SafeWork NSW has launched a market consultation to identify potential suppliers for a new customer relationship management (CRM) and case management solution (CS).
The request for information (RFI) was issued with the aim to modernise the agency's operational capabilities amid increasing regulatory demands.
The Department of Customer Service (DCS), which is managing the procurement process, has established six key focus areas including commercial models, product functionality, security compliance, systems integration, service provider capability, and transition requirements.
Modern CRM systems have become essential infrastructure for regulatory bodies facing increasingly complex compliance environments.
SafeWork NSW uses cases (jobs) to manage both proactive and reactive work, with each case type requiring configurable and reportable service level agreements (SLAs) visible to managers and assigned inspectors.
Each case type will have minor variations in data collection and functionality.
Inspectors need to record all case-related activity, capture evidence, and issue reports and notices.
The system must also support time tracking for activities as needed, with all decisions, rationales, and actions being fully auditable and traceable
Participation in the RFI is voluntary and will have no bearing on any future procurement processes.
Some respondents may be invited to present demonstrations of their systems following the initial submission phase.
Interested parties must complete a confidentiality deed poll as part of their submission and can direct questions about the process to the contact email provided in the RFI documentation.
Submissions close at 3pm on 9 May 2025 for the RFI.
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