1 Learn mre abut ACS! Click n questin t jump t the answer. What is Affiliated Cmputer Services, r ACS? What is the histry f ACS? Hw is ACS structured? What des ACS d? What industries des ACS serve? Can yu give me sme examples f what yu d? Wh are sme f ACS clients? Why d cmpanies and gvernment need ACS services? What is ACS cmpetitive advantage? Hw many peple wrk fr ACS? Yu re a big cmpany. Why haven t I heard f ACS befre? What is a typical ACS emplyee? Where is ACS staff lcated? What is a glbal delivery netwrk? What des fllw-the-sun mean t my business? Yu re an utsurcing cmpany. What des the term mean? What is the value f utsurcing? What is business prcess utsurcing? What is infrmatin technlgy utsurcing? What is managed services? Is utsurcing and ffshring the same thing? What des the term near-shre mean? What is ACS slgan? What des the ACS lg stand fr? What are the attributes f the ACS brand? Why is the ACS brand imprtant? Hw did ACS determine n its brand? Hw d peple perceive ACS in the marketplace? What des One ACS mean? Des ACS d any charity wrk? Hw d I apply fr a jb at ACS? Abut ACS Key Questins and Answers
2 Hw d I cntact ACS? What is Affiliated Cmputer Services, r ACS? ACS tuches millins f lives every day. As a business partner t the wrld s mst cmplex crpratins and gvernments, we fcus n serving their peratins s they can better serve their clients. We d it by: Prviding services t mre than 1,700 federal, state, cunty and lcal gvernments, making ACS the largest prvider f managed services t gvernment entities in the United States; Enabling travelers t get t their destinatins by prcessing abut $3 billin in electrnic tll cllectins every year; Managing 37 billin public transprt transactins n buses, trlleys, tramways and trains in 400 cities; Ensuring victims f natural disasters have uninterrupted access t critical prescriptins; Handling mre than ne millin phne calls daily in ur 142 custmer care centers, assisting custmers in 20 languages; Supprting mre than 36 millin Medicaid and Children s Health Insurance Prgram recipients in 14 states; Prcessing 16 millin parking tickets annually, cntributing t ur rle as the largest prvider f business prcess services in the gvernment sectr; Managing mre than 12.5 millin student lans wrth $170 billin, while disbursing mre than $4.6 billin in new student lans every year; Prcessing abut 1 millin credit card applicatins annually; Prviding human resurce services t mre than 4.4 millin emplyees and retirees; Annually prcessing abut 90 millin child supprt payments wrth $14 billin. Ranked 401 in the FORTUNE 500 and 1,122 in the Frbes Glbal 2000, ACS has apprximately 74,000 peple cntributing t ur clients success by simplifying their business prcesses and imprving their infrmatin technlgy capabilities. What is the histry f ACS? In 1988, ACS began business in Dallas, Texas, when Mr. Darwin Deasn launched the cmpany as a bank data prcessr. ACS then acquired the data prcessing and electrnic funds transfer peratins f First Texas Gibraltar, expanding int diverse services. ACS expanded beynd banking services when it signed a ten-year data prcessing utsurcing cntract with Suthland Crpratin (7- Eleven). In 1995, ACS became a public cmpany and divested its bank data prcessing services. By fiscal 1996, ACS was the furth-largest cmmercial utsurcer in the U.S. Hw is ACS structured? While we are One ACS, the cmpany is cmprised f five business grups supprting client peratins in mre than 100 cuntries. The grups are: Business Prcess Slutins, headquartered in Lexingtn, Kentucky, delivers unmatched expertise in high-vlume transactin prcessing and custmer care slutins. Cmmercial Slutins, headquartered in Lexingtn, Kentucky, prvides services that include finance and accunting, human capital management slutins, and educatin and financial services. Gvernment Slutins, headquartered utside Washingtn, D.C., is the largest prvider f business prcess slutins and ne f the largest IT service prviders t the natin s public sectr.
