NCSEA Connections: Child Support Product and Services Guide

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.