Workforce Management Tool

Description

Request for Information in relation to a Workforce Management Tool for Social Security Scotland Lot 1: Social Security Scotland is carrying out soft market testing in relation to a Workforce Management (WFM) tool. The tool needs to support demand forecasting, workforce planning, real-time operational management, employee self-service, reporting and integration with relevant Social Security Scotland systems. Integration with Storm telephony is a critical requirement. The principal capability areas are: -Demand Forecasting: Contact demand forecasting, workload forecasting, capacity planning and scenario modelling. -Workforce Planning: Automated schedule generation, shift optimisation, multi-skill scheduling and support for flexible working patterns. -Real-Time Operations: Intraday management, adherence monitoring, schedule adjustment and operational alerts. -Employee Self-Service: Schedule viewing, annual leave requests, shift swaps and availability management. -Reporting and Analytics: Operational dashboards, forecast accuracy reporting, productivity metrics and workforce performance reporting.