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: