Nebraska Children and Family Services director Thomas Pristow told lawmakers Tuesday that officials are working to reduce the costs and phone wait-times.
Officials predicted a cost savings when the system was launched in 2008, but Pristow says those estimates were too optimistic.
Pristow says wait-times and employee workloads at the call centers have been dropping. He says a decision to switch from a toll-free number to a local phone number for Lincoln residents is saving about $1,000 a day.
Sen. John Harms of Scottsbluff says he’s still hearing complaints about the system from constituents, some of whom don’t have computers or telephone access.