Effective Citizen Benefit Services Delivery - Avoiding Improper Payments

Whether it’s Medicare, unemployment insurance or social security, federal agencies delivering citizen services are struggling with how to combat waste, fraud and abuse.  But with complexity rising (changing programs and policies) and manpower diminishing (tightening agency budgets), one thing is for certain: the situation might only get worse.

The federal government last year made more than $100 billion in improper payments; some, including the Washington Post, estimate say it’s as high as $125 billion*.  In comparison, that’s more than six times the budget of NASA.

I recently appeared on Washington, D.C.,-based WFED 1500 AM’s Federal Tech Talk program with my colleague, Sr. Director of Corporate Marketing Russell Keziere, to talk more about this pressing issue.  On March 23, I’ll team up with well-known IDC analyst Thom Rubel, for a webinar on the very same topic.  The event, which Pegasystems is teaming up with 1105 Government Business Network on, will cover best practices and recommendations from IDC research and how we’re partnering with some government agencies to address these challenges.

Political sentiment, including stringent new laws, is putting agencies under more pressure to improve citizen satisfaction and decrease costly errors that have largely prompted these overpayments. But there is a bright side.  Advanced technologies that build for change and wrap and renew aging legacy systems can reverse this troubling trend.  Feel free to attend the webinar to hear more.


* An improper payment occurs when the funds go to the wrong recipient, the recipient receives the incorrect amount of funds, or the recipient uses the funds in an improper manner.