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Operations TRL TRL 9

Intelligent Workflow Automation

domain Client: Australian Big Four Bank handshake Provider: Pega schedule Deploy: 18 Months
89 Impact
Enterprise Ready
Evidence Score: 8/10
Strength: Tier 2

Executive Summary

ANALYST: COI RESEARCH

Implementation of centralized case management and workflow automation to handle complex disputes and loan operations.

rate_review Analyst Verdict

"Solid operational efficiency play; reduces reliance on legacy back-office manual work but requires robust process mapping."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

The bank's back-office operations were hampered by a complex web of legacy systems and disjointed manual processes. Staff handling mortgage applications or transaction disputes had to toggle between dozens of different screens to gather information, leading to high error rates and slow turnaround times. This operational friction made it difficult to scale operations without linearly increasing headcount and provided poor visibility into the status of customer cases.

psychology The Solution

The institution implemented Pega's intelligent automation platform to act as an orchestration layer above the legacy systems. This created a 'Unified Agent Desktop' that guides staff through complex processes step-by-step, automating data retrieval and entry where possible. The system manages the end-to-end case lifecycle, ensuring that tasks are routed to the right team members and that service level agreements (SLAs) are monitored in real-time.

settings_suggest Technical & Deployment Specs

Integrations
Core Banking, CRM
Deployment Model
Cloud
Data Classification
Confidential
Estimated TCO / ROI
High implementation cost
POC Summary (2018-01-01 to 2018-06-01)

"Dispute resolution workflow."

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Process Fossilization Low Regular process reviews

trending_up Impact Trajectory

Audited value realization curve

30% Efficiency Gain Verified Outcome
Primary KPIReduced Error Rates
Audit CycleUnified Agent Desktop

policy Compliance & Gov

  • Standards: APRA
  • Maturity (TRL): TRL 9
  • Evidence Score: 8/10
  • Data Class: Confidential

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 3
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for Australian Big Four Bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-343
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-343

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