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Pega Government Platform
PRODUCT OVERVIEW 7.4
© 2018
Pegasystems Inc., Cambridge, MA
All rights reserved.
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This information is the property of:
Pegasystems Inc.
One Rogers Street
Cambridge, MA 02142-1209
USA
Phone: (617) 374-9600
Fax: (617) 374-9620
www.pega.com
Pega Government Platform
Document: Product Overview
Software Version: 7.4
Updated: July 2018
Pega Government Platform Product Overview 3
CONTENTS
Overview of Pega Government Platform ................................................................ 1
Simplify the build of modern government applications ........................ 1
Accelerate government application development .................................. 1
Enable persona-based interactions ......................................................... 1
Comply with accessibility requirements .................................................. 1
Where is it applicable?..................................................................................... 2
Who benefits from the Pega Government Platform application? ............... 2
High-level functionality ............................................................................................ 3
Reusable components for faster application development ........... 3
Components used to capture information.............................................. 3
Components used to manage information ............................................. 4
Entity Independent Components: ............................................................ 4
Association Management Framework: ............................................... 5
Pega Government Platform configurations in Pega Express ....................... 5
Pega Government Platform Case Management ........................................... 5
Event case management ........................................................................... 5
Investigative case management ............................................................... 5
Complaints management ......................................................................... 6
Procurements management..................................................................... 7
Enhancements to profile views ................................................................ 7
Additional Pega Government Platform capabilities ..................................... 9
User registration ........................................................................................ 9
Reports ....................................................................................................... 9
Self-service portal ...................................................................................... 9
Data model .............................................................................................................. 10
Roles, portals, and dashboards ............................................................................. 11
Roles ............................................................................................................... 11
Portals ............................................................................................................. 12
Web self-service portal ............................................................................ 12
ICM supervisor portal .............................................................................. 13
ICM agent portal ...................................................................................... 13
Pega Express portal ................................................................................. 13
Pega Government Platform Product Overview 4
Modeling a complete process ................................................................ 13
Additional resources............................................................................................... 15
Visit the Pega Discovery Network (PDN) ...................................................... 15
Pega Government Platform Product Overview 1
Overview of Pega Government
Platform
Pega Government Platform provides a public sector-oriented foundation with dynamic
components, common data structures, and case types that are designed for government
agency usage. You can assemble the Pega Government Platform application by using the
latest versions of Pega Express and Designer Studio to modernize existing applications and
accelerate the implementation of new applications.
The following sections detail the key business objectives of the Pega Government Platform
application:
Simplify the build of modern government applications
Government applications deal with complex business processes. Pega Government
Platform aids implementation teams by providing reusable assets for applications,
including components for entity intake, case evaluations, checklists, and so on. These
components are configurable, dynamic, and Pega Express-ready; together, they enable
implementation teams to create and manage new case types with ease.
Accelerate government application development
Reducing the overall implementation time for government applications is a core Pega
Government Platform objective. Robust design patterns, class structures, data entities, and
business processes, such as user registration services, are available by default in the
application. With the application’s portals, dashboards, and case types that are designed
for government agency use, Pega Government Platform provides assets that any
government agency implementation project can use to reduce discovery and delivery
timelines.
Enable persona-based interactions
Government applications often involve the self-service channel in addition to caseworker
and manager personas. Supporting multiple personas can add complexity. Pega
Government Platform simplifies support for multiple personas by providing dashboards
and portals that you can use immediately or, when needed, you can extend to meet your
specific case requirements.
Comply with accessibility requirements
It is critical that government applications be accessible for both employees and
constituents. Pega Government Platform has been tested for common accessibility
standards by using screen readers. All Pega-provided navigation, user interactions,
dashboards, portals, and processes are 508 compliance certified.
Pega Government Platform Product Overview 2
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Where is it applicable?
Pega Government Platform is applicable to all government projects, including, but not
limited to, application intake, eligibility and enrollment, inspections, complaints,
procurements, contracts, investigative case management, constituent-centric apps, vendor
or business-centric apps, and grants management.
Who benefits from the Pega Government Platform application?
