NICE WFM Cloud Solution Migration

Tender description

YAS currently operates an on-premises NICE WFM solution delivered via SVL Business Solutions, which is embedded within operational workforce planning. However, supplier support for the on-prem system ends in December 2026, and NICE is transitioning to a cloud-only model, making continuation of the current solution unsustainable.<br/><br/>The proposed solution is a cloud-based NICE WFM (v8.1) platform for 1,000 users. Migration to the cloud will deliver significant operational and strategic benefits, including 99.9% SLA-backed availability, improved system performance and resilience, supplier-managed maintenance, enhanced security and compliance, and access to advanced features such as AI forecasting, real-time scheduling, and analytics. The inclusion of EEM will further improve workforce flexibility, staff engagement, and administrative efficiency. Lot 1: YAS currently operates an on-premises NICE Workforce Management platform delivered through SVL Business Solutions. The existing platform is embedded within operational workforce planning processes across EOC, NHS 111 and PTS services.<br/><br/>Supplier support for the existing on-premises solution is due to end in December 2026, after which the platform will no longer receive supplier updates, security patches or compliance enhancements. This creates significant operational continuity, cyber security and regulatory compliance risks.<br/><br/>Migration to NICE WFM Cloud provides a supported, secure and future-ready solution, including supplier-managed maintenance, software updates, enhanced resilience, improved security controls, and a 99.9% service availability commitment.<br/><br/>NICE has confirmed that SVL Business Solutions is a certified NICE partner and is authorised to provide the required cloud service. A direct award through CCS G-Cloud 14 provides a compliant and proportionate procurement route while maintaining continuity of supplier knowledge, reducing implementation risk and supporting delivery within the required timescales.<br/><br/>A full competitive procurement was considered; however, this was not considered viable due to the limited timeframe before end of support for the current system, the complexity and scale of migration, and competing major transformation programmes, including the Common CAD implementation. Changing supplier would introduce significant delivery and operational risks to critical workforce planning functions.