NCSEA Connections Child Support Products &amp; Services Guide 2023

CONNECTIONS 

Child Support 

Products & Services Guide 

2023

NCSEA is pleased to present the 2023 edition of NCSEA 

Connections: Child Support Products & Services Guide. The 

private sector has long played a key role in the IV-D program, 

providing expertise and services in technology, program 

management, payment processing, training and much more. 

CONNECTIONS is a wonderful resources for child support 

agencies and organizations seeking goods and services to 

implement and serve their programs. 

Table of Contents 

Conduent…………………………………………………….…4 

SMI……………………………………………………………....8 

Deloitte………………………………………………………..12 

CGI……………………………………………………………...16 

Stellarware…………………………………………………....20 

Maximus………………………….…………………………...24 

GreenCourt……….................…………..…..........................28 

YoungWilliams......................................................................32 

CSG Government Solutions.................................................34 

Protech Solutions………………………...............................38 

Courtland Consulting...........................................................42 

Microsoft...............................................................................46 

Fast Enterprises....................................................................50 

Kestrel....................................................................................54 

Informatix..............................................................................56

Conduent’s commitment 

Conduent delivers mission-critical services 

and solutions on behalf of businesses 

and governments – creating exceptional 

outcomes for our clients and the millions 

of people who count on them. Since our 

first child support partnership in 1991, 

we’ve grown along with our clients and 

partners, handling billions of dollars and 

millions of now constituent interactions. 

Each project, each contract, comes with 

our personal commitment. 

Kim Newsom Bridges 

Senior Director 

Child Support Services 

Alex Camacho 

Account Manager 

Robbie Endris 

Senior Consultant 

Hal Carl 

Director 

CSES and ExpertPay 

Robert Havanki 

Account Manager 

Zach Steed 

Senior Director 

Business Development 

“ 

Part of [Conduent’s] overall value is that they can approach problems from multiple perspectives to 

allow a much broader range of solutions to be considered. I would encourage you to seriously consider 

Conduent for any critical child support system project that you may be looking to undertake to 

modernize your program. 

- Conduent child support client 

“ 

“ 

With your support and that of the entire Conduent team, we have faced significant challenges during a 

unique time in the history of [our state]. Your team has accomplished this with the tenacity, hard work 

and ingenuity that we have come to expect from Conduent. In fact, some have commented on the fact 

that they’ve rarely seen a transition with so few challenges. 

- Conduent child support client 

“

How thought leadership makes 

a difference for families 

Perhaps more than ever, child support agencies 

must increase efficiency while saving costs. Every 

aspect of a child support solution, from data 

management to payment processing to customer 

care, is shaped by each program’s specific needs. 

Conduent invests in our team of experts to ensure 

that we are prepared to lead with new ideas and 

technology. Our thought leaders help ensure we 

deliver smart and effective solutions for children 

and families. 

Each day our child support team, led by former state 

and county IV-D directors with decades of service, 

puts forth knowledge and practice to design and 

deploy solutions to overcome the most challenging 

issues faced by child support programs. 

We also disburse billions per year in government 

benefits to a wide array of programs, including 

payroll to adoption subsidies to electronic benefits 

for the Women, Infants and Children (WIC) 

program. 

Conduent Government Solutions 

Child Support Solutions 

The Future of Child Support: 

Dealing with the Pandemic and Beyond 

We manage SDU contracts for IV-D agencies in 12 

states. In 2020 alone we processed nearly 56 million 

child support payments totaling $10.7 billion – and 

more than $150 billion over the last 10 years. 

Experience to rely on 

Conduent provides smooth paths to federally 

certified child support systems, full-service SDUs 

that process some of the highest volumes in the 

nation, as well as the country’s #1 online child 

support payment platform. 

FPO Half Page Photo

Looking toward 

the future 

Our SDU vision 

Our focus on innovation includes the all-electronic 

SDU, which helps ensure payments get to the right 

families right away. 

Next-generation child 

support enforcement 

systems 

$ 

All disbursements are made 

digitally, quickly, and securely to 

a wallet or bank account using 

enhanced account validation 

services to prevent fraud 

No matter your path, Conduent can help modernize 

and maintain your child support system. 

All payments are received 

electronically through a variety 

of common payment methods 

Replatform 

System transfer 

24/7 customer access 

through multiple channels 

Maintenance & 

operations

How ExpertPay can help 

The ExpertPay online payment platform works 

in all 50 states and allows payments to be 

made online from anywhere. By registering on 

ExpertPay.com, individuals and employers can 

set up payments using their bank account, credit 

card, or their PayPal virtual wallet. Costs vary by 

state and payment method – ranging from free 

of charge to a convenience fee of 2.95% with a 

maximum fee of $60 per payment. 

Tens of thousands of retail locations — including 

CVS, Wal-Mart, and Kroger — allow individuals to 

pay child support with cash through MoneyGram. 

Conduent’s ExpertPay solution partners with 

MoneyGram to help ensure these payments are 

processed quickly and reliably. 

Let’s make child support as 

easy as click, remit, done. 

ExpertPay from Conduent 

Learn more 

© 2023 Conduent, Inc. All rights reserved. Conduent and Conduent Agile Star are trademarks of Conduent, 

Inc. and/or its subsidiaries in the United States and/or other countries. BR 3619

SMI provides customized child support and 

accounting solutions that put families first. 

SMI-inc.com 

Our human services experts deliver 

industry leading solutions: 

♦ Child Support Services 

♦ Payment Processing 

♦ Child Welfare Financial 

Services 

♦ Document Management 

♦ Customer Service 

♦ smiONE TM Visa ® Prepaid 

Debit Card Services 

©2023 Systems & Methods, Inc., All Rights Reserved

The SMI Difference DIfference 

99.99% 

companywide 

payment 

processing 

accuracy rate 

44M 

payments 

disbursed totaling 

$8.5B 

67M 

transactions 

processed totaling 

$12.8B 

2M 

smiONE 

cardholders in 12 

states and 13 tribes 

30M 

IVR calls handled 

24 

Years’ 

SDU experience 

17 

Years’ 

debit card 

experience 

(All data from 2022) 

“When your reputation rests 

with the success of your 

partner, you need one that will 

go the extra mile to ensure the 

success of everyone. SMI goes 

that extra mile.” 

“The partnership we developed with 

SMI several years ago continues to be 

a remarkable experience. We chose 

SMI because we simply could not find 

any other provider that offered all of 

the state-of-the-art tools we needed in 

one package to improve our small 

operation. We value their attention to 

detail and appreciate their creative 

approach to problem solving. We 

applaud their unwavering dedication 

and support to the thriving success of 

our operation.” 

“Since switching to smiONE, our whole 

payment process has improved, from 

the speed in which we are able to get 

payments out to our clients, to the 

improvement in our customer service. 

Making the change to smiONE was 

one of the best business decisions we 

made. SMI is always looking for ways 

to improve their services, while 

continually helping us improve ours.” 

“One of the advantages of working 

with a smaller company, especially a 

family operated business, is the 

responsiveness and access you have 

to all levels of management. Once you 

are a client of SMI, your SDU is treated 

as the top priority - with responses to 

e-mails or phone calls occurring in 

hours, not days, and problems, in most 

situations, resolved before you know 

that they've occurred.” 

“From day one, the entire SMI team 

has been invested in the success of 

our child support program, making 

sure we’re delivering the best possible 

SDU and Payment Card services 

available. SMI’s cost-effective solutions 

for child support payment processing 

and disbursements are timely and 

accurate. SMI is transparent and 

accountable, and they work hard to 

ensure the continuity of outstanding 

services.” 

“SMI is never status quo; they’re 

always reaching for a higher level of 

service.” ■

Improving Financial Health for Cardholders Through 

Education, Gamification, and Rewards 

In 2021, SMI acquired 

PayPerks®, an award-winning 

educational platform that uses 

interactive online games and 

cash rewards to enhance 

financial literacy. 

PayPerks is available exclusively 

through the smiONE Card, 

which proudly serves two 

million cardholders across the 

country. 

SMI recently partnered with 

Visa® Consulting & Analytics to 

conduct a research study into 

smiONE cardholders and the 

likelihood of them adopting 

PayPerks. 

Half of smiONE cardholders are “underbanked,” i.e., 

frequent users of non-traditional banking services such 

as paying fees to cash a check, taking out a payday loan, 

or buying pre-paid debit cards. 

4 in 5 have a checking account, about half have a savings 

account and/or credit card: 

Most are employed with a median income of $38,000. 

