Australian Government Architecture
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Type

Design

Reference

Mandate

Endorsed

Status

Emerging

Responsible agency

Department of Home Affairs

Enterprise process management

Responsible agency: Department of Home Affairs

Pegasystems case management solution is used by the Department of Home Affairs to streamline and automate complex case management procedures. The system enables workflow automation and AI-powered decision-making, supporting operations such as immigration and visa processes. 

Pegasystems has partnered with the Department of Home Affairs for over a decade, with contract renewals and additional funding provided as recently as 2025. 

The EPM Pega Platform may be used by other agencies within the Home Affairs portfolio as a unified Case Management platform capability.

Pegasystems technology is also deployed across various government departments, including Services Australia and the Department of Defence.

Capabilities

This design is part of the following capability.
CAP32

Case management

Policies

This design can be relevant to meeting the requirements of the following policies.
POL17

Case Management policy

Standards

This design can be useful in achieving the intent of the following standard(s).

Case management standard

STA35
Case management is the process of managing a series of steps or events to reach a resolution. Case management systems help track and manage cases from start to finish. The case management systems normally would include the following functionalities:
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