{"id":"F1303191948","name":"MAXIMUS Cloud","provider":"MAXIMUS Inc.","providerSlug":"maximus-inc","status":"FedRAMP Authorized","impact":"Moderate","authType":"JAB","authDate":"2022-02-16","serviceModel":["IaaS","PaaS","SaaS"],"deployment":"Government Community Cloud","businessFunctions":["Collaboration","Customer Relations Management (CRM)","Customer Service","Cybersecurity & Risk Management"],"assessor":"Coalfire Systems, Inc.","assessorId":"138514","smallBusiness":false,"website":"https://maximus.com/technology-consulting-services","description":"Maximus Cloud is a FedRAMP Authorized multi-tenant Private and Government Community Hybrid Cloud designed exclusively for use by government customers only. Built to meet government compliance and security requirements, our managed Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and Software-as-a-Service (SaaS) portfolio of solutions are hosted, managed, secured, and monitored to provide the highest scalability, reliability, and availability of mission-critical systems and services. Our FedRAMP Authorized services include: \r\n\r\n•\tMaximus Amazon Connect Platform (MACP): Enterprise-class omnichannel cloud contact center solution. \r\nThe Engagement Platform leverages Amazon Connect technology to provide an optimized citizen engagement experience that enables citizens to communicate with your agency across all channels – including voice, email, SMS and web chat. The Amazon Connect Platform also provides key additional modular features such as workforce management, recording and quality management, analytics, AI and a robust reporting framework.\r\n•\tMaximus Enhanced Reporting (SKPI): Solution providing insights to customer service\r\nSoftware-as-a-Service (SaaS) Total Customer Experience solution powered by SuccessKPI that uses AI and machine learning to provide key insights on customer service experiences over text and audio. The platform uses speech recognition and natural language understanding (NLU) to analyze conversations between customers and agents in real-time. With omni-channel capabilities, SuccessKPI brings together information from every customer point of contact to provide comprehensive datasets for improving the consumer experience. \r\n•\tMaximus Robotic Procedure Automation (RPA): Solution to automated tasks\r\nPlatform-as-a-Service (Paas) solution powered by Automation Anywhere that uses a web-based management system that uses a control room to run automated tasks that combines traditional Robotic Process Automation (RPA) with cognitive elements like Natural Language Processing (NLP), reading unstructured data, and machine learning capabilities.\r\n•\tMaximus Life X Improve Digital Testing (LXI): Solution to screen and reduce risk of individuals at risk of suicide\r\nPowered by MindX Sciences is an easy-to-use tool that can identify individuals at risk for suicidality and provide personalized risk-reduction and life improvement strategies. Based on the Niculescu Convergent Functional Information for Suicidality Scale (CFI-S), the test does not ask about suicidal ideation, making it suitable for non-clinical settings such as large organizations or educational settings. The test's validity and reliability have been validated through published studies in scientific and medical journals. Additionally, clinicians can use the test for a nominal yearly fee to reduce suicide risk in their patient population, with a CPT code for clinical use available. Overall, the SX Prevent test is an innovative approach to suicide prevention that can support individuals at risk and may prove beneficial in various settings.\r\n•\tMaximus Digital Experience Hub (DXHub): Solution for hosting web applications and microservice based applications.\r\nEnterprise-class platform for hosting web applications and microservice based applications.  DXHub is a cloud-native solution powered by kubernetes (EKS) running containerized workloads in either single or multi-tenant configurations.  DXHub has DevOps intrinsically built into it, allowing for the rapid and frequent rollout of incremental application code releases.  DXHub helps government deliver modern and fault tolerant applications to citizens by reducing their total cost of ownership; increasing the speed to production for application releases via reusable web application templates; the rapid delivery of enterprise application workloads. \r\n•\tOpenText XMedius (Fax): Solution for receiving digital fax\r\nOpenText XMedius is a fax solution. This increases the functionality for agencies looking to include fax communication with agency customers.\r\n•\tNexTalk TTY (TTY): Solution for handling TTY (teletypewriter)\r\nNexTalk is a TTY solution. This increases the functionality for agencies looking to support the hearing impaired with agency customers.\r\n•\tMaximus CodeShuttle: \r\nEnterprise-class CI/CD pipeline automation platform. CodeShuttle is a cloud-native solution hosted on Kubernetes (EKS) that provides an open-source framework-as-a-service to automate build, test, and deploy pipelines across multiple cloud and on-premises environments. Built around an \"Everything as Code\" model, it delivers automated code quality checks, security scanning, multi-platform deployment support, configuration management, and artifact lifecycle management. The platform provides standardized CI/CD patterns with support for AWS and Azure, and assures products the capability to deploy solutions within federal boundaries.