Patni assisted a large service provider to manage its benefit administration process and also
helped plan the huge volume fluctuations in a shorter time frame.
The Client
The client is one of the largest service provider groups based in UK, operating in over 30 countries with more than 40,000 employees.
The Challenge
The client was responsible for handling the requirements of Housing Tax
and Council Tax Benefit processing of a large Government council in UK.
However, as the task involved seasonal fluctuations in demand, the client
faced significant challenges. Some significant challenges included:
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Inability to process huge volumes of benefits administration forms in a
short period of time |
|
Maintaining manpower according to demand |
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Maintaining accuracy, quality and security as processes involved affected the citizens directly, and were confidential in nature. |
To mitigate these challenges and maintain service delivery standards, the client decided to transition its processes to Patni.
The Solution
Patni set up a team of process consultants to map the current processes and subsequently re-engineered the process architecture for delivering the services from an offshore location.
Patni is responsible for:
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Handling challenging decision making processes such as single person discounts, handling refunds, moves / transfers, direct debit authorization for payments and special arrangements for payment in installments for the Council |
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Providing voice based support for the form completion process to the residents of the council. |
To ensure quality, data entered goes through a comprehensive quality check process. Further, to deal with privacy issues associated with the process, Patni deployed a comprehensive confidentiality framework.
Achievements
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Transitioned and moved the process offshore within four weeks |
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Reduced turn-around time for processing forms by 30% |
The Benefits
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Successful management of large variations in volumes without impacting the service levels |
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Continuous improvement using Six Sigma and Patni's quality management system |
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Significant cost reduction, system stabilization and process optimization |
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Increased accuracy level for processing forms from 62% to 94%. |
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