Case Study: Intellectual Property Australia achieves 99.6% online transactions and major cost savings with Pegasystems' Pega platform

IP Australia Transforming operations and customer service

Intellectual Property Australia, the government agency that handles IP rights for the country, processes roughly 850,000 customer interactions a year — including about 160,000 new applications and AUD$210 million in revenue. Facing rising demand, fragmented legacy systems and manual processes, the agency needed a more agile, scalable way to manage complex cases and improve customer service.

By consolidating multiple legacy systems into a single Pega case-management application, migrating 17.5 million records, upgrading front-end processing and deploying Pega Robotic Process Automation, IP Australia created an agile development environment and streamlined operations. The transformation raised online transactions from 12% to 99.6%, enabled decommissioning of 35 systems and about $1.4 million in annual licensing savings, cut rollout times from months to near real-time, and is projected to deliver roughly $87 million in benefits over the system’s life.

Intellectual Property Australia

Rob Bollard

Chief Information Officer