UPDATE: Project details updated during the EPSA 2025-26 edition.
Context
This project stemmed from an analysis of the agency’s operations. Internal meetings revealed a lack of public awareness regarding work abuse protections and lengthy processing times for class action lawsuits. Users also expressed dissatisfaction with limited filing options and a lack of progress updates. The agency addressed these concerns by conducting surveys, panel discussions and employee meetings. The data gathered highlighted the need for process automation.
Objectives
The project aimed to create a faster and more efficient dispute resolution system for both employees and employers. The initiative offered free, online case initiation and progress tracking. This digital transformation also aimed to increase agency productivity and improve overall user satisfaction.
Implementation
The project unfolded in stages. Following a needs assessment, the agency specified software requirements and selected a vendor. An internal team ensured clear communication with the developer throughout the iterative development process. Rigorous testing and prototyping were conducted before final commissioning. The project was funded entirely by the agency. Since the launch, continuous upgrades, driven by employee and external expert collaboration, have enhanced the system’s functionality and service quality. Notably, the project involved stakeholder participation, a rarity in public sector digital transformation initiatives.
Developments
Since the submission of the initial project application in 2023, the Agency has continued to systematically develop and institutionalise the procedure database and the SOS mobbing helpline as integral parts of its core operations. The project has evolved from a digital solution into a fully embedded organisational tool, supporting all procedures of peaceful settlement of labour disputes.
From an organisational perspective, the management of the procedure database and the register of conciliators and arbitrators is assigned to an existing dedicated position within the Agency. In line with internal procedures, all individual and collective labour dispute cases must be processed exclusively through the database, ensuring uniformity, transparency, and full traceability of procedures. No additional positions or organisational units were created, as the existing institutional capacity proved sufficient to support the project’s expansion.
Following the initial implementation, numerous functional upgrades were introduced in response to identified operational needs and continuous user feedback. Improvements are developed through a combination of forward-looking internal planning and ongoing monitoring of feedback from service users, conciliators, arbitrators, and employees, enabling additional adjustments to be introduced throughout the year. This approach ensures both continuity and flexibility in the further development of the system.
Several important functional enhancements were implemented after the initial application. The database now records whether employers involved in disputes belong to the public or private sector, enabling more precise statistical analysis. In collective labour disputes, the system captures the number of employees affected, which is particularly relevant in sectors such as education, where a single collective dispute may impact over 100 000 employees. These enhancements significantly improved analytical capacities and evidence-based reporting. In addition, a post-procedure evaluation mechanism was introduced, allowing parties to assess the performance of conciliators and arbitrators after the conclusion of proceedings. This functionality strengthens accountability, quality assurance, and continuous professional improvement. The Agency also expanded accessibility by translating its website into the languages of national minorities, thereby ensuring equal access to services. Furthermore, mobile applications were developed and launched on Google Play and the App Store. Through these applications, users can initiate procedures, consult the list of conciliators and arbitrators, submit questions to the Agency, and access key information. All upgrades, including mobile applications, were fully financed from the Agency’s own budget, demonstrating strong institutional ownership and long-term commitment.
All new functionalities were presented to conciliators and arbitrators through targeted training sessions, ensuring their effective use and smooth integration into daily practice.
Long-term impact
The project has generated significant and measurable long-term impact, fully aligned with its initial objectives of improving accessibility, efficiency, and quality of labour dispute resolution services. One of the most notable results is the reduction of documentation processing time by more than 60%, achieved through full digitalisation and automation of procedures.
The introduction of online initiation of procedures has fundamentally improved access to services. Currently, approximately 30% of all procedures are initiated online, with a continuous upward trend, indicating growing trust and acceptance among users. This shift has reduced administrative burdens for both citizens and the Agency, while enabling faster case handling.
The procedure database has become the central source of data for all Agency publications, reports, and analyses. Enhanced data collection enables precise statistical monitoring, comparative reporting, and informed decision-making. The ability to track the sectoral origin of employers and the number of employees affected by collective disputes has strengthened the Agency’s analytical role and its contribution to evidence-based public policy.
User-oriented improvements, including mobile applications and multilingual access, have increased inclusiveness and user satisfaction. The evaluation mechanism for conciliators and arbitrators provides continuous feedback and supports quality assurance.
Project effects are monitored on an ongoing basis through internal reporting and performance tracking, ensuring that results are continuously assessed against project objectives. Overall, the project has significantly increased institutional efficiency, user satisfaction, and transparency, while maintaining free-of-charge access for all beneficiaries.
Adjustment in the objectives
The core objectives of the project have remained unchanged since its inception; however, they have been further strengthened through continuous functional upgrades and expanded scope. Rather than reorienting the project, the Agency has focused on enhancing the existing tool to better serve citizens, employees, conciliators, and arbitrators.
The procedure database has evolved into a multifunctional platform supporting operational management, quality assurance, and analytical reporting. The added functionalities reflect a forward-looking approach aimed at further improving services for users and internal stakeholders alike.
The project demonstrates clear spillover potential, particularly in its applicability to other public administration bodies involved in dispute resolution and citizen-oriented services. The experience gained and lessons learned are relevant for institutions seeking to combine digital transformation with user-centred design, sustainability, and full institutional ownership.
The Agency continues to promote the project as a model of good practice and remains committed to its long-term development, supported by stable administrative capacity and full budgetary ownership.