Proactive Customer Service Centers and IVR Tools

ISM 2008 Conference San Francisco, CA August 25, 2008

Interactive Customer Service Centers and Proactive Customer Service Tools

In this session you will learn how Arizona and California have effectively deployed private industry technologies such as Interactive Voice Response systems (IVR), Auto Dialer technologies, and Customer Support Centers to the benefit of the child support customers, social service customers and workers alike.

Arizona
You will see how Arizonas award winning use of the IVR auto dialer feature has improved the responsiveness of custodial and non-custodial parents and dramatically increased child support collections. Arizonas proactive approach to communicating and reminding parents of their child support obligations early on helps reduce the adversarial relationships commonly developed between the agency and parent.

California
Los Angeles Californias Los Angeles Customer Service Center (CSC) provides a very unique blend of traditional call center ticket tracking, reporting and statistical capabilities with that of real-word public assistance services being provided directly to clients at a time that is most convenient for the client. Clients may choose to speak to an eligibility worker who utilizes the Los Angeles County Automated Welfare system (LEADER) for real time case information. LAs CSC includes an IVR system that gives automated case status and benefits information.

California
Alameda County Alameda County, California (ALC) employs its award winning IVR system to help the Children and Family Services Department track the whereabouts and status of its foster child population while simultaneously keeping overpayments to foster care providers to an absolute minimum. In addition, ALC uses IVR technologies to provide benefit and status information to its TANF clients, and payroll information and eligible service hours to its In-Home Support workers and clients.

Proactive IVR Solutions

Arizona Auto-Dialer
Arizona Department of Economic Security (DES) Division of Child Support Enforcement (DCSE)

Background

Attended workshop titled Harnessing Technology to Improve Child Support Services Staff from North Carolina demonstrated that early case monitoring and intervention deters non payment of child support Received SIP grant to fund pilot project aimed at several participating small counties within state Generated automated telephone reminders to custodial (CP) and non-custodial (NCP) parents Small initial hardware/software investment $15,000.00
20% increase in appointment and hearing attendance 11% decrease in new court order delinquencies

Older Child Support Business Models

Past reliance on powerful automated enforcement remedies Automated remedies triggered only after arrearage thresholds had already been met
Notices to baking institutions freezing accounts IRS/DOR intercepts of tax returns Judgments Notices and billing statements Credit bureau reporting Passport denial Real and personal property liens Professional and drivers license suspension

Effective but largely responsive v. proactive case management 2005 National Child Support Strategic Plan build culture of compliance

New Directions/Business Models

Supplement responsive approach to automated enforcement with additional proactive applications

Focus on Early intervention Building culture of reliable court order compliance

Consistent communication with parents

Improve collections Increase client contact Better hearing and appointment attendance

IVR Technology

Leveraged existing interactive Voice Response (IVR) system Rely on information maintained in ATLAS Arizona's state case management system Download data elements nightly/weekly to IVR SQL server Generate pre-recorded telephone reminders/scripted messages and target specific groups of custodial and non-custodial parents

Create automated calling campaigns focusing on child support obligations and other case activities 2006 implementation Reverse 48 of 96 inbound IVR ports Generate calls from 5:00 p.m. to 8:00 p.m. MondayFriday and 8:00 a.m. to noon on Saturday Could generate 2500 calls per hour

Target Groups

NCPs with new child support orders or newly modified orders before their first payment is due or after first payment is missed NCPs with history of consistent child support payments (6 continuous months) who miss payment. This target group is prompted to contact the DCSE Customer Service Team, which provides information about available DES employment services and informs them of their right to request a modification of their child support order NCPs that have not made a child support payment for at least are 90 days NCPs and CPs with scheduled court hearings 2 days prior to their scheduled hearing NCPs and CPs who are scheduled to attend meetings with child support staff 2 days prior to their meeting

Hearing Reminder Script

AUTO-DIALER CAMPAIGN SCRIPTS (Revised 07/14/2008) HEARING REMINDER [PROMPT cse07000] This is a courtesy call from the Division of Child Support Enforcement regarding your ATLAS case number <DBCOL4>. [PROMPT cse07001] This is a reminder that you are scheduled to appear at a hearing on <DBCOL5> [PROMPT cse07002] at <DBCOL8>. [PROMPT cse07003] The hearing will take place at <DBCOL9>. [PROMPT cse07004] If you have any questions regarding this hearing, please contact us at (602) 252-4045 or, in Arizona call toll-free, 1-800-882-4151 during normal business hours. [PROMPT cse07005] This message will now be repeated. ANSWERING MACHINE REPLAY MESSAGE

