DSS Helps Enable Real-Time Child Support Updates

October 27, 2011

The Department of Human Services’ Division of Child Support Services (DCSS) has partnered with Data Sharing Services to provide child support clients real-time account information over the phone. Nightly updated information includes child support payments, current balance, how to apply, and general information about the division’s services.

The caller is prompted to enter their Social Security Number which will be used by the application to retrieve account-specific information. The data is then delivered to the caller through various prerecorded announcements. Data integrity is maintained using DSS’ security standards and guidelines.

The service will use AT&T’s VoiceTone as the Interactive Voice Response (IVR) system and interface with DCSS and DSS for account information retrieval. 

DCSS is the first contact center to undergo the conversion and the largest IVR application hosted by the Georgia Technology Authority, handling as many as 1 million calls every month.  Because federal stimulus funds were available to DHS for system enhancements, the agency was eager to be the first in line for the transformation.

LeCretia Johnson, Call Center Director for DCSS, says she is pleased with the outcome.  "While this was a very large project involving significant call volume, it went extremely smoothly and target dates were met," she said. "The migration was seamless for our customers, resulting in no interruption to service.  We are beginning to reap the rewards of our new system as we have already been able to quickly add 'up front' announcements to educate and inform our customers so that we may serve them even better."

DSS specializes in secure data exchanges between agencies and is a division under the Georgia Technology Authority state agency.

Jim McGibeny
47 Trinity Avenue
Atlanta, GA 30334