Case Study: the State of Maryland achieves scalable citizen engagement with DMI

State of Maryland launches GoVax hotline in 2 weeks with Digital Management Inc.

The State of Maryland required a scalable solution to manage a massive surge in citizen engagement and provide critical information and vaccination scheduling during the COVID-19 pandemic. Their existing systems were unable to handle the high-volume, multi-channel demand, which threatened response times and equitable access to services. Digital Management Inc. deployed an omnichannel citizen engagement platform to address this challenge.

DMI implemented a solution that enabled citizens to connect via voice, SMS, chat, and messaging, launching the GoVax hotline within two weeks. The platform handled millions of interactions, including 1.7M+ IVR calls and 475K+ scheduled appointments, while its real-time analytics allowed for continuous optimization of outreach strategies. This significantly improved the state's operational efficiency and engagement effectiveness during the public health crisis.

State of Maryland