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:

  1. Improve workflow efficiency.
  2. Streamline processes.
  3. Enhance reporting and analytics capabilities.
  4. 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. 

Results

APC engaged Combined Management Consultants (CMC) to conduct this review. CMC’s responsibilities included:

  1. Assessing the evaluation process.
  2. Reviewing Resolve’s proposal and associated costs.
  3. Examining the Software License Agreement.

CMC’s primary objective was to identify potential risks and areas of concern, compiling their findings into a report for the Audit Committee.

Additionally, CMC provided consulting support during commercial and legal negotiations with Resolve.

By engaging CMC for this independent review, APC ensured a thorough vetting of their chosen CMS solution. This process helped validate the evaluation team’s decision and provided the Audit Committee with the necessary assurance to proceed with the implementation of Resolve CMS.

The Australian Press Council retained CMC to assist with an independent software review and project governance as the organisation rolled out a 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 DirectorAustralian Press Council