Federal 100 winner: Mary Laureno

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."

Featured

  • Cybersecurity

    DHS floats 'collective defense' model for cybersecurity

    Homeland Security Secretary Kirstjen Nielsen wants her department to have a more direct role in defending the private sector and critical infrastructure entities from cyberthreats.

  • Defense
    Defense Secretary James Mattis testifies at an April 12 hearing of the House Armed Services Committee.

    Mattis: Cloud deal not tailored for Amazon

    On Capitol Hill, Defense Secretary Jim Mattis sought to quell "rumors" that the Pentagon's planned single-award cloud acquisition was designed with Amazon Web Services in mind.

  • Census
    shutterstock image

    2020 Census to include citizenship question

    The Department of Commerce is breaking with recent practice and restoring a question about respondent citizenship last used in 1950, despite being urged not to by former Census directors and outside experts.

Stay Connected

FCW Update

Sign up for our newsletter.

I agree to this site's Privacy Policy.