Kevin Kottman
Senior Vice President of U.S. Public Sector, TransUnion
Kevin Kottman noted that research from TransUnion indicates most Americans planning to apply for a government program in the next three years intend to do so online. TransUnion also found online applications delays or denials happened at more than double the rate than for applications submitted through other channels.
Knowing that, improving online customer experiences for public services — especially at the point of enrollment — will be a bigger focus for Kottman than ever.
Administrative burdens faced in online channels can also lead eligible constituents to underuse benefit programs. Unfortunately, this proves to be especially true for underrepresented groups, such as low-income and older Americans — even as many agencies strive to deliver accessible and equitable services for all.
Even government programs serving veterans are underused. Investigating this further, TransUnion research found minority, low-income and non-homeowning veterans were two to three times more likely to move across state lines than their non-veteran peers. These trends, in part, underscore why identifying and engaging constituents — especially those more likely to need services — remains challenging.
Why Watch
With the recent research on administrative burdens TransUnion brought to market, the company’s public sector organization is committed to improving online identity and device-proofing capabilities for government agencies to minimize friction during constituent experiences.
As a result of TransUnion’s actionable view of each consumer — based on a robust set of online, offline, public and proprietary information — agencies and U.S. constituents can interact with confidence. TransUnion is using these insights further to help agencies find eligible constituents who haven’t traditionally participated in government programs, so more people can enjoy greater access to needed public services.
Drawing from TransUnion’s fresh consumer identity and contact insights defined a new business focus in 2023 when TransUnion helped veterans affairs agencies more effectively deliver essential support to veterans. TransUnion continues to help state agencies create actionable contact databases to improve engagement rates and the effectiveness of their outreach initiatives.
By using branded calling to indicate to veterans that a call from an agency is legitimate, TransUnion is helping equip VA departments to deliver information about essential benefits at times that matter most.
“The TransUnion Public Sector organization is strong and formidable, bolstered by unique data insights and rich market expertise in digital identity, communication services, and investigative and marketing solutions,” Kottman said. “I’m thrilled to lead an award-winning team capable of advancing TransUnion’s market-leading technology in the public sector. Our experience, data assets, technology and continued growth position us to deliver multi-layer solutions to public agencies and do work that matters, including helping to ensure that within each moment a government agency can focus first on serving the needs of its constituents.”