Resources

Case Studies

LEARN ABOUT HOW RESOLVE BENEFITS OUR CUSTOMERS

Learn about how we have transformed how organisations work by using our dynamic case management software to automate manual, knowledge-intensive business processes – from simple incidents or complaints, to complex cases and investigations.

 

RECENT CASE STUDIES

University HR Management

UNIVERSITY HR MANAGEMENT

This world-class University was the first Resolve Enterprise solution to be hosted in the Australian data centre. Requiring a new HR Customer Service Management solution, Enterprise was implemented to increase service quality, visibility, and reporting, as well as identify root issues causing multiple queries, assist the University in evolving to more self-service functionality.

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Government Volunteer Management

GOVERNMENT VOLUNTEER MANAGEMENT

This Victoria State Government Office approached RSG to develop a Volunteer Management System. The solution provides the Customer with a complete and central repository for managing the volunteers – their appointment, performance of their duties, and cessation of their duties. The Resolve Enterprise solution provides end-to-end management of each of these processes, and seamlessly integrates with a number of the Customer’s other IT systems. For example, the solution interfaces with the Volunteer Availability System, where the general public can search for available volunteers online.

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Silver-Top-Taxi-Service

SILVER TOP TAXI SERVICE

Silver Top Taxi Service is one of Australia’s largest taxi networks based in Melbourne with over 7000 drivers and customer touch points at all times of the day. The Resolve Express ‘out of the box’ solution is used to manage each complaint and enquiry through each stage of its life cycle, from initial logging and acknowledgement, allocation of actions, management of deadlines, generation of correspondence, and management of documentation, through to resolution and closure, reporting and trend analysis.

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FairWay-Resolution

FAIRWAY RESOLUTION (NZ)

FairWay Resolution is a New Zealand based specialist conflict and dispute resolution company providing services across both government and private sectors. Annual case volumes are approx. 10,000 and the process workflows range from simple linear workflows (15%) to complex multi-process workflows (85%). The services that FairWay provide are mainly Process to Decision Management (rule/policy heavy) and Incident Management (collaboration heavy). Resolve delivers capability and flexibility for these usage scenarios.

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ALL CASE STUDIES (A-Z)

Ambulance-NSW

AMBULANCE SERVICE OF NSW

The Ambulance Service of NSW has a total of 226 ambulance stations and approximately 4,500 employees. Resolve’s DCM solution was chosen to address identified deficiencies in processing, tracking and reporting on complaints and investigations within the Professionals Standards & Conduct Unit. The successful implementation resulted in Resolve being utilised in other areas of the business, specifically the Death & Disability and Health & Wellness Units.

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Australia-Federal-Police-Association

AUSTRALIAN FEDERAL POLICE ASSOCIATION

The Australian Federal Police Association represents and supports the interests of the Federal Police and law enforcement employees across a range of agencies. Resolve was selected to improve efficiency in responding to members, reduce timelines, reduce costs of managing cases, streamline business processes, and ensure they were aligned with the Commonwealth Ombudsman’s recommended best practices in complaint handling and investigations.

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Commonwealth-Ombudsman

COMMONWEALTH OMBUDSMAN

The Commonwealth Ombudsman consists of 130 staff who examine complaints from the public about administrative actions and decisions of Government agencies. There are more than 30,000 issues per year, of which 20,000 are taken on as complaints and investigated accordingly. Resolve aligns workflow and case management systems to ensure a timely and consistent approach to investigations in accordance with legislation. Furthermore, 99.9% availability is required during business hours.

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Consumer-Affairs-Victoria

CONSUMER AFFAIRS VICTORIA

Consumer Affairs Victoria (CAV) processes more than 300,000 phone and face-to-face enquires and 16,000 written complaints per year. Approx. 1,000 complaints are thoroughly investigated resulting in over 100 prosecutions. Standardised recording via Resolve has meant better reporting, better analysis and better identification of market trends. Resolve provides a sharper view of current consumer issues and has allowed CAV to better identify patterns of complaints.

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Department-of-Immigration-and-Border-Protection

DEPARTMENT OF IMMIGRATION AND BORDER PROTECTION

The Department of Immigration and Border Protection (DIBP) manages 8,000 Freedom of Information (FOI) requests annually. Resolve workflow controls the flow of information between the three offices and 70 staff managing FOI requests. Live active reporting allows FOI managers to monitor case loads, volumes of requests and the status of open requests across Australia. Integration of Resolve with the DIBP document management system was a critical element of the solution.

