NCSEA Connections: Child Support Product and Services Guide

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, now handling billions of dollars
and millions of constituent interactions
each year. Each project, each contract,
comes with our personal commitment.
Scott Cade
Robbie Endris
Zach Steed
Kim Newsom Bridges
Hal Carl
And our clients recognize this commitment. We’re proud to share a few examples of their enthusiasm
in their own words, celebrating our shared successes from across the many child support services we
provide, including customer care, SDUs, and child support enforcement systems.
“
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.
“
As a trusted partner of the state for more than
a decade, Conduent created an efficient and
federally compliant full-service payment and
customer service center. They continue to be
responsive and adaptive to our ever-changing
child support program.
“
“
“
Having Conduent staff handle our phone calls has
allowed our child support specialists to concentrate
on core duties of establishing and collecting child
support. I am actively recommending that other
counties come on board to use Conduent for
customer service assistance.
“
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 Government Solutions
Child Support Solutions
How Thought
Leadership Makes a
Difference for Families
The Future of Child Support:
Dealing with the Pandemic and Beyond
Part of the value Conduent provides to child support
agencies is our thought leadership – but what exactly
does that mean? While the term itself can seem vague,
there are benefits to working with a thought leader—
advantages that not only make things run more
smoothly behind the scenes, but also improve services
to children and families in concrete, positive ways.
FPO Half Page Photo
Dreaming Forward with Dreaming Sessions
Conduent’s deep understanding of the child support environment
has been built over nearly 30 years of program operations, ongoing
partnerships, and individual and collaborative subject matter
expertise. While nationwide best practices can be insightful, there
is no “one size fits all” solution to a particular agency’s challenges.
That’s why we’ve held more than a dozen Dreaming Sessions with
state and large county programs, helping these programs discover
potential paths to their own greatness.
In one large county, as an outcome of their Dreaming Session, a
three-year project was established to pilot a more effective, highly
engaged model for child support in an urban setting. Using a
collaborative case conference model and incentive-based employee
compensation, the project focused on one of the poorest ZIP
codes in the US, where 62% of adult males had spent time in a
correctional facility. The results were stunning: over the three-year
pilot period, while collections at the state and county levels
stayed largely static, collections in the pilot ZIP code leapt 35% to
bring in $6.8 million in current support.
Why Child Support Expertise Matters
In some ways, it’s obvious why child support agencies need child
support thought leaders as partners: every aspect of a child
support solution, from data management to payment processing
to customer care, is shaped by the needs of the child support
program. A company that thinks “IV-D” is pronounced “eye-veedee”
is going to have a much steeper learning curve than one that
has helped more than a dozen states centralize their child support
payment operations both before and after PRWORA.
Conduent’s child support team, led by former state and county
IV-D directors with decades of relevant experience, doesn’t
just rely on past knowledge to inform our solution design and
execution. We’re constantly working with clients, colleagues and
partners to gain a deeper understanding of current issues faced
by child support programs across the country. As an example, we
recently convened a small group of state IV-D directors to discuss
the challenges and opportunities presented by the COVID-19
pandemic; our white paper “The Future of Child Support: Dealing
with the Pandemic and Beyond” is available now.
Why Health and Human Services Thought
Leadership Matters
So child support expertise is all that’s needed to run a great child
support project, right? Not necessarily. There is also value in
bringing innovations, technology and best practices from other
programs into child support. Not only does Conduent provide
smooth paths to federally certified child support systems, fullservice
SDUs that process many of the highest daily and weekly
volumes in the nation, and the country’s #1 online child support
payment platform, but we also disburse billions per year in
government benefits to a wide array of programs—everything
from payroll to adoption subsidies to electronic benefits for the
Women, Infants and Children (WIC) program.
Our child support-focused business unit within a technologyforward
company truly combines the best of both worlds: child
support customer focus with broader access to insights and
innovations.

