002465 - Preliminary Market Engagement (PME) for Workforce Management System
Buyer: Durham County Council
- Published
- 14 November 2025
- Estimated value
- £54,000
- Place of performance
- UKC14
- Lots
- 1
- Notice number
- 074163-2025
- Reference
- ocds-h6vhtk-05e1ee
- Official source
- Official source
CPV codes
- 48000000Software package and information systems
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…
Official publications
- FTS · 074163-2025 · 14 November 2025
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is £54,000.
- Who is the buyer of this tender?
- The contracting authority is Durham County Council (United Kingdom).
- How can I bid for public tenders in the United Kingdom?
- Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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