Case Study: Ombudsman South Australia achieves reliable, automated case management and greater autonomy with Resolve Software Group

Ombudsman South Australia - Customer Case Study

The South Australian Ombudsman is an independent oversight body of about 15 staff that handles roughly 4,000 approaches a year (around two‑thirds becoming active investigations). Their core challenge was replacing a mission‑critical case management system with a solution that could deliver 99.9% uptime, support access for all staff, adapt to changing legislation and processes, and be deployed and maintained in an IT environment where the Attorney‑General’s Department would support and share the application across multiple agencies.

Resolve implemented a common database configuration platform that allows agency‑specific customisation on a single, stable development base. The new system standardised workflows and correspondence, improved data integrity with structured forms for better reporting, enabled staff to track and manage workloads more accurately, and included training so the Attorney‑General’s Department can configure and maintain the system—providing a reliable, flexible platform for future growth.

Ombudsman South Australia