Helping our clients outmaneuver uncertainty
COVID-19 has created unprecedented uncertainty. We continue to work with our clients to meet their challenges. Explore our COVID-19 client case studies.
As NASA employees began to return to the space centers for work, new policies and procedures were developed and implemented for workforce contact tracing manually via paper and spreadsheets depending on the center. However, with these processes, agency leaders observed a lack of consistency and scalability, posing potential risks for employees. They investigated options for a digital contact tracing solution with a robust framework for all centers to adopt and began working with Accenture quickly implement a new solution.
Accenture’s Salesforce, telephony and analytics expertise led to a technical solution launch for a US state within just nine days, followed by a ramp up of 200 volunteer contact tracers within the first three weeks, and another 1,000 tracers the following week. With this success, the NASA solution leveraged a pre-packaged asset to accelerate delivery of a unified solution. Starting and finishing technical deployment happened within just 4 weeks. The solution was deployed to 80 medical contact tracers for a population of over 60,000 contractor employees and almost 20 thousand civil service employees.
When COVID-19 drastically impacted businesses around the world, many companies faced concerns around the availability of cash. This monumental event put liquidity at the top of mind for every chief financial officer.
Accenture Finance stepped up our focus on getting a near-real-time view of cash flow. This data needed to be reported daily so that it could be analyzed and run through scenarios with recommendations on actions to Accenture leadership. An enhanced view of near-term cash flow would enable Accenture to better respond to client requests for changes in payment terms.
A COVID-19 Response team was mobilized and organized into four workstreams: Controllership; Treasury and Corporate Planning & Analysis; Financial Management; Corporate Development. Along with a newly developed COVID-19 dashboard, each workstream launched targeted activities to get the insights they needed to address the liquidity challenges of clients and our own needs, including the need to manage the follow-up of collecting payment from clients.
All the teams delivered insights with agility and speed combined with timely data and analysis to Accenture leaders for critical decision making, risk management and effective communications.
The Tennessee Department of Human Services (DHS) faced a surge in call volumes due to the COVID-19 pandemic.
It urgently needed help to scale up its contact center response. Accenture mobilized 25 skilled consultants in four days to handle surging call volumes. We utilized the contact center solution on Amazon Web Services (AWS) Connect technology. FAQs were added into the system to address the most common questions.
Average hold time was reduced from 38 minutes to under five, and the percentage of calls answered increased from 74 to 98 percent. FAQs created around common questions deflected 45 percent of callers who didn’t require a live agent as a result.
RESPOND: Beyond Blue, a leading national mental health provider in Australia, witnessed a 30 percent spike in negative mental health cases since COVID-19—which meant the non-profit organization had to somehow manage increased operational costs to service the demand.
Accenture partnered with Beyond Blue and Medibank to co-author a Federal Government proposal to fund a national solution for digital mental health services in response to the pandemic.
In just eight workdays, the collaboration was able to secure access to crucial funding, and design and launch the Coronavirus Mental Wellbeing Support Service.