Case Study: Ambulance Service of NSW achieves streamlined case management, improved reporting and automated workflows with Resolve Software Group

Ambulance Service of NSW - Customer Case Study

The Ambulance Service of New South Wales, one of the largest ambulance services in the world with 226 stations across the state, faced major public scrutiny in 2008 that led to a Legislative Council Inquiry and 45 recommendations around management, recruitment, occupational health and safety, and complaint handling. The Professional Standards and Conduct Unit (PSCU) was directed to focus on serious matters, delegate lower‑level issues, reduce delays and improve communication, tracking and reporting, but lacked formal processes, had limited resources and geographically dispersed users.

In November 2009 the Service implemented Resolve as its case management system for the PSCU, introducing standardized workflows, templates, secure document management with Word integration, and reporting tools that improved tracking and trend analysis. The solution sped up investigations and correspondence, provided consistent business processes, and was extended to the Death & Disability and Health & Wellness units and other divisions—delivering better efficiency, reduced timelines and stronger oversight across the organisation.

Ambulance Service of NSW