Every day, millions of people are unable to access the critical government services they need because of the complexity of program enrollment and government agency bureaucracy. Recognizing our responsibility to provide fair and just service to all, the Biden Administration's 2024 budget proposal allocates more than $500 million to support customer experience (CX) efforts across agencies. Ta.
A recent survey aimed to identify the challenges voters face when enrolling in government benefit programs. The survey found that respondents often perceived the online application process to be complex and confusing, and that many people struggle to understand the intricacies of the process and make mistakes that lead to processing delays. It became clear. Additionally, concerns were raised about remote identification, with some participants expressing concerns about the security of these methods and others experiencing difficulty providing the required documentation. Finally, many respondents lacked awareness about the government benefits available to them, were unaware of their eligibility or unsure about the application process, and needed better information distribution and accessibility. It emphasizes the need.
A new report produced by Scoop News Group for TransUnion, “Rethinking the government's approach to CX” He emphasized the importance of harmonizing omnichannel experiences, as residents frequently switch between different channels when interacting with government services.
One way to simplify registration is to provide a seamless experience across channels. Adding context to your phone's display during callbacks can help build trust and encourage voters to answer the phone. This is exemplified by the Virginia Department of Health's branded call display, which increased response rates by 105% during the pandemic.
This report explains that to strengthen government CX and make services more accessible and less prone to fraud, agencies must:
- Adopt anti-fraud solutions: Use authoritative ID signals to assess risk and extend a safer and easier digital experience to legitimate voters.
- Leverage additional data signals: Link identity to devices and recognize context and behavior to differentiate between digital interactions and risky ones.
- Secure your phone channel: Use phone and device data and additional trust signals to quickly identify unknown callers and discover potential red flags.
- Restore trust and increase engagement: Show additional context, block fraudulent calls, and assure voters that their calls have been verified to increase call response rates and increase voter interest in benefits. Access is protected.
By implementing these strategies and creating a unified, consistent omnichannel experience, government agencies can foster trust, ensure efficient operations, and provide fair access to critical services for all stakeholders. can be provided.
Read the report to learn more.
This article was produced by Scoop News Group for FedScoop and StateScoop and sponsored by TransUnion.
