Agencies are in a bind. Thanks to private sector brands, consumers have high expectations for a customer experience (CX) that’s convenient, fast and safe. And consumers expect government program CX to be as good or better. Agencies have spent the past few decades making program access easier for constituents through CX digital transformation with a focus on online platforms. While websites and mobile app updates are good, effective CX relies on designing for consumer attitudes, preferences and behaviors.

Improving CX is a critical step to fulfill agencies’ missions by making government benefits and services more accessible while reducing program fraud, waste and abuse. TransUnion® Public Sector surveyed consumers about areas of possible friction in agency CX in light of their expectations and behaviors around safety and trust. Agencies’ technologies, CX and operational leaders should use this research to identify possible gaps in their tech stacks and prioritize process improvements to improve CX across all channels. Using a mobile-first mindset to conduct identity verification and customer authentication, agency leaders can help meet constituent expectations for convenience, speed and trust.