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Pega Government Platform PRODUCT OVERVIEW Version 7.21

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Page 1: Pega Government Platform - Product Overview

Pega Government Platform

PRODUCT OVERVIEW

Version 7.21

Page 2: Pega Government Platform - Product Overview

© Copyright 2016 Pegasystems Inc., Cambridge, MA

All rights reserved.

Trademarks

For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders.

For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release.

Notices

This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc.

This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein.

This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant.

Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. may make improvements and/or changes to the publication at any time.

Any references in this publication to non-Pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk.

Information concerning non-Pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-Pegasystems products to the suppliers of those products.

This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental.

This information is the property of:

Pegasystems Inc. One Rogers Street Cambridge, MA 02142-1209 USA Phone: (617) 374-9600 Fax: (617) 374-9620 www.pega.com

Pega Government Platform

Document: Product Overview

Software Version: 7.21

Updated: September 2016

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CONTENTS

Product overview............................................................................................... 5 Overview ....................................................................................................... 5

Accelerate development of government applications ............................... 5 Enable multiple persona based interactions ............................................. 5 Provide tools, components and data structures simplify the build of modern government application ............................................................................ 5 Complaints management ......................................................................... 5 Procurements management ..................................................................... 5

Where is it applicable? ................................................................................... 6 Who benefits from PGP? ............................................................................... 6

Cases.................................................................................................................. 7

High level functionality ..................................................................................... 9 Person profile ........................................................................................... 9 Business profile ....................................................................................... 9 Self-service portal .................................................................................... 9 Dashboards ............................................................................................. 9 User registration ...................................................................................... 9 Accessibility compliance .......................................................................... 9 Reports .................................................................................................... 9 Complaints management ......................................................................... 9 Procurements management ................................................................... 10

Data model ....................................................................................................... 11 Entity relationship diagrams ......................................................................... 13

Add business ......................................................................................... 13 Add person ............................................................................................ 14 Initiate procurement ............................................................................... 15 Initiate complaint .................................................................................... 16

Roles, portals and dashboards ...................................................................... 17 Roles ........................................................................................................... 17

Procurements application ....................................................................... 17 Complaints application ........................................................................... 18 PGP user portal ..................................................................................... 18 Complaint user portal ............................................................................. 19 Procurement user portal ......................................................................... 19

Sample screenshots ........................................................................................ 20 PGP user registration .................................................................................. 20

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Complaint initiation ...................................................................................... 21 Procurement officer dashboard .................................................................... 21 Initiate procurement ..................................................................................... 22 Specification details ..................................................................................... 23 Submit bids .................................................................................................. 24

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Overview Pega Government Platform (PGP) provides a public sector oriented foundation with components, data structures and processes that can be reused to modernize legacy applications and accelerate implementation of new applications. PGP includes Pega-provided case management capabilities and master data structures that that can be used as is or specialized where needed. Key business objectives of PGP are:

Accelerate development of government applications PGP provides pre-built components including user registration services, portals, dashboards, complaints management, procurements management and master data structures for any entity including constituents, businesses, facilities, etc., which provides implementation projects with a sound architecture and solid set of building blocks to develop application for their specific use cases.

Enable multiple persona based interactions PGP provides a self-service, case worker and manager personas, with their own personalized portals and dashboards as well as interactions specialized for their role and access rights. In addition, PGP meets accessibility guideline to ensure access for all users.

Provide tools, components and data structures simplify the build of modern government application PGP provides flexible and comprehensive data structures with ability to manage them as individual entities. These data structures are common and modular to provide a foundation for all government applications.

In addition to reusable core capabilities, PGP also includes applications for specific uses cases. The following applications were introduced in PGP 7.21:

Complaints management PGP includes an end to end complaints management application that allows filing a complaint by multiple personas, even including filing of an anonymous complaint and proceeding with the complaints review process that includes actions to be taken and constant correspondence with the relevant parties. PGP also provides persona-based dashboards to search and manage complaint records.

