New Kofax Solution to Manage More than 90,000 Child Support Cases

children.jpgEstablished as a state program in the 1970s, the Office of Recovery Services (ORS) (http://www.ors.utah.gov) is an agency located within the Utah Department of Human Services that is dedicated to providing child support services and support for children in care. In 1976, ORS became the designated state child support enforcement office after the passing of Title IV-D of the Social Security Act in 1975. ORS administers the state Child Support Services, Children in Care Collections and Medicaid Collections programs.

ORS manages over 90,000 child support case files, and receives 80,000 pieces of new mail each month that need to be distributed to case workers located throughout the state of Utah. Lost files, missing files, and information and workers spread across the state made quick and easy access an increasingly difficult challenge. ORS sought a technology solution that would allow it to digitize its case files and make them centrally available electronically throughout the agency, and as a result, allow it to increase customer service levels and process cases more quickly.

Dataimage designed a custom solution that leveraged Kofax® Intelligent Capture & Exchange. The custom solution included key elements of Kofax Intelligent Capture & Exchange, including Kofax Ascent Capture® and Kofax INDICIUS®, an innovative automatic document separation technology, which for ORS, helped expedite the timeframe for the project and saved significant resources in the process. Together, the two Kofax technologies also helped ORS to achieve success with the classification and extraction portion of the back file conversion project.

Based on Kofax Intelligent Capture & Exchange combined with the OPEX AS3690i scanner and Model 51 Rapid Extraction Desk, ORS uses its new 100 percent electronic mailroom solution to digitally process and distribute more than 80,000 pieces of mail per month. Now when mail arrives at 5 a.m., it can be quickly scanned and distributed electronically throughout the state, as well as to select virtual home offices, often, by 8 a.m. that same morning. Previously, the process took more than 24 hours using manual paper distribution within an office and up to a week if the document had to move to a different office throughout the state.

To date, ORS has seen a significant return on investment (ROI), most importantly in its ability to free up employee time to better serve customers. With the new Kofax-based system, ORS’ employees have been able to reallocate the time they used to spend searching for information on a given case, to focus on collecting funds for distribution to the children.

For full case study see stateofutahofficeofrecovery_viewing_080207.pdf