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Riverside County Department of Child Support Services (RivCoDCSS) takes on a challenge this episode by aiming for transparency within the department. This episode provides feedback we receive directly from the customers that we serve. We take on the challenge by responding to these comments in hopes of shedding light on the customer experience we strive for (1:00). The department is aware that a negative experience may be inevitable, however, one bad experience will not represent the entire department. The department looks at the negative comments as room for improvement to provide the customer experience we strive for. Comments regarding case manager performance were made by customers who are not content with service. Case managers are responsible for cases daily but must be careful about providing any form of legal advice (7:20). Our department is responsible for providing information for customers as well as the options they may have. A customer is welcome to step in and engage in the case that way a partnership is established between the customer and their case manager. Another concern mentioned is a customer not being informed of a pending court date. A suggestion mentioned is to ask the case manager what information may be missing in a case so that our case manager can provide the information desired (16:05). A positive comment received states that the department and their Attorneys are organized, efficient, caring, and understanding. This is important to our department because these are our values as we strive to provide the best customer service. All feedback is welcome and highly encouraged, no comments go unnoticed.