Protecting Medicaid 5. The Office of the Attorney General is charged with the responsibility of collecting court-ordered child support in Texas. Increasing the amount of child support collected has been a top priority for me. This amount set an all-time record in Texas. In fact, over the past two years, collections have increased 36 percent.
Customer service is also a priority.
The greatest improvement has been in the area of telephone accessibility. When I assumed office in January 1999, the Child Support Division operated a single statewide customer service call center. In addition to calls made directly to the call center, calls to local child support offices were automatically routed to the call center, creating a tremendous backlog. The division received about 1.3 million calls in a month. Approximately 500,000 received information from the automated voice system, while 800,000 wanted to speak with a customer service representative.