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Case Study

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


RPA-Executed Processes Performed in One Month

40 Million

Document Pages Automatically Analyzed and Classified

5 Million

Cases Successfully Adjudicated Each Year

Serco assists millions of consumers each year through case-management efforts which involve the intake and processing of tens of millions of documents and hundreds of millions of data records. By applying automation at key points, Serco is today able to triage casework components into parts that can be fully or partially automated, separating parts which require more highly skilled knowledge workers. This capability has allowed Serco to drive far greater efficiencies without compromising quality or accuracy.

“Serco uses the Kofax intelligent automation platform, leveraging Robotic Process Automation (RPA), Intelligent Document Capture, as well as Process Intelligence components to make eligibility decisions for vital public programs that benefit millions of people.”
Nathaniel Palmer
Director of Solution Architecture

About Serco

With over 50,000 employees in more than 20 countries across the world, Serco is a global leader in case management services that support vital government programs to enhance the experience and outcomes of consumers. Serco’s integrated approach combines policy expertise, business process excellence, and intelligent automation to help Federal, State and local governments deliver outstanding service to millions of citizens.


Kofax RPAKofax CaptureKofax MonitorKofax Process IntelligenceKofax VRS Elite


Case ManagementProcess IntelligenceOptical Character Recognition (OCR)Robotic Process Automation (RPA)