AI Streamlines Child Support Case Management in Texas

AI-powered search revolutionizes child support case management in Texas: The Texas Office of the Attorney General (OAG) has developed an innovative AI-driven search tool to streamline research processes for child support field case workers, significantly reducing time spent on policy and legal research.

The challenge and solution: Child support field case workers faced a major pain point in time-consuming research, prompting the OAG to develop a single knowledge base and robust AI search tool for the Child Support Division.

• The project aimed to create a search engine that would return accurate answers or a clear “no answer” response.
• Built on the Microsoft Azure Cosmos DB platform, the system incorporates nonconfidential documents and data within a secure “ring fence solution.”
• The process included creating a comprehensive glossary of acronyms, enabling saved searches and citations, and ensuring mobile-friendly access.

Key features and safeguards: The AI-powered search tool prioritizes data security and accuracy while leveraging advanced technologies to enhance efficiency.

• The OAG maintains full ownership and control of all data, preventing unauthorized access or manipulation.
• The system uses retrieval augmented generation (RAG) for ease of implementation, with source data remaining securely within OAG systems.
• Azure logging services are employed for system monitoring and management.
• The tool is designed to prevent “hallucination” or incorrect responses, even when faced with repetitive or nonsensical queries.

Initial results and potential impact: Early adoption of the search tool has demonstrated significant time savings and productivity improvements for child support case workers.

• Approximately 40 employees have reported saving about one hour per week using the new search tool.
• With over 2,200 employees in the Child Support Division, the potential time savings could translate to thousands of hours annually.
• The tool allows case workers to dedicate more time to direct casework and serving Texas constituents.

Scale and complexity of child support operations: The AI-powered search tool addresses the challenges posed by the vast scope of child support cases in Texas.

• The child support system manages nearly 15 million members and 1.5 million active cases at any given time.
• Annual payment distributions exceed $4.5 billion.
• Cases can span from birth to 18 years and beyond, with some lasting over 40 years due to ongoing obligations.

Considerations for implementing augmented search: The OAG team shared key factors to consider when developing similar AI-powered search solutions.

• Identify necessary documentation and ensure quality control.
• Define and model data appropriately.
• Establish clear data policies.
• Utilize analytics to understand system usage.
• Determine the frequency of documentation updates.

Broader implications and future potential: The success of this AI-powered search tool opens up new possibilities for innovation and efficiency in government operations.

• The project serves as a catalyst for imagining further applications of AI and data-driven solutions.
• It highlights the critical importance of data quality, including tagging, classification, cleansing, and accuracy in modernization efforts.
• The tool’s success demonstrates the potential for replication in other agencies, showcasing the “art of the possible” in government technology innovation.