Census Support Services for the U.S. Census Bureau

Count on Maximus. Count on results. We support accurate population counts through secure, scalable, AI-enabled citizen service operations.

Built for the Census. Proven at scale.

We combine proven expertise with practical innovation to help federal agencies connect with the people they serve. For the U.S. Census Bureau, that means secure, multilingual contact center operations that scale to millions of interactions and deliver measurable results when it matters most. We have spent 50 years learning what works at the national level, including managing contact center operations for the 2020 Decennial Census.

Our impact

50+

years of service

+37k

employees

12+

languages

20k

agents in 8 weeks

Our experience

We supported the U.S. Census Bureau during the 2020 Decennial Census, managing nationwide contact center operations that helped millions of Americans complete their census forms with zero downtime, even under pandemic stress. Our federal expertise goes beyond census operations to include comprehensive government contact center solutions for agencies nationwide. Operating in 12+ languages and with federal-grade security protocols, we recruited and trained specialized teams to ensure every community could be counted. That includes hard-to-count populations who need outreach in their own language and through channels they trust.

Why choose Maximus?

You need a partner who understands that behind every count is a community, and behind every call is a person trying to do their civic duty. Here is what sets us apart.

Secure by Design: We protect Title 13 data across technical and operating models. Whether your team works in the office, remotely, or from home, we use proven security protocols and continuous monitoring that meet federal standards. ATO-ready. Zero data leakage.
Innovation Designed to Be Personal: We use AI-driven analytics to turn millions of interactions into a clearer understanding of what people need, where friction exists, and how engagement can improve. Every interaction feels more relevant and personal, while human oversight stays at the center where it belongs.
Requirements shift. Our delivery doesn't: Requirements shift and demand changes throughout the operation, but deadlines don't move. We adapt quickly without losing momentum, providing the workforce, technology, and operational agility to keep the count moving forward
Value-Driven Partnerships: We streamline complex processes through cloud-first approaches and agile methods that deliver faster results while maximizing the value of every taxpayer dollar invested.
Surge-Ready Operations: Census demand can change quickly, creating sudden surges in contact volume that put operations, technology, and service quality under pressure. We scale rapidly while maintaining responsiveness and performance, ensuring people get the support they need when demand is highest. Your workload isn't constant. Why should your costs be?

Proven federal services partner with 50+ years of government experience

We've spent 50 years learning what works at scale, including managing large-scale census operations like the 2020 Decennial Census. We're not just a vendor. We're a partner who knows that behind every case is a person who deserves a thoughtful, efficient experience, and behind every count is a community that deserves to be seen. When the government works better, lives improve. That's what drives us.

Experience that delivers results

20k

agents in 8 weeks

24/7

national coverage

360°

multi-channel support

99%

CSAT

Proof where it counts

We don't talk about surge-scale contact center operations in theory. We run them. For the IRS, we deployed a secure, cloud-based omnichannel center handling 70,000+ calls per day at peak and 5M+ inquiries annually. For CDC-INFO, we scaled staff 1,000% and went 24/7. For the CDC vaccine hotline, we reached citizens across channels and languages nationwide, achieving 99% CSAT. These aren't projections. They're operations. And they're the standard we bring to every census engagement.

How we helped build a nationwide contact center in 8 weeks

Faced with an urgent public health challenge, the CDC needed to scale rapidly. We responded by standing up a complete federal government contact center operation, recruiting, training, and deploying 20,000 remote agents in 8 weeks to serve millions of callers across all 50 states. Requirements shift. Our delivery doesn't.

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Scaling citizen services for peak tax season

The IRS needed support from federal citizen services to handle millions of taxpayer inquiries during peak filing season. We deployed AI-empowered Total Experience Management (TXM), integrating automated and live-agent support. The system manages 70,000+ daily calls and 5M+ annual inquiries, delivering faster resolution, increased agent productivity, and improved taxpayer service. Performance isn't promised. It's built in.

Improve citizen access at scale

Every interaction. Every household.

Every census interaction is an opportunity to improve participation, resolve barriers, and move households closer to completion. For the CDC vaccination assistance hotline, we delivered 2.5M texts and 550K+ WhatsApp messages, achieving a 99% customer satisfaction score and reaching citizens across channels and languages at a national scale. By combining engagement expertise, analytics, and scalable operations, we help transform everyday interactions into insights and actions that support a stronger count.

Ready the case study

Requirements shift. Our delivery doesn't.

We understand the challenges you're facing because we've been solving them for over 50 years. From the 2020 Census to CDC, IRS, and beyond, we've shown what's possible when proven experience meets practical innovation. Let's explore how we can help you deliver better results for the people you serve.