Case Study:
Employee Labor Relations

The Challenge

A local city government’s Employee Labor Relations (ELR) team was managing cases using a commercially available cloud-based tool. While the tool allowed them to complete their job, there were significant challenges to using it, including:

  • High Licensing Cost. Each seat costs the government over $15K per year.
  • Limited Visibility. The reporting feature of the existing tool required the individual licensed user to create reports and export them for management, adding workload to the ELR team.
  • Limited Flexibility. The existing tool was basic with no ability to customize it for the needs of the team.

The HR leadership team wanted a unified case management system that could:

  • Centralize all labor relations case data.
  • Provide workflow automation for follow-ups and escalations.
  • Offer real-time analytics on case volume, resolution time, and trends, with management visibility.
  • Integrate seamlessly with Microsoft 365 for ease of use and security.
  • Inexpensive reoccurring licensing cost.

The Solution

Tilt Development built a custom Power App leveraging the Microsoft Power Platform ecosystem, with each component designed for scalability and automation.

Power Apps – The Case Management Interface

A model-driven Power App was developed to serve as the main case entry and management portal.

Key features included:

  • Structured forms for capturing case details including the tasks, parties involved, interviews, notes, attachments, related cases, and the final outcome.
  • Role-based access control to ensure HR confidentiality.
  • Case status tracking with visual indicators (Open, Under Review, Closed).
  • Integration with Dataverse for secure data storage and audit logging.

Power Automate – Process Automation

Power Automate was used to remove manual administrative steps by:

  • Sending automated notifications and task reminders for pending actions.
  • Routing cases to the appropriate HR partners or managers based on case type.
  • Generating templated documents and storing them in SharePoint for audit compliance.
  • Triggering escalation workflows for overdue cases.

These automations significantly reduced administrative time and improved adherence to internal response timelines.

Power BI – Reporting and Insights

To give leadership a real-time view of performance, Tilt Development created an interactive Power BI dashboard.

Highlights included:

  • Case volume by category, department, and region.
  • Average time to resolution and open case aging reports.
  • Compliance tracking for case handling standards.
  • Drill-down capabilities to review individual case histories.

Dashboards were embedded directly within Teams and the Power App interface, ensuring that HR leaders and executives had instant access to key insights.

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