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pdfOCSE O&M and Continuous Improvements
System Framework
User Screen Flow
Version 4.0
June 24, 2021
Administration for Children and Families
Office of Child Support Enforcement
330 C Street, SW, 5th Floor
Washington, DC 20201
This document was prepared for the United States Department of Health and Human Services, Office of Child
Support Enforcement under HHSN316201200034W by Leidos Innovations Corporation. The work was authorized in
compliance with the following specific prime task order:
Delivery Order Number:
C-34668-O
Delivery Order Title:
System Framework
Document Date:
June 24, 2021
Document Number:
C2-211L1.81.01
SM v1.0
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Table of Contents
1.
Registration ........................................................................................................... 1-1
2.
Activation............................................................................................................... 2-1
3.
Login....................................................................................................................... 3-1
4.
Profile Updates ..................................................................................................... 4-1
5.
Credential Management....................................................................................... 5-1
6.
General Pages ....................................................................................................... 6-1
List of Figures and Charts
Figure 1-1: Welcome to Child Support Portal................................................................... 1-1
Figure 1-2: This Portal Page Is For You If ........................................................................ 1-3
Figure 1-3: Child Support Portal User Registration (Step 1) ........................................... 1-4
Figure 1-4: Child Support Portal User Registration (Step 2) ........................................... 1-4
Figure 1-5: Child Support Portal User Registration (Step 3) ........................................... 1-5
Figure 1-6: Child Support Portal User Registration (Step 4) ........................................... 1-6
Figure 1-7: Child Support Portal User Registration (Step 5) ........................................... 1-7
Figure 1-8: Child Support Portal User Registration (Step 6) ........................................... 1-8
Figure 1-9: Child Support Portal User Registration Request Submitted ........................ 1-9
Figure 2-1: This Portal Page Is For You If ........................................................................ 2-1
Figure 2-2: Login Certification ........................................................................................... 2-2
Figure 2-3: User Activation................................................................................................ 2-3
Figure 2-4: Activation Confirmation .................................................................................. 2-4
Figure 3-1: This Portal Page Is For You If ........................................................................ 3-1
Figure 3-2: Login Certification ........................................................................................... 3-2
Figure 3-3: Login ................................................................................................................ 3-3
Figure 3-4: Child Support Portal Home Page................................................................... 3-4
Figure 4-1: Profile Update ................................................................................................. 4-1
Figure 4-2: Profile Update Confirmation ........................................................................... 4-3
Figure 5-1: Login Certification ........................................................................................... 5-1
Figure 5-2: Forgot User ID ................................................................................................ 5-2
Figure 5-3: Credential Management – Forgot User ID Confirmation .............................. 5-3
Figure 5-4: Login – Forgot/Change Password ................................................................. 5-4
Figure 5-5: Forgot/Change Password .............................................................................. 5-5
Figure 5-6: Forgot/Change Password – Challenge Questions ....................................... 5-6
Figure 5-7: Forgot/Change Password – Reset Password ............................................... 5-6
Figure 5-8: Change Password Confirmation .................................................................... 5-7
Figure 6-1: Timeout Warning ............................................................................................ 6-1
Figure 6-2: Session Timed Out ......................................................................................... 6-1
Figure 6-3: System Error ................................................................................................... 6-2
Figure 6-4: Account Locked (Credential Management and Activation Pages) .............. 6-3
Figure 6-5: Frequently Asked Questions .......................................................................... 6-4
Table of Contents
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June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 6-6: Contact Us ...................................................................................................... 6-5
Figure 7-1: Chatbot Icon................................................................................................... 7-1
Figure 7-2: Child Support Portal Virtual Assistance......................................................... 7-1
