Case Study

US Government: Reducing Improper Payments by More than 66%

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Reduce Improper Payments and Improve Citizen Service

One of the United States’ largest citizen benefit delivery agencies faced many of the same constraints as other government agencies – escalating demand for services, shrinking budgets and increasing numbers of improper payments.

Business Goals

  • Do more with less 
  • Reduce improper payments
  • Improve citizen service
  • Eliminate bottlenecks


  • 66% reduction of improper payments
  • Processing 33% more claims with similar resources
  • Radical Reduction in response time to a fraction of original rates
  • Dramatic increase in citizen satisfaction


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