---
title: "C151878 - Work Force Management Solution"
ocid: "ocds-b5fd17-54f39572-d7c2-474a-82f1-f75440d414cb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-54f39572-d7c2-474a-82f1-f75440d414cb"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-54f39572-d7c2-474a-82f1-f75440d414cb.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-54f39572-d7c2-474a-82f1-f75440d414cb.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS BUSINESS SERVICES AUTHORITY"
published: "2023-03-17"
---

# C151878 - Work Force Management Solution

Buyer: NHS BUSINESS SERVICES AUTHORITY  
Current stage: Award  
OCID: ocds-b5fd17-54f39572-d7c2-474a-82f1-f75440d414cb

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## Summary

The NHS Business Services Authority has awarded a contract for a Work Force Management Solution to Verint Systems UK Ltd. The contract, valued at £1,469,795.77 GBP, falls under the category of Software package and information systems. The procurement method used was a Negotiated procedure without prior publication. The contract period is from 1st July 2023 to 30th June 2026. The tender period ended on 1st February 2023. The location for the delivery addresses includes NE15 8NY and various regions around the world.

This tender presents an opportunity for businesses involved in providing software solutions and information systems to engage with the NHS Business Services Authority. The contract aims to renew the NHSBSA's current Software as a Service subscription for a workforce management system. Businesses offering cloud hosting, support and maintenance, configuration services, and training could be well-suited to compete for this opportunity. The NHSBSA plans a full re-procurement exercise in 2024/25 for options beyond 2026.

## Notice

The Contact Centre Strategy, transformation and change programme which underpins the NHSBSA customer contact strategy is key to the delivery of NHS critically funded services has resulted in a multi-faceted re-procurement, and programme management exercise which is a current priority for the NHSBSA. There are a number of interdependent parallel workstreams specifically relating to the phasing of procurements, contract renewals, extensions, third party upgrades to end of life systems, migration activities, de-coupling, implementing, and transitioning with additional interdependencies between applications and key systems which tie into the modernisation and change programme. This includes the Work Force Management system which Citizen Services use to manage contact centre agents work streams with the general public. The previous contract was sourced via G-Cloud and there are no further extensions to the existing contract available under these terms. To mitigate the risks of potential disruption, operational failures, and ensure there is no loss of service during the period of change, and transition and to ensure a continuation of the existing workforce management service whilst the technically complex nature of this programme of work is completed, we have renewed this service using a Direct Award under Reg 32 5(b) within the 3-year allowable term. The scope of the contract covers the renewal of the NHSBSA's current Software as a Service (SaaS) subscription for a workforce management system, which is used by NHSBSA's Citizen Services and Corporate Services directorates. The SaaS subscription covers both licencing and services. The services include but are not limited to cloud hosting; support and maintenance; configuration, customisation, and development services; training; and other associated services as may be required throughout the term. Once the NHSBSA have completed all procurements and migration activities associated with this programme of modernisation, we will have a stable baseline to determine the business needs required to inform a full re-procurement exercise. It is the NHSBSA's intention to re visit the market in 2024/25 to look at options for 2026 onwards. ............................................................................................................... Solution to manage front and back-office administration. Centralised view of incoming tasks; work prioritisation/distribution; resource management; skills management; capacity planning and end-to-end process analytics and forecasting.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c408cdd0-c47f-4867-bf61-72238a337fad |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Negotiated procedure without prior publication (above threshold) |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Mar 2023 |
| Submission deadline | 1 Feb 2023 |
| Future notice date | Not specified |
| Award date | 17 Mar 2023 |
| Contract period | 30 Jun 2023 - 30 Jun 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,469,795 |
| Lots value | Not specified |
| Awards value | £1,469,795 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS BUSINESS SERVICES AUTHORITY |
| Locality | NEWCASTLE |
| Post town | Newcastle upon Tyne |
| Postcode | NE15 8NY |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | Newcastle upon Tyne |
| Electoral ward | Lemington |
| Westminster constituency | Newcastle upon Tyne Central and West |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | VERINT SYSTEMS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 17 Mar 2023 at 13:22 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c408cdd0-c47f-4867-bf61-72238a337fad

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/c408cdd0-c47f-4867-bf61-72238a337fad
  17th March 2023 - Awarded contract notice on Contracts Finder

## Provenance

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