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.

1. The Xerox Journey
Services Excellence Forum
Andy Jones, Xerox
22 January 2014

2. Xerox Today
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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. Innovation

4. Modest Beginnings
90s
Facilities
management
and consulting
services

5. Clear Ambition
90s
2004
Facilities
management
and consulting
services
New Xerox
Global
Services

6. Tuning into Clients
90s
2004
Facilities
management
and consulting
services
New Xerox
Global
Services
2005
Continued
investments to
improve
capabilities

7. Getting Out of Our Box
90s
2004
Facilities
management
and consulting
services
New Xerox
Global
Services
2005
Continued
investments to
improve
capabilities

8. Harnessing Innovation
90s
2004
Facilities
management
and consulting
services
New Xerox
Global
Services
2005
Continued
investments to
improve
capabilities

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. 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. 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. 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. 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:
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Electronic Toll Collection
Parking Solutions
Photo Enforcement
Public Transportation

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. 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:
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Parking congestion decreased by 10%, with spaces easier to find
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Under-utilised parking spaces decreased by 5%, as drivers were drawn by
lower rates
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Pilot-wide parking rates decreased by 11% but parking revenue increased by
2%

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:
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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. 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. 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.