The Client
The client is a governmental New South Wales entity that provides legal and non-legal services to certain socially and economically disadvantaged people across NSW.
Key Challenges
- The current system provided to client executives is not effective at assisting staff to perform their daily operations.
- Absence of an intuitive UI Screen in the system
- System lacks SLA capability, and it didn’t allow user to search the records and do multitasking
- The existing system lacks reporting capability and would require maintaining different excel sheets for individual requests.
- The system was not user friendly hence motivating the staff to look for manual workarounds in dealing with Client problems using predominantly paper-based processes.
Solution
Coforge built a solution using Pega platform to:
- Implement a highly intuitive UI and dynamic layout to have improvised user experience
- Provide 3600 view to the end user for open tasks & service requests assigned to the individual
- Automating the renewal of yearly business forecast reports.
- Elevate the customer experience via real-time correspondence to external parties
Business Benefits
Coforge built solution provides below stated business benefits to the client:
- Reduction of approximately 12k duty services request
- 15-20% improvement in Productivity post DMS integration.
- 5% Improvement in closing Request
- Better visibility on the processes and handling
