MaryAnn Monroe, senior director of customer engagement solutions and services at Maximus’ federal arm, said agencies must ensure visibility and human elements when implementing self-service technologies driven by artificial intelligence. Monroe wrote in an opinion piece published Monday that live representatives remain essential even as more citizens engage with government agencies through digital platforms.Read More »
BenchmarkPortal has granted an award to Maximus Federal in recognition of customer contact services at the government support firm's center in Brownsville, Texas. Maximus said Wednesday it received the "Call Center of Excellence" award, an honor given to firms ranked within the top 10 percent of surveyed contact centers.Read More »
Maximus Federal's Andy Beamon: Agencies Should Understand Differences Between AI, Other Citizen Service Delivery Tools
Andy Beamon, vice president of digital solutions for citizen services at Maximus' federal business, has said federal agencies seeking to transform the delivery of citizen services should understand how robotic process automation, artificial intelligence, bots and cognitive computing differ from one another. “Understanding the differences between them is important as it impacts both the citizens' experience and government agencies navigating the procurement process,“ Beamon wrote in a Nextgov article published Monday.Read More »
Maximus' federal business has obtained a Maturity Level 5 appraisal for its service establishment and management processes under the CMMI Institute's Capability Maturity Model Integration program. The CMMI ML5 designation validates organizations' capacity for process modernization and is the highest rating under the appraisal program, the company said Thursday.