Case Study
ACSO improves client outcomes and creates efficiencies
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Report time reduced from three or four days, down to hours
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Agents now have a real-time view of client interactions, enabling improved customer satisfaction
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10+ complex programs supported, including substance abuse, mental health and disability services, justice, employment and residential services, and research and advocacy
“Implementing the Pega Platform and Customer Service strategic app has transformed client case management at ACSO … We’ve been delighted with the Platform and the strong partnership we’ve created with Pega which has allowed us to maximise our ROI and design a flexible, scalable and fit-for-purpose case management system.”
The Business Issue
The Australian Community Support Organisation (ACSO) is a not-for-profit organisation operating across Victoria, New South Wales and Queensland, Australia. ACSO provides a wide range of programs and services for people transitioning from prison back into the community, as well as those who are either in, or at risk of, entering the criminal justice system.
The organization’s goal is to reduce crime, prevent recidivism, and improve public safety by managing a full range of services – including mental health and residential services programs, drug and alcohol assessment and treatment services – to help its clients achieve independence.
The Solution
Managing each client’s case requires a complex chain of business processes. ACSO chose Pegasystems to create more effective and efficient administrative and client case management, with greater flexibility to adapt as its case management or client requirements change.
Before ACSO began migrating its existing systems to the Pega PlatformTM, its case management processes – referrals, intake, assessments, and treatment programs for each client – were cumbersome and inefficient.
Now, caseworkers can easily generate highly customized reports and case note compilations. They also have the option of a real-time, dashboard view, where at any given point in time they can view all of the interactions they’ve had with a given client, in addition to caseloads across and within each portfolio of programs being delivered.
The Results
In the future, ACSO hopes to use the Pega PlatformTM to implement predictive analytics and decisioning, to improve outcomes for their clients.
All in all, ACSO has seen:
- Report time reduced from three or four days, down to hours
- 20,000 clients served per year
- 10+ complex programs supported, including substance abuse, mental health and disability services, justice, employment and residential services, and research and advocacy
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