Citizen Engagement Blog

Governing Institute’s new study “Citizen Engagement Modernization in the State Contact Center” examines how the modernization of contact centers can both improve citizen engagement and address operational needs. In Part 1 of this post series, we examined how research results identified methods to improve the citizen experience. Now in Part 2, we discuss how research results identify backend modernization needs  that address outdated technology, inefficient processes, and staffing and operational burdens to improve state worker productivity.

New research by the esteemed Governing Institute validates that state governments realize the impact outdated technology and inefficient processes have on citizen engagement and operational burdens. In this post, we examine the research findings that answer how modernizing contact centers can improve citizen engagement. Watch the early findings video, read more, and get the Governing Institute infographic.

Now, more than ever, health and human services agencies face a variety of challenges in your efforts to protect and enhance the health and well-being of your constituents. You are under pressure to balance resources and demands while executing your services effectively and efficiently.  

A recent Governing Institute study on Citizen Engagement investigated where state agencies stand on contact center modernization to support their citizen engagement efforts.  HHS leaders were strongly represented in the survey results.  Let's take a look at how they're doing... 

State modernization initiatives address critical efforts to improve systems, processes and service delivery. Included in the mix is the impact these initiatives have on citizen engagement.

But to what extent is citizen engagement a key focus for state agencies as they address their modernization efforts?  The Governing Institute has released early findings, in coordination with research survey sponsor Contact Solutions (a Verint company,) and answers that question.

To achieve the state of the art in contact centers, government organizations must look beyond the traditional model: reliance on the phone and live agents; on-premises infrastructure; distributed, siloed applications, data sources and security; and cumbersome manual processes.

Security should be a concern for all government organizations.  People’s rights to privacy, as well as growing threats in the cybercrime realm, have heightened our awareness and need for protection. Technology is only getting better, and with it too, are those looking to capitalize on the hard work of others through information theft from citizen engagement systems.

Consider that if your IVR solution – whether on-premise or a hosted platform – suffers a breach, your company could suffer not only negative publicity and damage to your brand and company reputation, but also:

These are the calls that no one wants to make:

• That first call to establish eligibility for unemployment insurance (UI).
• The call to file an initial claim for UI benefits.
• And all the follow-up calls to maintain eligibility, schedule required appointments with the local program office or resolve issues.

It’s bad enough to be jobless through no fault of your own. Insult is added to injury if the customer support system for the UI program requires waiting on hold for a representative, standing in a long line at the local office, or accessing a website that doesn’t provide interactive, live support.

Except for teens hoping to pass their driving test, few people are thrilled to be interacting with the Department of Motor Vehicles. Or, for that matter, state and local government parking divisions.

Renewing your driver’s license or registration, changing your address, transferring title to the purchaser of your used car or paying a parking fine – these interactions have always been considered necessary evils that typically involve long waits.

People who take part in State and Local Government Programs are prime targets for fraudsters waiting anxiously to grab-n-go their valuable information and funds. Crooks from around the world use a range of tactics to acquire personal information so they can take over a constituent’s account to steal benefits or payments.

At Contact Solutions, we’ve seen how clever fraudsters have tried to be in the interactive voice response (IVR) , a gateway used by many government programs to provide automated self-service and a path to live agent support. Without proper protocols in place identities, data, and funds disappear in the blink of an eye.

Healthcare is a touchy subject. Throw in program management complexities government healthcare participants don’t see and your program will develop chronic aches and pains at the 10-point level.

For example, the well-publicized, glitch-filled Affordable Care Act enrollment launch last year shined a spotlight on citizen frustration with government health insurance programs. The Healthcare.gov website has since been fixed, but the fallout has been slower to dissipate. State and local health programs, particularly Medicaid, the Children’s Health Insurance Program (CHIP) and the health insurance exchanges (HIX) are under greater scrutiny than ever.