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Center of Excellence Overview

Updated on November 27, 2019


This content applies to On-premises, Client-managed cloud and Pega Cloud environments


The enterprise should be organized in a manner that best delivers Pega applications. This includes establishing standards, policies, and best practices to align resources and encourage optimal behaviors that result in reliable delivery of Pega applications and quickly deliver business value. Those standards speak to the definition of consistently well-formed applications and enable the organization to leverage the highest level of re-use and deliver solutions with the greatest ROI. Proper orchestration of resources is also key so that they work together effectively, both within the implementation teams and between the various supporting resources.

This is achieved by incrementally maturing a COE, following a roadmap that defines and improves governance, the operational model, and engagement strategy necessary to combine appropriate resources essential for the successful selection, definition, delivery, and rollout of Pega applications.

There are key components that an organization needs to address in order to get the maximum benefit from the Pega Platform™ and leverage digital process automation, robotics and AI, as well as the tools to quickly deliver solutions.


Align resources

Teams and roles should be clearly defined, including how they collaborate, to ensure quality Pega applications and business value are delivered efficiently. The COE is the core durable team that assures continuity and engages with related teams to coordinate in the delivery of Pega applications, from fit assessment to implementation, test, and ultimately production. Alignment is addressed in terms of governance as well as how it is impacted by technical and methodology decisions.

The COE collaborates with stakeholders across the enterprise to ensure Pega technology and capabilities are well understood, and will:

  • Work with executive leadership to keep the strategic and critical business initiatives aligned where digital process automation, AI, and robotics may play a role
  • Establish an operating model that ensures the right people, with the right skills, are in the right roles
  • Establish an effective delivery model that aligns with the broader organization


Drive best practice

Common best practices should be adopted and adapted to fit the organizations culture.  Every organization is structured differently, and best practice needs to align with the structure that exists and evolve as the organization matures.  A key role of the COE is to define best practice, but it is also essential that it has the capacity to communicate and assure adoption.

Establish the standards, [best] practices, and processes to maximize delivery efficiency and better ensure project success.  This entails aligning Journey Centric Delivery (JCD) and Direct Capture of Objectives (DCO) with the enterprise agile and/or lean methodologies.  Again, this is part of any Pega project and therefore the COE ensures it gets consistently implemented and optimized. 

Encourage reuse

In order to drive down costs and boost productivity, it is important that Pega applications be consistently well-formed and stratified so that functionality being developed can be leveraged widely.  A reuse culture will not happen organically and needs to be nurtured and encouraged. A custodian of reusable assets also needs to be identified, and the COE naturally fills that role.

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