Pegasystems Limited

Pegasystems Cloud Software - Programme Eligibility / Entitlement Assessment

Pega crushes complexity so you can work smarter, unify experiences, and adapt instantly. Our low-code platform for AI-powered decisioning and workflow automation lets you: personalise engagement, accelerate client registration and intake, automate customer service, streamline operations and resolve exceptions. Programme Eligibility/Entitlement Assessment is a key use-case of the platform.

Features

• Digital transformation using dynamic case management, BPM and Rules Engine.
• Industry leading CRM for 1-1 citizen engagement through multiple channels.
• #1 unified agile platform with journey centric, model-driven, low-code configuration.
• Designed for maximizing re-use and multiple systems integration.
• Wrap, renew, configure - delivering journey centric, citizen focused, solutions.
• Best-in-class process automation, work management and workforce intelligence.
• End to end robotic automation reducing cost and improving service.
• Real time, omni-channel Artificial Intelligence using context sensitive decisioning.
• Pega’s single-tenant hosting, but flexibility for cloud choice.
• Automated AI debt management and collections process.

Benefits

• Accelerate the rapid low-risk enterprise modernisation to digital government.
• Maximised intelligent automation across silos using Pega’s Process Fabric™.
• Optimised end-to-end customer journeys experienced through AI and robotics.
• Deliver applications 12X faster than coding, faster time to value.
• Dashboards and reports to monitor KPIs, manage work and SLAs.
• Trusted, scalable, reliable, resilient and conforms to GDS Design Principles.
• Easily integrates into legacy estates, orchestrating and exploiting existing investments.
• Ability to deliver higher quality, lower cost, more reliable solutions.
• Differentiated low-code solutions with lower total cost of ownership.
• Proven, referenceable technology, successfully used by major government departments.

£15.00 to £99.00 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Simon.Haydn-Lee@pega.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

