Question:
Hi There,

To understand if our professional services team or our partner network can support this we would like to understand which core applications need implementation. Thank you!

Answered on 11/Sep/2025 09:53 AM:


The following clarification question(s) have been received from the Request for Expression of Interest (RFEOI) documentation released on 9th September 2025.

No. 1 Clarification Question:

To understand if our professional services team or our partner network can support this, we would like to understand which core applications need implementation. Thank you!

WorkCover Response:


Implementation scope is contained in Bundle B. This scope relates to implementation of all core applications in Bundle A – Claims Management, Injury Management and Policy Administration.

Should Respondents have any further questions regarding the RFEOI, please submit via email via the Vendorpanel portal. The Closing Date for clarifications and requests for information is 1st October 2025 at 9:00am, Queensland time.

The Closing Date for Offers is 8th October 2025 at 09:00am, Queensland time.

End of Clarification No. 1.

Question:
How can I register for the "Respondent Briefing" planned for Wednesday 17 September 2025 please?

Answered on 11/Sep/2025 03:06 PM:


Thank you for your request. An addendum document "WCQ614 Addendum #1 - Supplier Briefing" will be issued as additional tender document in Vendorpanel. Please follow the registration instructions in this document.

Question:
Hello.

I wanted to check if there are any prequalification requirements or specific panel arrangements we need to comply with, beyond our registration on VendorPanel.

Could you kindly confirm if any additional registration, certification (such as QITC), or pre-approval is required before submitting a response?

Answered on 12/Sep/2025 08:54 AM:


The conditions of participation are set out in the RFEOI. As stated therein, those conditions are specific to this RFEOI and a separate set of conditions will apply to any future invitation to offer.

Question:
Hi, is it a requirement to respond to the RFEOI in order to be eligible for the subsequent formal ITO?

Answered on 12/Sep/2025 08:56 AM:


For Bundle A only, Respondents need to submit an expression of interest to participate in a future ITO for those capabilities. Note that Bundle A is the only mandatory bundle.

For all other bundles, WorkCover is seeking information to inform the future approach. Future ITOs for non-Bundle A capabilities will not be limited to Respondents to this RFEOI.

Question:
Hi, can you tell me how we register for the Respondent Briefing: Wednesday 17 September 2025. Thank you

Answered on 12/Sep/2025 05:18 PM:


Please refer to Addendum #1 added to the tender documents in VendorPanel for the details of this supplier briefing including registration details.

Question:
Does WCQ have a preferred Claim Management & CRM software solution?

Is WCQ in vendor selection process and if so how far along in the process?

Answered on 15/Sep/2025 10:24 AM:


As outlined in the market documentation, the purpose of this RFEOI is to assess suitability of vendors to be included in the next stage(s) of this procurement process.

Question:
Hello,

Will the Industry Briefing on Thursday 17/09/2025 be recorded and distributed to registered attendees?

Thank you.

Answered on 16/Sep/2025 04:44 PM:


Presented content from the briefing will be made available on Vendor Panel after the event. The event will not be recorded.

Question:
I have emailed twice to request access to the briefing tomorrow but nothing have been sent through?

Answered on 17/Sep/2025 07:46 AM:


Details of how to join the supplier briefing have been distributed to those that have registered. Please contact peter.law@workcoverqld.com.au if you have not received the email.

Question:
1. Regarding "Buy vs. Build" Philosophy:

While the stated approach is to buy, the language throughout the document lends itself to a build approach, could you please clarify the buy vs build approach:

How does WorkCover reconcile its stated "buy first" philosophy and desire for "limited customisation" with the extensive responsibilities outlined for the implementation partner, which include "detailed technical solution design," "technical architecture design," "build," and "extension / enhancement design"?

What is the expected balance between configuration of commercial off-the-shelf (COTS) products and custom development/extension?

Could WorkCover clarify the extent of "WorkCover development practices and standards" that the implementation partner is expected to adhere to?

Does "extension / enhancement design" refer primarily to integration components or actual modification/addition [in a build scenario] of core system features beyond standard configuration, i.e through custom development?

Given the expectation for the implementation partner to perform "Build, Unit and system testing for their respective components," what is WorkCover's expectation regarding the proportion of bespoke development versus configuration within the proposed solutions?

2 Regarding Data Migration:

Could WorkCover clarify the specific scope and expectations for "Data and content migration for their respective components" that the implementation partner is expected to lead? How does this align with the stated "Hollow Out with Minimum Integration" approach, which implies "no large-scale data migration" for claims and only selective migration for historical data?

Given the emphasis on WorkCover performing "business data cleansing," what is the expectation for the implementation partner's role in guiding or collaborating on data quality improvements for the migrated data?

3 Regarding the Integration Stack:

WorkCover's future state includes the "Build of an integration stack (open access)", while Bundle I refers to "Integration Services" as a solution. Could WorkCover clarify if the integration stack itself will be a custom build, or if "build" refers to the implementation and configuration of a commercial "Integration Services" solution (i.e., procuring Bundle I and then building the integrations upon it)?

Thank-you

Answered on 19/Sep/2025 04:44 PM:


1. Regarding “Buy vs. Build” Philosophy:

• WorkCover’s preference for “buy vs build” refers to software/ platform

• WorkCover’s preference is for a low customisation solution.

• WorkCover’s “development practice and standards” refer to internal IT policies and procedures.

• “Extension / enhancement” design refers to any enhancement of the software beyond based configuration.

2. Regarding Data Migration:

• While data migration and integration into from legacy systems will be minimised, some data migration will be required as the statement of requirements describes.

• Collaboration would be expected on all delivery scope, regardless of the responsible party.

3. Regarding the Integration Stack:

• WorkCover intends to procure and implement an enterprise-wide integration solution.

Question:
Can you please your preferences for location of the supplier workforce for Bundle A in regards to local, national and international?

Answered on 19/Sep/2025 04:45 PM:


The Queensland Government’s Local Benefits Test applies, however there is no requirement that suppliers will have a local presence. Proposals will be assessed on their overall merit, and all suppliers are encouraged to participate regardless of location.

Question:
What is the likely legal contracting framework, QITC?

Answered on 19/Sep/2025 04:45 PM:


Yes, any subsequent ITO and resultant contract will use the QITC framework.

Question:
1 We understand that products related to Accident Insurance, Volunteer Insurance, Work-Experience Insurance, Household Worker Insurance, Workplace Personal Insjury Insurance are in scope of Implementation. We would like to understand the Line of Business and details of product numbers which needs to be considered and the cover mapping for the products - please clarify.

2 We anticipate that a comprehensive set of documents will be generated across the lifecycle of claims, policies, injury case management, and stakeholder communications., We would like to seek clarification regarding the number and types of documents expected to be generated within the scope of implementation.

3 As a part of our understanding of the scope of implementation, we anticipate that a comprehensive set of reports will be required to support operational, regulatory, financial functions. We would appreciate your confirmation on the approximate number of canned reports to be generated.

4 As part of the scope, the number of employers, claims per annum have been provided.

For validation purposes, could you please confirm the approximate number of insured members (workers) currently covered under WorkCover's schemes and YOY growth percentage?

5 From the Future state landscape, we understand that following will be the set of interfacing applications from the perspective of the Policy Administration, Injury Management and Claims Management systems. - Telephony, Communication platform, Internal and External Identity and Access Management, External Assisted Services, Enterprise CRM, BPM Platform, KMS & AI Platform, HR Management, Risk Management, Finance & Payments, IT, Data, Analytics and AI Platform.

Please validate our understanding.

6 Based on the above set of interfacing applications, could you please provide the number of touchpoints for all the enterprise level and market level integrations as a part of the implementation Bundle B. Please also include the integration modes for each of these interfacing applications. i.e., whether it is API based or file based. 

7 Is the core solution expected to Interface with a Call Centre Application in target ecosystem?

8 We would like to seek confirmation on the types and approximate number of healthcare providers we are expected to integrate with under the proposed digital claims management system?

9 Under the specialized tool to support E2E claims, we would like to understand the functioning and scope of the Predictive duration tool and Automatic Determination.