3 Infrmatin Technlgy Outsurcing, headquartered in Dallas, Texas, prvides IT services and supprt t cmmercial clients. Transprtatin Slutins, headquartered utside Washingtn, D.C., is the largest prvider f transprtatin services t gvernments wrldwide with services that include fare cllectin, tll slutins, back-ffice prcessing and infrastructure installatin. ACS crprate ffices in Dallas, Texas, prvides versight f the business grups and services including financial, legal, human resurces and marketing supprt. What des ACS d? Our cmmercial slutins include: Infrmatin Technlgy IT Cnsulting Services Business Applicatins Applicatin Infrastructure Technlgy Infrastructure Human Capital Management Slutins HR Outsurcing (wrkfrce administratin, recruiting/staffing) Ttal Benefits Outsurcing (health and welfare administratin) Learning Management Services (learning design, cntent management/develpment) HR Cnsulting and Advisry Services (Buck Cnsulting) Educatin and Financial Services Student Lan Originatin and Servicing Financial Aid Services Enrllment Management Student Call Center Services (Inbund & Outbund) Receivables Management Tax Credit Reprting Service Lan Servicing Cllectins and Custmer Service Brker/Dealer Slutin - Back ffice and CRM/Frnt ffice Fund Mnitring Slutin Investr Web Prtal Finance and Accunting Services General Accunting Accunts Payable and Receivable Payrll Prcessing Tax Management Treasury and Cash Management Dcument and Data Management Capture, Imaging, Strage & Retrieval Mailrm Film & Fiche Prcessing Media Cnversin Custmer Care Help Desk/Service Desk Management Supprt via Phne, , Web and Mail Autmated Self-Help Capabilities
4 Healthcare Payer Services Transactinal Cntact Services/Custmer Care Cst Recvery, Audit and Avidance Prvider Services Cnsulting Services Transfrmatinal Outsurcing Revenue Cycle Management Analytic Slutins Gvernment Slutins Include: Administratin and Finance Cllectins 311 Custmer Care Finance Gvernment Recrds Management IT Services Unclaimed Prperty Federal Healthcare Administrative Services Custmer Care ERP - Financial Healthcare Slutins IT Operatins Payment Services Health Prgram Administratin Ppulatin Health Management and Health IT Eligibility & Enrllment Slutins Pharmacy Benefits Management Payment Methd Develpment Human Services Child Supprt Slutins Custmer Care Slutins e-childcare Slutins Electrnic Benefits Transfer Electrnic Payment Card Slutins Eligibility Slutins WIC Slutins Public Safety and Justice EMS Billing & Cllectins Fire Recrds Management Gvernment Recrds Management Integrated Justice Slutins Pht Enfrcement Transprtatin Cmmercial Vehicle Operatins Electrnic Tll Cllectin Mtr Vehicle Services On-Street Parking
5 Off-Street Parking Public Transprt Transprtatin Management Slutins What industries des ACS serve? In the private sectr, ACS serves clients including: Cmmunicatins prviders Financial services rganizatins Healthcare Higher educatin Insurance cmpanies Manufacturers Hspitality and retail utlets Shipping and lgistics travel prviders In the public sectr, ACS serves 1,700 gvernment agencies lcated in the U.S., France, Malta, Mexic and Canada. Our U.S.-based gvernment clients include the federal gvernment, state health care prgrams, emergency medical services and municipal 311 services, human services agencies, curt systems and public transprtatin including electrnic tll services. Can yu give me sme examples f what yu d? Fr cmmercial clients, ACS: Serves the tp 10 banks in the United States, each year prcessing 4.5 millin feet f film, capturing mre than 360 millin dcuments and retrieving nearly fur millin images. Prcesses transactins fr nine f the tp 10 managed care health plans 240 millin claims annually and prviding 99.5 percent data quality and reducing prcessing csts by up t 50 percent. Prcesses mre than ne millin billing dcuments every night fr a wrldwide shipping and lgistics firm. By ding s, ACS shrtened the firm s billing cycle frm 20 days t six, imprved infrmatin turnarund frm tw weeks t 24 hurs, decreased client billing staff frm 14,000 t 4,000, and achieved 99.5 percent accuracy rates. Fr gvernment clients, ACS: Prcesses 570 millin Medicaid claims each year, ttaling $50 billin in prvider payments. Supprts the wrld s largest electrnic tll cllectin system, E-ZPass, handling $3 billin in tll revenue each year. Services student lans fr 11 millin brrwers with utstanding lans f $160 billin. Prcesses ver half f the natin s child supprt payments, mre than $14 billin. Wh are sme f ACS clients? ACS clients are any rganizatin; cmmercial r gvernment, lking t transfrm the way they serve their custmers, cnstituents r even emplyees. Sme f ur clients include: WellPint Brther Marin General Hspital UMASS Memrial Health Care, Inc. Nrthwest Airlines Gvernment f Malta/Mater Dei Hspital Department f Educatin Department f Labr Scial Security Administratin Oklahma Dept. f Human Services Slan Cunty, Califrnia E-ZPass Ingersll Rand Hertz
