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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