Case Study: Colpensiones achieves rapid pension process automation and scalable service delivery with Bizagi

Colpensiones chose Bizagi to deliver the world’s largest BPMS

Colpensiones is a government-run state pension unit in Colombia created to replace a fragmented, paper‑based system and improve service for millions of citizens. Tasked with taking over monthly payments for nearly 1 million pensioners and administering contributions for 6.5 million workers, the organization faced 60 disparate databases, tens of thousands of complaints and lawsuits, and the need to move rapidly to a customer‑centric, SLA‑driven, paperless operation.

Colpensiones implemented Bizagi’s BPMS and a phased, process‑first redesign that centralized decision‑making, cleaned and integrated legacy data, and combined technology with change management. In just nine months 118 processes went live; today the platform handles roughly 28 million activities and about 900,000 cases per month, supports ~$4bn in transactions, sped up response times (118,000 queries handled in month one), expanded geographic reach, increased monthly payments to over 1 million, and delivered measurable cost, service and operational improvements.

Colpensiones

Pedro Nel Ospina

ex-CEO