How we migrated a critical digital portal to Pega Constellation for a large government organization without disrupting service delivery.

The organization: digital services as a critical part of the process

A major public sector organization in the northern Netherlands is responsible for administering complex public service schemes. Through a digital portal, citizens can submit applications, upload supporting documents and track the progress of their cases. As such, the portal serves as a vital link between the organization and its applicants. Behind the scenes, the portal is fully integrated with Pega. Actions performed by users within the portal are processed directly in Pega, enabling employees to review, assess and handle applications efficiently.

For example, applicants may be required to submit supporting documents for review and verification. If information is missing or a document does not meet the required standards, the organization must be able to inform the applicant about what is still needed. As a result, the portal is far more than just a digital front end; it is an integral part of the organization’s core operational processes.

 

The challenge: migrating under a strict deadline

Users authenticate through DigiD. Evolving technical and security requirements made it necessary to modernize the platform. Without these changes, support for the DigiD integration would eventually be discontinued. This made the migration a matter of urgency, as the portal would become inaccessible to many citizens without DigiD. The organization therefore decided to migrate its applicant portal to Pega Constellation, Pega’s next-generation user interface framework.

BPM Company played a key role throughout the migration project. One of the consultants involved was Hessel Idema, a Business Analyst at BPM Company.

Hessel: “This was not a typical upgrade where you simply modify a few screens. In reality, we had to rebuild the entire portal from the ground up. At the same time, all existing functionality had to be migrated seamlessly, while working towards a fixed go-live date for the new environment. That deadline was non-negotiable.”

 

First understand what exists, then improve it

A significant part of Hessel’s role involved analyzing and documenting the existing functionality. What exactly happens on each screen? Which data is used? What steps does an applicant go through? And how should these be reflected in the new environment? The migration was deliberately designed as more than a technical one-to-one conversion.

Hessel: “When undertaking a large-scale migration like this, you don’t want to simply recreate everything as it was. We continuously asked ourselves: what exists today, what absolutely needs to be preserved, and where can we do better? If a screen wasn’t designed in a logical or user-friendly way, this was the perfect opportunity to revisit and improve it.”

The organization’s communications team also played an important role in the project. Representing the applicant’s perspective, they contributed requirements aimed at improving clarity, consistency, and ease of use throughout the portal.

Hessel: “We held weekly sessions with the communications team. Throughout the week, the two business analysts on the project worked on different processes and screens. We would then review the results together and discuss what could be made clearer or more effective. For example, we looked at how information could be presented consistently across different parts of the portal to create a more uniform user experience.”

These requirements constantly had to be balanced against the available time. While there was a strong ambition to further enhance the portal, the go-live date was fixed and could not be postponed.

Hessel: “There was an extensive wish list, and it contained many great ideas. But you also have to be pragmatic. Not everything needs to be included in the first release. We therefore continuously assessed what was essential for go-live and which enhancements could be implemented later.”

 

Constellation: consistency through reusable components

The migration to Pega Constellation brought not only a new user experience, but also a different technical approach. The user interface is built with React and relies heavily on reusable components. This provided an opportunity to create a more consistent and standardized structure across the various parts of the portal.

Hessel: “You can create components for a wide range of use cases. Take the display of address information, for example. You could build a dedicated component for every specific scenario, but that would eventually result in a large collection of components that all need to be maintained. That’s why we deliberately focused on reusing existing components wherever possible and on determining how a relatively small set of components could support the broadest range of use cases.”

This approach delivered benefits for both the technical solution and the end user. By reducing the number of different components, the platform became easier to maintain and manage. At the same time, reusing components ensured that similar actions looked and behaved consistently throughout the portal, creating a more intuitive and predictable user experience.

Hessel: “For me, that consistency is perhaps even more important. When the same information is presented in the same way throughout the portal, users don’t have to figure out how things work every time they encounter them. As a result, the portal becomes much more consistent, intuitive, and user-friendly.”

 

The result: more modern, more user-friendly and easier to maintain

Following the migration, the organization now benefits from a modernized portal that aligns with the current Pega architecture while continuing to support DigiD as its authentication method. The project also provided an opportunity to take a critical look at the overall user experience. Where possible, screens and processes were streamlined, improved, and standardized. By taking a deliberate approach to the use of reusable components, the team established a foundation that is easier to maintain and extend over time. As a result, the benefits can be seen on multiple levels: the continuity of digital service delivery has been secured, the user experience has become more consistent and intuitive, and the technical environment is better positioned to support future developments.

Hessel: “What makes this project unique is its scale. Migrating an entire portal to Constellation is not something you do every day. Especially in a government environment, where you need to comply with numerous standards and regulatory requirements, success depends on close collaboration between technical teams, business stakeholders, and communications specialists. In that respect, this organization was among the first to undertake a migration of this scale.”

 

Organization-wide collaboration

The project impacted far more than just the development team. Multiple departments were involved, each responsible for different schemes and processes supported by the portal. In addition, teams such as Communications, the Product Owner, and Program Management played an active role throughout the project. According to Hessel, this close collaboration across the organization was a key factor in meeting the fixed deadline.

Hessel: “The entire organization was involved in the project. We worked with multiple teams, each responsible for their own processes and schemes. Collaboration was strong throughout, and we established a clear structure through regular alignment meetings. In a project like this, it’s important to prevent teams from optimizing solely from their own perspective. Ultimately, the goal is to deliver one cohesive portal that provides a consistent experience for all users.”

 

Why BPM Company?

Large-scale Pega migrations require more than just platform expertise. Consultants must also understand how processes, user requirements, technology, and the organization are interconnected. According to Hessel, that is precisely where BPM Company’s strength lies.

Hessel: “BPM Company is fully focused on Pega and low-code software development. Our people receive intensive training in these areas from the very beginning, including through our own Academy. Just as important, however, is being part of an organization with a deep pool of Pega expertise. If you encounter a complex challenge during a project, there are always colleagues you can consult and brainstorm with.”

This combination of specialized expertise and hands-on project experience makes BPM Company a natural partner for complex initiatives where not only technology, but also business processes and user needs, play a central role.