Looking Toward
the Future
Our SDU Vision
Our focus on innovation includes a vision for the
future: the all-electronic SDU. Every innovation
serves the goal of making sure payments get to the
right families right away.
$
All disbursements are
made digitally to a wallet
or bank account
Next-Generation Child
Support Enforcement
Systems
No matter your path, Conduent can help you
modernize and maintain your next child support
system.
All payments are received
electronically
Replatform
System transfer
Customers have access to
information 24/7 through
multiple channels
Commercial platform
development
Maintenance &
operations

The Future of Electronic Payments is Already Here
In the two decades since PRWORA dictated that all states move to a centrally located State Disbursement
Unit, electronic payments and disbursements have skyrocketed. Many child support transactions are
completely electronic, from the moment a parent or employer initiates payment to the moment the other
parent receives the funds in a bank account or on a card.
That said, there are still parents and employers who haven’t adopted electronic payment options. Sometimes,
this is just a matter of resistance to change, but other times, obstacles stand in the way.
How ExpertPay Can Help
Parents across the country are facing a new obstacle in paying
their child support: the pandemic. Many local child support offices
that previously accepted walk-in payments have been ordered to
suspend public-facing services, so parents are unable to pay their
obligations with cash. But tens of thousands of locations like CVS,
Wal-Mart, and Kroger provide access to MoneyGram services,
where individuals can pay child support with cash, and because of a
partnership between MoneyGram and Conduent, those payments
are quickly processed with ExpertPay.
For parents and employers who want to pay their child support
electronically without leaving the house, the ExpertPay online
payment platform works in all 50 states. By registering on
ExpertPay.com, individuals and employers can set up payments
using their bank account, credit card, or their PayPal virtual wallet.
It’s as easy as click, remit, done. 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.
Whether a payer uses ExpertPay directly or through a service like
MoneyGram, 93 percent of payments made through ExpertPay
reach their destination SDU the next business day. We are able
to achieve this high speed of payment delivery because we team
directly with the payment companies—credit cards, PayPal, and
MoneyGram—not through a 3rd party like our competitors.
ExpertPay processed more than $2 billion last year, which translates
to $60 every second, every day, all year long. As we continue to
incorporate new innovations that make child support payments and
disbursements even easier and more secure, we continue to work
with states to encourage further electronic adoption, increasing
cost effectiveness and convenience.
Let’s make child support as
easy as click, remit, done.
ExpertPay from Conduent
Learn More
Move forward
© 2020 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 xxx

• Review and adjustment of support orders
• Mobile app
• Employer services and portal
• Voluntary paternity acknowledgment
• Debt prevention programs
• Comprehensive operations management
• Customer service contact centers
• Child support system modernization
• Legacy system modernization for federal partners
Trust Maximus to help your agency achieve better outcomes
for the children and families you serve. Contact us today!
maximus.com
MKT-990

Helping Agencies Create A Better Life
For Children And Families
In 2019, nearly 1.5 million families
were lifted out of poverty by child
support and related programs. The
unprecedented challenges and
economic setbacks of today have
raised the stakes for parents and
children across the country. Now
more than ever, our work is critical to
ensuring children’s basic needs are
met so they can continue to grow and
learn. Maximus serves as a trusted
partner to state and county agencies,
hospitals, parents, and communities
to support the evolving needs of the
children, families, and employers
we serve. Together, we are helping
child support programs meet the
challenges of today and beyond.
Highlights of our work over
the past year
$238M 653K
in collections
33M 95,700
new hire reports
processed
children served
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. We also partner with
employers to ensure they comply
with their child support reporting
obligations.
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.
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 health care.
Delivering expertise across
the full spectrum of child
support services
Review and Adjustment of
Support Orders / vMOD
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 lost their jobs and are receiving
Unemployment Insurance – allowing
them to request modifications through
your agency’s call center or website.
Mobile App
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.
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.
Debt Prevention Programs
Our debt prevention program
helps noncustodial parents start
off on the right foot with their child
support obligations. By establishing
personal contact with parents and
their employers at the start of a new
support order, we help parents get
into a pattern of payment compliance
that can result in a significant increase
in full and on-time payments. Our
work in Stanislaus County, California,
generated nearly $48 million in support
payments over 90 months – fully
74 percent of current support owed.

Employer Services and Portal
We make it easier than ever for
employers to comply with child
support reporting requirements,
combining outreach and education
with modern technology. 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.
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.
Customer Service Contact Centers
Maximus has operated child support
contact centers for over 15 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.
System Modernization for States
and the Federal Government
The pandemic has 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, to assisting federal
agencies with stabilizing and
modernizing legacy applications
dependent on obsolete software
technologies, our team of seasoned
professionals stands ready to help.
To learn more about how
Maximus can help your agency’s
child support program meet the
challenges of 2020 and beyond,
contact us today!

