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Legislative panel backs audits' recommendations for ORS computer modernization and asks for plans and an ombudsman cost study
Summary
A state auditor reviewed the Office of Recovery Services' ORSIS system and found legacy database flaws, weak analytics, and overreliance on external vendors; the committee approved recommendations requiring ORS to report progress and directed a study of an ombudsman position and to withhold state IT funds until a satisfactory plan is provided.
The Social Services Appropriations Subcommittee reviewed a limited audit of the Utah Office of Recovery Services'case-management system (ORSIS) and approved staff recommendations asking ORS to report progress on modernization, add analytics features with federal approvals if required, and provide a cost estimate for an ombudsman position.
Kevin (staff) summarized the auditor's limited review: ORSIS is an aging database with limited analytic and reporting capabilities, insufficient internal technical expertise, and a modernization approach that has emphasized interface and cloud migration without resolving core database and coding flaws. The audit reported more than $28 million spent to date on the modernization contract (with Deloitte), with a projected total cost of about $58 million by 2031 and warned that the vendor-driven work risked perpetuating legacy problems. The auditors recommended a database redesign focused on analytics, formal documentation and code ownership by ORS, creation of an integrated data-governance team, stronger data-validation protocols, and hiring and retaining qualified developers.
ORS staff agreed with the auditors'recommendations but differed over which division should hire new technical staff (ORS or the Department of Technology Services). Committee staff recommended ORS report to the Social Services Appropriations Subcommittee on progress implementing the audit recommendations prior to the start of the 2026 general session (by Jan. 13, 2026), and to report by Jan. 13, 2026 on progress in adding analytics features to ORSIS and any federal Office of Child Support Services (OCSS) approvals that would be required. Staff also recommended a separate report estimating costs and staffing to establish an ombudsman within ORS to look for systemic problems and help customers.
The committee approved a motion to adopt the staff recommendations with one change: state IT funds would be withheld until the department submits a sufficient implementation plan. Committee members said the intent was not to cut support for operations midyear but to require a plan before base funding is placed in the fiscal package; the department supported reporting but noted withholding funds was not necessary in its view.
Why it matters: ORS handles child support, collections and related functions for many Utah families; the audit found modernization spending without full remediation of legacy problems. Committee-approved follow-ups aim to increase ORS internal ownership of code and data, add analytics and performance reporting, and examine an ombudsman role to improve customer service and identify systemic issues.
