Case Management System

⁠⁠⁠Overview

Catholic Archdiocese Canberra Goulburn Education Limited (CACGEL) is inviting a Request for Quote (RFQ) response for the supply of a Case Management System.

Scope

The scope includes:

Core Case Management

• Configurable end-to-end case management across intake, triage, assessment, investigation, action planning, review, escalation, resolution, closure, reopening and archiving

Case Creation and Management

• Creation and management of cases from multiple sources, including support for student and non-student cases
• Unique case identification and tracking, case categorisation and classification
• Case ownership and assignment
• Case lifecycle management including Open, In Progress, On Hold, Escalated and Closed statuses

Case Tracking and Audit

• Maintenance of a complete and immutable audit history covering case creation, updates and modifications, notes, attachments and decisions, workflow actions, user access and viewing activity, document interactions and correspondence, and administrative changes

Special Requirements

• Support for cases without a student ID or an employee ID
• Support for complaints originating from staff, parents, students or prospective families
• Support for multiple schools being involved in a single matter
• Support for families associated with multiple student and debtor records

Record Linking, Relationships and Duplicate Detection

• A controlled relationship model linking individuals, families or households, students, staff members, schools, external parties and related cases
• Configurable relationship types, effective dates, current and historical relationships, merge and unmerge controls
• Duplicate detection during data entry and integration, configurable matching rules using multiple identifiers, and review and approval of potential matches
• Survivorship rules, source-system traceability, and a complete audit history of links, merges and corrections
• Access to linked records and relationship information that respects case-level, document-level and field-level permissions
• Support for the Schools Unique Student Identifier (USI) as a persistent student identifier, with Compass or another formally designated student information system remaining the authoritative source for the USI, and authorised users able to create, search for, retrieve, link and report on student-related cases using the USI while retaining CACGEL and source-system identifiers

Case Capture and Intake

• Configurable intake methods for internal and external users, including secure web forms, QR-code based forms, mobile-responsive forms, email capture, staff referrals and manual entry of telephone enquiries
• Intake forms supporting conditional questions, mandatory fields by case type, validation rules, file attachments, acknowledgements, consent and privacy notices, saved drafts, duplicate checking, automatic source and timestamp capture, configurable risk or sensitivity screening, and routing to the appropriate team or workflow

Workflow, Routing and Automation

• Low-code or no-code configurable workflows maintainable by authorised CACGEL administrators without vendor development for routine changes
• Workflow templates, conditional routing, individual and team rules-based assignment, parallel and sequential activities, approvals, delegations, escalations, automated escalation triggers, reminders and notifications, service-level timers, pause and restart rules, business calendars, mandatory actions, stage-entry and stage-exit criteria, exceptions, rework, split and merged cases, and automated correspondence
• Version-controlled and auditable workflow changes and actions

Collaboration and External Engagement

• Secure collaboration among authorised school-based users, CACGEL portfolios, leadership teams and approved external parties without providing broader access to the case than necessary
• Time-limited and revocable access, configurable permissions by case, document, field and action, secure messaging and document exchange, restrictions on downloading and forwarding where available, external-user authentication, confidentiality acknowledgements, access expiry, delegated administration, and complete auditing of invitations, access, viewing, downloads, uploads and changes

Evidence and Document Management

• Secure management of case documents and evidence throughout their lifecycle
• Upload and capture of common document, image, audio and video formats; configurable file-size limits; malware scanning; metadata and classification; version control; document locking or equivalent concurrency controls
• Immutable audit history, secure preview, full text search where permitted, document-level permissions, retention and disposal rules, legal holds, and export with metadata and audit history
• Controls preventing unauthorised deletion, replacement or silent alteration of documents

Reporting and Analytics

• Role-appropriate operational, management and executive reporting using current and historical data
• Configurable dashboards, drill-down to authorised records, scheduled distribution, alerts and thresholds, parameterised and ad hoc reports, export to common formats, trend and cohort analysis, service-level and ageing measures, cross-school comparisons, and data-quality indicators
• Secure integration with Power BI and Microsoft Fabric
• Reporting that respects all case, document and field-level permissions and prevents inference of restricted information through counts or aggregates

Integration and Data Management

• Secure, supportable and monitorable integration with CACGEL's enterprise systems using documented APIs, webhooks, event services, batch interfaces or supported connectors

Key systems the solution must integrate with include:

• Compass (Student Information System)
• TechnologyOne (Finance and Administration)
• Microsoft 365 (A5 licensing)
• Microsoft SharePoint
• Microsoft Fabric
• Power BI
• Protech (Compliance and Risk)
• Empower ESS
• Microsoft Entra ID
• Solv Claims Management Software

