Pegasystems Limited

Pegasystems Implementation Services

Pegasystems (Pega) Professional Services provide support to customers with planning, configuration and best practice implementation of Customer Engagement, Pega Customer Relationship Management, Pega Intelligent Automation and Pega GenAI solutions. Pega low-code applications include Case Management, Business Process and Customer Services and Customer Decisioning. Using Pega GenAI Blueprint to accelerate delivery.

Features

• Provided by Pegasystems highly qualified, certified staff.
• Expert services to review adherence to best practice.
• Deep experience / skills to deliver successful change and self-sufficiency.
• Prescriptive delivery accelerators provide fastest route to value.
• Resources have latest solution knowledge and best practice.
• Agile methods drive collaboration and faster, reduced-risk delivery.
• Customer methods incorporated with Pega best practice and values.
• Blended Pegasystems, Customer and Partner teams enables skill transfer.
• Allows customer to configure and change systems in longer term.
• Accelerated discovery and delivery using Pega GenAI Blueprint

Benefits

• Accelerate rapid low-risk transformation to digital government.
• Empowers customer to adopt best practice in implementation and transformation.
• Optimised end-to-end customer journeys experienced through AI and automation.
• Deliver applications 12x faster than coding, faster time to value.
• Dashboards and reports to monitor KPIs, manage work and SLAs.
• Fully aligned to GDS design and code of practice
• Easily integrates into legacy estates, orchestrating and exploiting existing investments.
• Ability to deliver higher quality, lower cost, more reliable solutions.
• Low-code enterprise solutions with lower total cost of ownership.
• Proven, referenceable technology, successfully used by major government departments.

£280 to £1,800 a unit a day

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 14

Service ID

901195518269531

Contact

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

Planning

• Planning service: Yes
• How the planning service works: Pega Consulting provides project and programme planning, implementation advice, guidance and services with our clients and partners on how to best adopt Pega to deliver high quality applications and drive the required business outcomes. Work with clients to establish rapid delivery and a roadmap of future capability. There is a strong focus on delivering early value through iterative delivery and driving enablement and self-sufficiency to ensure clients develop in-house knowledge and skills to enable ongoing continuous improvement. Flexible engagement model which can be adapted to meet the specific needs of our clients including alignment of implementation methodologies. Services range from Pega-led implementations in which the majority of configuration work is performed by our Pega experts, to blended models where such roles are performed by client or partner staff, with the Pega Consulting staff flexed to meet the project needs and provide quality assurance. Prescriptive Delivery Accelerators provide recommended fastest route to value. Services also support innovation using Generative AI (GenAI) solutions and extend to planning and implementing your target operating model and CoE.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Pegasystems Cloud Software

Training

• Training service provided: Yes
• How the training service works: Pega Academy offers customer’s ongoing training in the underlying Pega tools to exploit use of the Pega applications and to easily change them. This includes self-study, public schedule training courses, customer-specific instructor-led courses and blended approaches with instructor mentoring. Formal training is complemented with coaching and mentoring from our experts during project delivery to ensure knowledge acquisition is well-paced, practiced and embedded.; Full details of all enablement and options can be found at https://academy.pega.com.
• Training is tied to specific services: Yes
• Services the training service works with: Pegasystems Cloud Software

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Pega Cloud Support Service delivers a proven way to enable customer engagement and digital process automation transformation. It uses the Pega Government Platform, CRM and AI solutions, making it easy to handle the growing stream of policy changes while fostering an environment of continuous improvement. The Service comprises capturing business needs via model driven visual tools, designing and configuring software applications, system deployment and customer on-boarding using the Pega Express methodology and values. Pegasystems Consulting work alongside partners and customers to improve organisational efficiency, the citizen journey and engagement, to meet the opportunities of improved customer engagement and digital transformation. The service can provide the ability to rapidly create cloud-based applications in order to bring operational efficiency gains, with an improved and consistent citizen and user experience and improved levels of engagement. The service targets the reduction of manual intervention and associated costs across all stages of the business process. Pegasystems’ Cloud Support Services are delivered by Pega experts who have one goal: to help you achieve your business objectives. We offer a full range of services ranging from implementation services, including migration to and between clouds, to packaged offerings to assure customer-led or partner-led Pega project delivery.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Pegasystems Cloud Software

