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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30Hershey Lodge ▪ Hershey, Pennsylvania
Technology Trends and theImprovement of Child Support
John White - Deloitte ConsultingBob Patrick - Pennsylvania
Chelare Baykal-Allen- New Jersey
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Super Disruptors Enabling the Digital Era In the last two year we’ve seen nine times more data created
than in the entire history of humanity 3 billion minds will join the connected internet in the next five
years 1 billion digital natives will join the workforce in the next
seven years Billions of connected sensors are being deployed every year $50,000,000,000 connected home market in 5-10 years $13,000,000,000 wearables market in 2017 In the next 10 years, 40% of the fortune 500 companies will
be gone
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Mobile Web’s Impact According to recent Pew Research Center studies:
o 91% of adult Americans own a mobile phone
61% of those mobile phones are smartphones
60% of mobile phone owners utilize their phone to access the Internet
55% of those who access the Internet using their mobile phone indicateeither that the mobile phone is their primary means of access or is usedequally as much as other devices (e.g., laptop computer)
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Tech Trends Snapshot
API EconomyIntegration as a discipline, exposing core assetsfor re-use, growth, and innovation
Cognitive AnalyticsCognitive analytics offers a way to bridge the gapbetween big data and the reality of practicaldecision making
Industrialized CrowdsourcingToday, technology makes crowdsourcingpossible on an industrial scale, with potentiallydisruptive impacts on both cost and innovation
Digital EngagementWith more and more parts of the businessbecoming digital, the CIO has an opportunity tobuild a new legacy for IT
WearablesWearables hold possibilities for driving downcosts and increasing competitiveness. Whatcould it mean for your organization?
Core RenaissanceReplatforming, rearchitecting, and revitalizing ITat the heart of the business
Social ActivationThe power of social activation is unleashedwhen others advocate an organization’smessage in their own words to their network
Cloud OrchestrationCIOs should be making deliberate investments indeveloping advanced integration and datamanagement capabilities to support cloud-to-cloud and cloud-to-core models
Amplified IntelligenceAugmenting and enhancing the individual withemerging technologies—cognitive analytics,visualizations, wearables, and beyond
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Cognitive AnalyticsApplying technology to enhance human decisions:
Lessons from the front lines:
Inspired by how the human brain processes information, drawsconclusions, and codifies instincts and experiences into learning, it is nowpossible for machines to learn from experience and to penetrate thecomplexity of data to identify associations.
Siri and other intelligent personal assistants – New companions havefactored in past behavior and preferences when responding to commands
Kinect – Xbox used cognitive analytics to create a verbal commandinterface video game system
Changing the world of health care – As part of an integrated ecosystem,WellPoint used cognitive analytics to provide patient treatmentrecommendations
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Industrialized CrowdsourcingHarnessing the power of the crowd:
Lessons from the front lines:
Enterprise adoption of the power of the crowd allows specialized skills to bedynamically sourced from anyone, anywhere, and only as needed.Companies can use the collective knowledge of the masses to help withtasks from data entry and coding to advanced analytics and productdevelopment.
Collaborative consumption– Uber and other ridesharing apps allowtechnology to connect passengers with ordinary citizens offering carservices
Have patents, will innovate – GE partnered with Quirky for productdevelopment and innovation recommendations, shortening inventiontimelines from years to weeks
Civic crowdsourcing – The city of Boston created the app “CitizensConnect” in 2008 to encourage Bostonians to report problems ranging frombroken street lights to missed trash pickups
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Digital EngagementReshaping and rewiring the customer experience:
Lessons from the front lines:
Digital engagement involves using technology to design more compelling,personally relevant, engrossing experiences that lead to lasting, productiverelationships, higher levels of satisfaction, and new sources of revenue.
The one-stop digital shop – Adobe transformed its website into aseamless product marketing & e-commerce site, increasing revenue by 39percent since the project started
Driving new savings, sales, and loyalty – Netflix has created a way todeliver consistent, fascinating, and personalized products to improve auser's overall experience
Online learning academy – The Khan Academy education model provideslessons to students around the world for significantly lower costs thantraditional tuitions
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
WearablesEnabling businesses with digital information:
Lessons from the front lines:
Hands-free, heads-up technology has the potential to reshape how workgets done, how decisions are made, and how you engage with employees,customers, and partners.
