During the pandemic, it was critical that everyone had access to accurate information about the COVID-19 virus and the availability of the new vaccine. The Centers for Disease Control and Prevention (CDC) needed to efficiently and effectively onboard surge agents to the program and scale its intelligence virtual response technology with a minimum impact to the expected level of customer service. To achieve this, the CDC partnered with Maximus to improve service delivery and provide the public with equitable access to essential health services and information.

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To deliver equitable access to essential services the CDC launched a national call-in system called CDC-INFO. This contact center provided an agile and scalable solution with proven omnichannel, automation, and messaging solutions to delivery a human-centered experience giving citizens real-time access to local vaccine services and general information about COVID-19. However, what soon became apparent was that not everyone who wanted the vaccine could get one. To provide more equitable access to health services, the CDC took constituent data from CDC-INFO to create additional services that would allow underserved communities to better access vaccine services and information.

In a recent podcast, MaryAnn Monroe, Maximus’s Senior Director of Total Experience Solutions and Services, explained how taking a “digital first, not digital only” approach allowed the CDC to create services that more completely serve the public. “We always have to keep in mind that one solution isn’t for all,” she said. “Designing solutions from the beginning with populations that may not be the norm in mind, and ensuring those users are represented, is absolutely paramount.”

To learn more about how CDC-INFO provided the public with equitable access to essential health services and information, read the success story here.