Sky Solutions

Transforming Case Management: Sky Solutions’ Success with Pega Integration

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Overview

Sky Solutions serves as a key Pega technical implementer for a large U.S. federal revenue and tax administration agency. Utilizing the SAFe Agile methodology and Pega’s best practices, we deliver solutions with product guidance, requirement review, and Pega functional leadership.

Goal

The Enterprise Case Management (ECM) Solution Integration Services (SIS) project aims to modernize and streamline the agency’s case management processes. By leveraging Pega capabilities, Sky Solutions enhances operational efficiency, data accuracy, and compliance with federal standards.

Challenge

The agency’s legacy case management systems were fragmented, redundant, and expensive to maintain—causing inefficiencies and data inconsistencies. The agency needed a modern, integrated solution to manage cases effectively across its various lines of business.

Solution

Sky Case Management Development Framework

Sky Solutions tackled the pain points by:

  • Using SAFe Agile methodology for timely and efficient delivery
  • Clarifying requirements in real time to ensure an inclusive, pre-implementation design
  • Applying Pegasystems best practices to optimize performance and functionality
  • Aligning the solution with the agency’s strategic goals through product guidance
  • Ensuring compliance with standards by defining and reviewing requirements
  • Providing Pega functional leadership to drive project success
  • Automating data inconsistency resolution to eliminate end-user intervention
  • Leveraging automation to identify and remedy data inconsistencies to remove end user intervention.

Technologies/Methodologies

  • Pega platform
  • Low-code/No-Code
  • Agile

Outcome

The successful implementation of the ECM SIS project resulted in significant improvements in the agency’s case management processes.
Key outcomes include
  • Increased operational efficiency with reduced processing times
  • Improved data accuracy and decision-making capabilities
  • Greater compliance with federal IT standards
  • Streamlined interdepartmental communication and collaboration
  • A scalable, secure IT infrastructure supporting growth and innovation
  • Automated data comparisons to resolve inconsistencies before case closure or reassignment
  • Scaled PEGA DCO (Direct Capture of Objectives) sessions, minimizing scope creep and ensuring customer-aligned, transparent design during the Design phase