Coforge partnered with a non-ministerial department of the UK government to modernize its national-scale debt management operations through a cloud-first, configuration-driven platform. The objective was to unify fragmented systems, improve recovery outcomes, and ensure policy-aligned, citizen-centric service delivery at scale.
The transformation delivered a Customer-Centric Debt Collection System (CDCS) built on Pega Cloud, enabling secure, scalable, and highly available operations. The platform supports billions in managed debt and millions of active cases annually, delivering improved recovery performance, operational efficiency, and regulatory compliance.
Transformation Timeline
Legacy assessment and platform design
Low-code implementation and cloud deployment
DevSecOps enablement and automation
Continuous optimization and live service maturity
Drag
The Challenge
The organization required a unified, policy-compliant platform capable of managing multiple debt regimes at a national scale. Legacy systems led to fragmented customer journeys, manual processes, and inconsistent treatment of cases.
Adapting to evolving policies was slow, while enforcing safeguards such as affordability checks, vulnerability identification, and statutory compliance required stronger automation and governance.
Additionally, the client needed improved customer experience, faster deployment cycles, enhanced automation, and robust auditability aligned with public sector standards.
Our Approach
Cloud-First Low-Code Platform Implementation
Delivered a configuration-driven debt management platform on Pega Cloud, minimizing customizations while maximizing scalability and flexibility.
Unified Case Management & Decisioning
Integrated case management, decisioning, telephony, correspondence, and reporting into a single platform to streamline operations and improve efficiency.
AI-Driven Policy & Decision Automation
Leveraged Pega Customer Decision Hub and GenAI Blueprint to operationalize policy rules, automate decision-making, and accelerate solution design.
DevSecOps & Continuous Delivery Framework
Implemented automated CI/CD pipelines with guardrails, security checks, and blue/green deployments to ensure safe, fast, and reliable releases.
Advanced Integration & Architecture
Enabled secure, API-led integrations using OpenAPI standards, OAuth-based security, and reusable data models, ensuring interoperability and scalability.
Partner / Technology Ecosystem
- Pega Platform (Collections, Customer Service, CDH)
- Pega Cloud
- GenAI Blueprint
- ServiceNow, Selenium, Cucumber
- Odigo CTI, Quadient
Impact to Date
+15%
Improvement in Collection Effectiveness
+40%
Faster Release Cycles
+30%
-25%
Reduction in Telephony Contacts
99.95%
>99%
£48.7bn
-75%
Business Impact
- Improved revenue recovery through intelligent decisioning and automation at a national scale
- Reduced cost-to-serve by minimizing manual effort and leveraging low-code configurability
- Enhanced citizen experience with consistent, transparent, and policy-aligned processes
- Strengthened compliance through automated safeguards and auditability
- Enabled continuous innovation with a scalable, cloud-native, and DevSecOps-driven platform
By transforming legacy debt management operations into a cloud-first, AI-enabled platform, Coforge enabled the organization to operate at a national scale with greater efficiency, transparency, and control. The result is a resilient, policy-driven system that improves recovery outcomes while delivering a more consistent and citizen-centric experience. With a scalable low-code foundation and embedded DevSecOps capabilities, the organization is now equipped to rapidly adapt to evolving regulations, drive continuous innovation, and sustain long-term operational excellence.