Simulation Paper
...o answer calls does not mean the calls are receiving quality service. To obtain quality customer service the customer service representatives need to have training on all phases of the child support process from intake to case closure. Unit 608 is located in a mid to low income area of Houston Texas. Therefore, location of the office is important to those customers who depend on the Metro bus line to come into the office to meet the required needs of cooperation between HHSC (Health and Human Services Commission) and the OAG. Failure to cooperate with the OAG will cause HHSC benefits to be reduced or removed. The OAG has moved into the internet age. The OAG web site obtains general information regarding child support, consumer protection, crime victims compensation, criminal justice and cyber crimes to name a few. Each customer, both custodial and non-custodial parent, has a member id that will allow them access, thru the web portal, to general case information and payment information for their case. Mailers were sent to every customer with an active case advising them how to access their case. Questioning the Public The OAG mailed survey questionnaires to every customer with an active case to solicit their input and suggestions to improve quality customer service. Questionnaires were also mailed to customers who called into the customer service line to obtain feedback on the quality of the service they received on their call. These questionnaires were used to restructure the way the OAG handles customer service inquiries both in office and by telephone. Perceptual Maps Not Useful Perceptual maps are not useful to determine what type of legal action to file on a case. The CSO (child support officer) reviews each case separately and determines the best course of action to take. This may mean a phone call o...