Appointment Reminder

APPOINTMENT REMINDER [PROMPT cse07000] This is a courtesy call from the Division of Child Support Enforcement regarding your ATLAS case number <DBCOL4>. [PROMPT cse07009] This is a reminder that you have an appointment scheduled on <DBCOL5> [PROMPT cse07002] at <DBCOL8>. [PROMPT cse07010] The appointment will be held at <DBCOL9>. [PROMPT cse07011] If you have any questions regarding this appointment, please contact us at (602) 252-4045 or, in Arizona call toll-free at 1-800-882-4151, during normal business hours. [PROMPT cse07005] This message will now be repeated. ANSWERING MACHINE REPLAY MESSAGE

First Payment Due

FIRST PAYMENT DUE (NEW OR MODIFIED ORDERS) INTERACTIVE [PROMPT cse07000] This is a courtesy call from the Division of Child Support Enforcement regarding your cse07000] ATLAS case number <DBCOL4>. <DBCOL4>. [PROMPT cse07017] This is a reminder that a new child support order has been established, or the child cse07017] support amount of an existing order has been modified for this case, and the first payment is due on <DBCOL5>. DBCOL5>. [PROMPT cse07018] To make a payment using your credit card, debit card or checking account, please cse07018] press 1. [PROMPT cse07006] To make a payment using your checking account, please press 1. cse07006] [PROMPT cse07007] To make a payment using a credit card or debit card, please press 2. cse07007] [PROMPT cse07035] Please hold while we transfer your call. cse07035] [PROMPT cse07019] To speak with a customer service agent during normal business hours, or to hear case cse07019] balances at any time, please call (602) 252-4045 or, in Arizona call toll-free, 1-800-882-4151. You may also contact us online at [www.azdes.gov]. [PROMPT cse07020] If you have already submitted your payment, please disregard this message. cse07020] [PROMPT cse07005] This message will now be repeated. cse07005] ANSWERING MACHINE REPLAY MESSAGE [PROMPT cse07000] This is a courtesy call from the Division of Child Support Enforcement regarding your cse07000] ATLAS case number <DBCOL4>. <DBCOL4>. [PROMPT cse07017] This is a reminder that a new child support order has been established, or the child cse07017] support amount of an existing order has been modified for this case, and the first payment is due on <DBCOL5>. DBCOL5>. [PROMPT cse07019] To speak with a customer service agent during normal business hours, or to hear case cse07019] balances at any time, please call (602) 252-4045 or in Arizona call toll-free, 1-800-882-4151. You may also contact us online at [www.azdes.gov]. [PROMPT cse07020] If you have already submitted your payment, please disregard this message. cse07020] [PROMPT cse07036] Thank you, goodbye. cse07036]

First Payment Missed

FIRST PAYMENT MISSED (6 MONTHS CONSISTENT) INTERACTIVE [PROMPT cse07000] This is a courtesy call from the Division of Child Support Enforcement regarding your ATLAS case number <DBCOL4>. [PROMPT cse07026] While your child support payments have been consistent in the past a payment was not received last month. If there has been a change in your employment or another circumstance that has affected your ability to make a payment, please contact our office for referrals to other services, including employment assistance. [PROMPT cse07006] To make a payment using your checking account, please press 1. [PROMPT cse07007] To make a payment using a credit card or debit card, please press 2. [PROMPT cse07035] Please hold while we transfer your call. [PROMPT cse07019] To speak with a customer service agent during normal business hours, or to hear case balances at any time, please call (602) 2524045 or, in Arizona call toll-free 1-800-882-4151. You may also contact us online at [www.azdes.gov]. [PROMPT cse07020] If you have already submitted your payment, please disregard this message. [PROMPT cse07005] This message will now be repeated. ANSWERING MACHINE REPLAY MESSAGE