628887828197323

Contact

Simon Haydn-Lee
+44 (0) 7929 364629
Simon.Haydn-Lee@pega.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Pega Live Data provides a data virtualization layer so you can quickly and easily define the data models required to build your applications and how they’re connected to any back-end systems. You can then access that data on-demand in your live application without re-configuring where the data is stored.
• Cloud deployment model: Private cloud
• Service constraints: Pega Cloud G-Cloud Customers can be deployed in the Amazon EU-Ireland / UK Region. Within this geographic zone Pega Cloud environments are deployed into multiple availability zones. Environments also then have the following further resiliency services applied:; • Backups of all environments on an ongoing basis; • Synchronous multi-availability zone database replication and load balancing delivering an RPO of approximately 1 minute and RTO of approximately 4 minutes; Production environments are provided with a 99.95% availability SLA. For each customer Pega provides purpose-built infrastructure dedicated to that customer within a dedicated virtual private cloud.
• System requirements:
  • Responsible for any Platform and or Application configuration and data.
  • The following are provided as part of the standard service:
  • Pega software licenses, Pega cloud systems and full Operations/Engineering.
  • A dedicated (single-tenant) virtual private cloud for each customer.
  • Networking and security services supporting integration with back office systems.
  • Optimized application servers and database environment for Pega.
  • Updates for Pega Platform, infrastructure patching and system maintenance.
  • Database management services.
  • Full active environment monitoring.
  • Network and systems access monitoring.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Pega Cloud does not provide direct support to end users. The customer would be expected to provide this capability. Pega Cloud allows for 10 named users to contact the Pega Cloud Service Desk.; ; For details of the Pega Cloud Service Support please refer to https://docs.pega.com/learning-about-pega-cloud-services/monitoring-your-pega-cloud-services-environments
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Pega Cloud Subscriptions include Pega Premium Support. Please refer to https://docs.pega.com/learning-about-pega-cloud-services/monitoring-your-pega-cloud-services-environments for more details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Pega is able to provide its customers with a comprehensive package of support made up of two principle components. ; ; 1) Enablement ; 2) Professional Services. ; ; Enablement is provide through a combination of computer based and class room training, which can be delivered on site. Client staff are able to take part in a variety of learning paths focused on different roles and confirm their progress through industry recognised certifications. Pega also provides professional services in support of a clients delivery efforts so that, particularly in the early stages of a project, they have the technical skills needed to deliver the project.; ; Pega is of course also fully documented, the software is delivered with full online help but in addition clients have access to the PDN (Pega Discovery Network), a web based community of Pega professionals. This is an invaluable resource to most projects containing a huge catalogue of documentation and providing opportunities for cross industry and country collaboration.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Clients have two options the first of which is to extract the data from Pega’s working database. Pega’s cloud offering utilises a standard relational database making this a relatively simply task.; ; The second approach is to never hold such data in Pega in the first place. Where a client requires this approach Pega will support the use of data separation techniques to allow the client to maintain their data in a data store of their choice.
• End-of-contract process: Pega Cloud will support the customer in removing their applications and data. This process will be completed within 14 days of contract termination.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our solutions automatically render to fit to the size of screen of the device that they are being used on. They are built requiring no additional modifications. Our apps are 8 x quicker to deploy on mobile than Java Enterprise built applications.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Details of the Pega Platform interface can be found at: https://docs.pega.com/user-experience/85/accessibility-standards-pega-platform. Pega has been shown to comply with UK public sector and wider international accessibility standards in a number of UK public sector organisations and many international ones, both in the US (Watson Institute), Australia and on continental Europe. Pega offers flexible application configuration so that the accessibility standards that a client chooses are really simply design and configuration decisions within the product. In this way Pega is successfully able to work within the accessibility requirements of most organisations, whatever they may be.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Extensive work has been performed with the Watson Institute in the USA to ensure the user interface can comply with the needs of the disabled.; ; Pega is committed to creating an accessible and inclusive experience for users of its platform and related applications. We continually strive towards improving our experience and adhering to the international standards created by the World Wide Web Consortium (W3C).; To help drive us towards an inclusive solution, we utilize the following measures:; • Leverage a third party to audit our applications and components, and conduct both automated and manual assessments; • Provide an up-to-date Voluntary Product Application Template (VPAT) of our current state of conformance; • Test our applications with assistive technology such as JAWS, ZoomText and Dragon Naturally Speaking; Pega currently uses the WCAG 2.1 AA standards to evaluate our platform and out-of-the-box applications. These standards are being used to comply with requirements of Section 508, EN 301 549 and BITV.; ; Link to official accessibility statement https://www.pega.com/accessibility
• API: Yes
• What users can and can't do using the API: The Pega API allows users to trigger the execution of Pega rules from 3rd party applications and systems. Every capability of the Pega application platform is contained within rules and so clients have access to any capability that they have configured within their rule sets. In addition to an API, Pega rules can also be exposed as web services if a client finds that more convenient. In either case business login and functions contained within rules of all different types can be called from external 3rd party applications.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Pega solutions, based on the Pega Platform and CRM, can be customised via our 'Directly Capture Objectives' (DCO) software feature. This allows business users and I.T. staff to customise the solution through a shared visual model that also automatically generates the documentation to accompany the changes.; ; DCO dramatically increases both the speed and accuracy with which applications are delivered and it also helps better engage with business in their enterprise projects.; ; DCO has two functions, one is to increase the speed of configuration and the second is empower users to collaborate with IT staff in the configuration of Pega based solutions. Technically nothing is out of bounds, with organisations able to make their own decisions about what users can and cannot customise.

Scaling

• Independence of resources: In order to guarantee users aren't affected by demands of other users Pega Cloud is a single tenant environment.

Analytics

• Service usage metrics: Yes
• Metrics types: Pega includes a wealth of service metric reporting functions. The software includes a series of 'out of the box' reports and through Pega Report Creator customised reports can be built and deployed for individual or scheduled, repeated use. Reports can be viewed 'real time' via a browser or can be scheduled to be sent to individual or group e-mail addresses as PDF or excel attachments.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Pega takes a completely open approach to data export allowing clients to utilise a variety of data export techniques ranging from file generation to formats such as Excel, delimited and pdf to REST and SOAP web service integration. Database integrations are also fully supported enabling clients to share data via JDBC connections and Pega’s BIX (Business Intelligence Exchange) data transfer capability. The fundamental point is that Pega will support a client in their data export needs using whatever technique the client would prefer.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PDF
  • Excel
  • Word
  • Tab
  • XML
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • Excel
  • Tab

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Pega Cloud Production Subscriptions include a 99.95% availability SLA with 10% Service Credits available for failure to meet the SLA in a given month. Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/service-level-agreement-pega-cloud-government for further information.
• Approach to resilience: Available on request
• Outage reporting: The Pega Cloud Service Desk will communicate directly with any customers experiencing an outage via phone and E-Mail .

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Authentication and authorisation of users is the responsibility of the customer. Pega supports multiple external identity providers as well as SSO.
• Access restrictions in management interfaces and support channels: Pega operates on a 'best practice' basis operating in line with industry standard. Detail of this can be provided on request.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: Authentication and authorisation of users is the responsibility of the customer. Pega supports multiple external identity providers as well as SSO.

