Case Study: Serco boosts case-management efficiency and deploys a digital workforce with Tungsten Automation

Serco Deploys a Digital Workforce to Boost Case Management Efficiency for a Major US Federal Agency

Serco, a global leader in government case management, was contracted to perform eligibility verification for millions of consumers using HealthCare.gov. The work required processing tens of millions of document pages each year under tight SLAs and a fixed-price contract, with seasonal volume spikes that previously forced costly, time‑consuming mass hiring to meet demand without sacrificing accuracy or consistency.

Serco partnered with Kofax to build a digital workforce using intelligent document capture (Kofax Capture, VRS Elite, Transformation) and Kofax RPA to automate data extraction, classification, search/retrieval, and routine adjudication tasks. The solution triages work to robots or humans, analyzes some 40 million document pages automatically, and runs as many as 300,000 automated processes per month—saving roughly 100 full‑time hires during peaks, cutting average task time to about four minutes (up to 4x faster than manual), and improving consistency and accuracy so Serco can meet SLAs without large seasonal hiring.

Serco

Nathaniel Palmer

Director of Solution Architecture