Conduent Incorporated

Conduent was spun off from Xerox in January 2017 as a standalone business process services company. At its founding, Conduent operated with over 93,000 associates globally, managing highly manual, rules-based transaction processing for government agencies, healthcare payers, and transportation authorities — including Medicaid and SNAP benefits enrollment, insurance claims adjudication, and tolling violation adjudication. The business relied heavily on manual document intake, data entry, and routing workflows that were labor-intensive and error-prone. Revenue pressure from pricing erosion on legacy government contracts accelerated after the spin-off, with total revenues declining from approximately $5.4B in 2017 toward $4.1B by 2021. The company needed to reduce cost-to-serve materially without sacrificing accuracy or compliance standards that government and healthcare clients required.

Between 2019 and 2023, Conduent deployed a systematic robotic process automation (RPA) and intelligent process automation (IPA) program across its highest-volume processing workflows:

• Claims adjudication: Deployed software bots to handle first-pass routing and rules-based adjudication of healthcare insurance claims, automatically sorting cases by claim type, payer contract, and prior authorization status. Bots handled the full processing cycle for straightforward claims, escalating only exceptions to human adjudicators.
• Government benefits enrollment: Automated data entry, eligibility verification, and status notification steps for Medicaid and SNAP enrollment processing. Cases with clean documentation — representing the majority of incoming volume — moved to same-day completion without manual intervention.
• Document classification: Implemented robotic document classification to automatically categorize and route incoming paper and digital documents by case type, eliminating manual sorting queues and reducing misdirected documents.
• Tolling and parking adjudication: Automated license plate matching, evidence packet assembly, and violation notice generation for transportation agency clients. Conduent published a case study documenting that this workflow achieved 100% accuracy on matched records, compared to sub-95% accuracy under the prior manual process.

Conduent also standardized its operating model, removing redundant management layers and establishing centralized automation centers of excellence that could deploy proven bot templates across multiple client programs. The workforce was right-sized as automation absorbed manual volume, with headcount reduced from approximately 90,000+ associates at spin-off to 59,000 by December 31, 2023.