California State Disbursement Unit (SDU) Transition: New Changes to Conduent Contract

By: Kristy Hartmann, CA DCSS

In March 2020, there will be several new and exciting changes to the collection and processing of child support payments through the California State Disbursement Unit. Conduent, a digital interactions company, was awarded a nine-year contract to help handle millions of dollars in child support payments. Its innovative platform will transform the way SDU operates by using modern technology, adding new services and functionalities that will benefit the collection and payment processes.

The SDU transition is in full-swing to ensure the changes to the new contract will clearly inform and educate all stakeholders. Project Managers Ryna Stephenson, Mike Dorsey, and Mark Rogers have been meeting regularly with key people from several departments to analyze the new requirements and determine how the new features will be implemented. The huge undertaking will impact many internal and external stakeholders such as the SDU Operations team, Technology Services Division (TSD), Statewide Customer Service Branch, local child support agencies (LCSAs), and parents paying and receiving child support.

What are the new changes? The biggest change is the Electronic Payment Card (EPC) Program, which will offer customers EMV (Europay, MasterCard, Visa) chipped cards, companion cards, and a savings account. Parents will have the option to put money into a companion card and give it to another person to use, such as a babysitter. Parents will also have a chance to move money into a savings account attached to the card.

Other required changes to the contract are: the posting of notices to the CA DCSS public website and SDU website, mailing of notices to payers, scanning correspondence directly into Child Support Enforcement (CSE), building a dashboard for reporting and business analytics, carrying out new SDU call center requirements, and handling of non-sufficient funds collections, which will now be the responsibility of Conduent.

“The procurement team worked very hard to conduct market research with banks and other SDU vendors to be able to add new innovative requirements to the contract,” said Ryna Stephenson, SDU Transition Project Manager and CA DCSS Centralized Contract Oversight Section Manager.

If you have any questions regarding the SDU transition, you may reach out to Ryna Stephenson, Nitisha Gilra, or Jeremy Mayberry-Antolin. You can also stay updated on the SDU transition changes by being a loyal reader of the DCSS Today newsletter