Content Services Platform

The Vendor is required to provide content services platform (CSP) as a software-as-a-service (SaaS) solution must support enterprise content management, workflow automation, case management, and intelligent capture across healthcare, academic, and public sector operations within all system institutions.
- CSP platform components
•    Content management core: document repository, version control, metadata management, full-text search, secure viewing
•    Business process automation (BPA): low-code workflow designer, routing engine, task management, notifications
•    Case management: dynamic case folders 360 degree entity views, document checklists, case status tracking
•    Intelligent capture: AI/Ml document classification, data extraction, exception queue, confidence scoring
•    Integration framework: pre-built connectors for epic (FHIR/hl7), workday, oracle ERP, salesforce CRM
•    Reporting and analytics: usage dashboards, audit reporting, SLA metrics, custom report builder
- Platform delivery requirements:
•    Multi-tenant SaaS architecture with dedicated system instance - minimum 99.5% monthly uptime SLA (excluding scheduled maintenance). 
•    Failure to meet this uptime requirement will result in service credits as defined in the service level agreement.
•    Compliance: SOC 2 type ii, ISO 27001, and FIPS 140-2 encryption. 
•    FIPS 140-2 encryption for data at rest and in transit 
•    Mobile-responsive web interface (iOS and android compatible)
- Core functional requirements
1. Content management and workflow
•    Lifecycle services: version control, check-in and check-out, and document relationship  linking
•    Configurable metadata ABD indexing for robust search and filtering 
•    Unified document viewing within host application (e.g., epic hyperspace or workday UI).
•    BPA designer: a low-code, graphical designer for building and modifying workflows.
2. Data capture and intelligent ingestion
•    Omni-channel capture from high-volume scanners, virtual print drivers, mobile  devices, and email and other digital sources
•    Intelligent capture capabilities (OCR/ICR): leveraging AI and machine learning to  extract discrete data elements from unstructured forms (e.g., transcripts, invoices, medical records)
•    Exception queue: workflows for manual review when confidence scores fall behind threshold.
3. Business process automation (BPA) and workflow
•    A low-code, graphical designer that enables users to build and modify workflows without advanced programming.
•    Routing logic supporting sequential, parallel, and conditional routing based on metadata and business rules.
•    Task management features including user work queues, automated email Email notifications, and escalation for aging and stagnant items.
4. Case management
•    Dynamic case folders with 360-degree entity views
•    Automated checklist tracking of required and missing documents
- Technical and integration requirements
1. Enterprise integration
•    EMR integration with epic
•    Bi-directional ERP and CRM integration  (workday, oracle, and salesforce)
•    SSO via SAML 2.0 or OpenID connect
2. Security and governance
•    Comprehensive audit trails of all user actions
•    Automated records retention management, including support for legal holds on specific content.
•    Role-based access (RBAC) aligned to job functions
- Provide content services and workflow automation services encompassing:
•    Content management services – design, configure, and operate a centralized content repository supporting document storage, version control, metadata, search, and secure access across healthcare, higher education, and public sector use cases.
•    Business process automation (BPA) services – implement low code workflows to digitize manual processes, including routing, approvals, notifications, and system to system automation.
•    Case management services – configure case centric workspaces that aggregate all related documents, data, and tasks for defined entities (e.g., patients, students, vendors, or contracts), with support for checklists and status tracking.
•    Intelligent capture services – provide Omni channel capture (scanning, virtual print, Email, mobile) and intelligent capture using OCR and ICR and machine learning to classify documents and extract key data elements, with exception handling for low confidence results.
•    Integration services – design, implement, and support integrations with institutional participants’ ERP, CRM, and EMR platforms (including, as applicable, epic and other systems), as well as identity management (SSO) and analytics platforms, to ensure seamless interoperability and a unified user experience.
•    Implementation, training, and support services – provide project management, solution design, configuration, testing, migration, administrator and end user training, and ongoing technical support and maintenance in alignment with industry best practices and the requirements.