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


Saved annually with RPA


Bots in production


Bots planned within the next year

Automating and streamlining previously manual processes delivers results for MAXIMUS.

One program that benefitted from RPA was the MAXIMUS health plan enrollment broker for the state of Michigan where MAXIMUS is responsible for processing tens of thousands of monthly premium payments. Customers request refunds of previous payments. Prior to automation, thousands of premium refund requests had to be manually evaluated, requiring a dedicated team of financial specialists weeks to complete each month. Post-automation, Automation Anywhere bots complete the review and produce the required audit trail in under two days, which enables our highly skilled finance specialists to focus their time on the steps in the process that actually require their critical thinking skills.

Another example of RPA success occurred in the company’s call centers. Prior to automation, supervisors had to manually approve up to 2,000 daily employee requests for work scheduling changes using email and spreadsheets. With the implementation of automation, they could shift their focus back on managing performance instead of doing the housekeeping work. Automation Anywhere bots review the scheduling requests, approve or deny them based on a set of configurable business rules, complete the actual schedule modification in the workforce management system, and provide an output report to call center leadership detailing the results of each record.

Processes automated.

  • Customer facing and back office processes
  • Workforce management
  • Premiums processing
  • Data entry
  • Employee provisioning and de-provisioning
  • Customer intake
  • Document management

Customer overview.

As a leading provider of government services worldwide, MAXIMUS uses its decades of experience to design, develop and deliver innovative and impactful health and human services programs. With offices in six countries, employees answer more than seven million calls at contact centers monthly.

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