Revolutionizing Child Support Workflows with Advanced Document Intelligence

Challenge

The Montana Child Support Services Division faced significant challenges due to its reliance on an outdated, paper-based system. With over 250,000 case documents spread across five regional offices, accessing files became increasingly difficult, hindering timely case management. The absence of a centralized repository led to duplicative efforts and created a lack of a single source of truth for document management. Additionally, physical files were prone to being misplaced or lost, jeopardizing data integrity and security. This inefficient system slowed down search capabilities and complicated the overall case management process.

Solution

To address these challenges, MT CSSD embarked on a digital transformation initiative by implementing Google Document Warehouse. A key component of this solution was the development of a user-friendly data input interface designed to streamline document management. This interface included a folder management page for easy case entry, detailed views for document attachments and metadata input, and a dashboard powered by Google Looker Studio for enhanced analytics. Crucially, the system incorporated a robust tagging feature that enabled case workers to tag documents with relevant keywords, facilitating efficient keyword searches and other search methods to locate documents quickly as needed. Furthermore, custom workflows and ingest pipelines were established to facilitate the seamless ingestion and caseworker assignment of files and metadata into the Document AI Warehouse from Google Cloud Storage.

Results

The digitization of case files at the Montana Child Support Services Division (MT CSSD) has had a profound impact on service delivery and operational efficiency. By converting 30,000 paper case files into a new electronic document management system, which involved scanning over 4 million pages, MT CSSD has significantly enhanced accessibility for both staff and clients. This transformation allows 140 workers across five locations to share files seamlessly, eliminating the need for manual transportation and greatly benefiting residents in rural areas without local offices. As a result, case processing has become more consistent and efficient, leading to improved data security and service quality. Ultimately, this initiative has streamlined operations, enabling MT CSSD to respond more effectively to the needs of Montanans seeking child support services.

About Montana CSSD

The Montana Child Support Services Division (CSSD) is dedicated to ensuring that both parents contribute financially to their children's well-being following separation or divorce. Its primary purpose is to enforce child support orders, facilitate the collection and distribution of payments, and provide guidance to parents on their obligations, thereby promoting a stable environment for children's growth and development.