90 Days Delinquent

90 DAYS DELINQUENT INTERACTIVE [PROMPT cse07000] This is a courtesy call from the Division of Child Support Enforcement regarding your ATLAS case number <DBCOL4>. [PROMPT cse07032] This is a reminder that no payments have been received for this case for 90 days or more. To prevent further enforcement actions from being taken on this case, please make your payment immediately. [PROMPT cse07006] To make a payment using your checking account, please press 1. [PROMPT cse07007] To make a payment using a credit card or debit card, please press 2. [PROMPT cse07035] Please hold while we transfer your call. [PROMPT cse07019] To speak with a customer service agent during normal business hours, or to hear case balances at any time, please call (602) 2524045 or, in Arizona call toll-free, 1-800-882-4151. You may also contact us online at [www.azdes.gov]. [PROMPT cse07020] If you have already submitted your payment, please disregard this message. [PROMPT cse07005] This message will now be repeated. ANSWERING MACHINE REPLAY MESSAGE

Results

145,000 reminder messages generated $2,563,000 in additional collections attributed to auto-dialer $95,000 cost $25.00 collected for each $1.00 spent in development

New Payment Options

Short term enhancement Telephone prompt provides keypad option to Pay by Phone 3rd party vendor
Check Debit Credit

Pre-registration requirement Additional enhancements

Pay on-line Pay through IVR

Mid August implementation

Auto-Dialer Annual Report September 01, 2006 July 30, 2008 Summary Call Results All Campaigns

Contact

David Levin Policy & Resource (PRA) Administrator Arizona Division of Child Support Enforcement (602) 771-8188 DLevin@azdes.gov

Interactive Voice Response Systems

Foster Care Tracking System Customer Automated Response System Adult & Aging Automated Response System

About Alameda County Social Services

Population of Alameda County 1.2 million people 9,000 County Employees 2000 Social Service Agency Employees Five major departments
Economic Benefits (TANF) Employment Services Children and Family Services Adult & Aging Administration & Finance
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Clients Served by SSA

18,000 TANF Clients 60,000 Medicaid Clients 9,000 Food Stamp Clients 9,000 General Assistance Clients 3,000 Foster Care Children 17,000 Adult & Aging Clients 17,000 In-home Support Workers (service providers)
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Interactive Voice Response Systems that Support Clients and Employees

Foster Care Tracking System (FCTS)

Plus Web Component

Customer Automated Response System (CARS)

Plus Web Component

Adult & Aging Automated Response System (AAARS)

Plus Web Component

24

Foster Care Tracking System Functions 2005 California State Association of Counties Challenge Award winner Automated tracking of child placement status Prevents overpayments to foster care providers Accurate and on-time payments to foster care providers Easy to use
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Foster Care Providers summary

24/7 Access for Providers Does not issue grants when appropriate (month/day of change) Sends automated emails to CWWs
Verification of placement change Child out of home Runaways

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Children and Family Services (CFS)

Challenges

27

Foster Care Department Challenges

Overpayments to foster care providers
$2,945,541 year 2000 $243,962 monthly year 2000

Inconsistent methods of communicating placement changes

Telephone Email Fax Interoffice memo Sticky note No communication at all

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Children and Family Services (CFS) Challenges

Payments to FC Providers often late and/or inaccurate due to error prone manual procedures Poor child tracking processes resulted in continuous payments long past placement termination Inconsistent verification of child placement changes for CWW

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Monthly FC Overpays Since 1996

250000

200000

150000

IVR implemented October 2003

100000

50000

0 96/96 97/98 98/99 99/00 00/01 2k1/2k2 2k2/2k3 2k3/2k4 2k4/2k5 2k5/2k6 2k6/2k7 2k7/2k8

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The FCTS Solution for CFS

An automated stop payment to a provider when a child changes placement An automated start payment for childs placement in a new foster care provider An automated way of documenting that change of placement An automated way of informing the Child Welfare Worker the change placement notification has been received

31

Foster Care Tracking System

32

IVR Cheat Sheet for Child Welfare Workers

33

TANF (Welfare) Department

Challenges

34

TANF (Welfare) Department Challenges

2005 conversion to new eligibility system created confusion for client, worker, supervisor, manager, directors alike Customer calls jumped from 70,000 in October 2005 to 140,000 in March 2006 Customers unable to get basic information regarding their case due to overwhelmed workers Customers were only served during business hours (8:30am-5pm)

