Primary Health Network: Value Chain Map

Commissioning lifecycle · General practice support · Corporate backbone

a platform by Norbrik

PHN SECTOR INSIGHT

NORBRIK · ISO/IEC 27001 CERTIFIED

Commissioning

Practice support

Operations

Clinical programs

Community & population

Governance & quality

Shared / data

Adoption path:

TYPICAL TODAY

START HERE

BUILD ON

Commission

STAGE 1

Assess

Population health needs assessment: data, gaps, inequities

Data: HNA evidence base

Community: Consumer voice

STAGE 2

Plan

Priorities, activity work plans, funding allocation to DoH

AWP: Activity work plans

DoH, Funding schedules

STAGE 3

Co-design

Models of care shaped with providers, consumers, LHD

Engagement: Workshops

Clinical: Model of care

STAGE 4

Procure

EOI / tender, evaluation panels, award decisions

Tenders: EOI pipeline

Probity: Evaluation records

STAGE 5

Contract

Provider agreements, schedules, variations, payments

Contracts: Lifecycle

Finance: Payment schedules

STAGE 6

Monitor

Provider performance, KPIs, clinical governance, issues

Performance: Provider reports

Clinical governance: Issues

STAGE 7

Evaluate

Outcomes vs value, DoH reporting, re-commission or exit

Outcomes: Evaluation

DoH: Performance reports

Practice

STAGE 1

Engage

GP practice relationships, visits, requests, issues

Practices: CRM / visits

Support: Request intake

STAGE 2

Support

Accreditation, quality improvement, PIP QI, data sharing

QI: Improvement cycles

Data: Practice extracts

STAGE 3

Educate

CPD events, webinars, GP & nurse training programs

Events: CPD calendar

Training: Attendance / certs

STAGE 4

Digital

HealthPathways, My Health Record, telehealth, ePrescribing

HealthPathways: 800+ pathways

Digital health: Adoption

STAGE 5

Workforce

Primary care workforce planning, recruitment support, PCMH

Workforce: Programs

PCMH: Medical home model

Ops

STAGE 1

Funding & Finance

DoH funding streams, budgets, provider payments, audit

Finance: ERP / general ledger

Procurement: Purchase requests

STAGE 2

People

Recruit, onboard, develop, retain PHN staff

HR, Onboarding

Intranet: Staff comms

STAGE 3

Quality & Risk

Controlled documents, policies, complaints, risk register

QMS, Controlled documents

Risk: Incidents / complaints

STAGE 4

Projects

Program & project delivery, PMO visibility

PMO: Portfolio tracking

Reporting: Status

STAGE 5

Governance

Board, strategy, DoH accountability, community impact

Board: Papers / packs

Analytics: Outcome KPIs

Commissioned Program Areas: The Typical PHN Portfolio

Mix and weighting vary by region · driven by the local needs assessment

Mental Health & AOD

Stepped care: low intensity to complex
Suicide prevention: aftercare, community
headspace / youth, commissioned centres
Alcohol & other drugs: treatment services
Psychosocial support: severe MI

Chronic Conditions

Diabetes & chronic disease: alliances with the LHD/HHS
Care coordination: complex/chronic patients
Prevention: lifestyle, screening
Urgent care / after-hours: ED avoidance

Older People & Palliative

Aged care navigation: access & linkages
RACF in-reach: GP support into homes
Palliative care: community-based
Dementia: pathways & support

Priority Populations

First Nations health: ITC, cultural safety
Refugee & CALD: culturally & linguistically diverse communities
Children & families: early intervention
Homelessness / hardship: access programs

Intersection 1

Provider: one org spans tenders, contracts, performance, and practice support

Intersection 2

Contract / schedule: links DoH funding, provider payments, KPIs, and reporting

Intersection 3

Health need: HNA priority drives AWP, co-design, procurement, and evaluation

Intersection 4

GP practice: touchpoint for QI, education, digital health, and workforce

Intersection 5

Data & outcomes: practice extracts + provider reports feed HNA and DoH accountability

Where This Work Typically Lives Today

The common PHN current state: capable people compensating for disconnected tooling