10 "Post new claims system Go Live, existing claims data will be converted selectively and only where it drives benefit." What is the approximate volume of claim which will be migrated?

11 Please confirm the Recovery & RTW Planning Tool functionalities expected of the Solution that we will offer.

12 WorkCover confirms that 'The Program will adopt an implementation partner delivery model'. We understand WorkCover would be open to consider the Product Vendor being able implement the Solution and provide maintenance and support services.

13 With reference to the statement- 'Claims Management will manage the end-to-end workers’ compensation claim lifecycle through all phases of lodgement, validation, adjudication, payments, closure, compliance and reporting'. Please confirm the details of Compliance and Reporting.

Answered on 24/Sep/2025 04:21 PM:


1. Further detail will not be provided on these items beyond what is in the RFEOI and is otherwise publicly available. If this detail is important to your response, please make assumptions on any information gaps, and document those assumptions in your response.

2. Further detail will not be provided on these items beyond what is in the RFEOI and is otherwise publicly available. If this detail is important to your response, please make assumptions on any information gaps, and document those assumptions in your response.

3. WorkCover is not prescribing a specific requirement in this RFEOI. It is seeking respondents to indicate the level of reporting that can be provided from their standard solutions without customisation.

4. Further detail will not be provided on these items beyond what is in the RFEOI and is otherwise publicly available. If this detail is important to your response, you are encouraged to make assumptions on any information gaps, and document those assumptions in your response.

5. While that will be firmed up ahead of an ITO and through detailed design, that is a reasonable assumption to make at this time.

6. Further detail will not be provided on these items beyond what is in the RFEOI and is otherwise publicly available. If this detail is important to your response, please make assumptions on any information gaps, and document those assumptions in your response.

7. WorkCover is not prescribing a specific requirement in this RFEOI. It is seeking respondents to indicate the level of capability their core systems can provide with respect to interoperability with modern contact centre platforms.

8. We have over 300 medical providers on our provider panel, over time we would expect to increase the level of digitisation of services for this group. In addition to the panel, we engage with many other medical providers and hospitals across Queensland who also may wish to use digital services.

9. WorkCover is not prescribing a specific requirement in this RFEOI. It is seeking respondents to indicate the capability of their predictive analytics and automation functionality.

10. Claims growth for FY24 was 8% and FY25 was 1%, please make assumptions of YOY growth between these ranges and document your assumptions.

11. WorkCover is not prescribing a specific requirement in this RFEOI. It is seeking respondents to indicate the level of capability their core systems can provide with respect to personal injury case management.

12. The core applications software provider and the implementation partner do not need to be separate entities. Where software providers have their own professional services arms, they are encouraged to put that option forward.

13. Further detail will not be provided on these items beyond what is in the RFEOI and is otherwise publicly available. If this detail is important to your response, please make assumptions on any information gaps, and document those assumptions in your response.

Question:
Hi there, we have a few questions:

1. As per the new Claims Operations Model, is the segregation of duties between systems predetermined, or do you have a point of view on this?

2. For employer premium calculation, do we have an estimate of the volume of claims that needs to be considered for premium calculation?

3. Is there an established enterprise-wide AI usage and governance framework?

4. Is there established guidance on AI LLM model hosting, data residency for AI model training, and AI model hosting for inference?

5. Is there an existing portal service offered to legal providers?

6. Is the existing premium calculation performed in the ERP or in the Claims Management System?

7. What is the existing ERP solution?

8. Is there an enterprise integration platform available, or is the proposed solution expected to also propose an integration platform?

9. Is there an existing document management platform, or is the proposed solution expected to propose a document management platform?

10. Is there an enterprise-wide data warehouse platform, or is the proposed solution expected to propose a data warehouse solution?

11. If there is a current ERP solution, does it have the capability to perform payroll calculations before injured worker payment disbursement?

12. Is the proposed new claims management solution able to handle dispute management and recover payments from injured workers for wrongly disbursed payments?

13. Will external providers actively contribute to the RTW (Return to Work) plan? If yes, will we need to provide system access to providers to work on the RTW plan?

14. Can an injured worker submit new injuries against an existing claim at any point in the lifecycle of the claim, or is it treated as a new claim?

