Designing and managing digital case management system
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Designing and managing digital case management system
1–26 juin 2026
Le cours est disponible en English
Présentation du cours
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.
Groupes cibles
This course is designed for officials from ministries of labour and related public agencies, as well as staff from both statutory and non-statutory labour dispute prevention and resolution agencies. It is also intended for representatives of employers' and workers' organizations who are involved in the management or oversight of labour dispute processes.
Why take this course?
Across the world, labour dispute institutions are undergoing rapid digital transformation. Leaders and practitioners must ensure that technology improves — rather than complicates — access to justice.
This course helps participants:
- Navigate the challenges of digitalization in labour justice systems
- Align technology with fairness, accountability and institutional integrity
- Make informed decisions when designing or upgrading digital systems
- Use digital tools and data to strengthen policy, performance, and service delivery
Words from the expert
The Designing and Managing Digital Case Management Systems course is a must for institutions seeking to modernise and improve performance under growing resource pressures. It clearly demonstrates how the right digital system can boost efficiency, reduce costs, and accelerate labour justice — while protecting institutional credibility.
An essential course for leaders and practitioners ready to transform dispute resolution through smart, effective digitalisation.
Nersan Govender
Executive Director: Legal Resources Centre | Former GM: Operations, CCMA (South Africa)
Objectives
After completing the course, participants will be able to:
- Understand key principles behind effective digital case management systems
- Identify risks and governance challenges linked to digital technologies
- Design workflows that improve efficiency and transparency
- Use CMS data for monitoring, evaluation, and policy development
- Prioritize institutional gaps and define practical modernization actions
Content
The programme combines conceptual learning, practical tools, and applied institutional analysis across four main areas.
1. Foundations of Digital Case Management Systems
- Building blocks of CMS design
- Case intake, classification, tracking and resolution workflows
- Cloud-based vs on-premises systems
- Transparency, accountability and fairness in digital environments
2. Data, Monitoring and Institutional Performance
- Capturing operational data through workflows
- Resolution time analysis and backlog monitoring
- Embedding monitoring and evaluation indicators
- Using CMS data for labour policy evaluation
3. Artificial Intelligence and Emerging Technologies
- Automated case identification, classification and routing
- Predictive analytics for dispute resolution timelines
- Processing unstructured complaints and disputes
- AI-driven chatbots for user support
4. Operational and Institutional Capacity
- CMS workflows as staff training tools
- Strengthening onboarding and institutional learning
- Identifying system weaknesses and improvement priorities
- Managing digital transformation risks
Format and Methodology
The course includes 60 learning hours delivered through a blended learning approach:
Online Phase (15 hours)
Self-guided modules on the e-Campus platform combined with live expert sessions introducing digital governance concepts.
Residential Phase (40 hours)
Five-day intensive training at the ITCILO campus in Turin focused on real-world challenges, innovation trends and practical applications.
Post-Course Assignment (5 hours)
Individual applied project integrating course learning into participants’ institutional contexts.
Language
The workshop will be conducted in English and participants are therefore expected to have a good command of the English language.
Registration and practical information
To apply, click “Apply Now” and complete the online form before the application deadline. Sponsored applicants must include a sponsorship letter covering course fees.
The course fee includes full board accommodation at the ITCILO campus, routine medical care, medical insurance, and internet access. Travel costs, passport and visa fees, and airport taxes are not included.
Participants must notify the Centre at least 14 days before the course start date if they wish to withdraw. Please consult the ITCILO Payment and Cancellation Policy for detailed information.
Start learning about this topic
Begin your journey by exploring key publications on digital case management in labour dispute resolution, including Access to labour justice for all: Prevention and resolution of labour disputes (ILO, 2025) and Developing effective digital case management systems for labour dispute prevention and resolution institutions (ILO, 2025).
Expand your understanding of labour dispute prevention and resolution frameworks with the International Labour Organization’s dedicated resources: Labour Dispute Prevention and Resolution – ILO
Extend your skills
To deepen your knowledge and practical skills in labour dispute resolution, you can explore the ITCILO course Global Conversation on Access to Labour Justice, where participants engage with strategies and best practices to strengthen labour justice systems worldwide. You may also take the Social Dialogue and Industrial Relations Self-Guided Induction Course for a structured, self-paced introduction to social dialogue, industrial relations, and workplace collaboration. For a complete learning journey, explore all ITCILO courses on Social Dialogue and Labour Relations:
