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U.S. Census Bureau modernizes and exceeds expectations, on a massive scale

Going digital produced impressive results when it mattered most. Find out how.

The U.S. Census Bureau serves as the leading source of quality data used to inform a variety of social, economic, and political decisions. The team turned to Pega’s multiexperience development capabilities to modernize and streamline the collection of massive amounts of response data, processing operations, and partnership engagement – across 50+ systems. Here’s how:

“By implementing agile technology, we found ourselves very prepared for unpredictable changes and were able to pivot quickly as needed.”

Zachary Schwartz Division Chief, IT Service Management Office at the U.S. Census Bureau (Government CIO Media & Research, September 23, 2020)

Simplify large-scale data collection and processing

The U.S. Census Bureau needed to streamline shared data collection and processing.

Together with Pega they made a shift of transformational magnitude – they launched the ECaSE (Enterprise Census and Surveys Enabling) project.

This integrated, enterprise solution ushered in significant improvements for the 2020 Census.

“The productivity rate of field staff in 2020 was literally nearly double that achieved during the 2010 Census.”

Tim Olson Associate Director for Field Operations, U.S. Census Bureau (Census.gov)

Increase awareness with an integrated CRM system

Previously, partner management and communication processes were highly manual and cumbersome – which posed a challenge with more than 400,000 partners on board.

Through a new Customer Relationship Management (CRM) system, the Bureau was able to send automated alerts, reminders, and calls to action to drive Census awareness and participation.

 

New CRM platform automated communications with more than 400,000 partner organizations

Use insights to engage with hard-to-reach audiences

Thanks to near-real-time data, the Bureau was able to use CRM to quickly identify communities lagging in responses and reach out to traditionally hard-to-count populations – including tech-savvy young and mobile millennials.

Bridging this gap was critical to increasing education and awareness.

80% of self-responses received through internet

Current wins and what’s next for the U.S. Census Bureau

Leading up the 2020 Census, the Bureau knew there was a massive opportunity to shift to digital tools and processes.

As the first census to go primarily digital – amid weather events, public health concerns, and other circumstances – it was an overwhelming success.

The 2020 Census was already 90% complete with a full six weeks to go before the original deadline.

Summary of Key Accomplishments:

• New multichannel system with a mobile platform

• Zero system downtime

• Census was 90% complete a full 6 weeks before deadline

• 400,000 unique logins supported in one weekend

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