An integrated Electronic Document and Records Management System (EDRMS) Solution

⁠⁠⁠Key problem/s

The current EDRMS used by NQSC is Open Text’s Content Manager (CM) which is on-prem and provided by another federal agency under a shared service model. NQSC does not own the software, licenses or infrastructure. CM is not High Availability (HA) currently.

– see CM details document for further information on current system and usage.

NQSC is in the process of implementing a new CRM (Salesforce) which, as Salesforce is not an EDRMS, will need to be integrated to one. The records in the legacy system that Salesforce is replacing will also need to be migrated into an EDRMS – currently approx. 8TB.

The current CM on-prem solution will not be suitable.

NQSC is looking to procure an EDRMS, preferably cloud based, which will be suitable to:

1. Integrate with the CRM currently being implemented. This is the primary focus.
2. Once this has been successfully configured, integrated with the cloud CRM and operationalized, migrate the BAU data from the current on-prem CM solution – see CM details document for further information on current system and usage.

The new EDRMS solution is expected to result in improved performance, together with enabling NQSC to more appropriately manage and configure the system to our own requirements. The solution is expected to be in two phases, with the initial focus being the integration of the CRM and the existing CM solution to be migrated after this.

The new EDRMS solution must have a valid IRAP assessment up to and including PROTECTED

The users and their needs

NQSC has approx 1100 staff members, all of whom have CM on their devices (primarily Dell Win11 laptops). CM is the approved EDRMS and most staff use it, some more so than others, and it holds records up to PROTECTED level. The current indexing is poorly configured and returning unexpected results, which is a significant concern in an EDRMS and is resulting in a lack of trust in the system with some users.

NQSC requires the new CRM to be integrated with an EDRMS and as the new CRM is cloud based with HA, a cloud-based solution would be preferable (phase 1), as well as being utilised for BAU EDRMS requirements, which has a data migration component (phase 2),

NQSC currently does not own CM licences, as the service is provided by another federal agency via an MoU. Should a CM solution be presented, it should be noted that while there may be the possibility that some or all of the CM licenses could be transferred from this agency to NQSC, some licences, at least for phase 1 of this work, may need to be purchased in the name of NQSC, via the chosen provider for the works.

Work already done

Work on the new CRM has been underway for the past 15 months, with the potential need for the integration with an EDRMS being reviewed for the past 6 months. There is a data dictionary, together with a schema, from the new CRM with initial works to identify how fields may be mapped.

From a BAU perspective, configuration and fine-tuning options have been explored, but do not meet our future needs.

Technical/business constraints

The current on-prem solution will not be able to support integration with the new CRM or have the capacity to accept the 8TB of historical data from the legacy system and likely large volume of information from the new system. Even if the space and performance issues could be resolved, there are risks in integrating and maintaining a legacy system.

Industry briefing

Response format

References

• Relevant case study

Key dates/ milestones

Phase 1 to be completed within the first 3 months of next FY, phase 2 to be completed by the end of 2026.