Legacy Modernization using PEGA for a State-owned water Authority in Australia
Overview.
Client is a state government owned statutory authority that controls much of the water system for a state in Australia including the reservoirs, and the sewerage and drainage system that services the city.
Development services is one of the key business groups which guide the land development, flooding and asset development process
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
Regulatory compliance
Agile delivery with 20+ business teams involved
Multiple un-integrated systems
Manual reconciliations for financial reconciliations and adjustments
Solution.
Coforge with its unique blend of highly skilled Pega Lead System Architects and Pega Lead Business analysts, successfully managed to cope with the changing requirements without missing a single milestone of the project.
Process improvements were done in the following areas
Automated case creation – Earlier more than 50% of the applications were created through email and mail. This led to a lot of data entry issues and delayed application processing. With this project, the application creation is entirely automated with no need for the operator to manually enter the application related data. Efficiency improvement of more than 50% achieved.
Straight Through Processing – automated application processing based on outcome of the GIS business rules (100% reduction in Turnaround time in the applicable scenarios)
Automated correspondence generation – saved time of the business operators by designing correspondence templates for specific scenarios while keeping it flexible for the business operator to add/remove certain clauses. Also, earlier the outbound correspondences were sent in print. The inbound hard copy correspondences were scanned and then attached to the case. This has been changed to sending correspondence through email and also automatically attaching received correspondences to the case.
SPEAR – Application to Application (A2A) integration was built with this govt. system with far more improved capabilities than the earlier legacy application like automated case re-opening, automated withdrawals etc. This has virtually eliminated the need to use the SPEAR portal and improved the process and operator efficiency
Simplified the number of types of applications that the customer can create. This simplification exercise led to significant decrease in the application types from 112 to 32.
The project was managed keenly in sync with Agile and lean methodologies with multiple deployments in a day in order to minimize the blockage time for the QA team.
The Impact.
16-year-old complex legacy organization replaced in merely 8 months
>50% of efficiency improvement in case creation
>50% Efficiency improvement due to automated outbound and inbound correspondences.
The SBU of is now 100% Green with no paper being used in the case processing
489 User stories, 11 interface components and systems with 42 interfaces all developed in around 6 months 36% cases were automatically processed without any manual intervention
25% improvement in meeting industry agreed timeframes in 1 year of implementation
