How Vectr Solutions Modernized Child Support Task Management in Partnership with a Government Services Provider
Problem
In partnership with an American government services company, Vectr Solutions supported the modernization of child support operations for the State of Kansas. This organization, known for providing transformative technology services, digitally enabled customer experiences, and clinical health services, was facing significant operational challenges due to outdated manual workflows.
By 2022, their Kansas child support program was hampered by inefficient, legacy systems. One of the key goals of the initiative was to route child support cases to live caseworkers as quickly as possible to prevent delays in support for children and families. They needed a secure, user-friendly, and integrated solution to streamline operations and reduce the overhead of accessing multiple disparate databases.
What We Did
In an effort to reunite families and serve the children of Kansas state, Vectr Solutions implemented the following:
- Modernized the child support case task management process serving over 70,000 cases annually in the state of Kansas
- Consolidated child support case information from multiple external sources to reduce swivel chair experience.
- Automated task creation for over 50 caseworkers based on child support case type to ensure standardized process and reporting
- Routed tasks based on predefined caseworker assignments to reduce lag time for task completion
- Reported and collected analytics for supervisors and caseworkers to benchmark and improve task completion and child support case closure
Outcome
The objective of transitioning the child support case management process to Salesforce was to enhance the efficiency of operations and improve outcomes for families. With their tailored solution, the American government services company achieved:
- Improved child support case task assignment and response efficiency with approximately 20,000 tasks closed each month
- Reduced the average age of open case tasks from 120 days to 60 days, on average, allowing caseworkers to spend more time with children and families and less time on administrative tasks
- Decreased overall case task resolution time from 90 days to 30 days, expediting overall case closure time
