Western Australia Police is looking for a Commercial off the Shelf (COTS) workforce management system to provide call forecasting, staff scheduling and productivity reporting functions at its state-wide emergency calls centre.
The system is required to handle an increased volume of around 86,000 calls per month, as well as supporting the functions of 180 staff at the WA Police’s 24-hour advanced call centre that covers emergency calls, police station lines, requests for assistant from the Department of Fire and Emergency Services and St John’s ambulance, and general police enquiries and incident reports.
The new workforce management system will be implemented in WA Police’s VmWare environment, and is required to be configurable with its existing PABX and Solidus eCare contact centre application, and SQL database and Microsoft Windows server and desktop environments.
The system will replace WA Police’s existing GMT Planet workforce management solution that is nearing end of life. The new solution may be required to operate under the extended scope of additional sites “depending on future growth”, according to tender documents.
The full scope of services required under the approach the market includes:
- Enterprise licencing for the solution for up to 200 staff, with a preference for subscription licencing;
- Configuration with the Department’s existing virtualised environment;
- The ability to import historical data into the solution for use with new real-time data; and
- Ongoing onsite and remote licencing, support and maintenance services.
Respondents to the tender are required to provide at least two instances when they supplied a similar system to clients, preferably in the past three years.
A contract resulting from this approach to market is expected to commence in March 2015.
The new system is to be implemented by May 2015, with a final launch date of 2 June 2015, in line with the expiration of WA Police’s current solution.
Tender submissions close on 17 October 2014.