Category: Excellence in Public Sector Customer Services

The State of Maine nominated by Pegasystems, Inc.

Situation
  • Needed to reduce time to successfully resolve blocked unemployment claims
  • Needed to rapidly respond to legislative changes
  • Increase automation
Implementation & Innovation
  • Reuse of systems across organization
  • Deliver superior customer service
  • Create the agility to adapt to market changes
  • Replicate operations of leading commercial organizations
Benefits
  • Reduced processing from 42 days to less than one week
  • Approximately 20% code reuse for future projects
  • Established a BPM Center of Excellence
  • Seamless transparency
Technology
  • The State chose a platform that incorporated a secure, cloud-based infrastructure unifying BPM, CRM and case management.