MULTI-CHANNEL TWO-WAY COMMUNICATION

Transcription

1 MULTI-CHANNEL TWO-WAY COMMUNICATION STEVEN GOLIGHTLY PH.D. DIRECTOR LOS ANGLES COUNTY CHILD SUPPORT SERVICES

2 California Enterprise Customer Service Center In this day and age, why should a person have to call in to an auto-dialer every day or once a week to see if they have an appointment or a payment?

3 San Mateo Call Center Call Center for the month of July 52% of the calls from the CP are inquiries about the status of their case. We could have told them about these statuses without the need to call us.

4 Orange County Call Center Orange County Data for the month of July NCP and CP Data side by side. 63% to 69% of calls are about status type items.

5 Project Goals and Objectives To create a smartphone and tablet hybrid application for Child Support Services To push out status updates to the participants

6 Timeline Pitched to State October 2012 RFC sent to State in November 2012 Design Session held February 2013 State Mobile Solution in May 2013 Stage 1 implemented June 20th

7 Mobile App Initial Design My Account Make Payment Modify My Order News and Alerts Contact Us Estimate Monthly Child Support Child Support Process Resources FAQs

8 State Perspective - Issue Analysis 1. Collaborate with Los Angeles on what the state would need to change in the existing Architecture to achieve a mobile application solution. 2. Identify the California Technology Agency state guidelines and related industry standards regarding mobile solutions. 3. Identify a proposed statewide mobile solution consistent with objective #2. 4. Provide a comparative analysis of the two solutions identified in objective #1 and #3.

9 Mobile Solution Options Mobile solutions have divided into three variations: Native, Web, and Hybrid. For this analysis, the decision focused on what is the best option for DCSS to expend resources on now. Once a solution is implemented, the application can be measured to gauge the benefit it provides to the program participants and enhanced to provide added value.

10 California Solution The California Technology Agency (CTA) recommends developing a mobilized web solution for quick deployment and evaluation of mobile adoption for existing sites. CTA has established guidelines for mobile development and promotes utilization of their Mobilized Web Template In the fall of 2012 the CTA released the fourth version of its mobile template adopted by 41 state agencies.

11 Implementation Step 1 Involves reformatting the web pages for the most commonly accessed information into a mobile friendly, icon based, Android or Apple device format. Improve the user experience for those who come to the Customer Connect website on a mobile device. Roughly half of the people who visit the site are using mobile devices. Touch based navigation and presentation of only the information the mobile customer needs will be a step forward in reducing those calls.

12 Step 1 - Screen Shots

13 Implementation Step 2 Create and deploy a simple mobile application that can be downloaded to the users device and facilitate one touch access to Customer Connect. Eliminate the need for the user to enter the Customer Connect URL into their browser. Able to present child support program information to the user in the application. Updateable as needed.

14 Implementation Step 3 Developing the capability to push payment and appointment information to participants. Largest work effort and the most compelling enhancement. Leverage the recent work done with the e-documents deployment.

15 Dream Step 4 Develop the capability to push case status updates like filing dates, modification status, etc.

16 THANK YOU FOR YOUR TIME