Replacement of Customer Relationship Management (CRM), Content Management System (CMS) and General Ledger (GL)

Current

Replacement of Customer Relationship Management (CRM), Content Management System (CMS) and General Ledger (GL)

Tender ID: 573676

Tender Details

Organisation:

AAPMBF

Tender #:

Status:

Current

Publish Date:

29 November 2024

Closing Date:

19 January 2025

Tender Description

We are pleased to invite expressions of interest for the provision of a new, comprehensive system to support our organisation’s evolving needs. The Australian Air Pilots Mutual Benefit Fund (AAPMBF/The Fund) is a mutual fund open to commercial pilots. AAPMBF provides financial benefits to member pilots who are medically unfit due to the loss of their Australian Class One Medical Certificate.

We are seeking an integrated solution to manage our 3 core business units effectively under a single entity structure.

Project Overview:

The mutual fund operates a membership system where pilots contribute based on their age, with contributions (premiums) adjusted annually. If a Pilot loses their Medical Certificate temporarily or permanently, the Fund is able to provide monthly financial support for up to 24 months or in the case or permanent loss, a lump sum benefit from $100k-$800k (at present-increase pending). Members can access premium refunds after 20 or 25 years of membership.

AAPMBF currently maintains and processes member data, claims cases and financial transactions using several systems which have been developed over a number of years. The existing Customer Relationship Management system (Stratum) and associated Content Management System (CMS) has fallen behind. This is a time critical project as AAPMBF has been given notice that Stratum will cease around the end of 2026.

The Stratum system currently supports the member management for approximately 3600 members, however it severely under-delivers in terms of real business efficiencies. We do not have at present an automated Claims management function. Stratum currently does not integrate with any General Ledger (GL) function.

To ensure seamless operation and members satisfaction we are seeking an enhanced replacement system that provides the following:

1. CRM Capabilities

Centralised and secure member management, including membership application and renewals
Data export/import capabilities -for data migration and ongoing operations
Design, build and integrate the business website with the CRM system
Member web portal for real-time updates, user management and administration
Integrated member communication processing and logging. E.g. with a 3rd party email provider (Mailchimp) and SMS (Kudosity) bulk distribution services.
Tools for stakeholder engagement, notifications and compliance tracking
Customisable reporting capabilities

2. Claims/Case Management System

Efficient management of notifications and claims for benefits, including processing, claims history, tracking and approval workflows
Secure document processing, storage and integration with our document Management System (M-Files). Note: Also applies to Membership
Automation to minimise manual processes, integration with payment system (GL) and enhance accuracy and time lines

3. Financial Assets and General Ledger (GL)

Tracking and managing direct properties as investments of the fund
Integration with financial reporting for asset valuation and depreciation
Integration with payment gateways for member transactions
Management of detailed GL functions, including member contributions, operational expenses, asset depreciation and other financial transactions (P&L, TB, Balance sheet)
Potential replacement of MYOB if the system includes robust GL capabilities, OR:
Seamless interaction with MYOB for financial operations such as invoicing (including employer bulk billing), contribution tracking and reporting

4. Customisation and Scalability

Configurable to accommodate specific fund rules and processes
Scalable to grow with the organisation’s future needs

5. User experience

Intuitive, customisable and accessible interfaces for staff and members
Mobile friendly portal

6. Security and Compliance

Framework and business compliant cybersecurity protocols and policies to protect sensitive data across all business units
User account security protocols (members and staff)
Compliance with relevant data protection and financial standards and Australian laws

Selection Criteria:

We are particularly interested in solutions that demonstrate:

Details of your office locations, including number of employees (MUST be Australian based)
Proven experience in delivering integrated solutions for multi-unit organisation
Demonstrated expertise with CRM, claims management, asset management and financial systems
Details of payment gateway options
The ability to customise and implement system and workflow efficiency
Strong installation, launch and post-implementation support along with regular maintenance and updates
Technical administration and user training for the new system
Testing/Development mirror environment
Responsible and accountable to a Service Level Agreement (SLA)
System documentation and help facilities
Data replication/security and backup policies (including suppliers)

Next Steps:

We look forward to exploring potential solutions with interested providers. To be shortlisted and to receive a copy of our RFP, please include the following in your EOI response:

A brief description of your organization and relevant experience such as insurance, risk based medical insurance, life insurance or income protection customers (Must provide references)
Examples on similar projects you have delivered
A high-level overview of your proposed solutions
Reliance on 3rd party suppliers to provide the service/development/support

For submissions or further details, please contact us via:

E-mail: tenders@aapmbf.com.au

Location

Western Australia : Gascoyne : Goldfields/Esperance : Great Southern : Kimberley : Mid West : Peel : Perth Metropolitan : Pilbara : South West : Wheatbelt
New South Wales : Central West : Far North Coast : Far West : Hunter : Illawarra : Mid North Coast : Murray : New England : Orana : Riverina : Southern Highlands : Sydney
Queensland : Cairns & Far North Queensland : Gladstone : Mackay Whitsunday Region : Mount Isa & North West Region : Rockhampton : South East Queensland : South West & Darling Downs : The Central West : Townsville : Wide Bay Burnett
Victoria : Barwon South West : Gippsland : Grampians : Hume : Loddon Mallee : Melbourne
South Australia : Adelaide : Eyre & Western : Far North : Fleurieu & Kangaroo Island : Limestone Coast : Murray & Mallee : York & Mid North
Northern Territory : Barkly : Big Rivers : Central Australia : East Arnhem : Greater Darwin : Top End
Australian Capital Territory
Tasmania