MAXIMUS, a leading provider of consulting, systems solutions and operations management primarily to government, announced today that the Center for Customer-Driven Quality at Purdue University has recognized the MAXIMUS Massachusetts Health Benefits Customer Service Call Center as a "Certified Center of Excellence," ranking among the top ten percent of 20,000 call centers evaluated.
February 15, 2005 - MAXIMUS (NYSE: MMS), a leading provider of consulting, systems solutions and operations management primarily to government, announced today that the Center for Customer-Driven Quality at Purdue University has recognized the MAXIMUS Massachusetts Health Benefits Customer Service Call Center as a "Certified Center of Excellence," ranking among the top ten percent of 20,000 call centers evaluated. The MassHealth Customer Service Call Center award certification followed a rigorous review by Benchmark Portal, custodian of the Center for Customer-Driven Quality best practices and the repository of the world's largest database of call center operations and management.
The Center for Customer-Driven Quality and Benchmark Portal provide thought leadership in customer service operations. To earn the Center of Excellence designation, call centers must meet objective, quantitative criteria and pass audits conducted by Benchmark Portal researchers. Key performance indicators for successful call center performance in customer service include operational efficiency, service level standards, process management, customer satisfaction, leadership resources and employee training. Lynn Davenport, Chief Executive Officer of MAXIMUS, commented, "The MassHealth Customer Service Call Center earned this prestigious certification as part of MAXIMUS's ongoing commitment to quality service and customer care practices. This certification underscores our dedication in providing comprehensive customer service for MassHealth Medicaid recipients. I applaud our team's efforts in helping MAXIMUS achieve this important recognition."
Since 1998, MAXIMUS has operated the MassHealth Customer Service Center, under the Executive Office of Massachusetts Health and Human Services Office, providing customer service, enrollment broker and non-emergency transportation services to the 950,000 MassHealth recipients. Dr. Jon Anton, Director of Research for BenchmarkPortal, noted, "The achievement of the Center of Excellence Certification from Purdue University's Center for Customer-Driven Quality represents a contact center's commitment to delivering customer service that is both effective and efficient. It is the culmination of initiatives that were undertaken to achieve sustainable service excellence. We congratulate MAXIMUS and its MassHealth Customer Service Call Center."
MAXIMUS is one of America's leading government services companies devoted to providing consulting, health and human services program management, and information technology services. The Company has approximately 5,200 employees located in more than 220 offices in the United States, Canada, and Australia. In 1999, 2001, and 2002, MAXIMUS was selected by Forbes Magazine as one of the Best 200 Small Companies in America for that year. MAXIMUS was selected by Business Week Magazine as one of the 100 Best Hot Growth Small Companies in 1999, 2000, 2001, and 2002. Additionally, MAXIMUS is included in the Russell 2000 Index and the S&P SmallCap 600 Index.
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com For additional information contact: Susan Hampton BenchmarkPortal, Inc. SusanHampton@BenchmarkPortal.com Statements that are not historical facts, including statements about the Company's confidence and strategies and the Company's expectations about revenue, results of operations, profitability, future contracts, market opportunities, market demand or acceptance of the Company's products are forward-looking statements that involve risks and uncertainties. These uncertainties could cause the Company's actual results to differ materially from those indicated by such forward-looking statements and include reliance on government clients; risks associated with government contracting; risks involved in managing government projects; legislative changes and political developments; opposition from government unions; challenges resulting from growth; adverse publicity; and legal, economic, and other risks detailed in Exhibit 99.1 to the Company's most recent Quarterly Report on Form 10-Q filed with the Securities and Exchange Commission (file number 001-12997).
CONTACTS: Lisa Miles Investor Relations 1-800-MAXIMUS x11637 Rachael Rowland Public/Media Relations 1-800-MAXIMUS x11688