Figure 7-3: Child Support Portal Virtual Assistance – Account Unlock – User ID ......... 7-2
Figure 7-4: Child Support Portal Virtual Assistance – Account Unlock – Email Address 73
Figure 7-5: Child Support Portal Virtual Assistance – Account Unlock – Get Started ... 7-3
Figure 7-6: Child Support Portal Virtual Assistance – Account Unlock – Challenge
Questions ................................................................................................................ 7-4
Figure 7-7: Child Support Portal Virtual Assistance – Account Unlock – Challenge
Questions 3-4 Correct ............................................................................................ 7-5
Figure 7-8: Child Support Portal Virtual Assistance – Account Unlock – Account is
Unlocked ................................................................................................................. 7-6
Figure 7-9: Child Support Portal Virtual Assistance – Password Reset – User ID ........ 7-7
Figure 7-10: Child Support Portal Virtual Assistance – Password Reset – Email Address
................................................................................................................................. 7-8
Figure 7-11: Child Support Portal Virtual Assistance – Password Reset – Get Started 7-9
Figure 7-12: Child Support Portal Virtual Assistance – Password Reset – Challenge
Questions .............................................................................................................. 7-10
Figure 7-7: Child Support Portal Virtual Assistance – Password Reset – Challenge
Questions 3-4 Correct .......................................................................................... 7-11
Figure 7-14: Child Support Portal Virtual Assistance – Password Reset – User Sent
Email to Reset Password ..................................................................................... 7-12
Chart 1-1: Welcome to Child Support Portal .................................................................... 1-2
Chart 1-2: This Portal Page Is For You If ......................................................................... 1-3
Chart 1-3: Enter User Affiliation ........................................................................................ 1-5
Chart 2-1: Login Certification ............................................................................................ 2-2
Chart 2-2: User Activation ................................................................................................. 2-3
Chart 3-1: Login Certification ............................................................................................ 3-2
Chart 3-2: Login ................................................................................................................. 3-3
Chart 3-3: Child Support Portal Home Page .................................................................... 3-4
Chart 4-1: Account Update................................................................................................ 4-2
Chart 5-1: Login Certification ............................................................................................ 5-1
Chart 5-2: Forgot User ID .................................................................................................. 5-2
Chart 5-3: Login – Forgot/Change Password................................................................... 5-4
Chart 5-4: Login Forgot/Change Password...................................................................... 5-5
Chart 5-5: Forgot/Change Password (Reset Password) ................................................. 5-7
Table of Contents
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OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
1.
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Registration
This document describes the process to submit a request for user registration for access to the
Child Support Portal.
Figure 1-1: Welcome to Child Support Portal
Note: Figure 1-1 shows the header and footer for all CSP screens. The header
may contain additional links (e.g., Logout, Comments, FAQ, Contact Us,
Print, Portal Home, Chatbot). The footer may contain additional links (e.g.,
Office of Child Support Enforcement, Privacy Policy, Accessibility, Help
Desk email address). The footer also contains a small chat icon in the bottom
right hand corner. This icon displays until the user access the portal. It offers
help to the user to reset their password or unlock their account.
We excluded the headers and footers from many of the screen images to
improve the readability of this document.
Part 1: Registration
1-1
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Chart 1-1 describes the functions available from the Welcome to Child Support Portal page,
including in the header and footer.
Chart 1-1: Welcome to Child Support Portal
Link
Description
Portal Home
Indicates this is the Home Page for the Portal
FAQ
Displays the FAQs for security
Contact Us
Displays the Help Desk Contact Page, which lists the contact
phone number and e-mail address for the Portal Administrator and
applications on the Portal
User Affiliations
There are eight affiliations: Employers, Federal Agencies,
Financial Institutions, Insurers, International, OCSE, States, and
Tribes.
The user selects the affiliation they want to register for. A list of
functions for the selected affiliation display.
Office of Child Support
Enforcement
Opens a new web page with details about the Office of Child
Support Enforcement.
Privacy Policy
Displays the Child Support Portal Privacy Policy
Accessibility
Opens a new web page with details on the Administration for
Children and Families’ (ACF) commitment to making its websites
accessible to the widest possible audience, including the disabled
and impaired.
