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:

• 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.
• Case acceptance through email – enables the ICM agents to accept the investigation cases directly through E-mail.
• 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 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.
• Add activity plan – enables the ICM case owner to add an activity plan to an investigation case and assign tasks to the team members

• Create assessment – enables the ICM agents to conduct assessments for entities that are related to any investigation case.
• Quick creates – enables the ICM agents to create subjects and investigation cases on mobile and hand-held 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 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 workload.
• 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 the associations in a visual representation, which gives a 360-degree view of all 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 which is available only in UI Kit version. It provides the following capabilities:

• 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, workload, team members, and work lists.

Procurements management

Pega Government Platform provides a case management-based application for managing the procurement process which is available only in UI kit version. It provides the 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 based on 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 each have specific dashboards that enable them to view procurement status, team workload, team members, and work lists.

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.