1. CCSAS ECSS Enterprise Customer Service Solution (ECSS) Overview 9/16/2007

2. 2 Agenda ECSS Solution Overview ECSS Activities Next Steps - Summary

3. 3 ECSS Overview All 58 counties and the State Department of Child Support Services (DCSS) Contact Center (CC) convert to CCSAS CSE V2, creating a single statewide California child support enforcement system All 58 counties and the DCSS CC implement the Enterprise Customer Service Solution (ECSS) CCSAS Version 2

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5. 5 ECSS Overview: ECSS Key Components Single toll-free number Single IVR Skill-based call routing Soft Phone – Call handling tool ECSS/CSE Screen Pop capability Three supervisor tools System administrator tool - Configuration Manager Environment (CME)

6. 6 ECSS Overview: Call Routing IVR routes calls based upon skills Caller type oIV-D, non IV-D, employer, attorney, general public, other Call reason o17 predefined call reason categories County Language Interstate flag

7. 7 Caller’s Options Skill-based Call Routing Self Service Self Service Self Service Skill 1 Queue Skill 1 Queue Caller 1 Caller 2 Caller 3 Caller 1 Caller 2 ECSS Overview: Call Routing Agent IVR Skill 2 Queue Skill 2 Queue Skill 3 Queue Skill 3 Queue Skill 1 Queue Skill 1 Queue Caller 4 IVR Skill 2 Queue Skill 2 Queue Skill 3 Queue Skill 3 Queue Caller 2 Caller 3 Agent 1-866-866-3212 Alternate Queue Default Queue IVR Collects: Caller type Call reason County Language Interstate flag Login using participant number or unique SSN plus PIN Reset or change participant’s PIN Look up and read out of participant’s delinquency status, collections, disbursements Look up more details about a particular collection or disbursement Look up participant’s cases and balances Look up and reminder of participant appointments County Call Center open hours and locations Hear county-specific optional announcement Login using participant number or unique SSN plus PIN Reset or change participant’s PIN Look up and read out of participant’s delinquency status, collections, disbursements Look up more details about a particular collection or disbursement Look up participant’s cases and balances Look up and reminder of participant appointments County Call Center open hours and locations Hear county-specific optional announcement

8. 8 ECSS Overview: Soft Phone The Soft Phone is the primary tool for the Customer Service Professional (CSP) and provides standard call handling and call center functionality including: Providing information about the caller and where the caller has been in the IVR CSP Ready/Not Ready status One-step call transfers (On and Off Solution) Conference calling and two-step transfers Placing callers on hold Providing Basic CSP statistics Enabling CCSAS CSE Screen Pop

9. 9 ECSS Overview: Soft Phone The Supervisor functionality in the Soft Phone provides the same basic Soft Phone functionality used by the CSP and adds: Silent monitoring capability Agent status viewing ability

10. 10 ECSS Overview: Supervisor Desktop

11. 11 ECSS Overview: Supervisor Tools CCPulse provides a variety of real-time reporting capabilities for the Call Center Manager including: CSP Ready/Not Ready Number of calls in queue CSP statistics oAverage handle time oAfter call work time oReady/Not Ready state time Caller statistics oAverage call wait time oAverage call hold oCalls abandoned oCalls answered

12. 12 ECSS Overview: Supervisor Tools Hyperion/CCAnalyzer provides a variety of historical reports grouped by: Agent Place Queue The Supervisor has the ability to determine timeframe Hour Day Week Month Quarter Year There is a State-level report for call activity in the IVR

13. 13 ECSS Overview: Historical Reporting

14. 14 ECSS Overview: Configuration Manager Environment CME is the system administrator tool used to: Add/Delete CSP Add/delete skills Reset/change passwords Set thresholds Assign agent logins

15. 15 ECSS Overview: System Admin Tools

16. 16 Agenda ECSS Solution Overview ECSS Activities Next Steps - Summary

17. 17 Overview of ECSS Activities Telephony Track Conduct ECSS Telephony Assessment Procure ECSS Equipment Setup and Test Environment User Training Attend ECSS T4T Deliver ECSS Training Call Routing Track Support ECSS BPA Analyze and Collect Site Data Confirm Site Data Load and Test Site Data Maintain Site Data System Admin Attend ECSS System Admin Training Support ECSS Getting Ready to Cut Site Shakedown Site Readiness Testing Prepare for Cutover Cutover Weekend 30 Day Post Cutover Support

18. 18 Overview of ECSS Activities User Training Attend ECSS T4T Training is at the Regional Training Center (RTC) in Rancho Cordova, CA 7 waves of training Trainers receive instruction along with CBT modules, training materials, and training aids Deliver ECSS Training Delivered by the LCSA trainers or supervisors Can be instructor led training or standalone CBT training Scheduled by the LCSA: Recommend 2 to 4 weeks prior to cutover Attend ECSS T4T Training is at the Regional Training Center (RTC) in Rancho Cordova, CA 7 waves of training Trainers receive instruction along with CBT modules, training materials, and training aids Deliver ECSS Training Delivered by the LCSA trainers or supervisors Can be instructor led training or standalone CBT training Scheduled by the LCSA: Recommend 2 to 4 weeks prior to cutover Attend ECSS T4T Deliver ECSS Training Attend ECSS T4T Deliver ECSS Training

19. 19 Agenda ECSS Solution Overview ECSS Activities Next Steps - Summary

20. 20 Next Steps – Important Milestones Review ECSS BP process models and differences with change management Analyze and collect ECSS site specific data Setup and test telephony environment Confirm site data Perform pre-SRT prep and site shakedown Attend ECSS T4T training at the RTC in Rancho Cordova Load and test ECSS site specific data (maintain ECSS site specific data) Deliver ECSS user training Cutover CCSAS CSE with ECSS IVR Attend ECSS system admin training Cutover to ECSS call routing

21. 21 Question and Answer

22. 22 BP Contacts Howard’s Contact Information Howard Mackhoward.mack@ftb.ca.govContact for inquiries related to ECSS Office (916) 845-5458 Cell (661) 805-6655