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By taking a human-centered design approach, view your agency’s services as your customer would and identify the most troublesome problems and burdens, advises Maximus’ MaryAnn Monroe. She shares more tips with The Federal Drive’s Tom Temin.
When it comes to employee customer experience, it’s critical to take a lifecycle approach, says Maximus’ MaryAnn Monroe. From before day one to their last day, “everything that happens in between is that employee’s experience with a company or agency.”
Having data at your fingertips only matters if it’s the right data at the right moment. In an exclusive Federal News Network survey, we ask feds about their agencies’ efforts to turn data into actionable intelligence that can lead to better services.
Labor leaders called on the Biden administration to investigate the workplace practices of federal contractor Maximus, claiming the company systemically prevents call center staff, who are predominately Black and Latina women, from advancing their careers.
Whether your agency has just begun to evaluate its cloud options or it’s moving full steam into the cloud. The STORM framework — stabilize, transform, optimize, refactor, mature — offers a migration success strategy.
How do the efforts of the last several years translate into a multi-channel, data-driven and successful customer experience? During this exclusive webinar, moderator Jason Miller will discuss the digital front door and customer experience strategy and initiatives with agency and industry leaders.
When people go online to get information, their expectations have been set by their daily activities. For most, that involves going online and purchasing items for retailers who have developed entire businesses around providing a positive, digital experience.
During this exclusive webinar, moderator Jason Miller will discuss how data-driven insights and automation can improve customer experience with agency and industry leaders.
As agencies build on the foundation created by the Biden administration to improve customer experience, what needs to happen next? We get insights from a former fed who now develops government experience strategies.
Increasingly, agencies’ core missions require bringing in information, exchanging information or providing information. That requires creating excellent customer experiences. A CX expert shares how to make those engagements seamless.
For years, the discussion around federal IT modernization has focused on the technology aspect, as agencies put in maximum effort to keep pace with the speed of innovation.
For many agencies, the shift to a modernized approach to contact center operations is only just getting underway.
Tom Romeo at MAXIMUS joined host John Gilroy on this week's Federal Tech Talk to discuss how Robotics Process Automation can save federal agencies time in data collection and reduce human error.
Like all new presidents, Donald Trump has promised much. Like his predecessors, he and his team will soon find out that to carry out its ideas, an administration has to pay attention to basic management realities. Tom Romeo, general manager of the U.S. federal services segment of Maximus, has spent 30 years on the contracting side of federal initiatives. He offers his take on Federal Drive with Tom Temin.