IP Australia automates with Pegasystems

Pega Robotic Automation has been adopted by IP Australia to improve its customer experience.

IP Australia processes approximately 850,000 IP service requests per year, including more than 160,000 new applications for intellectual property rights.

Over time, the agency deployed multiple systems and processes to help its staff handle its growing work volume. However, some of these processes required staff to access and move data across as many as four different systems for the same request. These labour-intensive tasks added time and effort that could be better used serving customer needs.

IP Australia will deploy robotic process automation (RPA) with Pega Robotic Automation to complete many of these data entry tasks faster and more effectively. The streamlined process will enhance service experiences and quality outcomes for its customers. In addition, employees will be freed from routine tasks to complete more strategic initiatives.

“Government agencies must lead modernisation efforts to reduce costs and enhance service delivery to citizens,” said Luke McCormack, vice president and managing director, Pegasystems, Asia Pacific.

This deployment extends Pega’s partnership with IP Australia as it executes its major business, information, communications and technology transformation project, the Rights-in-One (RiO) Program. As the first step, IP Australia previously adopted Pega Platform to maintain a seamless digital process for the lodgement and processing of IP rights applications. The addition of RPA infuses rapid automation to further enhance the agency’s broader digital transformation journey.

Image credit: ©Nmedia/Dollar Photo Club

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