Implementation teams benefit from the reusable assets in the Pega Government Platform
application in the form of process, portals, dashboards, services, Express-ready
components, and data models. Pega Government Platform provides referenceable design
and architecture patterns that you can extend for any application. The application's
business capabilities also provide working examples that business stakeholders can use to
visualize their application and facilitate a gap analysis for their specific use cases.
Pega Government Platform Product Overview 3
High-level functionality
Reusable components for faster application development
Pega Government Platform provides components or processes that can be used to build an
application or case by using Pega Express or Pega Designer Studio.
These components are classified into the following categories:
Components used to capture information
Use the following components to capture information about entities and components:
Basic person information – a process that captures basic person information, validates
it, and checks for the presence of duplicate information.
Detailed person information – a process that captures detailed person information,
validates it, and checks for the presence of duplicate information.
Business information – a process that captures business information, validates it, and
checks for the presence of duplicate information and persists it in the system of record.
Facility information – a process that captures facility information, validates it, and
checks for the presence of duplicate information.
Vehicle information – a process that captures vehicle information, validates it, and
checks for the presence of duplicate information.
Persist person – a process that persists person information in the system of record.
Persist business – a process that persists business information in the system of record.
Persist facility – a process that persists facility information in the system of record.
Persist vehicle – a process that persists vehicle information in the system of record.
Capture experience – a process that captures the experience details of a person.
Capture training – a process that captures the training details of a person.
Capture relationships – a process that captures the relationship details of a person.
Capture location – a process that captures the location details of an entity.
Persist education – a process that persists the education details of a person in the
system of record.
Persist training – a process that persists the training details of a person in the system of
record.
Persist experience – a process that persists the experience details of a person in the
system of record.
Persist relationships – a process that persists the relationship details of a person in the
system of record.
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Persist location – a process that persists the location details of an entity in the system of
record.
Components used to manage information
Use the following components to manage information about entities:
Manage education – a process that manages the education details of a person and
persists those details in the system of record.
Manage experience – a process that manages the experience details of a person and
persists the details in the system of record.
Manage relationships – a process that manages the relationship details of a person,
such as spousal or employees relationships, and persists the details in the system of
record.
Manage training – a process that manages the training details of a person and persists
the details in the system of record.
Manage location – a process that manages the location details of an entity and persists
the details in the system of record.
Manage facility – a process that manages the facility entity details and persists the
details in the system of record.
Manage vehicle – a process that manages the vehicle entity details and persists the
details in the system of record.
Entity-independent components:
In addition to the entity-related components, Pega Government Platform provides entity-
independent Pega Express-ready components that you can reuse and customize to meet
your business needs:
Evaluate process – a process through which you (for example, an evaluator or reviewer)
can evaluate the application against various criteria that is important to your
organization. After you evaluate the application, the system calculates a total evaluation
score based on a weightage formula and the system recommends one or more next
actions to take.
Review checklist – a process through which you (for example, a reviewer) review the
application against various checklist items. You can track your progress by selecting the
check boxes corresponding to items as you complete them.
Consent agreement – a component that displays an actionable consent agreement
screen. This screen contains customizable text for your organization’s agreement
clauses, a check box to signify agreement, and a field to provide a signature.
Add interview – a component that allows users to add interviews by selecting question
templates, entering questions and responses in text area, and adding participants,
location, attachments, and other details.
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Add evidence – a component that allows users to add evidence details, such as
category, description, attachments, captured by, location, and so on.
Add case notes – a component that allows users to add case notes.
Association Management Framework
Pega Government Platform provides an association framework that allows you to associate
objects to objects. As a realization of the framework, the Pega Government Platform
solution also showcases the ability to manage all of the associations that are linked to the
entities in the system. For example:
Person to Business, Person to Facility, Person to Vehicle
Business to Facility, Business to Vehicle, Business to Person
Facility to Business, Facility to Person, Facility to Vehicle
Vehicle to Person, Vehicle to Business, Vehicle to Facility
Pega Government Platform configurations in Pega Express
Pega Government Platform extends Pega Express to provide additional business
configuration capabilities for evaluation criteria, review checklist criteria, consent
agreements, and business rule configurations that are relevant to specific case types and
applications.