6 United Technlgies University f Phenix Alabama Medicaid Agency Alaska Dept. f Health and Scial Services Missuri Dept. f Health and Senir Services Why d cmpanies and gvernment need ACS services? Cmpanies turn t ACS fr ur expertise. ACS can perfrm nn-cre tasks mre efficiently, saving ur clients mney. Our best practices, industry expertise and innvatin ensure that ur clients have a prven slutin that meets their rapidly changing needs and ensures business cntinuity. What is ACS cmpetitive advantage? Cmpanies and gvernment rganizatins chse ACS because we prvide the results their peratins demand. By utsurcing their infrmatin technlgy and business prcesses t ACS, ur clients benefit frm streamlined peratins; imprved quality, prductivity and accuracy; decreased peratinal csts; and ther cmpetitive advantages. In additin, ACS fllws its clients wherever they have peratins meeting their business needs and specificatins dmestically r wrldwide. Hw many peple wrk fr ACS? ACS has apprximately 74,000 emplyees wrldwide. Yu re a big cmpany. Why haven t I heard f ACS befre? While ACS fcus is business-t-business, we tuch the lives f millins f peple each day. What is a typical ACS emplyee? There is n typical ACS emplyee. All ur emplyees are unique, dedicated individuals with the skills t get the jb dne, whether it is custmer care, infrmatin technlgy, dcument and data management, finance and accunting, human capital management, r the hundreds f ther functins that ACS emplyees d every day. Mst imprtantly, everyne at ACS has the hustle that has made ur cmpany successful. Where is ACS staff lcated? ACS reach is wide, based at mre than 500 lcatins in supprting client peratins in mre than 100 cuntries. The cuntries with the largest ACS staff cncentratins include: United States 42,000 Jamaica 5,200 India 5,100 Mexic 4,900 Argentina 3,100 Philippines 2,700 Chile 1,700 Ghana 1,100 Guatemala 900 Dminican Rep. 900 Malaysia 700 United Kingdm 700 Spain 600 Canada 600 France 400 Brazil 350
7 St. Lucia 300 Clumbia 300 Switzerland 200 Fiji 200 China 200 Germany 200 Ireland 200 Pland 100 Peru <100 Malta <100 Italy <100 Israel <100 Singapre <100 Hng Kng <100 Netherlands <100 Belgium <100 In the United States, ACS serves clients in all 50 states, with the mst emplyees in Texas (7,000 emplyees), Kentucky (3,000), Utah (2,500), Gergia (1,400) and Pennsylvania (1,000). What is a glbal delivery netwrk? A glbal delivery netwrk means that ACS has the wrldwide resurces and infrastructure t deliver peratinal excellence t ur clients. Our wrldwide netwrk includes: 14 Finance and Accunting Centers f Excellence 12 Human Resurce Centers f Excellence 12 Mega Data Centers What des fllw-the-sun mean t my business? It means that we are always n. Because ACS has a presence that spans the Nrth American, African, Eurpean and Asian cntinents, we fllw the sun and ur nnstp glbal wrkflw strategy enables us t deliver quality, cst-effective results t ur clients. This is especially advantageus fr ACS large crprate clients with multiple wrldwide peratinal sites. By partnering with ACS, they achieve ecnmies f scale and cntinuus prcess ptimizatin and standardizatin. Yu re an utsurcing cmpany. What des the term mean? Since the industrial revlutin, there has always been a cmpetitive need fr cmpanies t turn t external prviders fr day-t-day executin f an entire business functin. Thrughut the years, utsurcing has been knwn by many names including cntracting ut, hiring ut and cnsulting. What is the value f utsurcing? When a service r prcess is utsurced, cmpanies benefit frm the service prvider s industry expertise; technlgy infrastructure and knwhw; immediate and quantifiable cst savings; and cntinuus prcess imprvement and technlgy refreshment. What is business prcess utsurcing? Business prcess utsurcing, r BPO, is a specific frm f utsurcing that invlves transferring the peratins and respnsibilities f a specific business functin r prcess t a third-party service prvider. BPO can include back-ffice functins such as human resurces r finance and accunting, which includes accunts payable/receivable, billing and general accunting; r frnt-ffice functins such as custmer-facing call center services. What is infrmatin technlgy utsurcing? Infrmatin technlgy utsurcing, r ITO, is a cmpany's utsurcing f cmputer wrk t a thirdparty service prvider. ITO services may include develpment, maintenance, hsting, data center, help desk, desktp r netwrking. What is managed services?
