Xerox 2012 Annual Report Download - page 22

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20
Business Process Outsourcing: 57%
Document Outsourcing: 31%
Information Technology Outsourcing: 12%
Services Segment
Our Services segment comprises three service offerings: Business
Process Outsourcing (“BPO”), Information Technology Outsourcing
(“ITO”) and Document Outsourcing (“DO”). We provide non-core,
mission-critical services that our clients need to run their day-to-day
business. These services help our clients simplify the way work gets
done, giving them more time and resources to allocate to their core
operations, respond rapidly to changing technologies and reduce
expenses associated with their business processes and information
technology support.
Business Process Outsourcing
We are the largest worldwide diversified business process outsourcing
company, with an expertise in transaction-intensive offerings tailored
for several industries. BPO represented 57 percent of our total Services
segment revenue in 2012. Our services include:
• Government Healthcare Solutions: This business serves state and
federal-funded government healthcare programs. We provide
a broad range of solutions, from processing Medicaid claims to
pharmacy benefits management, clinical program management,
supporting health information exchanges, eligibility application
processing and determination, delivering public and private health
benefit exchange services and care and quality management. We
have been delivering these systems since 1971 and we apply our deep
knowledge of the Medicaid system, along with technological advances,
to simplify and automate transactional-intensive processes. As a result,
we are uniquely positioned to capitalize on the opportunities that
healthcare reform is presenting.
Services Revenue Mix
• Healthcare Payer and Pharma: We deliver administrative
efficiencies to our healthcare payer clients through our scalable and
flexible transactional business solutions, which encompass both our
global delivery model and domestic payer service centers. Services
include data capture, claims processing, customer care, recovery
services and healthcare communications. No competitor has
offerings in all of these areas.
• Healthcare Provider Solutions: We provide consulting solutions,
revenue cycle management and application services that
are customized to meet the varying and changing needs of
healthcare providers. We serve every large health system in the
United States, with contracts in all 50 states. We also help our
clients improve care through an analytics solution designed
to provide clinical staff information.
• Human Resources Services (“HRS”): From actuarial expertise
to a full range of human resources consulting – from employee
service centers to learning, retirement, health and welfare
services – HRS delivers game-changing, innovative solutions that
enable our clients to focus on their business. We differentiate
ourselves around two themes of innovation: engagement and
enablement. We help HR departments engage employees
as individuals by communicating to them with personalized
messages and enabling employees to get smarter about
managing their own health, wealth and career outcomes.
• Financial Services: We provide finance and accounting services
for any industry – from accounting to billing to procurement to
accounts payables and receivables to tax management. In addition,
we provide outsourcing of financial aid and enrollment office
operations for colleges and universities and back-room functions
such as customer services, transaction processing and mailroom
operations for the financial services industry. We have a deep
understanding of what drives the customer and we move beyond
simply driving down costs.
• Customer Care: Xerox is the largest domestic customer care
provider to the wireless telecom industry. We have years of
experience in providing customer care services that improve our
customers’ productivity, efficiency and customer retention in
telecommunications as well as a variety of other industries. Our
customer care offerings include: customer service, sales, technical
support, transaction processing, fulfillment and managed mobility
services, among others.
• Retail, Travel and Insurance: We provide technology-based
transactional services for retail, travel and non-healthcare insurance
companies. We handle their data entry, mailrooms, imaging input
and hosting, call centers and help desks with targeted industry focus.
• Transportation Solutions: We provide revenue-generating
solutions in over 30 countries. Our solutions include fare collection,
toll and parking solutions and monitoring of red light cameras. We
Our Business
57%
31%
12%