Enhancing Customer Service with Webchat & e-Services

1. Tools for Magical Customer Interactions: Webchat, e-Services and Walk-in Service Delivery Florida Child Support Program ERICSA 50th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida ERICSA 50 CELEBRATES YEARS OF SERVING FAMILIES: THE MAGIC IS STILL ALIVE ERICSA ERICSA ERICSA ERICSA ERICSA

2. Florida’s Customer Service Revitalization How we are working to build a bigger and better bridge to our customers and partners

3. Speakers • Amy Franklin Florida Child Support Aid Process Manager • David Gillen Florida Child Support Orlando Service Center Manager

4. Customer Service Revitalization Four key factors • Customers and partners’ increasing expectation of quick, electronic access to information and assistance. • The need to improve the efficiency of walk-in services, increasing the number of individuals served and decreasing wait times. • The ongoing high number of customer service requests. • The need to achieve cost savings as we implement more effective methods of providing service.

5. Customer Service Revitalization

7. e-Services Providing case information to our customers 24/7 on the Internet

8. e-Services e-Services Who can use this service? • Parents and caregivers • Customers with an open case • If child support services are received directly from Florida’s Child Support Program What services are available? • Update address, phone number and other personal information • See case actions • See summary of the support order • See payments made and print payment histories

9. e-Services Sign up in 3 easy steps! 1 2 3

10. e-Services Sign Up Confirmation Sign up confirmation Password email notification

11. e-Services Updates • View and update contact information • Mailing address • Residential address • E-mail • Phone number

12. e-Services Case Details Users can view: • Support order details • Case actions, such as enforcement actions

13. e-Services Payment Details

14. e-Services Payment Details PDF Print Payment History Option

15. e-Services Other Functionality Quick links Account maintenance Help

16. e-Services Reporting

18. Walk-in Customer Service Walk-in Model

19. Walk-in Statistics Walk-in Model • 38 offices provide walk-in services • Receive over 900,000 walk-in visits annually • Provide full range of services • Interview and document completion • Negotiate written agreements and resolve pending enforcement actions • Genetic testing collection • Payment and other general questions

20. Previous Model Walk-in Model • Individual interview rooms • Floor to ceiling walls • Glass partitions • Pass-through trays

21. New Model Walk-in Model Open floor plan with a walk-up counter

22. New Model Walk-in Model Self service stations

23. Orlando Service Center Walk-in Model • Consolidated 3 offices in to one office • One of the largest sites • Over 107,000 active cases • 181 staff • Over 47,389 office visits for all 3 locations

24. High-level Considerations Walk-in Model • Number of walk-up windows • Number of sit-down windows (needed to meet ADA) • Number of self-service terminals • Staff schedules and work flows • Lobby management technology • Security (cameras, guard, panic buttons)

25. Staffing Considerations Walk-in Model • Staff selection & Training • Interest survey • Current & previous experience • Management recommendations • Training plan for each representative • Staff schedules • Coverage – early, peak, and late • Schedule preference survey

26. Lobby ManagementTechnology Walk-in Model • QMATIC system • Manage customers by established queues • Utilizes customer tickets • Customers called over audio speaker system • Customers also called via video monitors • Robust reporting functionality • Very easy to use for staff

27. Walk-in Model

28. Implementation Status Walk-in Model

30. Web Chat is available on our website Web Chat

31. Web Chat Pilot Overview • SIP grant for this 2-year project • Web Chat was implemented May 15, 2012 • Web Chat hours are 10 AM to 4 PM, M-F • 17 web agents rotate in 3-hour shifts of 5 to 7 agents • 2 web agent managers walk the floor in 3-hour shifts • Web agents are “pushed” up to 3 chats at a time to handle simultaneously Web Chat

32. Staffing Considerations • Knowledge, Skills & Abilities • At lease 9 months of experience • Proficiency in child support knowledge • No attendance or disciplinary actions within last 12 months • Consistently meet all employee standards • Pass a Skills Verification Test • Achieve at least 35 Correct WPM on mandatory typing test • Attend required training program and shadow with veteran agent Web Chat

33. Homepage Access Web Chat After hours:

34. Pre-Chat Survey Web Chat

35. Web Chat Window Web Chat

36. Agent View Web Chat

37. Post Chat Survey Web Chat

38. Web Chat

39. Reporting 1 2 Web Chat 3 4 6 7

40. Reporting Web Chat Customers currently waiting in queue

41. Benefits • Customer Benefits • Shorter wait times • Convenient for working parents • Quick way to update personal information and obtain case status • Program Benefits • Ability to assist multiple customers simultaneously • Pre-scripted responses allow quick and easy information to be sent to multiple visitors at once • Work environment is less stressful than customer call center • Customers are not able to hear background conversations of other calls • Software is easy to learn and operate Web Chat

42. Web Chat Future • Expansion opportunities: • Web chat access into e-Services and other online services • Dynamic (proactive) chatting that offers an invite to speak to a live representative • Expand beyond current hours and staffing levels Web Chat

44. Improvements for Employers Employers are important to us • Sent $968 million in child support collections last year • This accounts for over 50% of all child support collected on behalf of Florida’s children Making it easier to work with us, is a top priority. Here’s some ways we’re starting with… Employers

45. e-IWO • Federal portal hosted by the Office of Child Support Enforcement • Allows employers to receive income deduction notices electronically • Employers return a file each night with acknowledgments or other helpful information Employers

46. Employer Website • Report terminations online • Report bonus information online • Request IDNs online • Pro-rated current support amounts using our calculator Employers

47. Twitter & Podcasts Twitter & Podcasts • Weekly Twitter posts • Podcasts providing short, educational narratives about child support services (Coming soon)

48. Thank You!