Help Desk
Lists the contact information for the Help Desk
GO
The user clicks GO under the user role they are registering for to
view a list functions for the role selected. All roles navigate to This
Portal Page Is For You If. The registration form is not role-specific
at this point.
Chatbot Icon
An interactive system to help a user change their password or
unlock their account.
Users click one of the user affiliations or Go to navigate to the This Portal Page Is For You If,
Figure 1-2.
The description to the left will list the functions the user may be able to perform, depending on
the affiliation chosen.
Part 1: Registration
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June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 1-2: This Portal Page Is For You If
Chart 1-2 describes the functions available from This Portal Page Is For You If page.
Chart 1-2: This Portal Page Is For You If
Link
Description
This Portal Page Is For You Displays a list of functions available to the user role you selected.
If
New User
Opens the Child Support Portal User Registration page
Log In
Opens the Child Support Portal Log In page.
Helpful Information
Displays links to documents or websites that may be helpful in
using the Portal.
Part 1: Registration
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OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 1-3: Child Support Portal User Registration (Step 1)
Click Enter User Affiliation to select an affiliation from the a list of affiliations. (In this
example, we chose OCSE.)
Depending on the affiliation selected, a new section with sub-groups may appear, requesting
additional information.
Figure 1-4 displays if OCSE is selected.
Figure 1-4: Child Support Portal User Registration (Step 2)
Part 1: Registration
1-4
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Chart 1-3 describes the functions available from the Enter User Affiliation page.
Chart 1-3: Enter User Affiliation
Link
Description
Enter User Affiliation
Opens a list of user affiliations
Enter OCSE Sub-Group
Information
In this OCSE example, select Regional or Technical Support Staff
Selections available for other affiliations, will vary from the example
(See next row.)
Sub-Groups for Other
Affiliations (Information
requested for the other user
types)
•
•
•
•
•
Employer, Insurer, and Financial Institution: FEIN
Federal Agency: Agency name
Tribe: Tribe name
International: Country name
State: State name
After making selections from the affiliation list, the page expands to display a list of functions
under Request Access to Services.
Figure 1-5: Child Support Portal User Registration (Step 3)
Part 1: Registration
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June 24, 2021
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OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
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Click the functions you want to access.
Complete the required fields for personal information and work location. (Required fields have
asterisks.)
Figure 1-6: Child Support Portal User Registration (Step 4)
Complete the Access Code section. For increased security, OCSE requires users to enter an
access code each time they log in. Users have a choice of a Voice option – a phone call, or a Text
option – a text message on your cell phone.
Part 1: Registration
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June 24, 2021
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User Screen Flow
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Complete the required fields for Security Information.
Figure 1-7: Child Support Portal User Registration (Step 5)
Click Submit to submit registration and display Figure 1-8.
Part 1: Registration
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Figure 1-8 displays a summary of information and allows the user to request an access code, and
then confirm information.
Figure 1-8: Child Support Portal User Registration (Step 6)
Click Return to Make Changes if any information needs to be updated.
Click Request to receive a call to enter a PIN.
Part 1: Registration
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User Screen Flow
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As part of two-factor authentication, the system calls or sends text message with an access code
to the media device selected on the Child Support Portal User Registration page, Figure 1-6. The
user must enter the access code to complete the registration process.
Click Confirm to navigate to the User Confirmation to receive verification that the registration is
complete. Figure 1-9 displays.
Figure 1-9: Child Support Portal User Registration Request Submitted
Click Welcome to navigate to the Welcome to the Child Support Portal page.
This concludes this part of the registration. The Help Desk will email the user an access code, so
the user can complete the activation process and log into the Portal.
Part 1: Registration
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2.
User Screen Flow
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Activation
The user Portal again clicks a user affiliation to open the This Page Is For You If page.
Figure 2-1: This Portal Page Is For You If
Click Log In to open the Login Certification page.
Part 2: Activation
2-1
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 2-2 shows the Login Certification page displayed when logging into the system.
Figure 2-2: Login Certification
Click the check box to accept the terms of agreement.
Enter your User ID, and then click Enter.
Click Cancel to return to This Portal Page Is For You If displayed in Figure 2-1.
Chart 2-1 describes the functions available from the Login Certification page.
Chart 2-1: Login Certification
Element
Description
I Accept
Checking the box certifies that the user agrees to the terms of
agreement
Login using User ID
Allows the user to access the Portal by entering a user ID
Forgot User ID?
Opens the Forgot User ID page
Login using PIV card
Allows the user to access the Portal using a PIV card (internal
users only)
Part 2: Activation
2-2
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Chart 2-1: Login Certification
Element
I
(Information Link)
Description
Provides extra information about PIV card access
Click Enter to open the User Activation page.
Figure 2-3 shows the page for completing account activation.
Figure 2-3: User Activation
Chart 2-2 describes the functions available from the User Activation page.
Chart 2-2: User Activation
Element
User ID
Part 2: Activation
Description
Displays a system-generated user ID
2-3
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Chart 2-2: User Activation
Element
Description
Activation Code
Allows the user to enter the activation code received from the
Portal
Password
Allows the user to enter a password
Forgot/Change Password
Opens the Forgot/Change Password page to reset the password
Challenge Questions
Requires the user to answer the questions
Click Submit to open the Activation Confirmation page, Figure 2-4.
Figure 2-4 shows a confirmation that the user’s account is now activated.
Figure 2-4: Activation Confirmation
Click Welcome to open the Welcome to the Child Support Portal page.
Part 2: Activation
2-4
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OCSE O&M and Continuous Improvements
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OMB Contol No.: 0970-0370
3.
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Login
Figure 3-1 shows the page used to initiate logging in by clicking Log In.
Figure 3-1: This Portal Page Is For You If
Part 3: Login
3-1
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 3-2: Login Certification
Chart 3-1 describes the functions available on the Login Certification page.
Chart 3-1: Login Certification
Element
Description
I Accept
Check the box to agree to the terms of the agreement
Log In using User ID
Allows the user to access the Portal using a user ID
Forgot User ID?
Opens the Forgot User ID screen
Login using PIV card
Allows user to access the Portal using a PIV card (internal users)
I
(Information Icon)
Provides extra information concerning PIV card access
Click Enter to open the Login page.
Part 3: Login
3-2
June 24, 2021
OCSE O&M and Continuous Improvements
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OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 3-3 shows the Login page.
Figure 3-3: Login
Chart 3-2 describes the functions available from the Login page.
Chart 3-2: Login
Element
Description
Password
Enter a password
Forgot/Change Password?
Opens the Forgot/Change Password page
Access Code
Enter the access code received via email or text (chosen during
registration)
Enter your password, answer the challenge question, enter an access code received via voice or
text, and then click Login.
Part 3: Login
3-3
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OMB Contol No.: 0970-0370
User Screen Flow
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Figure 3-4 shows the Child Support Portal Home page.
Figure 3-4: Child Support Portal Home Page
Chart 3-3 describes the functions available from the Child Support Portal Home page.
Chart 3-3: Child Support Portal Home Page
Element
Description
Welcome
User can update their account profile
Broadcast Messages
Messages of interest for users of all affiliations on the Portal, such
as availability, maintenance, changes, and the like
Secure Home
Indicates that this is the Portal Home Page
Select Application
Select an application for which you have privileges
Feedback
User can submit feedback.
FAQ
Frequently Asked Questions about the Portal
Contact Us
Displays the Help Desk Contact information
In the Spotlight
Information about new items or events on the Portal
Part 3: Login
3-4
June 24, 2021
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Chart 3-3: Child Support Portal Home Page
Element
Description
Helpful Information
Documents provided for further information
Calendar
Displays events of interest to users
Quick Links
Links provided for reference
Part 3: Login
3-5
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OMB Contol No.: 0970-0370
4.
User Screen Flow
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Expires: xx/xx/xxxx
Profile Updates
Figure 4-1 shows the page displayed when the user selects Profile Update from the left menu on
the Child Support Portal Home page.
Figure 4-1: Profile Update
Part 4: Profile Updates
4-1
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OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
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Chart 4-1 displays the information a user can update.
Chart 4-1: Profile Update
Element
Description
Update Personal Information
and Work Location Section
Displays the user’s personal and location information
Update Security Information
Section
Displays the challenge questions the user selected and the
responses the user provided
User Access Control Section
Displays access code choices of voice or text used for twofactor authentication
Request
Click to request an access code
Update
Click to save and confirm the account update
Reset
Click to reset any unsaved updated information
Cancel
Click to cancel the transaction and open the Welcome to Child
Support Portal page
Inactivate Account
Click to disable the account
Part 4: Profile Updates
4-2
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 4-2 shows the Profile Update Confirmation page displayed when a user updates their
account.
Figure 4-2: Profile Update Confirmation
Click Close to return to the Welcome to Child Support Portal page
Part 4: Profile Updates
4-3
June 24, 2021
OCSE O&M and Continuous Improvements
System Framework
OMB Contol No.: 0970-0370
5.
User Screen Flow
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Expires: xx/xx/xxxx
Credential Management
Figure 5-1 displays the Login Certification page.
Figure 5-1: Login Certification
Chart 5-1 describes the functions that are available from the Login Certification page.
Chart 5-1: Login Certification
Element
Description
I Accept
Click to certify the user agrees with the terms of the agreement
Login using User ID
Allows the user to access the Portal with a user ID
Forgot User ID?
Opens the Forgot User ID screen
Login using PIV card
Allows the user to access the Portal using a PIV card (internal
users only)
i (Information Icon)
Provides extra information about PIV card access
Enter
Click to enter the login information
Cancel
Click to return to the This Portal Page Is For You If page
Click I Agree checkbox to accept the terms of the agreement.
Part 5: Credential Management
5-1
June 24, 2021
OCSE O&M and Continuous Improvements
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OMB Contol No.: 0970-0370
User Screen Flow
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Click Forgot User ID?
Figure 5-2 displays the Forgot User ID page.
Figure 5-2: Forgot User ID
Chart 5-2 describes the functions available from the Forgot User ID page.
Chart 5-2: Forgot User ID
Element
Description
Email Address
Enter an email address to request the user ID
Re-enter Email Address
Re-enter the email address to confirm it
Click Submit to open the Credential Management – Forgot User ID Confirmation page.
Part 5: Credential Management
5-2
June 24, 2021
OCSE O&M and Continuous Improvements
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OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Figure 5-3 displays the confirmation that the system sent the ID to the user’s email account.
Figure 5-3: Credential Management – Forgot User ID Confirmation
Click Welcome to open the Welcome to the Child Support Portal page.
Part 5: Credential Management
5-3
June 24, 2021
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OMB Contol No.: 0970-0370
User Screen Flow
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Figure 5-4: Login – Forgot/Change Password
Chart 5-3 describes the functions available from the Login – Forgot User ID page.
Chart 5-3: Login – Forgot/Change Password
Element
Password
Description
Enter a password
Forgot/Change Password? Opens the Forgot/Change Password page
Access Code
Enter the access code received via email or text (chosen during
registration)
Cancel
Click to navigate to Welcome to the Child Support Portal
Click Login to authenticate the password, challenge question answer, and access code.
Part 5: Credential Management
5-4
June 24, 2021
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User Screen Flow
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Figure 5-5 displays the page to request a password reset.
Figure 5-5: Forgot/Change Password
Chart 5-4 describes the functions available from the Forgot/Change Password page.
Chart 5-4: Login Forgot/Change Password
Element
Description
User ID
Displays a system-generated user ID
Email
Enter email address
Submit
Click request to change password.
Cancel
Click to navigate to Welcome to the Child Support Portal
Enter an email address for access to a password reset page, and then click Submit to open the
Forgot/Change Password – Challenge Questions page.