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Department-of-Economic-Development-Jobs-Transport-and-Resources

DEPARTMENT OF ECONOMIC DEVELOPMENT, JOBS, TRANSPORT AND RESOURCES (VIC)

The Department of Economic Development, Jobs, Transport and Resources in Victoria implemented Resolve to manage their Skilled and Business Migration assessment process. The solution needed to integrate with existing Visa Sponsorship systems, and provide flexible workflow processes, comprehensive real-time reporting about the Skilled and Business Migrants, and statistics to measure KPI’s and progress against Government goals. Service levels and applicant satisfaction has improved greatly.

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Disability-Services-Commissioner

DISABILITY SERVICES COMMISSIONER (VIC)

The Disability Services Commissioner in Victoria manages complaints about disability service providers, and then works with those service providers to improve outcomes for people with a disability. The Complaints Management process spans various stages including assessment, conciliation, investigation and referrals. Flexible dynamic workflows allow deviation from normal process flows. Resolve provides detailed snapshots at any stage within the complaint life-cycle and has improved staff productivity.

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Disability-Services-Queensland

DISABILITY SERVICES QUEENSLAND

Disability Services Queensland requires that all of its 21,000+ workers and volunteers undergo a criminal history screening with the Queensland Police every two years, and be issued with a card confirming their eligibility to work with the disabled. Resolve integrates with the Queensland Police systems and also transfers data to the card manufacturer. It is estimated that Resolve replaced the planned future head count of eight full-time staff.

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Energy-and-Water-Ombudsman-Queensland

ENERGY AND WATER OMBUDSMAN QUEENSLAND

Energy and Water Ombudsman Queensland protects the rights of over 1.9 million electricity, water and reticulated gas customers. Resolve helps investigation officers better manage their workload, provides faster responses to customers with greater regards to due process, and identifies systemic issues more easily. Tight integration with Microsoft Office, a relational database with flexible search capabilities, audit trails, and document management were requirements delivered by Resolve.

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FairWay-Resolution

FAIRWAY RESOLUTION (NZ)

FairWay Resolution is a New Zealand based specialist conflict and dispute resolution company providing services across both government and private sectors. Annual case volumes are approx. 10,000 and the process workflows range from simple linear workflows (15%) to complex multi-process workflows (85%). The services that FairWay provide are mainly Process to Decision Management (rule/policy heavy) and Incident Management (collaboration heavy). Resolve delivers capability and flexibility for these usage scenarios.

Download

Fonterra-Brands

FONTERRA BRANDS

Fonterra Brands, a New Zealand based company, is the world’s leading exporter of dairy products, and employs more than 2,000 people in Australia. Resolve implemented a case management solution to manage and report upon customer and consumer enquires. The solution has their IT infrastructure and centralised database in New Zealand, a call centre in Australia, and implementation across two countries, five usage sites and multiple time zones.

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Government Volunteer Management

GOVERNMENT VOLUNTEER MANAGEMENT

This Victoria State Government Office approached RSG to develop a Volunteer Management System. The solution provides the Customer with a complete and central repository for managing the volunteers – their appointment, performance of their duties, and cessation of their duties. The Resolve Enterprise solution provides end-to-end management of each of these processes, and seamlessly integrates with a number of the Customer’s other IT systems. For example, the solution interfaces with the Volunteer Availability System, where the general public can search for available volunteers online.

Download

Independent-Commissioner-Against-Corruption-SA

INDEPENDENT COMMISSIONER AGAINST CORRUPTION (SA)

The Independent Commissioner Against Corruption (ICAC) in South Australia receives and assesses complaints about corruption and misconduct in public administration. The Resolve solution has delivered the benefits of streamlined and automated processes for handling all enquiries, complaints and investigations. ICAC is convinced that the flexibility of Resolve will enable ICAC to meet their future case management needs and is sharing their ideas across other integrity agencies.

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Merit-Protection-Boards

MERIT PROTECTION BOARDS (VIC)

Merit Protection Boards in Victoria provides an independent mechanism to hear appeals and grievances for approximately 40,000 employees in the education system. Resolve has delivered an automated, secure system that ensures correct processes are followed, that all related information is stored against a case, and that the case is accessible at any time. Resolve has provided data consistency, data visibility, and automatic links to the Department of Education.

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Metcash

METCASH

Metcash is a leading marketing and distribution company based in NSW, and operates in the food and fast moving consumer goods (FMCG) categories. Resolve’s configuration is used to manage complaints, enquiries and requests for information regarding products purchased from IGA stores nationally. Resolve also manages product recalls, consumer outcome notifications, compensation due advisements, and provides critical real-time statistics, search capabilities, and integration with the Metcash mainframe.