A new vision for training – CraneMorley’s training software delivered viasmart glasses allowed car dealership salespeople to learn vehicletechnology on the go
Wearable wardrobe – A large range of products from smart watches tosensing diapers are driving the “quantified self” movement
The doctor is in (your stomach) – Medicine usage and health is trackedthrough a system that includes both a body-worn patch and a smallingestible sensor
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Cloud OrchestrationA new class of cloud offerings:
Lessons from the front lines:
CIOs should be making deliberate investments in developing advancedintegration and data management capabilities to support cloud-to-cloud andcloud-to-core models. Build the components to orchestrate the cloud today,and you’ll be ready to adopt more compelling services tomorrow.
Linking the network – LinkedIn integrated a cloud-based platform toenhance sales and CRM capabilities and build a scalable solution for futureorchestration
Orchestrated banking – SunTrust Banks sought an integrated, scalablecloud solution to expedite the delivery of services to customer – and pavethe way for future cloud adoption
Espresso with a shot of cloud – Nestlé Nespresso SA transformed itshome-grown, complex ERP system with a more scalable architecture andintegrated cloud solution
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Amplified IntelligenceThe rise of the machines:
Lessons from the front lines:
When built to enhance an individual’s knowledge and deployed seamlesslyat the point of business impact, advanced analytics can help amplify ourintelligence for more effective decision making.
Connecting clinics – University of Minnesota Institute for HealthInformatics created a biomedical informatics platform which enablesobservational studies and predictive analytics
Solving crime in real time – LADP patrol cars are outfitted with scannersthat snap pictures of cars and their license plates to receive real time results
Second set of eyes– While automated radiological image analysis canidentify certain cancers, at most their use has been to supply a “second setof eyes” for a radiologist’s diagnosis
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
• Wearables will allow GPStracking and drug testing forconfidential parents.
• Google glasses and iPadsallow easy access to usefuldata on the go or from yourhomes.
A Look into the Future
• Results for genetic testing inless than a minute.
• Paperless process withelectronic signatures.
• Build relationships andcrossing boundaries withdifferent states.
• Gathering informationeffortlessly from crowdsourced resources.
• Cognitive analytics provingreal-time support in decisionmaking about specific cases.
• Artificial intelligence allowingfacial recognition to helplocate non-custodial parentsand enforcing security.
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Child Support Possibilities
Cloud provides access to unlimited child supportcases across the United States
iPads can allow instant e-signatures from court officials
Wearables can be used to track Noncustodial Parents
Using social networks to locate Noncustodial Parents
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Technology Transformation
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Technology Transformation
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Thank YouExplore Tech Trends 2015
www.deloitte.com/us/techtrends2015Join the conversation on Twitter
@DeloitteOnTechFor more information:
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30Hershey Lodge ▪ Hershey, Pennsylvania
Technology Trendsand the
Improvement ofChild Support Pennsylvania
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
What’s Hot - Pennsylvania
• Online Training
• Caseload ManagementTechnology
• JobGateway
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
PACSETIPennsylvania Child Support EnforcementTraining Institute (PACSETI) is a collaborativepartnership between the PennsylvaniaDepartment of Public Welfare (DPW),Bureau of Child Support Enforcement(BCSE), the Domestic Relations Associationof Pennsylvania (DRAP), and Penn State.
Domestic Relations Associationof Pennsylvania
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
On Demand New Hire
Provides instruction on Title IV-D ChildSupport Enforcement (CSE) Program inPennsylvania
• Practical overview of PACSES andsupporting applications
• Self-guided, Self–paced, Supervisor-led
• On site DRS Trainer/Mentor• Mastery Exam
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Online Course CatalogNew Hire
The focus of the course is to provide new hired CSE staff with an overview of key concepts thatpertain to the establishment and enforcement of child support obligations.
Customer Service New Hire Training
100 Level
These courses provide in-depth instruction on each of the case management processes (i.e. CaseInitiation, Locate, Paternity Establishment, Financials, Enforcement, Case Closure, etc) used inthe Title IV-D Child Support Enforcement (CSE) Program. The courses vary in length from oneto three days and are designed for less experienced CSE staff who require additional knowledgeand understanding of individual CSE topics. The training is also appropriate for cross-trainingpersonnel in more than one CSE area of expertise.
Analyzing Ability to Pay 101Case Initiation 101 Comprehensive Case Closure 101CSLN Overview 101 E-Services 101 Enforcement 101Financials 101 Interstate 101 Intrastate 101Locate 101 Paternity Establishment 101
200 Level
These courses provide instruction on emerging issues, new policies, and policy updates. Inaddition, the courses provide advanced instruction in specific subject areas relating to each of thechild support enforcement (CSE) case management processes. The courses vary in length fromone to three days and are designed for more experienced CSE staff.
Basic Analysis of Tax Returns 201 Case Initiation 201 CSENet 201Data Warehouse 201 Domestic Violence 201 Guidelines 201Medical Support Establishment andEnforcement 201
PACSES Administrator 201PaternityDisestablishment 201
Support Order Establishment 201The Expanded Federal ParentLocator Service
300 Level
These individual courses address complex subjects related to child support enforcement (CSE).Instruction is centered on best practice discussions that include proven techniques and processes.The courses vary in length from one to three days and are designed for experienced CSE staff
desiring a greater in-depth understanding of complex CSE issues and solutions for addressing theissues.
Advanced Analysis of Tax Returns301
Complex Interstate Issues301
Enforcement 303: FIDMOverview
400 Level
These courses focus on enhancing the capability of directors, managers and supervisors tomanage key organizational processes that drive performance improvement strategies. Thecourses address various methods for analyzing comparative performance data. Participantsexamine performance gaps/problems, determine root causes, and develop potential solutions.Additionally, the courses include case studies and experiential learning activities designed forupper level management. These courses vary in length from one to three days and are designedfor experienced child support enforcement officers, supervisors, managers, and directors;however, directors may also elect to send "selected" highly experienced, responsible staff.
Administrative Fiscal Operations 401PACSETI Management Academy
500 Level
These courses are reserved for training the judiciary and Title IV-D attorneys. Possible areas ofconcentration: Administrative Office of Pennsylvania Courts (AOPC) issues, unified court(Recommendation 55), the impact of court decisions, comparative best practices, and strategysessions concerning upcoming changes in the law.
Ethics for IV-D AttorneysIV-D Attorney Basics
BCSE Workshop
These brief intensive educational programs are designed for a relatively small group of peopleand focus on techniques and skills in a particular field and will be taught by BCSE selectedpersonnel.
PIM/DW Workshop
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Professional Development
These highly interactive courses provide professional skill development for child supportenforcement (CSE) staff to foster improved performance in their individual CSE roles. Examplesof topics in this category include Customer Service, Coaching for Excellent Performance, andSupervisory Roles and Responsibilities.
Building and Applying ProblemSolving Skills
Coaching for ExcellentPerformance
Conflict Resolution
Customer Service Microsoft Office ExcelSupervisory Roles &Responsibilities
Violence in the Workplace
Workshop
These brief intensive educational programs are designed for a relatively small group of peopleand focus on techniques and skills in a particular field.
Advanced Financials: Calculationof Arrears Workshop
Advanced Financials:Distribution and Maintenance ofFinancial Obligations Workshop
Advanced Financials:Financial ProcessesWorkshop
CC 604 Monthly ObligationFollow-Up Workshop
Change Control 604Deficit Reduction Act of2005 and Its FinancialImpact in PA
Earning Capacity WorkshopEstablishing Realistic OrdersWorkshop
Federal PerformanceMeasures (FPM)Workshop
Financials Resource Materials:DRA 2005, Act 2008-16, andRecommendation 90
Guideline Changes 2010Intrastate Family SupportAct (IFSA) Workshop
Order Modification & PA R.C.P.Payment Score Calculator (PSC)Workshop
Performance ImprovementModule (PIM) Workshop
Pre-Assistance Arrears Workshop Setting the Tone WorkshopTeen Parenting: Playingfor Keeps Train-the-Trainer
Webinar
Webinars are short Web-based seminars or workshops focused on techniques and skills specificto a particular child support enforcement (CSE) field. Webinars allow for information to beshared simultaneously across geographically dispersed locations in nearly real-time.
All webinars will be recorded and available for access on the PACSETI eLearning Portal.Participants who were unable to attend the live session will have the ability to view a completerecording of the session, and participants who did attend will be able to use the recording torefresh their knowledge of the materials presented.
Participants may attend webinars individually or as a group from a single computer connection.
