increase collections using e-iwo and the debt inquiry service bill stuart, bev wooten, toby hallows,...

INCREASE COLLECTIONS USING e-IWO AND THE DEBT INQUIRY SERVICE

BILL STUART, BEV WOOTEN,

TOBY HALLOWS, AND RENEE HIGGS

ERICSA 50th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida 

What is e-IWO?• States electronically send IWOs• Employers electronically acknowledge IWO• Federal Employer Identification Number (FEIN) is key • Handles terminations, lump sum payments • Implementation Options for employers

– System to system– Fillable PDF and Spreadsheet

Portal Registration

• Everyone must register• Complete a Profile form • Registration includes Agreement

e-IWO Process Flow

Why Do It?

• Gets support to the families faster• Adding additional employers is

straightforward• Saves time, money, and resources • Ensures uniform IWO data from all states• Increases accuracy and reliability of data• Acknowledgement provides timely feedback

Get Rid of the Crates!Get Rid of the Crates!

Process to implement e-IWO

• Complete Profile form• Provided with FEIN file• We establish connectivity with you• Test files to employers• Test acknowledgements from DFAS• Let employers you’re going live• GO LIVE!!

e-IWO Cost/BenefitAs of 02/28/2013

States Development Cost Collection Increase Administrative Savings

27

States in production

$1,620,000

Calculation

400 hours (Estimated

development hours)

X

$150.00 (Estimated Hourly

Rate) X

27 States

$93,990,788

Calculation

1,310,314 (# e-IWOs 5/2005-

03/2013)

X51% (Success Rate for IWOs

X

$140.65 (2.5 week Collection

Increase)

$1,310,314

Calculation

1,310,314(e-IWO’s issued from 5/2005 – 03/2013)

X

$1.00 (Average cost to mail an

IWO)

States on e-IWO•Arizona•Arkansas•California •Colorado•District of Columbia•Florida•Idaho•Illinois•Indiana •Massachusetts•Michigan •Missouri•Nebraska

•New Jersey•New York•North Carolina•North Dakota•Ohio•Oklahoma•Oregon•Pennsylvania•South Dakota•Tennessee•Texas•Virginia•Washington•West Virginia

430+ Employers on e-IWO – Comprising 4,300+ FEINs

•Adecco

•ADP

•Coca Cola

•Costco

•DFAS

•Dollar General

•Dollar Tree

•Express Professionals

•Jack in the Box

•Kelly Services

•Meijer

•Pepsi

•Peoplelink

•Quest Diagnostics

•Ruby Tuesday

•SSA•Target

•Tyson Foods

•UPS

•Time Warner Cable

•UPS

•USPS

•Verizon

•Wal Mart

•Yum! Brands

Resources

• Software Interface Specification Document link: http://www.acf.hhs.gov/programs/cse/newhire/employer/publication/eiwo/sis/eiwo_sis_qc.htm

• e-IWO Workgroup – 31 States; 65+ employers – bi-monthly calls

Questions & Answers

Contact Information Bill Stuart

william.stuart@acf.hhs.gov518-399-9241

Coca-Cola Refreshments USA, Inc.e-IWO Voyage

• Decision to Convert• Implementation• Process & Procedures• Benefits

Classified - Internal use

Coca-Cola Refreshments USA, Inc.e-IWO Voyage – Decision to Convert

• Multi-State employer • Shared Service Environment• Multiple FEINs• Process High Volume of IWOs• Paperless Processing• Elimination of Duplication• Increase Productivity

Classified - Internal use

Coca-Cola Refreshments USA, Inc.e-IWO Voyage - Implementation

• First Contact• Choice of Format• Internal Resources

– Set Up– Testing Phase

• Working with the States– Validation & Consolidation of FEINs– Case Reconciliation

Classified - Internal use

Coca-Cola Refreshments USA, Inc.e-IWO Voyage – Process &

Procedures• Advantages of Paperless Processing

– Print Only When Required

• Creation of Process Flow• Electronic Responses• Termination & Suspension Process• Daily Process e-Mail Notifications• Reporting of Lump Sum

