Case and Matter Management Solution

The Department of Education and Training (DET) has identified an opportunity to enhance and electronically enable business processes, which are fundamental to the effective and efficient provision of legal services, employee conduct advice and complaints management. As part of a broader Complaints Reform Program agenda in DET, it was recognised that there are likely synergies in the case management requirements of the DET Legal, Employee Conduct and Integrity and Assurance business areas and more broadly across other business areas of the Department that could benefit from an enterprise case management solution. As such the DET is looking for the market to provide, implement and support a consolidated enterprise case management solution, ideally a Commercial-Off-The Shelf (COTS) product or Cloud Software-as-a-Service (SaaS) offering that can meet its case management and related requirements with a minimum of customisation. DET is looking for the initial solution implementation to address the immediate requirements of the Legal, Employee Conduct and Integrity and Assurance business areas, however DET expects the solution to be sufficiently flexible to support the case management requirements of other DET business areas going forward. The key objectives of the solution implementation are to: Increase staff productivity and efficiencies by supporting staff in the provision of high quality and timely services. Increase the efficiency and accuracy of information associated with records management obligations. Provide a single source of truth to support information retrieval and accurate reporting Increase the visibility of matters across the Department. Support effective decision making through improved reporting capability. Contribute to the provision of consistent advice and services. Ensure compliance with relevant legislation. DET is seeking to gain a more detailed understanding of the vendor market and range of solutions that may be available. DET intends to use responses to this EOI to shortlist for future stages of this procurement.

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