Australia's Knowledge Partners has implemented and delivered an enterprise content management (ECM) solution from OpenText to Healthdirect Australia, a publicly funded procurer and provider of telephone and online health information and advice services. The OpenText ECM Suite is now being used to support many essential functions in the rapidly growing organisation. 

Healthdirect Australia is a COAG (council of Australian Governments) company and is jointly owned by the Commonwealth Government and the States and Territories. Its main service, the healthdirect Australia 24-hour nurse triage health advice and information telephone service was established in 2006. 

A public tender for an ECM platform was issued in August 2011. At that time, the IT department provided the core management and control of records, documents and information 

As part of a routine upgrade of its IT support systems, a need for further enhanced email and document management was identified . Staff numbers have grown rapidly over the past 12 months and all staff are now working with the ECM via a Web browser.  Healthdirect uses Atlassian Confluence CRM, an Australian product which is hosted locally. The desktop environment is a 50/50 mix between Windows 7 and Apple workstations with laptops running MS Office 2010 and Outlook 2010. 

Paper and electronic records are now being managed through their entire lifecycle from capture through to archiving or destruction. Rule based classification is allowing administrators to set automatic capture policies based on users ID, department and document title. Outlook is also integrated with the ECM via an OpenText software component called ‘Enterprise Connect’

As a rapidly growing organisation, on-boarding of new staff was targeted as one area where the ECM could add value, 

Knowledge Partners’ Commercial director Carl Lindemann said, “We are pleased to be providing Healthdirect Australia with an OpenText enterprise content management (ECM) . We believe its enhanced functionality will add real value”.