Candor Connect

Optimising And Modernising Interactions To Create Value

February 05, 2020   \\\   Posted By CandorTechSpace

Optimising And Modernising Interactions To Create Value

Conduent delivers mission-critical services and solutions on behalf of businesses and governments. In conversation with Candor Connect, Rajeev Rajagopalan, Country Head – India & Head – Enterprise Application Services, Conduent, talks about how his organisation is helping customers and employees stay ahead of rapidly evolving expectations.

Rajeev Rajagopalan, Country Head – India & Head of Enterprise Application Services, Conduent
Rajeev Rajagopalan, Country Head – India & Head of Enterprise Application Services, Conduent

Conduent is one of the largest business process companies in the world. It delivers mission-critical services and solutions on behalf of businesses and governments— creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent’s solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent has over 15 years of experience in India and today has over 12,500 employees operating out of Conduent’s offices in six cities across the country: Noida (at Candor’s campus in Sector 135), Gurugram, Kochi, Bengaluru, Visakhapatnam and Hyderabad. We spoke to Rajeev Rajagopalan, Country Head – India & Head – Enterprise Application Services, Conduent, to know more about the organisation’s offerings and initiatives—both for clients and employees—and its plans for the future.

Edited excerpts from the interview:

How is Conduent helping its customers prepare for the future and enable their digital transformation?

Companies and governments today face rising expectations from the people they serve, whether they are consumers, commuters, patients, customers, employees or citizens. Often, the process of providing the perfect blend of services to their clients is their primary challenge. This is where Conduent comes in. We offer digital platforms and end-to-end services to our clients, including businesses and governments, to manage millions of interactions every day for their customers. We also create effective business solutions for our clients to overcome many of today’s challenges such as the rising cost of health care, mobility in urban society and payment card fraud in financial welfare programmes. We understand the technical and user complexities that our clients’ businesses face and also implement solutions and operate them on their behalf.

Conduent delivering exceptional business processes outcomes through people, process and technology

Please elaborate on some of the ways in which Conduent is helping its clients—which include the majority of Fortune 100 companies and over 500 government entities—to grow revenue, control costs, support organisational transformation, strengthen market engagement and foster loyalty.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the US, 11 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40 per cent efficiency increase in HR operations, and up to 40 per cent improvement in processing costs, while driving higher end-user satisfaction.

The kind of benefits that our customers derive from our solutions range from organisational process benefits and cost advantages to elevated constituent interactions and modern digital experiences that are efficient, helpful and satisfying. For example, in the US, the Conduent WIC Connect platform offers states a configurable, functionality-sharing environment to enhance the delivery and management of Women, Infants, and Children (WIC) benefits to recipients via Electronic Benefits Transfer (EBT). WIC Connect supports multiple state agencies with standard functionality and provides access to periodic updates and new features. For example, a state may request that Conduent develop a new online customer service function. The rest of the agencies on the shared platform would also have access to this enhancement. Another example is our Prepaid Incentive Card solution—this is an employee awards system debit card where employees redeem earned recognition points for merchandise or cash. Implemented at a top airline company, it has resulted in increased efficiency, reduced cost and streamlined user experience as well as reinforced the airline’s pay-for-performance culture.

Conduent's path-breaking initiatives towards creating more open & collaborative work spaces

What are the organisation’s latest initiatives around employees for collaboration, communication, engagement and learning in India? How is Conduent making its offices across India into inclusive workspaces?

As a truly open and collaborative workplace, we have taken significant steps towards creating opportunities for engagement and open communication, providing access to learning platforms and building more inclusive and safe workspaces. Our initiatives include:

  • Learning@Conduent: In addition to our offerings of learning through our Learning@Conduent intranet portal, all employees can now participate in a series of new, live e-learning events in 2019, offered through our partnership with Skillsoft.
  • Conduent IdeaBox: We launched the Conduent IdeaBox to crowdsource and implement ideas that can help us improve our processes, policies and more. This is a programme that is owned, managed and driven by employees.
  • Employee Engagement: Conduent organises regular employee engagement activities. Our marquee initiatives include a sports festival, a talent hunt and a family day. Fortnightly in-office engagement activities are also organised. Furthermore, we organise periodic fitness activities such as desktop yoga and Zumba sessions, and also encourage participation in external sports events including charity runs like the Airtel Delhi Half Marathon. Conduent provides platforms for participation in different sports activities with its annual sports festival, which is also underway.
  • Bar Raiser Programme: This programme aims to enhance the interview capabilities of our front-line leaders and help them identify top talent.
  • Conduent Technology University (CTU): CTU bridges technology skill gaps, upskill, cross-skill and helps make employees future-ready. CTU has introduced a first-of-its-kind certification process: the AEP, an Assessment Evaluation Process to measure the skill levels of participants. CTU also assesses and certifies employees undergoing training with CTU.
  • Diversity and Inclusion (D&I) Initiatives: We have executed several D&I initiatives across the APAC region touching upon all our key focus areas. Employee Impact Groups (EIGs) are vital to this effort. These groups leverage Conduent employees from across the globe, to create positive and sustainable change throughout the community, via communication and collaboration. We launched two EIGs in 2018 i.e. the Women Impact Network (WIN) in India and the Philippines, and Sexual Orientation and Gender Identity and Expression (SOGIE), which is our LGBT+ group in the Philippines. In an effort to support an environment that is inclusive and accepting of our differences, we also conduct LGBTQ+ community sessions for managers across India. We also have a disabilities EIG in India that will soon be launched in the Philippines too. We will also be launching EIGs for different interest groups such as photography, running, etc.

India is home to professionals who are skilled in technology and are also experienced in operating a delivery model from a global perspective. What are the company’s hiring plans for the next three years?

As an organisation, we continue to be focused on investing in our biggest asset—best-in-class people. Our talented workforce is at the centre of our Accushoring™ philosophy and is the cornerstone of our drive towards growth. Going forward, we are seeking the right talent to support our growth in the market.

As Conduent is being repositioned to make future investments in growing its business, what is going to be the organisation’s strategy for sustainable and profitable growth in the near future?

Streamlining our portfolio to focus on core businesses is a key element of our strategy for sustainable, profitable growth as we reposition Conduent to make future investments in growing our business. For us, core businesses are those that deliver over a technology stack, have relevancy today as well as into the future and enable us to facilitate an exceptional end-user digital experience for our clients and end users.

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