Legal Enforcement is complex containing multiple sub processes and different departments both internal and external. Within the processes there are different actions that must be completed depending on what task is required and there is lots of interaction between different stakeholders to ensure that cases can flow from case creation through to resolution.
The current process was manually worked with multiple online and offline excel trackers. Therefore, it made the process difficult to manage and obtain clear visibility of the current workflow, time consuming and there was inconsistency within the process.
Utilising existing technology to make things better
We created an end to end Legal Enforcement process map within Pega by building multiple Workflows. The Process would start with the case preparation screen by collecting a few basic pieces information for the case and it will then move to the selected sub-process.
We gave users the ability to pend cases for specific reasons which allowed them to seamlessly manage their workflows and we built reporting that enabled managers to see what was where, why and for how long. We also built in automatic reminders to avoid due dates being missed.
We created case transfer functionality that allowed cases to move from one user to another with a clear audit trail, which was something they had not had before and were delighted to have.
We also built an email listener to automatically attach email responses to cases and notify case managers that they had a response and update the case status within PEGA to acknowledge the response. We also created functionality to allow users to send emails from within Pega using pre- defined templates to save time and ensure accuracy and consistency of correspondence.