Reinventing Child Support Enforcement
ERP-based system implemented by Deloitte Consulting LLP is first of its kind
A large southeastern state agency decided it was time to replace a faltering legacy Title IV-D (Child Support) online transaction processing system. The agency wanted to re-engineer its core program business processes and realize its vision through a state-of-the-art child support system. The agency also wanted to implement technology that would allow for rapid implementation of changes resulting from federal and state regulations. It was anticipated that this initiative would reduce overall costs of maintenance and provide dramatic improvements in productivity by automating to a much greater degree its current manual processes. The department hired Deloitte Consulting LLP to help realize its vision.
The agency’s goal is to become a “Top 5” performing child support system within five years of implementing the new child support system, the CSE (child support enforcement) Automated Management System, or CAMS. It planned to phase out the existing legacy system. It envisioned enterprise transformation through business process reengineering, and wanted to leverage enterprise resource planning (ERP) technology to improve program operations.
Based on Deloitte Consulting’s proposal, the agency decided to pursue an innovative ERP approach built on SAP’s mySAP suite of software products, including Customer Relationship Management (CRM), Public Sector Collection and Disbursement (PS-CD), Business Intelligence (BI), and Enterprise Portal (EP). Deloitte Consulting implemented Phase I of the system and is currently contracted to implement the final Phase II of the enterprise transformation. We re-engineered business processes and helped customize the mySAP products to the agency’s needs. As new requirements arise, from law changes, the system is flexible to adopt the changes by modifying the business processes and rules. Phase I of the system was piloted in January 2006 and successfully deployed in all counties of the state in April 2006. Phase II of the system is scheduled to be deployed in April 2011.
With the implementation of Phase I of CAMS, the agency is already realizing the benefits from automating enforcement of child support orders throughout the state. The system determines who is and is not currently in compliance with child support orders, decides the best course of action and then initiates the action.
The system is the first child support system in the country to use ERP to conduct day-to-day child support enforcement business processes. It supports 2,500 end users, more than 800,000 child support cases and more than 3 million custodial parents, noncustodial parents and children.
Increasing efficiency and saving money for this complex program stemmed from the innovative use of SAP to automate various aspects of the business processes supporting child support enforcement, including rule- and case-based decisions, knowledge and document management, automated and manual population of case data from external sources, workload management, automated scheduling and reporting.
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