Bolster outbound phone constituent experience to improve benefits utilization

Government agencies often struggle to get eligible constituents to take advantage of benefits. A recent TransUnion survey of adults who previously applied or plan to apply for benefits reinforces the importance of the phone channel for communications about available assistance.


Key takeaways from our research on outbound government communications include:
   - Preference for phone channel makes it critical to the agency benefit experience
   - Lack of context reduces effectiveness of outbound calling
   - Transparency, trust and reach are essential to promoting benefit program participation


Uncover the challenges in reaching constituents and three steps to improving program participation.

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