002465 - Preliminary Market Engagement (PME) for Workforce Management System

Description

Durham County Council is seeking to engage with the market to explore options for the provision of a Workforce Management System (WFM) capable of delivering the full range of requirements outlined below. The purpose of this engagement is to understand the market's capability to provide a modern, cloud-based solution that supports efficient workforce planning, scheduling, and performance management across the Councils Corporate Customer Services operation. The Council's Customer Services Department currently utilises a specialist hosted contact centre workforce management system which provides skill-based forecasting and scheduling across multiple communication channels for both office-based and remote agents. This system supports intraday forecasting using real-time data such as calls offered, average handling time (AHT), and agent/skill availability. It enables the monitoring of actual performance against forecast performance and provides real-time adherence tracking against schedules. An integral component of the current system is the agent interface, which includes schedule visibility and a vacation planner module. Please note, our estimated budget is approximately £18,000 per annum