Case Management

• Benefits Administration – We have deep experience in benefits administration for a wide range of government programs, including the intake and processing of applications, eligibility verification, and applying and updating regulatory and policy changes to ensure accurate determinations. We deal with complexities such as analyzing court orders and legal documents, confirming the accuracy of submitted data and forms, and processing claims for the beneficiaries of deceased claimants. Serco is known for standing up highly efficient programs under tight timeframes while ensuring program integrity.
• Business Process Reengineering – Serco’s experts in business process reengineering help to design and implement end-to-end transaction processing to optimize workflow, reduce errors, and enhance automation.
• Cyber Security – Our experts help protect highly sensitive citizen data from intrusions in an evolving threat environment. We implement a zero-trust controls environment with physical, IT, and human security strategies.
• Document and Biometric Scanning – We administer programs that process tens of millions of documents associated with millions of case files and help to automate the extraction of critical data, association with the correct record, and verification of document authenticity.
• Environmental Studies & Analyses – Serco provides a range of environmental organic and inorganic studies and analyses, including field analytical services, air quality monitoring, contract laboratory data validation, and the development of environmental methods. We support our clients with environmental modeling, statistical analysis, database development, laboratory management, and logistics.
• Facilities Management – Serco helps to stand up, upgrade, and maintain facilities required for high-volume case management programs. We apply best practices to handling personally identifiable information (PII), continuity of operations plans (COOP), business continuity plans (BCP), physical security, and government-furnished equipment (GFE). We maintain comprehensive records, including the staff onboarding process, facility incident reports, and visitor logs.
• Fraud Prevention and Program Integrity – We employ a multi-layered approach to ensure that benefits are awarded to the right individual and safeguard taxpayer funds against fraud and abuse.
• Intellectual Property Classification – Serco specializes in the rapid, accurate classification of intellectual property using a team of scientists, engineers, and IP experts combined with AI to identify relevant prior art and enable efficient determinations of the validity of patent claims.
• Intelligent Automation – We use machine learning, natural language processing, and robotic process automation to reduce tedious paper-based work, eliminate avoidable errors, and get the right answers faster. We enable caseworkers to immediately zero in on the most critical issues through intelligent workflow routing and responsive data analytics. By delivering a personalized experience backed by accurate data, the workforce can get answers faster and focus on the quality of interactions.
• IT Support Services – Serco provides comprehensive IT support for technology-enabled case management. Cloud migration enables hybrid or remote workplaces while maintaining high security and quality control levels.
• Quality Management – We continually monitor and improve service quality and provide our clients with advanced performance metrics, frequent user feedback mechanisms, targeted and random quality reviews, and fully transparent reporting.
• Training and Skills Development – We help clients recruit, train, and develop an expert production workforce with the required certifications and proficiency and promote soft skills through targeted training. Our training includes culturally and linguistically appropriate services (CLAS) standards to advance equity, improve service quality, and eliminate disparities in the services we provide.
• Workforce Planning – We help clients assess and predict future workloads to meet an organization’s mission. We measure strategic performance objectives and data to drive organizational performance and accommodate surges in demand while adhering to regulations.

Delivering Customer Benefits

• Reduce total cost of ownership
• Transparency of key performance metrics and outcomes
• Fully auditable program integrity
• Provide citizens with accurate information

Specializing In

• Document intake and classification
• Robotic process automation
• Natural language processing
• Intelligent business process automation
• Secure cloud and agile infrastructure
• Healthcare benefits verification
• Insurance transactions
• Intellectual property
• Retirement benefits processing