Reduced Legacy Infrastructure Spend And Management Effort

Evidence and data. Interviewees explained that prior to migrating to the Pega-as-a-service experience with Pega Cloud, their organizations faced high infrastructure costs and operational complexity due to manual patching, upgrades, and hardware procurement cycles These environments required specialized skills spanning system administration, database management, middleware, and network security, which elevated risk and support costs.

After migrating their Pega apps from on-prem to Pega Cloud, interviewees said these burdens were eliminated through automated patching, monitoring, and auto-scaling. Organizations offloaded routine maintenance and infrastructure management to Pega’s fully managed platform, which reduced hardware requirements and freed staff to focus on more strategic initiatives.

• The VP of IT at the healthcare organization reported that dedicated hardware and infrastructure costs for Pega applications were eliminated following the migration to Pega Cloud. In the prior environment, their organization incurred between $200,000 to $300,000 annually in hardware expenses. Decommissioning occurred gradually because some infrastructure was shared with other applications but the dedicated spend for Pega was ultimately eliminated.

• The CIO at the government organization explained: “By centralizing management, we achieved about 90% efficiency [in infrastructure operations] as a result of moving to a single instance and with Pega’s help managing it. For us, that’s a high level of return.”
  The CIO also emphasized the broader operational impact of migrating to Pega Cloud: “Before Pega Cloud, scaling applications required provisioning more hardware, which meant lengthy procurement cycles and contracts for staffing and outsourced IT labor to manage data center environments. We had on-prem Pega models sized for specific areas — often 10 to 20 servers — with annual server, storage, and compute costs reaching $1 million to $2 million per area, multiplied across 15 to 20 areas. With Pega Cloud, scalability is effectively elastic. We save 75% of that cost and eliminate weeks or even months of procurement delays. Historically, underutilization was 30% to 40%, which wasted resources. Moving to Pega Cloud improved that effective rate significantly.”

• The executive director of decisioning at the financial services organization explained: “In the financial services industry, organizations tend to have a lot of outdated infrastructure. It takes a lot of time and effort to maintain, and you also have to keep the knowledge base with people who are familiar with it. If somebody leaves the company, then you’re obviously not in a good place because they won’t know the historical context of what’s going on. With [Pega Cloud], that problem goes away. It’s Pega’s responsibility at the end of the day to keep the knowledge and make sure everything is still operational. We don’t have to update our own infrastructure or keep people who might want to do something else. It requires a particular skill set to continuously monitor these things.”

• The senior IT lead at the financial services organization noted: “Since migrating our Pega apps, we don’t need to manage much internally anymore. We used to have about 20 people managing our infrastructure clusters, which is now done by Pega. Those people have since been reallocated to something else. We now run the platform with six people instead of 20 — those people make sure our integrations are up to standard; SSO [single sign-on], authentication, all of these things you still need to have with the cloud.”

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite organization has eight infrastructure staff dedicated to managing Pega applications on-premises.

• With Pega Cloud, the composite reduces infrastructure staff dedicated to managing Pega apps by 50% in Year 1, 55% in Year 2, and 60% in Year 3.

• The average fully burdened annual salary for an infrastructure staff member is $131,040.

• The composite’s on-premises infrastructure costs in the prior environment were $250,000 annually.

• With Pega Cloud, the composite reduces on-premises infrastructure costs by 50% in Year 1, 60% in Year 2, and 70% in Year 3.

Risks. This benefit will vary among organizations based on:

• Number of infrastructure staff dedicated to managing on-premises applications.

• Average fully burdened annual salary of infrastructure staff.

• Annual on-premises infrastructure costs prior to migration.

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $1.6 million.

