Opal Healthcare Maica/ERP Implementation

Run a workshop to agree project governance and ways of working, covering meeting cadence, decision making, escalation paths, status reporting, and collaboration tooling, and document the outcomes for the whole project team.

Define the future vision and success measures for the implementation, articulating what good looks like post go live and agreeing measurable KPIs and baselines so benefits can be tracked objectively throughout the project.

Provision the tooling required to govern the project, such as Jira, Confluence, and reporting dashboards, including configuration, access for team members, and templates to support consistent tracking and documentation.

Align the detailed project schedule across all workstreams and both organisations, confirming task ownership, dependencies, resource availability, and key dates so that the plan is realistic and agreed by the whole team.

Collect detailed functional and non-functional requirements through workshops and stakeholder interviews, documenting them in a structured backlog with priorities and acceptance criteria to drive design and build activities.

Define the future state business processes that the Maica/ERP solution will support, mapping end to end workflows, roles, and handoffs, and highlighting changes from current state to guide configuration and change management.

Define the functional design of the solution, detailing how each business requirement will be delivered through Maica/ERP configuration, customisation, and process design, and document it for stakeholder review and sign off.

Define the non-functional design covering performance, scalability, availability, usability, and maintainability requirements, and describe how the Maica/ERP solution architecture will satisfy each of these quality attributes.

Define the security and compliance design, covering authentication, authorisation, data protection, auditing, and regulatory obligations relevant to aged care, ensuring the solution meets Opal Healthcare's security standards.

Define the integration design between Maica, the ERP, and connected systems, specifying interfaces, data mappings, transformation rules, error handling, and monitoring for each integration identified in the assessment phase.

Define the design of reports and dashboards, capturing the reporting requirements of each stakeholder group and specifying layouts, data sources, metrics, and refresh frequency for operational and management reporting.

Define the data dictionary for the solution, documenting entities, fields, definitions, formats, and allowable values across Maica and the ERP so all teams share a consistent understanding of data throughout the project.

Define the data governance design, establishing data ownership, stewardship roles, quality standards, and maintenance processes to keep data accurate, secure, and well managed both during the project and after go live.

Play back the consolidated requirements to Opal Healthcare stakeholders in structured sessions, confirming shared understanding of each requirement, its priority, and its intended solution treatment, and capturing corrections or clarifications before design documentation is finalised. Concludes with formal alignment on the requirements baseline that the functional and technical designs will be built against.

Plan business continuity and disaster recovery for the new solution, defining recovery objectives, backup strategies, failover arrangements, and continuity procedures so critical care operations can withstand system outages.

Plan identity and access management for the solution, defining user provisioning, authentication approach, role based access, and deprovisioning processes aligned to Opal Healthcare's security and compliance requirements.

Define the process for managing non-production sandbox environments, including how they are created, refreshed, and retired, who can access them, and how test data is handled to support safe build and test activities.

Define the process for managing the production environment, covering change control, release management, monitoring, incident handling, and access governance to protect stability and data integrity once the solution is live.

Set the terms of reference for environment management overall, defining the purpose of each environment, ownership and responsibilities, usage rules, and escalation paths that govern all environment related activities.

Develop and document detailed test cases covering functional, integration, and regression scenarios, each with preconditions, steps, and expected results, providing a repeatable basis for test execution and defect tracking.

Develop and document end to end test scenarios that reflect real Opal Healthcare business processes, ensuring critical workflows across Maica and the ERP are exercised and traceable back to requirements during testing.

Build and maintain the requirements traceability matrix, linking each requirement to its design elements, test cases, and delivery status so coverage can be demonstrated and gaps identified throughout the project.

This includes:

• Overall Strategy
• Team, Roles, and Responsibilities
• Timelines
• Tools

Select the tools that will support testing, evaluating options for test case management, defect tracking, and automation, and confirming licensing, setup, and integration with the project's delivery and governance tooling.

