HFS Customer Service System RFP
The State of Illinois Department of Healthcare and Family Services seeks to improve and expand service to child support customers. The Agency is seeking a Vendor to provide innovative customer service techniques, information management and Internet applications that interact with each other as well as the agency's mainframe Key Information Delivery System (KIDS), system. The Agency is looking for a solution that will:
Increase self-service opportunities available to customers;
Provide Customer Service Representatives (CSRs) with technology that shows the history of interaction with customers;
Provide CSRs with call prompting and scripting that improves productivity, consistency and accuracy; and
Provide managers with technology that enables them to retrieve tracking and trending data to evaluate customer service performance.
HFS administers the federally mandated child support enforcement (IV-D) program for the State of Illinois through the Division of Child Support Enforcement (DCSE). DCSE uses KIDS, a federally certified child support system, as a tool to administer the program.
The objectives of DCSE are to:
Establish paternity;
Locate non-custodial parents;
Establish and enforce child and medical support obligations;
Collect, distribute and disburse support payments;
Review and modify support orders; and
Provide services to non-custodial parents.
Providing timely, accurate and consistent customer service has always been a goal of the Agency.
For an overview of the Child Support Enforcement Program please see http://www.ilchildsupport.com/.
