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Case Study

Queensland Department of Education: A seamless enterprise solution for complaint management

  • Created a modern, easy-to-use system for managing customer complaints

  • Improved reporting and analysis for better decision making

  • Achieved alignment with current Australian standards for complaint management

"The new Customer Complaints Management System (CCMS) provides a comprehensive, enterprise solution for collecting, storing, and analyzing customer complaints. The new system, developed with the Pega Government Platform™ (PGP), provides the Queensland Department of Education with a modern, easy-to-use system that can be expanded in the future."

The Business Issue

The Department of Education in Queensland, Australia provides services to more than 800,000 school students and almost 300,000 children enrolled in early childhood services across the state.

Previously, the department relied on spreadsheets to track and manage complaints for each business unit and significant manual effort was required for data collection and reporting. There was also limited complaint information available, which hampered the department’s ability to efficiently review and analyze customer complaints to identify trends, issues, and opportunities for improvement.

The Solution

The Department of Education engaged Pegasystems to develop a new system for managing customer complaints that would allow it to more efficiently and effectively address the needs of its customers and meet its reporting and compliance obligations.

The new Customer Complaints Management System (CCMS) provides a comprehensive, enterprise solution for collecting, storing, and analyzing customer complaints. The Pega Government Platform™ (PGP) offers a simple, easy-to-use interface and the ability to rapidly build and deploy applications, leveraging the platform’s built-in case management framework.

The Results

  • Implemented in four months.
  • Created more effective and efficient complaints management, processes, and capabilities.
  • Reduced the manual effort needed to collect complaints data for reporting and analysis.
  • Automated notifications and escalations assist with resolving complaints within required timeframes.
  • Streamlined workflows and business processes are generating efficiencies for frontline complaints staff.

Read the full Queensland Department of Education article in Governments Building for Change. Governments Building for Change

All text sourced directly from Governments Building for Change.

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Challenge: Operational Excellence Challenge: Workforce Optimization Industry: Government Product Area: Platform