STATE EXPANDS PUBLIC ASSISTANCE
REACH WITH CSG’S SECURE,
INTEGRATED COMMUNICATIONS
Case Study
WHO?
A large state health and human services (HHS) department.
WHAT?
Using CSG’s communications solutions and expertise, the agency used integrated, secure digital and print communications to reach more applicants, more efficiently.
CSG printed and mailed applications, renewal forms, and various documentation with prefilled fields based on each applicant’s data from electronic systems, making it easier for applicants to complete their forms.
Using the CSG Xponent customer engagement platform, the agency sent:
Proactive email and SMS notifications for application status updates, appointments and account changes, driving applicants to the agency’s web portal to self-serve and preempting their need to call the contact center.
Real-time, two-factor authentication notifications to verify applicants’ identity when resetting passwords or opting into paperless correspondence, reducing the need for call center support for password resets.
HOW?
Maximized reach—meeting applicants where they are while driving digital adoption.
RESULTS
To implement Xponent and go-live
<4 Months
30M+
98.6%
Email and SMS messages sent in one year
Successful delivery rate across email and SMS
“We have a strong working relationship [with CSG] and we always have. Our billing systems and our rating systems are core to our business and our IT state, and we see it as a very important relationship.”
— Niall Fitzgerald, General Manager of IT Application Architecture & Design,
Spark New Zealand
Ready to deliver a faster, easier application process through integrated communications?
The agency faced an influx of applications for public assistance programs, including Medicaid, the Children's Health Insurance Program (CHIP), and the Supplemental Nutrition Assistance Program (SNAP). This spiked the work volume for the state’s program eligibility workers, increasing the demands on them as well as the processing times for applications. The state partnered with a contractor, which brought in CSG to help streamline the application process for citizens seeking these benefits.
Learn about proactive communications with CSG Xponent
Learn about print and mail with CSG Communication Design & Delivery
STATE EXPANDS PUBLIC ASSISTANCE
STATE EXPANDS PUBLIC
ASSISTANCE REACH WITH
CSG'S SECURE, INTEGRATED
Learn about print and mail with CSG Communication Design & Delivery