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Case Study

FBI modernizes to address firearm legislation and purchase volumes

  • 23 million background checks annually
  • Unified omni-channel end-user experience
  • Complex rules-driven and automated processes
  • Quickly responds to changing legislation
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The Challenge

The Federal Bureau of Investigation (FBI) within the U.S. Department of Justice is an intelligence-driven and threat-focused national security organization with both intelligence and law enforcement responsibilities. As part of its mission, the FBI National Instant Criminal Background Check System (NICS) helps save lives and protect people from harm by preventing guns from falling into the wrong hands. NICS is used by Federal Firearms Licensees (FFLs) to instantly determine whether a prospective buyer is eligible to buy firearms or explosives. Before ringing up a sale, FFLs check with the FBI to ensure that each individual meets all the eligibility requirements.

As the political environment fluctuates and as crises occur, the United States experiences rapid spikes in gun purchases and, by law, a background check must be completed within three business days of the request.

The Solution

Using Pega, the FBI created a public-facing website that is the interface for all registered firearms dealers. When an individual attempts to purchase a firearm, an authorized user is able to securely log in and quickly submit a background check request to the FBI. Using an omni-channel approach, the authorized user also has the option to pick up the phone and call the FBI NICS call center. Pega serves as the workflow engine to appropriately route requests where they need to go. If a request is denied, then it is routed to a separate system. Prior to implementing Pega, background check requests were processed manually and could potentially result in long wait times. With Pega, case routing between investigators and the contact center personnel is automated and accurate. As a result of significantly reduced call volumes to the contact center, FBI personnel will be able to process a larger number of background checks even with limited resources.

All text sourced directly from Governments Building for Change.

Related Resources

  • Download the full FBI case study (and many others) here.

  • With Pega for Government, organizations can seamlessly engage with constituents over multiple channels.

  • It's time to rethink enterprise modernization.

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Industry: Defense Industry: Government Product Area: Platform Solution Area: Enterprise Modernization
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