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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
Preliminary market engagement notice (UK2). The buyer wants to talk to suppliers before designing the procurement. Taking part is how to shape it.
Bids are submitted through the buyer’s own portal, not on this site. Read the full notice on Find a Tender before relying on any date here.
No supplier information available.
This procurement was divided into 1 lots, each awarded separately.
| Lot | Value | Status |
|---|---|---|
| Lot 1 Jun 2026 – Jun 2028 | - | planning |