Innovations in Federal Digital Health Transform Customer Experience and Service Delivery
In this episode of the Clickthrough podcast, host, Hillary Fredrick is joined by Jonathan Shapland, who is Senior Director of Technology at Maximus and Cathy Muha, Senior Director of the Customer Experience Accelerator at Maximus, to learn more about digital health services and what these newer, patient-centric solutions can offer to caregivers and providers alike.
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AI, Insight, and Innovation: The Future of Government Service Delivery
In the third episode of Season 2 of Clickthrough, host Hillary Fredrick is joined by MaryAnn Monroe, Vice President of the Maximus CX Accelerator, and Mike Kuentz, Principal Solutions Architect, to unpack the promise – and the pressure of building a connected citizen-first future through AI, the cloud, and Total Experience Management tools. It’s a fascinating discussion, and one that anyone attending an AWS Summit this summer will definitely want to listen to.
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Agentic AI is Poised to Drive Government Efficiency in 2025
There’s no doubt about it, 2025 is the Year of AI for the federal government. From predictive AI to generative AI there are so many examples of how AI can help federal agencies and workers be more efficient.But have you heard of Agentic AI? Agentic AI, where autonomous AI agents can understand and interpret customers’ questions using natural language and with minimal human intervention, is an easy way for agencies to connect with their end-users to triage and solve common problems. Agentic AI makes services more accessible and makes agency workers more efficient by enabling them to focus on more complex and high-value tasks. Moreover, AI Agents are available 24x7, are infinitely scalable and are consistent and accurate because they run on data driven insights.With the federal government under increasing pressure to modernize service delivery while ensuring efficiency, security, and accessibility. AI-powered agents are emerging as a game-changer, enabling faster, more intuitive, and scalable citizen interactions. But how can agencies successfully integrate AI into their workflows? In this episode of the Clickthrough podcast one of Salesforce’s leading experts in Agentic AI for government, Mia Jordan, joins Mike Raker, Chief Technology Officer at Maximus, and host, Hillary Fredrick to answer that question and discuss how Agentic AI can improve customer experience and drive efficiency in the delivery of government services.
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Department of Defense Increases Investment in Patient Centric Modernization
Investments in constituent experiences (CX) are a key part of agency modernization strategies today across the federal government. But while most of these CX investments are directed towards external end users of agency services, the Department of Defense’s embrace of CX improvements is slightly different. For the DoD, their end user is the warfighter and their family and the need to improve their experience in interacting with the complex bureaucracy has never been more important as part of retention and recruitment goals.While much of the public conversation has focused on access to IT, training, and recognition, one of the other areas in which the DoD is improving CX is in healthcare. Investments in patient centric modernization are rising and in this episode of the Clickthrough podcast on Government Technology Insider, Hillary Fredrick had the opportunity of speaking to Seileen Mullen, former Assistant Secretary of Defense for Health Affairs. Ms. Mullen has spent nearly 30 years within the military healthcare ecosystem and shares her insights on the strategies that are enabling military health agencies to rethink, redefine, and reimagine integrated health services that are critical to warfighter readiness to ensure that customer experience is at the center of innovative care models.During the conversation Mullen shared that our “patients are now the drivers. They get to decide how and when they want to be seen, and not the other way around. It’s no longer about the number of times we get them in the waiting room. It’s about meeting the patients where they are in their lives at the time they need care ... Under My Military Health, which is a comprehensive blend of self-guided care-on-demand and scheduled virtual care and interactive messaging to better manage care plans between medical appointments. Today, we have five pilot sites, and we're rolling them out system wide, beginning in 2025.”
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Clickthrough Season 2: Total User Experience in 2025
Welcome to season 2 of Clickthrough, we are thrilled to raise the bar with the value we deliver in our episodes this year. Subscribe to stay up to date on our latest episodes!About Clickthrough:In this podcast we will focus on solving the key challenges federal agencies face as they work to transform user experiences. Each episode will bring you insightful conversations between leaders in industry and government. In these conversations, we’ll discuss how agencies can use human-centered design and innovative technology to provide exceptional experiences at every level of service delivery.
À propos de Clickthrough: A Total User Experience Podcast
Listen to insights from Maximus experts and guests in technology and customer experience to learn strategies for how to optimize federal service delivery from government to you.
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