IP Australia Adopts Pega Robotic Automation to Further Drive Efficiencies and Enhance Customer Experience
19 September 2017 - 11:00PM
Pegasystems Inc. (NASDAQ:PEGA), the software company
empowering customer engagement at the world’s leading enterprises,
today announced that Intellectual Property (IP) Australia has
adopted Pega® Robotic Automation to improve overall customer
experience by automating business processes to significantly reduce
time and costs associated with data entry.
IP Australia, the Australian government agency that administers
IP rights, processes approximately 850,000 IP service requests per
year, including more than 160,000 new applications for IP rights.
Over time, the agency deployed multiple systems and processes to
help its staff handle its growing work volume. However some of
these processes required staff to access and move data across as
many as four different systems for the same request. These
labor-intensive tasks added time and effort that could be better
used serving customer needs.
IP Australia will deploy Robotic Process Automation (RPA) with
Pega Robotic Automation to complete many of these mundane
data-entry tasks faster and more effectively. The streamlined
process will enhance service experiences and quality outcomes for
its customers. In addition, employees will be freed from routine
tasks to complete more strategic initiatives, which the agency
expects will also improve job satisfaction and tenure.
This deployment extends Pega’s partnership with IP Australia as
it executes on its major business, information, communications, and
technology transformation project Rights-in-One (RiO) Program. As
the first step, IP Australia previously adopted Pega® Platform to
maintain a seamless digital process for lodgement and processing of
IP rights applications. The addition of RPA infuses rapid
automation to further enhance the agency’s broader digital
transformation journey.
Quotes & Commentary
“We are very excited about our partnership with Pega and our use
of advanced technology to streamline IP Australia’s processes,”
said Rob Bollard, general manager, RiO Program & Business
Futures, IP Australia. “By developing an innovative digital
infrastructure, we are supporting business efforts, improving
employee performance, and are able to better support our
customers.”
“Government agencies must lead modernization efforts to reduce
costs and enhance service delivery to citizens,” said Luke
McCormack, vice president and managing director, Pegasystems, Asia
Pacific. “As one of Pega’s long-time government clients in Asia
Pacific, IP Australia has been at the forefront of modernization
and automation within the region. We look forward to extending our
partnership through the next stage of their transformation
journey.”
Additional Resources
- Background: Pega Robotic Automation & Intelligence
information page
- Data Sheet: Pega Robotic Process Automation
- Background: Pega solutions in the public sector
About Pegasystems
Pegasystems Inc. is the leader in software for customer
engagement and operational excellence. Pega’s adaptive,
cloud-architected software – built on its unified Pega Platform –
empowers people to rapidly deploy, and easily extend and change
applications to meet strategic business needs. Over its
30-year history, Pega has delivered award-winning capabilities in
CRM and BPM, powered by advanced artificial intelligence and
robotic automation, to help the world’s leading brands achieve
breakthrough business results. For more information on
Pegasystems (NASDAQ:PEGA) visit www.pega.com.
Press Contact:
Sean AudetPegasystems Inc.sean.audet@pega.com(617)
528-5230Twitter: @pega
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