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, an ANAB and UKAS accredited Certification Body.
• ISO/IEC 27001 accreditation date: 25/1/2018
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/04/2020
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: RSM LLP
• PCI DSS accreditation date: 11/01/2019
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2 report from an independent audit firm.
  • Pega Cloud meets the requirements of the HIPAA/HITECH regulations.
  • EU-U.S. and Swiss-U.S. Privacy Shield Frameworks
  • Pega Cloud for Government has achieved FedRAMP compliance.
  • Meets accessibility requirements outlined by VPAT, Section 508 standards.
  • Pega has Cyber Essentials accreditation.

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Pega Cloud has a Written Information Security Program (WISP) reviewed annually. The Pega Cloud WISP meets the requirements of NIST Special Publication 800-53, Revision 4. Pega is ISO/IEC 27001:2013 (“ISO 27001”) certified for information security management supporting infrastructure and services. Pega also holds a current Cyber Essentials Certificate.
• Information security policies and processes: Pega Cloud has a Written Information Security Program (WISP) reviewed annually. The Pega Cloud WISP meets the requirements of NIST Special Publication 800-53, Revision 4. Pega is ISO/IEC 27001:2013 (“ISO 27001”) certified for information security management supporting infrastructure and services. Pega also holds a current Cyber Essentials Certificate.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Please refer to https://community.pega.com/knowledgebase/change-management-pega-cloud for details.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/security-standards-pega-cloud-government for details.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/security-standards-pega-cloud-government for details.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/incident-response-and-management-pega-cloud-government for details.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Reducing carbon emissions Pega set and achieved the following goals in 2021 as we progress toward carbon neutrality: Achieving net-zero emissions in eight key offices for Scopes 1 and 2 — projected for 2025, but accomplished in 2021 Zeroing out Scope 1 emissions throughout the company with 700 carbon offsets Purchasing 7,600 RECs to offset the balance of Scope 2 gases In 2021, we succeeded in establishing reliable means of monitoring and measuring our carbon footprint in key parts of our business. It enabled us to achieve carbon neutrality in Scope 1 and 2 carbon emissions for FY 2020. We accomplished this by procuring renewable energy certificates (RECs) and carbon offsets. This milestone made Pega carbon-neutral in eight key offices, which we define as those above 25,000 square feet. In Q1 of 2022 we will be procuring RECs and carbon offsets to also achieve carbon neutrality in Scope 1 and 2 for FY 2021. We anticipate this practice will continue into the future. Reducing our energy consumption In 2020, we set a goal to reduce our energy footprint by 5% by 2025, with interim reduction targets of 1% per year over five years. We achieved the full reduction in 2021. In addition to many of us working from home due to COVID-19, there were two elements that were key to our success: integrating green building design into our own facilities and increasing our use of energy-saving technologies at all of our locations. Green Building Design: Our Cambridge HQ office building received Leadership in Energy and Environment Design (LEED) Gold certification. Our Hyderabad office achieved Health and Well-being Gold Standard certification from the Indian Green Building Council. Our Bangalore office is now powered by 70% renewable energy, provided by the builder.
• Covid-19 recovery:

  Covid-19 recovery

  Supporting COVID-19 relief and recovery is a major focus for us. Like the pandemic, our response has been global. Living the Pega values, inclusive and passionate, we responded to local and global needs, including direct financial contributions and sponsorships for organizations supporting people affected by COVID-19. Pega and our employees donated nearly $400,000 to the COVID-19 Solidarity Response Fund for the World Health Organization. We also launched an Employee Pledge Fund to support colleagues whose households faced economic stress due to the loss of their partner’s or spouse’s job or business. The fund enabled employees to donate a percentage of their bonus that was then matched by Pega. Thanks to their generosity, more than 30 employees and their families received direct assistance. The impact of COVID-19 on our employees has been significant, and no more so than in India. In 2021, the country’s medical infrastructure was severely stressed by the pandemic and often lacked basic resources needed to help its residents. To fill the gap, Pega India provided support to its employees and their families in several ways. The team established the Resource Emergency Action Care Helpline (REACH), which helps Pega staff find a hospital bed and coordinates the delivery of oxygen concentrators and other drug and blood requirements. In addition, Pega sponsored two vaccine drives for Pega employees and their families as well. Drives were conducted in Hyderabad and Bangalore, where Pega is located, and more than 2,500 employees and family members were vaccinated.
• Tackling economic inequality:

