Transcript OIT Board Presentation

Division of Child Support Services – Mobile Application
Venkat Krishnan & Tanguler Gray
Stronger Families for a Stronger Georgia
02/17/2016
AGENDA
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Business Need
Purpose of Project
Why Go Mobile?
Device Usage Statistics - COMPASS
$TARS/Constituent Services Portal (CSP) Statistics
Child Support Mobility Features
Why Choose IBM Mobile First?
Why Build In-House?
Project Scope
Project Timeline
Mobile Application Demonstration
Questions?
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Business Need
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With over 400,000 child support cases, the Division of Child Support Services
(DCSS) has a challenging mission serving a diverse customer base
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Child Support business needs include:
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Simplifying the payment process
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Providing alternate methods for parents to perform self-service
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Spending more time on the most difficult cases
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Furthering better case management
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Reducing Call Volume
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Enhancing Customer Engagement
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Purpose of Project
To develop a mobile application that
• provides convenient and easy information access to customers
• provides pertinent information to both custodial and non-custodial
parents
• reduces call volumes and walk-in traffic in DCSS offices
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Why Go Mobile?
• Business is no longer confined to the four walls of an office or eight hours in
a day
• As citizens use a wider array of devices, the presentation of government
content needs to adapt to those varied platforms
• The Child support portal is the largest application in the Georgia Portal that
is accessed by a mobile device.
• A recent study shows consumers prefer using mobile apps over websites
with 64% of adult population owning a smart mobile device
• On average a user spends more than 4 hours a day on their mobile device
• By 2018 mobile app development projects will outnumber native PC
projects by a ratio of 4:1
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Device Usage Statistics - COMPASS
Device
Sessions
Desktop
626,144 (50.10%)
Mobile
541,964 (43.37%)
Tablet
81,654 (6.53%)
Total 1,249,762
Device Distribution
Desktop
Mobile
Tablet
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
$TARS/Constituent Services Portal (CSP) Statistics
$TARS Active Cases
CSP Registrations
≈ 416,200
CP = ~246,900 (Custodial Parent)
NCP = ~109,700 (Non Custodial Parent)
450,000
400,000
350,000
300,000
250,000
200,000
150,000
100,000
50,000
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$TARS Active
Cases
CSP CP/CU
Registrations
CSP NCP
Registrations
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Child Support – Mobility Features
Activities that could be done via a mobile device:
Features
Custodial
Parent
Non-Custodial
Parent
 Register on the Georgia Child Support Services
Portal
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 Make Payment
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 Sign up for Direct Deposit
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 Review Payment History
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 Customizable Case Alerts (email or Text)
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 Receive Notifications
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 View App in English and Spanish
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 Customer Service- Call/Email/Chat
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 Upload Documents
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
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Child Support – Mobility Features (continued)
Features
Custodial
Parent
NonCustodial
Parent
 Review case information
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 Access general information about DCSS program
services
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 Locate the Nearest office to the constituent
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 Provide/Update Information
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 Review Checks Information
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 View Support Order and Arrears Balance
Information
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 Review Appointments scheduled
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 Request Case Closure
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
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Why Choose IBM Mobile First?
• Market leaders in Mobile Application Development
• Provides complete solution to build, deploy and manage the Apps
• Easy to use interface reducing development time
• Operational analytics for usage insights
• Build one application that can be deployed on all platforms/models
• Common technical skills to build apps
• Working models at Georgia Department of Corrections (GDC) and
Georgia Department of Revenue (DOR)
• Ability to leverage IBM Mobility Technical Resources through the GETS
contract
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Why Build In-House?
• Reduces implementation costs as most of the services are already in
place and could be re-used
• Ownership of the product along with the knowledge gained while
developing it
• Flexibility with the number of deployments or enhancements
• Resources available have a long term experience with the current
applications - $TARS and CSP
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Project Scope
• Phase I
• Register on the Georgia Child Support Services Mobile Portal
• Make payments (limited for Phase I, complete for Phase II)
• Review payment history
• Review case information
• Access general information about DCSS program services
• Update demographics
• Future Phases
• Sign up for direct deposit
• Allow multiple language and disability provisions
• Upload documents
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Project Timeline
2/1/2016
5/1/2016
4/1/2016
3/1/2016
6/1/2016
6/30/2016
1/1/2016
Construct Infrastructure
Phase I
Testing
Pilot
Control Limited Rollout
Requirements/Design Phase II
Phase II
Development Phase II
Deploy Phase II
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Mobile App Demonstration
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services
Questions?
Additional Information:
[email protected]
[email protected]
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Division of Child Support Services/ Office of Information Technology
Georgia Department of Human Services