Division of Child Support Services – Mobile Application Venkat Krishnan & Tanguler Gray Stronger Families for a Stronger Georgia 02/17/2016

AGENDA Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Business Need Purpose of Project Why Go Mobile? Device Usage Statistics - COMPASS $TARS/Constituent Services Portal (CSP) Statistics Child Support Mobility Features Why Choose IBM Mobile First? Why Build In-House? Project Scope Project Timeline Mobile Application Demonstration Questions? 2

Business Need With over 400,000 child support cases, the Division of Child Support Services (DCSS) has a challenging mission serving a diverse customer base Child Support business needs include: Simplifying the payment process Providing alternate methods for parents to perform self-service Spending more time on the most difficult cases Furthering better case management Reducing Call Volume Enhancing Customer Engagement Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology 3

Purpose of Project To develop a mobile application that provides convenient and easy information access to customers provides pertinent information to both custodial and non-custodial parents reduces call volumes and walk-in traffic in DCSS offices Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology 4

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Business is no longer confined to the four walls of an office or eight hours in a day As citizens use a wider array of devices, the presentation of government content needs to adapt to those varied platforms The Child support portal is the largest application in the Georgia Portal that is accessed by a mobile device. A recent study shows consumers prefer using mobile apps over websites with 64% of adult population owning a smart mobile device On average a user spends more than 4 hours a day on their mobile device By 2018 mobile app development projects will outnumber native PC projects by a ratio of 4:1 Why Go Mobile? 5

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology DeviceSessions Desktop626,144 (50.10%) Mobile541,964 (43.37%) Tablet81,654 (6.53%) Total1,249,762 Device Usage Statistics - COMPASS 6

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology $TARS Active CasesCSP Registrations ≈ 416,200CP = ~246,900 (Custodial Parent) NCP = ~109,700 (Non Custodial Parent) $TARS/Constituent Services Portal (CSP) Statistics 7

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology FeaturesCustodial Parent Non-Custodial Parent  Register on the Georgia Child Support Services Portal  Make Payment  Sign up for Direct Deposit  Review Payment History  Customizable Case Alerts ( or Text)  Receive Notifications  View App in English and Spanish  Customer Service- Call/ /Chat  Upload Documents Child Support – Mobility Features Activities that could be done via a mobile device: 8

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Child Support – Mobility Features (continued) FeaturesCustodial Parent Non- Custodial Parent  Review case information  Access general information about DCSS program services  Locate the Nearest office to the constituent  Provide/Update Information  Review Checks Information  View Support Order and Arrears Balance Information  Review Appointments scheduled  Request Case Closure 9

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Market leaders in Mobile Application Development Provides complete solution to build, deploy and manage the Apps Easy to use interface reducing development time Operational analytics for usage insights Build one application that can be deployed on all platforms/models Common technical skills to build apps Working models at Georgia Department of Corrections (GDC) and Georgia Department of Revenue (DOR) Ability to leverage IBM Mobility Technical Resources through the GETS contract Why Choose IBM Mobile First? 10

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Reduces implementation costs as most of the services are already in place and could be re-used Ownership of the product along with the knowledge gained while developing it Flexibility with the number of deployments or enhancements Resources available have a long term experience with the current applications - $TARS and CSP Why Build In-House? 11

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Project Scope Phase I Register on the Georgia Child Support Services Mobile Portal Make payments (limited for Phase I, complete for Phase II) Review payment history Review case information Access general information about DCSS program services Update demographics Future Phases Sign up for direct deposit Allow multiple language and disability provisions Upload documents 12

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Project Timeline 13

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Mobile App Demonstration 14

Georgia Department of Human Services Division of Child Support Services/ Office of Information Technology Questions? Additional Information: 15