Increasing Citizen Engagement Through Digital Platforms and Improving Customer Experiences Tabbed as Public Sector Trends to Watch in 2022

Rhea-AI Summary

TransUnion reported significant behavioral shifts as nearly five billion visits to government websites occurred over 90 days, revealing that only 35% of users found their experiences 'easy.'

This report outlines trends for 2022, emphasizing improved service delivery, equity for underserved populations, and enhanced citizen engagement. Notably, 98% of Americans can now be reached online, and 82% used digital payment technology in 2021. TransUnion aims to support government agencies in optimizing service access and engagement, particularly for low-income households, 41% of which struggle to pay bills.

Positive

• Identified key trends that may lead to increased government contracts and opportunities.
• Focus on improving online government services aligns with industry shifts towards digital solutions.
• Highlighting underserved populations presents avenues for social impact and potential market growth.

Negative

• Only 35% of consumers report an 'easy' experience on government websites, indicating potential service delivery failures.
• 41% of low-income households unable to pay bills raises concerns about the economic climate and service accessibility.

TransUnion report identifies key behavioral changes and new opportunities as millions of Americans go online for critical government services and benefits

CHICAGO, Jan. 20, 2022 (GLOBE NEWSWIRE) -- Recent Government Services Administration (GSA) data found there were nearly five billion visits to government websites in a recent 90-day period. Yet, a new TransUnion (NYSE: TRU) report found that only one-third of consumers (35%) said they had an “easy” experience when using such websites.

Enhancing customer experiences by improving the efficiency and effectiveness of service delivery through these websites is one of four key trends for 2022 that TransUnion’s public sector business released today. The report highlights how the government must ensure citizens are receiving qualified and entitled benefits while increasing the ease of accessing services online.

“President Executive Order 14058 states that the government must be held accountable for designing and delivering services with a focus on the actual experience of the people whom it’s meant to serve,” said Jonathan McDonald, executive vice president and head of TransUnion’s public sector business. “Many of the trends highlighted in our report focus on this topic as it is paramount that government agencies do all they can to make their services easily accessible to constituents.”

The report focused on other key trends, including ensuring equity for underserved populations by reducing barriers to enrolling for and accessing public benefits, protecting constituents’ identities and increasing citizen engagement. Per TransUnion’s TruAudience® estimates, 98% of Americans can now be reached online. Also, according to the report, as many as 82% of Americans used digital payment technology during 2021.

“Times have changed in America. With easier access to consumers, we believe more government agencies will seek ways to accelerate their ability to more directly engage and include citizens in identifying, designing and delivering customized services. They’ll also look for ways to reach and involve underserved populations that may not traditionally participate,” added McDonald.

Reaching underserved constituents will be a continuing trend in 2022 as there is a need to better identify these populations and deliver services more effectively and efficiently. The report noted that 41% of low-income households recently stated they’ll be unable to pay a bill in full thus reaching this segment is ever important.

TransUnion’s Public Sector business provides fraud solutions, benefit eligibility verification, continuous evaluation services, identity authentication, data breach response, investigation services, and other key solutions to federal, state and local government agencies in the U.S. TransUnion’s solutions help both private and public sector organizations manage risk and reduce costs.

More information about the 2022 public sector trends report can be found here.

About TransUnion (NYSE: TRU)
TransUnion is a global information and insights company that makes trust possible in the modern economy. We do this by providing an actionable picture of each person so they can be reliably represented in the marketplace. As a result, businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®.

A leading presence in more than 30 countries across five continents, TransUnion provides solutions that help create economic opportunity, great experiences and personal empowerment for hundreds of millions of people.

http://www.transunion.com/publicsector

Contact	Dave Blumberg
	TransUnion
E-mail	david.blumberg@transunion.com
Telephone	312-972-6646

FAQ

What did TransUnion's report reveal about consumer experiences with government websites?

The report found that only 35% of consumers had an 'easy' experience using government websites.

What are the key trends highlighted by TransUnion for 2022?

Key trends include enhancing service delivery, ensuring equity for underserved populations, and increasing citizen engagement.

How many visits did government websites receive in the recent study by TransUnion?

There were nearly five billion visits to government websites in a recent 90-day period.

What percentage of Americans can now be reached online according to TransUnion?

According to TransUnion's TruAudience estimates, 98% of Americans can now be reached online.

What does the report indicate about the financial struggles of low-income households?

The report noted that 41% of low-income households stated they will be unable to pay a bill in full.