Case Study: Commonwealth Ombudsman achieves faster, consistent and legally compliant case handling with Resolve Software Group

Commonwealth Ombudsman - Customer Case Study

The Commonwealth Ombudsman is a federal agency of about 130 staff that handles more than 30,000 public approaches a year, mainly by phone, and must maintain 99.9% case‑management availability and strict legislative compliance. Before Resolve, separate state phone numbers and inconsistent data entry led to uneven case handling and limited ability to capture, route and track complaints reliably.

Implementing Resolve introduced a single contact number, guided workflows, automated reminders and template‑based document generation, enabling real‑time data capture, faster matching of cases to investigators and clearer adherence to mandatory processes. The result: faster, more consistent responses, easier reporting and workload management, improved identification of systemic issues, and enough flexibility to centralise the call centre mid‑project and plan broader rollout across other business applications.

Commonwealth Ombudsman

Commonwealth Ombudsman