GOING THE EXTRA MILE
WITH A PASSION TO SERVE
SMI is focused on supporting Health and
Human Services agencies in the areas
of child support and accounting
solutions management.
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
smi-inc.com
©2020 Systems & Methods, Inc., All Rights Reserved

Getting It Done...From Home
A culture of treating employees and customers like family helped
SMI respond to Covid-19 without missing a beat. Here’s how.
“ This company is doing a lot right.”
North Dakota Child Support Division’s Rona E.
Schmidt learned that firsthand about Systems &
Methods, Inc. (SMI) during her agency’s successful
transition to the smiONE Visa ® Prepaid Card
program from another provider in July of 2020.
James Fleming, North Dakota’s IV-D Director, was
also impressed. “We have now implemented new
card programs with each of the three major child
support debit card issuers. In the middle of a
pandemic with all of our program and IT people
working from home, the implementation of this
project was surreal, in the sense there were no issues
or concerns. From the time that the procurement
was complete until we obtained confirmation that
the new cards would be issued on schedule,

Company profiles | National Spotlight | Covid-19 | Work From Home | Corporate Culture
implementation was so quiet that it was easy to
forget we were transitioning to a new card.”
“In the middle of a pandemic
with all of our program and IT
people working from home, the
implementation of this project
was surreal, in the sense there
were no issues or concerns.”
-James Fleming,
IV-D Director, North Dakota
Child Support Division
When the North Dakota project kicked off—SMI’s
twelfth such transition from a different
contractor—the world was changing at lightning
speed. Widespread shelter-in-place restrictions had
shaken the economy, fear pervaded the public
discourse, and uncertainty about the future
threatened to disrupt the critical services the
child support sector provides to millions of
people across the country. Rather than waiting
to see how the industry would react to the
crisis, SMI did what they’ve done since
1971—put families first and forge ahead.
Within a week of the Centers for Disease Control
and Prevention (CDC) declaring Covid-19 a
global pandemic, SMI successfully transitioned
85 percent of their 175-person smiONE Team to
a work-from-home environment—100 percent
within the following two weeks. “We knew that
it was the right decision for the safety of our
employees and for us to continue providing the
highest level of service to our clients,” said Joe
Stone, CEO. “Our goal was to take care of the
SMI Team so we could take care of the clients
we serve.”
By immediately implementing a
work-from-home solution without interrupting
service—or waiting until team members got
sick—SMI employee engagement improved,
resulting in higher productivity and increased
customer satisfaction. In fact, as the pandemic
surged across the nation, quality assurance
scores in May were highest for the year, agent
satisfaction reached all-time highs, and
employee retention increased 50% over the
previous year. What’s made the difference?
According to in-house smiONE call center
agents, they value the flexibility to care for their
families while working, the extra time to
connect with loved ones during uncertainty,
winning time (and money) back each day by
eliminating a commute, and peace-of-mind that
they’re safer and healthier at home.
The DEC PDP-11, a cousin to
the data processor "as big as
a living room sectional" that
powered SMI in its early days.
-Institute of Computer Sciences, FU Berlin

