The Personal Responsibility and Work Opportunity Reconciliation Act (PRWORA) of 1996 (PL 104-193), commonly known as welfare reform, mandated that the state of Illinois establish a State Disbursement Unit (SDU) by October 1, 1999. Legislation creating the SDU, SB 1063, became effective on July 20, 1999 (PA 91-212). This new law changed the way most child support payments are processed and disbursed in Illinois. On January 5, 2000, legislation modifying the SDU was passed, HB 2773 (PA 91-677), requiring all child support income withholding orders be sent to the SDU.

In order to qualify for federal child support funds, each state must have a centralized unit to receive and distribute child support payments. Child support payments for both IV-D cases (current and former cash or medical assistance cases, as well as others who have requested child support services) and non-IV-D cases (those whose child support is handled privately, generally through private attorneys) are processed through this central unit.

Illinois opened its first SDU in October 1999, as required by the federal government. It was operated by the DuPage County Clerk of the Circuit Court. On July 1, 2000, HFS took over operation of the SDU, with the contractual assistance of the DuPage County government, Deloitte and Touche, IBM and other consultants. While the operation of the SDU was stabilized, and checks were issued promptly and accurately, more physical space and new and improved technology were needed.

In the 2001 Spring session, the Illinois General Assembly enacted Public Act 92-0044 (Senate Bill 163), requiring HFS to competitively procure a vendor to operate the SDU. On March 29, 2002, HFS released the Request for Proposals (RFP) for the SDU.

The RFP established that the vendor must:

• Take responsibility for the full range of services - banking, customer service, payment receipt and disbursement, researching and resolving difficult-to-identify payments.
   
• Adopt the currently-used SDU software.
   
• Maintain the Carol Stream Post Office Box address.
   
• Add an Automated Voice Response (AVR) system for customer service.
   
• Provide a detailed transition plan, emphasizing risk reduction.

Four proposals were received in response to the RFP, from ACS State and Local Solutions, Bank One, IBM and Maximus. The award to the selected vendor, ACS State and Local Solutions, was announced on December 17, 2002, and the contract was signed in February 2003. The three-year contract may be extended to six years if the company meets performance goals, although the total cost may not exceed $110 million. The new SDU will become operational on June 30, 2003.

ACS State and Local Solutions

In the operation of the Illinois SDU, ACS State and Local Solutions has joined with Tier Technologies, PRWT Services, Inc., LaSalle Bank and Levi, Ray, and Shoup, Inc. Together, ACS and Tier Technologies, responsible for customer service and disbursement operations, manage twenty SDUs. PRTW is teamed with ACS in eight SDU operations, where the company is responsible for mail-opening duties. LaSalle Bank is a recognized financial institution in the Illinois public funds community. Levi, Ray, and Shoup is a recognized leader in IBM-related system environments.

ACS offers HFS a management approach that has several components:

• Uninterrupted service during the transition.
   
• A close, collaborative working relationship.
   
• Subject matter expert support.
   
• State and local government focus.

ACS combines public sector child support expertise with best practices in industry transaction processing and is the leading provider of child support payment processing services in the nation. In 2001, ACS processed more than 60 million child support payments, totaling more than $8.6 billion - 45% of the child support paid nationally.

New SDU Overview

The new SDU is located in Carol Stream, Illinois.
It began operating in June 2003.

Hours of operation for the payment processing facility:
1:30 a.m. to 6 p.m., Monday through Friday
1:30 a.m. to 3 p.m., Saturday

Four mail pickups are performed daily, Monday through Saturday.

The new SDU offers expanded customer service options, including an Automated Voice Response (AVR) toll-free line. Although the number remains the same, customers may access information about their accounts 24 hours a day, 7 days a week. Callers can review Frequently Asked Questions and request forms automatically. Through the use of unique identifying information, callers are also able to retrieve the payment history for their account.

Customer Service representatives are available to provide additional assistance:

8 a.m. to 8 p.m., Monday through Thursday
8 a.m. to 5 p.m., Friday
9 a.m. to Noon, Saturday

The telephone number for the Customer Service AVR line is 1-877- 225-7077.

Location:

Carol Stream, IL

Processing Hours:

1:30 a.m. - 6 p.m., Monday - Friday
1:30 a.m. - 3 p.m., Saturday

Post Office Box

Inbound Payments:
P.O. Box 5400
Carol Stream, IL 60197-5400

Return Forms to:

P.O. Box 5921
Carol Stream, IL 60197-5921

Call Center Location:

Carol Stream, IL
Staffing Hours:
8 a.m. - 8 p.m., Monday - Thursday
8 a.m. - 5 p.m., Friday
9 a.m. - Noon, Saturday

Employers Contact Telephone:

1-877- 225-7077

Automated Voice Response (AVR) System

Hours of Operation:
24 hours a day; 7 days per week
AVR Telephone Number:
1-877- 225-7077

Options Available:

• Retrieve recent payment information.
• Retrieve disbursement information.
• Change your address.
• Request to have forms faxed to you.
• Find out how to make a payment.
• Access answers to frequently asked questions.
• Get general information.

Security information needed:

• Social Security number.
• Personal Identification Number (PIN).

Note: Call the Customer Service Call Center at 1-800-447-4278, if you need help.

Interactive Web site for the Illinois SDU