Case Study: Australian Department of Immigration and Border Protection achieves streamlined FOI management and real-time reporting with Resolve Software Group

Australian Department of Immigration and Border Protection - Customer Case Study

The Australian Government Department of Immigration and Border Protection (DIBP) needed to centralize and streamline handling of Freedom of Information (FOI) requests—about 8,000 a year—processed by roughly 70 staff across Melbourne, Parramatta and Canberra. The existing mix of Excel spreadsheets and Access databases made tracking access and amendment requests inefficient and inconsistent across offices.

Resolve implemented a dynamic case management configuration with standardized templates, automated workflows and sub-case file workflows, nightly staff-directory updates from the mainframe, per-case time tracking and live reporting. The solution improved visibility and stage tracking across offices, enforced completion of related file work before closing requests, met government reporting requirements for time spent, and laid the groundwork for TRIM document-management integration.

Australian Department of Immigration and Border Protection