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Thomas Romeo

Thomas Romeo is president of MAXIMUS Federal Services.
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The Pressure to Improve Service Is Only Going to Increase

October 17, 2016 Over the past several years, there’s been a renewed effort to improve the experience citizens have when they interact with government agencies. This has been driven by presidential mandate, agency leadership, digital innovation, and industry support as well as consumer demand. Some may wonder if this is really such a...

How We Can Fix the VA Appeals Process

April 14, 2016 Earlier this year, Secretary of Veterans Affairs Bob McDonald called for a massive overhaul of the veterans’ benefits appeals process, calling it “cumbersome,” “clunky,” “antiquated” and “confusing.” According to its highest official, the VA appeal process is failing our nation’s veterans. It is difficult to disagree with Secretary McDonald’s assessment....

Enhancing the Citizen Journey Is a Government Imperative

January 14, 2015 As websites, 24/7 customer support, mobile apps and other tools open up convenient options for people to interact, the collective expectation for customer service has changed. Whether we are communicating with work associates or friends and relatives, transacting business, gaming or streaming online content, real-time access to information and services...

Commentary: Looking Ahead to Obamacare's Day 2

September 26, 2013 FROM NEXTGOV arrow With only a few days remaining until Oct. 1 -- the first major deadline of President Obama’s Affordable Care Act -- federal and state agencies are busy orchestrating a complex series of tasks needed to launch online insurance exchanges and marketplaces. The to-do list is as dynamic as the community...

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