AUSTRAC searches for new CRM and case management solution

AUSTRAC searches for new CRM and case management solution

To last the next 10-15 years

Credit: Dreamstime

The Australian Transaction Reports and Analysis Centre (AUSTRAC) has put out a request for tender (RfT) for case management and customer relationship management (CRM) solutions proof of concept (PoC).

AUSTRAC is Australia’s anti-money laundering regulator and specialist financial intelligence unit, and is seeking offers to undertake a PoC of an enterprise case management and CRM solution. Three tenderers will be selected to perform the PoC and then be invited to respond to the RfT for the final solution.

AUSTRAC needs a solution that integrates with other existing business systems, such as enterprise content management, currently SAFE which is an on premise implementation of OpenText Content Server and which can be in place for the next 10 to 15 years.

"These systems work together to provide an end-to-end capability that covers day-to-day interactions with Reporting Entities (REs), through to situations that trigger investigative casework based on referrals, risk monitoring and other forms of complexity," stated the RfT documents.

AUSTRAC's work is underpinned by case management practices across different areas of its operations including regulatory operations, enforcement, intelligence operations and intelligence and international partnerships.

"Our vision for the case management and customer relationship management solution is a shared environment for specialised teams to collaboratively work towards meaningful case management outcomes for our Agency and our Partners," AUSTRAC stated in the RfT papers.

For this project, AUSTRAC wants greater process efficiency leading to an ability to increase workload, a central view of all complex case work across business streams and a clear visibility of case accountability.

It is also looking for a solution that will provide well understood and managed set of case risks, standardised approaches to case management, a learning environment that improves performance based on case knowledge and a case system that is flexible and responsive to the changing needs of teams.

Besides being able to integrate with OpenText Content Server for Enterprise Content Management, the new solution to create, store and refer to all manner of documents, content and communications including the ones generated from Microsoft Exchange, Outlook and other Microsoft Office software currently in use.

Currently, TechnologyOne is used to facilitate track and management of financial interactions. The new solution may need to integrate with these functions. AUSTRAC also wants a solution that integrates with the telephony systems and its online customer portal.

One of the many specifications is the use a case management system that is rated to Protected.

The PoC stage is expected to commence in May 2019 and run for three months. The participating tenderers will be invited to tender for stage two in August 2019. The resulting contract is expected to commence in December 2019 and be in place for a three-year period.

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