In addressing challenges posed by an outdated student concessions workflow for public travel in Australia, HCLTech modernized and enhanced the customer experience. Leveraging the Pega Government Platform, our solution aimed to provide a streamlined process for various user groups, including differently abled, war widows, veterans, their employees and the visually impaired, through the issuance of travel concession cards. The implementation involved mapping Pega features to requirements, extending the application for future models and designing the UI with Pega Cosmos. The result was a unified platform, improved operational efficiency, reduced processing time and a strategic shift toward digitalization.
The Challenge
Overcoming legacy constraints
The existing legacy application for student concessions faced scalability issues, necessitating a modernization effort to enhance the overall customer experience. The challenge was to revamp workflows and introduce a scalable solution that caters to diverse user groups efficiently.
The Objective
Crafting an inclusive platform
The primary objective was to create a comprehensive solution using the Pega Government Platform, unifying the process of issuing travel concession cards for various user categories. This included designing workflows for differently abled, war widows, veterans, the client’s employees, the visually impaired and others, all within the Pega framework.
The Solution
Innovative frameworks for future-ready scalability
HCLTech addressed the challenges by mapping Pega features to client requirements, extending the application for future scalability and developing the UI using Pega Cosmos. A dedicated team of Pega developers and QA professionals collaborated in an offshore + onsite model. The solution incorporated tools like AHA, JIRA for Scrum, Java-based components, AWS space and ServiceNow for ITSM.
The Impact
Catalyzing digital transformation in government services
The delivered solution resulted in a remarkable improvement in cycle time, achieving over 50% operational efficiency. The platform unified 13+ different concessions into a single, user-friendly interface, facilitating our client's broader digital transformation strategy. Quick approval processes reduced application backlogs and a single portal servicing all entitlement services streamlined operations, minimizing manual errors and recalculations. The solution proved easily adoptable, with simple configuration changes reducing development efforts and limiting testing scope across multiple variations.
