Government Agencies Reduce Costs and Transform Citizen Service with Pegasystems

CAMBRIDGE, Mass. – May 23, 2012 – Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced two new solutions that enable government agencies to more rapidly modernize their aging infrastructure and deliver improved citizen services at substantially lower costs.   Both solutions, which feature strong support for many key government service processes and data structures, will be demonstrated at PegaWORLD taking place June 3-5 in Dallas. 

Pega for Government™ and Pega Customer Process Manager (Pega CPM) for Government™, which further extend Pega’s industry-leading dynamic case management and Customer Relationship Management (CRM) offerings in the public sector, drive operational cost efficiencies and allow agencies to deliver the same satisfying interactions that citizens experience when dealing with well-run banks, healthcare, insurance and communications providers.  Pega for Government optimizes how agencies and systems integrators modernize their systems.  Pega CPM for Government automates the delivery of high-quality citizen service across all communication channels, including social and mobile, to maximize the value of every interaction.

The solutions, built on Pega BPM and Pega CPM, target two of the most pressing pain points in the public sector: modernization and citizen service delivery.  Hampered by aging infrastructure and disparate organizational silos, agencies are struggling to modernize legacy systems that thwart the delivery of citizen-focused service and inhibit quick responses to ongoing policy changes. 

The solutions drive:

  • Expanded communication channels, including support for mobile and self-service, to give greater access to constituents and agencies.
  • NIEM (National Information Exchange Model) now built-in to Pega to help accelerate modernization.
  • New support for key government service processes including unemployment insurance, license and permits registration among others.
  • Unified view of citizen and contact profiles, including current and past programs.
  • More accurate, timely and efficient service delivery across multiple programs.
  • Cloud options to allow agencies to better serve citizens and their own case workers.

As a recognized industry leader, Pega has helped drive successful initiatives at nearly 20 government agencies globally. 


Supporting Quotes:

Thom Rubel, Vice President, IDC Government Insight

“In 2012, governments find themselves struggling to emerge from the effects of economic recession and challenged to take advantage of emerging services and solutions that drive real operational efficiency and opportunities to improve services delivery.  Government IT organizations must innovate to extend their enterprises to support these goals.”

Dave Dantus, Director, Public Sector Solutions at Pegasystems

“Government agencies today face significant pressures to do more with less, yet they still have to meet growing demands for improved constituent service, lower costs, and greater transparency.  For many of them, modernization is proving to be far too difficult.  Pega technology empowers them to quickly overcome these challenges, whether it’s future legislation, policy changes, or budget cuts.”


Supporting Resources:

To read more about Pega public sector customers’ successes, visit: and

For more information on Pega’s government solutions, visit:

To find out how you can register to attend PegaWORLD 2012, where you can hear success stories from Pega clients in government and beyond, visit:

About Pegasystems

Pegasystems (NASDAQ: PEGA) develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use, and global scale. For more information, please visit us at

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The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.


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Lisa Pintchman Rogers
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+1 617-528-5230

Ilena Ryan
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Joanna Richardson
Director, Corporate Communications
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+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
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+44 (0) 118 9398 584

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