Customer & Citizen Experience
Insights seen through customer & citizen experience, across every sector.
43 articles · Customer & Citizen Experience · page 3 of 3
Articles
Week of 11 May 2020
Every unemployment fraud control had a cost to real claimants
In May 2020, federal warnings about organized fraud against state unemployment systems pushed agencies to add identity checks to services already buckling under demand. Wherever they placed those checks, at application, before payment or after, someone legitimate paid part of the price.
Week of 27 April 2020
For many Medicare patients, telehealth meant a phone call
Pandemic telehealth is remembered as video. For many older, rural and low-income Medicare patients it was a phone call, and a CMS rule on April 30, 2020, paid for those calls like office visits. Health systems then had to run the phone properly.
Week of 23 March 2020
Forbearance on request: what the CARES Act asked of loan servicers
The CARES Act let homeowners with federally backed mortgages pause payments simply by asking, and told lenders how to report those accounts. Servicing built for the occasional exception suddenly had to handle requests, credit reporting and exit plans by the thousand, mostly from home.