To improve staff job knowledge and exchange of information through use of intranet technology.

In 2000, the program embarked upon a new model for promulgation of policy and procedures. This model uses intranet technology to deliver immediate information to workers at their desktop. The site, known as the Infonet, contains virtually all of the information needed to perform job tasks and uses a model known as process mapping to provide step-by-step procedures in business practice format. Each procedure is linked to underlying policies, system screens, documents, and other relevant information. The intranet is available to all State IV-D staff, but is not accessible to external customers. A separate internet website is available to parents, employers, and other partners and customers.

The child support program infonet is a subsidiary of the Illinois Department of Public Aid's intranet site. While the intranet has been in use since early 2000, in January 2001 the Illinois Division of Child Support Enforcement (DCSE) and Office of Information Systems (OIS) undertook a redesign of the site. User feedback indicated that the presentation of information and the navigation could be improved. Child Support program and information technology staff redesigned the site for easier navigation, to update graphics, and to expand site content. The original workgroup included representatives from the field, policy, personnel, training, program technical service, and information technology staffs. Most of the development was done with agency personnel. Some training costs were incurred, but overall expenses related to the project were negligible.

A library site, where manuals and other often-used documents can be immediately retrieved, was added. Summaries of OCSE Action Transmittals and Dear Colleague letters were added, with a link to the Federal OCSE site for complete information. The Directory of DCSE locations was upgraded to include an interactive map. DCSE units were invited to work with technical services staff to create unit home pages, where information about the mission and contributions of the individual units can be communicated throughout the organization.

The Child Support Web home page offers eight menu options and access to a brief slide show containing web instructions. From the main menu, workers may access DCSE Web News, the Directory, Fun Stuff & User Tips, KIDS, the Library, Policy/Glossary/Acronyms, a Table of Contents, and Unit Home Pages. DCSE Web News highlights current news and weekly updates. Items are categorized according to content, and archived news items can be accessed.

The primary menu options for specific policies and practices of the Illinois child support program are "KIDS" and Policy. Both sites provide access to the most innovative feature of the infonet site - - process maps - - which are discussed in more detail below. The KIDS site provides electronic access to user manuals, selected reports, pre-conversion data, and packets used for legal documents. It also provides information about priorities and the status of various system initiatives. The Policy site offers access to the Department's Child Support Policy Manual, as well as to State and Federal rules and regulations. One of the key features of the Policy site is instant access to Policy Memorandums used to highlight or emphasize program policies or changes to policies.

The most promising element of the Illinois child support program's intranet is the development and delivery of process maps. These maps allow the program to transition from procedures based on system navigation to procedures based on business practice. The result is an approach to child support procedures that is based on outcome. Each map defines a business practice and links the practice to system navigation information and to underlying policy. Maps are categorized by major business function. Within the functions, staff can choose to access a flowchart for the full function or select an accomplishment within the function. Each accomplishment includes detailed step-by-step practices. Tasks, system resources, key screens, "to know information," and reference manuals are presented side-by-side for comprehensive delivery of information in a visually meaningful format. Some accomplishments and tasks link to decision trees, to assist workers in differentiation of practices according to case or participant criteria.

For example, Accomplishment U2: Uniform Interstate Family Support Act (UIFSA) Initiating Case Processed includes sixteen tasks, beginning with "Determine what action to take" and concluding with "Send documents to imaging." The fourth task in the accomplishment is "Update KIDS." The process map details the navigation to the appropriate screen and tells the worker which fields on the screen should be updated. The map also links to system user manuals and to other accomplishments related to the main accomplishment. In this example, workers are referred to Chapter 3 of the User Manual for additional information about updating addresses on the system and to Accomplishment L4a for a more detailed process map of updating addresses. The "To Know" section of the task also reminds the worker that deduction and wage data for employment must reflect the same frequency.

The Illinois DCSE infonet was demonstrated to several other states last August at the Midwestern Hub Conference. Participants from several states were very interested in both the process maps and intranet delivery, and the demonstration was positively received.

A survey of staff throughout the Division conducted in December 2001 yielded 410 responses (35% of the total population) to questions about the use and utility of the intranet. Overall, results exceeded expectations. A total of 73.8% of respondents reported using the Infonet at least weekly, and 41.7% reported daily usage. A total of 78.8% answered the question on whether or not the Infonet was useful in the positive end of the scale. A total of 53.3% reported that the first place checked for new policy and procedures was the Infonet. Some 72.9% of respondents included the Infonet as a response to the question of how job knowledge can be improved. Some 74.8% of respondents indicated that the most positive aspect of the Infonet was the ability to obtain information. Five of the survey questions were content questions with "correct" answers. The challenge to respondents was to use available materials, including the Infonet, to determine the correct answer in a reasonable amount of time. Averaging the correct responses for all five questions yielded a 70% correct rating.

Regular operational funds that include Federal Financial Participation (FFP) at 66%.

Statewide

Training for the use of the intranet is a very important step in delivering the product to staff. If process maps are to be developed, a cross-section of subject matter experts, technology experts, training staff, and policy staff should be included.