Compliance/Case and Customer Records Management Solution
Tender ID: 587968
Tender Details
Tender Description
This Tender is invited by the Issuer.
Key problem/s
The eSafety Commissioner engages in a range of case management and investigations activities in order to fulfil our legislative requirements. The agency is seeking to modernize and consolidate its case management and customer records capabilities as part of a broader Regulatory Technology Transformation Program (RTTP). The current systems are fragmented, manual in parts, and not fit-for-purpose in managing the full lifecycle of regulatory activities, including:
- Public complaints
- Regulatory investigations
- Stakeholder communication
- Evidence and document handling
- Compliance outcomes and enforcement actions
| User Type | Number | Needs |
| Investigators | ~25-100 | Manage and progress regulatory cases, access, collect, and link evidence, record findings and decisions, and communicate with various internal and external parties, including other regulator providers and the public. |
| Administrators | ~5-19 | Intake public complaints/enquiries, manage workflows, assign cases, and support reporting. |
| Data & Compliance Analysts | Variable | Track trends in case types, assess timeliness and outcomes, and contribute to regulatory reporting and policy insights. |
| Agency Leadership | N/A | Require executive-level visibility of case volumes, time to resolution, and regulatory effectiveness. |
External Stakeholders
- Public: Lodge complaints, enquiries, or supporting evidence through a secure and accessible channel and ongoing communication.
- Regulated Entities (~150): Respond to agency communications, provide documentation, and track their regulatory history and status.
Users require:
- End-to-end digital case management
- Evidence capture and secure storage
- Capturing digital evidence of compliance (both automatic and manual) and the secure storage of this evidence
- Including all common digital file types across images, videos, and documents.
- Communications history
- Role-based access and record segregation
- Reporting and dashboarding tools
- A comprehensive view of each stakeholder’s compliance and engagement history.
Technical/business constraints
High-level Constraints:
- Business processes (SOPs, workflows, policies) are not well defined and tend to shift with the change in our legislative remit.
- We are a small organization with limited resources, meaning the solutions proposed need to be as ‘out of the box’ as possible, and manageable for a small operational team to support and maintain long term. Customization and scalable features must be available to meet our requirements; however, we need to avoid bespoke, highly customized solutions.
Technical Constraints
- Cloud-preferred deployment (e.g. Azure), with IRAP-ready environments or appropriate security certification.
- If the proposed solution is self-managed (i.e. not a SaaS solution), it must be hosted in our existing Azure tenancy.
- Must support interoperability with Microsoft environments (e.g. Dynamics 365, Power Platform, Outlook, SharePoint). We have a strong investment in the Microsoft eco-system, so all proposed solutions need to consider the use of interoperability/integration.
- Support for structured and unstructured data capture (e.g. case notes, documents, emails, attachments).
- Secure, auditable role-based access and permissions.
Business Constraints
- Must comply with the agency’s privacy, records management, and data retention obligations under applicable legislation and policies.
- The agency operates in a regulated, high-scrutiny public environment, so transparency, auditability, and traceability of decisions are essential.
-A preference for modular, scalable solutions that can support future growth, additional regulatory functions, or integration with other systems.
- The scale of how many users and how many records will be required is unclear, so proposed solutions much be scalable in terms of footprint, performance, and functionality.
- Budget and procurement constraints may require phased implementation and/or subscription licensing models.
Response format
- References
- Relevant case study
- Presentation
- Prototype