Maximus has launched an updated version of its customer experience platform, Total Experience Management, powered by Amazon Web Services.
Originally released in 2024, Maximus TXM gives agencies a single, FedRAMP-authorized solution to modernize CX. In partnership with AWS, Maximus uses services such as Amazon Bedrock, Amazon Lex and Amazon Textract to support intelligent document processing, AI-assisted interactions, topic mining and sentiment analysis. The platform is designed to help agencies improve mission delivery and gain actionable insights.
Federal agencies using Maximus TXM are already seeing faster service delivery, greater efficiency and more value for leadership, according to Maximus Chief Digital and Information Officer Derrick Pledger.
“The integration with AWS further strengthens our leadership position in federal customer experience (CX) – helping agencies harness the full potential of emerging technologies,” he said. “By ensuring agencies deliver the right services to the right people at the right time, we are supporting their goals and reshaping the future of government engagement.”
Maximus TXM uses modular, cloud-based technology to help agencies modernize customer experience. Already used at agencies like the Office of Personnel Management, TXM is tailored to each agency’s needs, helping automate operations, boost readiness and support mission delivery through outcome-based contracts, the company said.
The Maximus-AWS collaboration has delivered significant value to federal agencies, including the Department of Veterans Affairs, the company said. A proprietary AI-powered system developed through Veterans Evaluation Services transformed manual claims reviews into a fast, scalable digital process that is now also improving outcomes at the Centers for Medicare & Medicaid Services.
“Collaborating with AWS is one aspect of our innovation ecosystem and unique delivery model that Maximus has utilized to build solutions and leverage leading technologies, such as AI, to bring speed and value while meeting mission challenges,” said Mike Raker, Maximus chief technology officer. “At Maximus, our leaders have simplified, standardized, and customized solutions enabling agencies to scale quickly with a focus on leveraging industry leading, commercial off-the-shelf software and outcome-based contracts.”