Overview
In this case study, we illustrate how a Professional Employment Organization (PEO) partnered with ADEC USA to leverage global capabilities, streamline four processes, and improve delivery.
Starting in May 2023 with Regular Eligibility Management, the partnership grew to encompass Open Enrollment, Licensing and Agency Onboarding, and Marketing Proposals. With meticulous execution and proactive management across workloads, ADEC USA improved processes, reduced turnaround times (TAT) to hit 2-day targets, and exceeded the 98% SLA Quality metrics.
The Challenge
In 2023, a prominent PEO company serving over 75,000 employers sought to streamline operations, improve productivity, and reduce costs across Eligibility Management processes.
The company went to invite bids for an outsourcing partner that could:
- Standardize and simplify back-office and systemic processes
- Deliver value through a flexible, transparent, and predictable commercial model
- Provide a ramp plan within an optimal timeframe while minimizing risk
- Facilitate an offshore operation that scales from paper to automated processing
ADEC USA was selected for its Eligibility Management expertise, effective ramp-up and transition plans, operational excellence, and guaranteed cost savings.
The Solution
From the onset ADEC USA provided a high-quality Eligibility Management service leveraging our extensive PEO experience.
Costs were optimized through best practices, technology and continual improvement processes. Key solution highlights include:
- Process flows aligned with ADEC USA's PEO clients' best practices
- "Zero Error" approach to transaction processing
- Three-wave implementation with management, support staff and process analysis in "Wave Zero"
- Experienced Eligibility Management staff seeded into key roles
- COPC-based program for Quality Assurance
- Flexible resourcing through managed volume, and resource forecasting
- Dashboards for direct performance insights
The solution was delivered from ADEC USA's facility in Manila, Philippines, which has strong security measures and is ISO 27001:2022 certified.
As ADEC USA delivered results and client’s requirements grew, additional processes were added to the partnership to include Open Enrollment, Licensing and Agency Onboarding, and Marketing Proposals.
Timeline
The partnership kicked off in May 2023 with a Wave Zero consisting of a core team of four PEO experts laying the groundwork. By June, we scaled up. Adding 13 more team members to handle Eligibility Management, we leveraged talent and expertise from our growing PEO experience.
The services were expanded to include Open Enrollment in November with three additional specialists. Between January and March 2024, handful of additional team members were recruited, ensuring delivery against SLA targets by March.
In April, we added Licensing and Agency Onboarding, followed by the Marketing Proposal workload in August. Open Enrollment hiring also ramped up in August to prepare for the peak season in Q4.
By September 2024, the team had consistently hit and exceeded our targets, paving the way for even more growth and opportunities ahead.
Training & Recruitment
Building the team, ADEC USA prioritized industry expertise in recruitment, with new hires undergoing a rigorous two-week training followed by a two-week Quality Control process.
Account Handling, Forecasting, and Capacity Planning
ADEC USA operates as an extension of the PEO client's team, with daily calls and monthly planning sessions ensuring transparency and problem-resolution.
Monthly capacity planning locks volumes two months ahead, using historical data and current trends to ensure resource readiness. Buffers were incorporated to handle spikes and attrition, with additional buffers added during new member training.
In addition to core services, ADEC USA went the extra mile by developing dynamic internal and customer dashboards in PowerBI. Updated at least three times a week, the dashboards provide real-time insights into performance metrics, demonstrating proactive client support, dedication to continuous improvement and setting a benchmark for client satisfaction.
Data Security and Compliance Assurance
Recognizing the sensitivity of client data, ADEC USA implemented stringent security measures. All work is conducted within the client's D365 system with restricted access, enforced by two-factor authentication. The entire Manila site is ISO 27001:2022 certified and HIPAA compliant, underscoring ADEC USA’s commitment to data integrity and confidentiality.
The Result
ADEC USA's proactive measures and comprehensive training bore results early in the project, with the team meeting SLAs for both Eligibility Management and the additional Open Enrollment processes within agreed timelines.
By Spring 2024, TATs ranged from 0.82 to 1.12 days, significantly under the 2-day target. Quality metrics have consistently exceeded 98% since April 2024.
In summary, ADEC USA's expertise, proactive approach, meticulous planning, and stringent security protocols have ensured an unparalleled service delivery, setting the scene for long-term success for this PEO client.
The Future
ADEC USA remains committed to driving the PEO client's growth. In 2024, the partnership plans to explore offshoring opportunities to ADEC USA’s operations in Kenya for further scalability, efficiency, and aligning with the strategic vision for continued innovation.
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