8 A managed service refers t the transferring f day-t-day related management respnsibility f a business prcess t a third-party service prvider as a strategic methd fr imprved effective and efficient peratins. Is utsurcing and ffshring the same thing? While peple mistakenly use the tw terms interchangeably, they are tw distinct cncepts. Outsurcing invlves the transfer f the management and/r day-t-day executin f an entire business functin t an external service prvider. Cmpanies benefit frm their service prvider s industry and prcess expertise; technlgy infrastructure and knw-hw; immediate and quantifiable cst savings; and cntinuus prcess imprvement and technlgy refreshment. Offshring, a type f utsurcing, means having specific business functins perfrmed in anther cuntry. Cmpanies ffshre wrk fr a variety f reasns, t reduce csts, enter new markets, tap talent currently unavailable dmestically r t vercme regulatins that prevent specific activities dmestically. What des the term near-shre mean? Near-shre means utsurcing activities t a cuntry that is relatively clse in distance, in the case f the U.S, near-shring means having a business functin perfrmed in Canada, Mexic r the Caribbean, where wrkers are familiar with U.S. culture. Wh is in charge f ACS? The president and CEO f ACS is Lynn Bldgett. Bldgett is als a member f the ACS bard f directrs and has been a key cntributr t ACS' executive team fr mre than 10 years, during which time he has been instrumental in building a leading BPO and IT services cmpany. Prir t his appintment as President and CEO in 2006, Bldgett was executive vice president and chief perating fficer, respnsible fr the cmpany's brad-based BPO and IT peratins and slutins delivered t the cmmercial and gvernment markets. Bldgett is a pineer in the BPO market. In 1985, he and his brther cfunded Unibase, a data entry cmpany acquired by ACS in The acquisitin expanded ACS' capabilities in the relatively new BPO services arena. ACS created an entire service segment dedicated t delivering superir BPO slutins. Click here t learn mre abut ACS executive leadership team. What is ACS slgan? ACS slgan is expertise in actin. As leaders in IT and business prcess slutins, ACS gathers peratinal expertise in the field by serving ur clients. In additin, many f ur leaders cme frm the industries in which we serve. Clients ften tell us hw much they appreciate ur real-life, practical expertise that cmes frm ur experience. By tying this expertise with the wrd actin, we are telling ur clients that expertise is mre valuable when it is applied in the real wrld. What des the ACS lg stand fr? The letters A-C-S stand fr Affiliated Cmputer Services. The red shapes represent the three grups that make ACS successful: clients, emplyees
9 and stakehlders. The black shape stands fr the fundatin f grwth and upward mmentum f ur businesses. What are the attributes f the ACS brand? The ACS brand has fur key attributes. These qualities make it clear t bth internal and external audiences what ACS stands fr and what each f ur emplyees strives t be every day: Flexible: The needs f businesses are cnstantly changing. Reacting in an effective and timely manner is crucial t ur clients. ACS is recgnized fr ur ability t listen and adapt. Reliable: Meaning mre than the cnsistent delivery f results, reliability als implies a level f trust key t establishing lng-term partnerships. ACS perfrms beynd expectatins. Respnsive: Respnsiveness is abut peple, their perfrmance and the emtin and energy they invest in their cmmitment t clients. Our peple respnd with expertise in actin hustle. Integrity: We d what we say we are ging t d. Hnesty, accuntability, credibility and prfessinalism guide each business relatinship. Why is the ACS brand imprtant? The ACS brand reinfrces ur image as the leading peratins partner in the minds f ur emplyees, industry advisrs, prspects, clients