Problem

The agency had low public trust and inconsistent communications across departments.

Approach

We audited citizen touchpoints, aligned internal stakeholders, and reframed the agency narrative around service transparency.

Solution

Delivered a new identity system, messaging architecture, and implementation toolkit for cross-channel consistency.

Outcome

Within one quarter, recognition improved and internal teams adopted a unified communication style.

• 3 state offices aligned
• 41% increase in brand recall
• 1 unified communication system