Citizen Service

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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.

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.