Knosys secures deal to provide back of house knowledge management for government health service

If you’ve ever wanted to determine the cause of that ache, pain, cough or sniffle sans doctor, you’ve likely found yourself at Healthdirect’s symptom checker. Aside from hosting a hypochondriac’s best friend, Healthdirect is a valuable resource, providing free Australian health advice. The government-funded service comprises a website, a National Health Services Directory and a 24/7 helpline (Nurse On Call in Victoria) allowing everyone to access reliable, accurate health information. 

Helping Healthdirect run smoothly is Knosys Limited (ASX: KNO) who are set to provide the service with a Knowledge Management Platform known as KnowledgeIQ. Healthdirect has signed a deal with Knosys for a two (plus an additional two, all going well) year contract allowing them access to the platform for a total value of over $650,000. Licence fee revenue is set to commence in September 2022, following a 3 month implementation period. 

Healthdirect will use KnowledgeIQ as a knowledge management system amongst their call centre agents to give current and consistent advice to callers. 

The deal comes after the recent signing of two others with Service Tas and Service SA, putting Knosys on the map as a knowledge management provider for government and enterprise in Australia. 

Commenting on the deal, Knosys’ Managing Director John Thompson said: “Healthdirect Australia is looking to provide a new knowledge management system that can be used by call centre agents as a single source of truth. Over time, we expect our knowledge management solution will also be used by other groups providing aged care services and advice. The solution will initially support 1,000 agents and is expected to grow over time as services are broadened.

“Activity in the knowledge management sector has been strong, due to pent-up demand following Covid business disruptions, and a trend in Australia of on-shoring contact centres to deliver better customer experience. Partnering with Healthdirect Australia is an important step towards expanding market share in the health sector moving forward.”

For the March quarter ended 31 March 2022 the SaaS company reported annual recurring revenue of $8.9 million following the extension of a major contract with telecommunications company, Optus valued at over $2 million. Cash remaining at the end of the quarter was $2.8 million with an expected uptick in cash receipts come Q4 FY22 from tax claims and annual subscription payments.