Customer Service Center Simplified Authentication Project

About the Program

Category: Information Technology (Best in Category)

Year: 2016

The Department of Public Social Services (DPSS) provides services to more than 3 million residents in Los Angeles County. Each month, our Customer Service Centers (CSC) receive over half a million calls from our customers. In March 2015, the Department implemented a simplified authentication enhancement for the CSC’s Self Service Automated System in an effort to encourage the public’s use of our expanded automated services and to enhance service delivery. This enhancement was developed to provide an efficient vehicle for DPSS customers to obtain information expeditiously, thus reducing unnecessary follow-ups, repeat telephone calls, and district office walk-in traffic. It also offers a self service component with 24/7 access which allows customers to call in at any time of the day or night to automatically access personal information about their case such as their current benefit amount, the current status of their case, and when their periodic report was last received.