{"id":506252,"date":"2022-02-03T10:08:09","date_gmt":"2022-02-03T09:08:09","guid":{"rendered":"https:\/\/www.capgemini.com\/?page_id=648643"},"modified":"2025-03-13T06:00:41","modified_gmt":"2025-03-13T05:00:41","slug":"citizen-services-solution-with-pega","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/se-en\/solutions\/citizen-services-solution-with-pega\/","title":{"rendered":"Citizen services solution with Pega"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Citizen-Services-Solution-with-Pega.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:19% 32%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Solution<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Citizen Services Solution  with pega<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/se-en\/solutions\/citizen-services-solution-with-pega\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/se-en\/solutions\/citizen-services-solution-with-pega\/&amp;text=Citizen services solution with Pega\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/se-en\/solutions\/citizen-services-solution-with-pega\/&amp;text=Citizen services solution with Pega\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Meet your connected citizen.<\/h2><p class=\"intro-para-content\">Today\u2019s citizens and businesses demand an always-on, relevant, and consistent government experience. They expect a retail-grade, multi-channel experience that is just as efficient as the innovative private sector services they\u2019ve become used to. <br><br>Service agents too want to work for organizations able to equip them with the digital tools, information, and support they need to deliver an efficient, consistent, and personalized service.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video\"><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><h3 class=\"Video-title\" data-maxlength=\"34\">Our Citizen Services Solution<\/h3><div class=\"video-info\"><p data-maxlength=\"68\">Today citizens and businesses demand an always-on experience.<\/p><\/div><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/TtZeCnxRsRA\" frameborder=\"0\" rel=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-the-challenge\">The challenge<\/h3>\n\n\n\n<p>The challenge for governments is how best to use digital to meet these needs, whilst reducing operational costs and lowering the cost to serve in the face of ongoing budgetary constraints \u2013 all without compromising on internal work conditions and the citizen experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-an-end-to-end-citizen-centric-solution\">An end-to-end citizen-centric solution<\/h3>\n\n\n\n<p>ÎÚÑ»´«Ã½\u2019s Citizen Services Solution (CSS) with Pega can help. It enables you to deliver more efficient services to your constituents, whether citizens or businesses. CSS is a pre-assembled, omni-channel, front-end to back-end platform that incorporates Pegasystems\u2019 case management and AI-enabled process automation capabilities to simplify constituent connections. With CSS, you will make every citizen request more efficient via digital pathways.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-achieve-operational-and-constituent-experience-objectives\">Achieve operational and constituent experience objectives<\/h3>\n\n\n\n<p>CSS targets business critical objectives for achieving operational excellence, making informed and insights-led decisions, and enabling a seamless connected constituent experience. These are consistent across all areas of government:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Civic services (citizen-facing functions and operational activities) \u2013 providing citizens with a prompt, personalized service, and access to money\/benefits wherever they are, and through the channel of their choice. Service agents have the tools they need for multi-channel engagement and are empowered to work quickly, freeing up time to spend with people who need it<\/li>\n\n\n\n<li>Central government (non-citizen-facing functions and operational activities) \u2013 enabling employees to perform regulatory tasks and activities more quickly and efficiently with the information and tools they need, therefore improving productivity and enhancing the workplace experience.<\/li>\n<\/ul>\n\n\n\n<p>At ÎÚÑ»´«Ã½, we recognize that each department of government has its own mission, and that digital plays a distinctive role for each. It\u2019s not one size fits all. The marketplace provides wide-ranging examples of the outcomes and use cases for implementing a unified omni-channel IT platform incorporating dynamic case management in government, including the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pension and insurance<\/li>\n\n\n\n<li>Defense and justice<\/li>\n\n\n\n<li>Revenue and regulatory<\/li>\n\n\n\n<li>Employment and social security<\/li>\n\n\n\n<li>Healthcare and research<\/li>\n\n\n\n<li>Grants management<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-a-better-citizen-experience-journey-and-agent-efficiency\">A better citizen experience journey and agent efficiency<\/h3>\n\n\n\n<p>ÎÚÑ»´«Ã½ and Pegasystems have been partnering to deliver market-leading solutions that solve our joint clients\u2019 customer experience business issues for more than ten years. With Pegasystems\u2019 compelling technology platform integrated seamlessly into both customer channels and back-office technologies, ÎÚÑ»´«Ã½\u2019s consulting and applications expertise helps government agencies quickly tap into the \u201cPower of Pega\u201d to drive digital transformation<\/p>\n\n\n\n<p>Together, we underpin digital transformation. With smart digital government processes and automation, a true 360\u00b0 view of the constituent, and a range of business rules and analytics, our clients reduce their operational costs and provide a seamless service across multiple channels. Tailored routing strategies for each citizen request or segment will ensure you deliver personalized constituent services.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-an-affordable-and-agile-response-to-change\">An affordable and agile response to change<\/h3>\n\n\n\n<p>With the knowledge that few governments have the capacity \u2013 or budget \u2013 to bring about instant change, CSS supports incremental digital transformation of constituent services in a solution that utilizes foundational legacy systems. Put simply, existing IT investments are utilized rather than thrown away.<\/p>\n\n\n\n<p>It also supports the agile and rapid rollout of new service programs as services can be added iteratively to current systems one request at a time, and can be easily designed around emerging legislation.<\/p>\n\n\n\n<p>Finally \u2013 and crucially for governments \u2013 CSS connects the information and processes residing in existing IT investments in a \u201cwrap &amp; renew\u201d strategy to reduce the overall investment required for this digital transformation. This increases the agility of legacy systems and ensures that government bodies keep pace with rapidly changing legislation.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":151,"featured_media":0,"parent":122193,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"48c4370e-dfda-4356-b0f0-f5405bd00a19\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","footnotes":"","featured_focal_points":"","partner_card_description":"","gsap_animation":0},"brand":[],"partner_type":[],"service":[],"industry":[],"partners":[],"page-type":[140],"content-group":[],"class_list":["post-506252","page","type-page","status-publish","hentry","page-type-solutions"],"yoast_head":"<!-- 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