Revolutionizing travel concessions in Australia
We tackled the challenges of an outdated student concessions workflow for public travel in Australia by modernizing and elevating the client experience. By leveraging the Pega Government Platform we delivered a streamlined process for a wide range of user groups including differently abled individuals, war widows, veterans, the client’s employees and the visually impaired through the efficient issuance of travel concession cards. Our approach involved mapping Pega features to real-world requirements, extending the application to support future models and designing a user-friendly interface with Pega Cosmos. The outcome? A unified platform, stronger operational efficiency, faster processing times and a decisive move toward digitalization.
The Challenge
Overcoming legacy constraints
The legacy application for student concessions struggled with scalability, making it difficult to deliver a seamless client experience. We needed to reimagine workflows and introduce a scalable solution that could serve a diverse set of user groups without compromise.
The Objective
Crafting an inclusive platform
Our goal was clear, create a comprehensive solution using the Pega Government Platform to unify the entire process of issuing travel concession cards across multiple user categories. This meant designing workflows for differently abled individuals, war widows, veterans, the client’s employees, the visually impaired and more, all within the robust Pega framework.
The Solution
Innovative frameworks for future-ready scalability
- Mapping Pega features directly to client requirements
- Extending the application for future scalability
- Developing the UI with Pega Cosmos
- Blended offshore and onsite team of Pega developers and QA professionals for agility and expertise
- Integration of tools such as:
- AHA
- JIRA for Scrum
- Java-based components
- AWS space
- ServiceNow for ITSM
This created a cohesive, future-ready ecosystem.
The Impact
Driving digital transformation in government services
- Significant reduction in cycle time, boosting operational efficiency by over 50%
- Unified more than 13 different concessions into a single, intuitive interface
- Supported the client’s broader digital transformation journey
- Faster approval processes reduced application backlogs
- Single portal for all entitlement services streamlined operations and minimized manual errors
- Seamless adoption, with simple configuration changes reducing development effort and limiting testing scope, even as new variations were introduced
