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Federal Tech Podcast: for innovators, entrepreneurs, and CEOs who want to increase reach and improve brand awareness
Federal Tech Podcast: for innovators, entrepreneurs, and CEOs who want to increase reach and improve brand awareness

Ep. 300 From Reactive to Initiative-taking: How Maximus Improves Federal Citizen Services with AI

05 February 2026 23:43 John Gilroy

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About this episode

We began the interview with a startling fact. Maximus' federal systems interface with one in three Americans each year—about 110 million people.

Building on Maximus's broad reach, Pledger says the company's core is designing world‑class digital experiences by starting with the end goal (e.g., veterans' benefits) and using automation, AI, analytics, and omni‑channel outreach.

We have all heard about improvements in systems; today, Pledger offers specifics on how health care can improve. He cites his own 2008 Iraq injury and notes veteran case durations historically ran three hundred to four hundred days; Maximus has reduced that to two hundred to 270 days, but still deems it too long.

Maximus' success is due to its unique ability to leverage AI to drive this transformation. One approach is to partner with companies with vertical-market expertise.

For instance, Maximus partners with Salesforce (CRM) and Genesis (telephony) to respond to complex medical cases. Example: outbound campaigns (text, email, AI‑generated calls) cut lapses; proactive engagement improves experience and reduces call‑center burden.

Maximus is a story about a complex environment being tamed through understanding processes, applying technology, and making the right partnerships.

Connect to John Gilroy on LinkedIn https://www.linkedin.com/in/john-gilroy/

Want to listen to other episodes? www.Federaltechpodcast.com

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