Written by Admin | Jan 11, 2023 7:03:11 AM
Key Challenges
- High turnaround time for application response leading to customer dissatisfaction
- Heavy reliance on manual & paper intensive processes
- Significant limitations around systems flexibility, integration and scalability
- Incomplete view for the application and related data artifacts.
- Lack of transparency.
- Regulatory compliance
- Agile delivery with 20+ business teams involved
- Multiple un-integrated systems.
Coforge along with Pega Systems, built a solution using Case Management to
- Log and track concurrence and referral cases between government agencies and councils
- Initiation and completion of payment by DPE and applicant respectively
- Dashboard enabling users track and filter on their cases (current and historical)
- Mechanism for participants to request additional information and respond on the same
- Workload management by council and agency users
- Interactive document management
- Ability of the council / applicant to request for Secretary’s Intervention in certain scenarios
Business Benefits
- Automated case creation – A 100% improvement on the existing highly manual process of using emails and paper mailSolution for Intelligent data processing capabilities including automated case processing and rule-based processing
- 100% improvement in assessment time for Sutherland Council where all applications are online (106 to 53 days)
- Reduced complexity - A single point of contact (DA application) enables the applicant user to manage all digital interactions with the Planning system for development applications
- Delivered savings of $1.4M through the re-use of existing features
- 2 times faster case assessment with a reduction from 106 days to 53 days