Health Care Complaints Commission seeks MSP to support complaint platform

The Health Care Complaints Commission (HCCC) is seeking an application managed service provider to deliver operational support and service management across its Complaint Handling and Management Platform (CHAMP) core business platform.

The HCCC, an independent body, deals with complaints about all health services and providers in NSW including health organisations such as public and private hospitals, medical centres, imaging and radiation services; registered health practitioners such as medical practitioners, nurses, dentists and pharmacists; and non-registered health practitioners such as counsellors, speech therapists, massage therapists and alternative health care providers.

CHAMP is a business-critical platform operating across an integrated technology ecosystem incorporating Dynamics 365, Microsoft Power Platform components, SharePoint services, reporting capability and supporting interfaces and connected services. The environment requires ongoing operational support, service management, release coordination and enhancement capability to maintain service continuity and support future operational requirements.

It supports the end-to-end management of complaints through multiple operational stages including intake, triage, assessment, investigation, legal activities, review, conciliation and resolution processes.

Complaints are received through multiple channels including online portals, email, telephone, correspondence and external stakeholder channels before being consolidated into a common workflow and managed through CHAMP.

HCCC said the current CHAMP operating environment supports ongoing business operations through an established Application Managed Services model incorporating Level 2 and Level 3 support, operational governance and release management processes.

The successful respondent will provide Application Managed Services (AMS) supporting CHAMP and the associated ecosystem components supporting HCCC business operations and the Commission’s core business function.

The services sought under this procurement are intended to provide stable and resilient operational support, service continuity, operational governance and ongoing enhancement capability supporting the effective operation and future evolution of the CHAMP environment.

The scope of services sought includes level 2 and 3 application support services, incident and problem management, change and release management, service request management and environment management activities.

It also includes operational monitoring, governance and reporting activities, knowledge management and transition-in and transition-out activities.

The tender closes on 14 August at 3:00 PM.