What are some examples of privatized functions?
MAW: They range from provision of full IV-D services to collection of arrearages, legal services, systems development, automated voice response systems, central payment processing, hospital based paternity establishment, project-based consulting, and blood testing, among others. States have contracted out blood testing from the start of the child support enforcement program. CSR: And in Montana? MAW: We contract for system maintenance and blood testing and have a few other projects in the works. But our most innovative contract is for a centralized customer service phone unit in Helena, which became fully operational in November, 1995. Our goal is twofold: to provide prompt and courteous service to callers, and to allow caseworkers to focus on collecting support for children. Montana is the only State in the nation with this type of contract. The contractor is responsible for answering all incoming calls promptly and for settling 95 percent of the calls without passing them through to
