The Washington, D.C. Office of the Attorney General takes a digital approach to delivering child support.
Meet the industry's next trailblazer.
Reorientation for a single source of truth.
“We knew we needed to change with our constituents ever changing expectations and the D.C. laws that are dynamic in nature,” Tonjes added. “A change in a law generates a change in process and a change in process generates a change in technology. The ability to stay up to speed with the environment we are living in with a platform that is more public facing, more data facing, and more change-friendly was our only way to continue playing.”
With processes that were previously managed on paper or across several disparate systems on technology assets that were historically disconnected, the D.C. OAG set out for a solution. “Not only were we looking to move our operations virtually, but we also moved buildings physically,” said Angelisa Young, Acting Chief of Shared Services at the Office of the Attorney General for the District of Columbia. “Paper applications can easily pile up in filing cabinets or left in a jacket somewhere and we understood that. We needed a way for our customers to apply for services 24 hours a day 7 days a week from the comfort of their own home.” The team was passionate about building a public-facing portal that would require minimal effort for users, would connect those various assets to one another, the active call center as an example, and would not compromise the security of the information being managed. Communication outreach and interaction also needed to be streamlined onto one system so that the team could more easily track, monitor, and manage child support cases as they progressed from the application stage to the actual disbursement of funds action.