
South Australian Employment Tribunal
Managing the behavioural change associated with a new case management system




COTA SA | The Plug-in

Mercedes College

Managing the behavioural change associated with a new case management system
The South Australian Employment Tribunal (SAET) is the adjudicating body for all employment-related disputes in South Australia. It is one of the state’s busiest courts.
In 2019 SAET was introducing a new electronic case management system to modernise and streamline its predominantly paper-based operations, in line with other jurisdictions interstate and overseas.
The new system was set to change the way the legal profession and their clients would interact with the Tribunal and needed to be introduced carefully to encourage SAET users to begin lodging applications online.
We developed a stakeholder communications program explaining what was changing. It focused on helping people understand why SAET needed to modernise and what users needed to start doing differently.
Our work included:
After the website updates went live and collaterals were placed in SAET’s public areas and the email newsletters were issued, the changes were widely accepted by SAET users.
The email newsletter program performed above industry averages, generating an average open rate of 34% within 24 hours of being sent, compared to the industry average of 28.77%, with a 6% click through rate to the SAET website, compared to the industry average of 3.99%.
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Head Office
Upstairs 200 The Parade,
Norwood SA 5067
Get in touch
Telephone +61 8 8331 1444hello@communikate.net.au
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