This includes:

• Unit Testing
• Build Verification Testing
• System Integration Testing
• Performance Testing (Scale Testing)
• Security/Identity Testing
• User Acceptance Testing
• Regression Testing

Define the data reconciliation strategy, specifying how migrated data will be validated against source systems, including record counts, financial balancing, sampling methods, and sign off criteria for migration acceptance.

Document the detailed data migration plan, covering migration runs, sequencing, tooling, roles, cutover timings, and rollback provisions, providing the executable playbook for trial migrations and the final production load.

Assess the quality of data in the source systems, profiling completeness, accuracy, consistency, and duplication across key data domains, and report findings to shape the cleansing rules and overall migration approach.

Define the data cleansing strategy and rules, specifying how quality issues found in source data will be corrected, standardised, or excluded, and who is responsible for remediation ahead of each migration cycle.

This includes:

• Overall data migration strategy
• Roles and Responsibilites
• Risk Analysis
• Timelines
• Cutover Strategy
• Fallback Strategy

Produce the source-to-target data mapping, documenting how each source field maps to Maica/ERP fields, including transformation logic, default values, and lookup translations, as the definitive migration specification.

Define the communications plan for the implementation, identifying stakeholder audiences, key messages, channels, timing, and owners so everyone affected receives clear, consistent updates throughout the project.

Define the post go live support model, covering support tiers, roles and responsibilities across Opal Healthcare and Maica, escalation paths, service levels, and handover from the project team to ongoing operations.

Assess the ICT support requirements for the new solution, identifying the skills, capacity, tooling, and access Opal Healthcare's ICT teams will need to support Maica/ERP effectively once it is in production.

Analyse training needs across the organisation, identifying user groups, current capability, and the knowledge required to work with Maica/ERP, producing a training plan covering content, delivery methods, and timing.

Analyse the impact of the new solution on the organisation, assessing how roles, responsibilities, processes, and daily ways of working will change, and identify actions to manage those impacts ahead of go live.

Map how existing business processes are impacted by the Maica/ERP solution, comparing current and future state to highlight changed, new, and retired process steps and the teams affected by each change.

Plan the hypercare period following go live, defining its duration, staffing, issue triage and escalation processes, and exit criteria to ensure users receive intensive support while the solution stabilises.

Plan the rollback approach for go live, defining the triggers, decision points, technical steps, and communications required to safely revert to legacy systems if critical issues arise during or after cutover.

Plan the go live readiness assessment, defining the readiness criteria, checklists, and sign offs across solution, data, people, and support dimensions that must be met before the decision to proceed with cutover.

Plan the cutover from legacy systems to Maica/ERP, defining the detailed runsheet, timings, task owners, verification checkpoints, and go/no-go decision points that govern the transition into production.

Build and configure core Maica claiming functionality, covering claim generation, submission, and processing for Opal Healthcare's funding streams, validated against the functional design and ready for testing.

Build the integration between Maica and Microsoft Dynamics 365 via Boomi, developing the interfaces, mappings, and error handling defined in the integration design and verifying data flows correctly end to end across systems.

Deliver the Maica MAC Portal capability through the planned package upgrade, applying and configuring the upgraded components, and verifying portal functions operate correctly within Opal Healthcare's environment.

Build and configure the optional Maica MCP component, subject to scope confirmation, applying the agreed design and validating functionality, security, and access controls within Opal Healthcare's environment.

Build and configure the optional Maica Forms and Documents capability, setting up templates, generation logic, and storage in line with the agreed design, and validate outputs against Opal Healthcare's document requirements.

Set up the optional Maica University capability, provisioning access and curating the learning content relevant to Opal Healthcare's roles so users can build Maica knowledge through structured self paced training.

Single Salesforce org is the working assumption; the perceived performance issues sit in the ageing Dynamics platform, not Salesforce, so two instances are not believed to be required. Maica replaces large swathes of GEM functionality currently delivered through full integrations and custom UI/UX.

