Auditor's report slams Hawaii's child support system

Hawaii's Child Support Enforcement Agency has failed to use the information provided by the automated child support enforcement system known as Keiki, according to a consulting firm hired by the state auditor.

'The agency has not developed a strategic plan and workflow planning, and control information is not used properly,' wrote the consultants from Experio Solutions Corp. of Dallas.

The child support agency should launch a training program, buy a new tape backup system to decrease Keiki's downtime, replace its voice-response system and implement a decision-support system, among other reforms, the consultants said.

The child support agency concurred with many of the recommendations but took issue with some criticisms of its customer service performance. Keiki, which distributes child support payments, has had a troubled history since its establishment to comply with the 1988 Family Support Act. The consultants stood by their evaluation of the customer service performance statistics.

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