The Xerox Journey

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Since the invention of Xerography 75 years ago, the people of Xerox have helped business simplify the way work gets done. Andy Jones, VP of Workflow Automation at Xerox, describes Xerox’s services journey over the last 20 years and its transformation into a leader in business process and document management.

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The Xerox Journey

  1. 1. The Xerox Journey Services Excellence Forum Andy Jones, Xerox 22 January 2014
  2. 2. Xerox Today •  •  •  •  •  •  •  The world’s largest enterprise for business process and document management Annual revenue of $23 billion 160 countries, 140,000 employees worldwide Founded in 1906 as the Haloid Company: named Haloid Xerox in 1958 & Xerox Corporation in 1961; acquired Affiliated Computer Services (ACS) in 2010 Lines of business: Healthcare, Finance & Accounting, Human Resources, Customer Care, Transportation & Managed Print Services Invested $1.5 billion in R&D and engineering in 2012 11,500 active patents
  3. 3. Innovation
  4. 4. Modest Beginnings 90s Facilities management and consulting services
  5. 5. Clear Ambition 90s 2004 Facilities management and consulting services New Xerox Global Services
  6. 6. Tuning into Clients 90s 2004 Facilities management and consulting services New Xerox Global Services 2005 Continued investments to improve capabilities
  7. 7. Getting Out of Our Box 90s 2004 Facilities management and consulting services New Xerox Global Services 2005 Continued investments to improve capabilities
  8. 8. Harnessing Innovation 90s 2004 Facilities management and consulting services New Xerox Global Services 2005 Continued investments to improve capabilities
  9. 9. Building for Success 90s 2004 Facilities management and consulting services New Xerox Global Services 2005 Continued investments to improve capabilities 2006/7 Mega deals and capabilities go global through shared delivery
  10. 10. New Opportunities 90s 2004 Facilities management and consulting services New Xerox Global Services 2005 Continued investments to improve capabilities 2006/7 Mega deals and capabilities go global through shared delivery
  11. 11. The Step Change 90s 2004 Facilities management and consulting services New Xerox Global Services 2005 Continued investments to improve capabilities 2006/7 Mega deals and capabilities go global through shared delivery 2010 Acquired ACS Largest independent BPO player
  12. 12. And, we’re delivering business results that create bottom-line impact. 900 million insurance claims processed annually $421 billion in global accounts payable processed for our customers 11 million customer employee and retiree benefits managed by us 1.6 million global customer interactions handled daily 37 billion global public transit fares collected annually Up to 30% reduction in document-related costs
  13. 13. Services for Transportation Our Services improve the quality of life in your communities, create simple and reliable processes for operators and agencies, and give decisionmakers peace of mind. Our innovative solutions include: •  •  •  •  Electronic Toll Collection Parking Solutions Photo Enforcement Public Transportation
  14. 14. Transportation in Action 37B public transportation transactions managed annually 35 countries use our transportation solutions 16M parking violations processed annually 20 $4B 1.4B customer service centres supporting 17 toll agencies in electronic toll collection payments annually toll transactions processed annually
  15. 15. Los Angeles Dept. of Transportation Challenge: On-street parking prices did not manage demand. Prices were uniform within a given area and were often the same, or cheaper. No incentive to park further away. Solution: LA Dept. of Transportation partnered with Xerox for an innovative pilot program designed to ease congestion and reduce pollution through demand based parking pricing and real-time parking guidance. Results: •  Parking congestion decreased by 10%, with spaces easier to find •  Under-utilised parking spaces decreased by 5%, as drivers were drawn by lower rates •  Pilot-wide parking rates decreased by 11% but parking revenue increased by 2%
  16. 16. Services for Healthcare By identifying ways to work more efficiently, we transform information into intelligence you can use to improve the business of health. We help by: •  •  •  Enabling health professionals to access data and organise information Transforming information into insights to help make better care decisions Providing processes that connect the entire healthcare ecosystem
  17. 17. Healthcare Services in Action 1.2M 40+ 1,700 medical records securely available at one U.K. healthcare provider years of government health program experience hospitals served globally 100% $58B 2/3 of the top 20 managed United States healthcare plans are clients provider payments managed annually of all United States insured patients have part of their healthcare serviced by Xerox
  18. 18. Wyoming Medicaid Health Information Exchange Challenge: Improve decision making by connecting disparate, siloed data sources in the Medicaid programme. Solution: Implemented Total Health Record, a Medicaid HIE solution. Giving agencies the information they needed to make better decisions, improve health outcomes and manage their programmes more effectively. Results: Improved population health, more time spent helping citizens, and better use of state health budget.

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