Company profiles | National Spotlight | Covid-19 | Work From Home | Corporate Culture
SMI was born humbly. Almost 50 years
ago in Carrollton, Ga., founder Bob Stone
purchased an IBM computer “as big as a living
room sectional” to help design systems and
methods that, simply put, could solve people’s
problems. As Bob’s reputation grew, as notable
for its compassionate service as for its
industry-leading successes in automation, he
“knew [he] wanted SMI to be more than just
another technology company.” With that in
mind, he set out to create a company culture
rooted in a shared passion for excellence,
commitment to service, and inclusive,
collaborative spirit.
“Our goal was to take care
of the SMI Team so we
could take care of the
clients we serve.”
-Joe Stone, CEO
Systems & Methods, Inc. (SMI)
That culture lives on today. “I consider my
career at SMI to be one of the biggest blessings
of my life,” said Audrey Cannon, Georgia State
Disbursement Unit (SDU) Project Director. “I
started working at SMI when I was 19 years old.
Thirty-nine years later, I have seen
extraordinary growth and change, but the one
thing that has remained the same is the feeling
that we are a family. We do the right thing. We
take care of our clients. And we take care of
each other.”
Forty-nine years after its inception, SMI is still a
small family business. Customers can reach a
live in-house customer service agent 24 hours a
day, 7 days a week. The CEO is a phone call
away when an IV-D director wants to
brainstorm a new solution. Teamwork, Faith,
and Freedom remain the shared company
values. Now in its second and third generations
of leadership, SMI serves 17 states and 11 tribes
with comprehensive child support SDUs and the
smiONE Visa Prepaid Card, as well as document
imaging and financial management solutions.
During a year that has undeniably changed the
world, businesses have faced plenty of tough
decisions that sometimes meant cutting costs,
outsourcing work, or hastily launching poor
automation. Instead, SMI has reupped on its
half-century commitment to family-first service
and innovative solutions. “When times get
tough, we get innovative,” reflects Joe Stone. “I
applaud our team’s agility, innovation, and
passion to serve. It’s what makes us different,
and we’re prouder than ever to serve in this
space.” ■
SMI and Tribal Nations:
A Unique Partnership
SMI is the only child support payment card provider
to serve tribal nations in the United States. This
distinction comes with an enormous responsibility
to each of the 11 tribes where the smiONE Visa ®
Prepaid Card is distributed. And for SMI, it all starts
with relationships.
By offering program customization to suit a tribal
nation’s unique needs, SMI has been able to
establish trust and build longstanding partnerships
within the communities. “The smiONE card saves
time, money, and phone calls!” quipped Jerry Sweet,
of the Eastern Band of Cherokee Indians in North
Carolina. Sweet’s relationship with SMI dates back
to 2011 when he was leading the Modoc Tribe of
Oklahoma, which became the
very first tribe in the U.S. to adopt the smiONE
card. Though the implementations occurred in
different tribes at different times, Sweet’s
experiences were identical: “Happy clients and
happy staff, which makes me happy.”
Almost a decade in, SMI’s relationships with tribal
nations now extend across the country—from the St.
Regis Mohawk Tribe in New York to the Klamath
Tribe in Oregon, and nine sister tribes scattered
from North Carolina throughout the heartland. SMI
proudly serves each distinctive nation with deep
respect and a shared passion for family and
community.

HEALTH & HUMAN
SERVICES
LOCAL OFFICES
Deliver all essential child support
services including customer service,
paternity establishment, financial and
medical support order establishment
and enforcement, review and
adjustment of orders, and family
engagement program management.
CUSTOMER
SERVICE CENTERS
Reduce public employee workloads
through the use of omni-channel contact
centers with a single entry point for all
customers and options for multiple
modes of communication.
Our Passion.Our Mission.
PAYMENT
PROCESSING CENTERS
Provide an innovative, secure, cost
effective, and hassle-free payment
solution.
BUSINESS
PROCESSING CENTERS
Perform essential end-to-end
operations such as intake, mail
processing, document management,
data entry, recordkeeping, and other
work requiring speed and accuracy.

Child support solutions
Powering positive impact for families
Deloitte’s Child Support Services and Solution Portfolio includes:
• Implementation of Modern Low Code
Platform-based, Cloud Solutions
•
State Systems
• Automated code refactoring
• Business Process Reengineering
• Intelligent Process Automation (AI)
• Modern customer service modules
• Organizational Change Management
• System replacement
Learn more >

Building Resilience within Child Support Agencies
In today’s environment, developing solutions and strategies to help
parents owing support, parents receiving support, children, and
Support leadership to evaluate
social sentiments and contact
center feedback loops to develop
appropriate outbound campaigns
and communications
Evaluate and optimize
contact center operations,
including load balancing,
IVR and operational
Expand self service
capabilities and digital
service to provide workload
Enhance user experience
through virtual assistants
and chat/voice bots
providing nline help
how to prioritize work, how to
connect with co-workers to support
decision making, and handling
referrals from other agencies also
Creat 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

Next gen child support
Powering positive impact for families
Child support in the US has reached a critical crossroad. Arguably one of the
new challenges—arising from dramatic changes in our society—that threaten
its future success.
Changing family structures and circumstances, rising incarceration rates, and
a challenging economy all make it harder than ever for child support programs
computer systems to support their operations, lack the resources for costly
upgrades, and struggle to attract and retain high-performing employees—

