Case Study: Labour Relations Commission
Based in Dublin, the Labour Relations Commission is an Irish statutory government body established in 1991 under the terms of the Industrial Relations Act, 1990.
In line with their 2002 strategic review, and following the objectives set out in their IT Strategy and Plan 2003-7, the Labour Relations Commission went out to tender for the Development of a Case Management System in January 2004
Project Objectives
The Labour Relations Commission needed to modernise their existing case and document management system and required an electronic solution to record all information regarding cases, clients and hearings. A flexible, cost-effective and proven system was sought driven forward by the Commission’s desire to comply with the requirements of the Freedom of Information Act.
“The objective of the Case Management System is to increase the overall effectiveness of the Commission’s work through improved workflow and case management, and to provide relevant and timely management information on the operation of its services.”
Request for Tender for the Development of a Case Management System, The Labour Relations Commission, January 2004
This project was the single largest ICT project undertaken in the Commission’s history and the decision to select Iken as their Case Management provider was not taken lightly. Iken was procured through a formal tender process and was one of three companies selected for shortlist.
After reference visits to local government departments (Slough and Spelthorne Borough Councils), Iken was formally selected in June 2004 to deliver an integrated case management, time recording and document management system to the Labour Relations Commission.
Functions of the Labour Relations Commission
- an industrial relations Conciliation Service
- an industrial relations Advisory Service
- a Rights Commissioner Service
- a Workplace Mediation Service
Post implementation (Autumn 2004), the Labour Relations Commission has benefited from the following Iken features and services:
- Advanced management reporting – ensuring the provision of important statistics for the Commission’s Annual Report
- Training and implementation using a skills transfer approach, allowing the Commission’s staff to standardise business procedures, freeing employees to focus on the core business of the Commission
- Legal process workflows – through the development of workflows, the Commission has been able to interpret the nature and extent of staff workloads which was previously undocumented
- Freedom of Information Act compliant
- Extensive data mapping and migration services
- Pre-configured documents and templates
- A manned support desk with named project contacts (no automated responses or call centres)
- Concurrent licence structure
- Membership of the Iken User Group
“The continuing high level of demand for our services means that the Labour Relations Commission needs a modern, flexible system to meet the needs of employers, trade unions and employees.
We selected Iken because of its proven track record, comprehensive functionality and ease of use. Iken’s integrated electronic case and document management solution will result in a more professional, efficient and modern service.” - Larry O’Grady, Project Manager
“The new Case Management System operated for its first full year in 2005 and has become central to the work of the Commission. It was in continuous daily use across the organisation since it went live ahead of schedule in November 2004. The system holds some 50,000 Commission records.” - Labour Relations Commission Annual Report, 2005
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