Uploaded July 2026 | Updated September 2026, 3 weeks ago
While federal agencies have secured their digital front doors, the phone channel remains a massive vulnerability. With rampant spam and spoofing, citizens no longer trust caller ID — meaning critical government calls are going completely unanswered.
In this interview, Scott Straub, Senior Director of Public Sector Market Strategy at TransUnion, explains how agencies can restore mutual trust and dramatically improve call center efficiency.
đź“‹ Key Takeaways:
The Trust Gap: The majority of people prefer the phone for complex issues, but rampant fraud and accidental spam tagging are crushing agency answer rates.
The VA Success Story: By using branded, authenticated caller ID (complete with a logo and blue checkmark), the Department of Veterans Affairs achieved a 65% increase in contact rates and a 35% drop in outbound call volume.
Simple Deployment: No multi-year IT overhaul required. Agencies can protect their numbers and go live in just a few days.
This video discussion was produced by Scoop News Group for @FedScoop and underwritten by @transunion.
#federalgovernment #govtech #governmenttech #federalagencies #phonefraud #transunion #spamcalls
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About FedScoop
FedScoop is the leading tech media brand in the federal government market. With more than 3.6M monthly unique engagements, FedScoop gathers top leaders from the White House, federal agencies, academia and the tech industry to discuss ways technology can improve government and identify ways to achieve common goals. With our website, newsletter and events, we’ve become the community’s go-to platform for news, education and collaboration.
Get the scoop: fedscoop.com
While federal agencies have secured their digital front doors, the phone channel remains a massive vulnerability. With rampant spam and spoofing, citizens no longer trust caller ID — meaning critical government calls are going completely unanswered.
In this interview, Scott Straub, Senior Director of Public Sector Market Strategy at TransUnion, explains how agencies can restore mutual trust and dramatically improve call center efficiency.
đź“‹ Key Takeaways:
The Trust Gap: The majority of people prefer the phone for complex issues, but rampant fraud and accidental spam tagging are crushing agency answer rates.
The VA Success Story: By using branded, authenticated caller ID (complete with a logo and blue checkmark), the Department of Veterans Affairs achieved a 65% increase in contact rates and a 35% drop in outbound call volume.
Simple Deployment: No multi-year IT overhaul required. Agencies can protect their numbers and go live in just a few days.
This video discussion was produced by Scoop News Group for @FedScoop and underwritten by @transunion.
#federalgovernment #govtech #governmenttech #federalagencies #phonefraud #transunion #spamcalls
_______________
Follow FedScoop on Social Media
• twitter.com/fedscoop
• linkedin.com/company/fedscoop
• facebook.com/fedscoop
• instagram.com/fedscoop
About FedScoop
FedScoop is the leading tech media brand in the federal government market. With more than 3.6M monthly unique engagements, FedScoop gathers top leaders from the White House, federal agencies, academia and the tech industry to discuss ways technology can improve government and identify ways to achieve common goals. With our website, newsletter and events, we’ve become the community’s go-to platform for news, education and collaboration.
Get the scoop: fedscoop.com
