002465 - Preliminary Market Engagement (PME) for Workforce Management System
The procurement contact named on the official notice.
This sits in the lower-middle of the Software & IT Systems band — a mid-scale opportunity. Based on 30,286 valued Software & IT Systems tenders in our corpus.
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
What the supplier must deliver
Durham County Council is seeking to engage
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
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.
Derived from the notice text — always confirm against the original documents.
Make the case to bid
Reveal who to approach at Durham County Council, and generate a go-to-market strategy from their news, accounts and people.
- OCID
- ocds-h6vhtk-05e1ee
- Stage
- planning · Planning
- Source
- Find a Tender
- Buyer ref
- 074163-2025
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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