Illinois Child Support

Illinois Child Support

Salesforce Task Management Application for State Child Support Services

Problem

A U.S government services company responsible for managing child support enforcement efforts in Illinois was leveraging a 30 year old application for task management. These outdated manual workflows created inefficiencies and delays in routing child support cases to caseworkers—directly impacting the speed at which children and families received support.

The team needed a secure, modern solution to eliminate the burden of toggling between systems and manually managing tasks. A key objective was to route cases to the right caseworker as quickly as possible to prevent service delays and reduce administrative overhead.

What We Did

Vectr Solutions led a digital transformation initiative to modernize Illinois’s child support task management process. We replaced the legacy application and its processes with a customized Salesforce solution that centralized and streamlined case and task management.

Key capabilities implemented included:

  • Automated Task Creation & Routing: Salesforce now automatically creates and routes tasks based on case type and predefined caseworker assignments.
  • System Integration: Seamless integration with Illinois’s KIDS system allows real-time data exchange for case updates, eliminating the need for duplicate data entry across platforms.
  • User-Centric Design: A user-friendly interface tailored to caseworkers’ daily workflows reduced training time and increased adoption.

Outcome

The new Salesforce-based solution brought immediate, measurable improvements to child support operations in Illinois:

  • 30+ caseworkers now receive automatically assigned tasks, reducing manual overhead and ensuring standardized processes.
  • 10,000+ tasks are closed each month, with a noticeable reduction in backlog and aging open tasks.
  • Improved data accuracy and timeliness through real-time integration with the KIDS system.
  • Faster case resolution, enabling caseworkers to focus more on delivering direct support to families rather than navigating legacy tools.