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Modernizing Federal Contact Centers

Fri, 05/01/2026

Federal contact centers sit at the front lines of service delivery, connecting millions of citizens to critical benefits, claims and information.

Federal officials are prioritizing customer experience as a strategic driver to improve accessibility, streamline operations and strengthen trust in government services. At the same time, these environments play an increasingly important role in national security, ensuring continuity of operations, safeguarding sensitive data and maintaining reliable communication during crises.

Hear how leaders from the FBI and Maximus are integrating AI, automation and advanced analytics to modernize contact centers into more agile, secure and mission-ready platforms.

Learn more about:

How agencies are modernizing contact centers without disrupting mission-critical services. Timestamp: 5:09 to 7:20.
How data insights can improve current operations and enable predictive decision-making. Timestamp: 14:55 to 19:35.
How AI and automation are reshaping the customer experience while managing risk and security. Timestamp: 24:34 to 27:32.

Featuring

Evan Davis Executive Managing Director, Federal Growth, Maximus
Evan Davis
- Executive Managing Director, Federal Growth
- Maximus
Evan Davis brings nearly 20 years of expertise in government contracting, specializing in connecting federal agencies with the public through large-scale, high-impact operations. He has overseen major federal programs, including contact centers for 1-800-MEDICARE, the Affordable Care Act’s federal exchange, and the 2020 Decennial Census. Evan’s focus is on leveraging practical technical innovation to streamline massive operations while enhancing constituent services.

Prior to joining Maximus, Evan held leadership roles at General Dynamics, where he provided strategic guidance and leadership for General Dynamics Health Solutions, where he directed efforts in fraud detection and prevention, quality management, system and infrastructure modernization, integrated contact center solutions and services, and data analytics. Evan also served as Senior Director of Analytics and Business Intelligence, where he drove operational improvements for the Health Sector, particularly in programs supporting 1-800-MEDICARE and the Affordable Care Act’s marketplace. Evan’s career also includes a pivotal role at Lockheed Martin, where he managed contact center operations for the Federal Trade Commission’s Consumer Response Center, helping consumers handle issues of identity theft and business malpractice.
Timothy Ferguson Assistant Director Criminal Justice Information Services (CJIS) Division, FBI
Timothy Ferguson
- Assistant Director Criminal Justice Information Services (CJIS) Division
- FBI
Timothy Ferguson is the Assistant Director Criminal Justice Information Services (CJIS) Division at the FBI.