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Pega Government Platform PRODUCT OVERVIEW 7.4

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Page 1: Pega Government Platform · Add interview – a component that allows users to add interviews by selecting question templates, entering questions and responses in text area, and adding

Pega Government Platform

PRODUCT OVERVIEW 7.4

Page 2: Pega Government Platform · Add interview – a component that allows users to add interviews by selecting question templates, entering questions and responses in text area, and adding

© 2018

Pegasystems Inc., Cambridge, MA

All rights reserved.

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For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service

marks are property of their respective holders.

For information about the third-party software that is delivered with the product, refer to the third-party license

file on your installation media that is specific to your release.

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distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form

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time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc.

and must be returned to it upon request. This publication does not imply any commitment to offer or deliver

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This publication may include references to Pegasystems Inc. product features that have not been licensed by

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installation, please consult your Pegasystems Inc. services consultant.

Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or

typographical errors, as well as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or

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This information is the property of:

Pegasystems Inc.

One Rogers Street

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Phone: (617) 374-9600

Fax: (617) 374-9620

www.pega.com

Pega Government Platform

Document: Product Overview

Software Version: 7.4

Updated: July 2018

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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

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Modeling a complete process ................................................................ 13

Additional resources............................................................................................... 15

Visit the Pega Discovery Network (PDN) ...................................................... 15

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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.

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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.

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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.

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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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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