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Case Study

U.S. Census Bureau: Digital transformation of the 2020 Census

  • Zero system downtime
  • 48.57% increase in enumerator productivity
  • 400,000 unique logins supported in one weekend

“Going digital with an automated system from Pega helped manage our village with more ease and efficiency than ever before. Plus, 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, U.S. Census Bureau, Source: (Government CIO Media & Research, September 23, 2020)

The Business Issue

The U.S. Census Bureau serves as the leading source of quality data about the nation’s people and economy. The Bureau uses a series of data collection methods to gather this data, including the Decennial Census of Population and Housing that happens every 10 years.

To modernize and streamline its data collection and processing operations, the U.S. Census Bureau launched the Enterprise Census and Surveys Enabling (ECaSE) project to create an integrated enterprise solution for shared data collection and processing. The aim was to lower complexity and deliver savings for all censuses and surveys, with an initial focus on the 2020 Census. Another modernization initiative for the 2020 Census was a new customer relationship management (CRM) system for the Bureau’s partner program.

The Solution

Pega played a key role in both data collection and partner program initiatives. The Bureau used the Pega Government Platform™ for its ECaSE operation – including survey operational control – to manage and orchestrate case workloads and track the progress of response data collection across survey collection channels; field operational control, which ingested all workload information across Census field operations; and data collection, including survey response management, field enumeration, and the self-response instrument for response collection.

“Our response system has not had a single minute of downtime since we first invited people to respond online.”

Steven Dillingham Director, Director, U.S. Census Bureau, Source: (Statement before the House Oversight and Reform Committee, July 29, 2020)

The Results

  • New CRM platform automated communications with more than 400,000 partner organizations
  • 80% of self-responses received through the internet and 92 million households counted in just the first four months
  • Census was 90% complete a full six weeks before deadline
  • New data collection system was multichannel with a mobile platform for door-to-door enumerators

All text sourced directly from Governments Building for Change.

Related Resources

Download the full U.S. Census Bureau case study (and many others) here.

US Census Bureau: CRM for Partnerships

Learn how the U.S. Census Bureau is improving the workforce, technology, and the decennial census.

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Desafio: Atendimento ao cliente Desafio: Modernização empresarial Industry: Governo Área do produto: Plataforma
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