The problem
ICRA delivers dispute resolution services to ACC. Work like that runs on cases: each one has parties, inputs, deadlines, documents and decisions, and everyone involved needs to see the right things at the right time. Reporting has to be accurate because it goes to a Crown entity. Off-the-shelf case management tools were not a fit for the process, so ICRA needed a platform built around the way its dispute resolution service actually runs. For business advantage reasons, ICRA and Applicable keep the detail of that process private, and this page respects that.
What we built
A completely custom cloud software platform for dispute resolution. At a high level it takes in case information from the parties involved, gives each type of user visibility of what they are entitled to see, and produces the reporting ICRA needs for its own management and for ACC. Applicable's own description of the project is honest about the scale: building it was one of the most challenging journeys the company has been on. It was scoped, built and tested with ICRA's own users, then launched in mid 2019.
The result
The platform went live in mid 2019 and has been in production since, with Applicable continuing to add to it and maintain it. For a system that a professional service depends on every day, that is the result that matters: it launched, it has stayed up, and it has kept changing with the organisation instead of being replaced. The old site published no case volumes or performance figures, so none are claimed here.
Key takeaways
- Applicable built ICRA's fully custom dispute resolution software platform, live since mid 2019.
- The platform manages case inputs, visibility and reporting for dispute resolution services delivered to ACC.
- Applicable continues to maintain and extend the platform as ICRA's ongoing development partner.
