Background
The Australian Press Council (APC) was established in 1976. APC promotes 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 responding to complaints about Australian newspapers, magazines and associated digital outlets.
APC required an Independent Software Review for their evaluation of a new Complaints Management System (CMS).
Business Challenge
The Australian Press Council (APC) faced challenges with its complaint management process, which relied on multiple IT systems and manual procedures. This inefficient system hindered their ability to effectively handle and analyze complaints against media organisations in Australia.
To address these issues, APC sought a new Case Management System (CMS) that would:
- Improve workflow efficiency.
- Streamline processes.
- Enhance reporting and analytics capabilities.
- Provide a stable platform for future growth.
After evaluating several options, APC’s evaluation team selected Resolve CMS as their preferred solution. They deemed Resolve a reliable and functionally advanced system capable of meeting their needs.
However, the Audit Committee required an independent review of this decision.