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Case Study

New South Wales Department of Planning, Industry and Environment: Transforming a legacy planning system for a better customer experience

  • Previously using 15 systems and many custom apps, along with cumbersome paper-based processes that often required in-person meetings

  • Used the Pega Government Platform on Pega Cloud to centralize, streamline, and simplify the application process

  • Reduced application determination times by more than 50%

“With Pega, we were able to work efficiently together with small groups of stakeholders including councils, state agencies, and industry, to design a fully integrated digital solution.”

Gino Cavallaro Executive Director ePlanning, New South Wales Department of Planning, Industry and Environment

The Business Issue

The New South Wales Department of Planning, Industry and Environment (DPIE) provides Australia’s most populous state with a wide range of services related to planning, zoning, building, and conservation. 100,000+ applications are submitted to the DPIE annually.

Previously, the planning process utilized a significant number of bespoke applications across the various councils and the Department. Not only were these applications costly to run, they also demanded a high level of effort and resources to stay fully operational. Additionally, there was a high reliance on a number of cumbersome paper-based systems.

The Solution

The Department used the Pega Government Platform on Pega Cloud to create the NSW Planning Portal, where state and local government can engage the community and industry and meet their legislated obligations from the convenience of their home or office in a 24/7 environment.

The application process has been digitized and integrated into a single digital platform—a seamless alternative to what was previously a disparate range of manual processes that could only be conducted in person and during business hours.

The Results

  • Created better customer experience for citizens of New South Wales registered to use the planning system
  • Speed with which new applications can be implemented enabled the Department to sustain a rapid pace of progress.
  • Over 2,000 development applications were submitted through the ePlanning Online DA service since December 2018
  • New system reduced application determination times by more than 50%

All text sourced directly from Governments Building for Change.

Related Resources

Read the full article on NSW DPIE in this report.

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Industry: Government Product Area: Platform Solution Area: Customer Engagement Solution Area: Customer Service Solution Area: Enterprise Modernization Solution Area: Operational Excellence