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
Achieving success with citizens requires improved service delivery through a number of active — and nuanced — engagements. We refer to these collective engagements as the Citizen Journey. Our consumer friendly, cost-effective programs help you improve the citizen experience across multiple channels.
calls annually to support health insurance enrollment for a large federal agency
people following NY State of Health on social media
individuals served per month in the U.S.
Consumers today have higher expectations for how services should be delivered. They want everything to be simple, seamless, personalized – the way it is with their favorite companies. We can help you deliver the streamlined experience they seek, with helpful service and easy-to-access information at all touch points in the Citizen Journey.
From contact centers to digital and social platforms, it’s vital to reach consumers using the channels they prefer. We offer a full range of innovations to make it easier, including intelligent virtual assistants to enhance customer service and sophisticated social media targeting to locate your targets.
No one should feel excluded from government services. Our inclusive, multi-channel approach removes obstacles, enabling you to reach all citizens regardless of literacy level, age, disability or spoken language. And we help you connect in ways that are tailored, thoughtful and timely.
We have a deep understanding of the citizen’s journey when navigating a program, or multiple programs. Data – coupled with modern tools, analytics and research – enables us to anticipate questions and barriers, then streamline and automate workflows to make the process more intuitive.
As one of the nation's leading contact center providers, we're at the forefront of turning old-school call centers into true citizen engagement centers. By integrating multiple channels – from self-service (like mobile apps) to high-touch (like web chat) – we’re providing a more seamless experience. And we’re making government more accessible and efficient through emerging technologies such as artificial intelligence and machine learning.Learn more
More than ever, governments need modernized solutions to engage citizens through their preferred channels ― online, mobile and social. MAXIMUS Digital Solutions can:
If citizens can’t understand your programs, they’re less likely to use them. And that can lead to poorer outcomes. Through the MAXIMUS Center for Health Literacy, we offer a range of services to make government resources less intimidating for all, including non-English speakers, the elderly and the disabled.
Our outreach efforts to harder-to-engage populations include:
Culturally adapted translations of print and digital materials in most languages
Uncluttered designs formatted for easy navigation, with easy-to-read fonts
Materials in alternate formats such as large print, braille and audio
Our Center for Health Literacy helps make healthcare information accessible by developing:
A content strategy to establish the goals of a communication, identify key messages and determine the language needed to communicate
Plain language materials at the appropriate reading level for the audience
To ensure communications will be effective, we conduct field and usability testing of print and digital materials.
This is done through one-on-one interviews or focus groups with consumers, in their communities.
Understanding the terminology around citizen service delivery technology
The importance of delivering independent, conflict-free services to citizens
MAXIMUS Intelligent Assistant offers government an established, proven solution for contact centers
Citizen experience, cyber security among key Federal IT modernization drivers in 2019