IP Australia, an Australian government agency, administers IP rights and processes approximately 850,000 IP service requests per year, including more than 160,000 new applications for IP rights.
The agency will deploy Robotic Process Automation (RPA) with Pega Robotic Automation to allow it to complete many of these mundane data-entry tasks faster and more effectively.
According to Pega, the streamlined process will enhance service experiences and quality outcomes for IP Australia’s customers and, in addition, employees will be freed from routine tasks to complete more strategic initiatives, which the agency expects will also improve job satisfaction and tenure.
As the first step, IP Australia previously adopted Pega Platform to maintain a seamless digital process for lodgement and processing of IP rights applications, and Pega says the addition of RPA infuses rapid automation to further enhance the agency’s broader digital transformation journey.
“We are very excited about our partnership with Pega and our use of advanced technology to streamline IP Australia’s processes,” said Rob Bollard, general manager, RiO Program and Business Futures, IP Australia. “By developing an innovative digital infrastructure, we are supporting business efforts, improving employee performance, and are able to better support our customers.”
“Government agencies must lead modernisation efforts to reduce costs and enhance service delivery to citizens,” said Luke McCormack, vice-president and managing director, Pegasystems, Asia Pacific.
“As one of Pega’s long-time government clients in Asia Pacific, IP Australia has been at the forefront of modernisation and automation within the region. We look forward to extending our partnership through the next stage of their transformation journey.”