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Ombudsman-Tasmania

OFFICE OF THE OMBUDSMAN TASMANIA

The Office of the Ombudsman Tasmania manages complaints and enquiries across the Government, Health and Energy jurisdictions. A key feature of the Resolve solution is to allow the “splitting” of a case during its lifecycle. For example, where a case has multiple issues, each issue can be pursued on a different decision path by creating sub cases, tied to the original case and managed by integrated workflows.

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Office-of-the-Public-Advocate

OFFICE OF THE PUBLIC ADVOCATE (VIC)

The Office of the Public Advocate in Victoria promotes and protects the rights and dignity of people with disabilities. Resolve is used to manage the individual advocacy, investigations and guardianships of clients. It also manages the community visitors program which schedules and records all visits by the community workers and volunteers. Strong workflow process and associated security ensures privacy and confidentiality as per Government policy.

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Ombudsman-SA

OMBUDSMAN SOUTH AUSTRALIA

The Ombudsman South Australia handles around 4,000 “approaches” each year, of which around 65% turn into active investigations. Case management is core to the business and must be robust, reliable and adaptable to changing legislation and business process. An uptime of 99.9% and access for every staff member is vital. Multiple Resolve case forms, utilising drop down fields and selection boxes, ensures data integrity that aids reporting.

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Queensland-Corrective-Services

QUEENSLAND CORRECTIVE SERVICES

Queensland Corrective Services’ mission is to strengthen community safety and crime prevention by the supervision and surveillance of offenders in the community. Approximately 6,000 prisoners and 16,000 offenders on parole can now have their complaints investigated and managed using the Resolve solution. Corrective Services have streamlined their complaints handling process and allowed the organisation to be far more responsive to any alleged or actual service breakdown.

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Silver-Top-Taxi-Service

SILVER TOP TAXI SERVICE

Silver Top Taxi Service is one of Australia’s largest taxi networks based in Melbourne with over 7000 drivers and customer touch points at all times of the day. The Resolve Express ‘out of the box’ solution is used to manage each complaint and enquiry through each stage of its life cycle, from initial logging and acknowledgement, allocation of actions, management of deadlines, generation of correspondence, and management of documentation, through to resolution and closure, reporting and trend analysis.

Download

SA-AGD

SOUTH AUSTRALIAN ATTORNEY-GENERAL’S DEPARTMENT

The South Australian Attorney-General’s Department purchased Resolve to be supported internally but utilised by numerous independent business units – specifically the Ombudsman, Equal Opportunity Commission, Office for Women, WorkCover Ombudsman and Police Ombudsman. The challenge was to create and implement a solution that could be extended and utilised by a number of different agencies, offering technology and resource efficiencies to each agency, whilst giving each agency a system tailored to their specific needs.

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University HR Management

UNIVERSITY HR MANAGEMENT

This world-class University was the first Resolve Enterprise solution to be hosted in the Australian data centre. Requiring a new HR Customer Service Management solution, Enterprise was implemented to increase service quality, visibility, and reporting, as well as identify root issues causing multiple queries, assist the University in evolving to more self-service functionality.

Download

Victim-Assist-Queensland

VICTIM ASSIST QUEENSLAND

Victim Assist Queensland focuses on assisting the recovery of victims of crime or violence. A highly configurable Dynamic Case Management system was needed to deal with financial assistance assessors, victims link-up staff, regional court support staff, money recovery (from offenders) staff, community engagement services, and all levels of business correspondence. Speed of deployment was critical and needed to be timed with the introduction of a new Government Act.

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Victorian-Legal-Services-Board-and-Commissioner

VICTORIAN LEGAL SERVICES BOARD AND COMMISSIONER

The Victorian Legal Services Board and Commissioner in Victoria is an independent agency responsible for handling complaints about lawyers. The complexity is surprising. In excess of 60 workflows and 200 document templates are required to process enquiries, complaints, disciplinary applications, ex gratia payment requests, freedom of information requests, requests for information and human rights cases. Further complexity was handled by Resolve in providing seamless access to a variety of legal systems.

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Victorian-Ombudsman

VICTORIAN OMBUDSMAN

The Victorian Ombudsman investigates over 30,000 complaints annually from more than 600 different public sector agencies. Resolve was implemented to support a growing case demand without additional staff increases. Streamlining processes through Resolve has achieved this, as well as deliver further annual savings of $120k. Resolve provides a single integration platform for all core applications, including Contact Centre, Business Intelligence, Online Forms and Document Management.

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