The work is a discovery exercise to identify the exact touch points and handover points between existing GEM processes and Maica processes (for example: referrals arriving as leads, an opportunity process in GEM capturing the resident's profile, converting into a service agreement in Maica, with Maica used for submission of aged care entry events), then build to stitch those workflows together within the one instance.

A shared bank data ingestion framework applied across BPay, direct bank receipts, credit card reports and Centrepay, plus the DD run bank file writer in Opal's exact current format, the BPay check digit routine, DD dishonour matching logic, and the cash and cheque banking function (the register's one Not Meet item).

The architecture of this solution is yet to be determined so costs are indicative only.

Assume Opal Healthcare wants to retain what they have in Airdocs.

On the assumption that existing document templates can be submitted via API with the generated document returned via the same path; this is a Salesforce integration with Airdocs using Maica data to generate the documents.

Also put forward an alternate costing using Maica docs, where the integration already exists so there is no ground-up build, a significant cost saving, and licensing costs Vertic can control.

A user provisioning flow triggered when the appropriate steps are taken in the HRIS, automatically provisioning a user in Salesforce with the correct permissions.

Map HRIS user profiles to Salesforce/Maica users, with a matrix of permissions assigned by role.

Confirm the HRIS platform so the development effort can be more accurately quoted.

Configure the user role hierarchy for the Maica solution, defining roles that reflect Opal Healthcare's organisational structure and reporting lines to control record visibility and support accurate data access.

Configure the permission sets for the Maica solution and assign them to the relevant user groups, granting object, field, and feature access in line with each role's responsibilities and the agreed security design.

Configure the sharing rules that extend record access beyond the role hierarchy, defining criteria and ownership based rules and assigning them so teams can access the records they need without over exposing data.

Configure the system integration components connecting Maica, the ERP, and surrounding systems, establishing connections, authentication, and endpoints per the integration design and verifying connectivity between environments.

Configure the integration middleware supporting the Maica/ERP interfaces, setting up the Boomi processes, environments, connectors, and error handling framework so integrations can be built, deployed, and monitored reliably.

Prepare and verify the production migration ahead of cutover, confirming the environment, final data extracts, tooling, and runsheet are ready and that entry criteria from trial migration cycles have been fully met.

Execute the production data migration during cutover, running the final extract, transform, and load into the Maica/ERP production environment and completing reconciliation and sign off per the data migration plan.

Run iterative test migration cycles, executing full extract, transform, and load passes into non-production environments, measuring reconciliation results and refining mappings and cleansing rules after each cycle.

Cleanse and transform source data iteratively per the agreed cleansing rules and source-to-target mappings, correcting quality issues and refining transformation logic ahead of each migration cycle and the production load.

Analyse and prepare the source data for migration, confirming extract methods, profiling data domains, and readying source systems and staging areas so migration cycles can run against reliable, well understood inputs.

Extract, transform, and load a representative subset of source data into Maica/ERP to prove the end to end migration approach early, validating mappings, tooling, and load performance before full test migration cycles.

Perform final verification testing immediately before go live, confirming critical business processes, integrations, and migrated data operate correctly in the production environment ahead of the go/no-go decision.

Execute regression testing across the entire solution, re-running critical test cases after fixes and changes to confirm existing Maica/ERP functionality, integrations, and configurations remain unaffected.

Conduct user acceptance testing with Opal Healthcare business users, executing real world scenarios against agreed acceptance criteria and capturing defects and sign off to confirm the solution is fit for purpose.

Test the security and permissions configuration, verifying user roles, permission sets, and sharing rules grant correct access per user group and that no group can view or modify data beyond its intended scope.

Verify each completed solution build component against its functional design, confirming configuration, customisations, and integrations behave as specified before releasing them into broader system and acceptance testing.

Perform unit testing of individual solution components as they are built, validating configuration items, customisations, and integration elements in isolation and resolving defects before build verification testing.

Conduct performance and scale testing of the Maica/ERP solution, validating response times, integration throughput, and batch processing under production like data volumes and user loads to confirm the solution performs at Opal Healthcare's scale.

