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FICO Government Solutions Modernize the Citizen Journey
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© 2017 Fair Isaac Corporation. All rights reserved. 1 EXECUTIVE BRIEF Modern intelligent automation—which puts tools and control in the hands of business users—is enabling modern delivery of government services. State agencies are moving from “one size” operations to a consumer-centric approach that produces better results at lower cost. They’re creating business processes targeting individual needs, expanding choice and offering user-friendly self-service options. They’re engaging citizens across multiple channels and interactions over time while keeping sight of the overall journey. To support this transition, agencies must be able to implement new technologies precisely as needed, whether that’s replacing a legacy system or enhancing capabilities through callable services. New ways to advance your mission FICO, a global leader in analytics-driven decisions and process automation and improvement, can help you accomplish your mission in ways that are more convenient and successful for your citizens, quicker and easier for your staff, and less of a drain on your budget. We provide tools for automating and adding analytic intelligence to your workflows and interactions with citizens. Callable fraud detection helps your current systems avoid onboarding ineligible applicants. A complete collections solution ensures that every debt account is handled in the way most likely to succeed, and provides end-to-end reporting across the entire process. These are just some of the ways your organization can deliver a better citizen experience without a bigger staff. Intelligent automation for delivering a better experience without a bigger staff “The key to good digital services is understanding the user’s perspective. Governments must be willing to remake products, processes and policies around what citizens want.” Transforming Government Through Digitization McKinsey & Company, Nov. 2016
Transcript of FICO Government Solutions Modernize the Citizen Journey
© 2017 Fair Isaac Corporation. All rights reserved. 1
EXECUTIVE BRIEF
Modern intelligent automation—which puts tools and control in the hands of business users—is enabling modern delivery of government services. State agencies are moving from “one size” operations to a consumer-centric approach that produces better results at lower cost. They’re creating business processes targeting individual needs, expanding choice and offering user-friendly self-service options. They’re engaging citizens across multiple channels and interactions over time while keeping sight of the overall journey. To support this transition, agencies must be able to implement new technologies precisely as needed, whether that’s replacing a legacy system or enhancing capabilities through callable services.
New ways to advance your missionFICO, a global leader in analytics-driven decisions and process automation and improvement, can help you accomplish your mission in ways that are more convenient and successful for your citizens, quicker and easier for your staff, and less of a drain on your budget. We provide tools for automating and adding analytic intelligence to your workflows and interactions with citizens. Callable fraud detection helps your current systems avoid onboarding ineligible applicants. A complete collections solution ensures that every debt account is handled in the way most likely to succeed, and provides end-to-end reporting across the entire process. These are just some of the ways your organization can deliver a better citizen experience without a bigger staff.
Intelligent automation for delivering a better experience without a bigger staff
“The key to good digital services is understanding the user’s perspective. Governments must be willing to remake products, processes and policies around what citizens want.”
Transforming Government Through Digitization McKinsey & Company, Nov. 2016
EXECUTIVE BRIEFFICO® Government Solutions Modernize the Citizen Journey
© 2017 Fair Isaac Corporation. All rights reserved. 2
FICO application fraud models can be called by your existing application processing system to perform real-time analysis of data from many sources. Uncovering relationships across this data, analytics detect behavior patterns indicative of first-party fraudsters trying to abuse the system and third-party fraudsters using stolen or synthetic identities. Instantly they score applications for level of fraud risk and trigger alerts to staff investigators.
Also callable by your systems, FICO intelligent communications management helps provide legitimate applicants with fast, convenient onboarding experiences. Starting with any channel applicants initially use—online, SMS, voice, email, in-app—and seamlessly following if they switch to another, it moves them through an individualized process, handling routine tasks and two-way dialogues, such as responding to status inquiries.
An electronic document fulfillment capability, fully compliant with the federal E-SIGN Act, can be added to facilitate tricky exchanges such as submitting documentation and signing forms. Meanwhile, agency staff focus on more complex cases and applicants needing assistance. In any automated interaction, citizens simply tap a button to talk with a real person.
Enablers for successful
citizen journeys
FICO helps you modernize your processes to improve resource allocation effectiveness while reducing operating costs and raising citizen service and satisfaction levels. Throughout the citizen journey, state programs have opportunities to automate routine steps and use data-driven intelligence in the background to improve decisions and personalize services. In foreground interactions with citizens, intelligent communications can orchestrate multi-channel dialogues, keep processes moving and track what happens at each step. Here’s how:
At onboardingThe beginning of the journey is the time to prevent improper access to government programs, preserving resources for eligible citizens and avoiding the cost of reclaiming payments and benefits later on. At the same time, getting legitimate applicants off to a smooth start affects how successfully they consume services, impacts the costs associated with their accounts, and solidifies their perceptions about the competency and value of state government.
Results from organizations using FICO application
fraud models:
+92% fraud detection
+80% of fraudulent first-party and
third-party applications detected
+$3 million annual savings
Results from organizations using FICO communications
solutions
+300% volume handled with no
FTE increase
25% of interactions and
69% of inbound contacts managed without human
intervention
70% average consumer satisfaction
Staff-controlled automation speeds up new applicant processing
Intelligent multichannel communications keep applicants informed, manage
document exchange/signature
Fraud detection prevents ineligible individuals from assessing services
Process automation and intelligent communications take care of routine orientation steps
for new program enrollees via each individualspreferred channels
Intelligent communications periodically reach out to
enrollees for contact information updates and satisfaction surveys
Automated, data-driven collections handle any accounts
with overdue payments or overpayments
Data analysis identifies enrollees who may be
candidates for complementary services
MODERNIZING THE CITIZEN’S JOURNEY2011 2012
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Data analysis increases understanding of citizen
needs
2013
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EXECUTIVE BRIEFFICO® Government Solutions Modernize the Citizen Journey
To learn how FICO can
help your agency improve
the citizen journey and
accomplish more with
existing resources:
Email us at [email protected]
Or call 1 888 342 6336
Throughout the relationship As the journey progresses, other types of analytics can be used to increase understanding of citizen needs or identify candidates for additional services that could improve overall outcomes. Automated processes and intelligent communications continue to handle routine tasks, such as interactions to periodically confirm or update account information.
In collectionsCollections, whether of overdue payments or recoup of over-payments, is also part of the journey. Though not central to an agency’s mission, the process may be mission-critical, since it affects not only citizen experience and attitudes toward government, but agency operating costs, too.
Agencies can improve collections success by using automated processes and scripts imbued with professional best practices, configurable to their organizational requirements. They can add analytics to segment and queue
accounts according to any number and variety of data characteristics. They can create decision rules for dynamically reassigning accounts based on collections actions and results, ensuring that every account is being worked in the way most likely to succeed.
Many actions, particularly for early-stage accounts, are likely to be more successful when performed by automated intelligent communications. Text messages or emails, for instance, are discreet, convenient channels for people to be reminded about an amount due. These modern contact methods also include online or mobile communications to make a payment or select a payment plan.
Where professional collectors augment internal resources, agencies benefit from analytics and automation that identify the best outplacement match for each account based on decision rules and historical performance. Solutions also automate account recall, replacement and reconciliation, and calculate commissions based on performance.
Results from organizations using FICO collections
solutions:
+20% collector productivity
+40% daily processing volume
+10% collected amount
-30% average account
process time
