Acas PCC Conciliation: Resolving Disputes Quickly

ADR in practice: Pre-Claim Conciliation – 2 years on Barbara Davey Senior Research Officer Research and Evaluation Acas Effective Conflict Management Seminar 8 March 2011

Outline of presentation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Acas response: Pre-Claim Conciliation ,[object Object],[object Object],[object Object],[object Object],[object Object]

PRE-CLAIM CONCILIATION – things don’t have to get ugly!

PCC – Objectives ,[object Object],[object Object],[object Object]

Pre-claim conciliation How does it work?

PCC – how does it work? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PCC – how does it work? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pre-claim conciliation Monitoring take up and outcomes

What is the take-up? ,[object Object],[object Object],[object Object],[object Object]

How many are resolved? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Reduce ET claims? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pre-claim conciliation: evaluating effectiveness

Evaluation criteria ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Easily accessible? workplaces ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Easily accessible? employees ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Easily accessible? type of dispute ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Informal? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Speedy? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Inexpensive? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pre-claim conciliation Customer perceptions

Customer satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Why employers decline PCC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pre-claim conciliation Customer experience Summary

Summary ,[object Object],[object Object],[object Object],[object Object]

Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pre-claim conciliation Any questions?..... Any questions?

Pre-claim conciliation Customer experience Overcoming challenges: the conciliator story

Conciliator story : Focus groups ,[object Object],[object Object],[object Object]

Absence of initial paperwork ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Absence of initial paperwork ,[object Object],[object Object],[object Object],[object Object]

Cold calling employers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Cold calling employers ,[object Object],[object Object],[object Object],[object Object],[object Object]

Cold calling employers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PCC Outcomes ,[object Object],[object Object],[object Object]

And finally…. ,[object Object]

Sources: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Acas PCC Conciliation: Resolving Disputes Quickly

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