Improving Constituent Engagement
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Transcript of Improving Constituent Engagement
© 2015 Contact Solutions.1Confidential and proprietary.
IMPROVING CONSTITUENT ENGAGEMENT
David ScottSr. Director, Government [email protected]
© 2015 Contact Solutions.2Confidential and proprietary. 2
Impact of poor citizen experience goes deeper than you think......
……engaging citizens provides an opportunity to increase program utilization and manage costs
Providing Constituent Engagement Insights
© 2015 Contact Solutions.3Confidential and proprietary.
Program Coverage
Delivering 56 programs across 43 States
SSAE-16, PCI, and HIPAA certified1.4 billion self-service interactions in 2015
Contact Solutions
© 2015 Contact Solutions.4Confidential and proprietary.
Government Program Functions
• Address, dependent verifications
• Appointments
• Application status
• Authentication • Beneficiary information,
inquiries
• Bill processing• Case worker requests• Claims/cases
calls handled/month120M
• Deposits/disbursements• EBT, assistance program • Eligibility• Enrollment
• Help desk• Life change updates, status• Password reset
• Payments/collections: fees tickets
• Plan availability• Provider searches• Provider, broker, payer support • Registration/enrollment/
activation• Reminders, information, alerts• Requests for information
• Satisfaction survey
© 2015 Contact Solutions.5Confidential and proprietary.
Effortless Constituent Engagement
Personalization Multi-Layered Fraud Prevention
Dynamic IVRMobile Engagement
Outbound Notifications• Claim/case status• Balance, deposits• Appointments• Reminders, requests
AgencyContact Center
Cost-savings
Self-Service HelpIntake
EligibilityStatus
AuthenticatePassword help
Balance/DepositInformationNotifications
Workflow M
anagement
© 2015 Contact Solutions.6Confidential and proprietary.
What EBT Callers Do
98%
IVR Self-Service Rate
MondayBusiest calling day
56 Sec.Average call 0.9 min
English 90%
Spanish 8.5%
Other 1.5%
80%
6.7% 2.8%
Balance 80%
Certification Date 6.7%
Pending Deposit 2.8%
Most Frequent Self-Service Actions
Language Preferences
© 2015 Contact Solutions.7Confidential and proprietary.
Improving Service DeliveryUS Treasury Example; 4M active cardholders
IVR
Program ManagersRecipients Issuing Bank
Self-service improves service delivery to support large Government program
• Issuing Bank: Comerica• Network Brand: MasterCard• Program Manager: Xerox• Type: Open-Loop, Debit Card• Reloadable: No (Only by Treasury)
Tier 1 Partners• Very high call volume program • Huge volume spikes on deposit
days each month• Rapidly scaling up• Elderly, disabled, beneficiaries• Banked and underbanked
Very Large Program Size• Direct Express manages 15
subprograms including:• Social Security Retirement• Social Security Income• Veterans programs
Complex Program
Debit MasterCard
Callers use self-service
96%Increase in CX IVR
ratings since deployment
30%Customer
Satisfaction rating
95%Fewer calls after
implementation of outbound pending deposit notifications
11.4%
© 2015 Contact Solutions.8Confidential and proprietary.
Voice Channel Self-ServiceOptimizing customer experience and automation with guaranteed results
• Multi-channel communications for inbound/outbound engagement
• Robust SOA based business application layer, integration platform
• Integrates to 350+ host systems with 1000s of transaction types
• Processing 145M+ customer conversations per month
• Continuous performance improvement and optimization with proprietary CX algorithm, and industry leading automation
85%
Average decrease in transfer rate across programs
Average increase in CX across programs
25%
© 2015 Contact Solutions.9Confidential and proprietary.
Personalization ResultsState Government Benefit Program
18%Reduction in call duration
for all callsReduction in call duration
for personalized calls
77%Average % calls personalized
37%
Personalizationis a “Learning” Solution
– Results continue to increase over time
© 2015 Contact Solutions.10Confidential and proprietary.
Fraud Prevention ResultsGovernment Benefit Program
Savings of $3 million/year• 20 million calls/month from 4.1 million cardholders• About 1 call per 1,000 registered suspicious activity• Previously undetected fraudulent activity
• Demonstrated ability to detect fraud before ATO• Complementary to other tools in fraud program
85%
Successfully detected Account Takeover (ATO)
fraud
Successfully detected counterfeit fraud
34%Detection of previously
unidentified fraud
25%
© 2015 Contact Solutions.11Confidential and proprietary.
Mobile Customer Service Web to mobile web to mobile app – in any order to assist the consumer
• Start, stop, and resume anytime on any device• Leverages responsive design to adapt to device/platform• My:Time detects if user has come or gone from browser • Closed web interactions generate a notification with link
so user can resume on another device• All interaction information is retained: Activity History,
messages, attachments, notifications
You have a new message from
Agent for…click here to resume
Agency Website
About Agency Services Program Help
© 2015 Contact Solutions.12Confidential and proprietary.
• Adoption and usage statistics• Continuous Improvement analysis• Personalization tuning• Chat & sentiment analysis (NLP)• Automated Assistant integration• Proactive service, education and notifications• Fraud detection and prevention
Constituent Interaction Data at the CoreContinuously Improving Constituent Experience and Agency Impact
What actually
happened
Constituentexperience:
How constituents perceive what
happened
Constituent intent
Actual behavior
© 2015 Contact Solutions.13Confidential and proprietary.
QuestionsDavid ScottSr. Director,Government SalesContact [email protected]