Case Study: South Carolina Department of Social Services achieves federally certified child support modernization with Conduent

South Carolina Department of Social Services - Customer Case Study

The South Carolina Department of Social Services (DSS) faced significant challenges after decades of failing to implement a federally certified child support enforcement system and State Disbursement Unit (SDU), which resulted in substantial financial penalties. The agency needed to achieve compliance by building a modern child support system and a new statewide Family Court system simultaneously, a complex undertaking no other state had attempted. They partnered with vendor Conduent to find a solution.

Conduent's solution involved transferring and adapting an existing system from Delaware, limiting changes to minimize risk, and working closely with federal regulators throughout the process. This approach resulted in the successful deployment of the Palmetto Automated Child Support System (PACCS) and SDU on time and on budget, which led to the immediate cessation of federal penalties. The measurable impacts were substantial, including increasing electronic collections from 0% to 62% within a year and providing a centralized payment portal and customer service call center for improved citizen service.

South Carolina Department of Social Services