Increased QA Productivity Due To Faster App Testing

Evidence and data. Interviewees reported that moving applications to the Pega-as-a-service solution on Pega Cloud substantially improved QA productivity. Managed DevOps operations in the Pega-as-a-service offering — including the preprovisioned Deployment Manager, standardized release pipelines, and enforced change controls — orchestrated customer and product test automations within the managed pipeline. Teams were able to redirect their focus from repetitive manual work to higher-value testing and development activities, thus increasing their overall delivery capacity. Interviewees emphasized several key sources of value, including:

• Automated regression testing and validation of complex configurations. For the interviewees’ organizations, testing activities that previously consumed the majority of development cycles became faster and more predictable with the Pega-as-a-service solution’s managed operations governing Pega tooling. Interviewees highlighted that automation helped balance development and QA capacity, particularly in environments with frequent configuration changes or complex setups.
  The executive director of decisioning at the financial services organization described the shift: “Testing does two big things for us: first, it automates regression testing so we can move much faster. Second, as we make configuration changes, it helps us confirm they’re accurate. It’s really about being preventative; building scenarios that catch issues early; and automating them to keep development flowing.”
  They further explained that development was often not the bottleneck; testing was: “[The] development capability is actually not a lot of work. The majority of the work ends up being with the testing teams. … Maybe you’re spending two points on the capability, but you might end up spending like five or six points from a testing perspective. So now, all of a sudden, your capacity to develop tends to be more than the capacity you have from a testing perspective. This is where the automation comes in extremely handy so you can balance the two out.”

• Reduced manual test cycles despite GUI-driven configuration complexity. Interviewees whose organizations had customized environments cited higher testing burdens. Automation orchestrated through Deployment Manager and standardized environments within the Pega-as-a-service solution offset the expanded testing surface caused by modern, GUI-driven configuration, which reduced the manual effort required for validation.
  The executive director of decisioning at the financial services organization explained: “With the modern interface, you gain flexibility, but you also increase the testing surface. Once you introduce GUI-driven configuration, you need new scenarios to validate it. In the past, there was far less to manage, but automation in Pega Cloud makes that growth manageable.”

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite organization migrates 10 Pega apps to Pega Cloud in Year 1, 15 by Year 2, and 20 by Year 3.

• Each Pega app is tested four times per month on average.

• In the prior environment, each testing cycle took 10 hours.

• With Pega Cloud, the composite reduces time spent app testing by 30% in Year 1, 35% in Year 2, and 40% in Year 3.

• The fully burdened hourly rate for a QA tester is $67.

• For this benefit, the composite has a productivity recapture rate of 50%. QA testers spend half of the time they save on activities that generate business value, but not all reclaimed time is dedicated to value-added work.

Risks. This benefit will vary among organizations based on:

• Number of Pega apps migrated to Pega Cloud.

• Average Pega app testing frequency per app per month.

• Average time spent testing per cycle in the prior environment.

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $189,000.

Increased Developer Productivity Due To Streamlined App Administration And Configuration

Evidence and data. Interviewees reported that Pega Cloud automated key administrative and configuration tasks, including environment setup, application deployment, patching, and version management, which led to improved developer productivity. Preprovisioned cloud environments, reusable templates, and simplified configuration tools reduced the manual effort developers previously spent deploying and maintaining applications. As a result, developers completed routine tasks faster and dedicated more time to strategic initiatives such as feature enhancements, new application development, and performance and quality improvements.

• The executive director of decisioning at the financial services organization shared: “[We’re] developing more now because we can do more in a sprint than we were doing before. With automation testing, whenever we do an upgrade, because we have automation scripts, we can do the upgrade faster to ensure things are working as intended. That capacity goes to development and other testing. I would never say you’re getting rid of those people. It’s just increasing your capacity of what you’re able to do.”

• The senior IT lead in financial services explained: “Most of the administrative parts are now automated. It’s workflow optimization that saves time. Our developers are doing more work in the same amount of time. It’s about completing tasks faster and giving them the opportunity to work on other projects that are of interest to them.”

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• Of the composite’s 800 developers, 15% have access to Pega Cloud and experience productivity gains from streamlined app administration and configuration.

• In the prior environment, developers spent 20 hours per month on app administration and configuration.

• With Pega Cloud, the composite reduces developer time spent on these activities by 40% in Year 1, 45% in Year 2, and 50% in Year 3.

• The fully burdened hourly rate for a developer is $85.

• For this benefit, the composite has a productivity recapture rate of 50%. Developers spend half of the time they save on activities that generate business value, but not all reclaimed time is dedicated to value-added work.

Risks. This benefit will vary among organizations based on:

• Number of developers with access to Pega Cloud.

