1,783,652
total interactive voice response calls
12
campaigns = 3,212,618 outbound calls
73k
calls in one day
Client Intro
The State of Maryland has had a longstanding relationship with DMI. Prior to the pandemic, DMI had implemented a 24/7 support desk service to the State. This project had delivered a 10% cost savings and visibility into real-time data analytics. When time mattered most, DMI was chosen to develop a cost-effective, people-first approach to meet residents where they were, allowing them to communicate about vaccine distribution through multiple formats.
Challenge
In response to the pandemic, individual States were tasked with the distribution of vaccinations. The State of Maryland required a platform for ALL citizens to get information related to Covid, ask questions, arrange transportation, and get vaccinated. They faced a challenge to manage an immediate, undefined scale of phone calls and data. The right partner would have this capacity, providing technology, staffing and organizational infrastructure. The solution would need to be equitable, scalable, and secure.
Solution
Recognizing the urgency at hand, DMI deployed the GoVax hotline within just two weeks.
“Less about semantics and more about helping people,” this was a true partnership in collaboration. The omnichannel digital solution suite leveraged text, live chat, and phone calls. Integrations included Facebook, WhatsApp, iMessage and SMS.
Real-time, data-driven analytics allowed for agility, iteration, measurement, and refinement of their process and the campaigns built around it.
Technologies and Capabilities
Contact Center Services
Omnichannel Marketing
Data Analytics
Impact
The State of Maryland became a national leader for its vaccination record.
Thanks to its actionable demographic insights, the state was able to make proactive decisions around community outreach by building targeted campaigns to assist the residents most in need.
The “No Arms Left Behind” solution continues to connect citizens with transportation resources and other vital medical information.
And looking ahead, the state is prepared to move with speed, agility and efficiency to meet future medical and health crises.
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.
