Case Study
Modern Provider Management Platform Using Salesforce and MuleSoft
Replacement of the National Approved Provider System with a modern provider management platform supporting aged care reform.
Client
Program Context
Timeframe
Service Area
Engagement Type
The Challenge
The Department of Health, Disability and Ageing needed to replace the ageing National Approved Provider System with a modern provider management capability that could support aged care reform, stronger compliance, improved transparency and better engagement with aged care providers.
The program operated in a complex multi-vendor environment, with legacy constraints, evolving policy and regulatory requirements, and a phased delivery model. The new platform needed to support current reform priorities while also providing a scalable foundation for future expansion.
Pinaka’s Role
Pinaka supplied senior architecture personnel with strong CRM, integration and Commonwealth delivery experience to support the GPMS platform.
The supplied personnel contributed to solution architecture for a greenfield SaaS CRM implementation based on Salesforce, supported by MuleSoft-enabled integration patterns and business-to-government API capabilities.
Their work included engaging with business, policy, technology and vendor stakeholders to understand provider management requirements, regulatory obligations, data needs and staged rollout priorities. They also contributed to contestability and design assurance over proposed implementation approaches, helping maximise the use of platform capability, reduce unnecessary customisation and support long-term sustainability.
Capabilities Demonstrated
- Salesforce CRM
- MuleSoft Integration
- Solution Architecture
- Integration Architecture
- API Design
- SaaS Platforms
- Design Assurance
- CRM Modernisation
- Federal Government Transformation
- Provider Management
Outcomes Supported
Management platform
Contributed to the rollout of a modern provider management platform to address core legacy constraints.
Salesforce & API Intergration
Improve transparency and streamline interactions
Helped improve transparency and streamline interactions between providers and government.
Strengthened foundations
Design assurance
Scalable architecture
Contributed to a more scalable architecture for future expansion.
Support
Supported modular design, integration patterns and reusable API foundations.
Why it matters
This engagement demonstrates Pinaka’s ability to provide senior CRM and integration architecture personnel who can contribute effectively in complex Commonwealth reform environments. It highlights Pinaka’s strength in supplying people who can work across policy, business, vendor and technical stakeholders to support modern platform delivery without overstating Pinaka as the sole delivery owner of the program.