• Average developer time spent on app administration and configuration per month in the prior environment.

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $1.2 million.

Accelerated Time To Market

Evidence and data. Interviewees reported that hosting applications on Pega Cloud accelerated time to market by eliminating infrastructure constraints and automating core operational tasks such as environment setup, patching, and upgrades. Elastic scalability, centralized DevOps tooling, and near-zero-downtime updates allowed their teams to build and enhance applications more quickly, which brought customer-facing applications to market faster and enabled their organizations to unlock revenue several weeks earlier than in the on-premises environment. Key mechanisms cited by interviewees include:

• Streamlined deployment and reusable components. Pega Cloud’s centralized DevOps tooling and automated patching reduced manual setup and coordination for the interviewees’ organizations, which enabled faster rollouts and modifications for both minor weekly updates and larger monthly releases.
  The executive director of decisioning in financial services explained: “Efficiency has definitely improved because of the cloud capabilities versus on-prem. With Pega Cloud, we have reusable components and templates that make deployment faster. You can reuse components and modify strategies without introducing new conversations, which helps us roll out updates and enhancements quickly
  The executive director continued: “We rolled out conversion models using reusable components. We started with one page in the application, tested it, and then rolled it out to other pages within the same app. We already had a component for that first page, and now we’re modifying it for others. The logic is mostly the same, which lets us make it available to additional pages quickly.”

• Faster configuration for new use cases. Interviewees said their teams were able to implement new targeting, logic changes, or additional capabilities with minimal setup due to low-code configuration with cloud-managed infrastructure, which avoided delays tied to hardware provisioning and manual environment preparation.
  The executive director of decisioning in financial services described: “Someone on our team had the idea to target a specific customer segment and we were very quickly and easily able to add that additional targeting capability. It didn’t require much additional configuration.”

• Increased application throughput. By reducing manual effort and providing elastic scalability and automated testing through Pega Cloud’s managed DevOps pipelines, organizations were able to increase the number of applications they developed concurrently. This allowed them to expand functionality, support new business initiatives, and respond to market opportunities faster than was possible with on-premises systems.

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite generates $50 million in annual revenue from new customer-facing applications built on Pega solutions. This figure is derived from the organization’s $5 billion annual revenue, with 10% allocated to customer-facing applications built on Pega solutions and 10% of that portion representing new applications rather than recurring revenue.

• In the prior environment, the composite released two new applications per year.

• Each new application generates approximately $480,769 in revenue per week.

• In the prior environment, it took six weeks to deliver a new application.

• With Pega Cloud, the composite reduces app delivery timelines by 30% in Year 1, 40% in Year 2, and 50% in Year 3.

• The composite’s operating margin is 10%.

Risks. This benefit will vary among organizations based on:

• Average revenue from new customer-facing applications built on Pega solutions.

• Average annual app release frequency in the prior environment.

• Average number of weeks to deliver a new app in the prior environment.

Results. To account for these risks, Forrester adjusted this benefit downward by 20%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $452,000.

Improved Operational Efficiency Due To Reduced Internal-Facing Downtime

Evidence and data. Interviewees shared that Pega Cloud improved operational efficiency by reducing downtime for internal-facing Pega applications, including case management systems, workflow automation tools, and operational dashboards that employees across IT, finance, HR, and business teams rely on to perform critical work. Automated patching, near-zero-downtime updates, redundant cloud environments, and proactive monitoring with the Predictive Diagnostic Center enabled their IT teams to resolve issues faster, which kept operational environments available and mitigated subsequent productivity losses for the affected employees. Nonproduction environments, such as development and testing systems, also experienced reduced downtime, which allowed the interviewees’ organizations’ IT teams to maintain smooth internal operations. Pega Cloud’s ability to scale vertically and horizontally ensured that their applications handled peak usage without performance degradation.

• The executive director of decisioning in financial services noted: “Whenever you have a problem with the cloud, you have vendor support that helps catch issues. When it’s on-prem, it’s more like it’s on you specifically to look after it. You have additional support from a vendor perspective that you wouldn’t have as much in the on-prem environment. This means that when we have upgrades, they happen really fast and we experience very little downtime. From that perspective, it’s seamless compared to on-prem.”

