ILLINOIS

U.S. Postal Service - Address Change Service

Goal: Use the technology available through the U.S. Postal Service (USPS) to:

• automatically update addresses
• remove undeliverable addresses
• reduce the cost of forwarding mail to the custodial and noncustodial parents' new address
• validate NCP addresses provided by tape matches

Description: In January of 2003, the Illinois Department of Public Aid, Division of Child Support Enforcement implemented the U.S. Postal Service automated "Address Change Service" to forward mail, electronically update address changes and remove undeliverable mail addresses from the automated child support data base called the Key Information Delivery System (KIDS).

The Address Change Service is also used to determine if a noncustodial parent's mail address should be validated. When a tape match with another agency, such as the Illinois Department of Professional Regulations, Illinois Secretary of State, Department of Revenue or other agencies, provides an address for an NCP, an address verification form is mailed directly to the address. If the Address Change Service tape matches do not electronically remove the mail address within thirty days (two Address Change Service reporting periods) delivery of the form is assumed and the mail address is validated by KIDS.

The use of the Address Change Service reduced the use of the USPS "Address Information Request" form previously used to validate addresses. The "Address Information Request" form is now only used to validate a PO Box address and then get box holder's residential address. This is done because a residential address is needed for service of process.

The United State Postal Service (USPS) Domestic Mail Manual (DMM) can be accessed at: http://pe.usps.govfor current information about how the USPS Address Change Service handles "Change Service Requested" mail.

Results: Ninety-two agency forms have been phased into this process. The cost savings is not fully representative of savings that will occur when all system-generated forms have been tied to this process for one year.

The testing of Address Change Service started in September 2002. As of September 22, 2003, Address Change Service has processed 90,527 mail items, of which 63,614 provided the new address. Testing included the tax offset notices, some of which were sent to previous addresses. This skewed the effectiveness of Address Change Service processing. During the first and second quarter 2003 Address Change Service reports show that only 8% of the records reported were undeliverable.

Mail forwarded, Change of Address Provided (COA)

- Mail items forwarded/change of addresses provided 63,614

- Previous postage due cost ($.70 each) eliminated for 63,614 $44,529.80

- Cost ($.20 each) for 63,614 electronic address update $12,722.80

-Cost savings $31,807.50

- Labor hours saved electronically update 63,614 addresses 1,272 hours

(NIXIES) Address Removed, Event Created, Reason for Non-Delivery provided

- Number of NIXIES reported by Address Change Service 26,913 -

- Postage due cost for returning 26,913 undeliverable mail items. 0

- Cost ($.20 each) for 26,913 electronic notices of non-delivery $5,382.60

- Cost of reporting 26,913 electronic notices of non-delivery $5,382.60

- Labor hours saved by removing 26,913 addresses electronically 538 hours

Total Postage Due to Cost Savings: $26,424.90

Value of 1197 Labor Hours saved: $57,340.80

Savings from Automated Validation of Addresses: Not Calculated

Note: It takes two hours to manually process 100 mail items.

Location: All mail centrally generated by KIDS will be processed by Address Change Service. Staff throughout Illinois can check the delivery/non-delivery status of any form processed by Address Change Service. KIDS tracks when a specific form is forwarded to a new address or is undeliverable. The Address change Service provided the specific reason for non-delivery of each form that was mailed to the custodial or noncustodial parent.

Funding: Regular IV-D funds are used.

Account Reconciliation: The Address Change Service sends an itemized bill with the total number of COAs and Nixies for each tape that is provided. For audit purposes, a totals report containing the number of Nixies is created with the completion of the run for each tape. To date totals have matched.

Replication Advice: Coordination between program and information technology staff is essential. Analysis of forms is useful in prioritizing documents for implementation. Illinois has gathered research and analysis information into a packet available to other states upon request.

Contact:

Mike Troesch

Public Service Administrator

Phone: (217) 524-8307

Email: AIDD52W1@mail.idpa.state.il.us