State of Illinois Government's State Disbursement Unit
CASE STUDY BELOW
Illinois State Disbursement Unit (IL SDU)
SCOPE OF WORK
Enlightened provides staffing and management services to the IL SDU
DESCRIPTION OF PRODUCTS AND SERVICES PROVIDED TO CUSTOMER
Enlightened, in partnership with ACS, Inc., provides the Illinois State Government's Department of Social Services, Office of Family Support, and Support Enforcement Services (SES) with child support enforcement customer service Center and mail processing center management; as well as accounting and balancing clerks staffing services.
Call center service levels agreements and quality service have significantly improved through repeatable and customizable methodologies, strong quality controls, and effective incentive program. Through the use of methodologies, quality controls and incentive programs Enlightened helped improve the overall customer call center management services including management, staffing, training and human resource services and increased productivity.
OUTCOME/VALUE/BENEFIT TO CUSTOMER
Illinois taxpayers have realized cost reduction and expedition of child support payment processing which better supports the financial stability for custodial parent recipients and impacted children and vital child support information and guidance to state funded support services.