and investrs. The benefits f ur brand include: Increased differentiatin frm cmpetitrs. Heightened psitive market awareness. Enhanced perceptin f ACS ttal resurces that better enable us t serve clients. Imprved perceptin as a dynamic, strng and grwing cmpany. The strngest part f the ACS brand is ur peple. Hw did ACS determine n its brand? When ACS underwent a brand refresh, it used the same prcess that it use when undertaking any ther critical task by understanding the marketplace, cnducting research, engaging subject-matter experts and wrking hard t ensure that the jb is dne right. Hw d peple perceive ACS in the marketplace? Research shws that ur marketplace cnsiders ACS peple t be hnest, hardwrking, straighttalking experts wh take care f clients n matter what. What des One ACS mean? While ACS cnsists f a cllectin f diverse businesses, services and peple, we act as ne ACS t enable ur clients t gain access t a brad spectrum f new clients, talent and fferings. The true value fr each business can nly be realized when ACS is unified under ne brand and prudly speaks with ne vice abut what ACS is and stands fr. Des ACS d any charity wrk? As a service cmpany, ACS knws that ur peple make all the difference and that ur cmmitment t service ges hand-in-hand with the dedicatin t ur cmmunities. Our emplyees rutinely participate in activities t supprt cancer research, extend access t health care, ensure a sund educatin and many ther wrthy causes.
10 As a crpratin, ACS supprts a number f imprtant initiatives that fcus n educatin, cmmunity develpment and technlgy literacy. ACS created the ACS Philanthrpic Fundatin t crdinate all f ur initiatives. The Fundatin prvides prgrams that address the needs f educatin and technlgy enrichment t students in inner-city schls and cmmunities. Educatinal prgrams currently supprted and administered include: Winners Fr Life: A gal-setting prgram that ffers schlarships t students with average grades wh might be verlked fr schlarships at lcal clleges. Wrld f Wrk: ACS learning mdules help high schl students learn essential skills abut the wrkplace envirnment, including setting gals, cmpleting jb applicatins, writing a quality resume, dressing fr success, develping gd interview techniques and making gd career decisins. Readers Are Leaders: ACS partners with ur adpted schls t create and administer a reading prgram that significantly increases reading skills and cmprehensin and helps stimulate a lifelng interest in reading fr pleasure. Adpt-a-Schl Prgrams: These prgrams include mentring; reading prgrams; dnatins f bks, supplies, and cmputer equipment; and career days and jb shadwing. Hw d I apply fr a jb at ACS? Start at ur Web site and click n careers. We are always lking fr peple wh can help the needs f ur clients in an ever-changing, glbal marketplace. Hw d I cntact ACS? Call ur general phne number r
A Plan t Transfrm the Empire State s Medicaid Prgram Better Care, Better Health, Lwer Csts M U L T I - Y E A R A C T I O N P L A N TABLE OF CONTENTS Intrductin... page 3 Health System Redesign in New Yrk:
A Frrester Ttal Ecnmic Impact Study Prepared Fr KPN The Ttal Ecnmic Impact Of KPN s Managed Vide Services As Used By A Large Financial Service Organizatin Prject Directr: Sebastian Selhrst March 2012 TABLE
The Glbal Partners MBA FOUR CONTINENTS TWO DEGREES ONE GLOBAL EXPERIENCE J. Mack Rbinsn Cllege f Business Gergia State University IAE de Paris Srbnne Graduate Business Schl COPPEAD Federal University f
THIS PAGE LEFT INTENTIONALLY BLANK THE DEPARTMENT OF DEFENSE CYBER STRATEGY April 2015 THIS PAGE LEFT INTENTIONALLY BLANK THIS PAGE LEFT INTENTIONALLY BLANK TABLE OF CONTENTS I. INTRODUCTION...1 II. STRATEGIC
TOWARDS INTEGRATED REPORTING Cmmunicating Value in the 21st Century ABOUT THIS DISCUSSION PAPER Cntents Abut this Discussin Paper 1 Summary 2 What is Integrated Reprting? Why d We Need Integrated Reprting?
