Federal 100 winner: Mary Laureno
Director of the Office of Beneficiary Information Services
Health and Human Services Department's Centers for Medicare and Medicaid Services
Laureno oversees the government’s toll-free Medicare call center, which has more than 6,000 customer service representatives. She directed the successful deployment of the Next Generation Desktop program, the foundation of CMS’ Virtual Call Center Strategy. The program provides CMS with the tools to standardize the management of call center operations, thereby reducing costs and improving service.
“Mary Laureno chose to be personally involved in the design and implementation of the Virtual Call Center Strategy vision," said Dave Nelson, director of CMS’ Division of Call Center Systems. “What was once an inconsistent and multicall experience for a beneficiary is now a homogenous process with most inquiries resolved in the first call."