Case Study: Los Angeles Child Support Services Department improves collections with Conduent

Los Angeles Child Support Services Department targets $500 million in collections with Conduent

The Los Angeles Child Support Services Department (LACSSD), the largest county-based child support program in the U.S., faced the challenge of increasing collections to provide more funds for children. Despite trying new technology and process changes, they had seen only modest increases and needed a new strategy to meet their goals. They engaged vendor Conduent for its innovative "dreaming sessions" service to help develop this new approach.

Conduent implemented a comprehensive study using ethnography, business process modeling, and data analytics to understand LACSSD's daily operations and client interactions. This solution identified key opportunities for improving processes and communications, and it developed a predictive scoring model to recommend the types of orders that yield higher collections. The results provided LACSSD with concrete strategies to reduce wasted effort and maximize collections, directly supporting their goal of increasing the funds that go to the children of Los Angeles County.

Los Angeles Child Support Services Department (lacssd)