Background

The Australian Press Council was established in 1976 and is responsible for promoting good standards of media practice, community access to information of public interest, and freedom of expression through the media. The Press Council is also the principal body with responsibility for responding to complaints about Australian newspapers, magazines and associated digital outlets.

Business Challenge

APC were using multiple IT systems to capture and classify complaints. The process was quite manual and time consuming. The organisation required a specialist application for case management that would provide improved workflow, streamlined processes, better reporting and analytics. APC also required a more stable platform capable of accommodating sustained and long term future growth.  APC went to the market to find a solution to help them manage, track and report on how they manage and resolve complaints and queries aimed at media organisations in Australia. They decided on a system called Resolve as this met the specific needs of the organisation and was assessed to be a reliable and functionally advanced solution. The Audit Committee required an independent QA Review of the decision that was made by the evaluation team.

Results

CMC was engaged by APC to review the evaluation and selection process, the proposal (including costs) and the Software Licence Agreement from Resolve – the preferred solution vendor. The aim was to identify any risks or areas of concern with a view to providing a report to the Audit Committee.  CMC also provided consulting support for the commercial and legal negotiations.

"The Australian Press Council retained CMC to assist with software evaluation and project governance as the organisation rolled out a major new Complaints Management System. The expertise and assistance provided by CMC was excellent and helped to ensure that the introduction of the new software proceeded without any of the major difficulties and delays that so often accompany such projects. CMC’s staff were a pleasure to deal with."

John Pender - Executive Director

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