Public Sector Case Study

Key Highlights

Payroll Process Outsourcing  Billing by piecemeal and not by headcount deployed

Payroll Process Outsourcing  Autonomous decision on the team size to deploy on site and team’s work schedule

Payroll Process Outsourcing  Responsible for end-to-end process management

Payroll Process Outsourcing  Responsible for competency management of team

Payroll Process Outsourcing  Adherence to tight deadline to process and certify each claim

Payroll Process Outsourcing  Appointment of a dedicated Project cum Account Manager to manage and drive team to achieve the     required results


Provision of claim verification and certification services for an Incentive Management and Governance Division. Estimated volume: 2,500 per year.

Service Level Agreement

Payroll Process Outsourcing  Meet 100% of the deadlines given

Payroll Process Outsourcing  100% accuracy

Payroll Process Outsourcing  Zero negative feedback


Payroll Process Outsourcing  Organized and streamlined the work flow and work process according to peak and non-peak period.

Payroll Process Outsourcing  Developed training curriculum and conduct regular training and assessment to manage team competency.

Payroll Process Outsourcing  Determined the work volume, work complexity and time spent per task to establish the team size needed and instituted a task allocation matrix to achieve optimal output.

Payroll Process Outsourcing  Set up a tracking mechanism to measure the output of each staff and monitor the workload closely in order to kick in contingency plan where necessary.

Payroll Process Outsourcing  Introduced a robust incentive scheme to drive productivity and to achieve 100% work accuracy

Payroll Process Outsourcing  Trained a group of back-end office staff as part of the contingency plan to manage sudden volume surge and manpower downtime

The Results

Payroll Process Outsourcing  Meet 100% of the deadlines given.

Payroll Process Outsourcing  Satisfied customer exercised option to extend the service contract for another year.


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