Pega Government Platform Case Management
Pega Government Platform includes the following applications to highlight specific uses
cases:
Event case management
Pega Government Platform includes end-to-end event case management that enables
organizations to improve the resolution process. It provides the following capabilities:
Initiate events
Review events
Resolve events
Investigative case management
Pega Government Platform includes an end-to-end investigative case management
application that enables organizations to improve the efficiency of the investigations
management and resolution process by reducing paperwork and providing a digital
platform. It provides the following capabilities:
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Event intake – enables the intake worker to capture event details and category, and to
send it for review.
Initiate investigation cases – enables the ICM agents and supervisors to initiate
investigation cases through an event or standalone cases.
Subjects case management – enables the ICM agents to create subjects, and to
associate subjects to investigation cases or known entities.
Conduct interviews – enables the ICM agents to conduct interviews on subjects and to
add interviews to an investigation case.
Capture evidence – enables the ICM agents to add evidence and capture all of the
details for an investigation case and associate it with subjects.
Add case notes – enables the ICM agents to add case notes that are related to any
investigation to the investigation case.
Quick creates – enables the ICM agents to create subjects and investigation cases on
mobile and handheld devices.
Generate report of investigation – enables the agents and supervisors to generate a
report of an investigation by selecting the contents to be included in the document.
Team management – enables the ICM agents (case owners) to manage the team
members for an investigation case.
Manage associations – enables the agents and supervisors to manage all of the
associations that are related to an investigation case, subject case, event case, and
entities.
Persona based dashboards – ICM agents, supervisors, and intake specialists have
specific dashboards that enable them to track events, investigations, team work, and
work load.
Access management – enables the ICM agents to request read and write access, and to
approve access as read, write, or custom access.
Case and object visualizations – enables the view of all of the associations in a visual
representation, which gives a 360 degree view of all of the tied objects.
Audit trails and timeline views – enables the view of the activities in any case in a visual
timeline view or list view.
View of investigation case – enables the view of all details related to an investigation
case in a 360 degree UI to get a complete picture of the case.
Complaints management
Pega Government Platform includes an end-to-end complaints management application. It
provides following capabilities:
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File complaints – enables constituents to create complaint cases and provide all related
details.
File anonymous complaints – enables constituents to file an anonymous complaint.
Review complaints – enables managers to review the complaint cases and take
necessary action.
Persona based dashboards – Complaints workers and managers have specific
dashboards that enable them to view complaint status, work load, team members, and
work lists.
Procurements management
Pega Government Platform provides a case management-based application for managing
the procurement process. It provides following capabilities:
Define specifications – enables the procurement officer to define specifications for the
new procurement.
Add marketing details – enables the market analyst to add and capture details for the
marketing related to new procurement.
Define advertisements – enables the procurement officer to define advertisement
details for a procurement.
Vendor bidding – enables the vendors to submit bids against the listed procurements.
Multi-personnel evaluation – enables multiple levels of evaluation for the submitted
bids.
Award bid process – enables the supervisor to award a bid on the basis of the
evaluation score and system recommendation.
Ask questions – enables the end users to submit questions.
View answers – enables the end users to view the existing questions and answers on
the portal.
Persona based dashboards – Procurement officers, supervisors, and market analysts
have specific dashboard that enables them to view procurement status, team work
load, team members, and work lists.
Enhancements to profile views
Pega Government Platform provides enhanced profile views in the form of editable widgets
for both person and business entities:
Enhanced person profile view
Pega Government Platform provides agencies with the ability to create, update, and view
profiles for individual constituents in the form of editable widgets, which provide the ability
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to edit existing information. Each profile includes personal information, demographics,
relationships, employment, and communication details.
Enhanced Business profile view
Pega Government Platform provides the ability to create, view, and manage business
entities and the details of their employees, branches, relationships to constituent profiles,
and communication details in the form of editable widgets.
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Additional Pega Government Platform capabilities
User registration
Constituents can register and obtain an online account through Pega Government Platform
to access services provided by agencies without the need to come into an office or call the
agency. After registering, users can manage their own operator ID and password. The user
registration process utilizes Pega’s authentication and authorization services, which you
can integrate into your agency’s security infrastructure.
Reports
Pega Government Platform is built on the Pega Platform and enables reports to be created
easily based on case types and processes. As a reference, Pega Government Platform
provides sample reports relating to complaints and procurements.