36% say they are unable or barely able to make ends 

meet; few have enough savings to withstand a financial 

emergency: 

Checking 

Account 

82% 

Savings 

Account 

Credit 

Card 

53% 51% 

Mortgage/ 

Home Loan 

Personal 

Invest 

Acct 

Not able to meet day-to-day 

expenses 

10% 10% 

18% 

12% 

Barely able to meet day-to-day 

expenses 

26% 26% 

Meet expenses, not prepared 

for a large, unexpected cost 

Comfortable savings, not yet 

investing for the future 

Investing for future, on track 

for long-term financial goals 

47% 47% 

11% 11% 

6% 6% 

Nearly all use smiONE on a regular basis, most often for 

everyday purchases. 

4 in 5 users are satisfied or very satisfied with their 

smiONE Card. 

Moreover, 

cardholders – 

especially the 

Underbanked – 

have favorable 

opinions of SMI. 

% agreement 

Provides very good 

customer service 

Is a brand I trust 

Wants customers to 

meet financial goals 

Understands my/my 

family’s needs 

Is a credible source of 

financial advice 

• Total 

49 

52 

51 

61 

53 

• Underbanked 

65 

57 

58 

66 

70 

FINANCIAL GOALS 

Top financial goals are the necessities: covering 

expenses, establishing an emergency fund, not 

having to worry about money every day. 

Secondary goals are the basics: improving credit 

score, saving money. 

Higher-order goals like paying off debt and investing 

are further out on the horizon. 

PayPerks is considered relevant and a good fit with the 

smiONE Card; most are open to enrollment. 

3 in 4 say 

they would 

use their SMI 

Card more 

often if it were 

to offer 

financial 

education 

along with 

savings and 

budgeting 

tools through 

PayPerks. 

Expectations 

for PayPerks 

are high: 

% agree/strongly agree PayPerks… 

Would provide info relevant to 

my needs 

Would be a fun way to 

manage finances 

Would make it easier to save 

Would help me meet financial 

goals 

Would help me manage my 

finances better 

Would help improve my 

overall financial situation 

62 

58 

55 

53 

52 

51

Empowering payors with 

advanced payment technology 

SMART® Pay is a one-stop shop for making and receiving child support payments. Now managed 

directly by SMI, SMART Pay offers a variety of payment options through our website and mobile 

platform, as well as new, convenient methods like text message and cash retail payments. 

The full suite of SMART Pay payment options is available to all current and future state and local 

agency partners. 

EFT/EDI 

Bank Draft 

Electronic Check 

Cash 

Check 

Credit/Debit Card 

Mobile Payment Methods 

Text to Pay 

SMART Pay Website 

SMART Pay Mobile 

Website 

SMART Pay Cash Retail 

Payments 

Money Order 

IVR 

Mail 

Pay by Text 

SMI’s Pay by Text feature allows 

obligors to receive text 

message payment reminders 

and make one-time or recurring 

payments by responding to text 

message prompts. The obligor 

may opt in or out of the Pay by 

Text feature and schedule, edit 

frequency of, or cancel text 

payment prompts through the 

SMART Pay website. Remitters 

who choose the Pay by Text 

option will be subject to a 

convenience fee, which is a 

percentage of the child support 

payment amount. 

Cash Retail Payments 

SMI is also pleased to provide 

the SMART Pay cash retail 

payment option, which offers an 

easy-to-use, convenient, and 

secure way for cash-preferred 

obligors to make payments by 

leveraging our digital and 

physical barcode technology to 

make cash payments at over 

75,000 participating stores 

nationwide. SMI will also 

continue to process cash 

payments submitted through 

other retailer platforms, such as 

PayNearMe, TouchPay, or 

MoneyGram. ■

Child support solutions 

Powering positive impact for families through engagement 

For over 35 years, we have teamed effectively with numerous child support agencies 

to design, implement, and maintain effective child support solutions including 

modern large-scale, federally certified child support systems. 

Deloitte’s Child Support Services and Solution Portfolio includes: 

• Implementation of Modern Low Code 

Platform-based, Cloud Solutions 

• Transfer and DDI of Certified 

State Systems 

• Automated code refactoring 

• Business Process Reengineering 

• Intelligent Process Automation (AI) 

• Modern customer service modules 

• Organizational Change Management 

• System replacement 

• Human Centered Design and User 

Experience Improvement 

Learn more >

Since March 2020 

Improving Child Support Customer and Employee Engagement 

In today’s environment, developing solutions and strategies to help 

parents owing support, parents receiving support, children, and 

workers has become increasingly important. Deloitte can help you to: 

Social Listening & Sentiment Analysis 

Support leadership to evaluate social 

sentiments and contact center feedback 

loops to develop appropriate outbound 

campaigns and communications. 

Create Responsive 

Customer Service 

Using Human Centered 

Design principles, evaluate 

and optimize contact 

center operations, 

including load balancing, 

IVR and operational 

efficiencies, and network 

IVR queue traffic. 

Expand Self-Service 

Expand self service 

capabilities and digital 

presence. Enable selfservice 

to provide workload 

relief for agency staff as 

well as call center staff. 

Enhance user experience 

through virtual assistants 

and chat/voice bots 

providing inline help 

wherever necessary. 

Evaluate Staff Capacity 

Identify staffing issues including 

how to prioritize work, how to 

connect with co-workers to support 

decision making, and handling 

referrals from other agencies to 

increase capacity for customer 

engagement. 

Enable Customer Centric 

Operations and Processes 

Creating opportunities and 

strategies to facilitate virtual court 

hearings and customer preparation, 

electronic notarization and transfer 

of documents between customers, 

the agency, and the courts, and 

simple document imaging solutions.

Child Support's Integration Imperative 

Improving outcomes for families 

Even before the COVID-19 pandemic, child support programs were reevaluating 

how they deliver services and what services to deliver, in part due to declining 

caseloads resulting from fewer Temporary Assistance for Needy Families (TANF) 

program referrals. The pandemic has served to propel those conversations 

even further. 

An increasing number of child support programs are now evaluating what services 

they deliver and how to do so with a focus on: 

• Evaluating the human experience 

• Experimenting with more holistic approaches 

• Using “big hairy audacious goals” to help bring stakeholders to the table

Elevating the Human Experience 

What is it like for the client to interact with multiple human 

services programs? The client may have to respond to a 

series of lengthy, repetitive, and often intrusive questions 

for each program. Not only can this wear out the client, 

but it can also serve to re-traumatize them each time. At 

other times, the siloed program delivery causes direct 

conflict, such as when a child support hearing is scheduled 

at the same time as a TANF work requirement. 

Some child support programs today are working to make 

interactions with agencies less exhausting and frustrating, 

and helping agencies connect with clients on a more 

human level. By transforming case management using 

processes such as intra-agency “warm-handoffs” and 

innovations in technology, they hope to create a more 

overall positive human experience. 

Experimenting with More 

Holistic Approaches 

To help achieve the deeper goals of keeping children out 

of poverty and strengthening families, many child support 

programs are setting their sights beyond collection, 

adding job and life skills training programs. Others are 

moving to more family-centered, multi-generational 

approaches. 

Some states are participating in the Families Forward 

demonstration project, which offers targeted skill-building 

activities to help low income non-custodial and custodial 

parents qualify for better-paying, high-demand jobs in 

their labor market. The ultimate goal of the project is to 

identify successful employment approaches that can be 

integrated into child support programs around the 

country. 

Using “big hairy audacious goals” to help 

bring stakeholders to the table 

Big hairy audacious goals (BHAGs for short) are a powerful 

mechanism for stimulating progress towards an ambitious 

target. As child support agencies reevaluate service 

delivery, and how to integrate with other public assistance 

programs, they should consider factoring in a number of 

variables – while aiming for big goals – to push the 

conversation. 

Read the full report > 

Get in touch 

www.deloitte.com/us/child-support 

Margot Bean 

mbean@deloitte.com 

+1.518.951.4021 

Savita Raghunathan 

sraghunathan@deloitte.com 

+1.512.226.4611 

As used in this document, “Deloitte” means Deloitte Consulting 

LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/ 

us/about for a detailed description of the legal structure. Certain 

services may not be available to attest clients under the rules and 

regulations of public accounting. 

Copyright © 2023 Deloitte Development LLC. All rights reserved.

CGI Transcend for 

Child Support 

Child support programs need effective, 

adaptable, and intuitive systems that allow 

initiatives to serve children and families 

exceptionally. As a result, states are looking to 

invest in technology that provides more flexibility, 

analytics, and integration capacities – as well as 

lower development and maintenance costs. 

For child support professionals, CGI Transcend for Child Support’s future-gen 

technology allows for an enhanced user experience that includes workflow and 

predictive support of actions to make work more productive and cost-efficient. 

New technology may also include capabilities that help parents engage with 

applications like electronic calendars, virtual meetings, integrated online forms 

and documents, electronic signatures, and chat/text/email communication. 

