Chief Technology Officer, Maximus
Search every verified Mike Raker interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. In a September 2024 interview, Mike Raker, Chief Technology Officer at Maximus, discussed the role of technology in improving government customer experience. He stated that government services should maximize engagement with citizens and described a transition from traditional methods like phone calls and emails to multimodal engagement including social media and text. Raker emphasized that the industry-government partnership should focus on adapting technologies used in personal lives to better serve citizens. Raker said that as technology accelerates, it is important to consider the desired outcome and how technology can enable better, faster, or cheaper service delivery. He noted that the transition requires both traditional change management and adaptation to new technologies. On measuring results, Raker stated that the ultimate measure of success remains whether citizens received the intended service on time and were served well, while adding that AI-enabled services require additional measures to ensure models are not drifting and are providing the intended feedback.
“Government is in place to serve citizens in all aspects of providing those services. How do we make sure that we can deliver the services that they need and the technology that they want for whatever is necessary?”
“We're transitioning from traditional means like phone calls and emails to multimodal methods of engagement such as social media and text, bringing to citizen-enabled services the same communication tools we use in our personal lives.”
“The technology is there because we use it in our personal lives, but it's also about adapting to what's unique about the government space, including accessibility options and policy aspects that differ from commercial entities.”
“The industry and government partnership is about having conversations to transition the technology we use in everyday lives into how we use them to have the government better serve citizens.”
“As technology continues to accelerate, we must always think back to the outcome we're trying to deliver and how technology is an enabler to do it better, faster, cheaper, reach more people, and have a better outcome.”
“The transition to new technologies requires an equal part of traditional change management and adapting to new technologies that agencies will be using for the first time or at scale for the first time.”
“There is an educational component and feedback loops to ensure that as technology is applied in new areas, we effectively communicate how to use it and, in some cases, how not to use it, especially as AI starts to come in.”
“We still want to make sure that the end outcome we're delivering to citizens is the same regardless of technology: did they get the service, did they get it on time, and were they served well by the overall organization?”
“As we look at AI-enabled services, we need to measure if AI models are drifting and truly giving us the feedback we want, always aiming to ensure the intended outcomes of the service are being delivered as the ultimate measure of success.”
In this interview with Mike Raker, Chief Technology Officer at Maximus, the focus is on leveraging technology to transform ...
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