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PegaWorld iNspire 2023: Taking a Journey-first Approach to Financial Management (Presentation)

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The U.S. Department of Veterans Affairs (VA) Financial Services Center (FSC) provides an array of financial management, professional, and administrative services to the VA and other governmental agencies. The FSC is divided into services that are organized around revenue centers and product lines to better focus service delivery and accountability. The FSC turned to Pega to enrich its architectural runway with the objective of automating agility, maximizing value, simplifying service transactions, and boosting efficiency. With a journey-first approach, the organization is optimizing its financial deliveries.

Learn how, by using Pega, IPPS processes 5,000+ invoices in a day and 150K+ invoices in a month – saving $1.2 million every month. With Pega’s CRM, the organization averages 75,000 customer inquiries handled in a month with an average 3,000 inquiries in a day. Hear how the FSC improved CX experiences, optimized benefits processing, reduced costs of benefits integrations, augmented employee efficiencies, improved employee productivity, and achieved overall maturity in operational agility.


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Industry: Government Product Area: Intelligent Automation Topic: Customer Service Topic: PegaWorld

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