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Innovative Outreach Partners and the
Social Media Revolution
Peggy Hawkins, Chief Assistant Director
Contra Costa County, CA
Alex Camacho, Project Manager
ACS, A Xerox Company
Ruth Anne Thornton, Program Specialist
Office of the Attorney General, TX
is a social networking website launched in February 2004 with more than 600 millionactive users in January 2011. Users can add people as friends and send them messages, and update their personal
profiles to notify friends about themselves.
Page Administration
• Only an Authorized Representative of the Subject Matter May Administer the Page
• Administrators must have a facebook account
• There can be multiple Administrators of the Page
• Contra Costa has 5 Page Admins with 3 of them answering questions & posting content.
Components of the Wall
• Department & Fan Posts• Info ‐ Address, Phone, E‐mail, Website URL
– MAINTAIN CONFIDENTIALITY Don't post personal case details. California's Child Support Services Program works with parents and guardians to ensure children receive court‐ordered financial and medical support.
• Links‐ State Website, Customer Connect, Family Law Facilitator
• Events‐Child Support Awareness Month• Notes – Post Helpful Customer Info that is always accessible
• Videos & Photos
What is Posted on the Wall?
Other Agencies’ Flyers
System Outages & Notices Affecting Customers
Answers to Questions
Used for Locate Too
• Unlocated CP with $ sitting in suspense
• Account Technician sent letters to several CSE addresses & called all phone numbers on system, with no luck.
• Acct. Tech asked Facebook Admin to search for CP and found a match and sent her a private message to call.
• It was the correct CP and she is excited to receive $21,000.
Facebook Final Thoughts
• Our Page has been live for 2 ½ yrs
• There have never been any negative posts.
• Did I mention Facebook is FREE
Outreach Using QR Codes
• Quick Response (QR) codes are two‐dimensional barcodes
• Use smartphone with QR Code reader to take a picture of the QR Code
• QR Code can:– Display Text– Go to a Web Page– Make a Phone Call– Send a Text Message
What are QR Codes Used For?
• Signs at tourism locations to provide more information
• Ads by manufacturers to give coupons or discounts• Libraries direct users to a mobile library website• How –to videos for product installation• Trade show name tags with contact information• House for Sale signs to see photos of the house• Appliance instructions – now where is the manual
for the DVD player?
QR Code Creation• QR Codes are simple & FREE• Search Internet for “QR Code Generator”• Enter Website URL or Text and Generate• Save QR Code in many standard formats
Debit Card Programs
Features Value Proposition• Cost of getting rid of monthly
check and production and postage is a clear gain to States
• Centralized customer service for card programs gives a common, consistent message
• Issues– Requires customer
engagement to get periodic information about deposits and balances
– IVRs help but do not solve the problem
• Supports transfer of paper to electronic disbursement
• Well suited for unbanked• Supports access to ATM,
POS and bank branch cash access points
• Issues– No monthly statement– Balance inquiries require web
or telephone access– Absence of paper
Debit Card Disbursements by SDU
Transactions by SDUSDU Disbursements
Florida SDU 4,506,761
Illinois SDU 1,917,128
New Hampshire SDU 25.316
New Jersey SDU 9,054,081
New York SDU 4,323,115
Ohio SDU 6,403,764
Pennsylvania SDU 4,039,118
Texas SDU 8,505,716
TOTAL 38,774,999
AK
MT
WYID
WA
OR
NV UTCA
AZ
ND
SD
NE
CO
NM
TX
OK
KS
AR
LA
MO
IA
MNWI
IL IN
KY
TN
MS AL GA
FL
SC
NCVA
OH
MINY
PA
MDDENJ
CTRIMA
MEVTNH
HI
Note –CA SDU, WI SDU and SC SDU also have ACS debit card programs but are
not yet implemented
Debit Card Noticing Opportunities
• Proactive noticing prevents:– Customer calls to State agency or debit card call center to get basic information
• Types– Outbound deposit notification by email, voice and text
– Low balance warnings by email, voice and text (avoid ATM balance inquiry fees)
• Requirements– Client signs up for the service either through the web application or by speaking to a customer service representative
A Word About Outbound Noticing
• All forms of noticing have rules that must be followed– Outbound Calling – Can only be done during certain hours and some days are blocked
– Emailing – Email blasts are often interpreted as SPAM so care has to be taken to prevent this in the design of the process
– Text to Mobile Phones – The mobile phone owner must either give permission or have a means to refuse the notification.
