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The Benefits of Automation for Constituent Identity Verification

Government Technology Insider

When constituent services and benefit programs moved their application processes online, they were made far more accessible to malicious actors – we found this out during the COVID-19 pandemic. This results in many cases requiring a mix of automated and manual reviews of constituent applications. That’s something we need to change.

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Designing an Accessible and Equitable Experience for Constituents Accessing Unemployment Insurance

Government Technology Insider

For UI, this means that communication with constituents should include a path of action. For example, after a constituent has filed a claim, they should receive a message that thanks the applicant, validates the action, and summarizes the encounter.

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Kevin Esterling: 2020 Election Analysis Part 2

Policy Chats

In this episode, Professor of Political Science and Public Policy Kevin Esterling talks with students from the UC Riverside School of Public Policy about utilizing technology to bridge the gap between constituents and representatives as well as rifts in the Democratic Party following this election.

2020 52
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2020 Election: Analysis Part 2 (with Kevin Esterling)

Policy Chats

In this episode, Professor of Political Science and Public Policy Kevin Esterling talks with students from the UC Riverside School of Public Policy about utilizing technology to bridge the gap between constituents and representatives as well as rifts in the Democratic Party following this election.

2020 52
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2020 Election: Analysis Part 2 (with Kevin Esterling)

Policy Chats

In this episode, Professor of Political Science and Public Policy Kevin Esterling talks with students from the UC Riverside School of Public Policy about utilizing technology to bridge the gap between constituents and representatives as well as rifts in the Democratic Party following this election. Music by: C Codaine.

2020 52
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Omnichannel Customer Service Helps Agencies Adapt to New Demands

GovLoop

Now comes the hard part: keeping pace with constituents who’ve loved what they’ve seen and are looking for more. In 2020, GHVP partnered with Zendesk to streamline and centralize its communications as well as support employees and agencies across the state. Managing Multiple Channels.

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Indiana BMV Builds on Three Pillars to Drive up CX

GovLoop

The number jumped in 2020 and 2021 (the most recent year for which stats are available), first because of COVID restrictions and then staffing shortages. From a constituent perspective, such behavior diminishes trust in government as a whole, Deloitte found. In 2019, the average visit time was 13 minutes, 4 seconds.

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