Resolve Lifts Dispute Resolution Services Ltd into the Cloud
Resolve Lifts DRSL into the Cloud
Wellington, 18 October 2013 - Dispute Resolution Services Ltd (DRSL) is partnering with software developer Resolve Software Group (Resolve) to implement a businesscritical hosted Dynamic Case Management (DCM) solution. The solution will provide end-to-end management of disputes between organisations and the people with whom they come into contact.
Following the outcome of a public RFP, DRSL selected Resolve’s new cloud software offering – Resolve CloudBase – as the best fit for their organisation. CloudBase is an innovative, patented, cloud-native, platform-as-a-service (PaaS) solution for DCM. It is a quality solution to combining all input (physical, electronic, audio, video) with collaboration (peers, customers, regulatory, experts) and technology (office, ECM, CRM, BPM, transactional) into milestone, business rule and meta data-driven tasks. DRSL’s CloudBase system will be hosted in New Zealand.
DRSL envisage a significant positive change to current operations through the implementation of CloudBase. It will accomplish DRSL’s goal of realising an electronic work management model, moving away from the current paper-heavy processes. CloudBase will enable them to digitise large numbers of files for security and transport.
Implementing CloudBase also supports a national model for automated work assignment and distribution. All cases will come to a central pool and are allocated out to staff based on availability, workload and skills. The centralised scheduling of hearings, mediations and case conferences will also save significant amounts of time, and will allow a better distribution of work.
The Resolve solution will also reduce the number and complexity of prescriptive business rules required to address all of the possible scenarios and sequences within the case management processes by taking advantage of the flexible routing options that DCM solutions offer.
With the new CloudBase solution, applicants and their representatives will be able to access resolution services, submit and receive information, view their case information, respond to schedule requests, and interact with DRSL via a web portal. This allows them to see and understand the steps in DRSL’s business process and track the progress of their case. They are informed of events and deadlines and are reminded of any upcoming events or deadlines to minimise delays and associated adjournments.
Importantly, CloudBase offers DRSL the flexibility and scalability they require. As DRSL grows and current clients’ needs change, CloudBase allows DRSL to create new workflows and/or reconfigure current processes in-house with minimal external support required.
DRSL is a specialist conflict management and dispute resolution company based in New Zealand. They are an independent Crown-owned entity that provides dispute resolution services across a number of government and private sectors. DRSL have an annual combined case volume of approximately 9,000-10,000 cases. They have resolved disputes of all kinds and levels of complexity, including medical, insurance, telecommunications, disability, employment and commercial matters. The process workflows for DRSL’s clients range from simple linear workflows, to complex multi-process workflows. Approximately 85% of DRSL’s cases fall within a complex, multi-process workflow.
ABOUT RESOLVE: Established in 1994, Resolve is a global provider of Dynamic Case Management solutions – be that complaint, feedback, incident, membership, or other case management applications. Resolve is a flexible and powerful application that has captured the attention of a wide user base including utilities, FMCG, automotive, health and transport industries, and is used as core business system by numerous Government Departments and Ombudsman’s Offices across Australia, New Zealand and abroad. Resolve has a single purpose to deliver flexible solutions that meet its customers’ requirements.