Knowledge Management (KM) Solution - Practice Manual Redevelopment Project

In 2018, the Department of Communities (Communities) reviewed the Casework Practice Manual (CPM) used by Child Protection operational staff. The review found the CPM contained:

• inconsistent language (use of passive voice and lack of readability);

• ineffective searching and navigation capabilities;

• information that was duplicated, missing, not detailed enough or out of date;

• no clarity in guidelines and structure; and

• polices that are not connected with practice guidance, procedures and tools (no visual elements or links to training materials).

The review recommended the implementation of a new Knowledge Management (KM) platform to deliver policy and practice guidance including data analytics, improved searching and navigation and a digital assistant to assist staff in finding content quickly.

Communities sees the new KM platform reimagined as an online directory.

In 2020, Communities was required to respond to COVID-19 pandemic and alter its services and operational practices and procedures to align with the welfare emergency context whilst continuing to maintain business as usual. This highlighted the need to have a flexible and agile system that can support operational staff.

In 2022, a revised Business Case was approved which proposed a staged approach to implementing a unified Knowledge Management solution with a view to prioritising Child Protection Operations Manuals, and then broadening its use to remaining Community Services Manuals and roll out to all Operational staff.

Communities has a requirement for the successful Respondent to provide the following:

• End User Software as a Service (SaaS) Subscription for a minimum of 2500 users.
• Solution Implementation including configuration of the SaaS solution and any customisation required to meet Communities Business Requirements (Schedule 16 Attachment 1).
• Post Implementation Support and Maintenance services to meet Communities.
• Project Services including but not limited to the following:
  • Project Management;
  • Business Analysis; and
  • Change Management and Training.

These details are listed under the additional documents referred as:

Schedule 2 – Specification/Statement of Works; and Schedule 16,

Attachment 1 - Requirements - Scope