Our work with Acas

We were asked to automate the distribution of dispute cases and make the customer journey more efficient. Making these improvements would quickly allow Acas to refocus a proportion of their human resources on other areas which were experiencing a backlog; in their case, the area of the business which handles employment tribunals.

The Advisory, Conciliation and Arbitration Service are also better known as Acas. Although they receive government funding, they're an independent public body that provides free and impartial advice to employees and employers: supporting them with employment rights, best practice or policies and helping to resolve workplace disputes. They also offer paid for services such as mediation and training.

We worked with Acas to develop viable solutions which included implementing a rules based auto allocation tool as well as availability and capacity measures. These were all embedded into Microsoft Dynamics, Acas case management system. 

The service was provided within the Government Digital Services framework, using an agile approach. We carried out the following activities:

  • Assessed the as-is and designed the to-be service models
  • Optimised the case management system using proprietary tools/knowledge
  • Provided data analysis and cleansing activities
  • Supported internal staff by upskilling and training

Customer journey optimisation

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AI & automation

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Digital transformation

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