Part 5: Credential Management
5-5
June 24, 2021
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OMB Contol No.: 0970-0370
User Screen Flow
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Figure 5-6 displays a page for the user to answer challenge questions.
Figure 5-6: Forgot/Change Password – Challenge Questions
Answer the challenge questions, and then click Submit to open the Forgot/Change Password –
Reset Password page.
Error! Reference source not found. shows the reset password page.
Figure 5-7: Forgot/Change Password – Reset Password
Part 5: Credential Management
5-6
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OMB Contol No.: 0970-0370
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Chart 5-5 describes the functions available on the Forgot/Change Password – Reset Password
page.
Chart 5-5: Forgot/Change Password (Reset Password)
Element
Description
Create Password
Allows the user to enter a new password
Confirm Password
Allows the user to confirm the new password
Click Submit to open the Change Password Confirmation page.
Figure 5-8 confirms the password change.
Figure 5-8: Change Password Confirmation
Click Welcome to open the Welcome to the Child Support Portal page.
Part 5: Credential Management
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OMB Contol No.: 0970-0370
6.
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
General Pages
Figure 6-1 displays the timeout warning message.
Figure 6-1: Timeout Warning
Click Continue to refresh the session, close the browser, and return to the previously displayed
page.
Figure 6-2 displays the Session Timed Out message. After receiving this message, the user must
log in again.
Figure 6-2: Session Timed Out
Click Welcome to open the Welcome to Child Support Portal page.
Part 6: General Pages
6-1
June 24, 2021
OCSE O&M and Continuous Improvements
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OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
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Figure 6-3 displays an example of a system error.
Figure 6-3: System Error
Click Home to open the Welcome to the Child Support Portal page.
Part 6: General Pages
6-2
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OMB Contol No.: 0970-0370
User Screen Flow
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Figure 6-4 displays a message that the system locked the account because of the number of
invalid login attempts. The user must contact the Help Desk to unlock.
Figure 6-4: Account Locked (Credential Management and Activation Pages)
Click Welcome to open the Welcome to Child Support Portal page.
Enter your password, answer the challenge question, and enter an access code, and then click
Login.
Part 6: General Pages
6-3
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OMB Contol No.: 0970-0370
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Figure 6-5 displays the FAQ page, displaying the answers to frequently asked questions about
the Portal.
Figure 6-5: Frequently Asked Questions
Part 6: General Pages
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Chart 6-5 describes the functions available from the Frequently Asked Questions page.
Chart 6-5: Frequently Asked Questions
Element
Description
Category List
Click a category, and the system displays the section
Top of Page
Returns to the top of the page
Figure 6-6 displays the Contact Us information for the Portal Help Desk.
Figure 6-6: Contact Us
Figure 6-7 shows the security alert message if the user’s system has an issue with the site
security.
Figure 6-7: Security Alert – User Accepts Certificate
Part 6: General Pages
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User Screen Flow
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Click Yes to open the Welcome to Child Support Portal.
Click No to cancel the current operation.
Click View Certificate to open the certificate information.
Figure 6-8 shows the message a user sees before disabling their account.
Figure 6-8: Disable Account Message
Click OK to disable the user’s account.
Part 6: General Pages
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The Paperwork Reduction Act of 1995(Pub.L. 104-13)
Public reporting burden for this collection of information is estimated to average 0.15 hours, per response, including
the time for reviewing instructions, gathering and maintaining the data needed, and reviewing the collection of
information. An agency may not conduct or sponsor, and a person is not required to respond to, a collection of
information, unless it displays a currently valid OMB control number.
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7.
User Screen Flow
Version 4.0
Expires: xx/xx/xxxx
Chatbot
Chatbot is an interactive chat system that helps the user to reset their password or unlock their
account. When user hovers on the icon in the bottom right hand corner of the footer (before
accessing the portal) the following message in Figure 7-1 displays.
Figure 7-1: Chatbot Icon
Click inside the information box to open the Child Support Virtual Assistance pop-up as
displayed in Figure 7-2.
