icare seeks partner to overhaul Content Services Platform

icare Content Services Platform

NSW Government insurer, icare, has put the call out for a new partner to help overhaul its Content Services Platform (CSP), replacing its nearly four-year-old OnBase CSP.


Put to the tender, the new managed service platform will be expected to support more than 3,000 active users across the insurer, spanning icare’s personal injury claims, prevention and underwriting, and Insurance for NSW (its specialist public sector insurance arm) units, among others.

icare’s CSP provides secure storage, archiving, indexing and disposal functions for document and content, as well as search, reporting, and dashboard features.

The insurer currently houses around 99,000,000 active documents, with upwards of 3,500,000 documents ingested in January 2021 alone.

The new system must function as “a unified repository” comprising various media, including documents, video, audio and images “from one place where it can be leveraged by a system process or single individual”, tender documents state.

Among the content currently hosted on the OnBase platform include policy, billing, and claims documents for workers compensation, policy documents for icare’s construction risk insurance fund and home builder compensation fund, medical support panel forms, and dust disease care “onboarding-related flow and content”.

The chosen vendor will be expected to provide the CSP as a fully managed service for an initial four-year term, with the possibility of another four-year (2+2) extension, with the contract inclusive of software licensing, hosting, support, and maintenance.

icare said it is seeking a “monthly fixed fee to cover” support and maintenance requirements. It will also require transition project services, including setup, integration, testing support, data migration, and implementation of the CSP.

Under the terms of the procurement, stored data must be hosted on a cloud server based within New South Wales. icare also mandates data backup, recovery, and disaster recovery services for the hosted solution, requiring 24/7 platform application and hosting support.

Currently, icare estimates its document storage consumes up to 120 terabytes of data (representing 99 million documents), growing at an average of 5TB per month. Its database accounts for 5TB, growing 6 per cent each month.

Anticipated data migration through 2021 could see its database waver by around 20TB.

The current CSP, OnBase, provided by US-based content services provider Hyland, was icare’s first consolidated CSP, launching its first phase in 2017, as part of the insurer’s workers’ compensation policy processes.

The OnBase platform provides an end-to-end records management and secure storage solution supporting icare’s customer correspondence, policies, and billing processes, which are linked to claims and care delivery through the Hyland Cloud.

At the time of the OnBase deployment, icare’s then chief of workers insurance John Nagle (later CEO) said the solution provided “a fully integrated platform which gives our underwriters and billing staff a birds-eye view of the data they need to support employers and ultimately respond to injured workers in a timely manner”.

All documents and data in the OnBase CSP are currently hosted in the Hyland Cloud.

More than three million NSW workers are covered by icare, including 328,000 public sector employers from 202 state government agencies. Around 15,000 new workers compensation claims were made in the 2019-20 financial year.

Submissions for the tender must be made by 14 May 2021.