1.7M+
IVR calls handled
475K+
appointments scheduled
3.2M+
outbound calls delivered
Client Intro
State of Maryland needed a scalable solution to support citizen engagement during the COVID-19 pandemic. The state required a platform capable of handling high volumes of inquiries, enabling vaccination scheduling, and providing real-time support across multiple communication channels.
Challenge
Citizen demand surged rapidly, creating pressure on existing systems that were not designed for high-volume, multi-channel engagement. The state needed to manage unpredictable call volumes, provide accurate information, and ensure equitable access to services.
Without a scalable, integrated platform, response times, accessibility, and operational efficiency would be significantly impacted.
Solution
DMI deployed an omnichannel engagement platform enabling citizens to connect through voice, SMS, chat, and messaging platforms. The GoVax hotline was launched within two weeks, providing real-time support and vaccination scheduling.
The solution integrated inbound and outbound campaign capabilities and real-time analytics, enabling continuous optimization of outreach strategies. The platform was designed to meet residents where they were, enabling engagement across multiple communication channels and improving accessibility across diverse populations. This allowed Maryland to scale operations dynamically and improve engagement effectiveness.
Technologies and Capabilities
Omnichannel citizen engagement platform
Inbound and outbound campaign management
Real-time analytics and reporting
Scalable communication infrastructure
Impact
Maryland significantly improved its ability to engage citizens at scale, handling millions of interactions efficiently. High-volume demand was managed seamlessly, including peak days with tens of thousands of calls.
The platform enabled more targeted, data-driven outreach through actionable demographic insights, improving accessibility and engagement across diverse populations.
Real-time insights allowed continuous improvement in engagement strategies, enabling Maryland to respond more effectively to evolving public health needs.
About DMI
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides onsite and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI’s commitment to excellence in service delivery has resulted in dramatic growth, with clients among all fifteen U.S. Federal Departments and hundreds of Fortune 1000 companies.