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February 08, 2018

Technology is Improving the Customer Experience, But a Human Touch Still Matters in Government

Digital innovations have brought a renewed focus on improving the customer experience across the federal government. Leaders at agencies like the General Services Administration, Veterans Affairs, Federal Student Aid and the Social Security Administration have dedicated new resources to improving the customer or citizen journey® by launching online engagement channels that include mobile apps, web chat and redesigned websites that feature multichannel integration and artificial intelligence technologies to help citizens access information and resolve issues more quickly.

October 02, 2017

Celebrating National Customer Service Week

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In honor of National Customer Service Week (Oct. 2nd – 6th), our team shares their thoughts on what it takes to deliver great customer service.

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.

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.