• The VP of IT in healthcare reflected on prior challenges, noting: “Before moving to the cloud, there were weak points in the system that meant we were always firefighting. With Pega, I don’t have to worry. The systems are always operational and available. We experience 99.99% availability.”

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite has 40,000 employees with 10% impacted by downtime of internal Pega applications during each event.

• In the prior environment, the composite experienced eight internal-facing downtime events per year, each lasting 4 hours.

• With Pega Cloud, the composite reduces downtime events by 60% in Year 1, 65% in Year 2, and 70% in Year 3. It also shortens downtime duration per incident by 65% in Year 1, 70% in Year 2, and 75% in Year 3.

• The fully burdened hourly rate for an affected employee is $44.

• For this benefit, the composite has a productivity recapture rate of 50%. Employees spend half of the time they save on activities that generate business value, but not all reclaimed time is dedicated to value-added work.

Risks. This benefit will vary among organizations based on:

• Total number of employees.

• Average percentage of employees impacted by downtime of internal Pega apps.

• Average internal-facing downtime events per year in the prior environment.

• Average internal-facing downtime per event in the prior environment.

Results. To account for these risks, Forrester adjusted this benefit downward by 15%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $2.7 million.

Improved Business Continuity Due To Reduced Customer-Facing Downtime

Evidence and data. Interviewees emphasized that Pega-as-a-service applications enabled their organizations to deliver uninterrupted service to customers by minimizing downtime and maintaining consistent performance of customer-facing applications. Redundant cloud architecture, near-zero-downtime updates, automated scaling, and proactive monitoring through the Pega Diagnostic Center (PDC) allowed their IT teams to detect and resolve issues before they affected customers. In addition, Pega Cloud’s enforcement of cloud-native design best practices helped their teams build applications that were inherently more resilient and performant, which further reduced the risk of disruptions during peak usage. These improvements enabled the interviewees’ organizations to safeguard revenue that had previously been at risk during customer-facing downtime.

• The CIO at the government organization noted: “Managed patching for customer-facing applications went from 30 to 40 days on-prem to less than seven days in Pega Cloud. Pega has a 24/7 patch pipeline, automatic regression testing across the redundant environment, and can push critical fixes within days. It’s reduced our exposure time for zero-day exploits by 75% to 80% and lowers the risk of revenue or service impact to our customers.”

• The executive director of decisioning at a financial services company said: “It’s a very rare instance when the cloud is down, so customer-facing applications are definitely more stable now. Pega is doing a good job of getting the latest patches in and ensure our customers don’t experience issues.”

• The executive director added: “We schedule upgrades during low-traffic periods like Saturdays and Sundays to reduce potential impact on customers. Most clients avoid using a mirror environment because it’s expensive, and Pega Cloud’s upgrade process helps prevent disruption for customer-facing apps without requiring that additional production environment.”

• The executive director concluded: “We have credit cards, checking accounts, investment accounts, and even nonacquisition interactions. Even though some don’t immediately generate revenue, they engage customers, build loyalty, and eventually drive revenue. Pega Cloud ensures these customer-facing applications remain available, which protects both direct and indirect revenue streams.”

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• In the prior environment, the composite experienced four customer-facing downtime events per year, each lasting 6 hours.

• The average revenue loss per hour of downtime during peak hours for customer-facing applications built on Pega solutions is $57,078. This figure is derived from the organization’s $5 billion annual revenue, the 10% share attributable to customer-facing applications built on Pega solutions, and a modeling assumption that revenue impact is distributed evenly across the year’s 8,760 hours. This approach provides a conservative estimate for hourly revenue loss during downtime.

• With Pega Cloud, the composite reduces downtime events by 60% in Year 1, 65% in Year 2, and 70% in Year 3. It shortens downtime duration per incident by 70% in Year 1, 75% in Year 2, and 80% in Year 3.

• The composite’s operating margin is 10%.

Risks. This benefit will vary among organizations based on:

• Average customer-facing downtime events per year in the prior environment.

• Revenue loss per hour of downtime during peak hours.

• Average downtime duration per event in the prior environment.

Results. To account for these risks, Forrester adjusted this benefit downward by 20%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $132,000.

