Case Study

Transforming Public Sector Debt Management with a Cloud-First, AI-Enabled Platform

Industry

Public Sector

Location

Our Contributions

Platform Modernization, Low-Code Transformation, DevSecOps Enablement

Technologies

Pega (Collections, Customer Service, CDH), Pega Cloud, GenAI Blueprint

Coforge partnered with a non-ministerial department of the UK government to modernize its national-scale debt management operations through a cloud-first, configuration-driven platform. The objective was to unify fragmented systems, improve recovery outcomes, and ensure policy-aligned, citizen-centric service delivery at scale.

The transformation delivered a Customer-Centric Debt Collection System (CDCS) built on Pega Cloud, enabling secure, scalable, and highly available operations. The platform supports billions in managed debt and millions of active cases annually, delivering improved recovery performance, operational efficiency, and regulatory compliance.

Transformation Timeline

Phase 1:

Legacy assessment and platform design

Phase 2:

Low-code implementation and cloud deploymen

Phase 3:

DevSecOps enablement and automation

Phase 4:

Continuous optimization and live service maturity

Drag

The Challenge

The organization required a unified, policy-compliant platform capable of managing multiple debt regimes at a national scale. Legacy systems led to fragmented customer journeys, manual processes, and inconsistent treatment of cases.

Adapting to evolving policies was slow, while enforcing safeguards such as affordability checks, vulnerability identification, and statutory compliance required stronger automation and governance.

Additionally, the client needed improved customer experience, faster deployment cycles, enhanced automation, and robust auditability aligned with public sector standards.

Our Approach

Cloud-First Low-Code Platform Implementation

Delivered a configuration-driven debt management platform on Pega Cloud, minimizing customizations while maximizing scalability and flexibility.

Unified Case Management & Decisioning

Integrated case management, decisioning, telephony, correspondence, and reporting into a single platform to streamline operations and improve efficiency.

AI-Driven Policy & Decision Automation

Leveraged Pega Customer Decision Hub and GenAI Blueprint to operationalize policy rules, automate decision-making, and accelerate solution design.

DevSecOps & Continuous Delivery Framework

Implemented automated CI/CD pipelines with guardrails, security checks, and blue/green deployments to ensure safe, fast, and reliable releases.

Advanced Integration & Architecture

Enabled secure, API-led integrations using OpenAPI standards, OAuth-based security, and reusable data models, ensuring interoperability and scalability.

Partner / Technology Ecosystem

Pega Platform (Collections, Customer Service, CDH)
Pega Cloud
GenAI Blueprint
ServiceNow, Selenium, Cucumber
Odigo CTI, Quadient

Impact to Date

+15%

Improvement in Collection Effectiveness

+40%

Faster Release Cycles

+30%

Faster Adviser Resolution

-25%

Reduction in Telephony Contacts

99.95%

Service Availability

>99%

Deployment Success Rate

£48.7bn

Debt Resolved (H1 2025 vs £21.8bn pre-transformation)

-75%

Reduction in Case Allocation Time