CHILD SUPPORT AGENCY PORTAL MODERNIZATION

Child Support Portal Modernization Project

Few things are more important than the financial and emotional support of minor children, and the State’s Child Support Agency is committed to encouraging parental responsibility and self-sufficiency for the benefit of children. By locating parents, establishing paternity, setting support obligations, and aiding with barriers to employment, the Agency helps ensure that every child receives financial assistance from parents as part of their efforts to promote a better future.

When COVID-19 shutdown of face-to-face services, access and vital services provided by the agency to this vulnerable population was in danger of being cut off. Access to these services needed to transition within 30 days to an online and virtual environment, amid changing COVID-19 requirements, while maintaining policy and procedures and moving in-person approval processes to secure, virtual ones. The State’s Attorney General’s office engaged Agilian to transition the Child Support Agency from an in-person to virtual service provider. Being considered one of the hardest projects in the state, Agilian acted as the PMO, system integrator, and developer for the multi-vendor team.

Our elite team provided a robust range of services to ensure the success of this delicate transition, including Value Delivery Office services and Amazon Web Services (AWS) DevOps support, while also seamlessly coordinating work streams with multiple vendors. Agilian created the as-is and future-state processes in a constantly changing and evolving COVID-19 environment; compiled and delivered a virtual learning platform to facilitate the change management process; completed policy and procedure reviews to understand gaps in the as-is processes; defined the process and approval flows that would be completed virtually; and launched the state’s modernized online child support enforcement portal in May 2020,  within approximately thirty (30) days of state’s Stay at Home Order.

Result: Delivered on time and on-budget, Agilian facilitated the agency’s capability to provide continuity for residents and file for child support cases with the state Attorney General without an in-person visit during the period of COVID-19 social distancing guidelines. This work also accelerated the delivery of Child Support online applications that improve the support and services for remote families.