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Build, Learn, Grow: How States Can Reach More Participants

When COVID hit the Indiana Family and Social Services Administration, the agency – like others across the country – had to find a way to provide timely information to the children and families who depend on its services. Having consistent messaging to both providers and families who could be difficult to reach consistently required a focused strategy. By leveraging smarter technologies and services, FSSA developed a unified family experience even during a time of crisis.

Every state and local government organization faces the same challenges FSSA did. Agencies need clear communication strategies for constituents to provide vital information for accessing important government services.

We partnered with govtech.com to bring you the story of how Indiana’s FSSA reinvented its communications strategy. You’ll hear from FSSA Deputy Director of Communications Marni Lemons about how her agency developed a better, more consistent strategy for reaching out to constituents. And you’ll learn how you can apply the same success to your own organization.

Other topics for this panel discussion will include:

  • How to map customer journeys and processes in order to create sophisticated, automated digital communication campaigns
  • How to reach new audiences for new state programs
  • How to use better communication tools to navigate the return to in-person work, school and service delivery

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