StateScoop Special Report: Enhancing State Agency Services and Constituent Trust

Agencies struggling to increase benefit utilization confront a harsh reality: The complexity of navigating their programs often results in underserving the very people who most need access. At the same time, state agencies’ push to expand access through more and better online experiences expose their programs to sophisticated, identity-based fraud.

The good news is agencies don’t have to sacrifice customer experience for security — they can have both. Leveraging robust consumer information and insights, state agencies can simplify experiences for legitimate customers and modernize systems to help detect and mitigate fraud. Authoritative consumer data solutions, like those offered by TransUnion^®, link identities, devices and financial characteristics, allowing agencies to improve their online and call center constituent experiences (CX) while simultaneously deterring fraud.

Recommendations explored include:

• Streamline enrollment process
• Enhance caller authentication
• Educate and inform constituents
• Leverage robust data solutions

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