CGI Transcend for Child Support leverages a modern platform and deep industry expertise 

to deliver a solution that puts families first. Our platform not only empowers parents to 

pay and receive support with robust data access and a friendly user experience – but also 

supports the workforce with data-driven insights, simplified operations, and platform 

adaptability. When child support programs and infrastructure run smoothly, caseworkers 

have more time to focus on what matters most: getting financial support to children by 

serving families holistically. 

www.cgi.com/us/en-us/child-support

CGI Transcend for Child 

Support: Core Capabilities 

Connect parents and families to vital child support program elements 

through a straightforward user experience and real-time critical case 

data, making participation easier and more transparent. 

Enable caseworker activities by developing smartly driven prompts using case, 

program, and policy data. Automate extraneous data entry on cases to allow 

caseworkers more time to assess situations and remedies (instead of generating 

documentation and repetitive case entries). Engage robotic technologies and 

artificial intelligence (AI) to further automate and streamline processes. 

Leverage child support system capabilities to simplify and streamline configurations, 

including validation, reconciliation, data entry, and case support processes. 

Utilize our deep child support and human-centered design expertise to deliver a 

solution that assists parents in understanding the process, qualifying families for 

additional services (such as SNAP and Child Care), and real-in-time payment status. 

Integrate mobile payment providers to increase compliance with financial obligations. 

Offer flexibility to meet the needs of families including in-kind payment options, 

thresholds for enforcement tools, and a la carte enforcement possibilities.

CGI Transcend for Child Support: Benefits 

With our engaging and modern user interface, parents can access and make 

payments from any device. A variety of easy payment options help remove barriers 

to payment order compliance. 

We bring data governance, data quality, and master data management tools and 

experience. With automation, caseworkers can free up time previously spent on 

manual practices and make data-driven decisions on cases. 

Our solution is configurable and flexible to meet your business needs. We 

understand that laws, policies, and federal requirements change and have 

developed a system that will serve your program today and in the future. 

Our future-gen platform avoids a costly and time-consuming installation and onpremises 

configuration, saving an agency time and money today. After 

implementation, state IT professionals can maintain or change the configurations, 

resulting in lower maintenance and operation costs. 

CGI’s Public Sector Practice 

CGI has built deep public sector domain expertise, process knowledge, and best 

practices through over 40 years of delivering technology and consulting services for 

state and local government. We understand the unique needs of government and have 

a proven track record of helping agencies across the U.S. improve citizen services and 

increase efficiency through successful digital transformation programs. 

www.cgi.com/us/en-us/child-support

Why CGI for 

Child Support? 

children serviced through cases in CGIsupported 

Child Support states 

collected in those states per year 

global satisfaction score 

Decades of successful system project delivery 

Deep state and local government domain experience 

Certified platform development and solution architect experts 

Nationally renowned child support subject matter experts dedicated to improving 

government human services programs to better serve children and families 

Full suite of solutions for our projects, including human-centered design, culture and 

change management, business process services, AI, and robotic process automation 

CGI’s Child Support Experts 

Laura Roth brings over 25 years of experience in Child Support programs, and she leads product 

design for CGI’s Child Support solution. In addition, Laura serves as an active member of multiple 

national Child Support Associations, providing support, guidance, and leadership to policy and 

program members. Reach her at laura.roth@cgi.com for more information. 

Diane Potts is a past President and current Director of the National Child Support Enforcement 

Association, and leads the Child Support practice for CGI. Diane brings over 25 years in child support 

program improvement across 10 states and counties – including 6 years as Illinois Deputy Attorney 

General for Child Support. Email Diane at diane.potts@cgi.com to learn more.

Leveraging 

DATA 

FOR 

CHANGE 

In Child Support 

Collections 

State government agencies recognize the 

importance of collecting and managing 

electronic data to maximize child support 

collections. 

Child support is a crucial source of income for 

single parents and their children, and state 

agencies are responsible for ensuring that 

noncustodial parents are paying their fair share. 

However, enforcing child support orders can be a 

complex and time-consuming process, with many 

noncustodial parents failing to make timely 

payments or avoiding their responsibilities 

altogether. 

One of the biggest challenges in enforcing child 

support orders is tracking down noncustodial 

parents who have moved or changed jobs. Without 

accurate and up-to-date employment information 

on these individuals, and the appropriate 

infrastructure to collect and maintain the 

information, it can be difficult for state agencies to 

consistently enforce court orders. 

Another challenge agencies confront in enforcing 

child support orders is tracking down the location 

of the noncustodial parent for legal process. 

Instead, we recommend focusing on locating 

noncustodial assets such as insurance 

settlements, bank account or life insurance 

proceeds, via electronic data matching, followed by 

an electronic legal process, to secure the asset(s). 

An ancillary benefit of this data matching is that it 

often results in securing valid, verified addresses 

for noncustodial parents. 

With the help of Stellarware’s Child Support 

solutions, state government agencies can be 

better equipped to enforce child support orders 

and ensure that single parents and their children 

receive the financial support they deserve. 

Highlighted within are high-level solution 

overviews of Stellarware’s Child Support and New 

Hire service portals, all of which may be custom 

tailored to match existing workflows while 

maintaining cost-effective, turn-key 

implementations.

Stellarware 

COMPONENTS OF OUR ONE-STOP SHOP 

CHILD SUPPORT PORTAL 

Our Child Support / New Hire Reporting Portal is a completely secure, 

one-stop-shop, electronic platform that facilitates two-way communication 

(e.g., between state agencies and employers), document issuance/pickup, 

and is supported by rigorous quality assurance and unparalleled customer 

service. (Note that agencies may select any combination of the modules 

outlined below to ensure all needs are met.) 

OPTIONAL MODULES 

LUMP SUM PAYMENTS 

NEW HIRE REPORTING 

EMPLOYER REGISTRY 

OUTREACH 

COMPLIANCE 

ELECTRONIC INCOME 

WITHHOLDING ORDER 

ISSUANCE 

NATIONAL MEDICAL SUPPORT 

NOTICES 

VERIFICATION OF 

EMPLOYMENT & TERMINATIONS 

EMPLOYER DATABASE 

MAINTENANCE & VERIFICATION 

STATE & EMPLOYER INTERFACE 

(standard modules shown above)

Stellarware 

SOLUTION BENEFITS 

Cost 

Savings 

Transformative 

Seamless 

Integration 

Superior 

Results 

Save time and 

money with 

protected 

document 

issuance, tracking, 

and delivery (e.g. 

IWO, Lien). 

Transform your 

processes with the 

portal’s advanced 

functions, such as 

secure, two-way 

communication. 

Complement your 

existing system or 

use the portal as 

its own Internetbased 

solution. 

Enjoy quick turn 

arounds combined 

with the highest 

caliber of quality 

assurance. 

OPTIONAL MODULE FEATURES 

LUMP SUM PAYMENTS: Designed to expedite and streamline the process of 

intercepting lump sum payments from employers [or income payers] to employees on 

behalf of state agencies for past-due support. 

ELECTRONIC INCOME WITHHOLDING ORDER (IWO) ISSUANCE: Utilizing existing IWO 

print files, our New Hire team identifies employers receiving paper IWOs and converts 

these employers to receive electronic IWOs, delivered via the New Hire Reporting 

portal. 

NATIONAL MEDICAL SUPPORT NOTICE (NMSN): Activation of this module enables 

Stellarware to send and receive electronic NMSNs to employers using this platform. 

The module offers processing both electronically and via USPS mail and makes it 

possible for employers to complete and/or respond to NMSNs electronically. 

VERIFICATION OF EMPLOYMENT (VOE) & TERMINATIONS: Allows employers to verify 

employment and report terminations or layoffs online, reducing the issuance of 

unnecessary IWOs and increasing the identification of obligors for 

research/enforcement. 

EMPLOYER DATABASE MAINTENANCE & VERIFICATION: Working in concert with 

Secretary of State offices and third-party payroll administrators across the country, 

Stellarware has the technology and expertise to ensure your employer records are kept 

clean and up to date.

Stellarware 

CHILD SUPPORT LIEN NETWORK (CSLN) 

The Child Support Lien Network (CSLN), hosted by the State of 

Rhode Island, is an established, successful consortium providing 

states with an essential child support collection resource through 

its fully integrated, customizable, web-based intercept program. 

CSLN, in existence since 1999, matches millions of delinquent obligors to a national 

registry of pending personal injury and workers’ compensation claims on a daily basis. 

CSLN recognizes the value of your state’s staff time, which is why our customer service 

representatives verify the status of claims and all appropriate contact information before 

alerting child support agency members of open, active claims ready for lien documents. 

Our unparalleled quality assurance (QA) process ensures an unmatched level of qualified 

claims. CSLN, with its proven track record of success, is the most efficient & cost-effective 

way to augment agencies’ child support resources, partnering with our network of 2,000+ 

insurers and 30 U.S. child support agencies to automate lien delivery with over 90% of 

forms transmitted electronically. To date, CSLN has collected over $2.2B in support. 

