Case Study: Merit Protection Boards achieves automated, centralised appeals and grievance management with Resolve Software Group

Merit Protection Boards - Customer Case Study

The Merit Protection Boards (MPB) is an independent statutory body that hears appeals and grievances for Department of Education and Early Childhood Development employees (about 40,000 staff), handling roughly 200 matters a year plus a small number of disciplinary appeals. The MPB was managing cases in a Microsoft Access database with largely manual processes and informal, person-dependent knowledge, leaving them without a systemic way to manage grievance investigations.

In September 2010 the MPB implemented Resolve as a dedicated Grievances & Appeals Management solution. Resolve introduced automated workflows, letter generation, templates, a central case repository for documents and emails, and better categorisation and reporting (including integration with DEECD systems). The change delivered improved data visibility and security, reduced errors, faster reporting and greater staff efficiency, eliminating reliance on key individuals for case knowledge.

Merit Protection Boards

June Weir

Registrar