CA DCSS Finishes Statewide Rollout of Automated Payment Kiosks
Author: Nicole Darracq, CA DCSS
The California Department of Child Support Services (DCSS)
continues their stride toward greater customer convenience with
the installation of automated payment kiosks in child support offices
statewide. San Luis Obispo County received it's Kiosk in February of 2017 and the Kiosk went live on March 1, 2017.
Riverside County DCSS received the first installation of the new statewide rollout in January 2017. Other counties were invited to participate and given installation requirements such as power sources and data line access in reception areas. By mid-March the installation had expanded to 27 counties.
DCSS worked closely with the TouchPay programming team to customize use for participants, including development of the ability to manually enter personal data for case lookup and validation. Participants may now locate their accounts quickly and easily by entering unique data such as their participant ID, driver’s license or Social Security numbers.
Ongoing feedback from the counties was received and used by the customization team to continuously improve and simplify the user experience as the rollout progressed. Automated payment kiosks provide participants with time-saving convenience, accepting multiple forms of payment and helping avoid long lines in the office. Payments post to accounts within three to four days, and the machines generate receipts to assure payment will not be lost or misapplied.
The kiosks also save DCSS’ resources by freeing up staff who would normally handle payments. In February, the first full month of operation, the kiosks in Riverside County alone collected more than $244,000. By the end of the first quarter, kiosks were collecting 12 percent of all over-the-counter payments statewide.
As of May 31st, with only three locations still awaiting installation, 68 kiosks have collected close to $11 million dollars. Although the full impact of the program remains to be seen, it’s clear that kiosks are gaining acceptance as another safe, convenient, and time-saving option for both participants and the child support program.