NHS24 Workforce Management Solution

NHS 24 is seeking to establish a single-supplier Framework Agreement for the provision of a cloud-based Workforce Management (WFM) Software-as-a-Service solution and associated implementation, integration, data migration, training, support, maintenance and related professional services. The Framework will support replacement of NHS 24’s existing WFM solution and will be available for use by NHS 24 and the Scottish Ambulance Service as named participating authorities. NHS 24 is the intended initial call-off customer. The Scottish Ambulance Service is included on a non-commitment basis and may, at its discretion, enter into a call-off contract during the term of the Framework. The solution must support 24/7 workforce planning and operational management, including forecasting, scheduling, rostering, leave management, reporting, integration with relevant operational and business systems, mobile/self-service access, security, data protection, service management and ongoing support. NHS 24 is undertaking an open procedure procurement to establish a single-supplier Framework Agreement for the provision of a cloud-based Workforce Management (WFM) Software-as-a-Service solution and associated services. The Framework will support the replacement of NHS 24’s existing WFM solution and will be available for use by NHS 24 and the Scottish Ambulance Service as named participating authorities. NHS 24 is the intended initial call-off customer under the Framework. The Scottish Ambulance Service is included as a named participating authority on a non-commitment basis and may, at its discretion, enter into a call-off contract during the term of the Framework. The required solution and services include, but are not limited to: - provision of a cloud-based WFM SaaS solution; - solution design, configuration and implementation; - integration with relevant operational, contact centre, HR, payroll, reporting and other business systems; - data migration from incumbent or relevant source systems; - testing, assurance, cutover and go-live support; - training and knowledge transfer; - ongoing hosting, support, maintenance, service management and continuous improvement; - reporting, analytics and workforce visibility; - mobile / self-service access for end users; - security, information governance, data protection, audit, resilience, business continuity and disaster recovery requirements; and - associated professional services, change control support and optional catalogue services within the scope of the Framework. For the intended initial NHS 24 call-off, the solution must support safe and effective 24/7 workforce planning and operational management, including forecasting, scheduling, rostering, leave management, intraday management, real-time operational visibility and reporting. The Framework Agreement will set out the terms under which participating authorities may enter into call-off contracts. Any Scottish Ambulance Service call-off will be subject to its own authority-specific call-off documentation, including implementation scope, sequencing, volumes, integrations, schedules and pricing application, and there is no obligation on the Scottish Ambulance Service to enter into a call-off contract.