Merit Protection Boards (MPB) Victoria is the latest government department to start using Melbourne software developer Resolve’s customer management offerings.
Resolve provides software to handle information such as case management, incident management and complaints.
It currently has implementations with the Victorian departments of Justice, Transport and Innovation. Resolve is also present in all seven Australian Ombudsman departments.
The MPB hears appeals and grievances for employees of the state’s Department of Education and Early Childhood Development and associated agencies.
It previously used a Microsoft Access database to handle this data.
Resolve chairman and founder, Ross Allardyce, says MPB switched from Access as the database didn’t offer the capability and tools that the department needed.
“Data was also getting lost and it needed to have robust software to prevent this,” he said.
According to Allardyce, the Resolve system will provide automatic letter generation, better reporting capabilities, and the use of workflow to keep track of cases handled.
He added that 80 per cent of its business comes from the public sector and it wants to expand this by offering freedom of information compliance software.
"Freedom of information is a big issue for government departments and we think this software will meet their needs," he said.