Procurements management PGP provides a cohesive case management application for managing the government procurement process. The application caters towards managing the lifecycle of a procurement from initiation through defining specifications, marketing details, advertisements, vendor bidding, multi-personnel evaluation and awarding a bid. In addition, the application includes the ability for vendors to ask questions and view answers. PGP further personalizes the procurement officer experience by providing portals and dashboards to view operational reports and manage case work and team work loads.

Product overview

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Where is it applicable? PGP is applicable to all government projects, including application intake, eligibility and enrollment, inspections, complaints, procurements, contracts, investigative case management, constituent-centric apps, vendor or business-centric apps, grants management, child support services, etc.

Who benefits from PGP? Implementation teams benefit from reusable assets in PGP in the form of process, portals, dashboards, services, and master data models and structures. In addition PGP provides a sound architecture and referenceable design patterns that can be extended for any application. Further PGP's business capabilities provide working examples that business stakeholders can use to visualize their application and facilitate a gap analysis for their specific use cases.

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This table lists the standard case types for the PGP application. Based on your agency’s implementation, additional or alternate business processes may be available. Check with your system administrator to find out which business processes are available on your system.

Case Description Application Add Person Case includes stages for capturing data about the person, setting up application

access, and verifying the person’s identity. The Add Person case can be used by government users to create accounts.

PGP

Add Business Case includes steps to capture business details, upload business logo, mailing address, communication address and add a new business entity to the application. Government users use the Add Business case to add a new business entity.

PGP

Update Person

Case includes steps to update the person details, verification settings, address details and communication details. The Update Person case enables government users to update the details of person.

PGP

Update Business

Case includes steps to update the business details, business logo, address details, communication details and, contact person details. The Update Business case enables the government users to update the details of business entity.

PGP

Change Password

Case includes steps to capture the existing password details and new password details. The Change Password case enables the constituent to change his or her existing password to access the application.

PGP

Forgot Password

Case includes steps to capture answers for validation security questions for. The Forgot Password case then sends an e-mail to the constituent with a system generated password to access the application.

PGP

Search Business

Case provides search capabilities to search for a business entity in the application. PGP

Search Person

Case provides search capabilities to search for a person in the application. PGP

View Business

Case provides view capabilities to view details of a business in the application. PGP

View Person Case provides view capabilities to view details of a person in the application. PGP Registration Case includes steps to capture mandatory user details like user name, first name, and

surname, date of birth, email, and password. Also, checks the user name availability, sends an email with a verification code to the user, validates the verification code, and activates the user account in the application.

PGP

Question Case includes steps to capture the details of questions from users and also to enable government users to submit answers against those questions.

PGP

Manage Experience

Case includes steps to add, edit or delete experience details in the person profile. The case enables the constituents and government users to add new experience details and edit/delete existing details in the application.

PGP

Manage Training

Case includes steps to add, edit or delete the training details in the person profile. The case enables constituents and government users to add new training details and edit/delete existing details in the application.

PGP

Cases

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Case Description Application Manage Associates

Case includes steps to view the details of associates, edit the details of those associates, and add new associates to a business entity. The case enables constituents and government users to manage an associate’s details in the application.

PGP

Manage Branches

Case includes steps to view the details of branches, edit the details of existing branches, and add new branches to a business entity. The case enables constituents and government users to manage each branch’s details in the application.

PGP

Manage Education

Case includes steps to add, edit or delete education details in the person profile. The case enables constituents and government users to add new education details and edit/delete existing details in the application.

PGP

Manage Relationships

Case includes steps to add, edit or delete the relationship details in the person profile. The case enables constituents and government users to add new relationship details and edit/delete existing details in the application.

PGP

Initiate Complaint

Case includes steps to capture complaint details, details of the complainant or whether the complaint is anonymous, upload supporting documents and, capture address details using google map integration. This case enables constituents to initiate a complaint in the application.

