MAXIMUS RPA Case Study | Automation Anywhere

Design thinking drives rapid, wide-ranging implementation.

MAXIMUS automated various processes, including customer-facing contact centers, back office operations, shared services, and corporate teams tasks. Automation was used for tasks such as expense reporting, employee provisioning, and text message alerts for onboard training. This resulted in annual savings of $2.5M+, with 39 intelligent automations in production and 100 planned within the next year.

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Customer Quote

We want people working to the top level of their training and certification, so the processes we’re automating are the ones that are dragging them down.

David Cowles
Chief Digital Officer

Customer achievements.

Customer Achievements

$2.5M+

Saved annually with automation

Intelligent automations in production

100

Intelligent automations planned within the next year

Automating and streamlining previously manual processes delivers results for MAXIMUS.

MAXIMUS, seeking to leverage emerging technologies for digital transformation, established an intelligent automation team. By cataloging and analyzing automation opportunities, the team identified benefits for customers and shareholders. One successful automation implementation involved the MAXIMUS health plan enrollment broker in Michigan. Prior to automation, manual evaluation of premium refund requests took weeks. Now, intelligent automations complete the review and produce an audit trail in under two days. Automation also streamlined the approval process for work scheduling changes in call centers, enabling supervisors to focus on performance management. MAXIMUS estimates that automation has already saved over $2.5 million annually, with further benefits expected in the future.

Processes automated.

Customer facing and back office processes
Workforce management
Premiums processing
Data entry

Employee provisioning and de-provisioning
Customer intake
Document management

On track to double the number of automated processes next year.

MAXIMUS is actively reviewing business processes for automation opportunities, using attended intelligent automations to assist CSRs and quality-control staff. Over 60 intelligent automations are in the delivery cycle, with over 100 expected in production next year.

Customer Quote

When it comes to opportunities to introduce automation into our business, we’ve barely scratched the surface and we are already seeing positive results.

Dan Biernacki
Vice President, Digital Solutions