Consistently Deliver Efficient, Accurate Service to Citizens

The challenge: Agencies are being asked to improve the quality and efficiency of citizen service with fewer resources and shrinking budgets. But manual workarounds, cumbersome legacy systems and isolated channels are all driving up processing time and errors. The result is unacceptably high administrative costs, increasing improper payments and an inability to deliver benefits in a timely manner.

With Pegasystems, efficient, accurate, citizen-focused service can become a reality. Pega solutions for the cloud and on-premise provide the agile and dynamic intelligence you need to accurately determine benefits, substantially increase efficiency and reduce processing time and costs. Real-time business process management, situation-specific rules and end-to-end case management across all channels provide a complete picture of each citizen to ensure that the right constituent receives the right benefits for the right programs.

To make sure your agency can respond immediately to new programs, policies and regulations, Pega puts the power to innovate into the hands of program managers and analysts with a host of intuitive, business-friendly tools for rapidly adapting processes, rules and decisions to current requirements.

Key Constituent Relationship Management benefits:

• Reduce call volume and empower citizens to serve themselves. Guide self-service citizens with automated processes that help them quickly and accurately determine whether or not they qualify for a benefit.
• Deliver superior service with fewer resources. Empower agency staff with a unified desktop for managing interactions across all channels, a 360-degree view of the constituent and front-to-back office integration that provides transparency across channels, departments and agencies.
• Reduce improper payments. Leverage intelligent processes and real-time application of rules and calculations to correctly and consistently determine eligibility, calculate benefits and enroll citizens.
• Cut time and costs for reporting. Simplify the reporting process with auto-generated documentation that comprehensively records actions and decisions and provides a complete audit trail that effectively supports appeals management.
• Rapidly implement and adjust program policies, processes, rules and decisions. Take advantage of visual business models that directly capture policies and dynamically applied rules to eliminate time-consuming software coding and multiple versions of an application.