Child Support Gateway Program

About the Program

Category: Human Services (Best in Category)

Year: 2009

The Child Support Gateway Program is a combination of innovative ways to improve the front end customer service experience. Orange County Child Support Services has blended their programs to improve the interface between the customer and agency. The program offers efficient ways for better customer service to lead CSS in productivity, performance, and collections. The Online Application, Pre-default intervention, and forms clinic have all produced results to benefit the customer and CSS. The programs enable patrons to take an active role in their child support case, provide education in child support services, and assist in patrons in need. Automation, business process improvement, and efficiencies have resulted in a 30% increase in collections per employee over the past five years. The Gateway Program has been one major contributor to that increase.