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: These services are fully described in the Service Definition and Pricing Schedule and include:; Engagement in a partnership with your team(s) including delivery partners to drive best practice adoption, continuous improvement and maturity in delivery methods. ; Design Review, giving unbiased assessment of your application design and confidence in knowing that your needs have been well understood and fully leverages the model-driven capabilities of the Pega Platform™.; Performance Health Check (PHC). We ensure that your solution is tuned for optimal performance with a PHC or through a subscription service to continuous monitoring, tuning and environment management.; User Experience and Interface Reviews evaluate an application's UI in terms of architecture, maintainability, and scalability, ensuring compliance with industry best practices.; DevOps Accelerator. This service builds and aligns several practices to automate the deployment process.; A wide range of other accelerators, prescriptive delivery and collaboration for GenAI (including Pega Blueprint) ensure you are fully supported in your adoption of Pega to drive innovation and digital transformation.; Services may be focussed on quality assurance of applications delivered by client or partner teams to assess and make recommendations for adherence to best practice.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: Pegasystems Support Services are described in the Pegasystems Cloud Software service definition. See https://docs.pega.com/learning-about-pega-cloud-services/monitoring-your-pega-cloud-services-environments for more details

Service scope

• Service constraints: Pegasystems Support Services constraints are described in the Pegasystems Cloud Software service definition.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Pegasystems Support Services are described in the Pegasystems Cloud Software service definition. See https://docs.pega.com/learning-about-pega-cloud-services/monitoring-your-pega-cloud-services-environments for more details.
• 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
• Support levels: Pegasystems Support Services are described in the Pegasystems Cloud Software service definition. See https://docs.pega.com/learning-about-pega-cloud-services/monitoring-your-pega-cloud-services-environments for more details.

Resellers

• Supplier type: Not a reseller

Staff security

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

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: 24/11/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/08/2023
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: RSM LLP
• PCI DSS accreditation date: 18/08/2023
• 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.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Managing our carbon footprint; ; Pega’s pathway to carbon neutrality is multifaceted. While we are at the beginning of this journey, we are focused on measuring, managing, and reporting our footprint, specifically focusing on: Expanding our tracking and management of energy consumption and emissions at all global offices and managed spaces Lowering energy consumption and associated carbon emissions throughout our operations Working with third parties to offset remaining carbon emissions, resulting in carbon neutrality in our eight largest Pega offices Reporting environmental data to third parties, such as CDP and Ecovadis, a business sustainability rating company frequently consulted as a procurement tool by client organizations considering products and services Finally, we support our clients through product innovation to help them better track and meet their emissions reduction goals, notably with our Pega Cloud® autohibernation capability.; ; In 2022, Pega joined the Science-Based Targets initiative (SBTi), a collaboration among CDP, the United Nations Global Compact, the World Resources Institute, and the Worldwide Fund for Nature. SBTi asks organizations to set targets for reducing greenhouse gas emissions in accordance with decarbonization goals of the Paris Agreement. Pega signed SBTi’s commitment letter in 2023. We have committed to set a science-based emissions reduction target aligned with SBTi’s target-setting criteria. ; ; Reducing our energy consumption; ; In 2020, we set a goal to reduce our energy consumption by 5% by 2025 – and achieved it four years ahead of schedule. By adopting a hybrid model of working, we continue to optimize our real estate portfolio to meet the needs of employees while reducing the amount of energy consumed to keep those spaces operational. We pressed forward with our energy consumption efforts even further in 2022. Integrating green building design and increasing our use of energy-saving technologies have especially contributed to our success.

  Covid-19 recovery

  Supporting COVID-19 relief and recovery was 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 was 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 helped Pega staff find a hospital bed and coordinated 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

  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. 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 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.

  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, instils 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®.

  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: £280 to £1,800 a unit a day
• Discount for educational organisations: No

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.