1. CCSAS New Director Orientation 2010

2. Project History On September 24, 1999, Governor Davis signed three major child support bills into law (AB 150, Ch. 479, Stats. 1999; AB 196, Ch. 478, Stats. 1999; and SB 542, Ch. 480, Stats. 1999). This legislation restructured California's Child Support Program and required the state to implement a single statewide automated child support system.

3. SDU The California State Disbursement Unit (SDU) is required by federal law, and processes 100% of IV-D child support payments. The SDU was operational in California statewide in the summer of 2006. The SDU also handles non IV-D wage assignment payments Payments can be made by check, debit/credit card payment, or reoccurring automatic withdrawals

4. Federal Certification - ASC On September 29, 2006, DCSS requested that the Administration for Children and Families (ACF) conduct a certification review to verify that CCSAS meets the criteria for an alternative system configuration (ASC) child support enforcement system.

5. Federal Certification – ASC June 19, 2008, California received a letter from OCSE Commissioner – Margot Bean, granting federal ASC certification of CCSAS.

6. CCSAS Governance CCSAS Executive Steering Committee CCSAS Change Control Board (CCB) CCSAS Change Management Coordination Committee (CMCC)

7. CCSAS Executive Steering Cmte DCSS and CSDA agreed to charter the CCSAS Executive Steering Committee to: –Develop and maintain a long term, “big picture” view of CCSAS –Its work includes aligning limited resources with the DCSS Program Strategic Plan and establishing consistent understanding of the CCSAS vision among stakeholders.

8. CCSAS Executive Steering Committee Mission –The CCSAS Executive Steering Committee is the top-level decision making body responsible for maximizing the positive impact of automation on California’s child support system

9. CCSAS Executive Steering Committee Vision –Provide the automation environment to make California the number one child support program in the nation.

10. CCSAS Executive Steering Committee Guiding Principles –Align investment decisions with DCSS Strategic Plan. –Make user-friendly, timely, and accurate customer service changes that match customer needs. –Use automation to leverage physical resources to improve effectiveness and reduce costs, and to empower human resources to make appropriate decisions whenever possible.

11. CCSAS Executive Steering Committee Guiding Principles, con’t –Work collaboratively with DCSS, LCSAs and business partners. Recognize the interdependency of policy and technology and coordinate decisions to achieve high performance –Whenever possible, select “green” solutions (e.g. paperless transactions, remote, phone or mobile access, etc)

12. CCSAS Executive Steering Committee LCSA Members who are voting members on the CCSAS Executive Steering Committee are: –Jeff Grissom (San Diego) –Mark Jones (Yolo) –Linda Dippel (Contra Costa) Non Voting members also representing the LCSA’s: –David Oppenheim (CSDA) –Natalie Dillon (CSDA)

13. CCSAS Change Control Board (CCB) The CCSAS CCP is supported by the Project Management Office (PMO) and has members representing DCSS, LCSA’s, Business Partner (BP) and Service Provider (SP)

14. Change Management Coordination Committee (CMCC) Purpose –The governance structure implemented in 2007 defined the purpose of the CMCC as serving as a Change Management clearinghouse, workflow facilitator and coordination organization. The CMCC processes were designed to result in a cohesive and comprehensive change request package to the CCSAS Change Control Board with recommended action.

15. CMCC CMCC serves as a clearinghouse and facilitator for CSE changes. CMCC meets regularly, reviews and assigns new requests and to approve requests to move to the Change Control Board (CCB).

16. CMCC Workgroups Case Management Financial Management Customer Service Locate Legal/Courts IV-A Interfaces Infrastructure

17. CSE Maintenance and Operations The DCSS is in the procurement phase to identify a vendor to provide technical support services (maintenance and operations) including system operation, application maintenance, and IT support under DCSS direction. The term of the CSE M&O Services contract is planned to be a minimum 3 years with optional extensions. The maximum cost for the CSE M&O Services contract will be capped at $24 million annually.

18. Sources of CCSAS Information Bi-Monthly CCSAS Directors’ Update –Bi-Monthly meeting of CCSAS related topics and issues. –Minutes and other supporting material are posted on Child Support Central Child Support Central –Hosted by DCSS –Contains a wealth of information including: Program and System Performance Reports Agendas and minutes Training Materials Directors Digest Much more

19. Child Support Central Child Support Central is intended to provide to California Child Support Professionals a single access point to all CCSAS-related information. https://central.dcss.ca.gov –Enter your log in and password –If you need a log in or are having problems accessing Child Support Central, contact lcsa.helpdesk@dcss.ca.gov lcsa.helpdesk@dcss.ca.gov

20. Child Support Central Child Support Central training –Training materials are posted on Child Support Central, under website help on the home page. –A unique training document was prepared to educate you as to how to create system alerts.

21. Child Support Central CMCC Page –This page contains various reference materials related to the CMCC processes and provides links to each of the CMCC workgroup sites.

22. Child Support Central Program, Policy & Regulations (PPR) –This page contains historical program and policy reference materials including: Child Support Letters E-Blasts Family Support Division Letters Chief Counsel Letters Policy Interpretations PPR – a searchable index of program, policy and regulations.

23. Child Support Central Training –Page contains CCSAS CSE training materials, other training materials, training calendar, Training Coordinator (TC) contact list, and agendas and minutes for the TC calls.

24. Child Support Central Alerts –Stay in touch with changes on Child Support Central by subscribing to alerts, an email notification service. When documents, lists, events are changed, modified, deleted, or added a message will be sent to you informing you that changes have been made.

25. ECSS Enterprise Customer Service Solution (ECSS) – The Enterprise Customer Service Solution (ECSS) System is a statewide self service automated child support phone system 866-901-3212 (Public number)

26. Customer Connect CCSAS Self Service Website – The secure self service website gives IV-D and Non IV- D participants another way to access their specific child support information. General information is also available. This is a public site http://www.childsup-connect.ca.gov/

27. How To Report Problems CSE Help Desk – The CSE Help Desk will provide all help desk services for the Option 1 LCSAs Email can be used to send information only for an existing problem ticket in support of the problem (e.g., screen prints, error messages). Put the CSE Help Desk Problem Ticket Number in the Subject Line and include the following in the email. 800-385-2614 (never given to the public) csehd@us.ibm.com (only to be used to send information on existing problem ticket)csehd@us.ibm.com

28. How To Report Problems Customer Impact Issues– To report “Customer Impact” issues to DCSS. DCSS will act immediately to assist the LCSA in mitigating the customer impact and perform analysis of the root cause. All other issues should be reported through the CSE Help Desk ccsasbusinessproblems@dcss.ca.gov Put “Customer Impact” in the subject line of the email.

29. How To Report Problems Guideline Calculator (CSE version) – Version accessible from with in CSE. Issues should be reported to the CSE Help Desk 800-385-2614 (never given to the public)

30. How To Report Problems Public Guideline Calculator (Website version) – Used by the public and the Courts pubgc@dcss.ca.gov

31. How To Report Problems Central Print Issues and Questions – Use to request information on Central Print, print and mail ccsascentralprint@dcss.ca.gov

32. How To Report Problems CCSAS System Operations – Contact point for reporting system problems and emergencies requiring immediate attention. ccsasbusinessproblems@dcss.ca.gov