Watch a one-minute video highlighting the benefits of CSLN by clicking here. 

MEDICAID RECOVERY NETWORK (MRN) 

Did you know? 

The Medicaid Recovery Network (MRN) is modeled 

after and shares the same architectural foundation 

as CSLN. 

MRN, a NASPO ValuePoint supplier partner, is a platform that matches Medicaid recipients 

with insurance claims for personal injury and workers’ compensation. Top-notch quality 

assurance activities are performed on each match allowing states to streamline and issue 

lien documents to insurers in a fraction of the time. 

Watch a one-minute video highlighting the benefits of MRN by clicking here. 

To learn more about Stellarware and how its products and services can support your 

agency while securely maximizing collections, contact Erika French, Director, by phone at 

(781) 347-3633 or via email at efrench@stellarware.com.


connections. 

Empowering success. 

At Maximus, we are dedicated to helping 

agencies create a better life for children and 

families. Together with our state and local 

government partners, we work with the whole 

family to help them overcome barriers, access 

supports, and achieve economic mobility. 

From delivering child support and employment 

services to connecting families with resources 

and healthcare, we serve as a bridge between 

families and the services they need to thrive. 

Annual highlights 

$238M 

in collections 

33M 

new hire reports 

processed 

653K 

children served 

95.7K 

paternities 

established

How we help 

We work with both parents to ensure children 

receive the financial and emotional support 

they need and deserve to thrive. With 

expertise across the full spectrum of child 

support services, we deliver best practices 

and innovations that empower our clients’ 

programs to achieve their ambitious goals. Just 

as importantly, our staff is as knowledgeable 

as they are compassionate – reassuring parents 

that we are on their side and here to help. We 

also partner with employers to ensure they 

comply with their child support reporting 

obligations – expediting the collection of 

support so important to children and families. 

What we do 

We understand that the child support process 

can be daunting to parents. That’s why we 

work hard to make it as easy to understand 

and navigate as possible. We provide a 

combination of personalized and self-service 

options, employing technology and virtual 

platforms to communicate with parents in the 

ways they prefer. Our work with employers 

involves educating and guiding them through 

the new hire reporting process, as well as how 

to respond to income withholding and medical 

support orders. 

Delivering expertise across the full 

spectrum of child support services 

Comprehensive operations 

management 

Maximus can operate your agency’s program 

on your behalf, delivering a customized solution 

that includes paternity establishment, locate, 

support order entry, order modification, and 

collections. Our professionals work in close 

partnership with all stakeholders to optimize 

your ability to meet program goals and achieve 

better outcomes, including improvement on the 

federal performance measures. 

Mobile app for parents 

Forget office visits and phone calls — the 

Maximus Child Support Mobile App takes 

customer service to a whole new level. 

Parents benefit from a convenient option that’s 

available 24/7 and provides a contact-free, 

virtual experience for added security in today’s 

uncertain environment. With the tap of a 

button, they can send and receive documents 

securely, get notified about payments, and 

track order modifications. 

Why we’re unique 

Our decades of experience translate to 

unmatched operational efficiencies, enhanced 

program performance, and the ability to 

provide families with the highest level of 

service. And because we operate other types 

of health and human services programs, 

we are uniquely positioned to connect 

parents to additional vital services they may 

need, including education and employment 

assistance as well as healthcare.

Voluntary paternity acknowledgment 

Voluntary acknowledgment of paternity is a 

critical first step in securing a support order and 

beginning collections. We design and operate 

innovative paternity programs that connect 

hospitals, community organizations, and parents 

– helping states achieve the 90-percent federal 

paternity establishment goal, maximize federal 

incentives, and engage both parents in their 

children’s lives. 

Employer services and portal 

We make it easier than ever for employers 

to comply with child support reporting 

requirements, combining innovative behavioral 

engagement techniques with modern 

technology to encourage prompt and continual 

compliance. Our employer services provide 

comprehensive support for state new hire 

reporting programs as well as eIWO and eNMSN 

processing. Additionally, our one-stop solution 

to online reporting – the Maximus Employer 

Services Portal – offers 24/7 access, secure data 

entry, immediate feedback, and chat. 

Review and adjustment of 

support orders 

Noncustodial parents are more likely to pay 

their support obligations in full and on time 

when the ordered amount is determined by 

their actual earnings and ability to pay. Our 

new virtual modification process (vMOD) 

expedites the review and modification process 

for parents who have experienced a change 

in their employment status – allowing them to 

request modifications through your agency’s 

call center or website. 

Customer service contact centers 

Maximus has operated child support contact 

centers for over 17 years, successfully 

implementing virtual models as well. By 

handling routine customer inquiries via phone, 

email, and chat, we free up caseworkers to 

address complex program tasks. 

Case initiation 

We work with our customers to obtain required 

documentation and determine the appropriate 

action for each case, ensuring all cases are valid 

and constructed correctly. Caseworkers take 

the appropriate next action with a sense of 

urgency in accordance with state and federal 

time frames. 

Mail processing 

Our mailroom team receives, processes, and 

provides data entry services for all incoming 

mail on behalf of state agencies. 

Child support system modernization 

The pandemic highlighted the unavoidable 

truth that technology is critical to program 

success – and outdated technology can 

significantly impede program impact. Maximus 

understands that modernizing child support 

systems represents a significant undertaking, 

and we have the expertise to guide you through 

the entire process. From initial planning through 

system implementation, our team of seasoned 

professionals stands ready to help. 

Employment and training 

services for parents 

In addition to providing child support services, 

Maximus has over 30 years of experience 

operating innovative, highly effective 

employment and training programs. Our 

services for parents include barrier removal and 

resource coordination as well as career planning, 

job placement, retention, and advancement. 

We also partner with employers to match them 

with our job seekers in both paid and work– 

experience environments. We are committed to 

helping parents achieve self-sufficiency so they 

can support their families with pride. 

To discover how we help children and 

families thrive, contact us today!


connections. 

Empowering 

success. 

Helping agencies create a better life for children and families 

• Comprehensive operations management 

• Employer services and portal 

– New hire, IWO, and NMSN reporting 

– Science-based employer engagement 

• Paternity acknowledgment 

• Convenient, user-friendly mobile app for parents 

• Customer service contact centers 

• Review and adjustment of support orders 

• Case initiation 

• Mail processing 

• Child support system modernization 

• Employment and training services for parents 

Discover how we help children and families thrive – contact us today! 

maximus.com 

MKT-2100

Innovation 

with Purpose 

Performance. 

That’s what serving families is all about. 

How well we perform our work determines how 

well we serve families. 

Technology CANNOT replace your experience or 

your compassion. 

Technology CAN save you time, reduce your 

challenges, and boost your performance. 

GovLink is the first of its kind Agency Performance 

Platform and you will love what GovLink can do 

for you. 

GovLink will improve your agency’s performance 

overnight. Let the technology do the heavy lifting 

while you focus on helping families. Think of GovLink 

as the most helpful assistant you can imagine. 

GovLink allows child support agencies to gain 

control over the workday, even those not yet able 

to eFile. By having more control over the work 

and less stress surrounding tedious and timeconsuming 

tasks, agency staff can focus on what 

called them to this work in the first place... serving 

families. 

“The Division of Child Support Services partnered 

with GreenCourt, to implement new technology 

that creates efficiency, greater transparency and 

enables us to better serve families.” 

STATE IV-D DIRECTOR 

GovLink statistics in the last year for one state: 

52,964 

LEGAL DOCUMENTS FILED 

180,674 

AUTOMATED UPDATES TO THE CHILD 

SUPPORT SYSTEM 

Our partner states are improving overall performance by repurposing 

the hours GovLink saves to other areas of need in the program. 

28,247 

HOURS OF USER TIME SAVED, MINIMUM 

(32 MINUTES PER FILING, EQUAL TO 14 

FULL TIME EQUIVALENT STAFF)

Solving Problems with 

Thoughtful People and 

Innovative Technology 

GovLink provides powerful new capabilities, 

including integration with the child support 

and court systems, collaborative workflows that 

overcomes the challenges of remote working, and 

role-based editing and approval tools, all of which 

is tracked through continuous status updates. 

GovLink streamlines and automates the 

document composing, compiling and eFiling 

process, resulting in significant time savings and 

improved processes with more control by the 

worker. A Supervisor has the ability to oversee the 

process and make reassignments when needed 

due to backlogs, absences, or staff shortages. 

GreenCourt’s Child Support partners are saving 

time through GovLink’s: 

• Dashboards and Workflow Automation 

• Document Creation and Management 

• Notifications - Email, in-APP Alerts, 

Reporting 

• Electronic Delivery To and From the Court 

“We have chosen GreenCourt’s state-of-the-art 

GovLink solution as a major component of the 

future of child support services in our wonderful 

state. The GreenCourt Team holds the same level 

of commitment to customer service, effective 

communication, and excellence as we do.” 

STATE IV-D DIRECTOR 

“GreenCourt’s approach is simple: Ask good 

questions, listen carefully and deliver more than 

promised. Whatever the challenge, GreenCourt 

will find a way to help us succeed.” 

PAST PRESIDENT | Council of Superior Court Clerks of Georgia 

“I am glad GreenCourt exists. I really appreciate 

the real-time assistance. The online help is 

extremely efficient. GreenCourt’s software is very 

user-friendly, and I highly recommend it.” 

OFFICE OF ATTORNEY GENERAL OF GEORGIA

GovLink’s Flexibility 

Gives You the Power 

to Fill Gaps and Save 

Time NOW 

GovLink: 

More than Just eFiling 

Take Advantage of Existing Information: 

Connects Systems to Eliminate Redundant Work 

Better than Email and Sticky Notes: 

Tracked and Traced Workflow 

Control Who Gets to do What: 

Edit, Redact, Generate, Manage, Approve, Sign 

Know Before Someone Asks: 

Email, Text, or in-App Notifications, Reporting 

Absolutely Own Every Court Day: 

Build the Docket, Prepare Everyone, Use in Court 

Imagine a Courier Who Gets It: 

Electronic Delivery to and from the Court 

Child Support System 

Court Case Management/ 

Electronic Filing Manager

Imagine What Your 

Team Can Accomplish 

with More Time 

ESTABLISH MORE ORDERS • IMPROVE CUSTOMER SERVICE • REDUCE BACKLOGS & BOTTLENECKS 

HOLISTICALLY ENGAGE PARENTS • MORE FAMILIES RECEIVING CONSISTENT PAYMENTS 

Your performance determines how well families 

are served. Technology CANNOT replace your 

experience and passion. GovLink can save time, 

reduce challenges, and boost performance. 

GovLink will allow you to get more work done 

without working longer hours: 

Gain control of the workday 

Invest less time and effort in processing legal 

documents 

Step-up to smarter workflow, document 

generation and management 

Enjoy fewer rejections and faster returns 

GreenCourt’s Child Support partners are not imagining greater performance, they are experiencing it. 

Absolutely Own 

Every Work Day! 

Use GovLink, the first of its kind Agency Performance 

Platform, to automate workflow, generate and 

manage documents, reduce errors, and allow 

management to monitor every step of the process. 

GreenCourt values and appreciates the passion and 

dedication of the child support community. When 

our partners succeed, GreenCourt succeeds! 

Learn More 

www.greencourt.com 

or contact us at info@greencourt.com 

or 770-834-3453.

CSG is at the Forefront of Child Support IT Modernization 

CSG Government Solutions is a national leader in child support IT system modernization 

bringing experience from projects in 12 states, including: 

Nevada: PMO and OCM for NVKIDS Child Support System 

CSG provides PMO and OCM services ensuring the project is managed according to the approved 

scope, schedule, and budget, staff are informed and prepared for changes in their work, and the 

new system meets state and federal requirements. 

Illinois: QA Services for Child Support System Project 

CSG provides QA services including document reviews, security assessments, and subject matter 

expertise – ensuring the new system meets the needs of the child support program and receives 

federal certification. 

Virginia: Streamlined Feasibility Study and DDI Readiness for the Child Support System 

CSG provides Planning, PMO, and OCM services guiding the development of the feasibility study 

and IAPD, supporting procurement activities, and ensuring the child support program and IT 

department are prepared for the system modernization project. 

Texas: IV&V for the Child Support System Modernization Project 

CSG provides IV&V services with a forward-looking perspective helping to identify risks early, 

providing recommendations for project improvement, and supporting a jump start on the federal 

certification process. 

www.csgdelivers.com

Your trusted advisor in child support 

program modernization. 

Supporting You Across the System Development Life Cycle 

Strategy 

by CSG℠ 

CSG helps you craft high-impact program modernization strategies and 

implementation plans. 

PMO 

by CSG℠ 

CSG brings you all the expertise and experience you need to establish 

and operate a “full-service” Project Management Office. 

OCM 

by CSG℠ 

Our OCM methodology operates on the principle that people are the 

key to realizing the benefits of program modernization. 

QA 

by CSG℠ 

CSG deploys highly experienced teams and innovative methods and 

tools to assure that complex programs achieve your program objectives. 

IV&V 

by CSG℠ 

CSG serves as your “eyes and ears” into the inner workings of your 

program modernization effort. 

“ 

The 

CSG Client Testimonials 

CSG Client Testimonial 

CSG team is creative in their approach to OCM, understand and adapt to our 

environment, identify effective resistance management strategies, and are key to the 

success we have experienced. 

Cathy Kaplan, Child Support Director, Nevada Division of Welfare and Supportive Services 

CSG staffed a highly qualified team providing forward-looking quality assurance 

reviews for our project. The CSG team’s emphasis on communication, coordination, 

and collaboration has proved valuable as we move forward. 

Karen Coleman, Child Support System Project Executive, Oregon Division of Child Support“ 

www.csgdelivers.com

Sharing Lessons Learned and Best Practices 

CSG applies our expertise and experience from our projects across the country to 

support our clients in applying industry best practices and lessons learned. Following 

are two recent interviews that Governing published with our child support experts. 

Navigating Changes in the Child Support 

Modernization Landscape 

Landis Rossi, CSG’s national Child Support 

Practice Lead, discusses how child support system 

modernization projects are impacted by changes 

in the technology landscape. This Q&A discusses 

new solution offerings in the market and the 

impact of OCSE’s streamlined feasibility study. 

Click here to download. 

Protecting Your Customers’ Sensitive Data 

from Cybersecurity Threats 

Dale Posont, a Child Support Client Executive at 

CSG, shares insights into how agencies can establish 

a strong cybersecurity posture to prevent attacks. 

The Q&A offers recommendations to state agencies 

as they launch new IT projects to proactively protect 

themselves from threats. Click here to download. 

www.csgdelivers.com

The CSG Advantage 

Since 1997, CSG Government Solutions has applied our 

expertise, innovation, and results-oriented mindset to 

the most complex program modernization projects of 

over 200 government and other organizations across 47 

states and territories. We provide a range of management 

and IT consulting services for our government partners, 

including feasibility studies, project management office, 

quality assurance, organizational change management, 

and IV&V support. 

Our work is characterized by The CSG Way, an environment 

that emphasizes common understanding, teamwork, 

communication, clarity of roles and responsibilities, and 

consistent high-quality work. Our people are trained in 

The CSG Way and always conduct our work according to 

its guiding principles and specific processes. 

The CSG team brings thorough knowledge of child support 

policy, business processes, and IT systems, including extensive 

modernization experience. Our team members have worked 

on every major child support system modernization project 

across the country in the last 10 years. 

We work with our clients in a spirit of partnership and 

collaboration to deliver results. 

For more information about CSG, contact Child Support Practice Lead 

Landis Rossi at lrossi@csgdelivers.com 

Named by Forbes as one of America’s Best Management Consulting Firms 

five years in a row (2018 - 2022), we help maximize the impact 

on the children and families you serve. 

www.csgdelivers.com

protech 

Solutions Inc. 

What We Do 

We do child support! No one knows child support 

like we do, thanks to our 25+ years experience 

in the industry. We have a strong history of 

successfully certified systems and we are 

globally recognized in the industry through our 

international child support system. With Protech, 

you get more than a vendor. You get a reliable 

partner committed to making your system the best 

it can be. 

$20B+ 

in payments 

processed 

15+ 

states with 

5m+ cases managed 

25+ 

years of 

experience 

We are Unique 

Welcome to the Future 

Vision for the future is part of our core company 

fabric, which is why over 50% of our company is 

dedicated to R&D and innovation. 

Community Oriented 

We believe in your efforts to assist both parents in 

their efforts to financially support their children. 

For this reason, we built Good Grid, a social service 

platform built specifically to serve those struggling to 

connect with the resources they need. 

On Time, On Budget, Every Time 

Our loyalty is evidenced by precedence. We strive to 

meet or beat our clients’ schedules and budgets - and 

we have never failed to do so. Success after success, 

we live up to these standards. 

A Toolkit for Every Need 

Our product is designed with you in mind, whether 

it’s AI chat features, in-built payment processing, 

extensive case analytics, secure video conferencing, or 

streamlined task management. 

Our System 

The fundamentals for an excellent child support system haven’t changed, but the 

technologies have evolved and expectations of the customer have grown. At Protech, we’ve 

advanced our systems from mainframe technologies to web-based systems that leverage 

new intuitive platform solutions, and cloud hosting opportunities.

