Changes on the Way for the Kiosk Payments Program

By: Nicole Darracq, CA DCSS

A number of changes to the TouchPay child support payment kiosks that will greatly improve the customer experience were tested during the month of March in several local child support agencies and are already live.

New programming in the kiosks has added three functions:

• Payers are now asked if they are the same individual as the person owing the payment. This eliminates double entry of information if the payer and the obligor are the same person.
• Payers now have the option of selecting text or email receipts in addition to the paper receipt currently produced.
• Buttons on some screens have been lowered to conform with the Americans with Disabilities Act (ADA), allowing comfortable kiosk use from a wheelchair or seated position.

These changes were initially tested in Riverside and San Diego counties and rolled out statewide over the second half of March, beginning on Monday the 18th.

In addition, all child support staff statewide are now able to print kiosk ID cards in Spanish as well as English, with a preview of the card displayed after the desired language is selected. This should increase usage of the kiosks among our customers more comfortable using Spanish while improving collections and customer service for this group.

As InsideDCSS goes to press, kiosks are being installed in courthouses in San Bernardino, San Diego and Fresno counties in a pilot program to test whether kiosks in these locations add convenience for our customers. The California Department of Child Support Services will be tracking installation, usage and collections to determine the efficacy of these additional kiosks – the results will determine if there will be further expansion of this program.

The TouchPay kiosks have collected more than $110 million since being first implemented in early 2017, and now account for 17 percent of regular collections every month. These improvements should go a long way towards improving customer service for the users, maximizing resources for county and regional child support offices and reducing fiscal risk for our program.