Case Study: Office of the Ombudsman Tasmania achieves streamlined, secure cross‑jurisdiction complaint handling and performance reporting with Resolve Software Group

Office of the Ombudsman Tasmania - Customer Case Study

The Office of the Ombudsman Tasmania handles complaints across three jurisdictions (Ombudsman, Health Complaints Commissioner and Energy Ombudsman) and needed a way to track and monitor inquiries from a shared reception, route cases to the correct jurisdiction, protect sensitive conciliation information, split multi-issue cases, and measure timeliness and performance across workflows.

Resolve was configured to act as three virtual systems in one database using a security model and workflow that routes cases, auto-generates complaint forms, flags priority “watching” cases, enables case-splitting, restricts conciliation visibility to senior staff, and records stage timings for reporting. The result was streamlined intake and routing, improved confidentiality and senior-staff oversight, flexible case management, and reliable performance measurement.

Office of the Ombudsman Tasmania