Workforce Management Solution Optional: Speech and Text Analytics Solution and Combined Workforce Management and Speech and Text Analytics Solution

{
  "id": "079934-2025",
  "tag": [
    "planning"
  ],
  "date": "2025-12-04T17:36:32Z",
  "ocid": "ocds-h6vhtk-05ef30",
  "buyer": {
    "id": "GB-PPON-PQWX-7678-NJGQ",
    "name": "The Chief Constable of Thames Valley Police"
  },
  "tender": {
    "id": "TVP00998",
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        "contractPeriod": {
          "endDate": "2031-04-12T23:59:59+01:00",
          "startDate": "2026-04-13T00:00:00+01:00"
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            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
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    "title": "Workforce Management Solution  Optional: Speech and Text Analytics Solution  and Combined Workforce Management and Speech and Text Analytics Solution",
    "value": {
      "currency": "GBP",
      "amountGross": 1830000
    },
    "status": "planning",
    "legalBasis": {
      "id": "2023/54",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
      "scheme": "UKPGA"
    },
    "description": "Thames Valley Police and Hampshire and Isle of Wight Constabulary (the Authority) are in the process of defining the scope of requirements for the supply of a Workforce Management Solution. In support of this engagement, the Authority requests information regarding standalone Speech and Text Analytics solutions, as well as integrated approaches combining these capabilities, to ensure the effective delivery of services within the Contact Management department across both forces.",
    "aboveThreshold": true,
    "mainProcurementCategory": "services"
  },
  "parties": [
    {
      "id": "GB-PPON-PQWX-7678-NJGQ",
      "name": "The Chief Constable of Thames Valley Police",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKJ14",
        "country": "GB",
        "locality": "Kidlington",
        "postalCode": "OX5 1NZ",
        "countryName": "United Kingdom",
        "streetAddress": "Thames Valley Police - HQ North"
      },
      "details": {
        "url": "https://www.thamesvalley.police.uk/",
        "classifications": [
          {
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            "scheme": "UK_CA_TYPE",
            "description": "Public authority - sub-central government"
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      "identifier": {
        "id": "PQWX-7678-NJGQ",
        "scheme": "GB-PPON"
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      "contactPoint": {
        "email": "procurementict@thamesvalley.police.uk"
      }
    }
  ],
  "language": "en",
  "planning": {
    "documents": [
      {
        "id": "079934-2025",
        "url": "https://www.find-tender.service.gov.uk/Notice/079934-2025",
        "format": "text/html",
        "noticeType": "UK2",
        "description": "Preliminary market engagement notice on Find a Tender",
        "documentType": "marketEngagementNotice",
        "datePublished": "2025-12-04T17:36:32Z"
      }
    ],
    "milestones": [
      {
        "id": "engagement",
        "type": "engagement",
        "status": "scheduled",
        "dueDate": "2026-01-02T23:59:59Z",
        "description": "Thames Valley Police and Hampshire and Isle of Wight Constabulary (the Authority) are in the process of defining the scope of requirements for the supply of a Workforce Management Solution. In support of this engagement, the Authority requests information regarding standalone Speech and Text Analytics solutions, as well as integrated approaches combining these capabilities, to ensure the effective delivery of services within the Contact Management department across both forces.\nSummary of Requirement: Workforce Management and Speech & Text Analytics Systems\n The Authority seeks to procure a proven, out of the box Workforce Management (WFM) solution and to obtain further understanding of optional solutions incorporating Speech and Text Analytics, including approaches that deliver a combined capability.\"\nWorkforce Management System\nThe WFM system will:\n•\tReplace outdated and unsupported legacy platforms (Pipkins and ShiftTrack/CARM) that lack integration with Avaya AACC7 IVR.\n•\tEnable accurate forecasting of contact demand and optimise staff scheduling to reduce overstaffing and associated costs.\n•\tImprove public service delivery by aligning staffing with demand, reducing wait times, and meeting service level agreements.\n•\tProvide real-time performance monitoring and reporting to support proactive management and continual improvement.\n•\tSupport strategic objectives outlined in the National Contact Management Strategic Plan 2023-2028. https://www.npcc.police.uk/SysSiteAssets/media/downloads/publications/publications-log/local-policing-coordination-committee/2023/npcc-national-contact-management-strategic-plan-2023-2028.pdf\nSpeech & Text Analytics Software\nThe analytics solution will:\n•\tProvide 100% analysis of contact demand, replacing reliance on limited sampling methods.\n•\tSupport auditing, quality assurance, risk identification, and training enhancement.\n•\tEnable data-driven decision-making to reduce demand and improve service on 101 and 999 lines.\n•\tEnhance staff welfare, retention, and morale through better workload management.\n•\tDeliver a robust evidence base for continual improvement within the CM101 programme.\nThis procurement aims to implement scalable, compatible technologies that deliver immediate operational benefits and long-term strategic value.\nThe desired business outcome is to modernise Workforce Management Capabilities across both forces, to improve staff wellbeing and retention and to improve business understanding of demand to facilitate informed decision making to reduce demand through the following objectives:\n•\tReduction in staffing costs through optimisation of staffing levels against an accurate call volume and public interactions forecast, ensuring that the right number of agents are scheduled at the right time\n•\tReduction in call wait times and ensure that the public receive timely assistance within the SLAs set out in the Workforce Management System through effective management of staff schedules\n•\tEnhancing employee performance through tracking performance and productivity, giving managers the tools to identify and deal with any real-time performance issues\n•\tFlexibility to make quick adjustments to schedules to respond to changes such as sudden spikes in call volumes through Real-Time monitoring\nThe requirements for the supply of this system will cover the following. \n•\tForecasting\n•\tScheduling\n•\tReal-time monitoring\n•\tReporting\n•\tIntegrations with:\no\tInteractive Voice Response (to contact statistics and agent status information, which is crucial for forecasting workload and managing real-time operations)\no\tHuman Resource (HR) Systems, currently SAP and PeopleSoft. Connecting a WFM system with payroll systems ensures that worked hours are accurately recorded and employees are paid correctly\no\tPayroll Systems, currently SAAMI and ESS Lite. Connecting WFM systems with payroll systems ensures that worked hours are accurately recorded and employees are paid correctly\nTotal value (estimated)\n£1,519,500\nWorkforce Management Solution £1,259,500\nSpeech & Text analytics £260,000\nContract dates (estimated)\nWorkforce Management Solution April 2026 - March 3031 \nSpeech & Text Analytics April 2026 - March 2028 \nEngagement process description\nThe Authority would like Service Providers to express their interest in premarket engagement by emailing procurementict@thamesvalley.police.uk requesting the questionnaire and additional documentation using the subject title: TVP00998 Workforce Management Solution \nOptional: Speech and Text Analytics Solution \nand Combined Workforce Management and Speech and Text Analytics Solution\nThe questionnaire and any supporting documentation should be returned by 15:00 on 02 January 2026.  \nPlease include the following detail in your message: -\no\tQuote Reference - TVP00998 Workforce Management Solution \nOptional: Speech and Text Analytics Solution \nand Combined Workforce Management and Speech and Text Analytics Solution\no\tFull name\no\tCompany/organisation name\no\tContact details (E-mail and phone number)\no\tCompleted questionnaire \no\tCompleted NDA document \no\tCompleted Conflicts of interest document \nIf further engagement is considered necessary, suppliers will be invited to a one to one meeting with the team to provide a demonstration of their solution, followed by a Q&A session. Please note that this demonstration will not be formally assessed but is intended to inform and support future procurement stages.\"\nThis Notice is for information only.\nThe information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise."
      }
    ]
  },
  "initiationType": "tender"
}