Case Study
Navy Federal Credit Union saves 300,000 hours with Pega-centered citizen developer program
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Needed to automate manual processes in the face of rapid growth in membership
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Created a citizen developer program centered around Pega
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Saved more than 300,000 hours annually
“As we are now incorporating Pega App Factory into our approach, new pod teams spend two weeks in the classroom and then move right into the project, with coaching and support from the Automation Center of Excellence. App Factory allows us to support multiple groups running the program concurrently.”
The Business Issue
Navy Federal Credit Union (NFCU) is the largest credit union in the world, with over 11 million members and 21,000 employees. Recent growth in membership fueled an increase in transaction volumes.
To keep pace with this growth and to accommodate increased workloads, NFCU was forced to hire more individuals. The increased headcount only helped so much as the work was highly manual, leading to potential errors and increasing the organization’s exposure to risk.
NFCU decided that automation would be the best solution to increase throughput while improving quality and mitigating risk. In addition, the organization needed this automation to be driven by citizen development to power cost savings and prevent outsourcing.
The Solution
Navy Federal partnered with Main Digital and Pega to develop and mature its Automation Center of Excellence (ACE). This culminated in the development of the ACE Playbook, which provides a structured approach to discovering, implementing, and managing Pega robotics and task mining solutions within the enterprise.
Within NFCU, citizen development teams spend two weeks learning Pega App Factory in the classroom before moving into project work with coaching and support from ACE. Pega App Factory is a comprehensive program management toolkit that gives business and IT leaders the visibility they need to ensure every app is built with quality and consistency.
The Results
So far, NFCU has realized the following benefits with ACE:
- 300,000 hours saved annually
- 60 citizen developers trained
- 35 applications built