15. Can we assume the ERP system serves as the General Ledger system responsible for Accounts Payable and Accounts Receivable functions, and therefore there is no requirement to push claim information to the ERP?

Answered on 26/Sep/2025 10:42 AM:


Bidders are reminded that this is a Request for Expressions of Interest (RFEOI), and WorkCover is seeking market information to help shape and guide future procurement processes. The level of detail provided in the documentation has been deliberately scoped to meet this purpose. It is neither intended nor appropriate at this stage for respondents to provide deal-ready bids. Accordingly, not all of the information that would be required for an Invitation to Offer (ITO) process is available or able to be shared at this point.

We encourage respondents to focus their submissions on the information sought in the RFEOI documentation. This will ensure that WorkCover gains the market insights needed without requiring unnecessary effort from bidders at this early stage.

Having said that, WorkCover will respond to the following items:

3. Is there an established enterprise-wide AI usage and governance framework? - WorkCover has an AI policy that is currently undergoing review to support controlled but effective use of AI across the enterprise.

8. Is there an enterprise integration platform available, or is the proposed solution expected to also propose an integration platform? - per the RFEOI, integration platform is in-scope.

9. Is there an existing document management platform, or is the proposed solution expected to propose a document management platform? - per the RFEOI, document management is in-scope.

10. Is there an enterprise-wide data warehouse platform, or is the proposed solution expected to propose a data warehouse solution? - per the RFEOI, this is not in scope, but WorkCover will establish a new data operating model and platform solution in 2026.

Question:
Are you open to considering non-confirming bids on bundle A?

Answered on 25/Sep/2025 02:11 PM:


While the key objective of the RFEOI is to shortlist respondents for a future Bundle A ITO, WorkCover is also seeking market feedback and general expressions of interest. You may submit a non-conforming response for any component of the RFEOI, including Bundle A, but it will not be evaluated for shortlisting.

Question:
Could you please confirm, to respond to Bundle B, is it a requirement that the implementation partner have experience implementing a similar solution into workers’ compensation insurance providers or other long-tail personal injury claims providers? Would this preclude us if not?

Answered on 26/Sep/2025 10:36 AM:


Having experience in workers’ compensation or long-tail personal injury claims is not a pre-requisite to submitting a response to this RFEOI.

Question:
1. Can you please confirm the assumption in the use case UC#F2 in terms of the payroll system. Are we correct to assume that WCQ does not need to process / disperse the injured workers’ payroll payments?

2. Can you please confirm your assumption in the use cases in terms of the portal. Are we correct to assume that there is no need to include a portal for injured workers and employers in the core solution as such a portal already exists / will be implemented separately. The core solution only needs to consider the integration with such a portal.

Answered on 29/Sep/2025 03:59 PM:


1. WorkCover will need to process payroll payments to injured workers in this use case. Assume that WorkCover’s internal staff payroll system is not to be used to support these payments.

2. Integration to online portals is in scope. Development of online portals is not scope.

Question:
Good morning Peter,

Please see below clarification question:

We note that the Eval Criteria 6 on page 8 of the “0._Request for information..” document identifies a number of corporate viability and compliance responses that will be evaluated. However, there is no obvious place in the response templates for this information. Should we just provide this information in a supplementary attachment?

Regards,

Answered on 30/Sep/2025 10:08 AM:


The RFEOI document includes “Corporate Viability and Compliance” evaluation criteria. The items in this section are standard inclusions in Queensland Government Procurement.

They have been included in the RFEOI to provide transparency that they will form part of the evaluation criteria for a future ITO. However, no questions have been specifically asked around these items in the response schedules and bidders are not required to address this part of the evaluation criteria for the purpose of submitting a conforming response. These items will be explicitly addressed in any future ITO.

Question:
How should we submit our non-conforming response, showcasing who we are as a supplier and what we can offer to the program?

Answered on 30/Sep/2025 10:05 AM:


Expressions of interest that are not seeking to be shortlisted for the Bundle A ITO do not need to be conforming responses. Bidders may submit these in any format and do not need to follow the response schedules.