To succeed in the coming years,
the child support program will
need to embrace new ways of
operating, including:
• A renewed purpose that ensures
that the program meets parents
and families where they are
today, recognizing the changing
social landscape
• New technologies that tap into
data within agencies, maximizing
the outcomes of communication
and enforcement strategies
Get in touch
www.deloitte.com/us/child-support
Margot Bean
• New approaches to workforce
optimization, including shared
services, centralized functions,
and better tools, to help create a
better employee experience for
the child support workforce
children in America today
noncustodial parents through the
US child support program, making
it one of the broadest-reaching
Read the full report >
As used in this document, “Deloitte” means Deloitte Consulting LLP,
not be available to attest clients under the rules and regulations of

Digital Solutions for
Transforming Child
Support
Since the onset of the Coronavirus
pandemic, we have been living in a world
that evolves daily, creating a “new normal”
that is increasingly reliant on technology
and the advances of the Internet to expand
and maximize what can be accomplished
remotely. Stellarware has always been at
the forefront of these advances and is the
ideal partner to take your Child Support and
New Hire programs to the next level.
With sudden job losses, a precarious economy,
and families facing material and substantial
changes to their livelihood, moving filings and
communications to protected, virtual
environments is now a fundamental component
of effective Child Support collection.
Stellarware’s Portal solution is primed to assist
with these very obstacles, and we are
energized by the opportunity to use these
turbulent times as a catalyst for positive
transformation in the industry.
If nothing else, today’s climate has given
agencies an incentive to re-invent their
processes, create significant cost savings, and
move their employer communities to a more
electronic, communications-based platform.
Stellarware welcomes the opportunity to
support you in these goals and be your guide
on this digital and transformative journey.
While we collectively remain socially distanced,
the need for collaboration and partnership
could not be more vital. Ensuring the continued
operations and the provisioning of services on
behalf of the children and families that we
serve has remained our top priority since the
pandemic’s onset. It is with open hearts and an
open mind, technological expertise, and a data
driven approach, that we continue to expand
our secure, user-friendly, and scalable
solutions to better assist your needs and make
your job that much more effective.
Highlighted within are high-level solution
overviews of Stellarware’s Child Support and
New Hire service portals, many of which have
been augmented to better support state
agencies during this time and all of which may
be custom tailored to match existing workflows
while maintaining cost-effective, turn-key
implementations.

STANDARD MODULES
OPTIONAL MODULES
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.)
STATE
INTERFACE
EMPLOYER
INTERFACE
NEW HIRE
REPORTING
E-IWO ISSUANCE
EMPLOYER
REGISTRY
OUTREACH
COMPLIANCE
NMSN
LUMP SUM
PAYMENTS
TERMINATIONS
EMPLOYER
MAINTENANCE &
VERIFICATION

OPTIONAL MODULE FEATURES
E-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. Module offers processing both electronically
and via USPS mail and makes it possible for employers to complete and /
or respond to NMSNs electronically.
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.
TERMINATIONS: Allows employers to report terminations or layoffs
online, reducing the issuance of unnecessary IWOs and increases
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.
SOLUTION BENEFITS
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 secured, twoway
communication.
Complement your
existing system
or use the portal
as its own
Internet-based
solution.
Enjoy quick turn
arounds
combined with
the highest
caliber of quality
assurance.

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 1,800+ insurers and
31 U.S. child support agencies to automate lien delivery with 70% of forms
transmitted electronically. To date, CSLN has collected an estimated total of
$2B in support.
Watch a one-minute video highlighting the benefits of CSLN by clicking
here.
Did you know?
The Medical Assistance Intercept System
(MAIS) is modeled after and shares the
same architectural foundation as CSLN.
MAIS 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 MAIS by clicking
here.
To learn more about Stellarware and how its products and services can
complement your digital transformation journey while securely maximizing
collections, contact Erika French, Director, by phone at (781) 347-3633 or via
email at efrench@stellarware.com.

