ZAI operates the centralized Document Management Center (DMC) for the Pension Benefit Guaranty Corporation (PBGC) which is charged with protecting the pensions of 44 million American workers and retirees. The DMC processes more than 1.5 million documents per year. ZAI provides: 

• Document processing (imaging and indexing)
• Records management
• Outbound call center services
• Supply management

ZAI has exceeded contract requirements to provide between 99.99 and 100% records processing accuracy. We’ve established remote processing centers, manage influxes in volume via forecasting and recruiting efforts, and successfully executed ad-hoc projects ahead of schedule and under budget.

We completed the work for a processing center in Chicago ahead of schedule and $900,000 under budget. We reduced workflow cycle time by 20%, and delivered customer satisfaction demanded by the agency and its participants. ZAI leveraged a Lean Six Sigma approach to re-engineer workflow. We reduced one process from more than 60 steps to less than 35. This enables us to meet increasing workload demands without adding employees, decreasing per unit processing costs for the agency.