Los Angeles County Child Support Services Department Mobile Application Proposed solution and approach October 15 th, 2012 County of Los Angeles Child Support Services Department

Items to Address 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?

Items to Address Appointments14 Balance Dispute2 Balance Inquiry14 Employment Inquiries4 Establishment Update57 General Information401 Interstate Update9 No Case70 NW Package14 Payment163 Payment History22 Total 770 Total CP Calls1476 Data from San Mateo 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.

Reason# of TicketsCPNCP Appointment Balance Inquiry1, Bank Levy Case Action Needed1, Case status6,8414,5762,062 Close COAP70166 Confidential17611 Court Date Credit Direct Deposit Establishment Interstate IWO1, Legal Liens Satisfaction Medical Insurance MISID1529 New Info1, Other Passport Payment4,7213, Payment History R&A SC/PJ Service25205 SLMS Stip Tax Intercept Total # of Reasons21,47713,5257,232 Total # of Calls15,5999,8295,229 Total of Reasons13,5719,3593,913 Percent of Reasons63.19%69.20%54.11% Items to Address 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.

Hits to LA Counties Website 17,023 people visited this site a month Visits: 23,863 Unique Visitors: 17,023 Page views: 165,775 Pages / Visit: 6.95 Avg. Visit Duration: 00:02: % New Visitor 37.99% Returning Visitor

Hits to LA Counties Website Participants accessing the ‘My Account’ link has dropped from 13% last September- October to 5.4% this year Hot link Access: September – October Hot link Access: September 2011 – October

Project Goals & Objectives To create a smartphone and tablet hybrid application for Child Support Services by extending their current website To push out status updates to the participants To have this cross platform application supported by Apple iPhone, iPad, Android smartphone devices and Blackberry smartphone devices Sample Screens identified: (68 screens) Landing Page Open A Case Modify My order Overview Examples of Change in Circumstances Modification Review Process Modify FAQs Calculate my order Overview File an Answer Calculating Child Support Obtaining an Order Medical Support Military Incarcerated Noncustodial Parent Make a Payment Overview Receiving Child Support Payments Receiving Less than the Amount Collected Making/Receiving a Payment FAQs Child Support Services Open a Case Locate a Parent Establish Paternity Establish a Court Order Enforcing a Court Order Out-of-State Close a Case FAQs

Project Goals & Objectives Reduce My Debt FAQs Overview Compromise of Arrears Program (COAP) Compromise of Assigned Arrearages-Family Reunification (COAA-FR) Reduce My Debt FAQs Enforcement Tools License Suspension Passport Denial Bank Levy Property Lien State and Federal Tax Intercept Credit Reporting UIB/DIB Workers' Compensation Lottery Intercepts Income Withholding Order Private Family Law Orders Contempt Criminal Prosecution Writ Seek Work Order Overview Enforcing a Court Order FAQs Close a Case Out-of-State Establish a Court Order Establish Paternity Locate a Parent Open a Case FAQs Open a Case FAQs Locate a Parent FAQs Establish Paternity FAQs Establish a Court Order FAQs Out-of-State FAQs Close a Case FAQs Going to Court FAQs Military FAQs Employers FAQs Legal Corner FAQs Title Companies FAQs Contact Us Maps News Listing News Detail

Demo Product - Main Screen

My Account – Leverages Customer Connect Login Process

Push out Status Updates to Participants

Connect to Payment Options

Modify an Order or Open a Case

Provide Announcements

Estimated Timeline (~ 3 months) Project Kick-off Application Design Interface Development Begins here Analysis & Set-up Phase QA Begins (Functional- Testing) Go-Live JanDec Nov Verify & Deploy Application Optimization for iPhone and iPad

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Demo App