Contracts & performance

Spreadsheets, email chains, shared drives · Commissioning team

MANUAL

Provider reporting

Excel templates emailed each quarter, re-keyed · Program leads

MANUAL

Quality & doc control

Aging SharePoint workflows or paper-era QMS · Quality team

LIVE AGING

Procurement / approvals

Custom SharePoint / legacy forms + ERP integration · Finance

LIVE AGING

Practice engagement

CRM-ish spreadsheets, Outlook memory, event tools · Practice support

MANUAL

DoH reporting

Hand-assembled from all of the above, every cycle · Exec / PMO

MANUAL

The BPA Platform: How It Helps

One platform · configured, not coded · delivered by Norbrik · ISO/IEC 27001 certified

BPA (bpautomate.com) is the business process automation platform built and delivered by Norbrik. Registers, forms, approval workflows, portals, dashboards and AI agents are configured on one secure platform, so each opportunity below is a configuration exercise measured in weeks, not a software build measured in years. Everything sits on the same data model, so contracts, providers, practices and reports connect instead of living in separate tools.

Registers

Structured records for anything, providers, contracts, practices, KPIs, with history, security and audit built in.

Forms & Portals

Internal forms and secure external portals: providers and practices submit directly instead of emailing spreadsheets.

Workflows & Approvals

Multi-step approvals, delegations, reminders and escalations: probity trails and review cycles run themselves.

Dashboards & Reports

Live views over the same data: programs, exec and board see the one truth; DoH extracts assemble from source.

AI Agents

Triage inbound email, extract data from documents, draft responses and summaries: humans stay in control of decisions.

Integrations

Connects to ERP/finance, Microsoft 365, email and external APIs: BPA orchestrates, existing systems stay in place.

Worked example: provider quarterly reporting, end to end

Portal

Provider submits

Secure portal form replaces the emailed Excel template; validation at the point of entry.

AI Agent

Data lands clean

Attachments read and extracted; figures land against the right contract and KPIs: no re-keying.

Workflow

Exceptions routed

Late, missing or off-target reports auto-chase the provider and flag the program lead.

Dashboard

One live view

Program, exec and board dashboards update the moment data lands.

Report

DoH reporting

Cycle reporting assembles from source data: days of hand-compilation become review-and-send.

BPA Automation Opportunities: Where the Platform Fits

Commissioning Pipeline

START HERE

EOI → tender → evaluation → award as a governed flow; probity trail, panel scoring, AWP linkage

Portal · workflow · registers · audit

Contract & Provider Mgmt

START HERE

Contract lifecycle, variations, milestones, provider portal for self-service performance reporting

Registers · provider portal · dashboards

Practice Support CRM

BUILD ON

Practice register, visits, requests, QI activity, event/CPD management with attendance & certificates

Registers · forms · AI email triage

Quality & Doc Control

START HERE

Modernise legacy doc control: owners, templates, approval flows, review reminders, complaints & risk register

Workflow · reminders · registers · audit

Procurement Modernisation

START HERE

Rebuild aging purchase-request forms on BPA: requests, approvals, delegations, ERP integration

Forms · approval workflow · ERP integration

Engagement & Intake

BUILD ON

Public forms + triage: consumer feedback, co-design EOIs, grants intake, stakeholder comms tracking

Public forms · AI triage · workflow

Where would automation move the needle for your PHN?

We use this map as the starting point for a working session with your team: overlay your current systems, find the manual seams, and shortlist the two or three opportunities with the fastest payback. No obligation, and you keep the annotated map.

Book a discovery conversation

bpautomate.com · delivered by Norbrik · download PDF

Disclaimer: Norbrik Pty Ltd · ABN 70 600 064 631

© 2026 Norbrik Pty Ltd (ABN 70 600 064 631) (“Norbrik”). All rights reserved. BPA is a platform owned and delivered by Norbrik Pty Ltd; all engagements are contracted with Norbrik Pty Ltd. This document is a general discussion aid. It describes the typical Primary Health Network operating model, drawn from publicly available information and Norbrik's sector experience; it does not represent the specific operations, systems or current state of any particular organisation, and the mix and weighting of activities will vary by PHN. Automation opportunities shown are indicative only and are subject to discovery and agreed scope. Norbrik shall not be liable for any losses, damages, costs or expenses arising from reliance on the contents of this document. Products referred to in this document are trademarks of their respective owners or suppliers, and these trademarks are hereby acknowledged.