Our Insights

Back to Top

Andy Beamon

Senior Vice President, Strategic Innovation for Citizen Services

Andy Beamon is Senior Vice President of Strategic Innovation for Citizen Services at Maximus Federal and manages the development and delivery of the Maximus Intelligent Assistant to federal agencies. Including tenures at Accenture, Sallie Mae and Navient, Andy has more than 25 years of experience with Global Fortune 100 and large federal agencies, working to transform their business processes and technologies with innovative solutions and services that improve the Citizen Journey®. Andy has unique experience in implementing congressionally-mandated and agency-mandated programs that deliver services to citizens.

Andy Beamon's Insights
Article | Jun 3, 2021

Conversational AI: The engine behind frictionless citizen experiences

As AI technology for customer service advances, most notably with conversational AI and intelligent virtual assistants (IVAs), government agencies are increasingly able to deliver a self-service experience that meets the expectations of callers engaging with them. Providing vital information through conversational AI also removes the frustration people have when trying to find the right information or while waiting for assistance from a CSR.

Image of a circuit board in shape electronic brain.
Article | May 11, 2021

3 ways IVAs will drive the next generation of citizen service delivery

IVAs have the potential to have a significant impact on the way citizens experience and interact with government. While an IVA may not be a solution to all citizen service delivery problems, it is one powerful tool to increase CX outcomes and contact engagement center efficiency. These one to two sentences to recap the article appear under the title in the Insights topic feeds.

Image of artificial intelligence digital brain.
Article | Apr 1, 2019

Understanding the terminology around citizen service delivery technology

There has been an increased focus by government to enhance self-service options, like the General Services Administration’s (Artificial Intelligence for Citizen Services, which launched in 2017 for agencies interested in leveraging the capabilities of tools like Amazon Alexa, IBM Watson and Google Assistant. Unfortunately, the terminology surrounding these new tools can be confusing and misused. Understanding the differences between them is important as it impacts both the citizens’ experience and government agencies navigating the procurement process. To clear up the confusion, here are how the most-discussed technologies transforming citizen service differ:

Image of two heads with displays technology concepts.
News | Oct 18, 2017

Robotic process automation delivers better results for citizens

Andy Beamon, the Senior Director of Strategic Innovation for Citizen Services at Maximus Federal, has written a piece for GCN illustrating how robotic process automation will be an essential tool for government agencies as they address the limitations imposed by legacy systems.

Image of robotic process automation diagram.