Security, Privacy and Compliance

• Encryption in transit and at rest
• Multi-factor authentication for all internal, privileged and external users, and single sign-on through Microsoft Entra ID for CACGEL users
• Role-based, attribute-based, case-level, document-level and, where supported, field-level access controls
• Segregation of duties, privileged access management, secure session controls, tenant and customer-data isolation, tamper-evident audit logging
• Vulnerability and patch management, security monitoring and alerting, malware protection, and controls for data export and bulk download

Backup and Recovery

• Encrypted, geographically resilient backup and recovery arrangements for data, documents, configuration and audit records
• Documented business continuity and disaster recovery plans, annual testing, reporting of outcomes to CACGEL, and remediation of identified deficiencies

Technical Architecture

Deployment

• Cloud-based, vendor-supported, highly available, and scalable across the CACGEL System

Performance

• Support for approximately 50 core case management users and approximately 2,500 occasional contributors, with capacity to scale across the Archdiocesan Support Office, 56 schools, 9 Early Learning Centres and future growth in users, case volumes, documents and integrations

User Experience and Accessibility

Usability

• Intuitive and easy to use, requiring minimal training for occasional users
• Support for rapid case creation
• Role-based user experiences, for example Case Managers, Investigators, Contributors, Action Officers, School Leaders, Executive Leadership and Administrators

Accessibility

• Web-based and mobile-responsive access conforming to WCAG 2.2 Level AA for all user-facing functions proposed for CACGEL
• Any mobile application must meet equivalent accessibility requirements and be included in the proposed support and upgrade model

Information Requested

Respondents must include the following information in their response:

• An explanation of matching logic, confidence thresholds, stewardship process, handling of false positives and false negatives, and the proposed source of the master person identifier for record linking and duplicate detection
• A description of authentication options for internal, external and anonymous users, controls preventing unauthorised disclosure through confirmation messages or tracking links, accessibility compliance, and the process for converting an intake submission into a case without re-entering data
• A representative workflow diagram, identification of configuration tools and required skills, an explanation of how changes are tested and promoted between environments, and disclosure of any features requiring custom code, professional services or additional licences
• A description of the proposed collaboration model, licensing implications, user onboarding and offboarding, data residency, controls for accidental disclosure, and the user experience for external participants
• A description of where documents are stored, how integrity is verified, how large and unsupported files are handled, how evidence is exported for legal or regulatory purposes, and any storage, scanning, archival or retrieval costs
• A catalogue of standard reports and dashboards, identification of which reports require configuration or development, a description of refresh frequency and data latency, an explanation of the semantic or data model available to CACGEL, and sample outputs for the measures specified in the RFQ
• For each proposed integration: the business purpose, system of record, data objects and fields exchanged, direction, frequency and expected latency, create/read/update/delete behaviour, identity-matching method, authentication and authorisation, encryption, error handling, retry and reconciliation, monitoring and alerting, throughput and rate limits, data residency, audit logging, support ownership, maintenance approach, estimated implementation and ongoing costs, whether the interface is existing and supported, configurable, custom-developed or dependent on a third party, and relevant API documentation or evidence of a comparable production integration
• Identification of encryption protocols and key-management model, a description of customer-managed-key options, an explanation of privileged-access approval and review processes, log retention periods, disclosure of any controls requiring additional licensing, and a responsibility map between the Respondent, CACGEL and third parties
• The proposed recovery point objective and recovery time objective, backup frequency and retention, replication arrangements, backup immutability and separation from production credentials, granular and full-environment recovery capability, testing frequency and most recent recovery-test result, responsibilities for initiating and validating recovery, communications during a disruption, and any exclusions or additional charges
• Tested concurrent-user capacity, typical and maximum page-response times, transaction throughput, API rate limits, storage limits, maximum file sizes, batch-processing windows, reporting refresh times, performance-monitoring arrangements, assumptions about user concurrency and case volumes, how capacity is increased, whether scaling affects price or service levels, and evidence from performance testing or a comparable production environment
• A current accessibility conformance report or equivalent independent assessment, identification of any known non-conformities and remediation dates, and a description of support for keyboard-only navigation, screen readers, visible focus, colour contrast, text resizing, error identification, accessible forms, captions or transcripts for media, and accessible document outputs

Instructions to Tenderers

• Respondents wishing to participate in the RFQ must complete Schedule 2 and provide their response before the closing time of 5pm Friday 25 September 2026
• Any questions must be submitted no later than 5pm Wednesday 23 September 2026