35

TANF (Welfare) Department Challenges

Overloaded caseworkers dont have time for routine telephone calls Many calls from clients not returned Lots of telephone call drop offs Lots of telephone call line busy Clients on hold for longer than 30 minutes Customer complaints to the Board of Supervisors

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Volume and Percentage Calls Handled by IVR Services

160,000 140,000 call volume 120,000 100,000 80,000 60,000 40,000 20,000 0 Jun 2k6 Oct 2k5 Feb 2k6 april 2k6 aug 2k6 oct 2k6 dec 2k6 feb 2k7 apr2k7 aug2k7 oct2k7 feb2k8 jun2k7 Dec 2k5 dec2k7 apr2k8 jun2k8 60% 50% 40% 30% 20% 10% 0% percent usage

Total CARS VRU Calls

Percent VRU Handled

37

About Customer Automated Response System

Implemented April 2005

Handled an average of 40,000 monthly

Services TANF, Medicaid, Food Stamps, and General Assistance Customers Provides general and specific case information
Active/inactive/pending status Amount of TANF grant
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About CARS
Provides general and specific case information, continued
Grant amount for food stamps Type of Medicaid Coverage Customers can request automated reissue
Benefit Identification Cards Verification Letters

Automated request to send email to a case worker

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Adult and Aging Services

Challenges

40

Adult and Aging Services Challenges

20 employees responsible for processing over 34,000 In-home Support Workers timesheets monthly Not enough staff to handle payroll and the 40,000 customer calls each month In-Home Support (IHSS) workers seek immediate acknowledgement that their timesheets have been received and processed

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Percentage of VRU Handled IHSS Calls

60,000 50,000 Number Calls 40,000 30,000 20,000 10,000 0

Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov06 07 07 07 07 07 07 07 07 07 07 07
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About AARS Implemented September 2006 Handles on average 82 % of all IHSS calls Offers general and specific information for both the client and the care giver

43

AARS Services for Clients Status of their case Share of Cost Authorized Hours Next Reassessment Due Date Case Workers Name and Phone Number Medicaid information
Active/discontinued/pending status

Auto verification letter for Medicaid

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AARS Services for Service Providers Number of hours authorized to work in current and next month Date last timesheet received, including: pay period, no. of hours, net amount Status of payment: in the system, check print and mail date, check cashed Auto request for duplicate W2, W4, and letter of Employment Verification

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Questions
Foster Care Tracking System Customer Automated Response System Adult & Aging Automated Response System

Los Angeles County Department of Public Social Services

CUSTOMER SERVICE CENTER

CUSTOMER SERVICE CENTER

Department of Public Social Services
As a result of extensive research, DPSS implemented a call center that utilizes the state of the art technology to improve service access and delivery to our community The Customer Service Center pilot was implemented on January 16, 2007 Access Hours were expanded, 7:30 a.m. to 5:30 p.m. Experienced Eligibility staff were selected based on customer service skills and experience Eligibility staff received comprehensive customer service and computer system training

CUSTOMER SERVICE CENTER

Department of Public Social Services

Initially, the pilot serviced only one District office: San Gabriel Valley District Total caseload of 30,451 Provide services for Medi-cal, Food Stamps, CalWorks and General Relief Services available in English, Spanish, Mandarin and Vietnamese Quick Link to Emergency Services Using advanced technology for tracking, reporting and analysis

CURRENT CSC WORKLOAD

Department of Public Social Services
Throughout the pilot phase, three District offices were added to the Customer Service Center: San Gabriel district office on January 16, 2007 Norwalk district office on May 15, 2007 El Monte district office on August 21, 2007 Combined caseload for all three offices is over 104,000 Monthly call volume: over 61,000 Monthly tracking tickets: over 34,000 On January 29, 2008, a Self Service Interactive Voice Response System (IVR) was implemented

