Workforce Management

Tender description

This to alert interested parties that HM Revenue and Customs (HMRC) is considering procurement options to meet its needs of a leading edge/best in class workforce management service. This includes, but is not exclusive to: planning, forecasting and scheduling work, operating in real time/intraday, and supporting the allocation of employees whilst driving high levels of employee engagement. In addition, its purpose is to initiate an electronic market engagement exercise. HMRC is one of the largest customer service organisations in Government, with 50000+ staff receiving 10s of millions of web interactions, web chat, telephony interactions and post (scanned and paper). We aim to deliver a world class customer service whilst building high levels of employee engagement. HMRC requires a Workforce Management (WFM) capability to plan and forecast in an 'omni-channel environment'; monitoring and adapting in real time (intraday) as business needs evolve. The WFM capability is required to be flexible, open standards-based and must ingrate (possibly via RESTful API's) with HMRC's wider Contact Engagement capability and eco-system; including: workflow management, telephony services, agent/advisor assistants, web chat, mail scanning services and analytics and HR systems. Interested parties should be aware that HMRC are currently considering procurement options to meet a variety of customer contact requirements across several channels, Ref No: SR251887682. In addition to raising awareness of potential procurement activity, this notice is to facilitate an electronic market engagement exercise so HMRC can test the market. Interested parties can register on the HMRC SAP/Ariba portal, where HMRC will be able to upload information, including questionnaires, for interested parties to access & submit responses to help further inform requirements.