Case Study: New South Wales Department of Planning, Industry and Environment cuts application determination times by more than 50% with Pegasystems' Pega Government Platform

New South Wales Department of Planning, Industry and Environment

The New South Wales Department of Planning, Industry and Environment (DPIE) oversees planning, zoning, building and conservation for Australia’s most populous state and handles 100,000+ applications a year. The department was hampered by a fragmented legacy of about 15 systems, many bespoke apps and paper‑based processes that were costly to maintain and often required in‑person meetings and manual handoffs.

DPIE implemented the Pega Government Platform on Pega Cloud to create the NSW Planning Portal, centralizing and digitizing the application process into a single 24/7 platform. The portal improved the customer experience, enabled faster rollout of new applications, processed over 2,000 online development applications since December 2018, and cut application determination times by more than 50%.

New South Wales

Gino Cavallaro

Executive Director ePlanning, New South Wales Department of Planning, Industry and Environment