Services Contract: A Customer Profile - ACS
In April 2000, the State of Texas Office of the
Attorney General - Child Support Division selected ACS and MMC Group
L. P. (MMC) to perform the statewide collection and disbursement
of IV-D and Non IV-D child support payments. The Texas Child Support
Disbursement Unit (SDU) is operated in San Antonio, Texas and is
located in facilities on the former Kelly Air Force Base. MMC, a
certified Historically Underutilized Business (HUB) vendor as a
subcontractor to ACS began the outsourcing services in June of 2000.
The MMC initial scope of work was to provide professional staffing
for Data Entry, Customer Service (Call Center) and Exceptions Payment
Processing. In these capacities, we have also provided Human Resource
supervision and management. As ACS has continued to monitor and
assess the work performance of the MMC organization, our outstanding
performance has netted MMC with increased responsibilities. ACS
has now awarded MMC additional business responsibilities in the
areas of Operations Management, Reconciliation, Scan Room and Administration.
The key success factor is - People. Having the
"Right People" with the "Right Attitude", at
the "Right Price". The resource utilization processes
used by MMC have proven to be of great value to ACS. MMC focuses
significant effort on the selection of the right people for the
job and effectively training and coaching their daily performance.
The MMC and the ACS organizations function as a
single team. The MMC Human Resource Manager supports all employees
and assists in HR management for the entire unit. MMC turnover ratio
has stayed below 12% annually, well below the industry national
average. This very successful contract integration process has led
ACS to assign more and more responsibility to MMC. The ACS project
management team has determined that MMC has the resources and skills
needed to assume more responsibility for the contract deliverables
and more importantly, at a lower cost than if done internally by
ACS staff. Today, MMC is providing the operational staff, team leaders
and supervisors for six departments within the operation. As staffing
needs continue to change, because of the outstanding performance
of the MMC organization, MMC will continue to accept greater responsibility
for the deliverables.
John Polk, ACS project director:
"We have enjoyed a fine, cooperative relationship with MMC
and have improved the overall quality of our service delivery to
our customers as a result of their personnel selections and human
Currently MMC staffs 80 employees out of the total
staff of 130. As the contract deliverables continue to be rolled
out, current projections for MMC responsibilities include staffing
at 160 within 12 months.
ACS and MMC have developed a partnership that provides
unmatched experience and a winning solution for the Texas Office
of Attorney General - Child Support Division.