DCL-02-16, "Customer Service Web Development" Training Course

DCL-02-16

DATE: July 8, 2002

TO: ALL STATE IV-D DIRECTORS

RE: "Customer Service Web Development" Training Course

Dear Colleague:

You are invited to nominate participants for the Office of Child Support Enforcement’s (OCSE’s) 2-day "Customer Service Web Development" training course. This course will showcase best practices and lessons learned from other States and provide information for participants in defining, building, and operating a Child Support Enforcement (CSE) web-based customer service system in your state or territory.

We will conduct the first of five courses during the 12^th National Child Support Enforcement Training Conference in Arlington, Virginia on September 23-25, 2002. Other course dates and locations are:

November 14-15, 2002 in New York City;
January 13-14, 2003 in Dallas;
February 25-26 in Atlanta; and
March 25-26 in Seattle

The intended audience for this workshop is technical staff who are or will be responsible for building your agency’s web-based CSE customer service system. We ask that these staff members be given first priority to attend. Each workshop can accommodate up to 30 attendees each. OCSE will pay travel, lodging, and per diem expenses for one participant, but you are welcome to send additional staff at your expense, space permitting. Please note that participants attending the 12^th National CSE Training Conference will be able to attend other conference activities such as the plenary sessions, the networking reception and awards luncheon. Like other conference participants, course participants are subject to the $125 registration fee.

At the end of this workshop, participants will be able to create a high-level system description, tailored for each participant’s state or territory, including information on some or all of the following system life cycle areas, as appropriate:

Analysis implications, including stakeholders and users, functions and features, and locations for use of a CSE customer service website;

Design implications, such as existing technical architecture, portals, other agency websites, data confidentiality and access controls, security and privacy, and system reliability considerations;

Development implications, such as development platforms, testing procedures, multiple languages, and the degree of automation of interactive information;

Implementation implications, such as training, pilot, promotion and publicity, and client awareness;

Operations implications, such as ongoing maintenance and enhancement; and

Management implications, such as tangible benefits, cost estimates, risk management, and lessons learned.

Participants will receive relevant information and documentation collected from other States and a contact list of Federal and State personnel who can assist after the workshop ends. Participants will also leave the workshop with a "to do" list with three to five specific actions they can take after training to facilitate progress in their agencies toward initiating or enhancing a web-based CSE customer service system.

Please notify Michael Rifkin at (202) 401-6501, mrifkin@acf.hhs.gov with your nominee’s name and contact information by July 31, 2002. Once we receive this information, we will send your nominee a formal invitation letter with information on the workshop, registration procedures, and travel guidelines.

We look forward to hearing from you and to your nominee’s participation in this workshop. If you have any questions or need additional information, please contact Michael Rifkin at (202) 401-6501.

Sincerely,

Sherri Z. Heller, Ed.D.
Commissioner
Office of Child Support Enforcement

Attachment: DCL-02-12