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Implemented Bright Ideas – October 2020 through December 2020

The Bright Ideas program gives CSS Staff a voice to offer suggestions of opportunity for all improvements – OSIS and other systems improvements, as well as ideas regarding budget savings and program efficiency.

If you have a great idea to improve child support performance, budget savings, or program efficiency, please email your idea to *OCSS.BrightIdeas.

There will be an article for each quarter of the year for implemented Bright Ideas.

The most recent month will be listed in the article first. Each article will be published no later than the month following the quarter in which the Bright Ideas were implemented.


We would like to thank Shirley Burton, formerly of the Oklahoma City South Child Support Office, and Brittany Thompson, Center for Business Excellence and Customer Service, for submitting the following Bright Idea that has been accepted, developed and now implemented.  This Bright Idea is in production as of today, 12/8/2020.

Bright Idea #0613-05:

Current Situation:

Would it be possible to add a field called ‘customer transfer/pass-thru’ that would allow us to update YES/NO for a customer to be transferred to a caseworker and include an expiration date? We put transfer/pass-thru comments on cases but due to the high frequency of contacts these notes could be several pages back. We have many ‘screamers’ that are consistently rude and hateful to CARE workers and by the time they get put through to caseworkers, we have to listen to them vent about the hotline. If CARE was able to see at a glance that a customer is able to be passed through it would assist in better customer service and avoid CARE to take the brunt of these people and save frustration and time for all involved.

Solution:

CBECS IT Resources completed programming to develop three new transactions in OSIS:  CSXFRI, CSXFRU and CSXFRH.  We determined that given our new teleworking paradigm, this request would be best served by creating new transactions in OSIS instead of adding fields to existing transactions.  CARE would see at a glance what the caseworker’s telephone number is, and not have to determine if staff were in the office or teleworking.  The CSXFRI is an inquiry transaction, and will show users which case participants have been authorized for a CARE transfer, plus the expiration date.  Also, CSXFRI will be used by CARE staff to determine if a call transfer has been authorized, and for which case participant.  CSXFRU is the update screen that staff will use to add CARE transfer authorizations to OSIS.  Staff will have the ability to add an entry for each case participant that has been authorized for a call transfer, as well as entering the telephone number that CARE should use when transferring the authorized call.  Finally, the CSXFRH is the history transaction, listing all prior transfer authorizations on a particular FGN.

Staff are encouraged to use the CSXFRI and CSXFRU transactions to list case participants who are have transfer authorizations.  CARE will continue to search LOGI in the short term, but will eventually only check CSXFRI before transferring calls.  Staff will also have the ability to update CSXFRU with an “N” to note that a transfer is no longer authorized, but the expiration date for the call transfer has not passed.  If the transfer authorization has passed, there is no need to update the Customer Transfer Indicator to N.

Please note:  These transactions assume that CSCU has been updated with the current caseworker’s user ID.  Some offices use User IDs of staff that are retired to denote what status an FGN is in at a glance; however, this could confuse both CARE and the customer if they are expecting John Q. Public but instead their worker is Suzie X. Test.

CUST Transfer Indicator: Y/N Indicator;
updatable on CSXFRU.

Contact Number: The number where the
 caseworker can be reached. This can be a state
 cell phone, if one is assigned to worker, or the
 desk number at your duty station. Updatable on
 CSXFRU.

Expiration Date: The last date that the
 caseworker will accept a call transfer from
 CARE. If a call transfer has occurred, but the
 Expiration Date has not passed, the caseworker
 should update this field on CSXFRU to a N to
 prevent further transfers.

New OSIS Transaction:  CSXFRI (inquiry transaction)

CSS Customer Transfer Pass-Thru Inquiry. Cust Transfer Indicator, Contact Number, and Expiration Date are highlighted.

New Transaction:  CSXFRU (update transaction)

CSS Customer Transfer Pass-Thru update screen, the title is highlighted.

New Transaction: CSXFRH (history transaction)

Each of these new transactions are accessible at the FGN level.  Further, the PF3 key can be used to flip between the transactions:

CSS Customer Transfer Pass-Thru history. Screen depicts a summary of customers' transfer information.

        Function Key Access:
Use <F3> to invoke screen CSXFRU from CSXFRI
Use <F3> to invoke screen CSXFRI from CSXFRH

You may be pondering how CARE employees would know to look at CSXFRI in the first place when fielding calls.  The CSML transaction has been modified to display “XFR” when CSXFRU has been updated on a FGN.  XFR will display on CSML next to the name of the case participant who has been authorized for a call transfer.  In the case of multiple CPs, it will overlay that CP’s CP sequence number.  Once the call transfer authorization expires, or is updated to N, XFR will no longer display on CSML.

OCSS Case Memebr List Inquiry, CSML is highlighted. Under CP, XFR is highlighted.

In this example, the customer transfer authorization is for CP001 (C01) on FGN 8xxxx001.