A division of
CROSS-PROGRAM CONSULTING
North Carolina Navigates Complex Multisystem
Reform to Improve Service Delivery to Families
Like most states, North Carolina is home to dozens of government agencies
and hundreds of public servants devoted to the safety and well-being of its
most vulnerable citizens. With 100 separate county social services
departments under the State Department of Health and Human Services
(DHHS) supervision, competing interests and differing views created tension
and dysfunction among the agencies. The result was a fragmented system
with too many gaps to consistently meet the needs of those it served. For
nearly a decade, efforts to transform North Carolina’s social services system
failed to gain traction or result in sustained reform. In 2017, the tragic death
of a child in state care prompted legislative action requiring third-party
intervention to assess and improve the State’s service delivery, crossagency
collaboration, data sharing, and funding options.
KEYS TO OUR SUCCESS
“[SLI] brought the best of both worlds—consultants who had national
expertise [and] people who understood the complexities of our state
and local system and our operational nuances.” ~ State DHHS Leader

To address the legislative mandates, DHHS
engaged the Center for Support of Families
Division of SLI Government Solutions (SLI) to
assess the State’s social services programs, make
recommendations for reform, and provide oversight
over implementing the changes. Using its five-step
collaborative process, SLI went beyond merely
developing the required Social Services Reform
and Child Welfare Reform Plans. We used databased
assessment methodologies to perform an
objective assessment with broadly accepted
findings and recommendations. We also helped
build strong relationships among the agencies,
which was a critical missing component in previous
change efforts.
With evidence-based reform plans and crossagency
collaboration and buy-in, the foundation
has been laid for lasting system transformation,
and ultimately, improved outcomes for children and
families. This success has prompted us to develop
our Cross-Program Consulting Services further to
benefit social services systems in more states.
Visit SLIGov.com to read the full Case Study.
New course offerings!
Child Support Professional Training
In response to the COVID-19 pandemic, CSF has transformed our most
popular in-person training into highly specialized, interactive, virtual
training. In addition, CSF has developed a web-based, self-paced fivemodule
e-Learning course on Effective Child Support Customer Service
training. This new three-hour training delivered through our LMS is
highly interactive and engaging with real life child support scenarios and
quizzes to maximize retention, and includes a stand-alone module on
Unintended Bias and Cultural Competence.
View new course catalog available at SLIGov.com.
PARTNER WITH US
Kathy Sokolik, MPA
Vice President
Mobile: 707-373-2975 | Email: ksokolik@sligov.com
Diane Potts, JD
Director of the Child Support Practice
Mobile: 240-478-9003 | Email: dpotts@sligov.com
SLIGov.com

We put proven technology and processes to work for the
families who count on you.
CSG helps to maximize your child support capabilities
using program modernization strategies based on best
practices and more than 20 years of hands-on experience.
Our Child Support Experience
CSG provides Feasibility Study, Cost Benefit Analysis,
Project Management Office, Quality Assurance,
Organizational Change Management, Business Process
Reengineering, Application and Security Testing,
and OCSE System Certification Support services for our state government clients across the country.
Our recent child support projects include:
Your trusted advisor in child support
program modernization.
South Dakota – Child Support Modernization Planning and Feasibility Study
Nevada – PMO and OCM for NVKIDS Child Support System
Oregon – QA Services for Child Support System Project
Indiana – QA Services for INvest Child Support System Modernization
Georgia – Child Support System Feasibility Study and Cost Benefit Analysis
Arizona – Feasibility Study and Cost Benefit Analysis for the Child Support System
Illinois – Child Support System Modernization Planning and PMO
Maryland – Child Support System BPR and Performance Improvement
Oklahoma – Enterprise Modernization Planning for Child Support Enforcement
Named one of America’s Best Management Consulting Firms for the public
sector three years in a row by Forbes.
www.CSGdelivers.com

Child Support Expertise in Action
Child Support Feasibility Study, Alternatives Analysis, and
Cost Benefit Analysis in Georgia
The Georgia Division of Child Support Services is assessing options to modernize its legacy child support
system and peripheral systems, including the customer online services portal, data warehouse, and mobile
app, to align with the Division’s strategic goals and best meet the needs of children and families in Georgia.
CSG's Efficient Approach to a Child Support Feasibility Study
DCSS selected CSG to conduct a Feasibility Study, Alternatives Analysis, and Cost
Benefit Analysis based on our proven ability to complete a high-quality Feasibility
Study in just nine months. We applied lessons learned in other states and deployed
TeamCSG℠ Child Support Modernization tools to support effective-decision making
and ensure compliance with OCSE guidelines. We also developed a Modernization Roadmap and DDI
Readiness Plan to enable DCSS to build on the momentum generated by the Feasibility Study.
Throughout the modernization planning effort, we equipped our team with methodologies and
configurable tools to drive efficiency, productivity, and quality, including:
CSG’s Proven Child Support Modernization Methodology: Adheres to OCSE guidelines and supports
collecting the evidence needed to support decision-making and produce high-quality deliverables.
TeamCSG℠ Child Support Maturity Model: Supports the analysis of how the child support program
operates now and how it could mature to operate in the future to support decision-making.
TeamCSG℠ Child Support Requirements Management: Includes a pre-loaded model set of system
requirements based on the OCSE Certification Guide, and a repository for adding business and
technical requirements customized to state-specific needs.
TeamCSG℠ Feasibility Study and TeamCSG℠ Cost Benefit Analysis Toolsets: Brings efficiencies to the
Feasibility Study and CBA processes and ensures the accuracy and integrity of the data.
For more information, contact Landis Rossi, CSG Child Support Client Executive, at lrossi@csgdelivers.
www.CSGdelivers.com

