Surge support services to help our clients manage volume increases.
When the wave comes, we're ready. Maximus provides surge support services to help our clients manage expected and unexpected volume increases.
To support volume spikes, Maximus efficiently trains and deploys teams to answer questions about emerging topics. Agents are supported by a comprehensive knowledge base, updated in real-time.
The team size scales according to demand, for as long as needed. Wherever possible, resources are redeployed to other projects as the need for the surge support declines over time.
Maximus provides surge support during BC natural disasters including floods and wildfires. Our agents, supported by a continually updated Knowledge Base, help people displaced by these events find temporary housing, access funding for shelter, and other necessities. We are proud to ensure these people have one place to call for information during a very difficult time.
Maximus provides surge support to beneficiaries of the Ontario Drug Benefit program throughout the benefit renewal period. A base service is provided throughout most of the year which provides enrolment, account update, and claims service. During the benefit renewal period, the staff increases by 30% for 4 months.
Maximus provides surge support to Elections Canada during federal elections, serving over 170,000 Canadians looking for information on how and where to cast their vote within a six-week period.
Maximus has supported relocation efforts of people displaced by war and natural disasters abroad. For example, a new queue was implemented and staffed with trained agents within a 24-hour period to support people arriving from Ukraine at the start of the war. Our Knowledge Base was updated in real time as questions arose and answers were found. This was a true collaboration between Maximus and multiple levels of government as we helped these people settle into their new surroundings, including offering real-time interpreter services for those people who did not speak English.
Download our smart sheets to learn more about surge support at Maximus Canada
Smart sheet: Surge Support
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