• There is a large user base— 89.3% of US own a cell phone — 190 M wireless subscribers— 25% of household are wireless only
• Text messaging is part of daily life— 72% of adults are texting— 96% of all text messages are read— Nearly 100% of mobile devices support SMS— 80% of Medicaid beneficiaries use SMS— Over 150B SMS messages are sent monthly
Mrs. Perez, your account statement is ready. Click hereto view.
The Prevalence of Text Messaging
A Word on Hosted IVR Systems
• Definition– Premise Based – means the IVR equipment is located in the operation (SDU)
– Hosted – service is located centrally and provides IVR services to many clients
• Value to outbound messaging– Messaging applications can be designed one time and reused many times
– Example: All ACS debit card messaging is through a hosted IVR provider
Hosted IVR Benefits
• Op Ex versus Cap Ex model– No licenses or equipment to purchase– Minimal professional services fees– Reduced operating costs so you pay only for what you use
• Fully outsourced service; experts manages the entire process
• Increased flexibility to address dynamic changes• Cloud‐based service for maximum business continuity• Excess capacity to ensure availability during unplanned events
• Perpetual technology refresh provides latest solutions
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Other Noticing Opportunities
Select State programs have elected outbound messaging over standard USPS mail for informing clients regarding date specific information
Other Noticing Opportunities (Cont’)
• Louisiana is an example of a program that has been doing email and voice noticing through a hosted service– 4,600 office interview notices monthly– 3,600 court hearing notices monthly– 1,100 genetic testing appointments monthly
Also offering – Office Interview Outbound E‐Mail Notifications– Court Hearing Outbound E‐Mail Notifications– Genetic Testing Outbound E‐Mail Notifications
Opportunities
• Disbursement notices for direct deposit and checks reduces printing, postage and call center activity– Example – voice notices to debit card clients reduced calls to call center by 15% in Illinois.
• Implementation noticing announces changes coming in the current environment– Example – California will send 600 thousand email and voice messages announces changes in the SDU
• Coordinating messages with current web and IVR applications
Ruth Anne Thornton, Texas Office of the Attorney General
INNOVATIVE OUTREACH: CHALLENGES AND OPPORTUNITIES
Challenges
• Organizational culture– Risk vs. reward– Communication strategy
• Technology– IT Security– Subject matter expertise
• Staffing– Time– Continuity
Networked Innovation
• Identify stakeholders/partners• Develop networks• Share information• Create content and make it available
Youth and Young Adult Outreach
• Stakeholders– Community colleges, high schools
• Faculty, staff, counselors, administrators
• Information Sharing– Presentations to faculty and staff
• Content– Short video segments– p.a.p.a. curriculum– Games, interactive online modules
Family Violence Outreach
• Stakeholders– Advocates, DA/CA offices, judiciary– Statewide and local coalitions– Public service agencies
• Information Sharing– Child support training for advocates
• Content– Posters, brochures, website
Prenatal Outreach• Stakeholders
– WIC, Early Head Start, Nurse Family Partnership
• Information Sharing– Inservice training for WIC staff– CNE credits for paternity education
• Content– First Nine Months of Fatherhood Report– Maps for New Dads– Paternity, Child Support and You
Other Outreach Opportunities
• Organizations that serve military families
• Incarcerated parent programs• Local nonprofits focused on child
wellbeing • Asset-building organizations• Workforce programs