Figure 7-2: Child Support Portal Virtual Assistance
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Click Unlock My Account to start the process to unlock your portal account.
The user is asked for their Child Support Portal User ID as displayed in Figure 7 -3.
Figure 7-3: Child Support Portal Virtual Assistance – Account Unlock – User ID
The user enters their User ID and clicks enter. The user’s email address associated to the User ID
is requested as displayed in Figure 7-4.
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Figure 7-4: Child Support Portal Virtual Assistance – Account Unlock – Email Address
The user is informed they have been verified. Click Yes, lets get started as displayed in Figure
7-5.
Figure 7-5: Child Support Portal Virtual Assistance – Account Unlock – Get Started
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Version 4.0
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The user answers challenge questions they created at the time of registration as displayed in
Figure 7-6.
Figure 7-6: Child Support Portal Virtual Assistance – Account Unlock – Challenge
Questions
If user correctly answered three or four of the five challenge questions correctly their date of
birth and SSN are requested as shown in Figure 7-7. If less than three answered correctly user
must start over.
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Figure 7-7: Child Support Portal Virtual Assistance – Account Unlock – Challenge
Questions 3-4 Correct
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The user answers all five challenge questions correctly or inputs the correct date of birth and
SSN the account is unlocked and stated as in Figre 7-8. At this time, the use can select ‘Yes’ to
change password also.
Figure 7-8: Child Support Portal Virtual Assistance – Account Unlock – Account is
Unlocked
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User Screen Flow
Version 4.0
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Click Reset My Pasword to start the process to reset your password to your portal account.
The user is asked for their Child Support Portal User ID as displayed in Figure 7-9.
Figure 7-9: Child Support Portal Virtual Assistance – Password Reset – User ID
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The user enters their User ID and clicks enter. The user’s email address associated to the User ID
is requested as displayed in Figure 7-10.
Figure 7-10: Child Support Portal Virtual Assistance – Password Reset – Email Address
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The user is informed they have been verified. Click Yes, lets get started as displayed in Figure
7-11.
Figure 7-11: Child Support Portal Virtual Assistance – Password Reset – Get Started
The user answers challenge questions they created at the time of registration as displayed in
Figure 7-12.
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Figure 7-12: Child Support Portal Virtual Assistance – Password Reset – Challenge
Questions
If user answered three to four of the five challenge questions correctly their date of birth and
SSN are requested as shown in Figure 7-13. If less than three answered correctly user must start
over.
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Figure 7-13: Child Support Portal Virtual Assistance – Password Reset – Challenge
Questions 3-4 Correct
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OMB Contol No.: 0970-0370
User Screen Flow
Version 4.0
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The user answers all five challenge questions correctly or inputs the correct date of birth and
SSN the user informed an email will be sent to reset their password Figre 7 -14 displays.
Figure 7-14: Child Support Portal Virtual Assistance – Password Reset – User Sent Email
to Reset Password
PAPERWORK REDUCTION ACT OF 1995 (Pub. L. 104-13) STATEMENT OF PUBLIC BURDEN: The purpose
of this voluntary information collection is for OCSE to register and authenticate authorized users to access
applications on OCSE’s Child Support Portal. Public reporting estimated burden for this collection of information is
0.15 hours per respondent, including the time for reviewing instructions, gathering and maintaining the data needed,
and reviewing the collection of information. As provided by 42 U.S.C. § 653(m)(2), any confidential information
collected for this program is accessed only by authorized users. A federal agency may not conduct or sponsor an
information collection without a valid OMB Control Number. No individual or entity is required to respond to, nor
shall an individual or entity be subject to a penalty for failure to comply with a collection of information subject to
the requirements of the Paperwork Reduction Act of 1995, without a current valid OMB Control Number. If you
have any comments on this collection of information, please contact OCSEFedSystems@acf.hhs.gov
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| File Type | application/pdf |
| File Modified | 2021-07-01 |
| File Created | 2021-07-01 |