Story
Pega
HCA HealthcareHow HCA Healthcare Runs Back-office Automation on Pega Customer Decision Hub
HCA Healthcare, a health care organization in the United States, uses Pega Customer Decision Hub from Pega to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Operations analysts work from the same Pega Customer Decision Hub record for repetitive desktop work |
| Capability | Repetitive desktop work can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
Story
Health Care work at HCA Healthcare spans more than one site, even when headquarters sits in the United States. Repetitive desktop work was splitting across regional habits. Operations analysts asked for a shared way to run back-office automation without freezing local judgment.
Pega (Pega Customer Decision Hub) is what they standardized on. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. HCA Healthcare uses it as the system of record for repetitive desktop work, with operations analysts as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
