--- title: "C151878 - Workforce Management Solution" ocid: "ocds-h6vhtk-03b3e8" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03b3e8" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03b3e8.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03b3e8.json" source: "Find A Tender Service" current_stage: "Award" buyer: "NHS BUSINESS SERVICES AUTHORITY" published: "2023-03-17" --- # C151878 - Workforce Management Solution Buyer: NHS BUSINESS SERVICES AUTHORITY Current stage: Award OCID: ocds-h6vhtk-03b3e8 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03b3e8) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03b3e8.json) ## Summary The NHS Business Services Authority awarded a contract for the procurement of a workforce management solution, titled "C151878 - Workforce Management Solution". The procurement falls under the goods category and involves software packages and information systems. The contract was awarded to Verint Systems UK Ltd, with a total value of £1,469,795.77. The procurement method used was an award procedure without prior publication of a call for competition. The contracting authority, NHS Business Services Authority, is located in Newcastle upon Tyne, UK. This tender presents a business opportunity for suppliers in the software and information systems industry. Businesses specializing in workforce management solutions, software packages, and services related to cloud hosting, support, maintenance, configuration, and development would be well-suited to compete. The recent award to Verint Systems UK Ltd signifies potential future opportunities for similar services within the NHS Business Services Authority and the healthcare sector at large. ## Notice 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. ### Lot Information Lot 1 Renewal to enable continuation of services via a Direct Award -REG32 5(b) 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. ### Procurement Information 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/007848-2023 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Goods | | Procurement method | Limited | | Procurement method details | Award procedure without prior publication of a call for competition | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 17 Mar 2023 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 27 Feb 2023 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £1,469,795 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | NHS BUSINESS SERVICES AUTHORITY | | Locality | NEWCASTLE UPON TYNE | | 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 14:18 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/007848-2023 ## Notice URLs - http://www.verint.com - https://www.nhsbsa.nhs.uk/ ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03b3e8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03b3e8.json.