Leveraging our past experience to 

meet your vision for tomorrow. . . 

Come grow with us! 

protech 

Learn More 

What We Offer 

Outcome Driven Customer Centric Leveraged Technologies 

Track My Cases 

Self Service Portals 

Platform Solutions 

The Track My Cases feature is built to 

help users prioritize case action, identify 

problem areas in caseload, and run 

reports based off predetermined data sets 

or customized queries. 

Our client and case worker portals are 

crafted with the user in mind. They’re 

powered by intelligent chat features, video 

conferencing capabilities, and a dedicated 

mobile app. 

Our system can incorporate platformbased 

and low-code solutions such as 

those provided by Salesforce or MS 

Dynamics while leveraging our core 

features like financials and enforcement. 

Analytics 

Our product is built to enhance your 

ability to segment cases, apply behavioral 

economics, test and evaluate new 

programs, and improve performance 

measures. 

Multi-Channel 

Communication 

We allow you to communicate with your 

clients in the manner THEY choose, 

whether it’s mail, email, text, or voice, our 

solution gives the power to choose. 

Cloud Hosting 

As the first company to move an entire 

Child Support System to the Cloud, we can 

help you make the most of your State’s 

Cloud services. 

What’s Next? 

Let’s talk! Schedule a 

demo with us to see 

what we’re all about. 

How can we help? We’ll dive 

into the problem and see 

where we fit into your picture. 

We’ll craft a solution around 

exactly what you need. Here, 

you’re the expert. 

E-mail and Web: info@protechsolutions.com | www.protechsolutions.com | Phone: 803-530-6807

" 

Good Grid & Child Support 

Here at Protech, we pride ourselves on our innovative, awardwinning, 

& effective CSE solutions. Recognized both nationally 

and internationally, we are proud to offer our comprehensive 

social services toolset–Good Grid, where performance & 

innovation meet social impact & collaboration. 

We started to see that although our CSE 

technology was effective as a tool for collecting 

child support, our mission was far greater than 

that – we wanted to truly impact the lives of the 

families & children we were affecting. 

1 in 5 

Children Nationally 

are served by Child Support. 

Good Grid can positively impact 

these children by providing 

transparency and guidance for 

families during the process of 

securing community-based 

services. 

20% 

of Incarcerated People 

nationally have child support 

orders. Good Grid can help 

those coming out of prison with 

their reentry process and finding 

stable employment so that they 

can make their payments. 

We set out to create a tool that would allow CSE 

professionals to engage with their clients in a way that 

promotes accountability, transparency, and a move towards 

self-sufficiency, allowing them to maintain client engagement 

in a meaningful, sustainable way without increasing the 

workload for already overloaded staff. 

41% 

of Low-Income Parents’ 

household resources 

are represented by Child 

Support, if they receive it. Good 

Grid can connect these parents 

with support services to help 

them meet their children’s 

needs. 

Evidence from child support initiatives has shown that wrapping 

families with services is an effective way to increase collections 

and bring stability to families, but we knew most of our clients 

didn’t have the staff necessary to do this, which is why we built 

the Good Grid. - Satish Garimalla CEO | Protech Solutions 

www.protechsolutions.com | info@protechsolutions.com | 803-530-6807

How it Works 

Good Grid is a one-stop engagement tool that utilizes your current system to connect all users 

and service providers through a collaborative workspace. 

Good Grid’s easily-accessible system empowers CSE caseworkers to: 

Engage the Parents 

Good Grid enables caseworkers to support the parents’ advancement towards 

self-sufficiency by engaging them on the system through a mobile, desktop, or 

tablet device. 

Wrap the Family with Services 

Both parents can benefit from Good Grid’s collaborative case management 

system. The whole family is served through directed, cooperative services from 

various community partners. 

Promote Accountability 

Through Good Grid, parents are active participants in their cases and have the 

agency to find, request and track services, which increases transparency, creates 

trackable evidence for Parent Accountability Courts and Fatherhood programs, 

and helps measure individual and organizational outcomes through reporting 

features. 

Learn More 

I'm interested! 

What are the next steps? 

Contact us to schedule an organizational 

assessment 

Together, we will identify your 

organization’s strengths and challenges. 

We will determine the best starting point for 

Good Grid in your agency. 

We are here to help, no mater how big or 

small you want to start! 

www.protechsolutions.com | info@protechsolutions.com | 803-530-6807

Courtland Consulting brings over 30 years of experience in child support 

system implementation, training, and support services to each client. We are a 

Michigan-based, leading provider of innovative technology solutions to state and 

local governments that yield extraordinary results for both our clients and those 

that depend on our clients. Our fundamental goal is to put people first to 

strengthen modern families and make child support more accessible and 

user friendly. Our team is highly sought after for our expertise and user-first 

mentality to provide a smooth and comprehensive project, every single time. 

We have worked with multiple states since our inception in 1990, including 

Michigan, New Jersey, Delaware, South Carolina, and Nevada; and look forward 

to providing the same quality service to more in the near future.

WHY 

COURTLAND? 

Since our inception, Courtland has successfully led training 

and implementation efforts on 5 statewide child support 

system replacement projects. Every contract has been 

completed on schedule and within budget. Each project 

resulted in a successful federal certification of their new child 

support system. Our focus has always been on the success of 

end-users of these new systems through our engaging and 

comprehensive training and support services. Preparing 

end-users for the functionality that comes with new systems 

and identifying areas that will have the most impact on those 

end-users is a primary concern. Our project management, 

training, site support, and help desk expertise set us apart. 

PROJECT MANAGEMENT 

As technology continues to evolve in an 

everchanging world, project management strategy 

should similarly make strides to adapt and deliver 

results. Each Courtland project is led by a 

certified and dedicated PMP who is well-versed 

in utilizing the PMI PMBOK principles and can 

apply them to meet your standards and exceed 

your expectations. Our newly certified project 

managers have the benefit of learning from our 

experienced project managers, who have been 

involved in multiple state projects and have been 

exposed to many different project methodologies. 

TRAINING 

Our training team is on the job well before the 

training schedule has even been laid out. 

We work with system developers early on to 

create helpful, easy to understand materials that 

help with knowledge retention. 

Their thought process begins with analyzing what our training delivery plan is and creating 

a comprehensive set of training materials based on the audience and delivery methods. 

Materials include screenshots of each screen a case worker will come across in their role. 

The creation of these documents, along with an interactive LMS, help to reinforce learning, 

for both twenty-year veterans and new hires. Whether our training sessions are inperson 

or remote, we guarantee a fun and informative experience for all involved.

SITE SUPPORT 

Site Support is a critical component to supporting the end-user after go-live. Change 

can be tough. The need to support families does not stop, so assisting the end-user 

as they navigate their initial live interactions to reinforce all that was learned in the 

training environment keeps the stress of change on both the end-user and their 

clients at a minimum. Courtland collaborates with project stakeholders to decide the 

right amount of site support for each site. Even the most thorough note takers might 

need help early on in system adoption. That is why we provide each site with 

knowledgeable and positive support personnel. It is Site Support’s job to not only 

help case managers with specific questions, but to kindle excitement and 

optimism about the new system. 

Theodore G. Mermigos, Jr. 

IV-D Division Director, Delaware 

We did not understand until Go-Live and months later what an 

AWESOME team we had in the Courtland team. 

The professionalism, knowledge, and patience they exerted during 

a very trying time was amazing. There are no words to express 

just how important it is to have a team that TRULY enjoys what 

they do and shares their knowledge without missing a beat. 

Courtland went well beyond the call of duty with tireless 

assistance and feedback. 

Janet Irvine 

Richland County, South Carolina 

HELP DESK 

As a help desk team, Courtland is the vital link between users and 

system vendors when implementing a new system. As a help desk 

support team, we notify the vendor of any system errors as well as 

help the end-users work through issues and understand the new 

processes. We provide knowledgeable and friendly support, so 

users can successfully carry out the new system processes. 

Courtland Consulting team members showed kindness, empathy, support and professionalism at all 

times. They built positive working relationships with the majority of DAFS employees, to include 

line staff, leads, supervisors, managers, the Deputy Director and the Assistant District Attorney. 

The knowledge sharing and troubleshooting regarding NVKIDS would have been an impossible 

task without site support. We would not have been successful without your team coordinating, 

Courtland resources are deeply knowledgeable in every aspect of Child 

Support. Courtland has experts in federal certification requirements whose 

experience in implementing those federal requirements in multiple states 

became invaluable in Delaware. Their training developers are experts in 

adult learning methodologies and the latest technology. 

teaching and advocating for us. 

Nevada Child Support 

Supervisor

COURTLAND IS FLEXIBLE 

Projects are the vehicle to make changes in an organization. 

