The Department of Public Social Services’ (DPSS) Bureau of Contract and Technical Services (BCTS) is comprised of the Information Technology Division (ITD), Eligibility Systems (ESD), LEADER Replacement System (LRS) Divisions, and the Information Technology Security Office (ITSO).  These divisions work together to provide comprehensive and integrated Information Technology (IT) and security services as well as oversight to over 13,000 Department personnel, who carry out the daily DPSS mission to “Enrich lives through effective and caring service.”

Work Locations
BCTS employees work and reside in all 32+ DPSS district office or support locations, and occupy more centralized work locations at the following addresses:

  • 14714 Carmenita Road, Norwalk, CA  90650
  • 9320 Telstar Avenue , El Monte, CA  91731
  • 12860 Crossroads Pkwy South, City of Industry, CA  91746

About Our Work
We are steadfast in our commitment to provide the Department with the most innovative IT solutions and the highest quality IT services, supported by strategic leadership and complete executive level support to achieve service delivery excellence in an ever-changing work environment.  BCTS personnel support one of the world’s largest human services delivery systems, known as Los Angeles Eligibility Automated Determination Evaluation and Reporting (LEADER).  The LEADER system, which has been operating since 2001, is comprised of over 850 PowerBuilder screens, 9 million lines of code, and 6 terabytes of data.  It processes an average of over 8 million transactions per day which supports over 16,000 users across nine County departments.  The LEADER system processes approximately $3 billion annually in public assistance payments and benefits, and supports case management to over 2.2 million participants in CalWORKs, Food Stamps, General Relief, Cash Assistance Program for Immigrants (CAPI), Medi-Cal, and other associated public assistance programs.  BCTS personnel also support other large scale systems for employment related services, known as GAIN Employment Activity Reporting System (GEARS) and General Relief Opportunities to Work (GROW).

In addition to the critical systems referenced above, BCTS also supports the crucial network and telecommunications infrastructure and custom applications that support the Department’s day-to-day operations.  This includes support for an enterprise e-mail platform, an employee Intranet portal, numerous public-facing websites, and the Department’s public services portal.  This also consists of over 40 Oracle-based custom developed applications, as well as a comprehensive Oracle/Cognos Business Intelligence (BI) platform for organizational performance measurement and monitoring, complete with full-scale data warehousing drill-down capabilities.  Additionally, BCTS personnel support a sophisticated Customer Service Center (CSC) implementation that utilizes several integrated Voice over IP (VoIP) technologies to interact with and provide case management services to the public through live representatives, as well as employ virtual self-service features (i.e. Interactive Voice Response (IVR)).  The Department of Public Social Services understands the criticality of protecting the confidentiality of our participants’ personal and private information and sensitive case data. Therefore, the Department established an Information Technology Security Office (ITSO) to provide information security oversight, assist with regulatory compliance, and establish policy, procedures, and standards.  

Major BCTS Projects and Initiatives include:

  • Customer Service Center Voice over IP (VoIP) Enhancement and Expansion, (i.e. IVR, Outbound Dialing and Web enablement)
  • LEADER Replacement System (LRS) Development and Implementation
  • DPSS Systematic Measurement and Accountability Review Tool (DPSSMART) Business Intelligence Enhancement and Expansion
  • LEADER Web enablement, On-line Application Processing and Integration with LACountyHelps and other existing Service Portals
  • Fraud Prevention and Detection Data Mining Solution Development and Implementation for the Child Care Program
  • Enterprise Application Architecture Development and Implementation
  • Enterprise Document Imaging and Full Electronic Case File Enablement
  • Automated LEADER Language Support for up to 13 languages
  • Permanent Housing Assistance Services (PHASE) Application Enhancements and Expansion
  • Citrix Secure Remote Access Roll-out and Expansion
  • Enterprise Service Request System (SRS) enhancement and deployment to track all administrative service requests across the Department
  • Microsoft Exchange - Lotus Notes Email and Oracle APEX – Lotus Notes Applications Migration Project
  • Enterprise Information Security Awareness
  • Broadband wireless communications expansion


BCTS services are key drivers to the successful and effective delivery of federal, state, and local programs to millions of participants throughout Los Angeles County, helping to alleviate hardships while promoting health, personal responsibility, and economic independence.   Some of the tools we support and use are listed below:

Our Tools
Software/Platforms:                                          Languages:                                Hardware/Equipment:      

  • MS Office Suite (2003/2007)
  • MS Windows XP
  • MS Access
  • MS Visio
  • MS Sharepoint
  • MS Project
  • Cognos Report Studio, Cognos Query Studio Cognos Analysis Studio


  • Oracle 12 RDBMS
  • Oracle Discoverer
  • Oracle APEX
  • Toad
  • Adobe Acrobat
  • McAfee Anti-virus
  • Java / Java Script
  • SQL
  • PL/SQL
  • ColdFusion
  • ASP.Net
  • HTML
  • AJAX
  • ADABAS  Natural / Supernatural
  • Unisys MAPPER
  • PowerBuilder
  • Desktops/PCs
  • Laptops
  • Network and personal printers
  • Multi-Function Devices (All-in-ones:  Fax, Scan, Copy, Print)
  • Projectors
  • Blackberries
  • Scanners
  • VoIP Phones
  • Firewalls and VPN /Appliances


  • Wireless broadband equipment
  • Encrypted storage
  • Network Attached Storage (NAS)
  • Storage Area Networks (SANs)
  • Cisco Routers / Switches