IDENTIFIED BENEFITS
Department of Public Social Services
Customer Benefits Single point of contact Timely and accurate responses Calls are tracked and handled appropriately Priority handling of emergencies Greater accountability for case actions Accurate and uniform information through the use of knowledge based technology Expanded access to resource information Automated program and resource information Redeploy resources quickly during a disaster Customer surveys have proven a 99% customer satisfaction rate
Organizational Benefits Immediate access to case information via DPSS eligibility and benefits issuance system, LEADER Centralizes information sources to ensure accuracy Immediate access to current program information through the knowledge based system Provides an escalating system of alerts for tracking case actions done via a customer relationship management solution known as Frontlink Ensures Accountability and Quality Control Enhance management control through real time reporting Reduced district office traffic Reduced customer complaints

COMPUTER TECHNOLOGY
The customer service center is utilizing the most modern technology for the delivery of services:

Department of Public Social Services

Cisco Voice over Internet Protocol (VoIP) Frontlink (Ticket Tracking System) Lagan Technologies
New Lagan-IPCC-LEADER integration allow participant information to populate on ticket, thus avoid manual query High availability and load balancing to maximize performance between two servers Business enhancements that allow more dynamic workflow of tracking tickets (reallocation, escalation, multiple links)

IEX Corporation Forecasting System Information Exchange NICE Reporter- Neptune Integration Computer Engineer Plasma wide screen panels for display of call distribution and queue wait times Interactive Voice Response system (IVR) NEC providing participant self-service capabilities Reporting tools: Oracle Discoverer Plus System Cisco Webview Reporting System

SCOPE OF PROJECT
DPSS Call Center IVR Call Flow Overview
Lang-Emergency

Suicidal Prevention Child Abuse

1 2 3 4 5

Xfers to Suicidal Prevention at Xfers to Child Abuse at Xfers to Elder Abuse at

1(877 ) 727 - 4747 1(800 ) 540 - 4000 1(877 ) 477 - 3646 211 211

Department of Public Social Services

Participant Dials 1(866 ) 613 -DPSS 1(866 ) 613 -3777

Elder Abuse Domestic Violence Baby Safe

Lang -Main

Xfers to Domestic Violence at Xfers to Baby Safe at

Lang -Partic -info

CalWORKs 1 2
1.1.0.1

1 2 3 4
1.1.1
Q ueue to: Skill: O thers (P rog/Lang)

DPSS -W elcom e

Emergency Menus Self Service Participant Information General Information Fraud /IHSS Hotlines

NAFS Medi -cal GR

No (1)

English

getCustNumber 3 4
1.1.0

Please enter your Customer No . PIN

O ther Languages

Does Cust No . Exist

Yes

CalWORKs
1.1.2

Food Stamps
1.1.3
(1)

Spanish

Medi -Cal
1.1.4

spOtherLanguage To Listen in English For own To Exit Language 1 Vietnamese 1 2

GR / FS

(2)

Q ueue to: Skill:

O thers (P rog/Lang)

Lang -G -Info en

Program Info Mandarin

1 2 3

Directions Hours of Operation

CalWORKs Homeless Food Stamps Medical General Relief

Direction Prompt Played

1 2 3 4 5

Response

Definition Elig Requir How to apply .

1 2 3

Hours of Operation Prompt Played

Lang -Prog -Hotlines

Fraud Prevention In home Support

1 2

Xfers to Fraud Prevention at Xfers to In Home Support at

1(800 ) 349 - 9970 1(888 ) 678 - 4477

CSC Business Process Flow

Department of Public Social Services
Customer Service Center
Participant (s)/Caller (s)

District Office

LANet
(Tracking System)

LEADER
Central Control Unit

Firewall

Customer Service Center Agent

District Eligibility Supervisor

LEADER
Interactive Voice Response (IVR) system Go through the IVR for general and program inforamtion. Links to agencies and hotlines
District Eligibility Workers

ROLES AND RESPONSIBILITIES

Department of Public Social Services
Customer Service Agents
Evaluate Customer inquiries and requests Generate Tracking Tickets Provide general and case specific information Direct Referrals (i.e., 211,) Process requests for Mail Out Application (FS/MAO) Initiate Address Changes Initiate Add Individuals/Newborns Schedule appointments Submit request for replacement cards (BIC) Submit requests for MEDS account activation Complete MEDS transactions (Address, Birthdate and Aid Code changes) Initiate requests for replacements cards (EBT) Complete Case Comments

CALLS BY PROGRAM
C STO RSE VIC C N R U ME R E E TE C aseload to C alls R atio by Program March 2008