Each project we have been a part of has given us more knowledge 

and experience to navigate organizational change management. This 

is a key element to be able to meet state program budgetary 

constraints, unplanned changes, and unexpected issues and find 

solutions. The unique needs of each stakeholder on a project can be 

met through effective communication, training, and preparedness. 

COURTLAND IS INSIGHTFUL AND OPTIMISTIC 

Many of Courtland’s customized innovations have been adopted by our 

COURTLAND IS METHODICAL AND COMPREHENSIVE 

clients and competitors and have become standard offerings in the 

statewide child support system rollouts we see today. Our training and 

implementation solution is built on a foundation of three decades of child 

Courtland is committed to learning the details of how different states 

support their unique child support program. Every state must comply with 

federal certification requirements, but each state may have their own 

interpretation and execution of those requirements. Courtland understands 

this and works with each state to determine the best option for them. 

support end-user training and support best practices. 

COURTLAND SUPPORTS CHILD SUPPORT ASSOCIATIONS 

As part of our corporate culture of volunteerism, our resources serve on 

several executive committees as directors, committee chairs, sponsors, 

speakers, and facilitators. We are committed to sharing our knowledge 

and expertise to support the child support community. Child Support 

associations include: NCSEA, ERICSA, WICSEC, NCCSD, NTCSA, 

NATCSD, MFSC, and others. 

We provide experienced staff who are knowledgeable, passionate, and care about 

the overall mission of child support: serving children and families. Helping staff 

members and leadership embrace change and utilize new technology is our 

commitment. Through our troubleshooting, user advocation, and knowledge sharing 

we partner with your team to make families’ lives better. 

Contact Us Today 

(517) 371-7810 | www.courtlandconsulting.com 

Steven Trudell | President | (517) 908-3941 | TrudellS@courtlandconsulting.com 

Sharon Pizzuti | Executive Director | (517) 908-3943 | PizzutiS@courtlandconsulting.com 

Chad Trudell | Executive Director | (517) 908-3947 | TrudellC@courtlandconsulting.com

Child Support Digital Transformation 

In 2021, the child support program 

collected 32.7 billion dollars* 

13.2 

million children served annually 

(1 in 5 in the U.S.) 

66% 

of child support is collected through 

income withholding* 

96% 

of child support collected goes 

directly to families* 

Outcomes 

Empower caseworkers with modern solutions 

Enable your agency to quickly modify system capabilities to align with policy or 

agency needs. 

Leverage analytics to improve decision making 

Enables child support agencies to preserve and control their digital data by providing 

analytical tools to unlock data required to increase collections on behalf of the family. 

*https://www.acf.hhs.gov/sites/default/files/documents/ocse/2021_infographic_national.pdf

Child support agency needs have evolved significantly 

over time. With budgetary pressures, increased caseload, 

and high expectations on customer service, child support 

agencies have found a need to quickly modernize their 

solutions. With Microsoft technology, agencies can: 

• Streamline their operations—with integrated business 

processes, child support cases can be automated 

and simplified. 

• Foster collaboration—interested parties across the case 

can remain informed and empowered with information— 

reduce maintenance and operations costs. The use of the 

Microsoft platform can enable reduced time for systems 

changes and lower operational cost. 

• Provide unparalleled security—with the common security 

model and FedRamp certification, the Microsoft platform 

gives an unparalleled focus on security for agency needs. 

Capabilities 

Automated Workflows 

Leverage the platform to develop complex business process automation driven by 

business rules that are triggered by incidents or events. 

Workload Management 

Monitor, track, and automate workload associated with specific functions such as locate, 

establish, and enforce. 

Manages High-Volume Transactions 

Validate and eliminate the duplicate verifications via a “Most Trusted Source” to 

either automatically update the case record or put in pending status awaiting worker 

action or validation.

Microsoft Child Support Modernization Options 

Lift and Shift to Azure Government Cloud: 

Child support agencies can migrate their on-site Child Support Enforcement (CSE) 

infrastructure to run on the cloud with Azure. This provides overall improvement in 

stability, performance, security, and allows agencies to be equipped with disaster 

recovery capabilities. 

Platform System Replacement: 

Microsoft’s low code platform approach can be effective for any child support agency, 

whether the goal is a complete replacement or incremental modernization. 

Microsoft 

Platformbased 

CSE Solution 

Provides child support 

agencies with the tools 

needed to meet and 

overcome future challenges 

and changes. 

PEOPLE 

Judges Magistrates Employers Providers Parents Guardians 

USER INTERACTIONS 

Agency Staff Administrators 

Chat Portal Web Social Email Phone Video 

Case 

Initiation 

Locate 

DYNAMICS CAPABILITIES 

Auditing Audit Trail Analytics 

MODULES 

Establishment Case Financial 

Enforcement Fatherhood 

Initiative 

Reporting 

FINANCIAL CAPABILITIES 

Security 

& Privacy 

Case 

Management 

Knowledge 

Management 

Workflow 

Scheduling 

Timelines 

Dashboards 

Payment 

Processing 

Allocation & 

Distribution 

Adjustments 

Reporting 

Document 

Generation 

Data Quality 

Integration 

Reports 

Unreimbursed 

Public Assistance 

Financial 

Audit Trails 

Interoperability 

With Other Systems 

Microsoft’s Child Support Solution meets families where they are: 

• Increase ease to make and track payments 

• Supports and engages all involved parties 

• Automates child support orders 

• Smart case and task assignments 

• Enables tools to monitor performance 

• Provides for court collaborations 

• Includes built-in financials

California Child Support Services Customer Story: 

Organizations have rapidly transitioned to intensify digital integration following 

COVID-19. And with the transition to digital adoption also came a rise of cyber 

threats. As a state organization, the existing cyber infrastructure at the California Child 

Support Services (DCSS) had impeded timely remediation of business continuity and 

was vulnerable to security threats. To meet changing business needs, DCSS engaged 

Microsoft Industry Solutions to help tackle several challenges associated with their 

legacy Child Support Enforcement (CSE) system. Through transition to a cloud-based 

infrastructure, DCSS is now better able to meet their mission to enhance the well-being of 

children by providing payment services to Californian families faster than ever before. 

What started out as a shared vision, turned into the successful 

migration of the DCSS Child Support Enforcement (CSE) System to 

the Microsoft Azure Government Cloud. The key to our success was 

the highly collaborative team who focused on building a long-term 

partnership, using their diverse skills to overcome unexpected challenges 

and achieve business goals. 

—Catherine Lanzaro 

Chief Information Officer 

California Health and Human Services 

Department of Child Support Services 

Read the full customer story at https://aka.ms/DCSS 

We’re here to help. Contact us 

to learn more. 

Anna Corley 

Anna.Corley@Microsoft.com 

Ty Abrams 

Tyabrams@Microsoft.com 

Ruthie Seale 

Ruseale@Microsoft.com

CHILD SUPPORT 

IS FAMILY SUPPORT 

When parents can access 

child support services from any 

device, common obstacles like 

transportation issues or work 

 

For child support agencies seeking a more 

holistic approach, a self-service portal and 

virtual appointment options give 

customers easier access to programs—and 

more time to spend with their families. 

“Child support cases can be incredibly 

stressful,” says Melissa Shefshick, a former 

division director at a child support agency 

who now provides client support at FAST. 

“I get it—I’m a busy mom myself. 

Communication lapses can easily happen, 

but online tools bridge the gaps for child 

support cases.” 

“FastCSE changes how parents interact 

with child support agencies,” says Dexter, 

former child support director. “Our online 

access and modern tools make the process 

so much more convenient and accessible.” 

“It’s not unusual for parents to call a child 

support agency at 8 p.m. because they 

need to provide proof of payments for a 

court hearing the next morning,” Shefshick 

recalls. “Or they need a virtual 

appointment because they don’t want to 

leave their sick child alone.” 

Virtual appointment capabilities and 24/7 

account access give parents all the 

information they need right from their 

kitchen table. 

“Parents can check their kids’ grades 

online; why not let them track their child 

support payments online?” Shefshick says. 

 

 

 

 

 

Case information and 

account management 

Payment enrollment and tracking 

Appointment scheduling 

Automated chat assistance 

Secure document and 

information upload 

Virtual appointments 

These new tools are a welcome change for 

industry veterans like Chad Dexter, who 

brings 31 years of child support experience 

to his current role at FAST.

As a member of the Hague Agreement, 

New Zealand’s child support program 

has a lot in common with programs in 

the U.S. When the nation decided to 

replace its old child support system, the 

agency knew who to trust: Fast 

Enterprises had already successfully 

modernized operations for Inland 

Revenue (IR), the national agency that 

collects more than 80% of the country’s 

revenue. IR chose FastCSE to administer 

child support for the nation of 

5.1 million+ people—roughly the same 

size as Colorado, Louisiana, or Wisconsin. 

child support assessments without 

interrupting services. 

