Outdated systems, increasing caseloads, and citizens who expect the efficiency of modern apps from institutions still tied to decades-old workflows. A study notes that organizations lose an average of $5.87 million in revenue from a single non-compliance event. For state agencies charged with safeguarding billions in tax revenue, the risks are amplified. Legacy systems and manual workflows were no longer up for the challenge of volume and complexity. The state turned to the Pega Platform, a rules-driven system for case management and intelligent automation.