Scope
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
Total value (estimated)
- £54,000 excluding VAT
- £64,800 including VAT
Below the relevant threshold
Contract dates (estimated)
- 21 June 2026 to 20 June 2028
- Possible extension to 20 June 2029
- 3 years
Main procurement category
Goods
CPV classifications
- 48000000 - Software package and information systems
Contract locations
- UKC14 - Durham CC
Engagement
Engagement deadline
28 November 2025
Engagement process description
This is a Preliminary Market Engagement opportunity. The written response questionnaire can be accessed free of charge at open-uk.org
Completed questionnaires must be submitted via the Open Portal by 12 noon on Friday 28th November.
Contracting authority
Durham County Council
- Public Procurement Organisation Number: PMPB-8772-VYWM
Corten House, Dunholme Close
Durham
DH1 5WB
United Kingdom
Email: zoe.embleton@durham.gov.uk
Website: http://www.durham.gov.uk/
Region: UKC14 - Durham CC
Organisation type: Public authority - sub-central government