Integratin Cmpetency Center ICC Handbk Versin 3.0 29 Nvember 2012 ICC - Integratin Cmpetency Center ICC is a shared service intended fr cmpanies wh wish t design, develp and maintain integratin slutins
Tmasz REJMAN SENIOR MANAGEMENT EXECUTIVE DEPUTY CEO/ COO ***** Senir executive experienced in setting up new initiatives with verifiable year-after-year success in exceeding EBITDA, cash and efficiency
PUBLIC WORKS PUBLIC HEALTH HEALTH CARE FIRE SERVICE LAW ENFORCEMENT EMERGENCY MANAGEMENT AGENCY HAZARDOUS MATERIALS PERSONNEL EMERGENCY MEDICAL SERVICES PUBLIC SAFETY COMMUNICATIONS GOVERNMENT ADMINISTRATIVE
Finding the Way: A Discussin f the Swedish Migrant Integratin System Finding the way: A discussin f the Swedish migrant integratin system OECD 2014 1 July 2014 Finding the way: A discussin f the Swedish
BUSINESS OVERVIEW Secnd Quarter 2014 2014 JGWPT Hldings Inc. 1 STATEMENT OF DISCLOSURE This presentatin cntains frward-lking statements within the meaning f U.S. federal securities laws. Frwardlking statements
Business Prcess Prtectrs Business Service Management Active Errr Identificatin Event Driven Autmatin Errr Handling and Escalatin Intelligent Ntificatin Prcess Reprting IT Management Business and IT Autmatin
Office f the Secretary Data Center Cnslidatin Initiative (DCCI) Plan Unclassified Dcument Histry DOCUMENT VERSION # ISSUE DATE BY DESCRIPTION OF REVISION(S) Prject Team 0.0.1 Initial Draft 0.0.2 9/15/11
RISING TO THE CHALLENGE Re-Envisining Public Libraries RISING TO THE CHALLENGE Re-Envisining Public Libraries A reprt f the Aspen Institute Dialgue n Public Libraries by Amy K. Garmer Directr Aspen Institute
Prmting yur rganisatin Overview Welcme t this tlkit n prmting yur rganisatin. The aim f the tlkit is t help rganisatins t achieve their aims and bjectives using the active prmtin f their wrk as ne f their
N Unsafe Lift Wrkbk Cver and Sectin Break image prvided curtesy f Arj Canada Inc. Table Of Cntents Purpse f this wrkbk... 2 Hw t use this wrkbk...3 SECTION ONE A Brief Review f the Literature...5 SECTION
The Capacity Develpment Results Framewrk A strategic and results-riented apprach t learning fr capacity develpment The Capacity Develpment Results Framewrk A strategic and results-riented apprach t learning
1200500171 " 111" I li 1111111111111111111111111 " 111 FUNDAÇÃO GETULIO VARGAS ESCOLA DE ADMINISTRAÇÃO DE EMPRESAS DE SÃO PAULO PATRICK WILLlAM HERDE MARKETING PERFORMANCE MEASUREMENT: verview f appraches
CREATIVE PARTNERSHIPS Explre and Develp APPLICATION PACKAGE Deadline: Nvember 15 Creative Partnerships Explre and Develp funding assists eligible applicants t: Assess their cmmunity s cultural needs and
Essential Certificatins fr Call Centers and BPOs February 2012 22011YYYY This paper utlines the essential certificatins fr Business Prcess Outsurcing cmpanies with details n the Organizatinal Certificatins,
WHITE PAPER Understanding the Benefits f Online Backup and Data Synchrnizatin An Osterman Research White Paper Published September 2011 SPONSORED BY by SPON spnsred by Osterman Research, Inc. P.O. Bx 1058
Nt in Cully: Anti-Displacement Strategies fr the Cully Neighbrhd Prepared fr Living Cully: A Cully Ecdistrict June 2013 Nt in Cully: Anti-Displacement Strategies fr the Cully Neighbrhd June 2013 Acknwledgements
Please cite this paper as: Mickleit, A. (2014), Scial Media Use by Gvernments: A Plicy Primer t Discuss Trends, Identify Plicy Opprtunities and Guide Decisin Makers, OECD Wrking Papers n Public Gvernance,