  Tackling economic inequality

  Pega strives to be a responsible corporate citizen and active contributor in the global communities where our employees, clients, and partners live and work. Pega’s deep commitment to our communities is brought to life through our global social impact program, PegaCares. We support local and global nonprofit organizations that align with our focus areas: women and girls in technology, youth education and development, and environmental sustainability. To help meet some of the most urgent needs of our communities resulting from the COVID-19 pandemic, we also focus on global relief and recovery efforts. We are proud to partner with nonprofit organizations and programs around the world that promote opportunity, equitable participation, and better outcomes for all. In 2020 and 2021, Pega contributed $2.4 million to 200+ charitable organizations in 20 countries. We empower Pega employees to participate in our social impact efforts — and the causes they are passionate about — via our giving and volunteering programs. Every employee is encouraged to take two days of paid volunteer time off to work for causes they are passionate about, either individually or through Pega sponsored events. Through the Pega giving program, employees may request that we donate to a charity on their behalf. We developed a Pega-built app for employees to submit donation requests and matched employee donations in 2020 and 2021 to the COVID-19 Solidarity Response Fund for WHO, Black and Brown Founders, Black Girl Ventures, the German Red Cross, and Doctors without Borders India. In 2021, employees donated time and money to a variety of causes, including ending Alzheimer’s, helping those suffering from La Palma’s natural disaster, packing backpacks for students who face homelessness, wrapping and delivering holiday gifts to struggling families, stepping up for women’s rights to end violence against women, preparing students for interviews, and more.
• Equal opportunity:

  Equal opportunity

  “Inclusive” is one of our Pega values. A truly inclusive culture activates a wellspring of creativity, as does diverse thinking and collaboration. In an increasingly competitive global market, inclusivity is now more critical to success than ever. Inclusion and diversity (I&D) amplifies innovation, instills a sense of belonging, and makes employees feel valued while connecting us to each other, our clients, and the communities we live in and serve. Supporting I&D is a constant, deliberate process. The goal is to create an environment that welcomes different talent, experiences, and opinions. These differences include racial, cultural, generational, religious, and economic perspectives, as well as those informed by gender identity, sexual orientation, and other factors. To Pega, an inclusive culture is more than accepting people who are different from us. It means recognizing them as critical to success. To foster inclusion, we educate to create mutual understanding, inspire dialogue, and work to align our I&D practices and strategy across the enterprise. To promote diversity, we attract diverse employees, work diligently to advance their careers through professional development opportunities, and cultivate a sense of community with employee groups that reach across both geographies and functions. The Pega Scholars Program offers scholarships to underserved students around the globe who are pursuing a degree in technology or computer science. Recipients get funding for undergraduate study at a two-, three-, or four-year accredited institution, as well as connections to industry mentors and Pega leaders. We launched the program in 2021 as part of our commitment to support future technologists from diverse communities. Ten recipients are selected for each annual cycle. The program is administered in partnership with Scholarship America®. Students who received awards in 2021 include seven from the U.S., two from Canada, and one from Australia.
• Wellbeing:

  Wellbeing

  The health of our employees directly impacts the health of our business. Never could this be more evident than during the COVID-19 pandemic. This global public health crisis demanded we reexamine and reinvent the ways we work together and forced us to make challenging decisions for ourselves and our families. We prioritized our efforts by putting our culture at the center of every action we took. Empathy — while always part of our ethos — became the most critical driving factor to guide our actions. Early in the pandemic Pega formed a Response Plan Team comprised of representatives from the People, Legal, Facilities, and Communications functions to centrally address issues. One of the most pressing needs was supporting our workforce of 5,000+ who were making the shift to working virtually. Our IT team worked quickly to accommodate us all, including new employees whom they onboarded virtually, sending out hundreds of laptops each month. Our leadership team continues to host monthly “Check-in Chats” company-wide, to give important updates and to answer questions. To support employees, we rolled out mindfulness services and benefits, including free access to meditation and wellness app Headspace, on-demand fitness app Burnalong, and a monthly “No meetings Friday” directive for internal meetings — giving employees a break from being “on” to help reduce digital fatigue. We also introduced new work policies around flexible schedules and reduced commutes. We set up internal forums — such as the Working Parent & Caregiver Network and the Working Parents & Caregivers of Special Needs Network — enabling participants to share challenges and support each other. We reminded our employees of our global Employee Assistance Programs (EAP) and encouraged them to take advantage of immediate access to counseling for emotional and physical concerns, legal issues, child and elder care needs, and more.

Pricing

• Price: £15.00 to £99.00 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A free 30 day trial is available for Pega Platform and Customer Service. Pega Platform allows quick and easy building of applications via visual-driven rapid development with no coding using App Studio. With AI-guided interactions, Pega Customer Service can cut through service complexity for an improved overall customer experience.
• Link to free trial: https://www.pega.com/products/try-now

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Simon.Haydn-Lee@pega.com. Tell them what format you need. It will help if you say what assistive technology you use.