The Missouri Department of Social Services partnered with Conduent to launch a new self-service child support portal, addressing challenges with limited access, outdated processes, and poor customer experience. Built using an Agile-Hybrid approach on Missouri’s ServiceNow platform, the portal streamlined processes by removing dual data entry, enabled fast online document viewing, and added new digital contact points between clients and staff. Deployed in May 2024, it delivered secure 24/7 access, reduced monthly call volume by 11 percent—over 2,500 calls—and allowed staff to be reassigned to other priorities, improving efficiency and client satisfaction statewide.

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