South Australian Employment Tribunal

Managing the behavioural change associated with a new case management system

Sector: Government
  • Branding and Design
  • Stakeholder Communications
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The Challenge

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.

Our Approach

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:

  • Creating a graphical device and name to ‘brand’ the changes
  • Developing key messages to underpin clear and consistent communications about the changes, the benefits to SAET and its users, and what users need to do
  • Using the SAET website as the central hub of information, ensuring visitors were alerted to the changes at all key entry points to the site
  • Creating engaging content to be used across the SAET website, email newsletter, front of house collateral and SAET staff email signatures
  • Underpinning all communications with a direction to the online information hub

The Outcome

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%.

South Australian Employment Tribunal booklets laid out on a table designed by communikate
South Australian Employment Tribunal website home page designed by communikate shown inside an Apple Mac screen
South Australian Employment Tribunal poster designed by communikate

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What our clients have to say

The South Australian Museum worked with communikate on a SA Tourism Award submission. The submission is a huge task with many moving parts and communikate helped bring it all together seamlessly. Always a pleasure working with CK!

Ashleigh Glynn
Communications Lead, SA Museum

We have really enjoyed partnering with communikate on some key projects and appreciate their responsiveness and the quality of service they provide. communikate’s ability to be agile and quickly act on changes to strategy has been impressive and has resulted in us being confident in the fact that they keep the best interests of our campaign front of mind. The level of detail they provide in their reports has ensured we’re able to learn from our hits and misses and adapt our future strategies accordingly.

Daniel Stevens
Marketing & Communications Team Leader, City of Adelaide

Bec, Henry and the team understood our brand from the get go and it showed from concept to delivery. During an intensely busy time for our team, they worked seamlessly with us to develop and manage an integrated campaign... The results were outstanding and put the hotel in an excellent position to launch into a competitive market, with strong occupancy experienced. We really value our partnership.

Chris Curran
Director of Hotel Openings & Operations, Pro-invest Hotels Group

communikate were initially engaged to assist in rebranding and marketing. I was most impressed with the way they listened, interpreted our ideas and turned them into something the whole community took pride in…. Their strategy helped us to achieve strong enrolment numbers… I would highly recommend them if you are looking for a professional, innovative, talented and highly relational marketing (and more) agency.

Peter Daw
Former Principal, Mercedes College

We have been hugely impressed with the way communikate et al have immersed themselves in learning our brand and respecting our approach. It felt like they just ‘got us’ from the start! It has been such a pleasure working with their professional, smart and dynamic team.

Jocelyn Marsland
Manager – Communications and Marketing, Emerging Minds: National Workforce Centre for Child Mental Health

We love the Daily Moves branding that communikate et al created. It is friendly, flexible for different applications, and our marketing collateral stands out from the rest. We have received a lot of compliments from participants and stakeholders who love it just as much as we do.

Alyssa Hill
Daily Moves Program Coordinator, City of Unley

communikate et al were an integral part of the King William Road upgrade team from the initial community consultation right through to completion. The brand they created fit the project perfectly. They took the time to understand the complexities and always delivered with strategic oversight, ensuring things were done with purpose and meaning. Having them on board was invaluable.

Akarra Klingberg
Former Coordinator Business and Economic Development, City of Unley

communikate et al has been our trusted partner for strategic communications and advice over a number of years. The team is always responsive and reliable, and the quality of work is first rate.

Anita Harvey
Head of Brand & Marketing, Partnered Health

communikate bring a valuable offering to project delivery mainly due to their industry experience in navigating through complex situations by providing balanced points of views with focused outcomes.

Mark Van Roekel
Capital Delivery Manager, Flinders Ports Holdings

Could not be happier with the team at communikate et al. They understand us, and that is reflected in the brand assets they crafted for our business. The positive feedback has been overwhelming.

James Kennett
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