Administrative Enforcement inInterstate (AEI): Case ClosureEnhancements in Work Order -0402
Administrative Enforcementin Interstate (AEI): WorkOrder - 0402 Case Processing
Administrative FiscalOperations Webinar: Preparingthe Annual Budget Plan
Administrative Fiscal OperationsWebinar: Preparing the Title-IV-D Account Statement
FIDM Redesign and FASTLevy
Going Global:Intergovernmental ChildSupport
LMS UpdatesPaternity EstablishmentReporting Changes 2011
Support Guidelines and TaxChanges Webinar
Training Coordinator Workshop
Instructor-led Online
Instructor-led online courses combine self-paced instructional materials with self-assessmentactivities and online references to allow participants to learn both fundamental and specializedtopics at their own pace within a set time frame. Instructors participate in discussions, answerand pose questions, and monitor participant progress to ensure that participants complete thecourse materials within the allotted amount of time.
Analyzing Ability to Pay 101Instructor-led Online
Case Initiation 101Instructor Led-Online
Comprehensive Case Closure 101Instructor-led Online
Enforcement 101 Instructor-ledOnline
Enforcement 102Instructor-led Online
Enforcement 103 Instructor-ledOnline
Enforcement 104 Instructor-ledOnline
Financials 101 Instructor-led Online
Intergovernmental 101 Instructor-ledOnline
Intrastate 101 Instructor-ledOnline
Locate 101 Instructor-ledOnline
Paternity Establishment 101Instructor-led Online
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Format Options
• Instructor-Led Online• Instructor office hours• Discussion Boards
• Online Self Directed• Online Supervisor Supported• Webinars/Teleconference• Learning Nuggets• Workshops• Customized Seminars
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Technology
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Online Training Benefits
• County Driven Content / Professional Delivery
• Greater Training Opportunities & Participation
• On Demand
• Fewer Demands on Local Resources
• Consistency & Quality / Can Change Quickly /Performance Gains
• Lower Costs
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Caseload Management
• PACSES Improvement Module (PIM) is a wide-rangingcaseload management tool for both workers and managers.
• Provides a comprehensive caseload summary, includingactions taken, within a few clicks.
• Replaces needing to view approximately 2 dozen mainframescreens to obtain the same information.
• Filters cases that need actions and enables worker to quicklyassess case and make decision on next action.
• Automates routine actions or Automatically suggests potentialnext steps based on case scenario.
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Caseload Management
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
E&T Case Management• Surely this automation cannot be
applied to a jobs program!
• Pennsylvania JobGatewayo 217,468 job postings
• Online Format/Mobile Accesso Offers a full range of job search and
training services.
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Automated Tracking
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Practical Applications• Child Support Applications
Non Financial Orders (1954) Re-Entry Unemployed & Underemployed Low Income/TANF Veteran Specific Options
• Automation in PIM Activities & Hours Compliance with Court Orders Placements & Wage Verification Retention Automated Upward Modifications?
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Benefits
• Leverage Existing Technology
• Improve Employment Options
• Improve Collections & Outcomes
• Automated Case Management
• Administrative Flexibility
• Cost Effectiveness
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30Hershey Lodge ▪ Hershey, Pennsylvania
Technology Trendsand the
Improvement ofChild Support New Jersey
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
What’s Hot – New Jersey
• NJ Child Support Institute (RutgersSchool of Social Work)
• Web-based NJKiDS AutomatedSystem including Cognitive andPredictive Analytics (Dashboards)
• Customer/Agency Portals• Mobile App & Call/Text Campaigns
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
NJKiDS: Case Management
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Executive Dashboard
A combination of Point in time and
Historical metrics communicate the
Federal Performance measures by
which the business is evaluated
Statewide details allow executives to
compare the performance of regions
and offices to their respective goals
The Ability to customize reports though the use of page prompts(region, office) provides freedom and flexibility for managers andexecutives to conduct near-real time analysis without the need forIT involvement.
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Stratification
Review Collectionsand Disbursements
Analyze Locate,Establishment and
EnforcementProcesses
View User and SystemActivity
Improve Data QualityMerge EmployersMerge Participants
Close Cases
Track MyCases
Case Management Dashboards
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Caseload Targeted Analytics
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
LOCation long
LOCATION
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
EnforcementWhat actions are pending? Success rate? Causes for failure?
Overdue actions – how long?
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Employer AnalysisWhat IWs are in place by employer (OTHP ID)?
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Website/Agency Portals
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Agency Portal Access to Data
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Agency Portal
ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania
Mobile App and Call Campaign
Implemented in January 2014 forApple and April 2014 for android NJ Child Support Mobile app
accessed by more than 8,000 userswithin the first year. Available vianjchildsupport.org Call/Text Campaign
Scheduled Events Payment Reminders Disbursement/Accruals