IP Australia requires an implementation partner to provide a proof of concept for a suitable system/platform that can meet its requirements in relation to the provision of information and management of HR related matters.

IP Australia requires the services of key personnel to carry out the POC for a 3-month period. This will enable both parties to understand the full extent of the current state and provide an acceptable solution ensuring it covers the key HR areas which will benefit.

IP Australia is seeking an enterprise automated solution to optimise HR processes from hire to retire where employees have a central point of information and can self-service through digitisation and AI. We aim to provide a simple easy to use interface that facilitates HR workflow processes for all facets of HR, including approvals and task management that empowers employees and allows them the ability to purposefully orchestrate and automate tasks and processes.

Specifically, IP Australia is seeking to:

• Improve the HR service delivery model, ensuring services are delivered efficiently and effectively to our clients in one central location.
• Enhance the HR operating model, ensuring the structure, resources, processes and governance are in place to support service delivery
• Provide a self-service driven and streamlined ticketing resolution model.
• Provide a ticketing system where employees can raise requests/tickets via a portal and monitor their progress while also keeping track of their interactions with HR, reducing the number of follow-up enquiries.
• Provide a portal for HR staff to process interactions so they can easily navigate and triage enquiries from one platform.
• Provide a platform to assist HR staff with managing inquiries such as standardised response templates, knowledge sites, ability to respond in multiple formats (via ticketing, emails, note calls taken place), ability to attach documentation, images, links etc. into correspondence for storage in Sharepoint.
• Provide a dashboard, including SLA tracking, for employees, managers and HR staff.
• Provide reporting capability to track work undertaken, number of tickets, state of tickets, teams handled, resolution times, issues etc. with the ability to export in excel formats.
• Have the ability to generate tickets automatically from email content.
• Have the ability to integrate and update data held in IP Australia’s employee database system, Aurion Payroll HRMIS. Have the ability to integrate with IP Australia’s recruitment and onboarding system, IP Hire, a SAP Success Factors system.
• Have the ability to integrate with Sharepoint as the host of all IP Australia’s internal content
• Have the ability for the HR module to integrate with IP Australia’s existing architecture including but not limited to Aurion, SAP Success Factors (as above) but also SAP ECC, Azure, Jira, and Teams.
• Have the ability to integrate/support the ITSM platform, Service Now, which is currently within the organisation.
• Provide a platform for all HR related queries including but not limited to those related to health and wellbeing, probation, case management, work health and safety, recruitment and onboarding, pay and conditions, learning and development and HR reporting.
• Provide a multi-disciplinary customisable workflows and forms across onboarding, IT, Finance, Payroll and Security areas.
• The system will not be the record keeping system for any HR matters, this will continue to be the organisations existing record management system, sharepoint.
• The system must meet the Digital Inclusion Standard.
• The user interface (single portal) must be WCAG 2.0 compliant.
• The system must be secure and ensure privacy of employee HR related enquiries, roll based/team-based permissions, sensitive requests only visible to applicable teams/personnel. This would be required to be at the level of OFFICAL Sensitive – Personal-Privacy.
• Increase the use of technical tools such as virtual assistant, live chat and other AI capabilities.
• Work with existing and future IP Australia AI tools/AI HR Chat bot, ability to access knowledge articles etc.
• Provide team specific capabilities (ticketing, knowledge articles, workflows) to the numerous HR teams to ensure system meets their requirements. Teams include: AskHR; Payroll Services and Payroll System Administration; Recruitment and Onboarding; Workforce Planning; Insights and Reporting; Establishments management; Employee Relations; People Development and Inclusion; Learning managements system administration; Case Management; Workplace Health and Safety.

*** Respondents should be aware that either or both Key Personnel or the successful Seller may be excluded from subsequent approaches to market related to the development or implementation of recommendations under this POC***