Mike Raker on customer experience
From Mike Raker, Chief Technology Officer at Maximus on Fed Gov Today · · Fed Gov Today
“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?”
On , Mike Raker, Chief Technology Officer at MAXIMUS INC, spoke about customer experience during Mike Raker, Chief Technology Officer at Maximus on Fed Gov Today on Fed Gov Today.
About Mike Raker
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.