Case Study: Queensland Department of Education achieves streamlined, compliant complaints management with Pegasystems' Pega Government Platform

Queensland Department of Education A seamless enterprise solution for complaint management

The Queensland Department of Education, which serves more than 800,000 school students and nearly 300,000 early‑childhood enrolments across the state, relied on spreadsheets and manual processes to track complaints. That approach limited available complaint data, made reporting and analysis slow and labor‑intensive, and hindered the department’s ability to identify trends and improve services.

Pegasystems built a Customer Complaints Management System (CCMS) on the Pega Government Platform to provide an enterprise solution for collecting, storing and analyzing complaints. Delivered in four months, the system offers a simple case‑management interface, reduced manual data collection, automated notifications and escalations, improved reporting and compliance, and streamlined workflows that boost frontline efficiency.

Queensland Department of Education