The Federal Focus: Modernizing Government Call Centers for Better Citizen Experience

john@fedgovtoday.com (Fed Gov Today) — Mon, 20 Apr 2026 20:59:50 GMT

Presented by Maximus

The Federal Focus explores how federal agencies are rethinking customer experience through the modernization of contact centers, blending human interaction with emerging technologies like AI. In conversations with Maximus CEO Bruce Caswell and Executive Managing Director Evan Davis, the program highlights the evolving role of contact centers as mission-critical infrastructure, not just service channels. From building public trust and improving service outcomes to leveraging data and predictive insights, both segments emphasize a shift toward outcome-based strategies, integrated service delivery, and smarter use of technology. The discussion underscores a central theme: agencies that align technology, data, and human expertise around mission outcomes will be best positioned to deliver efficient, high-quality citizen services in the years ahead.