Classified - Internal use

Coca-Cola Refreshments USA, Inc.e-IWO Voyage - Benefits

• Cost Effective• Improved Efficiencies

– Increase in Turnaround Time– Funds Disbursed to Families Quicker

• Security• Reduction of Inquiries• Partnership W/State & Federal Agencies

Classified - Internal use

Coca-Cola Refreshments USA, Inc.e-IWO Voyage

Smooth Sailing……

Classified - Internal use

Oklahoma Child Support ServicesThe benefits of e-IWO for a state agency

• Reducing costs–Budgets

• Additional yearly savings–Additional employers–Additional IWOs

• Percentage increase from previous year

Oklahoma Child Support ServicesThe benefits of e-IWO for a state agency

• Saving time–Case Workers–Employers

• Shifting workloads–Case workers

Oklahoma Child Support ServicesOutreach Activities and Benefits

• Employer outreach–Workshops–Seminars–Luncheons–Webinars–Training videos

Oklahoma Child Support ServicesOutreach Activities and Benefits

• Benefits–Increased good will–Options for employers–Cost savings

Oklahoma Child Support ServicesThe Future for States and Employers

• States–States as employers–Increasing number of Employers on portal

• Employers–Increasing number of States on portal–Percentage of IWOs by electronic means

What is the Debt Inquiry Service?• Centralized process for employers to report

employees who are eligible to receive upcoming lump sum payouts such as bonuses, severance, vacation payouts, and other types of payments

• Information provided by employers is compared to OCSE’s national debtor file that contains individuals who owe past-due child support

• State agencies receive matches and contact the employers if money should be withheld from the lump sum payment

What employers are participating?• Major employers include –

– Costco– AT&T– Coca-cola Refreshments– Gap, Inc.– Target– Shell Corporation– and locally – University of Central Florida!

A total of 45 employers are currently sending DI files.

What information do states receive on the portal?

• Here’s a brief demonstration

Which states are participating?

How can states participate in DI?

• Fill out a Debt Inquiry Profile• Have your technical support group authorize

you to use DI by having your state’s proxy server send a SD role code for you when you use the Portal

• Contact the Portal Help Desk @1-800-258-2736, ocse.gr-portal@lmco.comto activate portal use

What are the benefits for families and children?

• Lump Sum payouts = increase collections• Lump Sum notifications provide opportunities

for new employment identification• Electronic notifications provide faster

communication of new available income = faster money to families

How can we recruit more employers?

• Contact state chapters of the American Payroll Association

• Ask your state employment security agency to provide information to employers

• Contact large employers in your state directly• Interested employers may contact the OCSE Employer

Services Team at employerservices@acf.hhs.gov

Oklahoma Child Support ServicesDebt Inquiry Availability

• Ease of use–Single point of reference–Response preference

• Record options–On-line–Download

Oklahoma Child Support ServicesDebt Inquiry Benefits

• Multiple employers• On-line system

–Faster response time–Lump sum notification

from employers not dealt with before

Coca-Cola Refreshments USA, Inc.Debt Inquiry Service - DIS

• Easy Registration Process– IT resources Minimal

• On Line Reporting for Lump Sum Payouts– Batch Reporting– Individual Reporting

• Receipt of Successful File Transmission• Communication Preference• Streamlines Inquires to States

Classified - Internal use

Coca-Cola Refreshments USA, Inc.Debt Inquiry Service - DIS

If I could have But one wish….The Participation of all States whichMandate LumpSum Reporting!

Classified - Internal use

Contact Information

Bill Stuart – e-IWOWilliam.stuart@acf.hhs.gov518-399-9241

Renee Higgs – DISRenee.higgs@ssa.gov443-436-6476

Toby Hallows – OK DHSToby.Hallows@okdhs.org405-522-0607

Bev Wooten - Coca-cola Refreshments

bwooten@coca-cola.com813-982-7851

Classified - Internal use