The opportunity

What we need

Monash Health is inviting Expressions of Interest (EOI) from the market for an Enterprise Customer Relationship Management (CRM) platform that meets both the current and future needs of the organisation. This EOI marks the first stage of a multi-phase procurement process. The information gathered from the EOI will help define our business requirements and support the approval of the business case.

Upon completion of the EOI process, Monash Health plans to issue a Request for Tender (RFT) to a shortlist of suppliers in order to select the most suitable platform.

Please note, this procurement process is focused solely on selecting a CRM platform supplier. A separate tender process will be conducted to identify an implementation and support partner for the chosen CRM platform.

What’s important to us?

Monash Health is seeking a solution or platform to enhance the management of interactions with consumers, aiming to improve services and outcomes. Consumers may include patients, residents, clients, family members, and carers. Consumers can have ongoing and complex relationships from birth to end of life, moving in and out of services. An Enterprise Customer Relationship Management Platform is essential for achieving the following strategic priorities for Monash Health:

• Empower people to raise concerns about clinical care.
• Listen to and act on feedback from consumers, including consumer reported outcome measures.
• Better connect points of care through innovative, secure, and easy-to-use digital and automated tools.
• Partner with clinical networks and metropolitan and regional health services to improve access to safe, high quality specialist treatment and care.
• Improve the quality and consistency of consumer’s experiences of their care.

Additionally, the CRM will support Monash Health alignment to Victoria’s digital health roadmap by:

• Program of work 2: Promoting efficient, secure, and paper-light health care, particularly improving digital maturity in community health organisations
• Program of work 4: Facilitating virtual care and care closer to home
• Program of work 5: Increasing consumer access and engagement

Why should you bid?

This is a unique opportunity to be part of a significant important project for Monash Health.

We are Victoria’s largest health service located across south eastern Melbourne. Our vision is to provide better health for our community as an Australian leader in our field. We are unique in providing in one organisation primary, secondary and tertiary health services as well as university affiliated international research and teaching facilities.

We offer quality health care across the entire lifespan from pre-birth to palliative care, for all groups and stages of life, from prevention, early intervention and primary care to highly complex acute, aged, residential and mental health services.

Further information on Monash Health is available at www.monashhealth.org

Interested? What’s next?

Interested suppliers will need to register their details in Monash Health’s Zycus Source to Pay platform Zycus Supplier Network. 

Please register before the release of tender using this link: https://zsn.zycus.com/zsp/guest/genericRegister/MON708

Note that if you already have an account with Zycus for other clients/government departments, you will still need to register for a new a new account for Monash Health.

If you require additional support, please see the contact details below:

Zycus Technical Support contact (for any system or technical issues): please email to tech-support@zycus.com or phone 1800 442 793 

Monash Health Procurement Team – for any issues which are not able to be resolved through Zycus Technical Support, please email to: Suppliers_S2PSupport@monashhealth.org