Maximushas received a $20 million contract from Office for Human Resources Management to provide customer service support for the Postal Service Health Insurance Programwhose market launch is planned for November.

The contact center services provider said Tuesday it will oversee the customer support initiatives of the program, which will provide health insurance to eligible Postal Service employees, retirees and their families starting in 2025.

Under the agreement, Maximus will use OPM’s enhanced customer service platform to manage calls and emails for the program, and the company will assist eligible customers in applying for their insurance benefits.

Maximus will use its own Total Experience Management platform and its advanced telephony, customer relationship management and call quality reporting capabilities. The TXM is a cloud-based technology that combines platforms for communications, customer and employee strategies and microservices such as AI web services, chatbots and the Maximus Intelligent Virtual Assistant.

The Postal Service Health Benefits Program replaces Federal Employees Health Benefits Program coverage for eligible groups.

Larry ReaganSenior Managing Director of Civil Federal Markets at Maximus, said, “The Postal Service Health Benefits Program is an invaluable benefit to the U.S. Postal Service workforce, and Maximus is uniquely positioned to develop this new contact center and customer experience concept with over 30 years of experience working with OPM.”

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