C151878 - Work Force Management Solution

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.

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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.