Date of Award
Spring 3-3-2018
Degree Type
Thesis
Degree Name
Master of Public Administration (MPA)
Abstract
In July 2017, the County of San Mateo Department of Child Support Services (DCSS) implemented a Spanish Caseload as a means of addressing the evolving and diverse needs of its customers. The Spanish Caseload was divided among three Spanish-speaking Child Support Analysts (CSA) with the objective to increase customer satisfaction and increase reliability of child support payments. A review of relevant literature articles that align with the study discussed the impact of language access and customer satisfaction, customer satisfaction and willingness to pay, and lastly language access in the public sector. Data was collected from DCSS staff, customer surveys and data from Case Management Tool (CMT) to compare DCSS pre- and post-implementation of the Spanish Caseload. The results of this study may provide information on whether the Spanish Caseload implemented was effective in increasing customer satisfaction and increasing reliability of payments.
Recommended Citation
Dueñas, Mariana, "The Impact of Spanish Caseload on Customer Satisfaction and Reliability of Payments" (2018). EMPA Capstones. 94.
https://digitalcommons.law.ggu.edu/capstones/94