Insurance and Care NSW (iCare NSW) has submitted a tender requesting the services of a cloud-based provider to provide a digital experience platform (DXP) solution.

The proposal has requested a platform that combines a Content Management System (CMS), Search Engine and “other components to deliver a digital first, self-service enabled, and customer centric personalised experience”.

The government insurance scheme operator also called for the solution to better meet users’ expectations for their online interactions with iterations of digital government, as well as prove adaptive and resilient as the entity continues to make progress towards a holistically digital ecosystem.

The scope of the tender also required the transition to the new platform to be completed by September 2025. It also appealed to:

• “Accelerate content delivery, faster time-to-market for new features and services, reduce technical debt, and enhance scalability and flexibility in adapting to evolving business requirements;
• Improve customer service efficiency, streamline communication, and enhance overall customer experience by providing consistency across touchpoints;
• Enhance customer satisfaction and engagement, and increase portal utilisation, enabling iCare to better drive customer and community outcomes; and
• Streamline operations, reduce complexity and lower maintenance cost through providing self-service capabilities (for both internal users and our external customers).”