The Office of the Utah State Auditor (the Office) today released a limited review examining the information systems and data management processes of the Office of Recovery Services (ORS), a division within the Utah Department of Health and Human Services. The review, prompted by criticisms from custodial parents that ORS does not make sufficient efforts to accurately report and collect child support, was heard by the legislative committee in November 2024. The audit, conducted under the authority of Utah Code §67-3-1(4)(a), identified systemic issues, specifically concerning data integrity and the architecture of the ORS Information System (ORSIS). These issues impact ORS’ ability to effectively serve the families and children who depend on the support it administers.
Utah State Auditor Tina M. Cannon has been invited to present the report’s findings to the Social Services Appropriations Subcommittee on Tuesday, June 17 at 9:10 am in room 30 of the House Building at the State Capitol Complex.
State Auditor Tina M. Cannon commented, “Our review identified serious issues at the core of how the Office of Recovery Services (ORS) manages and reports information. The current ORS database is designed for real-time transactions, but it lacks the analytical capability to track historic trends or generate reliable performance metrics. Because it cannot consistently reproduce past reports, the database results in inaccurate statistics and financial data reported to the federal Office of Child Support Services (OCSE-157). For the families who depend on ORS, the integrity of the underlying data systems is critical. These structural database weaknesses must be addressed for ORS to fulfill its mission and effectively serve Utah families.”
Key findings from the review include:
- Outdated database design and poor data governance are detrimental to the accuracy and auditability of key reports and transactions in the ORSIS system.
- Substantial public funds have been invested in modernizing ORSIS without first addressing well-known issues, raising concerns about the long-term effectiveness and sustainability of those efforts.
- A lack of internal understanding and ownership of the system’s codebase impedes both troubleshooting and modernization initiatives, leaving ORS vulnerable to further inefficiencies and risks.
The review, while limited in scope and not focused on individual child support cases, revealed areas of outdated technology systems and inadequate improper database design, impacting ORS’ ability to serve the public efficiently and effectively.
“People who depend on ORS services deserve timely and accurate information,” Auditor Cannon added. “While the agency has done well helping to ensure some parents are complying with their financial responsibility to provide for their children, there are serious internal system issues that need attention. These findings offer immediate improvement recommendations to benefit both ORS and the Utah families it serves. The Office of the Utah State Auditor encourages ORS and its oversight bodies to take meaningful action based on the recommendation findings,” stated Auditor Cannon.
The review methodology included an in-depth examination of metadata, database architecture, system policies, and interviews with employees across ORS, the Department of Government Operations’ Division of Technology Services (DTS), and the vendor responsible for ORSIS support. The Office also reviewed federal guidance, vendor contracts, and selected reports for accuracy and completeness. The full report can be found here and below.
