Self Service Kiosks Department of Child Support Services

About the Program

Category: Human Services (Best in Category)

Year: 2010

The County of San Diego Department of Child Support Services (SDDCSS) installed and programmed three kiosk Self Service Centers for use by its walk-in customers. Two of the units were set up in the public waiting areas of the department’s downtown courthouse location and the other was placed in the lobby of the North County courthouse. Traffic patterns in three customer areas were analyzed to determine the optimal placement of kiosks. The kiosks are equipped with touch screen and keyboard navigation to allow customers to access information related to child support, make online support payments by credit card, review legal forms necessary for desired court action, access informational websites related to child support and access websites of agencies providing employment assistance. Users are able to access and print California Judicial Council Forms and can fill out certain forms online. The network connection is secure and personal data is cleared after every session. The kiosks allow customers to process payments and receive information on their own, without waiting for SDDCSS staff. This project has freed up staff time and resulted in less congestion at the walk-up windows. A total of 2,555 visits were logged in at the three sites over the course of fiscal year 2008-2009. The department is planning to rollout additional kiosks at more off-site location this fiscal year.