Department of Public Social Services

NUMBER OF CALLS AND

NUMBER OF CALLS AND CASELOAD CASES

100,000 80,000 60,000 40,000 20,000 0

Case to Call Ratio:

1 : 1.2 1 : 0.3

78,433

1 : 0.3

1 : 1.4

25,826 13,658 17,049 8,664

22,640 3,617 Medi-C al

PR G AM O R

5,211

CalWORKs

Food Stamps

General Relief

District Office Caseload

Calls Directed to Agents

CUSTOME SE R RVICE CE NTE R Total Calls by Program March 2008

CUSTOME SERVICE CENTE R R Total Districts Caseload by Program February 2008

Medi-Cal 42.3%

General Relief 9.7% Medi-Cal 64.5% CalWORKs 31.8%

General Relief 3.0% CalWORKs 11.2%

Food Stamps 21.3%

Food Stamps 16.2%

Note: Percentages m not add up 100% due to ay

Total calls = 53,564

Note: Percentages may not add up 100% due to rounding.

Total Caseload = 121,534

CALLS BY LANGUAGE
NUMBER OF CALLS AND CASES
C S O E S R IC C N E UT MR E V E E TR C s lo dtoC lls R ae a a atiob L n u g y agae M rc 2 08 a h 0

Department of Public Social Services

8 ,0 0 0 0 7 ,0 0 0 0 6 ,0 0 0 0 5 ,0 0 0 0 4 ,0 0 0 0 3 ,0 0 0 0 2 ,0 0 0 0 1 ,0 0 0 0 0 E g /O e n lish th r S a ish pn
L NUG AGA E

NUMBER OF CALLS AND CASELOAD

C se toC ll R tio a a a :
1: 0 .6 1: 0 .4 1: 0 .2 1: 0 .2

5 ,3 5 6 1

4 ,6 1 1 9 3 ,3 8 3 8

1 ,5 8 5 8 7 0 ,8 7 1 8 ,4 4 V tn m se ie a e

1 ,7 1 5 2 3 0 ,1 4 Mn a a d rin

D istrict O ffice C se a a lo d

C lls D cte toA e ts a ire d gn

CUSTOME SE VICECE TE R R N R Total Calls by Language March 2008

CU STO R SE ME RVICE CE TE N R Total Districts Caseload by Language February 2008

Spanish 29.1% Vietnamese 2.8% English/Other 46.3%

Spanish 34.3% Vietnamese 6.4% Mandarin 12.9%

English\Other 62.3%

Mandarin 5.8%

Total calls = 53,564

Note: Percentages m not add up 100% due to rounding. ay Note: Percentages m not add up 100% due to ay

Total Caseload = 121,534

Average monthly Tracking Ticket Breakdown

Department of Public Social Services
CUSTOMER SERVICE CENTER A verage Monthly Tracking Ticket Breakdown October 2007- March 2008

General Inquiry 27,578 80.6%

Mail Application 308 0.9%

Case Maintenance 2,444 7.1%

October
Total tracking tickets Case Maintenance Schedule Appointment Quick Issuance General Inquiry Mail Application

Quick Issuance 1,773 5.2% Scheduled Appointment 2,103 6.1%

November 30,387 2,244 2,124 1,644 24,103 272

December 28,715 1,927 1,951 1,367 23,223 247

January 42,436 3,049 2,542 2,043 34,406 396

February 35,017 2,488 1,747 2,067 28,410 305

March 34,424 2,463 1,710 1,821 28,138 292

% change from previous month

34,255 2,494 2,543 1,695 27,188 335

-1.7% -1.0% -2.1% -11.9% -1.0% -4.3%

Report Source: Oracle Discov erer Plus CSC self serv IVR implemented on 01/29/2008 ice Note: Percentages may not add up 100% due to rounding.

DPSS CSC April 3, 2008

CSC PILOT UPCOMING ACTIVITIES/CHALLENGES

Department of Public Social Services
Expand IVR Expand countywide - multiple full service call center locations serving as one virtual center Service all 32 LA County district offices Caseload of 1.1 million and over 2 million participants Long Term Plans: Incorporate other programs Incorporate other customer services numbers/hotline numbers Internet based automated services

Department of Public Social Services

QUESTIONS?