Complaints

Search Complaint

Case provides search capabilities to search complaints filed in the application. Complaints

View Complaint

Case provides view capabilities to view the details of complaints filed in the application.

Complaints

Initiate Procurement

Case includes steps to capture the plan details, specification details, and advertisement details of a procurement. The Initiate Procurement case enables government workers to enter a new procurement in the application.

Procurements

Search Procurement

Case provides search capabilities to search procurements in the application. Procurements

View Procurement

Case provides view capabilities to view the details of procurements in the application. Procurements

Submit Bid Case includes steps to select a procurement against which bids are submitted, upload prequalification and bid documents, and capture vendor signature and details. Vendors can submit a bid against new procurements using the Submit Bid case.

Procurements

Evaluate Case includes steps to view bid information details, review documents, and enter scores against the evaluation criteria. The case enables procurement evaluators to evaluate the vendor bids for procurements.

Procurements

Manage Bids Case includes steps to view bid details, update bid details, update the documents, and withdraw bids against a procurement. This case enables vendors to manage the bids.

Procurements

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Person profile PGP provides agencies with the ability to create, update, and view profiles for individual constituents. Each profile includes personal information, demographics, relationships, employment, and communication details. Profiles can be directly created by constituents through self-service or by case workers using a PGP-based application. Person profile are viewed through a 360 UI that displays all information about the person.

Business profile Business organizations deal with agencies for varying reasons, and PGP provides the ability to create and manage business entities with the details of their employees, branches, relationships to constituent profiles, and communication details.

Self-service portal PGP includes a Pega-provided self-service portal with the ability to navigate between processes and profiles. The portal enables constituents to utilize agency services via the web channel and perform services and actions on their own.

Dashboards The dashboards in PGP contain work baskets, a work list, sample reports, configurable business rules, and the ability to launch actions.

User registration Constituents have the ability to register and obtain an online account through PGP in order to access services provided by agencies without the need to come into an office or call the agency. After registering, users have the ability to manage their own operator ID and password. The user registration process utilizes Pega’s authentication and authorization services and can also be integrated with an agency’s security infrastructure.

Accessibility compliance PGP has been tested for accessibility standards using screen readers to comply with common standards and rules. All Pega-provided navigation, user interactions, dashboards, portals, and processes have been tested for 508 compliance.

Reports PGP is built on the Pega platform that allows reports to be created based on case types and processes. As samples, PGP provides reports on complaints and procurements which can be used for reference during implementation.

In addition to reusable core capabilities, PGP also includes additional applications for specific uses cases.

Complaints management Complaints is a common process for many government agencies, and PGP provides a comprehensive complaints intake and review process for complaints relating to either businesses or individuals. Complaints can be created in the application by a case worker or

High level functionality

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directly by a constituent through web self-service. Additionally, complaints can be submitted anonymously.

Procurements management Procurements is important process for many government agencies, and PGP provides a comprehensive procurements management process to manage the lifecycle of a procurement from initiation through defining specification, advertisement details, and collecting, evaluating and awarding bids.

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Object Description Data page Entity Contains data pertaining to business,

associate, person, and place. D_Entity D_CurrentView D_AssociateIDList D_AssociateList D_ExperienceList D_Business D_BusinessList D_GetRole D_Person D_PersonList D_UserProfile

Address Contains information pertaining to address details of person, business, and associate.

D_AddressList

Communication Contains information pertaining to communication details like email, fax, phone, social network, and websites.

D_CommunicationList

Configuration Contains information pertaining to the configurations of address, country, state, authorization, and communication type.

D_AddressType D_AddressTypeList D_CheckAuthorization D_CommType

Context Contains information pertaining to the business level, application level, and class level associated settings, values, and configurations.

D_AppContext D_ProcurementAppContext

Education Contains information pertaining to education details of a person.

D_EducationList

Identifier Contains information pertaining to identifiers like passport, driver license, SSN or national ID.

