Support Dynamic Case Handling with Adaptable Case Management

Traditional case applications have trouble adapting to changing requirements and adhering to policies and procedures. Some solutions offer flexibility, but are unable to ensure compliance with policy. Other solutions can handle governance, but are unable to dynamically adapt to new contexts and changing requirements.

Pega adaptive case flow delivers the best of both worlds, enabling you to implement compliant case applications while gaining the flexibility needed to manage the dynamic nature of cases. Pega fully supports dynamic case management so that each case can be automatically or manually changed. Automated changes include dynamically reconfiguring a process, initiating a new process, creating or archiving content, automatically creating a sub-case or task or updating a system. Caseworkers can manually respond to changes, including initiating a new process, case or tasks, adding and editing content as well as creating entirely new sub-cases or tasks and defining new processes on-the-fly. The result is highly adaptable case management that fully automates best-practice case flows while also providing the latitude to handle exceptions based on new work requirements, content and criteria.

And with Pega's exclusive "design by doing" capability, new cases or tasks that are created to handle unforeseen exceptions can be saved bacj to the case application as a new case type or template. As a result, the next time the scenario is encountered, the appropriate case type is available so that the case can be handled without the disruption that typically occurs when exceptions are encountered.

Using Pega's adaptive case flow, you can:

• Optimize case management while appropriately accounting for unexpected changes.
• Automate case management from wherever possible.
• Cut costs and error rates with fewer manual processes and workarounds.
• Reduce the time and effort for implementing new case types.

Key Capabilities

• Structured to Unstructured Case Management — From highly structured cases with defined and consistent processes to those which require significant manual work, Pega's adaptive case flow supports all levels of structure in the same case application.
• Adaptive, Rule-Driven Case Management — While process drives a case forward, adaptable rules automatically adjust work by applying the right tools (UI, security, content, process) to address the evolving context of the case and to support the people involved.
• Event Response —Automated or ad-hoc responses to events that occur during a case support a wide range of activities including generating events, receiving and processing external events, event notifications, automated actions based on events and even personalized event subscriptions. Users who receive an event can take an ad-hoc action based on the event.
• Design-by-Doing Case Development — Ad-hoc additions of tasks, sub-cases and content become a visually explicit part of an in-process case and its case record. Because users can capture these changes and save them as new templates, you can quickly create new case types and organically extend case applications. In addition to incorporating exceptions into the normal repertoire of work handled, this approach can also be used for passive case and process discovery at the outset of solution development.