CSSD Tailored Analytics

About the Program

Category: Human Services (Best in Category)

Year: 2015

The Los Angeles Child Support Services Department recently implemented a strategic plan to incorporate several significant business model practices. The goal was to develop guiding principles to enhance effectiveness, maximize the availability of staffing resources, and ultimately increase the amount of distributed collections provided to the children and families. The Department created a predictive analytics model to assess 280,000 cases. The model utilized existing programmatic variables and incorporated participant and economic data to identify predictors for a desired case outcome. In a preliminary project, nine case managers were assigned to an Arrears Only Team to focus on productive enforcement efforts. Throughout this process, the arrears only cases had similar needs and case managers implemented tailored enforcement remedies to ensure all needs were met. These case managers became subject matter experts by developing their locate skills and enhancing case performance through the new business model practices with like-type caseloads. The arrears only project contributed to the case managers collecting $2 million dollars in a span of 12 months on previously non-paying cases, increased collections, and improved customer service. The extensive strives of this project resulted in a successful business model, that is proactive and has proven to maximize the Departments efficiency.