Unquantified Benefits

Interviewees highlighted that the Pega-as-a-service offering with Pega Cloud provides both foundational platform-level capabilities and application-level outcomes that their organizations realized once they migrated their Pega applications. The platform-level benefits underpinned operational efficiency, compliance, and scalability, while application-level benefits were realized at the workflow and process level to drive customer engagement, process optimization, and business growth. The following benefits were recognized by interviewees but were not quantified in the financial model:

Platform-level benefits. By eliminating infrastructure constraints and automating core operational tasks, Pega Cloud provided foundational capabilities that interviewees said were critical to achieving scalability, compliance, and operational efficiency:

• Accelerated organizational growth. Interviewees highlighted that Pega Cloud streamlined the onboarding of new business units through rapid environment provisioning and reuse of security, compliance, and integration work already completed, which shortened time to value for new initiatives and avoided duplicating effort.
  The CIO at the government organization explained: “When we think about new adoption, the biggest advantage is that other parts of the organization can take advantage of the groundwork we’ve already done. They don’t have to reinvent the wheel; they can reuse security, compliance, and integration work and move forward much faster. Whether they were on-prem before or brand new, they can leverage what’s in place and speed up deployment. That’s something we couldn’t have done without Pega Cloud.”

• Improved compliance and audit readiness. Interviewees noted that their organizations benefited from built-in compliance frameworks, automated patching, and audit trails that reduced risk and accelerated regulatory and security authorizations that were required to operate applications or systems in accordance with laws, industry standards, and organizational security policies. Their teams avoided the manual, error-prone processes that previously consumed weeks of effort.
  The CIO in government shared: “Pega Cloud maintains FedRAMP [Federal Risk and Authorization Management Program], HIPAA, and FISMA [Federal Information Security Modernization Act] controls, and because of the platform, we can reuse ATO approvals. Before, an ATO process could take 12 to 16 weeks with hundreds of hours of documentation and testing. Now, because Pega Cloud inherits security controls, we reuse approvals and cut that time by 75% to 80%. What used to take months now takes a few weeks. Even audit readiness is easier because controls are inherited, patching is automated, and vulnerability scans are built in.”
  For the healthcare VP of IT, compliance improvements were tied to HIPAA and audit readiness: “With Pega Cloud, intake is automated, verification is tracked, and everything is logged; who did it, when, and whether it was the right person. We no longer see noncompliance risk, and audits are much smoother.”

• Enhanced access to government markets. For interviewees’ organizations that provide cloud services to US federal agencies — or operate in sectors where handling federal data is required — FedRAMP compliance through Pega Cloud was essential to meet strict security and data protection standards. Migrating Pega applications to a FedRAMP-authorized Pega Cloud instance enabled interviewees’ organizations to pursue opportunities in regulated markets while consolidating environments and reducing duplicated security work across multiple groups.
  The CIO at the government organization explained: “Moving our Pega applications to a single FedRAMP-compliant Pega Cloud instance helped us consolidate multiple on-prem groups and eliminate duplicated patching and maintenance efforts across 15 to 20 groups. Before, we had to replicate those activities across all those groups.”

• Improved employee experience. Interviewees explained that Pega Cloud’s automation of infrastructure, zero-downtime upgrades, and low-code configuration eliminated weekend outages and repetitive manual tasks, which improved job satisfaction and freed teams up to focus on higher-value work.
  The senior IT lead in financial services said: “When our Pega apps were on-prem, monthly upgrades meant weekend outages and late nights. Every deployment carried risk. Now, automation and low-code have freed up time for higher-value work. Teams aren’t firefighting and working through the night, they’re innovating. They’re much happier now.”

