Exco Partners is a leading Australian consulting and digital services firm, recognised for its expertise in delivering transformative change across government and enterprise. With a reputation for disciplined delivery, human-centred design, and engineering innovation, Exco Partners helps organisations navigate complex digital transformations with confidence and impact.

In partnership, Exco Partners and the Fair Work Commission (FWC) led the design and delivery of the Customer Service Portal, an ambitious initiative that reimagines how Australians access workplace justice. As Australia’s national workplace relations tribunal, the FWC manages over 33,000 applications and 20,000 conciliations annually. Prior to this transformation, its service delivery was constrained by manual, spreadsheet-based processes, fragmented user experiences, and limited data visibility. These challenges created delays, increased administrative burden, and undermined the FWC’s strategic ambition to “Start Online, Stay Online.”

The Customer Service Portal initiative was the third and most public-facing phase of FWC’s broader digital transformation program. It followed the successful deployment of a proof-of-concept and a complex case management system, aiming to deliver a unified, accessible, and intelligent digital gateway for all users. The portal enables individuals and organisations to lodge applications, track progress, and access resources online, eliminating the need for phone calls or paperwork.

Exco Partners applied its proprietary CoreMethods™ delivery framework, combining pragmatic project management, agile software development, human-centred design, and lean change management. The initiative was structured into three phases: Discovery, Delivery, and Launch. During the Discovery Phase, extensive research and stakeholder engagement informed the design of intuitive and inclusive digital experiences. Agile sprints during delivery enabled iterative development, with continuous feedback from a dedicated Pilot group facilitated by the FWC business engagement team. The final phase ensured a smooth rollout, supported by real-time monitoring and user acceptance testing.

Execution was marked by close collaboration between multidisciplinary teams from Exco Partners and the FWC. Daily stand-ups, sprint showcases, and kanban tracking ensured transparency and alignment. The project charter and shared ways of working established clear success measures and communication protocols, enabling effective governance and delivery.

The outcomes of the initiative have been transformative. Case intake processing times have dropped from days to minutes, with 82% of end-user members reporting positive improvements and ease of use. The Unified Agent Interface has improved first-contact resolution and reduced context switching. Digital adoption has been incredibly positive, with most lodgements now occurring online. Workforce scheduling has been streamlined through self-service tools and automated overflow management. AI-powered case routing ensures faster and more accurate allocation, while advanced analytics provide real-time insights for informed decision-making.

To ensure continuity of legal documentation and compliance, the Customer Service Portal was designed to integrate seamlessly with the Commission’s CaseHQ legal matter records management system. This integration preserves the integrity of legal records, supports traceability across all case types, and aligns with the Commission’s statutory obligations. It reinforces the portal’s role not only as a digital gateway but also as a trusted platform for managing sensitive legal matters.

The Customer Service Portal is more than a technology upgrade; it represents a systemic shift in how Australians engage with workplace justice. It sets a new benchmark for digital government service delivery, offering faster resolution, greater transparency, and an experience designed for the digital age. For millions of Australian workers and employers, the portal delivers confidence, convenience, and clarity in navigating workplace disputes.

For more information about Exco Partners, visit excopartners.com.