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Web-Based Child Support Customer Services for Parents

DCL-09-11

Published: March 26, 2009
Information About:
State/Local Child Support Agencies, Tribal Child Support Agencies
Types:
Policy, Dear Colleague Letters (DCL), Promising Practices

DCL-09-11

DATE: March 26, 2009

ATTACHMENTS: "Web-Based Child Support Customer Services for Parents, Promising Practices Guide"

TO: ALL STATE AND TRIBAL IV-D DIRECTORS

RE: "Web-Based Child Support Customer Services for Parents, Promising Practices Guide"

Dear Colleague:

I am pleased to announce the posting of the "Web-Based Child Support Customer Services for Parents, Promising Practices Guide." The Office of Child Support Enforcement (OCSE) hopes that the information contained in this Guide, and the examples provided, will encourage you to reassess your websites and consider ways in which the Internet can improve customer services.

According to State parent surveys, the greatest benefit of web-based customer services is that they are "self-service." Parents want the convenience of conducting child support business on their own time schedule without office hour restrictions or call waiting times. As technology advances, it is important that child support agencies upgrade and enhance web-based customer services to increase benefits to parents.

In the Guide you will find practical ideas for enhancing your web-based child support enforcement customer services. Some of the key and innovative web-based interactive features discussed in the Guide allow parents to:

  • Access payment information and look up key case events;
  • Use child support guidelines calculators to help them determine if they qualify for an order modification;
  • Use online tools that facilitate caseworker communications;
  • Download forms or make partial, online applications for services; and
  • Use searchable databases of unclaimed child support and court child support dockets.

The Guide also discusses agency technical and staffing considerations that you should address as you develop/expand web-based services. If you have any questions or comments about the Guide, please contact Ms. Susan Greenblatt, Deputy Director, Division of State, Tribal and Local Assistance, OCSE at (202) 401-4849 or email: susan.greenblatt@acf.hhs.gov.

Sincerely,

Donna J. Bonar
Acting Commissioner
Office of Child Support Enforcement

Enclosure

cc: OCSE Regional Program Managers