Manage the implementation scope on an ongoing basis, tracking delivery against the agreed scope baseline, assessing proposed additions or removals, and routing scope changes through the change control process.

Manage risks and issues day to day, capturing new items as they arise, assigning owners and actions, tracking resolution progress, and reporting significant risks and issues through project governance.

Manage the project schedule and timeline on an ongoing basis, tracking task progress against the plan, updating dependencies and forecasts, and flagging slippage early so corrective action can be agreed.

Manage project change control, assessing the scope, schedule, and cost impacts of proposed changes, documenting change requests, and securing the appropriate approvals before changes are incorporated into the plan.

Track and report the project budget on an ongoing basis, monitoring actuals and forecasts against the approved budget, managing invoicing and payments, and flagging variances through governance channels.

Track the organisational benefits expected by Opal Healthcare, monitoring the agreed measures against baselines throughout the project and reporting progress so benefits realisation stays visible and on course.

Commence the Maica production licenses at go live, activating the subscription per the commercial agreement and confirming license counts, entitlements, and billing arrangements are correctly in place for Opal Healthcare.

Activate the ongoing support journey for Opal Healthcare, transitioning from hypercare into Maica's standard support arrangements, including support access, contact channels, and case management processes.

Report on solution adoption during hypercare, tracking usage metrics, login activity, and process uptake across user groups to give stakeholders assurance that the solution is being adopted as intended.

Resolve defects on an ongoing basis during hypercare, triaging reported issues, prioritising fixes, deploying corrections, and verifying resolutions with affected users while keeping stakeholders informed of progress.

Run a daily check in during hypercare to review new issues, adoption progress, and open actions, ensuring the project and support teams stay aligned and that emerging problems are addressed quickly after go live.

Execute the production deployment per the deployment plan and runsheet, performing each step in sequence, verifying checkpoints along the way, and recording outcomes and any deviations for the deployment record.

Provision production users and verify their access, creating accounts, assigning roles and permission sets, and confirming users from each group can log in and reach the functions they need ahead of go live.

Activate all components of the Maica/ERP solution in production, enabling integrations, scheduled jobs, automations, and portals, and verifying each component operates correctly once switched on in the live environment.

Provision and verify the production environment ahead of deployment, confirming the org configuration, installed packages, connectivity, and access controls are ready to receive the solution and migrated data.

Execute the production data migration as part of deployment, loading the final cleansed and transformed data into the live environment and completing reconciliation and sign off before users commence work.

Deploy the built solution into production, promoting the configuration, customisations, and integrations from lower environments and verifying the deployment completed cleanly per the deployment documentation.

Document the production deployment plan, detailing the deployment sequence, runsheet, responsibilities, verification checkpoints, and rollback provisions that will govern the production deployment execution.

Execute the fullcopy sandbox deployment per the sandbox deployment plan, performing each step in sequence and recording outcomes, providing a complete rehearsal of the production deployment approach.

Provision users in the fullcopy sandbox and verify their access, creating accounts and assigning roles and permission sets so testing and rehearsal activities can proceed with production like user configurations.

Activate all solution components in the DevOps requirements, fullcopy sandbox, enabling integrations, automations, and portals in a production like setting and verifying each component operates correctly before the production deployment.

Provision and verify the fullcopy sandbox environment, confirming it is refreshed from production, correctly configured, and accessible so it can serve as the rehearsal ground for deployment and migration activities.

Execute the production data migration into the fullcopy sandbox where feasible, rehearsing the full data load with production scale volumes to validate timings, tooling, and reconciliation ahead of the real cutover.

Deploy the built solution into the fullcopy sandbox, promoting configuration, customisations, and integrations exactly as planned for production to prove the deployment package and sequence work end to end.

Document the sandbox deployment plan, detailing the deployment sequence, runsheet, responsibilities, and verification checkpoints for the fullcopy sandbox rehearsal that precedes the production deployment.