Self-service portal
Pega Government Platform includes a self-service portal with the abilities to both view
profile information and execute processes. The portal enables constituents to utilize
agency services by using the web channel and to perform services and actions on their
own.
Pega Government Platform Product Overview 10
Data model
Pega Government Platform provides common data objects to manage the data that is
related to various government processes. The following matrix provides the key data
objects that are used in the application.
Object Description
Entity Contains data pertaining to business, associate, person, vehicle,
facility and place.
Address Contains information pertaining to address details of person,
business, facility, vehicle and associate.
Communication Contains information pertaining to communication details, such as
email, fax, phone, social network, and websites.
Configuration Contains information pertaining to the configurations of address,
country, state, authorization, and communication type.
Context Contains information pertaining to the business level, application
level, and class level associated settings, values, and configurations.
Custom access Contains information pertaining to access rights.
Education Contains information pertaining to the education details of a person.
Evidence Contains information pertaining to evidence.
Identifier Contains information pertaining to identifiers like passport, driver
license, SSN or national ID.
Investigation Contains information pertaining to an investigation.
Subject Contains information pertaining to a subject.
Event Contains information pertaining to an event.
Interview Contains information pertaining to an interview.
Note Contains information pertaining to case notes.
Association Contains information pertaining to managing all associations.
Password History Contains encrypted information pertaining to user passwords that are
used to access the system.
Question Contains information pertaining to questions submitted by end users.
Skill Contains information pertaining to the skill details of a person.
Training Contains information pertaining to the training details of a person.
Complaint Contains attributes and information pertaining to complaints filed by
constituents or businesses.
Complaint Action Reason Contains information related to action reasons for a complaint.
Complaints Affirmative
Action
Contains information pertaining to affirmative actions taken for a
complaint.
Procurement Contains attributes and information pertaining to procurements.
Link Contains information pertaining to rules related to linked data.
Portal Contains information pertaining to the details to be displayed on the
portal based on the entity type and business requirement.
Evaluation Criteria Contains information pertaining to the evaluation criteria and
evaluation scores for different applications.
Checklist Map Contains information pertaining to the checklist items to be reviewed
for various applications.
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Roles, portals, and dashboards
Roles
The following table describes each of the roles that are included with the Pega Government
Platform application:
Role Description Application
PGP User Pega Government Platform users include
constituents, caseworkers, and people from
any business entity.
Pega Government
Platform
PGP Manager The manager views urgent work, and reviews
and approves workbasket items.
Pega Government
Platform
Intake specialist The intake specialist creates events on the
basis of reported information.
Investigative case
management
ICM agent The ICM agent works on the investigation
cases.
Investigative case
management
ICM supervisor The ICM supervisor reviews events and
assigns works to the ICM agents.
Investigative case
management
Procurement Officer The procurement officer creates the
procurement plan, enters advertising details,
and answers vendor questions about the
procurement.
Procurement
Procurement Specialist The procurement specialist enters
specification and evaluation criteria for the
procurement.
Procurement
Procurement
Supervisor
The procurement supervisor reviews the
procurement plan details.
Procurement
Market Analyst The market analyst enters market analysis
details about the procurement.
Procurement
Procurement Manager The procurement manager awards the
procurement.
Procurement
Vendor The vendor submits bids against a
procurement.
Procurement
Complaints User The complaints user can file a complaint. Complaints
Complaints Manager The complaints manager reviews filed
complaints and takes further action.
Complaints
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Portals
Pega Government Platform provides different user portals for different user personas. You
can reuse and customize these portals to support your business needs.
Web self-service portal
The Pega Government Platform web self-service portal allows users to view government
services, programs, and their profile. You can integrate the portal with existing agency
websites through Pega’s mashup technology.
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ICM supervisor portal
ICM agent portal
Pega Express portal
Pega Express provides completely visual-driven application development with no coding
required, which enables business users to build applications quickly and easily.
Modeling a complete process
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Pega Government Platform Product Overview 15
Additional resources
Visit the Pega Community
For release notes and product guides, refer to the following link:
https://community.pega.com/knowledgebase/products/government-platform