Enhancing government services while combating fraud

Individuals across the nation say they still struggle to find and access necessary state and local government services due to digital navigation challenges and complicated procedures. While public agencies are trying to improve their online services, many face another challenge: increased fraud risks due to the anonymity of digital platforms.

Pressure to address those challenges is likely to increase, according to recent research by TransUnion. A growing number of Americans are experiencing financial difficulties due to inflation, stagnant wages, rising interest rates and growing debt. These issues lead more people to rely on government benefits programs, yet significant barriers still hinder enrollment, such as complex application processes, identity verification issues and lack of awareness.

Additionally, there is a growing distrust of phone communications due to robocalls, spam and spoofing, affecting people’s willingness to engage with government agencies. Synthetic identity fraud, where a combination of personal information is used to create fake identities, is also on the rise, further complicating the situation.

However, comprehensive consumer data solutions can help agencies, according to a new report produced by Scoop News Group for TransUnion, “Enhancing state agency services and constituent trust.”  The report highlights how these consumer data solutions can enhance online and call center experiences for constituents while deterring fraud. By linking identities, devices and financial characteristics, these solutions facilitate effective identity verification and device-proofing, improving the overall constituent experience across multiple channels.

For example, TransUnion’s TruValidate Inbound Authentication and TruContact Trusted Call solutions address these issues by providing tools for authenticating inbound and outbound calls. These technologies enhance security and help establish trust with constituents by displaying the agency’s phone number, logo and call purpose. After the largest federal healthcare provider used TransUnion’s technology to improve communication about housing benefits and other services, for instance, it improved call answer rates by 20%. It also reduced the number of calls that had to be handled.

The report also explains that to improve constituent experiences and program enrollment efficiency, state agency leaders should consider the following:

• Simplify enrollment processes to reduce barriers.
• Implement advanced caller authentication technologies.
• Increase awareness about available programs through various channels.
• Utilize robust data solutions to enhance customer experiences and fraud prevention.

By adopting these recommendations, state agencies can ensure their services are accessible, reliable and equitable for all constituents.

Read the report to learn more.

This article was produced by Scoop News Group for StateScoop, and sponsored by TransUnion.