Provide a dedicated Maica hypercare lead across the four month period, acting as the single point of contact for Opal Healthcare. Triage all incoming issues and questions, coordinate resolution across Maica and Opal teams, maintain the hypercare log, and manage the tapering support cadence as the solution stabilises. Estimated at approximately two days per week across the period.

Resolve defects and stabilise the solution across the four month hypercare period, covering investigation, fix, test, and deployment of corrections across Maica configuration, integrations, and automations. Includes root cause analysis for recurring issues and preventative adjustments, with effort weighted toward the first two months and tapering as defect volumes reduce.

Provide ongoing user support and coaching across the four month period through scheduled office hours, targeted coaching sessions for teams or roles showing adoption difficulties, and short Loom walkthroughs answering common questions. Focused on embedding correct process usage and lifting confidence across Opal Healthcare's operational teams.

Provide hands on support through the first four month-end claiming and billing cycles in the live environment, covering claim generation and submission, billing runs, direct debit file production, receipting, and reconciliation against D365. Each cycle is supported end to end so issues are caught and corrected within the cycle rather than compounding into the next.

Monitor the Boomi integration processes between Maica and Dynamics 365 across the four month period, reviewing error queues, resolving failed transactions, and performing periodic reconciliation checks to confirm data remains aligned across systems. Includes tuning of error handling and alerting based on live operating patterns.

Produce structured hypercare reporting across the four month period: weekly summaries of open issues, resolution progress, and system health in the early weeks, moving to monthly reporting as the solution stabilises. Includes tracking adoption indicators and updating the benefits register with early realisation evidence.

Run a formal checkpoint at the end of each of the four hypercare months, reviewing defect trends, adoption indicators, and operational stability against the agreed exit criteria. Each checkpoint confirms whether the support cadence can taper for the following month, with the final review forming the governed hypercare exit decision.

Complete the financial closure of the project, finalising invoices and payments, reconciling actual costs against budget, closing purchase orders, and reporting the final financial position to stakeholders.

Complete the operational closure of the project, releasing project resources, closing project tooling and access, and confirming outstanding actions are transferred to owners in the business as usual organisation.

Document the project closure report, summarising delivery against scope, schedule, and budget, outstanding items and their owners, lessons learned, and formal acceptance for presentation to the Steering Committee.

Update the organisational benefits register at project close, recording actual results against the baselined measures and setting out how remaining benefits will be tracked by Opal Healthcare beyond the project.

Conduct the post implementation review, gathering feedback from stakeholders across both organisations, assessing what worked well and what could improve, and documenting lessons learned for future initiatives.

Hand over technical solution support to the ongoing owners, transferring known issues, workarounds, monitoring duties, and technical contacts so support of the Maica/ERP solution continues seamlessly in BAU.

Hand over the BAU processes and procedures, confirming the documented operational processes are understood and owned by the responsible teams as they take on day to day operation of the Maica/ERP solution.

Hand over environment management to BAU owners, transferring responsibility for sandbox refreshes, release management, and environment governance per the environment management processes defined in the project.

Hand over security and identity management to BAU owners, transferring responsibility for user provisioning and deprovisioning, access reviews, and the maintenance of roles, permission sets, and sharing rules.

Hand over BAU systems and solution operations, transferring responsibility for scheduled jobs, integrations monitoring, routine maintenance, and operational reporting to the teams running the solution day to day.

Transfer knowledge to Opal Healthcare's teams ahead of handover, walking through the solution design, configuration, integrations, and support procedures so client staff can confidently own and operate the solution.

Finalise all project and solution documentation, ensuring design documents, runbooks, training materials, and knowledge base articles are complete, current, and stored where BAU teams can readily access them.

Activate the ongoing support model where chosen, standing up the agreed support arrangements between Opal Healthcare and Maica, including service levels, contacts, and case management, as hypercare concludes.

Make the formal hypercare exit decision, assessing stability, defect trends, and adoption against the agreed exit criteria and securing stakeholder sign off to conclude hypercare and move to standard support.