Texas

Interstate, Customer Service, Internet

Description/Goal

Texas created an internet service enabling customers, CSE staff from other states and the general public to ask CSE-related questions. The service site offers an email address for people to ask generic child support questions. For those with a child support case, there is a form that can be used via the internet site. A caseworker in another state wanting information on an existing case may make an internet email inquiry using another feature of the system.

The case-specific form asks for basic information and has a place for “free form” text. The inter-agency inquiry form requests more information to identify the case and also includes “free form” text. Because each form is sent to a different email recipient, the ability to respond quicker is enhanced.

Texas built this 3-part system on their original e-mail address for the public. This address was created under the previous and current Attorney Generals. At a Big 8 Interstate Workgroup session, Florida and Michigan suggested all Big 8 states have a generic email address to facilitate interstate communication especially with states that did not offer an email address for all CSE employees. The suggestion was to use xxcenreg@emailaddress where XX was the state abbreviation. Texas established a comparable address for agencies using txcsnreg@oag.state.tx.us While surfing other agency web sites, Texas discovered that California had a web form that allows inquiries about case status. Thus, the idea for the current TX system was formed.

Results

Both the individual inquiry form and the inter-state state agency form are now available for use. Use of the case specific forms enable the inquirer to furnish the basic information needed to properly respond.

Funding

Regular federal matching funds are used.

Replication Advice

Use of e-mail is increasing. It has become a medium of communication that often gets quicker responses than letters or calling into a user “unfriendly” VIRS system. However, there are issues related to use of e-mail for case specific information. These include the confidentiality of information as well as the security of a reply. With proper safeguards in place, the ability to communicate with customers regardless of location enhances the ability to provide improved customer service.