Eastern Melbourne Primary Health Network (EMPHN) invites responses for the provision of the CRM- Solution Development and Implementation in accordance with the requirements of this Request for Tender (RFT).

Background

EMPHN has an existing Microsoft Dynamics 365 instance. This CRM system was inherited from Inner East Melbourne Medicare local with a major upgrade (in approximately 2018) to a Dynamics 365 instance. Prior to 2020 the CRM was supported by a dedicated system administrator. The use was primarily in General practice facing engagement, project, event and contract management work. The project and contract management work dropped off substantially as Zen CLM was established in 2020. 

Current state: The CRM is supported by a General Practice Program Facilitator who undertakes most of the administration, Brennan IT liaison and staff training. 

Use continues to predominantly be by the General Practice facing teams for general practice related work, including communications and marketing. Stakeholder engagement occurs across the business, at varying levels, including some that are quite senior or strategic.

EMPHN is failing to:

• Leverage the business intelligence that can be captured.
• Realise efficiencies that can be achieved through using a fit for purpose CRM solution.
• Monitor and maintain quality of engagement. 

Objectives

• Improve engagement with stakeholders across EMPHN
• Increase strategic oversight of EMPHNs engagement with key stakeholders through better reporting and tracking
• Strengthen the account management of stakeholders through transparency of interactions across the business
• Facilitate data and reporting to drive decision making and resource allocations
• Improve operational efficiencies with clear process and reduce process friction/work arounds
• Improve business continuity through better knowledge management and reduced key person risk

This RFT will require tenderers to lodge their responses via an online form. Please ensure you read all parts of the RFT to understand the process for lodging a response.