Tender Details

Country: United Kingdom
Summary: 002465 - Preliminary Market Engagement (Pme) for Workforce Management System
GBT Ref No: 130189961
Deadline: 28 Nov 2025
Financier: Self Financed
Purchaser Ownership: Government
Tender Value: Refer Document
Notice Type: Tender
Document Ref. No.:
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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
CPV classifications: 48000000 - Software package and information systems
Documents:

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002465 - Preliminary Market Engagement (Pme) for Workforce Management System - Greatbritain Tender

The DURHAM COUNTY COUNCIL, a Government sector organization in United Kingdom, has announced a new tender for 002465 - Preliminary Market Engagement (Pme) for Workforce Management System. This tender is published on GreatbritainTenders under GBT Ref No: 130189961 and is categorized as a Tender. Interested and eligible suppliers are invited to participate by reviewing the tender documents and submitting their bids before the deadline on 2025-11-28.

The estimated tender value is Refer Document, and full details, including technical specifications and submission requirements, are provided in the official tender documents. Ensure all submissions meet the criteria outlined to be considered for evaluation.