The Internal Revenue Service (IRS) has selected Pegasystems to help modernize agency-wide operations through the company’s Government Platform and Pega Customer Service, which will advance the Enterprise Case Management (ECM) system, Pegasystems announced on Tuesday.
"Many government agencies continue to be challenged by legacy systems that can't handle the increased and unpredictable demands of today's world," said Doug Averill, vice president and industry market lead, government, Pegasystems.
The IRS recently embarked on a large-scale, agency-wide modernization project, including the implementation of an ECM system to unify existing technologies into a single platform for the benefit of taxpayers, employees, and the organization. Pegasystems will work to speed case resolution and reduce costs.
Pegasystems’ ECM system will run on low-code, intelligent solutions to support agency-wide operations, as well as enable the IRS to quickly address immediate and future organizational needs. The company will provide secure, end-to-end, integrated case management to improve operational efficiency, streamline costs and enhance taxpayer services.
The ECM solution will help authorized IRS employees to see the entire range of issues and communications associated with each case for faster resolution. The company’s low-code, model-driven technology brings technical and non-technical users together to quickly and collaboratively build and deploy new applications, configure changes within existing applications, and adapt to new policies and legislation.
Pega Government Platform will integrate an intuitive visual approach to enable better collaboration, faster time to market and lower costs while helping to future proof the organization as technology evolves.
The company's Customer Service will enable organizations to predict and manage the complexities of constituent experiences in one central system through artificial intelligence (AI) to anticipate needs, connect constituents to the right people and systems and automate interactions.
"We're proud to be part of such an important and innovative initiative that will transform the way the agency gets work done for the ultimate benefit of constituents," Averill concluded.
Pega is the leader in cloud software for customer engagement and operational excellence. The world's most recognized and successful brands rely on Pega's AI-powered software to optimize every customer interaction on any channel while ensuring their brand promises are kept. Pega's low-code application development platform allows enterprises to quickly build and evolve apps to meet their customer and employee needs and drive digital transformation on a global scale.