D_IdentifierList

PasswordHistory Contains the encrypted information pertaining to user passwords used to access the system.

D_PasswordHistoryList

Question Contains information pertaining to questions submitted by end users.

D_QuestionList D_PreviousAnswers

Skill Contains information pertaining to the skill details of a person.

D_SkillList

Training Contains information pertaining to training details of a person.

D_Training D_TrainingList D_PersonTrainingList

Complaint Contains attributes and information pertaining to complaints filed by constituents or businesses.

D_ComplaintDetails D_ComplaintsByMe D_ComplaintAppContext

Data model

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Object Description Data page ComplaintActionReason Contains information related to action

reasons for a complaint. D_ ComplaintActionReasonList

ComplaintsAffirmativeAction

Contains information pertaining to affirmative actions taken for a complaint.

D_ComplaintsAffirmativeActionList

Procurement Contains attributes and information pertaining to procurements.

D_ProcurementDetails D_ProcurementList D_ProcurementForBidList D_BidDetails D_ProcurementBids

Link Contains information pertaining to rules related to linked data.

D_Link D_LinkList

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Entity relationship diagrams Add business

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Add person

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Initiate procurement

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Initiate complaint

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Roles The below matrix describes each of the roles included with the PGP application, their default portal, and key dashboard capabilities.

Procurements application

Roles, portals and dashboards

Role Description Default portal Key features PGP User The PGP user is either a constituent or

business entity. PGP user portal - Profile

- View communication details PGP Manager The manager views urgent work and

reviews and approves work basket items.

Manager portal - Review cases - Urgent work - Team members

Role Description Default portal Key features Procurement Officer The procurement officer creates the

procurement plan, enters advertising details and answers vendors’ questions about the procurement.

Procurement - Dashboard - Initiate procurement - Define advertisement - Qualify bid - Submit answers

Procurement Specialist The procurement specialist enters specification and evaluation criteria for the procurement.

Procurement - Specification details

Procurement Supervisor The procurement supervisor reviews the procurement plan details.

Procurement - Review procurement plan

Market Analyst The market analyst enters market analysis details about the procurement.

Procurement - Market analysis

Procurement Manager The procurement manager awards the procurement.

Procurement - Award bids

Vendor The vendor submits bids against a procurement.

Procurement - Submit bids - Manage bids - Ask question

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Complaints application

PGP user portal The PGP user portal allows users to view their profile and communication address details, and manage their personal details like education, experience, training and relationships. It also gives users the ability to change their existing password.

Role Description Default portal Key features Complaints User The complaints user can file a

complaint. Complaints User portal

- File complaint

Complaints Manager The complaints manager reviews filed complaints and takes further action.

Complaint - Dashboard - Review complaint

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Complaint user portal The complaint user portal allows users to view their profile and communication address details and the details of the complaints filed by them, and manage personal details like education, experience, training and relationships. It also gives the users the ability to file a complaint.

Procurement user portal The procurement user portal allows vendors to view their profile details and communication address details and the details of the bids submitted by them. It also gives vendors the ability to submit a new bid, manage any submitted bids and ask a question against a procurement.

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PGP user registration The new user registration form allows the user to enter details like user name, first name, surname, date of birth, email address, password and security questions for verification. It allows the user to create an account in the PGP application to access self-service capabilities.

Sample screenshots

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Complaint initiation The complaint initiation form allows the complaint user to enter personal information and complaint details, select an option to file an anonymous complaint, and submit a complaint in the application.

Procurement officer dashboard The procurement dashboard enables the procurement officer to view team members, graphs and charts related to the procurements, and work queues to manage assigned work.

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Initiate procurement The initiate procurement form allows the procurement officer to enter the procurement plan details in the application.

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Specification details The specification details form allows the procurement specialist to enter specifications details like bidding dates, prequalification documents, and evaluation criteria for a procurement.

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Submit bids The submit bid screen allows vendors to submit a bid and bid documents against a procurement.