Clickthrough: A Total User Experience Podcast

About Clickthrough: A Total User Experience Podcast

Listen to insights from Maximus experts and guests in technology and customer experience to learn strategies for how to optimize federal service delivery from government to you.

Publisher

Government Technology Insider

Category

government · technology

Language

en

Explicit

No

First episode

10 Apr 2024

Latest episode

5 Mar 2026

Latest episodes

6 of 22 episodes have a transcript.

1. 

   5 Mar 2026TRANSCRIPT

   The AI Assist: How Artificial Intelligence is Helping Agencies Modernize Service Delivery

   Mike Raker, CTO of Maximus, and Jason Schick, VP of US Public Sector at Genesys, discuss how AI empowers federal agencies to modernize service delivery and meet evolving citizen expectations.

2. 

   3 Mar 2026TRANSCRIPT

   Pathways to Modernizing Citizen Engagement: The Role of AI

   Federal government agencies have found themselves in the middle of a service delivery (https://governmenttechnologyinsider.com/reimagining-service-delivery-in-the-public-sector-and-building-stronger-connections-with-citizens/) revolution driven by generational change and fueled by the power of AI-enabled technology. Long gone are the days when citizens were content to walk into an office to get answers to questions about benefits or government services. Even the days of turning to websites in the hopes of finding the right answers, they are seemingly part of the past too. Today, citizens want to be able to connect with federal government agencies in similar ways that they have become used to interacting with consumer brands: on their terms beyond the nine to five. While government agencies might assume that the solutions they need to deliver this next generation of citizen services might be out of their reach because of constrained budgets, Mike Raker, Chief Technology Officer at Maximus and Jason Schick, Vice President of US Public Sector at Genesys, have good news. Raker and Schick joined The Clickthrough Podcast to share their insights on pathways to modernization for federal agencies looking to improve service delivery experiences for citizens. In part one of the podcast, shared here today, and available on all major podcasting platforms, Raker and Schick unpacked the challenges facing federal government agencies in service delivery (https://governmenttechnologyinsider.com/modernize-the-mission-best-practices-for-using-ai-to-improve-service-delivery/) and looked at how smart investments in the cloud and total experience solutions (https://maximus.com/news-and-events/maximus-genesys-expand-partnership) can address the key issues without breaking budgets.

3. 

   28 Jan 2026TRANSCRIPT

   Data, Design and the Road Ahead: Part 2 of the Digital Transformation for Defense

   Donna Settle, Leslie Beavers, and Mary F. O'Brien explore digital transformation for the defense community, emphasizing the importance of data interoperability, human-centered design, and process changes to leverage new digital tools, in this interview.

Inside a recent episode

The AI Assist: How Artificial Intelligence is Helping Agencies Modernize Service Delivery

Published 5 Mar 2026 · Transcript excerpt

[…] But before I go there, I think that people have had this opinion or this perspective of contact centers for a long time, probably since the beginning of time, that there are really a lightning rod for complaints and problems. And so people tend to think of them in that way, and that's missing a huge opportunity. In the past, there were probably technical limitations that made that the way it was, but now we really do get a chance to have an end -to -end view of the way people are interacting, constituents, customers are interacting with a program via the contact center. And that allows the contact center to function as really like a sensor that can be used for intelligence and ongoing optimization. […]

Who has been a guest on Clickthrough: A Total User Experience Podcast

Names identified in recent episode analyses. Showing up to five guests.

• Mike Raker
• Jason Schick
• Donna Settle
• Leslie Beavers
• Mary F O'Brien

Podcast Authority Score: 11 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

12

Social presence

0

YouTube

0

Engagement

27

Contact Clickthrough: A Total User Experience Podcast

Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.

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