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Government Services Industry Overview

Governments are faced with the realities to operate more effectively and efficiently with limited scalability and knowledge, while providing cost savings to their constituents. Current resources are stressed as constituents have begun expecting faster, more in-depth, round-the-clock service. As a result, strategic government outsourcing continues to grow as a necessary solution.

As a Business Process Outsourcing (BPO) company, Sutherland provides our government clients with an integrated BPO solution, utilizing technology-enabled services to merge strategic back and front-office business functions. Sutherland resources can be deployed rapidly, either on-site at a government facility, or off-site at a secure center. We offer multi-channel constituent care via phone, email, chat, and self-service. Our service portfolio coupled with our unique integration of end-to-end services allow governments to focus on their core mission - to provide their constituents with a maximized citizen experience, while reducing overall cost of government services.

Sutherland's BPO services for governments include:

Constituent Care - Contact Center Solutions

  • Constituent Care Services
  • Remote Infrastructure Management Services - IT Help Desk; Level I, II, II
  • Technology-Based Services; CRM, IVR, Email, Web Chat, Knowledgebase
  • Satisfaction Surveys
  • Emergency/Rapid Ramp Services (Disaster Recovery Services)
  • Seasonal/Event Based Services (i.e. Medicare Part D Enrollment)
  • Work @ Home Services

Finance/Mortgage Solutions

Finance

  • Audit
  • ERP Processing

Mortgage/Loan Origination Services

  • Application & Pre Approval
  • Loan Due Diligence
  • Third Party Services
  • Customer/Account Care Services
  • Credit Analysis and Underwriting

Healthcare Solutions

  • Medicare and Medicaid Beneficiary Services - Enrollment, Eligibility, Explanation of Benefits
  • Seasonal/Event Based Medicare Part D Enrollment
  • Claims Administration and Processing
  • Predictive analytics/Fraud and Abuse Monitoring
  • Direct and Remote Monitoring of Medicare
  • Healthcare Revenue Cycle Management Services
  • Worker's Compensation Case Management Services
  • Front Office Healthcare Subject Matter Expertise
  • Data Abstraction and Analytics (Clinical, Financial, Administrative Data)
  • HIPAA Readiness and Monitoring (Front and Back Office)
  • Revenue Cycle Management

Human Capital/Resources Solutions

  • Benefits Administration
  • Human Capital Management - On Boarding, Recruitment, Training
  • Payroll Processing
  • Flexible Workforce: Work from Home
  • Human Resource Audits
  • Ramp On (Open Season), Ramp Off (Options)

Governments #1 priority is serve employees and citizens

  • IT Help Desk; Level I, II, III
  • Customer Care Services
  • Technical Support
  • Technology-Based Services; IVR, Email, Web Chat, Knowledgebase
  • Survey/Satisfaction

Insurance Services/ solutions

  • Licensed Agents - Life and Health, Property and Casualty
  • Licensing Compliance and Insurance Regulatory Administration
  • Continuing Education and Certified Training at the State Requirement Level
  • Constituent Facing - Account Set-Up/Customer Service/Coverage Inquiries
  • Back Office Functions - Enrollment, Claims Processing, Policy Administration, Data Entry, Billing

The Sutherland Advantage

  • Single point of contact for constituent care and employee information and services
  • Rigorous controls, specialized knowledge and well trained resources handle back office processing
  • Information infrastructure seamlessly deployed across all operations
  • Latest security standards