Main navigation COVID-19 Our Markets Core Capabilities Our Insights Our Impact COUNTRY SEARCH MENU THE CITIZEN JOURNEY® Every interaction with your citizens counts 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 programs help you improve the customer experience (CX) across multiple channels. Maximus Core Capabilities The Citizen Journey® 44 million calls annually to support health insurance enrollment for a large federal agency 40,000 people following NY State of Health on social media 5.4 million individuals served per month in the U.S. Connect effectively 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. Engage everyone 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. Improve the experience 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. Contact centers 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 Digital solutions More than ever, governments need modernized solutions to engage citizens through their preferred channels ― online, mobile and social. Maximus Digital Solutions can: Pinpoint unique demographic differences in who’s using various communication channels so you can tailor your efforts Create a strategic plan with policy recommendations, workflow assessments, content and graphic ideas, and methodology for measuring results Determine the best strategy for implementing a robust social media outreach program Develop mobile applications to achieve specific program goals and adapt to the changing needs of participants Provide comprehensive training to help your employees use new media safely and effectively Accessible communications 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 Learn more Content strategy and development Our Center for Health Literacy helps make healthcare information accessible by developing: - A content strategy to establish the goals of communication, identify key messages, and determine the language needed to communicate - Plain language materials at the appropriate reading level for the audience Download our quick checklist for plain language Consumer research and testing 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. CASE STUDY Putting Customer Engagement at the Heart of Employment Services Contact an expert Footer menu Careers Our Insights Maximus Foundation Contract Vehicles Investor Relations Our Company Leadership Contact Us Footer social Twitter LinkedIn YouTube Footer cap Privacy Statement Terms of Use Human Rights Statement Employee Home Copyright (c) 2021 Maximus. All rights reserved.