Case Study: Canadian Healthcare Organization Tech Transformation
blog/case-study-canadian-healthcare-organization-tech-transformation | All Case Studies
2026-02-18
Case Snapshot
Client Profile
Healthcare-focused professional association operating in a regulated, public-interest environment. The organization operates under audit, compliance, and data integrity requirements typical of public-sector and healthcare-adjacent entities.
Engagement Type
ERP Software Selection including Business Requirements Definition and managing procurement (RFP).
Additional technology systems also undergoing transformation (selection and procurement):
Corporate Performance Management (CPM)/ Financial Planning and Analysis (FP&A)
Digital Asset Management (DAM)
Why RPL Was Engaged
The organization was operating on an end-of-life Microsoft Dynamics Great Plains (GP) system
Manual administrative processes and data integrity concerns were increasing operational risk
Audit and compliance requirements demanded a defensible, transparent selection process
Limited internal capacity existed to manage a complex ERP replacement and related technology modernization
RPL’s Role
Independent, vendor-neutral advisor leading ERP selection, procurement, and phased technology modernization through structured analysis, requirements definition, and criteria-based evaluation.
The Challenge
The organization relied on a legacy, on-premises ERP system that had reached end of life, creating increasing risk related to supportability, data integrity, and compliance. Manual administrative processes further contributed to inefficiencies, while audit and regulatory obligations required strong controls, traceability, and defensible decision-making.
Replacing the ERP required more than selecting new software. The organization needed a clear understanding of its end-to-end business processes, confidence that requirements were complete and approved, and a transparent procurement process aligned with public-interest and healthcare-adjacent governance expectations.
Midway through the ERP selection, the organization also identified an opportunity to modernize its on-premises Corporate Performance Management (CPM) solution to improve financial reporting and FP&A capabilities, requiring a controlled expansion of scope without disrupting the primary ERP timeline.
RPL’s Approach
RPL applied a structured, evidence-based approach focused on clarity, defensibility, and alignment with regulated-environment expectations.
Business Process Mapping & Requirements Definition
RPL conducted a series of structured workshops to develop a detailed understanding of the organization’s end-to-end business processes. These processes were documented and mapped, then used to support ERP requirements gathering and validation.
The process maps helped identify inefficiencies and opportunities to improve administrative workflows prior to system selection. Functional, technical, security, and compliance requirements were reviewed, refined, and formally approved by the client, establishing a clear and agreed foundation for procurement.
ERP RFP & Criteria-Based Selection
Using the approved requirements and process maps, RPL developed and issued a comprehensive ERP Request for Proposal (RFP). Vendor responses were evaluated using a structured, criteria-based methodology aligned to the organization’s operational, technical, security, and compliance needs.
RPL coordinated and participated in vendor demonstrations, applying customized scorecards to support consistent, objective comparison. A key objective of the selection was transitioning from a legacy, on-premises ERP to a modern, cloud-based platform capable of improving scalability, integration, and cost performance.
CPM RFI & Parallel Evaluation
Midway through the engagement, the scope was extended to include a Request for Information (RFI) for Corporate Performance Management tools. RPL conducted the RFI, evaluated responses, and facilitated demonstrations for three shortlisted CPM platforms, enabling the organization to assess financial reporting and FP&A modernization options alongside the ERP selection.
Phased Technology Modernization Support
Following the ERP selection, RPL continued to support the organization’s broader modernization roadmap. This included leading the selection and procurement of an AI-enabled digital asset management system through fit-gap analysis, vendor evaluation, and scoring, as well as a subsequent software selection initiative to modernize call centre operations using the same structured, defensible methodology.
Key Decisions & Trade-Offs
Transition from an on-premises ERP to a cloud-based platform to improve scalability and integration
Formal approval of requirements prior to procurement to support auditability and defensibility
Controlled expansion of scope to evaluate CPM solutions without delaying ERP selection ensuring enough internal (RPL) and external (client) resources available
Phased modernization approach to reduce risk and maintain operational continuity
Outcomes & Value Delivered
The ERP selection concluded on schedule, with the organization executing a contract with the selected vendor and proceeding into implementation with the new system as the system of record for financial data.
Immediate Outcomes
Reduced administrative cycle times through improved process alignment
Increased data accuracy and consistency
Enhanced audit readiness and record integrity
Optimized total cost of ownership through more appropriate licensing and deployment models
Subsequent modernization initiatives delivered measurable results, including improved content retrieval speed, increased asset reuse, workflow efficiency, and user adoption following implementation of the digital asset management solution.
Why It Worked
Vendor-neutral, independent advisory approach
Strong emphasis on documented processes and approved requirements
Transparent, criteria-based procurement aligned with regulated-environment expectations
Ability to manage scope evolution without disrupting core delivery
Consistent methodology applied across multiple technology selections
Services Demonstrated
ERP Software Selection & Advisory
RFP & Procurement Leadership
Business Process Mapping & Requirements Definition
Corporate Performance Management (CPM) RFI
Digital Asset Management Software Selection
Client details have been summarized or anonymized to respect confidentiality while preserving the substance of the engagement.
