Make every citizen interaction with your program count
Respond to the growing demand for assessments
Resolve benefit disputes with a nonjudicial approach
Modernize your program, adapt to changing needs
Make services easier to access, ensure program integrity
Driven by the changing expectations of citizens, poor service scores, and legislative mandates, government has been challenged to do a better job delivering services. MAXIMUS leads the way in multichannel contact center support for citizen services, from Medicaid to the U.S. Census to state child support agencies.
Citizen Engagement Centers around the globe
calls annually to support health insurance enrollment for a large federal agency
beneficiaries in 20 states served by MAXIMUS
Whether responding to a natural disaster or ramping up for healthcare enrollment, you may need to assemble a contact center team fast. Our reputation as an employer-of-choice enables us to be exceptionally efficient at recruiting, rehiring and training, saving precious time and money. And, with retention rates well above the industry average, we maintain consistently reliable performance, helping you meet service levels.
At MAXIMUS, we’re continually developing innovative approaches to enhance our multi-channel and multilingual support services.
No matter how you engage your citizens – phone, web chat, email, text, social media – we deliver a seamless, multi-channel experience that lets them choose their preferred methods of interaction. The result is a smooth partnering of people, process and technology that is the hallmark of our citizen engagement centers.
Intelligent virtual assistants. Robotic process automation. Artificial intelligence. Voice bots. Technology is at the heart of our efforts to increase agent efficiency and provide more intuitive self-service.
The MAXIMUS Intelligent Assistant is unlike any other automated voice tool. Utilizing a blend of human and artificial intelligence, it combines conversational speech and natural language technology to provide self-service that adapts to the caller’s needs. That allows citizens to resolve issues through normal conversation, expediting resolution and freeing agents for more complex requests.
Let’s face it, many people prefer talking to a real person. By streamlining processes and leveraging technology, we enable our contact center staff to focus on the citizens who need more help. The result? An average customer satisfaction score of 97%.
Utilizing the tools and specialists from our Center for Literacy, we’re able to constantly refresh and tailor our approaches to engage beneficiaries from ever-changing demographics. We offer support for multilingual, speech and hearing-impaired callers, and special populations.
You’re only as good as your people. Ours are not only customer care experts but caring individuals. We implement clear yet empowering policies that allow them to have the greatest impact, whether it’s working with individuals for as long as it takes, or striving to ensure that customers experience world-class service with every interaction.
• Eligibility Verification
• Program Enrollment
• Registration and Renewal
• Case Management
• Citizen Education
• Benefit Counseling