StepChange, a gift that helps people to tackle their heavy debt, has used a Pega platform to join adult a online and hit centre debt support services.
Describing a charity’s digital transition during a a Pega Customer Engagement Summit in London StepChange, CEO Phil Andrew said: “The problem of problem debt is positively enormous. The UK is a nation that keeps these problems dark – we do not wish to speak about debt. The many common thing we contend to people is: ‘We wish we’d seen we a year ago.’ We wish to get people assistance before they tumble into crisis. We need to assistance people earlier.”
The debt recommendation use offers assistance around a digital use and write service, ancillary 620,000 people per year.
However, Andrew pronounced a online and call services were effectively disconnected. Describing a setup, he said: “We have a garland of in-house systems that are mostly undocumented. It is utterly formidable to find out because things go wrong.”
The systems used during StepChange were not assimilated up, that meant there was not a singular source of a truth. To support people contacting a charity, he pronounced staff indispensable to switch between several screens, including Microsoft Excel, a charity’s patron attribute government (CRM) system, as good as use a table calculator.
Andrew pronounced a gift partnered with Pega to make a IT systems some-more efficient, as partial of a 2020 prophesy to double a series of people it helps.
The new complement has enabled StepChange to revoke a time staff take to conduct people contacting a gift from an hour to 20 minutes.
Challenges of using an flexible project
Discussing a deployment of a new system, Andrew pronounced that among a biggest hurdles StepChange faced was that it indispensable to rise a complement in an flexible way, though this is not an proceed a charity’s curators were accustomed to.
“Trustees were used to a rapids approach. Imagine a problem in explaining flexible [methodology],” pronounced Andrew.
This meant that questions acted by a curators such as accurately what is being developed, when will it be prepared and how most will it cost could not be simply answered due to a inlet of using a plan in an flexible way. “This does not enthuse certainty in a house of trustees,” combined Andrew.
The group was also too prescriptive on a go-live date, that subsequently could not be met. “We could not go live in Nov 2018 and a house can behind when we had a delay,” pronounced Andrew.
He pronounced scope creep was another of a hurdles StepChange encountered during a agile project, generally when some “nice to have” suggestions turn full features, requiring additional work.
Discussing operative with Pega, Andrew said: “I’ve finished 3 vital SAP implementations, and Pega is easier than SAP.” However, he combined that StepChange found it distant harder to send believe between a Pega consultants and in-house people.
Article source: https://www.computerweekly.com/news/252459545/StepChange-uses-PegaSystems-to-power-digital-efficiency-drive