Virginia Department of Health Improves Low Answer Rates

Government public services rely on efficient outreach capabilities to protect and maintain the well-being of consumers, especially during times of crisis.

At the height of the COVID-19 pandemic, the Virginia Department of Health (VDH) had to reach approximately 4,000 case-patients and close contacts via calls daily. But Virginians weren’t answering these important investigation calls at a high enough rate. After implementing TruContact™ Branded Call Display (BCD), the VDH saw an almost immediate answer rate lift of 105%.

Watch the video to hear directly from VDH Senior Epidemiologist Seth Levine on the direct impact BCD had on its call answer rates.

“The phone is a vital communications channel to convey information to the public about health and safety,” explains Seth Levine, Senior Epidemiologist at the VDH, who co-leads their COVID-19 contact tracing efforts. “There’s a robocalling, call spoofing and scam epidemic within the global pandemic. If we can’t reach citizens, we can’t achieve our mission.”