From Paper Chaos to Digital Bliss: How the Public Sector is Turning the Page with Coforge’s Tech Makeover

The Landscape of Challenges

Faced with a sea of inefficiency, our client’s operational landscape was overwhelmed by isolated applications requiring manual intervention for connectivity, hindering seamless customer service. The flood of paper-based documents further threatened to undermine order and efficiency, plunging operations into disarray.

Innovative Breakthroughs

As challenges loomed, Coforge stood out as a beacon of innovation, extending a comprehensive suite of solutions to protect and enhance our client’s operations. Leveraging the power of Pega PlatformTM, we introduced an efficient case management solution that transformed our “client services” team’s approach, enabling them to handle compliments and complaints more effectively through a streamlined process.

We developed a robust, cloud-hosted platform, creating a seamless environment for case management activities to flourish. This integration reduced manual efforts significantly and aligned with Document Management Systems (DMS) and other essential systems, turning compliance into a harmonious operation rather than an unexpected challenge.

Our goal was crystal clear: to empower users to leverage the Case Management System (CCMS) effortlessly, facilitating a smooth interaction with downstream systems

This initiative ensured a symphony of seamless integration and operational harmony, guiding our clients through any storm with assurance and ease.

Results of Transformation

After the storm passed, a rainbow arched across the sky, symbolizing the vibrant outcomes:

• The Pega solution unveiled a new Case Management solution, accessible across the web, bringing a ray of sunshine to online accessibility.
• Integration with DMS, SharePoint, Online Email, TRIM, and the Grant System through Pega, allowed Legal Aid to move gracefully, like leaves in a gentle breeze.

Highlights

The deployment not only cleared the skies but also nurtured growth:

• Integration with DMS systems boosted productivity by 15 – 20%, a gen tle breeze propelling our client forward
• The solution eradicated manual efforts to sync systems, planting the seeds for a lush, synchronized digital garden.