© 2015 Contact Solutions.1Confidential and proprietary.

IMPROVING CONSTITUENT ENGAGEMENT

David ScottSr. Director, Government Salesdscott@contactsolutions.com

© 2015 Contact Solutions.2Confidential and proprietary. 2

Impact of poor citizen experience goes deeper than you think......

……engaging citizens provides an opportunity to increase program utilization and manage costs

Providing Constituent Engagement Insights

© 2015 Contact Solutions.3Confidential and proprietary.

Program Coverage

Delivering 56 programs across 43 States

SSAE-16, PCI, and HIPAA certified1.4 billion self-service interactions in 2015

Contact Solutions

© 2015 Contact Solutions.4Confidential and proprietary.

Government Program Functions

• Address, dependent verifications

• Appointments

• Application status

• Authentication • Beneficiary information,

inquiries

• Bill processing• Case worker requests• Claims/cases

calls handled/month120M

• Deposits/disbursements• EBT, assistance program • Eligibility• Enrollment

• Help desk• Life change updates, status• Password reset

• Payments/collections: fees tickets

• Plan availability• Provider searches• Provider, broker, payer support • Registration/enrollment/

activation• Reminders, information, alerts• Requests for information

• Satisfaction survey

© 2015 Contact Solutions.5Confidential and proprietary.

Effortless Constituent Engagement

Personalization Multi-Layered Fraud Prevention

Dynamic IVRMobile Engagement

Outbound Notifications• Claim/case status• Balance, deposits• Appointments• Reminders, requests

AgencyContact Center

Cost-savings

Self-Service HelpIntake

EligibilityStatus

AuthenticatePassword help

Balance/DepositInformationNotifications

Workflow M

anagement

© 2015 Contact Solutions.6Confidential and proprietary.

What EBT Callers Do

98%

IVR Self-Service Rate

MondayBusiest calling day

56 Sec.Average call 0.9 min

English 90%

Spanish 8.5%

Other 1.5%

80%

6.7% 2.8%

Balance 80%

Certification Date 6.7%

Pending Deposit 2.8%

Most Frequent Self-Service Actions

Language Preferences

© 2015 Contact Solutions.7Confidential and proprietary.

Improving Service DeliveryUS Treasury Example; 4M active cardholders

IVR

Program ManagersRecipients Issuing Bank

Self-service improves service delivery to support large Government program

• Issuing Bank: Comerica• Network Brand: MasterCard• Program Manager: Xerox• Type: Open-Loop, Debit Card• Reloadable: No (Only by Treasury)

Tier 1 Partners• Very high call volume program • Huge volume spikes on deposit

days each month• Rapidly scaling up• Elderly, disabled, beneficiaries• Banked and underbanked

Very Large Program Size• Direct Express manages 15

subprograms including:• Social Security Retirement• Social Security Income• Veterans programs

Complex Program

Debit MasterCard

Callers use self-service

96%Increase in CX IVR

ratings since deployment

30%Customer

Satisfaction rating

95%Fewer calls after

implementation of outbound pending deposit notifications

11.4%

© 2015 Contact Solutions.8Confidential and proprietary.

Voice Channel Self-ServiceOptimizing customer experience and automation with guaranteed results

• Multi-channel communications for inbound/outbound engagement

• Robust SOA based business application layer, integration platform

• Integrates to 350+ host systems with 1000s of transaction types

• Processing 145M+ customer conversations per month

• Continuous performance improvement and optimization with proprietary CX algorithm, and industry leading automation

85%

Average decrease in transfer rate across programs

Average increase in CX across programs

25%

© 2015 Contact Solutions.9Confidential and proprietary.

Personalization ResultsState Government Benefit Program

18%Reduction in call duration

for all callsReduction in call duration

for personalized calls

77%Average % calls personalized

37%

Personalizationis a “Learning” Solution

– Results continue to increase over time

© 2015 Contact Solutions.10Confidential and proprietary.

Fraud Prevention ResultsGovernment Benefit Program

Savings of $3 million/year• 20 million calls/month from 4.1 million cardholders• About 1 call per 1,000 registered suspicious activity• Previously undetected fraudulent activity

• Demonstrated ability to detect fraud before ATO• Complementary to other tools in fraud program

85%

Successfully detected Account Takeover (ATO)

fraud

Successfully detected counterfeit fraud

34%Detection of previously

unidentified fraud

25%

© 2015 Contact Solutions.11Confidential and proprietary.

Mobile Customer Service Web to mobile web to mobile app – in any order to assist the consumer

• Start, stop, and resume anytime on any device• Leverages responsive design to adapt to device/platform• My:Time detects if user has come or gone from browser • Closed web interactions generate a notification with link

so user can resume on another device• All interaction information is retained: Activity History,

messages, attachments, notifications

You have a new message from

Agent for…click here to resume

Agency Website

About Agency Services Program Help

© 2015 Contact Solutions.12Confidential and proprietary.

• Adoption and usage statistics• Continuous Improvement analysis• Personalization tuning• Chat & sentiment analysis (NLP)• Automated Assistant integration• Proactive service, education and notifications• Fraud detection and prevention

Constituent Interaction Data at the CoreContinuously Improving Constituent Experience and Agency Impact

What actually

happened

Constituentexperience:

How constituents perceive what

happened

Constituent intent

Actual behavior

© 2015 Contact Solutions.13Confidential and proprietary.

QuestionsDavid ScottSr. Director,Government SalesContact Solutionsdscott@contactsolutions.com