Road Accident Fund (RAF): Case Study

The Forum (as an outsourced service provider) has since 1998 provided the dispute management service to the RAF Arbitration Project in the Western Cape. To date about 40,000 RAF claims have been processed.

The RAF undertook an independently audited study into the results of the pilot project. This study indicated that approximately 75% of the cases referred to the Forum are settled, rather than litigated. Furthermore, the study indicated that where matters actually progressed to a hearing, the matters were finalised in 25% of the time it would have taken, had they been processed through the legacy systems. The RAF calculates that these improvements will result in a reduction of more than 35% in its annual legal costs. The improvement in terms of service delivery to claimants is self-evident.

The Forum is therefore able to demonstrate in practice that managed dispute processes offers substantial benefits and generate measurable savings. Given the success of this project, the Forum is also established a trusted and dynamic new relationship with the practicing legal fraternity who have had the opportunity to generate new revenues as adjudicators, as well as enjoying the support of an efficient and pro-active managed environment. Approximately 105 attorneys firms have participated in the RAF project.