\r\n•\tMaximus Intelligent Document Processing (IDP): Solution to automate document image processing\r\nIDP is a serverless, multi-tenant AWS SaaS solution that automates the extraction and processing of data from various document types. Key capabilities include:\r\nAI-Powered Classification – leverages Amazon Bedrock with Claude AI for intelligent document categorization\r\nAdvanced Text Extraction – employs Amazon Textract for OCR of both printed and handwritten text\r\nMulti-Language Support – processes documents in English and Spanish\r\nConfidence-Based Routing – automatically routes low-confidence extractions to human review\r\nSecure Multi-Tenancy – provides isolated processing storage for multiple agencies\r\nRESTful API Integration – enables seamless integration with existing systems\r\nAudit Trail Compliance – maintains comprehensive logging for regulatory requirements\r\nScalable Architecture – serverless design of processing components ensure automatic scaling based on demand\r\n•\tOneReach (ONR): Solution to use AI to automate tasks, build collaborative digital agents, and monitor customer experience.\r\nA solution which includes:\r\nAdvanced Data Analytics: OneReach provides robust data analytics tools that help Maximus gain insights into service performance, customer satisfaction, and operational efficiency. This enables data-driven decision-making and continuous improvement.\r\nAutomation and AI: With OneReach's automation and AI capabilities, Maximus can streamline processes, reduce manual tasks, and improve accuracy. This includes automating routine tasks, enhancing customer interactions with AI-driven chatbots, and optimizing workflows.\r\nCloud Integration: OneReach offers seamless cloud integration, allowing Maximus to leverage cloud-based solutions for scalability, flexibility, and cost-efficiency. This ensures that services can be accessed and managed from anywhere, enhancing accessibility and responsiveness.\r\nEnhanced Security: OneReach provides advanced security features to protect sensitive data and ensure compliance with regulatory standards. This includes encryption, secure access controls, and continuous monitoring to safeguard information.\r\nCustomer Experience Management: OneReach's tools help Maximus improve customer experience by providing personalized and efficient service. This includes tracking customer interactions, analyzing feedback, and implementing improvements to enhance satisfaction.\r\nCollaboration Tools: OneReach offers collaboration tools that facilitate communication and teamwork within Maximus. This includes project management software, communication platforms, and document sharing solutions to enhance productivity and coordination.\r\n•\tKore.ai (Kore): Solution to use AI to automate Contact Center tasks, streamline work procedures, and other processes.\r\nAI for Service\r\nAutomate and elevate customer interactions across voice and digital channels with solutions such as the Kore.ai Voice Gateway, Contact Center AI (CCAI), Agent Assist, Quality Management & Compliance, and Campaigns.\r\nAI for Work\r\nEnhance employee productivity and streamline workflows with AI Assistants, orchestration capabilities, and prebuilt agents for enterprise search, ITSM, HR, and recruitment.\r\nAI for Process\r\nAutomate knowledge-intensive business tasks to improve compliance, reduce reliance on human experts, and ensure consistency at scale.\r\nAgent Platform\r\nA multi-agent orchestration infrastructure enabling enterprises to design, deploy, and manage sophisticated agentic applications. Businesses can customize agent autonomy — from guided to fully autonomous systems — to meet diverse needs.\r\n","logo":"https://www.fedramp.gov/assets/img/logos/CSP_logos/Maximus%20Logo2.png","inMarketplace":true,"agencies":["22-037","22-022-01","22-005-09","22-005-04","22-062"],"reuseCount":4,"leverages":["AGENCYAMAZONEW","FR2218073444","FR1728351539","FR2131856836","FR2414158717","FR2102652499","FR2003061248","FR1919071020A","F1305072116","FR1814276801"],"leveragedBy":["FR1728351539"],"timeline":[{"date":"2014-08-18","to":"JAB Review","certType":"Rev5"},{"date":"2022-02-16","to":"FedRAMP Certified","certType":"Rev5"}],"cr26":{"type":"Rev5","ocrOverdue":false,"valid":true,"findings":[{"level":"warning","message":"no UEI number; include it if you have one","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no business category listed","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no trust center link; CR26 requires one with access instructions","rule":"CDS-CSO-UTC"},{"level":"warning","message":"no link to secure configuration guidance","rule":"SCG-CSO-RSC"},{"level":"warning","message":"no next Ongoing Certification Report date","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no service list; CR26 requires the services in scope","rule":"CDS-CSO-SVC"},{"level":"warning","message":"no documentation overview (repositories) listed","rule":"CDS-CSO-PUB"}],"assessor":"Coalfire Systems, Inc."},"sponsor":"22-037","trustCenterCheck":null}