Maryland Department of Human Services Partnership Overview:

The partnership between the University of Maryland and the Maryland Department of Human Services (DHS) concluded in 2024, following more than a decade of successful collaboration. Throughout this partnership, the University played a vital role in supporting DHS with data cleanup initiatives, help desk and server support, application development, and training services.

Data Cleanup:

In response to significant data discrepancies within DHS’s legacy management system, the University of Maryland deployed a dedicated team of over 50 professionals to lead a comprehensive data cleanup initiative. This effort focused on identifying, investigating, and resolving major system inconsistencies, ensuring data accuracy and integrity across the department’s repository.

Help Desk and Server Support:

For over ten years, the University of Maryland provided dedicated LAN support to key Child Support locations across the State of Maryland, including Prince George’s, Montgomery, Anne Arundel, and Baltimore counties, as well as the central headquarters in Baltimore City. The support services covered a broad range of IT needs, including computer support, imaging and deployment, Active Directory management, and server oversight and management.

Application Development:

The University’s application development team was instrumental in creating new systems and maintaining existing ones throughout the partnership. Key systems developed and supported include:

  • Mainframe Overlay / Dashboard System:
    • In collaboration with DHS leadership, the University developed a mainframe overlay system to regularly analyze the state’s entire child support case universe. This statewide system prioritized cases for workers, provided actionable insights to help resume payments, and offered features such as mail distribution, court calendars, and personal reminders. A key strength of the system was its introduction of enhanced accountability and transparency, offering management critical insight into statewide workloads and performance, which became integral to the agency’s performance evaluations.
  • File Room Management System:
    • The University designed and maintained a file room management system to streamline the operation of a DHS file room, including label printing, file tracking, and request management.
  • Call Center Tracking System:
    • The University developed a comprehensive call center tracking system to manage interactions with child support inquiries, incorporating features like pre-determined escalation paths and canned responses for call center agents to use when communicating with clients.
  • LTR Transactional System:
    • A financial transactional system was created to facilitate account adjustments requested by child support offices across the state to the central State Disbursement Unit.
  • Customer Service Tracking System:
    • The University developed a system for tracking elevated customer service inquiries, handling cases that required follow-up from elected officials or other constituents.
  • Interstate Case Tracking System:
    • The University developed a system to track all child support cases entering and exiting Maryland through the Interstate Central Registry. This system also enhanced transparency and provided management with visibility into case workflows, helping to improve operational efficiency and performance evaluations.

Training:

Over the course of this partnership, the University provided a wide range of training services, including skills development in Microsoft and Adobe products, general and targeted child support training, leadership and stress management courses, and specialized training sessions led by internal and external experts.

The University’s child support training curriculum was developed into logical, progressive learning paths, beginning with introductory courses for new staff and advancing to more specialized content. The curriculum was delivered through iSpring, the Learning Management System (LMS) used for this initiative. This comprehensive training had a lasting impact on both new and existing staff, enhancing their skills and knowledge to better serve the needs of Maryland’s child support program.

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This partnership represents a highly successful and impactful collaboration that has significantly enhanced the efficiency and effectiveness of Maryland’s child support services over more than a decade. By supporting workers in their daily tasks and streamlining their operations through our automated systems, we have directly impacted families across the State of Maryland. The collaboration between the University System and State government has provided substantial value to Maryland taxpayers, ensuring that resources are effectively deployed to support the agency’s mission. Our intergovernmental partnership allowed us to focus on meeting the core needs of the agency and its constituents statewide, prioritizing service over profit-driven motives.