Application-level benefits. For the interviewees’ organizations, migrating applications to Pega Cloud unlocked workflow and business-process improvements that extended beyond platform capabilities. Interviewees highlighted several operational and business outcomes that were not quantified in the financial model:

• Enhanced customer experience. Pega Cloud enabled faster resolution of inquiries and more consistent service across the interviewees’ organizations’ channels by leveraging near-zero-downtime upgrades, automated patching, and elastic scalability. These capabilities allowed the healthcare organization to reduce manual processes by 80%, with response times dropping from a range of two to three days to 5 to 20 minutes — improvements that would have been slower and riskier to achieve in a legacy on-prem environment.
  Interviewees emphasized that Pega Cloud’s automation and high availability drove these improvements because these features ensured agents had real-time access to data and eliminated delays caused by manual processes. The VP of IT explained these features also enabled omnichannel support and consistent service across channels — outcomes that were previously hindered by downtime and manual updates: “What we have seen on the business side is that there is omnichannel support and consistent service across all channels, which improved our customer satisfaction and engagement. Earlier, customers would call for some information, and we’d take it down and call back days later. Now, most things are resolved in the first call because agents have everything they need. Our intake process became much smoother and better than before. For existing customers, whether it’s a billing issue or any other issue, we are able to help them quickly.”

• Optimized revenue and sales. Interviewees explained that hosting their Pega customer service and sales applications on Pega Cloud allowed them to capture revenue opportunities faster and improve sales conversion because automated patching, zero-downtime updates, and proactive monitoring ensured uninterrupted availability and rapid rollout of enhancements. These capabilities reduced delays and errors that previously caused missed opportunities in the on-prem environment.
  The VP of IT at a healthcare organization attributed revenue growth to streamlined workflows and faster approvals enabled by Pega Cloud’s automation and high availability. Prior to migration, intake and verification were manual, taking two to three days and causing missed referrals. After migrating, approvals were near real time, response times dropped to minutes, and their organization converted more patients without adding staff. These operational gains — not just improved uptime — drove higher conversion rates and accelerated revenue growth from 8% annually to 10% to 12%.
  The VP of IT in healthcare noted: “Before, the first call would be 15 minutes just capturing the information and then a back-end team would research and provide details to the representative, who would then call the customer back. It was taking two to three days before we could respond, and some customers were not happy with that. We may have lost a lot of sales because of that in the past.”
  The VP of IT concluded: “We no longer missed referrals because approvals were faster. That meant more patients converted and our revenue has grown because our workflows are more seamless.”

• Accelerated rapid prototyping and development. Using Pega Blueprint on Pega Cloud enabled the interviewees’ organizations to accelerate application development through iterative prototyping and fast feedback loops in a centralized, cloud-managed environment. Teams could collaborate simultaneously, test ideas, and refine applications quickly without the infrastructure constraints and manual setup required on-prem.
  The senior IT lead in financial services shared: “With Pega, you basically have a rapid prototype model where you can just click in a couple of screens or create a couple of screens in a day. It’s really fast and gets quick feedback instead of creating a picture or doing it in words. We can just create a screen and talk about it.”
  The senior IT lead continued: “At any given time, we have 10 or 20 people using Blueprint, and that’s continuous. We use it in a lot of domains. Every time we start a greenfield or new application, we start with Blueprint to rapidly build and refine applications. It’s change something, generate new screens, iterate quickly — that’s our rapid prototyping.”

Flexibility

The value of flexibility is unique to each customer. There are multiple scenarios in which a customer might implement Pega Cloud and later realize additional uses and business opportunities, including:

• Empowering new solution innovation with the Pega-as-a-service experience on Pega Cloud. Interviewees described their plans for expanding usage of Pega to new applications, noting that they aim to leverage advanced capabilities such as GenAI-assisted workflow automation, Pega Blueprint for rapid workflow and case design, and automated documentation of case stages and rules. By building on the core cloud environment, teams anticipate accelerated time-to-value, reduced errors, and the ability to adapt quickly to changing business needs.
  The CIO at the government organization explained: “With Pega, we can start with a core application and then expand to other areas as needs evolve. [Pega] Blueprint and GenAI let us rapidly prototype new workflows; we can try something, see how it works, get feedback from the team, and adjust right away. And when we’re ready, we can bring additional apps online without starting from scratch. That means we see the value much earlier in the process, and it helps get buy-in from stakeholders because they can actually see what we’re building. It’s not just theoretical; it’s tangible. That has really changed the way we approach new initiatives, and it’s something we keep coming back to as we plan future projects.”

Flexibility would also be quantified when evaluated as part of a specific project (described in more detail in Total Economic Impact Approach).