HOW IMPORTANT IS CONVENIENCE TO YOU?
Convenience is the new Ferrari. Think about it, we no longer have to physically go to a store to pick up groceries, pay
with cash, or leave your car for regular day to day transactions. The pandemic has proven the importance of having safe
and secure methods to perform your everyday tasks.
At CiviTek National, we recognize the importance of parents having secure and accessible options to make obligatory
payments. Through our payment solutions, parents can conveniently make secure cash and electronic payments using
debit cards, credit cards, and e-check. Our solutions allow parents to conveniently pay their way. Ultimately, ensuring
non-custodial payments are securely delivered to the homes of children and families.
CiviTek National, Inc. partners with State children and family agencies to provide easy to use payment solutions at NO
COST to the government entity.
CONVENIENT AND USER-FRIENDLY TOOLS
An online payment portal for
parents to pay both domestic
and international child support
obligations via major credit
card, debit card, and e-check.
Parents can securely login to
website, pay on multiple cases
and view payment history.
PHONE PAYMENTS
Interactive Voice Response
(IVR) Phone Payments allow
your customer to easily make
a debit or credit card payment
by phone 24/7/365, using
automated services.
KIOSKS
An ideal solution for making any
government related payment
with cash or credit cards in areas
where a cashier is not present.
TEXT MESSAGING
This product will provide
recurring payment users with
notifications that their payment
is due, coming due, or paid.
PAY NOW BUTTON
A payment processing tool
to link to any page on your
website. You are in control of
the design of your webpage
and information you require
to collect from your customer.
Allow your customers to pay
with ease with all major credit
cards, debit cards, PayPal,
GooglePay, ApplePay, Venmo,
and e-checks. Recurring
payments is also available
for credit card and e-check
transactions.
DID YOU KNOW?
• According to the Administration of
Children & Families, in 2019, the Child
Support Program collected $32 billion
dollars in child support and 96% went
to families.
• In Fiscal Year 2019-20, CiviTek National
securely processed 551,115 transactions,
equating to $167,700,065 collected and
transferred to state agencies.
• CiviTek National processes payments in
10 states and 1 territory.
To learn more about services powered by CiviTek National or schedule a demo, contact your representative, April
Daniel, by email at Adaniel@civiteksolutions.com or call 850.868.1806.
Check Out Our New Twitter Page @CiviTekNational

Communicate DIRECTLY AND
QUICKLY with Constituents
The ability to communicate DIRECTLY AND
QUICKLY with constituents is a key performance
indicator used by the Federal Office of Child
Support Enforcement.
Child Support Enforcement (CSE) agencies are
challenged with managing Federal legislative
changes that impact programs that already have
limited budgets, technology and personnel —
while continuing to provide quality services to
their constituents.
A modern Customer Communication Management
(CCM) platform provides omnichannel delivery
and allows tracking of results — to determine
which communications are working and which
ones to adjust.
Quadient Inspire CCM technology
can aid CSE programs to:
improve constituent experiences
support increasing case loads
generate additional funding from
the Federal Government
Discover how to optimize your Child
Support enforcement programs and
client interactions…
Detailed Infographic:
How to Improve Child Support
Enforcement (CSE) Programs
with Limited Funding

7918 Jones Branch | Suite 300 | McLean, VA 22102
t: 703.506.2880 | f: 703.506.3266
www.NCSEA.org
Twitter: @ncsea1