Supporting accurate population counts through secure, scalable citizen service operations.
Maximus supports the U.S. Census Bureau with large-scale citizen services, secure contact center operations, and multilingual support that helps ensure accurate population counts nationwide. We combine proven expertise with practical innovation to help federal agencies connect with the people they serve, delivering measurable results when it matters most.
agents in 8 weeks
national coverage
multi-channel support
We've spent 50 years learning what works at scale, including managing large-scale 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.
When the government works better, lives improve. That’s what drives us.
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AI is enhancing citizen services by making interactions more efficient, accessible, and responsive—while ensuring humans remain in control. From smarter call routing and workforce optimization to multilingual support and data-driven insights, AI helps agencies deliver faster, more consistent service. With human oversight guiding these capabilities, agencies can strengthen trust while improving overall service efficiency.
The IRS needed to handle millions of taxpayer inquiries during peak filing. 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.
Rapid scaling for nationwide Census operations requires the ability to stand up high-performing contact centers at speed and at scale. Success depends on quickly recruiting, training, and deploying thousands of agents while establishing the infrastructure and workflows needed to support time-sensitive government programs. With the right operational readiness, agencies can meet surging demand, maintain service quality, and ensure citizens receive timely, accurate support when it matters most.
Maximus partnered with the CDC to rapidly launch a nationwide, omni-channel contact center that made it easier for millions of Americans to access critical vaccine information and services during the COVID-19 pandemic. Through the CDC-VAX hotline, the solution provided real-time support across phone, text, and digital channels, helping citizens find nearby vaccination sites, schedule appointments, and access additional resources. By combining scalable technology with human-centered service, the effort improved access, reduced barriers, and delivered a high-quality customer experience at a critical moment for public health.
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. Operating in 12+ languages with federal-grade security protocols, we recruited and trained specialized teams to ensure every community could be counted.
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years of service
employees
countries
languages