Case Study: Energy and Water Ombudsman Queensland achieves real-time case management and accurate user-pays billing with Resolve Software Group

Energy and Water Ombudsman Queensland - Customer Case Study

Energy and Water Ombudsman Queensland (EWOQ) is an independent body that protects the rights of around 1.9 million small electricity, water and reticulated gas customers in Queensland and manages roughly 1,000 calls per month. EWOQ was using a legacy Lotus Notes case system (CAMS) that was non‑relational, hard to use, required manual note transcription, produced unreliable data for user‑pays billing and KPIs, and failed to meet usability, technical, compliance and governance requirements — prompting a review and decision to replace the system.

Resolve was procured to deliver a modern case management solution and went live on time and on budget in December 2009. The new system provides a relational database, real‑time data entry, time recording tied to billing, audit trails, Office integration and flexible ad‑hoc reporting. As a result investigators handle cases faster and more accurately, billing and reconciliation are reliable, staff can generate reports without specialist help, and EWOQ can more easily spot and address systemic issues.

Energy and Water Ombudsman Queensland