Conduent Incorporated (Conduent) delivers digital business solutions and services spanning the commercial, government and transportation spectrum – creating valuable outcomes for clients and the millions of people who count on them.
The company leverages cloud computing, artificial intelligence (AI), machine learning, automation and advanced analytics to deliver mission-critical solutions.
Conduent is a diverse, global company with a portfolio of assets spanning both the commercial and public...
Conduent Incorporated (Conduent) delivers digital business solutions and services spanning the commercial, government and transportation spectrum – creating valuable outcomes for clients and the millions of people who count on them.
The company leverages cloud computing, artificial intelligence (AI), machine learning, automation and advanced analytics to deliver mission-critical solutions.
Conduent is a diverse, global company with a portfolio of assets spanning both the commercial and public sectors. The company’s unique set of solutions and services are utilized by some of the largest corporations, governments and public sector agencies across multiple industries and geographies to deliver end-user excellence at scale and business process efficiencies with proprietary technology. Each day, the company’s solutions and services interact in the lives of millions of people in many ways - from safer, more seamless commutes that reduce congestion to streamlined benefits enrollment, digital payments, customer experiences, and government healthcare claims.
The company’s commercial portfolio includes technology-led solutions driving efficiencies and enhanced end-user experiences across multiple industries in attractive growth markets, including customer experience management, finance and accounting, digital and document solutions, banking, healthcare and human capital solutions. In 2024, the company managed approximately 2.3 billion customer service interactions, captured and classified 10 billion documents and claims and supported millions of employees with human resource (HR) services.
The company serves a substantial portion of the public sector, providing market-leading government and transportation offerings that streamline enrollment and automate claims for government-funded programs, such as Medicaid and accurately deliver benefits payments that residents depend on every day and seamlessly move travelers.
The company’s government portfolio includes government healthcare, eligibility and enrollment solutions, digital payments and child support payments, ensuring efficient Medicaid healthcare claims processing and delivery of benefits to the most vulnerable populations. The company’s solutions help state agencies determine eligibility, streamline enrollment, adjudicate claims and meet modularity mandates for government-funded healthcare programs. The company also delivers government-distributed payments seamlessly and securely utilizing its proprietary software and expertise. In 2024, the company processed nearly 450 million Medicaid claims.
The company’s transportation portfolio includes public transit and road usage charging solutions that streamline operations, increase revenue and reduce congestion while enabling safer, more seamless travel with reduced environmental impact. The company helps transportation agencies collect payments, manage operations, equipment and servicing, and enable digital transactions for transit and road usage charging globally, processing over 13 million tolling transactions every day while helping to reduce congestion.
Each day, the company’s people and its digital business solutions and services serve millions of end users on behalf of its clients.
Of the company’s global team, nearly 40% is in North America with the remainder located primarily in its delivery centers in the Asia Pacific, Latin America, the Caribbean, and Europe.
In line with the company’s strategic initiatives, the company transferred or sold certain portfolios and businesses in 2024. These include the company’s BenefitWallet health savings account and medical savings account portfolio (collectively, the ‘BenefitWallet Portfolio’), the company’s Curbside Management and Public Safety Solutions businesses, and the company’s Casualty Claims Solutions business.
Strategy
The company focuses on delivering outcomes across three critical dimensions: Growth, Efficiency, and Quality. The company’s strategy is designed to deliver shareholder value by creating profitable growth, expanding operating margins, and identifying process efficiencies.
Growth
To capitalize on growth opportunities, the company remains focused on several key strategies:
Sales Performance Optimization: The company continues to optimize sales training, talent, processes and account management to strengthen client and prospect relationships to gain more selling opportunities both with new clients, as well as greater share of wallet with existing clients.
Offering Development: The company continues to augment its portfolio of services and solutions with innovative technology capabilities, including cloud, data analytics, automation tools, generative AI (GenAI)/AI, digital payments and machine learning capabilities to create differentiated, high-value solutions for its clients, operate efficiently and enable greater penetration of attractive market segments.
