Real World example of Xerox using Mechanical Turk to impact performance in a Healthcare Payer forms processing workflow.

1. ][ What does Cloud Mean?

2. Cloud Computing ][
When YOU need
As much as YOU need
Only pay for what you use

3. ][ What is Crowdsourcing?
A large group of people
= Mob
Add a common interest
= Crowd*
* Wikipedia definition of Crowd

4. Crowd Trends[ ]
Image provided by Crowdsource.org

5. ][ What is Cloud Labor?

6. • Large, scalable workforce
• Critical mass environment, on demand
• Change the cost paradigm from fixed
to variable
• Programmatic Access (API)
• Quality controls and workflow “building
blocks”
][ Characteristics of Cloud Labor

7. ][
*as of Apr 19th, 2012
500,000 Workers*
190+ Countries
Marketplace for Work

8. What is Crowdsourcing?
“Outsourcing to the Crowd: The act of taking a function traditionally performed by
employees or suppliers and outsourcing it to an undefined, generally large
network of people in the form of an open call through a technology mediated
platform ”
A fast-emerging workforce paradigm with potential to transform/disrupt the
outsourcing industry
Augments & Complements traditional workforces
Internal
(on-roll) Workforce
@Home
Workforce Contract Labor
Pre-
qualified
“Vetted”
Crowd
“Open”
(Transient)
Crowd

9. Why Crowdsource?
• On-demand access to global talent
• Improved resource utilization
• Cost efficiencies
• Scalability
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Cost and Time
Efficient
24X7 diverse
Workforce
On-demand
Ramp up and down
Corporate Social
Responsibility
• Crowdsourcing is “Cheaper”
It is actually more efficient
• Crowdsourcing is Faster
It is actually more scalable

10. Crowd-sourced Claims Processing Workflow (1/1)
Receive Sort Scan OCR Repair Key/Reivew QC Deliver
MAILROOM OCR DATA ENTRY
Crowd Sourcing Processing Module
CROWDSOURCING PLATFORM
Create
HITs
Distribute
HITs
Validate/
IntegrateXerox Proprietary TechnologiesXerox Proprietary Technologies

11. “HIT”s on the Crowd Platform
1. Tasks grouped by Similarity
2. No-scroll layout
3. Navigation without mouse
4. Simple Instructions
Optimized for minimally skilled
worker
Sample Data Validation HIT
Mturk Entry page
Sample Data Entry HIT

12. Security & Privacy
• Micro-tasking: Forms split into individual fields (images)
• No context in images sent to crowd (patient name, ID etc.)
• Split images chosen from multiple forms to create a “HIT”
• Images accessed by worker through a URL; cannot be downloaded
• Worker responses are encrypted
• Forms deleted after split
• Split images deleted once accessed

13. Quality Assurance
• Workers pre-qualified based on performance
 95% approval on at least 2000 HITS on AMT for pilot
 Can be based on our own tasks as we build a worker base
• Configurable redundancy (none, 1, 2 etc.) for data entry tasks
• Ability to block worker and OR reject job (no payment)
• Addition of “gold data” to tasks to validate worker performance

14. Pilot Results
• Average crowd worker turn around time: 24 min
• Average end-end batch completion time per day: 10 hours
• Accuracy on completed tasks (10% sampling per day): 98.5%
• Estimated Cost Savings from pilot: 16%
• Cost Savings projected with optimized workflow under development: 18%
• Cost Savings projected under production conditions (70% OCR success rate):
24%
• 1000+ workers “recruited” during pilot with highest participation from India
(65%) and US (29%)
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15. Pilot Learnings
• Forms processing using crowd is technically and operationally feasible
 Crowdsourcing can be seamlessly integrated with internal
transaction processing workflows preserving security and privacy
 The crowd really exists! Large pool of globally located, on-demand
workers willing and able to handle our data entry jobs
 Crowd executes fast
• Minimum cost savings of 15% appears achievable
• Crowdsourcing solutions can smooth out production demands and do it
in a global and sustainable way.
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