Designing and managing digital case management system
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Designing and managing digital case management system
1–26 June 2026
The course is available in English
Introduction to the course
Labour disputes prevention and resolution institutions have recently been under an increasing pressure to increase their performance while operating in a context of accelerated budget pressure. The digitalization of their operation trough a digital case management system has proven useful to both increase the efficiency of their operation while reducing the cost associated with the management of disputes and accelerating labour justice. The design and management of digital case management system requires skills and knowledge that are critical for their operation. A badly designed and operated system may jeopardize the reputation and operation of the institution and stay in the way of effective labour justice.
Who attends this course?
The course is designed for:
- Officials from ministries of labour and related public agencies
- Staff from statutory labour disputes prevention and resolution agencies –
- Staff from non-statutory labour disputes prevention and resolution agencies –
- Representatives of employers' and workers' organizations.
What will I learn
- Building blocks of a CMS: Designing intuitive workflows for case intake, classification, tracking, and resolution.
- How workflows capture data for service evaluation (e.g., resolution times, backlog analysis, user satisfaction).
- Cloud-based CMS vs on-premises systems.
- Principles of transparency, accountability, and fairness in digital systems.
- Using CMS workflows as training tools for staff onboarding and capacity building.
- Embedding monitoring & evaluation (M&E) indicators into CMS design.
- Using CMS data for policy evaluation in the labour sector.
- Role of Artificial Intelligence:
- 𝘈𝑢𝘵𝑜𝘮𝑎𝘵𝑒𝘥 𝘤𝑎𝘴𝑒 𝑖𝘥𝑒𝘯𝑡𝘪𝑓𝘪𝑐𝘢𝑡𝘪𝑜𝘯,𝘤𝑙𝘢𝑠𝘴𝑖𝘧𝑖𝘤𝑎𝘵𝑖𝘰𝑛 & 𝑟𝘰𝑢𝘵𝑖𝘯𝑔.
- 𝘗𝑟𝘦𝑑𝘪𝑐𝘵𝑖𝘷𝑒 𝑎𝘯𝑎𝘭𝑦𝘵𝑖𝘤𝑠 𝑓𝘰𝑟 𝑑𝘪𝑠𝘱𝑢𝘵𝑒 𝑟𝘦𝑠𝘰𝑙𝘶𝑡𝘪𝑜𝘯 𝘵𝑖𝘮𝑒𝘴.
- 𝑃𝘳𝑒𝘥𝑖𝘤𝑡𝘪𝑣𝘦 𝘱𝑟𝘰𝑐𝘦𝑠𝘴𝑖𝘯𝑔 𝑓𝘰𝑟 ℎ𝘢𝑛𝘥𝑙𝘪𝑛𝘨 𝘶𝑛𝘴𝑡𝘳𝑢𝘤𝑡𝘶𝑟𝘦𝑑 𝑐𝘰𝑚𝘱𝑙𝘢𝑖𝘯𝑡𝘴/𝘥𝑖𝘴𝑝𝘶𝑡𝘦𝑠.
- 𝘈𝐼-𝑑𝘳𝑖𝘷𝑒𝘯 𝘤ℎ𝘢𝑡𝘣𝑜𝘵𝑠 𝑓𝘰𝑟 𝑢𝘴𝑒𝘳 𝘴𝑢𝘱𝑝𝘰𝑟𝘵.
What will I be able to do
- Understand the key challenges and risks in the use of digital technologies in digital case management systems
- Identify weak points of the systems and how to improve it
- Prioritise gaps for action
Format and Methodology
The course will consist of a total of 60 learning hours, divided as follows:
- Online Phase (15 hours): Online learning combining self-guided modules on the e-Campus platform with live sessions and expert presentations covering the foundational concepts behind digital governance.
- Residential Phase (40 hours): 5-day intensive training at the ITCILO in Turin providing a deep dive into the most pressing digital challenges, trends, and emerging technologies applied in social protection.
- Post-Course Assignment (5 hours): Individual work to develop an applied project combining the learning outcomes of the course.
Languages
The workshop will be conducted in English and participants are therefore expected to have a good command of the English language.
Why should I join?
- The Turin Centre is known for its innovative learning tools and methodologies and decades of international experience
- Learn from global experts and real-world case studies, benefitting from insights shared by leading practitioners and applying lessons from successful international experiences.
- Engage in hands-on learning: engaging sessions, case studies and exercises that bridge theory and practice.
- Successful participants receive an ITCILO Certificate of Achievement
Registration
The ILO promotes equality of opportunities and strongly encourages women’s applications.
To apply for this course, please click on the APPLY NOW button (on the top right corner of this page) and fill out the online form before the application deadline.
If your application is sponsored by your Institution, you will be required to attach a sponsorship letter, covering the course fees.
Applications will be reviewed through a standardized selection process. Successful candidates will be notified.
Accommodation and transportation
The total price of this training activity includes full board accommodation at the ITCILO campus, routine medical care, medical insurance, and use of computer and internet facilities. The listed prices do not include the cost of travel between the participant's home country and the course venue. Participants are responsible for holding a valid passport and obtaining the appropriate visa (Schengen). Listed prices do not include the costs of passports, visas, and airport taxes.
Payment and withdrawal
Payment can be processed by bank transfer or credit card through an electronic payment link. The total price of this training activity must be paid in advance by the participant or his/her sponsoring organization.
If an enrolled participant wishes or must withdraw from a course, they must notify the Centre, in writing, of their decision at least 14 days prior to the start date of the course. Cancellation of participation in regular courses will result in penalties. For more details on this matter, please check our payment and cancellation policy webpage.
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