Efficiency
The company continues to identify ways to create new efficiencies. The company has simplified and standardized its operating model by removing redundant management layers and applying processes that enable faster decision-making and greater transparency and accountability. In addition, the company’s strategies:
AI and Automation: The company will continue to invest in embedding GenAI/AI and intelligent process automation into existing operations, including automated document management, fraud prevention and detection, claims adjudication and customer experience. The company’s automation tools increase productivity through advanced data extraction and handling of structured and unstructured data, improve workflow efficiency through business rules and task automation and increase operational accuracy through predictive analytics. In 2024, the company launched a dedicated GenAI program with over 20 prioritized use cases to help drive quality, efficiency and faster cycle times in its clients' operations, as well as formed a GenAI innovation initiative with Microsoft.
Delivery Optimization: The company continues to operate more efficiently through common processes with a shared services model that enables economies of scale and creates greater accountability for client performance. The company drives progress through continuous process improvement and capitalizing on a range of staffing models, including flexible work from home and hybrid work and optimizing its geographic footprint.
Quality
The company’s clients depend on stable, high-quality service delivery. The company continues to drive progress by increasing system uptime, improving operational stability and creating client confidence and satisfaction by focusing on the following strategies:
Proactive, Real-time Monitoring of Applications and Service Performance: The company continues to invest in AI and machine learning technologies to proactively monitor and prevent incidents.
Data Center Optimization: The company has systematically consolidated the majority of its technology infrastructure into two primary data centers leading to increased processing speeds, redundancy and stability, and improved performance for its clients.
Improve End-User Experience: The company is enhancing both user interfaces and experiences across its offerings by expanding self-service tools, AI-powered virtual assistants and mobile apps and by leveraging deeper user insights through analytics.
Segments
The company operates through three reportable segments: Commercial, Government, and Transportation.
Commercial
The company’s Commercial segment provides business process services that span the company’s clients’ business processes end-to-end from the front-office to the back-office for a variety of commercial industries. These solutions are both cross-industry and industry-specific in nature. Across the Commercial segment, the company operates on its clients’ behalf to deliver mission-critical solutions and services to improve efficiencies and enable revenue growth for its clients and better experiences for their consumers and employees.
Government
The company’s Government segment provides government-centric services and solutions to the U.S. federal, state, local and foreign governments for public assistance, healthcare programs and administration, transaction processing, payment services and case management. In this segment, the company helps governments respond to changing rules for eligibility and increasing citizen expectations, modernize legacy technology systems, combat benefits fraud and shift in response to an evolving regulatory environment.
Transportation
The company’s Transportation segment provides systems, support and revenue-generating solutions to government transportation agency clients. The company delivers mission-critical tolling, transit and digital payment solutions that streamline operations, increase revenue and reduce congestion while creating safe, seamless experiences for travelers. The company helps transportation agencies contend with rising urbanization and mobility, the need for system efficiency and an increased focus on transportation infrastructure.
Service Offerings
Commercial
The company’s technology-led solutions and services include Customer Experience Management (CXM), Business Operations Solutions (BOS), Healthcare Claims and Administration Solutions, and Human Capital Solutions (HCS).
Customer Experience Management
The company delivers a full range of customer contact services and customer communications, including customer care, technical support, loyalty management and outbound and inbound sales, handling many complex interactions and representing the brands of its client. The company creates better experiences across the customer lifecycle through a variety of channels, including social media, chat, email, voice and virtual agent to help customers where and how they want to engage. Through omni-channel communications, automation and analytics, as well as labor efficiencies, the company helps its clients to reduce costs, enable scale and drive revenue growth and efficiencies. The company serves marquee clients across multiple sectors, including financial services, health and life sciences, logistics, retail, technology and telecom, travel and hospitality sectors, helping to resolve complex issues for the customers with empathy and effectiveness.
