Arizona DES x Propel: Optimizing agency communication
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The challenge: #the-challenge
New federal requirements make timely client communication essential. States must share updates, collect documentation, and drive action—but many clients do not use states’ digital tools or rely on snail mail, which is slow and unreliable.
The solution: #the-solution
Increase client engagement with Arizona DES’ critical service channels, like phone and digital, through coordinated campaigns on Propel’s app.
Awareness#awareness
Campaign 1: Prevent client screening of DES calls#campaign-1-prevent-client-screening-of-des-calls
Ensure clients recognize and answer DES calls by encouraging them to save the agency’s number as a contact with one tap.
How
- In-app notification
- Push notification
- Landing page with one-tap save
Impact
- 22,000 views
- 4,400 clicks
- 1,900 numbers saved
Action#action
Campaign 2: Drive creation of MyFamilyBenefits accounts#campaign-2-drive-creation-of-myfamilybenefits-accounts
Encourage clients to create an MFB account to complete tasks online without needing to call the agency.
How
- In-app notification
- Push notification
- Homescreen modal
Impact
- 1,012 new accounts created
What’s next: Benefit navigation
In partnership with DES, Propel will bring Arizona client case management information for SNAP and TANF into the Propel app—enabling clients to view and understand notices, take the next best action to renew benefits, and submit the right documentation to maintain compliance. By guiding clients to take the right action at the right time, this approach drives more effective use of DES systems while reducing friction for both clients and the agency.