Digital Transformation of Approval Process using Pega case management

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.

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

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