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Case Management

Serco delivers digital transformation in case management in support of our Federal government customers. We design and support high profile, transformative programs that handle millions of records, shorten cycle times, reduce errors, and dramatically improve citizen satisfaction.

As a market leader in case management, Serco is supporting government customers to transition to the era of digital government services, combining high levels of efficiency and quality customer service with a human touch.

Today government agencies are expected to meet ever higher expectations for convenience and responsiveness from citizens, while remaining fully compliant with complex regulations. They also need to deliver these services within very tight budget parameters.

Serco’s document management experts understand how to align people, processes, and technology to achieve our customers’ goals. As experts in digital government services, we have assisted our customers to transition from paper-based to electronic record keeping, and developed electronic case management systems to provide pre-adjudication support and fraud detection.

Our expertise spans from highly technical expertise required to accurately process patent applications to supporting the enormous expansion of healthcare availability under the Affordable Care Act. We provide full life-cycle support for e-document conversion, digital mail, and records management required to successfully execute large-scale programs and comply with all applicable regulations.

Key Facts

  • We process millions of documents annually through our case management system, with over 3,000 staff who assist consumers seeking US federally facilitated healthcare coverage.

  • We are responsible for processing, analysing, and classifying 350,000 patent applications a year, allowing the US to lead innovation.

  • We support 4.5 million US Federal government employees to feel more secure about their retirement plans.