Citizen Journey

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September 13, 2017

Three Ways Artificial Intelligence is Revolutionizing Contact Centers

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Beginning in the 1960s, when 1-800 numbers first became the de facto means of customer service, supporting citizens has evolved from one-way communication into a multichannel experience that is vital to how citizens get information from the government.

May 16, 2017

Improving Citizen Engagement for an Aging Population

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The demographics of the U.S. are increasingly changing to include more Americans over the age of 65. As this population grows, it is important for those delivering government services to understand how to best engage this aging population.

March 21, 2017

How Agencies Can Manage and Reduce Caseload Backlogs

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Tom Naughton, President of Citizen Services for MAXIMUS Federal, discusses how federal agencies can manage and reduce their backlogs by focusing on how to improve their internal processes.

October 26, 2016

The Future of Delivering Government Services

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Jim Williams, former Acting Administrator for GSA, shares his thoughts on how the government can transform the way it delivers services in our continuing series on Citizen Engagement Services.

October 19, 2016

Tom Romeo Article in GovExec: “The Pressure to Improve Service Is Only Going to Increase”

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Tom Romeo, President of MAXIMUS Federal, wrote an article for Government Executive about the importance of improving citizen engagement – no matter who wins the election. He also spoke to two former agency leaders, Martha Dorris and Jim Williams, who shared their insights on the future of serving citizens.

October 13, 2016

How Citizen Engagement Centers Can Reduce Costs While Improving Outcomes

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As our series on Citizen EngagementTM Services continues, Andy Beamon speaks to how a Citizen Engagement Center can both improve the Citizen JourneyTM and reduce operating costs.

September 28, 2016

The Future of Digital Services in Government

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In the next video of our continuing series on Citizen EngagementTM Services, Martha Dorris, former Deputy Associate Administrator for the Office of Citizen Services and Innovative Technologies at GSA, discusses the future of digital services in government and how they can be used throughout the Citizen JourneyTM.

September 13, 2016

The Evolution of the Contact Center to the Citizen Engagement Center

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In the first of a series we’ll be running throughout the fall on Citizen EngagementTM Services, Scott Clarke, Vice President of Citizen Engagement Services for MAXIMUS Federal, discusses the importance of evolving the contact center into the Citizen Engagement Center. He also addresses what is different about the Citizen Engagement Center and the positive impact it has on the Citizen JourneyTM.

August 15, 2016

The Importance of Government to Deliver a Better Citizen Experience

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Lisa Veith, Senior Vice President of Business Development and Marketing for MAXIMUS Federal, discusses the renewed importance that government is facing in enhancing the Citizen Journey. Lisa was also recently nominated for a 2016 FedScoop 50 award for Industry Leadership. You can vote for her here. (Voting is now closed).

November 24, 2015

Improved Methodologies for Reducing Improper Payments Can Save Billions Across the Federal Government

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The federal government provides numerous forms of payment and support to citizens. These include Social Security retirement and disability payments, educational loans and grants, housing vouchers, and veterans’ disability payments— not to mention the enormous variety of health care payments provided annually through multiple federal agencies. These payments account for billions of dollars in federal government spending each year, with each managed through its agency’s unique process for identifying, evaluating and paying beneficiaries.

October 01, 2015

MAXIMUS Federal Joins Top Federal Agency Leaders at Customer Experience (CX) Summit

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I am pleased to announce that, on behalf of MAXIMUS, I will be co-chairing the American Council for Technology (ACT) - Industry Advisory Council’s (IAC) first Customer Service Experience Summit – The CX Journey…Understanding Customers and Engaging Employees. The CX Summit is the first in a series of events that will explore one of the most pressing issues for the government today: citizen services.  The event will be held on October 7 at the Washington Marriott in Washington, D.C.

August 11, 2014

Enhancing the Citizen Journey: A Shift in Focus to Citizen Services

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The government’s imperative to improve the consumer experience, and the opportunity it holds for industry.

Websites, 24/7 customer support, mobile applications and other tools have opened communication between government and citizens like never before. Citizens demand customer service for everything they do – the government is no exception – and they want many options to access it. However, with each new advance in delivering customer service, the complexity of the processes and consumer technology increases for how it’s delivered.

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