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MaryAnn Monroe, senior director of customer engagement solutions and services at Maximus’ federal arm, said agencies must ensure visibility and human elements when implementing self-service technologies driven by artificial intelligence. Monroe wrote in an opinion piece published Monday that live representatives remain essential even as more citizens engage with government agencies through digital platforms.
MoreICF has landed a two-year, $11 million contract extension from the Maryland Department of Human Services to continue the provision of customer support services to various programs in a move to help the state's residents secure access to shelter, food and other basic needs.
MoreA Serco Group subsidiary has been awarded a potential 20-year, $1.2 billion contract by the Canadian department of national defense to provide critical site support services at the 5 Wing Canadian Forces Base. The contract has a base value of $556 million over a 10-year period and includes two five-year extensions that would raise the contract amount to $1.2 billion if exercised, Serco Inc. said Wednesday.Â
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