Case Study: ACSO improves client outcomes and efficiency with Pegasystems

ACSO improves client outcomes and creates efficiencies

ACSO, the Australian Community Support Organisation, needed a more efficient way to manage complex client cases across programs such as justice, mental health, disability, and employment services. Its existing referrals, intake, assessment, and treatment processes were cumbersome and time-consuming, making it harder for staff to deliver flexible, effective support. ACSO worked with Pegasystems and the Pega Platform to modernize its case management approach.

Pegasystems implemented the Pega Platform and Customer Service app to streamline administrative workflows and give caseworkers a real-time view of client interactions and caseloads. The results were significant: report generation time dropped from three or four days to just hours, improving efficiency and customer satisfaction, while ACSO now supports 20,000 clients per year across 10+ complex programs.

ACSO

Janine Gledhill

Transformation Program Director