With FastCSE, IR gained many new 

capabilities, including integrated 

 

employers, which gives the agency access 

to income reports within three days of a 

 

enables faster correction of potential 

issues, better deductions for social policy 

programs, and more accurate income tax 

assessments at the end of the year. 

IR processes 1,000 new child support 

applications every month. During the 

modernization, FAST migrated 2.8 million 

 

It’s more adaptable and 

quicker to change.” 

IR Child Support 

Product Owner 

“FAST’s knowledge and 

fantastic solution really made 

the journey quite seamless.” 

IR Deputy Commissioner 

of Transformation

Since 1998, Fast Enterprises has transformed the way 

government agencies serve their communities, providing 

software that enables superior customer experiences, 

 

More than 85 governments worldwide use FAST 

solutions to administer programs for Child Support, 

Unemployment Insurance, Motor Vehicle and Driver 

Licensing, and Tax and Revenue. Every project has been

When it comes to managing your payments, 

we know what’s at stake. 

kestrelsolutions.com 

#ChildSupportPaymentSpecialists

NCSEA’s Corporate Partnership program provides your 

company year-round visibility with members and industry 

leaders, and unique exposure at all events through 

customized sponsorship and activation opportunities. 

Corporate Partnerships are designed and customized for 

each partner to meet mutually beneficial and strategic 

business goals. Each NCSEA Corporate Partnership package 

is designed to deliver to our partners extensive promotional rights and benefits, as 

well as build and maintain relevant relationships with decision-makers in the child 

support community at the federal and state levels. 

NCSEA appreciates and values the continued support of our Corporate Partners as 

they hold a key role in human services. Contact NCSEA for information on this 

valuable NCSEA program. 

Are you taking advantage of your full NCSEA benefits? 

NCSEA provides member benefits to all full time staff of State, Tribal, and 

County agencies, Corporate Partner firms, non-profit organizations and 

government agencies. Employees of these organizations enjoy access to 

members-only resources and information, free Web-Talks live and on-demand 

and discounted conference fees, among other valuable advantages of 

membership. Read more about what is available in the member benefits 

brochure.

INFORMATIX HOME WHY INFORMATIX OUR SERVICES .., OUR MARKETS .., ABOUT US .., NEWS CONTACT US 

Our Services 

Q 

Read More » 

At lnformatix, we are your partner and we deliver solutions that are based on your needs, from targeted change to longer term business transformations 

0 

Payment Processing 

RAPID'M, a trusted and proven solution for payment 

processing, is the first SOU ... 

0 

FIDM/Data Match 

lnformatix is the country's leading provider for 

Financial Institution Data Match (FIDM) services .... 

 

V 

Consulting 

Synonymous to quality and commitment, lnformatix 

is ready to assist you on any ... 

INNOVATION 

INTEGRITY 

QUALITY 

TRANSPARENCY 

Why lnformatix? It can be summed up in these few words: Innovation, Integrity, Quality, and Transparency. 

Innovation: We do not stand still with just what we know. We understand that with technology, what is cutting edge today may be obsolete tomorrow. We challenge 

ourselves to be innovative, to think outside the box. We constantly stretch ourselves in technology, techniques, and processes in order to benefit our customers to 

achieve their goals. 

Integrity: We are committed to our customers and we honor our words. When you partner with us, you can trust that we will go the extra mile to get the job done. 

Quality: We pride ourselves with our work, our software, and our solutions. Our quality assurance measures have resulted in nearly 99.9999% accuracy rate for 

payment identification. 

Transparency: We value corporate honesty and hide nothing from our partners. We work hard to earn and keep our partner's respect and trust. When something goes 

wrong, we will be the first to let you know and will work tirelessly with you until a solution is reached. 

We believe that the best way to grow our business is through trust. It is through these principles: Innovation, Integrity, Quality, and Transparency, that lnformatix 

enjoys an excellent reputation throughout the country as a trusted solutions provider. 

Here are some facts about lnformatix by the numbers: 

Years in business 

Number state SOU's past and present 

Accuracy in payment Processing 

Number of security breaches 

Amount of child support payments processed in 2019 

Number of FIOM state agencies 

Number of Financial Institutions participating in lnformatix FIOM 

Number of states served by lnformatix Professional Consulting Group since 2005 

Number of projects served by lnformatix Professional Consulting Group since 2005 

35+ 

12 

99.99% 

0 

$23 billion 

57 

12,500 

7 

135

The lnformatix RAPID solution is a state of the art payment processing system that can be configured for any type of payment 

collections, including child support payment for State Disbursement Units (SOU). RAPID serves as a central processing hub that 

pulls all project components together. From paper to electronic collections, RAPID is the engine that effectively and accurately 

processes, tracks, and records collections received from payors. The current release of RAPID solution is operating in 

eight State Disbursement Units (SDUs) across the country. Our patented solution provides clients with the speed, accuracy, 

streamlined processing, and security necessary in today's ever-evolving payment processing environment. 

RAPID integrates hardware, the latest technology, and an image-based workflow software to provide a fast and accurate system for 

payment processing. Its flexible architecture lends itself to multiple deployment options: on premise, on cloud, or hybrid. 

RAPID offers proven secure and complete transaction processing, from mail opening to document imaging, payment receipt, validation and reconciliation, suspense 

management, to customer service, and data reporting. The figure below provides a high-level view of our RAPID technology solution that depicts how RAPID can 

meet your specific payment processing needs. 

Capture and loading of payments 

Payment processing, receipt extract 

and correspondence processing 

RAPID Image archive of payments, 

iOocStore 

correspondence and documents 

,;;:: = ==================. 

Customer service, incident management, 

outreach and reporting 

Dashboards, reporting, data analytics 

and quality assurance 

Modem platform for developing foreign 

system interfaces. 

• ============""""'- Employer and participant child support 

payment information, FAQs and forms 

= 

Electronic payments using multiple 

hannels and methods 

IL_ 

f" Disbursement of electronic and paper 

payments, monthly statements and coupons 

RAPID Capture - mailroom component leveraging OPEX single-stage mail-open/image-capture product for converting physical paper into digital envelopes for RAPID 

Collections to process. 

RAPID Collections - automates the data capture process for all paper-based, electronic funds transfer (EFT) and international EFT/EDI payments, while reducing the 

time spent posting and researching payments. The solution is powered by Intelligent Remittance Recognition (IRR), a patented lnformatix business rules engine for 

data recognition and decision making. 

RAPID iDocStore - archives all (checks, remittances, invoices, correspondence and envelopes (including electronic payments)) scanned images to a repository where 

they are indexed and made searchable through robust search capabilities. 

RAPID CRM -provides a unified, omnichannel (agent, IVR, email, web, messaging, social media) customer service experience integrating interactive voice response, 

customer service calls, and email requests. 

RAPID Analytics & Reporting- provides transparency into the operation. It includes standard reports, dynamic dashboards for at-a-glance, real time and history 

statistics, and analytics tools for savvy users to perform data analysis and decision making. 

RAPID Data Interchange - sophisticated and comprehensive platform for building interfaces to foreign systems and for handling the secure exchange of data 

between RAPID and those other systems. It is also capable of 1nteroperating securely with systems that communicate and expose services via Web Service API, 

messaging middleware or Enterprise Server Bus. 

RAPID Web - public facing web portal that allows participants and employers the ability to perform online self-service actions. 

RAPID iPayOnline - web payment application available to custodial parties, non-custodial parents and employers to make child support payments by ACH Debit 

(eCheck), credit and debit cards via Web and mobile devices. 

RAPID Disbursement - encompasses the entire disbursement process from receipt of the disbursement instructions from the CSE system to the disbursement of 

paper and electronic payments. 

Our customer service team is a key component to our payment processing operations. With each implementation, our trained customer service team works alongside 

the operational team to provide both live agent support and IVR support. We understand and uphold our "Customer First'' culture, constantly striving to provide 

courteous and accurate responses to customer inquiries. 

In March 2018, lnformatix became the first company in the nat1on to host an SOU operation fully in the cloud with the implementation of RAPID at a production site. 

RAPID was deployed in a FedRAMP compliant, government cloud platform, leveraging Amazon Web Services (AWS). AWS is DoD SRG, FedRAMP, PCI DSS Level 1 and 

SOC 1, 2 and 3 certified. Moreover, it is HIPAA, HITECH and IRS 1075 compliant. The latest AWS SOC reports are downloadable here: https://aws.amazon.com 

/compliance/soc-faqs/.

NCSEA Connections Child Support Products &amp;amp; Services Guide 2023

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NCSEA Connections Child Support Products & Services Guide 2023