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The CIArb goes faster with Pilgrim Systems

· Parties involved in disputes benefit from improved customer service as the new system will 'allow people to focus on people'
· Efficiency expected to increase by 35 percent through automation as less time is spent on routine, repetitive and time-consuming tasks

November XX, 2003 - The Chartered Institute of Arbitrators (CIArb) is automating its Alternative Dispute Resolution (ADR) process to increase efficiency and provide an even faster service to its users. The new Dispute Resolution Service (DRS) software system will improve the case management process while enhancing the CIArb's ability to provide online services and support to its UK and overseas customers.

Pilgrim Systems, in partnership with Oxford Law and Computing Limited, are tailoring its IntelliCentre software to meet the CIArb's specific needs as an ADR provider. The CIArb will use the case management functionality but is specifying new features to accommodate the greater flexibility needed for an ADR tool. IntelliCentre was originally developed as a powerful, independent stand-alone case management/workflow system for the legal industry and was part of the LawSoft suite of Practice Management Software. The project, worth over £100,000, begins this month and is due for completion in March 2004.

Allan Connarty, CIArb director of operations said: "The existing IT system, which was developed internally, requires too much manual intervention and does not provide the level of customer service that we would like to offer. The new system will streamline existing working practices and increase efficiencies through automation. All parties involved can now reduce time spent on routine, repetitive and time-consuming tasks - making dispute resolution even faster than before. It will also allow people to focus on people and leave the administrative tasks to the technology. We expect a 35% efficiency gain which will be purely devoted to clients".

Connarty continued: "The new system will enhance the value that our customers and consumers will obtain from using ADR to resolve their disputes privately, without the delays and cost disadvantages of going to court."

The IntelliCentre system is a web-based tool with integrated security features. It will provide improved support to the Institute's existing strengths in Online Dispute Resolution (ODR), with enhanced utilities for its customers and dispute resolvers. All routine administrative tasks will be completed by the system including all correspondence and time prompts for deadlines. The Dispute Resolution Service is integrated into a number of internal systems and will include automated links to the dispute resolver's systems, where individuals can post new claims and make initial queries. The new service will also accommodate online payments.

The online service for customers and dispute resolvers will initially be available for schemes run for ABTA, the mediation of personal injury and illness disputes involving the travel industry, UK and international commercial disputes and consumer disputes involving building surveyors as well as for general enquiries / complaints monitoring. It will eventually be applied to over 100 of the CIArb's dispute resolution schemes.

Martin Siddle, divisional manager, Pilgrim Systems said: "This is a major contract for Pilgrim Systems as it demonstrates the functionality of IntelliCentre. While a highly automated implementation, the system is flexible enough to be tailored for the Institute's specific requirements as ADR providers".

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The CIArb goes faster with Pilgrim Systems

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