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.
Caswell emphasizes that contact centers are no longer just transactional hubs for answering questions—they are central to mission delivery. Every interaction represents an opportunity to either build or erode public trust. When citizens reach out, they expect timely, accurate, and seamless service. That expectation has only increased as people grow accustomed to high-quality experiences in the private sector. For government agencies, meeting those expectations is no longer optional—it’s essential.
One of the most significant shifts Caswell highlights is the move toward multi-channel engagement. Citizens today may begin an interaction through a phone call but expect to complete it through digital channels like text or email. This continuity is key to reducing friction and ensuring that individuals don’t have to repeat themselves across multiple touchpoints. Without that orchestration, agencies risk creating fragmented experiences that frustrate users and undermine efficiency.
Beyond service delivery, Caswell points to another critical function of contact centers: data collection and insight generation. These centers provide agencies with real-time visibility into emerging issues. For example, a sudden spike in calls related to a specific product or region could signal a broader public health or safety concern. This kind of early warning capability turns contact centers into strategic assets, not just operational tools.
Caswell also addresses the risks of disjointed contact center strategies. When agencies operate multiple, uncoordinated systems, citizens often encounter inconsistent experiences, and critical information can fall through the cracks. This lack of cohesion not only degrades service quality but also limits the agency’s ability to gather meaningful data and measure outcomes effectively.
Looking ahead, Caswell acknowledges the transformative role of artificial intelligence. Over the next five years, he expects AI to handle more routine, administrative interactions, freeing human agents to focus on complex cases that require empathy, judgment, and nuanced understanding. However, he is clear that human interaction will remain indispensable. The combination of AI efficiency and human insight is what will ultimately drive superior outcomes.
Caswell envisions a future where technology enhances—not replaces—the human element. AI can assist agents in real time, correcting errors, providing prompts, and ensuring more accurate responses. This hybrid model has already demonstrated impressive results, with some contact centers achieving customer satisfaction rates as high as 96%.
At its core, Caswell’s message is straightforward: successful contact center modernization starts with the mission. Agencies must design their strategies around improving citizen outcomes, not just implementing new technology. When done right, contact centers become powerful engines for trust, efficiency, and mission success.
Using Data and AI to Transform Citizen Services
Agencies today face a dual challenge—reducing costs while simultaneously improving service quality. Historically, these objectives were seen as competing priorities. Davis argues that modernization changes that equation. By identifying inefficiencies—such as repeat calls, unnecessary transfers, or misdirected inquiries—agencies can eliminate waste while also improving the citizen experience.
A key driver behind rising expectations is the private sector. Consumers are accustomed to seamless, intuitive service in their everyday interactions, and they bring those expectations with them when engaging with government. While the public sector operates under different constraints, Davis points out that it can benefit from lessons already learned in the commercial space, accelerating its own modernization journey.
Central to Davis’s argument is the growing importance of data. Contact centers are now producing vast amounts of both quantitative and qualitative data, including call transcripts, sentiment analysis, and behavioral insights. This represents a dramatic shift from the past, when agencies could only track basic metrics like call volume and duration.
However, more data is not automatically better. The real value lies in prioritization. Agencies must identify the most common reasons citizens are reaching out and focus their efforts there. Often, a small number of issues account for a large percentage of interactions. Addressing those high-impact areas can significantly improve both efficiency and satisfaction.
Davis also highlights the importance of integrating data across channels. Historically, contact center data existed in silos, separate from website analytics or other customer experience data. Today, advanced analytics and AI tools make it possible to combine these data sources, providing a more complete view of the customer journey and enabling more informed decision-making.
One of the most promising developments Davis discusses is predictive service delivery. By analyzing patterns in data and incorporating feedback from frontline agents, agencies can anticipate citizen needs before they escalate into problems. For example, proactively providing status updates on applications can reduce anxiety and eliminate unnecessary calls. Simple changes—like offering automated weekly updates via text—can dramatically improve trust and reduce workload.
Finally, Davis points to a broader shift in how agencies partner with industry. Rather than managing every aspect of service delivery, agencies are increasingly turning to managed service models focused on outcomes. This approach allows contractors to bring in the best tools and practices while being held accountable for achieving measurable results, such as cost reduction and improved customer experience.
Davis’s message is pragmatic and forward-looking: modernization is not about adopting technology for its own sake. It’s about aligning tools, data, and partnerships around clear mission goals. Agencies that take this disciplined approach will not only operate more efficiently but will also deliver the kind of responsive, high-quality service that citizens now expect.