Business Operations Solutions
In its BOS business, the company helps its clients digitally transform business processes and drive efficiency, automation and scale across essential business functions. The company streamlines client operations through its deep industry experience, understanding of its clients’ needs and the latest technology solutions to reduce costs, improve security, performance and accuracy, and enable revenue growth while enhancing the end-user experience. The company’s portfolio of solutions spans automated document and data management, payments processing, finance, accounting and procurement, and financial industry solutions. The company generates revenue in a variety of ways within this business, including per item handled, time and materials, and per service, such as postage, web portal hosting or data storage.
Healthcare Claims and Administration Solutions
On behalf of the healthcare industry, the company delivers administration, clinical support, claims management and patient assistance solutions across the healthcare ecosystem to reduce costs, increase compliance and enhance utilization, while improving outcomes and experiences for members and patients. The company’s solutions span clinical trials, sales, access and adherence for pharmaceutical clients; claims processing, care integration, subrogation and payment integrity solutions for managed care companies; and intake mailroom/data capture and medical management services for claims payers and third-party administrators. Through the company’s solutions provided to pharmaceutical clients, it generates revenue either based on a per employee, per transaction or a per resource per hour basis. Through the company’s medical bill review, claims processing and payment integrity solutions provided to managed care companies, it generates revenue on a per member per month basis for use of its platform, as a percentage of what the company collects for the provider, or a monthly or annual fee.
Human Capital Solutions
The company provides services to support its clients' employees at all stages of their employment from on-boarding through retirement. The company’s solutions span Benefits Administration, Human Resources (HR) and Payroll, and Learning. On behalf of global organizations and governments, the company delivers technology-led HR services and solutions that improves business processes across the employee journey to maximize business performance, while increasing employee satisfaction, engagement and overall well-being. These solutions help empower millions of employees and span health, benefits, payroll, onboarding and learning administration, annual enrollment, wealth and retirement, pensions administration, HR, talent, and workforce management.
Depending on the solution, the company generates revenue in a variety of ways. Within its Benefits Solutions, the company principally generates revenue based on the number of employees and retirees it supports, as well as transactions generated by client life events, such as qualified domestic relations orders, Consolidated Omnibus Budget Reconciliation Act (COBRA) and Affordable Care Act (ACA) administration, which are charged on a per transaction basis. Within the company’s HR and Payroll Solutions, it generates revenue principally per client’s employee per period (month/year) pricing, with tiers to address periodic variations in client employee headcount. Within the company’s Learning Solutions, it generates revenue principally by transaction-based pricing per unit of production along with fixed monthly governance fees.
Government
The company’s Government solutions and services include Government Healthcare Solutions and Government Service Solutions that streamline delivery of government benefits and programs to constituents and families in need.
Government Healthcare Solutions
The company provides program administration solutions for government healthcare programs with a range of innovative solutions, such as Medicaid management, provider services, Medicaid business intelligence, pharmacy benefits management, eligibility and enrollment support, customer contact services, application processing, premium billing and case management solutions. In 2024 alone, the company processed nearly 450 million claims. The company’s cloud-native Conduent Medicaid Suite (CMdS) is a modular software as a service (SaaS) solution for state Medicaid agencies to transform from a legacy Medicaid Management Information System (MMIS) to a digital, interoperable and scalable Medicaid Enterprise System. The company’s case management and tracking solutions provide disease surveillance and outbreak management to make it easier to monitor, report and protect the health of communities globally. Both the U.S. and international governments depend on the company’s disease surveillance and outbreak case management solution to track public health metrics, vitals and birth defects, provide contact tracing and understand outbreak dynamics. These solutions help states, counties and countries optimize their costs by streamlining access to care and improving patient health outcomes through population health management, while helping families in need by improving beneficiary support.
