Developing effective digital case management systems for labour dispute prevention and resolution institutions : lessons learned from the ILO 2025 South-South and Triangular Cooperation workshop on digital case management systems

This working paper presents insights and lessons learned from the ILO's 2025 South-South and Triangular Cooperation (SSTC) workshop on digital case management systems. Convened in Bangkok, the workshop gathered representatives from South Asia, South-East Asia, and Southern Africa to address the persistent challenges of manual, paper-based labour dispute management systems, particularly inefficiencies and barriers to access to justice. Through a comparative analysis of digital case management systems from Australia, South Africa, the United Kingdom, and the Philippines, participants explored key design principles, technological options, and change management strategies necessary for successful digitalisation. Emphasis was placed on building user-centred, flexible, secure, and AI-supported systems while ensuring human-centric decision-making and data protection. The workshop concluded with several countries committing to develop digital workflows and establishing regional platforms to support ongoing peer learning and technical collaboration, contributing to enhanced labour dispute resolution effectiveness and access to labour justice.