Services
Since 1985, Saber’s Child Support Practice has partnered with state child support enforcement agencies (CSEAs) to implement their IT strategies. Our child support engagements have resulted in the timely implementation of statewide systems across the country. Our real strength has been to offer leading solutions to child support enforcement problems with outstanding delivery methods that strengthen the CSEA and that result in a very high level of customer satisfaction.
Our services include business consulting, “end to end” system development and implementation services, maintenance and operational support, and advanced tools for improving customer service to our CSEA customers. With long-standing industry leadership and one of the largest staff of child support enforcement (CSE) professionals, Saber has one of the strongest child support enforcement capabilities in the country.
Business Consulting
Saber provides focused child support enforcement business consulting services to assist agencies interested in undertaking strategic planning and process reengineering ahead of their efforts to re-systemize their legacy systems. Additionally, we provide business intelligence (data warehousing) services to help CSE agencies perform detail analysis on their operations. Our CSE subject matter experts collaborate with our client agencies to build a strong business case to justify the re-systemization effort and also work with these agencies to develop Advanced Planning Documents (APD) for submission to the federal government for approval. We also assist agencies in planning for and executing process re-organization strategies and organizational change management strategies that are often a consequence of implementing a new system.
Maintenance and Support Services
Saber provides maintenance and support services that are uniquely focused on the Child Support Enforcement Program. The total cost of ownership of a child support system, as well as its capability to fully support the business requirements of the child support program, is dramatically affected by how the system is maintained and enhanced. Many first generation statewide CSE systems have undergone major modifications because of the Personal Responsibility and Work Opportunity Act of 1996 (PRWORA) and other legislation. There was also pressure from the Federal Office of Child Support Enforcement to certify systems or incur large financial penalties. These factors have left many states with systems that are costly and difficult to maintain and operate.
Saber understands these issues and offers maintenance and support services that allow agencies to establish a cost effective and robust approach upon which to operate their systems. Our planning and control processes facilitate the APD process and help the agency manage system costs more effectively. As a part of our standard service package, Saber will bring system documentation into alignment with the operation of the system, establish a strong change management and configuration management process for the IT arm of the agency, implement stringent processes to identify and clean up data issues, and help the agency establish a metrics plan so that it can readily assess the health and quality of its system’s operations.
Advanced Tools for Improved Customer Service
Many of our CSE customers are focused on improving customer service to their stakeholders. Saber offers advanced web-based self-service portals, CRM capabilities, and IVR telephony installation services to help our customers implement a customer-centric business strategy that leverages technology integration to meet service demands and improve customer service. Among the many components of CRM, Saber implements call centers and software to improve call center responsiveness, deploy automated interactive voice response (IVR) capabilities to provide 24x7 telephone support to custodial parents (CPs) and non-custodial parents (NCPs), and implement web-based self-service functionality that allow CPs and NCPs to manage their own accounts.
New System Development and Implementation Services
Saber is currently supporting, or has supported over the past 15 years, the development of statewide child support systems for 15 states. From this deep experience we have developed and implemented industry-accepted best practices for the construction of new systems and major enhancements to them. Our Advanced Technology Centers give our CSE professionals access to the latest technology and tools to build state-of-the-art systems that are more accurate, more agile, and less costly to operate than the legacy systems of the past. Our combination of program, technology, process, and procedure maturity allow Saber to offer significant return on investment (ROI) to CSE agencies that are looking to re-systemize their existing systems.
Correspondence and Notice Generation (LetterGenie)
Notification and correspondence with clients and other agencies is a significant issue for any agency enforcing child support. Saber has worked with CSEAs to develop solutions to manage document generation that allows end users control over correspondence. The result of this collaboration is our document generation product, LetterGenie. LetterGenie is a turnkey Correspondence and Notice Management System currently installed in statewide child support systems and used by agencies to generate predefined notices and forms, as well as ad hoc correspondence with clients and other agencies. Forms, notices and letters are automatically generated from the child support system with client-specific information in the document. The product allows caseworkers to generate client correspondence on demand with client information automatically populated in the document. LetterGenie provides a user-friendly interface to easily maintain and track documents in accordance with Federal and State requirements. LetterGenie provides the flexibility to maintain standardized documents and to allow modifications to the document by the caseworker at the discretion of the State.
Document Management
CSE systems generate and store significant amounts of paper over the course of a case. The need for expeditious file retrieval and efficient document management is vital to the system’s operation. To enable our clients to better handle this operation, Saber offers document management solution.
Contact Saber now to learn more about our Child Support Systems.
