How the Vulnerability Registration Service is using Pega to help organizations better support vulnerable customers

When vulnerable individuals interact with financial services, utilities, or government agencies, they often face an exhausting cycle of repeatedly disclosing their circumstances - explaining their mental health struggles, caring responsibilities, or accessibility needs over and over again to different organizations. The Vulnerability Registration Service (VRS) has spent a decade building a cross-sector database to make this easier for people, and a new partnership with Pega is opening doors to broader adoption among large financial institutions.

The VRS database holds approximately one million records of individuals facing challenging circumstances, ranging from financial difficulty and health conditions to accessibility needs and life events like bereavement. What makes the non-profits’ approach distinctive is its focus not just on flagging vulnerability, but on providing actionable context about what support individuals actually need.

Helen Lord, CEO of VRS, explained the rationale behind the service:

We wanted to help individuals avoid those repeat conversations, telling the same ...