Category: Excellence in Public Sector Customer Services
The State of Maine nominated by Pegasystems, Inc.
- 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
- 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
- The State chose a platform that incorporated a secure, cloud-based infrastructure unifying BPM, CRM and case management.