Planning

Workforce Management Solution Optional: Speech and Text Analytics Solution and Combined Workforce Management and Speech and Text Analytics Solution

THE CHIEF CONSTABLE OF THAMES VALLEY POLICE

This public procurement record has 1 release in its history.

Planning

04 Dec 2025 at 17:36

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The Chief Constable of Thames Valley Police, in collaboration with Hampshire and Isle of Wight Constabulary, is undertaking a pre-market engagement for a Workforce Management Solution, with the option to integrate Speech and Text Analytics capabilities. This procurement process is in the planning stage, aiming to modernise the Contact Management services within both forces. Interested providers are encouraged to express interest by 15:00 on 2 January 2026. The procurement is set to commence in April 2026, with the workforce solution estimated to have a total value of £1,519,500. The region covered includes the United Kingdom, with the contract set to run until April 3031 for the Workforce Management Solution, whilst the Speech & Text Analytics solution will end in 2028.

This tender presents significant opportunities for businesses specialising in IT services, networks, telecommunications equipment, and software package and information systems. Small and medium enterprises (SMEs) are particularly suitable to engage due to the procurement approach that supports modular and scalable solutions. Businesses equipped with advanced analytics capabilities and those able to offer integrated workforce management systems will find themselves well-positioned to compete. The contract, valued at £1,830,000, promises robust business growth potential through the enhancement of public service delivery and operational efficiencies within the policing sector.

How relevant is this notice?

Notice Information

Notice Title

Workforce Management Solution Optional: Speech and Text Analytics Solution and Combined Workforce Management and Speech and Text Analytics Solution

Notice Description

Thames Valley Police and Hampshire and Isle of Wight Constabulary (the Authority) are in the process of defining the scope of requirements for the supply of a Workforce Management Solution. In support of this engagement, the Authority requests information regarding standalone Speech and Text Analytics solutions, as well as integrated approaches combining these capabilities, to ensure the effective delivery of services within the Contact Management department across both forces.

Planning Information

Thames Valley Police and Hampshire and Isle of Wight Constabulary (the Authority) are in the process of defining the scope of requirements for the supply of a Workforce Management Solution. In support of this engagement, the Authority requests information regarding standalone Speech and Text Analytics solutions, as well as integrated approaches combining these capabilities, to ensure the effective delivery of services within the Contact Management department across both forces. Summary of Requirement: Workforce Management and Speech & Text Analytics Systems The Authority seeks to procure a proven, out of the box Workforce Management (WFM) solution and to obtain further understanding of optional solutions incorporating Speech and Text Analytics, including approaches that deliver a combined capability." Workforce Management System The WFM system will: • Replace outdated and unsupported legacy platforms (Pipkins and ShiftTrack/CARM) that lack integration with Avaya AACC7 IVR. • Enable accurate forecasting of contact demand and optimise staff scheduling to reduce overstaffing and associated costs. • Improve public service delivery by aligning staffing with demand, reducing wait times, and meeting service level agreements. • Provide real-time performance monitoring and reporting to support proactive management and continual improvement. • Support strategic objectives outlined in the National Contact Management Strategic Plan 2023-2028. https://www.npcc.police.uk/SysSiteAssets/media/downloads/publications/publications-log/local-policing-coordination-committee/2023/npcc-national-contact-management-strategic-plan-2023-2028.pdf Speech & Text Analytics Software The analytics solution will: • Provide 100% analysis of contact demand, replacing reliance on limited sampling methods. • Support auditing, quality assurance, risk identification, and training enhancement. • Enable data-driven decision-making to reduce demand and improve service on 101 and 999 lines. • Enhance staff welfare, retention, and morale through better workload management. • Deliver a robust evidence base for continual improvement within the CM101 programme. This procurement aims to implement scalable, compatible technologies that deliver immediate operational benefits and long-term strategic value. The desired business outcome is to modernise Workforce Management Capabilities across both forces, to improve staff wellbeing and retention and to improve business understanding of demand to facilitate informed decision making to reduce demand through the following objectives: • Reduction in staffing costs through optimisation of staffing levels against an accurate call volume and public interactions forecast, ensuring that the right number of agents are scheduled at the right time • Reduction in call wait times and ensure that the public receive timely assistance within the SLAs set out in the Workforce Management System through effective management of staff schedules • Enhancing employee performance through tracking performance and productivity, giving managers the tools to identify and deal with any real-time performance issues • Flexibility to make quick adjustments to schedules to respond to changes such as sudden spikes in call volumes through Real-Time monitoring The requirements for the supply of this system will cover the following. • Forecasting • Scheduling • Real-time monitoring • Reporting • Integrations with: o Interactive Voice Response (to contact statistics and agent status information, which is crucial for forecasting workload and managing real-time operations) o Human Resource (HR) Systems, currently SAP and PeopleSoft. Connecting a WFM system with payroll systems ensures that worked hours are accurately recorded and employees are paid correctly o Payroll Systems, currently SAAMI and ESS Lite. Connecting WFM systems with payroll systems ensures that worked hours are accurately recorded and employees are paid correctly Total value (estimated) £1,519,500 Workforce Management Solution £1,259,500 Speech & Text analytics £260,000 Contract dates (estimated) Workforce Management Solution April 2026 - March 3031 Speech & Text Analytics April 2026 - March 2028 Engagement process description The Authority would like Service Providers to express their interest in premarket engagement by emailing procurementict@thamesvalley.police.uk requesting the questionnaire and additional documentation using the subject title: TVP00998 Workforce Management Solution Optional: Speech and Text Analytics Solution and Combined Workforce Management and Speech and Text Analytics Solution The questionnaire and any supporting documentation should be returned by 15:00 on 02 January 2026. Please include the following detail in your message: - o Quote Reference - TVP00998 Workforce Management Solution Optional: Speech and Text Analytics Solution and Combined Workforce Management and Speech and Text Analytics Solution o Full name o Company/organisation name o Contact details (E-mail and phone number) o Completed questionnaire o Completed NDA document o Completed Conflicts of interest document If further engagement is considered necessary, suppliers will be invited to a one to one meeting with the team to provide a demonstration of their solution, followed by a Q&A session. Please note that this demonstration will not be formally assessed but is intended to inform and support future procurement stages." This Notice is for information only. The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05ef30
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/079934-2025
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

32400000 - Networks

32500000 - Telecommunications equipment and supplies

48000000 - Software package and information systems

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£1,830,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
4 Dec 2025Today
Submission Deadline
Not specified
Future Notice Date
2 Jan 20264 weeks to go
Award Date
Not specified
Contract Period
12 Apr 2026 - 12 Apr 2031 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
THE CHIEF CONSTABLE OF THAMES VALLEY POLICE
Contact Name
Not specified
Contact Email
procurementict@thamesvalley.police.uk
Contact Phone
Not specified

Buyer Location

Locality
KIDLINGTON
Postcode
OX5 1NZ
Post Town
Oxford
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ1 Berkshire, Buckinghamshire and Oxfordshire
Small Region (ITL 3)
TLJ14 Oxfordshire CC
Delivery Location
Not specified
Local Authority
Cherwell
Electoral Ward
Kidlington West
Westminster Constituency
Bicester and Woodstock

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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