Government Service Solutions
With approximately $85 billion disbursed annually, the company is a leader in government payment disbursements for federally sponsored programs, including benefit card programs and payment card programs. Benefit card programs are closed-loop solutions that support Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF) and Women, Infants and Children (WIC). Payment card programs are open-loop solutions that support child support and Unemployment Insurance (UI). Closed-loop cards are limited to specific retailers (such as Food and Nutrition Service approved retailers), while open-loop cards can be used anywhere that accepts their card network (example MasterCard or Visa). In addition, benefit card programs may only be used for specific, approved products, such as food or baby formula, whereas payment card programs can be used for any type of purchase or cash benefit. The company delivers electronic payments for government services in 35 states, including 22 Electronic Benefit Transfer (EBT) programs, 13 EBT for WIC programs and 6 Electronic Childcare programs. In the company’s closed-loop payments solution, it generates revenue based on the number of cases or number of card holders. Within the company’s open-loop payments solution, it generates revenue based on interchange fees and spending on cards as a percentage of transactions.
The company also offers a broad set of child support services predominately to State Disbursement Units (SDUs), including processing and distributing payments, child support payment cards, childcare credentialing and case management, among others, to help states comply with federal standards. Within child support solutions, the way the company generates revenue varies by state, but it is generally either per financial transaction, per call, fixed price, or for the development of systems.
Transportation
On behalf of transportation authorities around the world, the company delivers solutions to facilitate toll and fare collection, congestion and fleet management and digital payments that help streamline operations and increase revenue. With an expanded focus on sustainability and enhancing the quality of life for citizens and communities around the world, the company’s solutions help reduce congestion and greenhouse emissions, while creating seamless experiences for travelers throughout transportation ecosystems.
Road Usage Charging and Management Solutions
The company’s electronic tolling, urban congestion management and mileage-based user solutions help its clients accurately assess and collect payments millions of times every day to generate revenue for infrastructure improvements. The company’s solutions include vehicle passenger detection systems, electronic toll collection, automated license plate recognition and congestion management solutions. The company generates revenue based on a combination of fixed fee and transaction-based pricing. The transaction-based component can be per account per month, per notice mailed, per active account, per violations fees received, or per image-based transaction.
Transit Solutions
For train, bus, subway, metro and other transit travelers, the company helps make journeys more personalized and convenient while increasing fare collection for authorities and agencies. The company combines fare collection, account-based ticketing and intelligent mobility to provide clients with the added efficiency of a single point of management for all transit solutions. Within transit, the company primarily generates revenue via implementation of end projects (hardware and software, maintenance services, repair and sale of spare parts), and the building and operation of fare collection systems.
Commercial Vehicles
The company provides computer-aided dispatch/automatic vehicle location technology to help clients manage their fleet operations.
Competition
The company’s competitors include:
Large multinational service providers such as Accenture, Cognizant, TTEC and Teleperformance;
Traditional business process outsourcing companies such as Genpact, Wipro and EXL Services;
Human resource, payroll processing and human capital management providers such as Alight and Willis Towers Watson;
Healthcare-focused IT and service solutions providers such as Gainwell, Optum and Maximus;
The U.S. Federal-focused government services providers such as Leidos; and
Transportation multi-nationals such as TransCore, Thales, Cubic and INIT.
Sales and Marketing
The company markets and sells its solutions and services to both potential and existing clients through its global sales and business development teams. Additionally, the company has dedicated account managers and solution architects who work with clients to better understand their business requirements and tailor its standard solutions to meet their unique needs.
The company’s solutions solve clients' business issues and help them achieve their desired business outcomes. The company leverages its broad portfolio of offerings and dedicated team of associates to package solutions that exactly meet clients’ needs, while taking a disciplined approach to pricing and contracting. The company’s sales efforts typically involve extended selling cycles where its deep domain and industry expertise is critical to winning new business. The company maintains strong relationships with its clients from initial engagement to implementation and on-going service delivery.
Intellectual Property
As of December 31, 2024, the company owned approximately 504 U.S. patents and had 14 pending applications. The company’s patent portfolio evolves as new applications are filed, patents are awarded to it and as older patents expire. These patents expire at various dates, generally 20 years from their original filing dates. Additionally, approximately 140 U.S. patents and applications were included with assets divested with the public safety business.
In the United States, the company owns 38 registered trademarks, with 4 pending, reflecting the many businesses it participates in.
History
Conduent Incorporated was founded in 2016. The company was incorporated in 2017.
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