Published on 6 Oct 2025

Evaluation of County Court of Victoria's Targeted Case Management initiative

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Linda Gyorki Director Consulting (AU) Contact me
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Marnie Carter Evaluation Lead Contact me

Allen + Clarke evaluated the County Court's Targeted Case Management initiatives to assess implementation quality and impact following COVID-19 disruptions. Using a developmental evaluation approach with three cycles of evidence gathering, we provided real-time feedback that identified early success in reducing delays and increasing court efficiency. Our evaluation evidence directly informed the program's continuation and expansion across Court Services Victoria.

Key Takeaways:

  • Our collaborative evaluation approach revealed measurable improvements in court efficiency while identifying specific enhancements to resourcing and delivery processes.

  • We leveraged four years of Active Case Management reform knowledge to provide context-rich insights and practical recommendations.

  • Our evidence-based findings provided the foundation for expanding successful case management practices across Court Services Victoria.
Our collaborative approach ensured recommendations were both evidence-based and practically implementable, helping the Court translate evaluation insights into tangible system improvements.

Evaluation of Targeted Case Management Initiatives

The County Court of Victoria faced significant operational challenges during the COVID-19 pandemic, prompting implementation of innovative Targeted Case Management (TCM) initiatives. Building on our previous evaluation work, the Court engaged Allen + Clarke to assess these initiatives, measure stakeholder impact, and identify opportunities for improvement.

Our team recognised that traditional evaluation approaches wouldn't meet the Court's need for timely, practical guidance during ongoing implementation. Instead, we developed a responsive methodology that created a collaborative learning environment focused on real-time improvement rather than end-point assessment.

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Our Approach

We implemented a developmental evaluation approach that positioned our team alongside Court officials and stakeholders throughout the process. This collaborative stance allowed us to provide immediate feedback that informed decision-making during implementation rather than after completion. By working as partners rather than external assessors, we built trust that enhanced data quality and stakeholder engagement.

Our methodology combined quantitative performance metrics with rich qualitative insights to build a comprehensive understanding of TCM effectiveness:

  • Three structured cycles of evidence gathering and analysis - creating feedback loops that informed continuous improvement. 

  • Multi-method data collection - integrating interviews, e-diaries, surveys and administrative court data to validate findings. 

  • Deep stakeholder engagement - capturing diverse perspectives from Court staff and external stakeholders to identify improvement opportunities. 

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TCM initiatives were reducing delays and increasing efficiency

Our analysis revealed early success indicators showing TCM initiatives were effectively reducing delays and increasing system efficiency. We identified specific strengths in the current approach while pinpointing practical enhancement opportunities. Our recommendations supported continuing Early Case Management with targeted modifications to resourcing and delivery processes that would strengthen both current operations and future initiatives.

The evaluation delivered significant value by helping the Court understand both the effectiveness of their pandemic response and opportunities for system-wide improvement. We contributed substantial knowledge of Active Case Management reforms developed through our four-year engagement with court improvement initiatives, providing context that enhanced the relevance and practicality of our recommendations.

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This project demonstrates how well-designed evaluation can drive meaningful change when it combines methodological rigour with a deep understanding of operational context and stakeholder needs.

Our Findings

The evaluation's findings directly informed the continuation and expansion of TCM initiatives across Court Services Victoria, creating lasting improvements to case management practices. By enhancing system efficiency, these changes improved access to justice for court users, reduced workload pressures on legal stakeholders, and strengthened public confidence in the Victorian court system.

Our Final Evaluation Report delivered three key benefits to the Court: 

  • Clear evidence of effectiveness - demonstrating measurable improvements in court efficiency and stakeholder satisfaction through robust data analysis. 

  • Practical improvement roadmap - identifying specific, actionable changes to enhance case management processes and resource allocation. 

  • Strategic direction for system-wide enhancement - providing the evidence base needed to expand successful practices across Court Services Victoria. 

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Interconnected coloured pathways forming abstract network diagram