HR Transformation through Pega Hyperautomation

This document is a case study detailing the HR transformation initiative undertaken by Deutsche Telekom Services Europe SE (DTSE) through the implementation of the Pega hyperautomation platform. The objective was to modernize a complex HR ecosystem comprising over 800 HR processes and 250 HR products while replacing a 15-year-old legacy IT system by 2025 without disrupting ongoing operations. The initiative aimed to enhance operational efficiency, reduce the number of HR processes by 50%, and improve the handling of approximately 230,000 HR tickets monthly. By leveraging AI, robotic process automation (RPA), and low-code technologies, DTSE successfully automated 80% of data inputs and calculations, leading to significant reductions in manual workloads and response times. The transformation resulted in an 80% improvement in HR efficiency and a 15% enhancement in customer interaction quality, showcasing the impactful role of hyperautomation in reshaping enterprise operations.