PEOPLEWARE LTD

Peopleware Workforce Management

Peopleware has been a leader in Workforce Management for over 30 years. Workforce Management software supports the whole planning cycle and is an easy-to-navigate Workforce Management solution for contact centres and back-office operations. It is designed to save you money, time, and empower you to do more with less.

Features

• Forecasting for multi-channel scenarios at 15 minute interval
• Multi-channel/Multi-site scheduling, automatic, optimised, and rule-compliant
• Create fixed, rotating or fully flexible shifts with employee preferences
• Set availability and absence quotas without compromising on flexibility
• Employees can bid on and swap shifts
• Vacation/absence management
• Real-time management to monitor your KPIs and schedule adherence
• Open API for integration with ACD/CRM/HR/Payroll
• Standard Reports and Customisations

Benefits

• Spend 75% less time and effort on the forecasting process
• Intraday re-forecast to manage spikes
• Reduce idle time with multi-skill and -activity configurations
• Avoid over and under staffing levels
• Employees manage their absence requests with transparency
• Adherence Monitoring can set warning thresholds to quickly identify issues
• View reports at individual and team level
• Direct integration options for different ACD/CRM/HR/Payroll
• Agile product development approach

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at johnny.basra@peopleware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

461260436660257

Contact

Johnny Basra
+44 7512712454
johnny.basra@peopleware.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Sales force productivity and management
        • Sales force productivity and management
      • Customer service
        • Customer service
      • Contact centre
        • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: NA
• System requirements: Allow web traffic to and from .peopleware.com via port 443.

User support

• Email or online ticketing support: Yes
• Support response times: Response times priority varies depending on the severity of the ticket and the product plan purchased.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support involves assessment, diagnosis, and recommended resolution of application-level faults and performance issues. Customers can purchase additional support for WFM consultancy, training, report creation, integration, or assisted configuration.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have distilled the essence of those WFM projects and the industry’s best practices into a repeatable, scalable onboarding process that includes online courses, user documentation, and either onsite or online training options.; ; During onboarding, you’ll quickly get hands-on with Peopleware. The WFM Consultant will provide live training on all the key aspects and point you towards other resources that will help you to successfully complete your onboarding.; ; A tailored success plan will be created as a road map showing all the steps required to go from kick-off meeting to production, showing target dates for each step (based on your targeted go-live date) and the desired outcomes for implementing Peopleware, e.g. KPI improvements.; ; The Customer Success Manager will hold Business Review meetings with all relevant stakeholders. The review meeting is an opportunity for us to share what’s new in Peopleware and for you to share upcoming changes in your organisation. An important element of the Business Review is to check if the introduction of Peopleware delivered the desired outcomes that were recorded at the kick-off. If the outcomes are not being met as expected, a root-cause analysis will be conducted and we’ll provide recommended action to close the gap.
• Service documentation: Yes
• Documentation formats: HTML
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: An API is available to support offboarding and data extraction, allowing you to automate the retrieval of configuration, activity, skills, and usage data into your own data warehouse. This can be delivered via a professional services engagement.
• End-of-contract data extraction: Customers may request all their data in machine-readable form upon the end, or termination of the contract within a reasonable time frame that will be scoped as professional services engagement.
• End-of-contract process: The Peopleware tenant will be disabled at the end of the agreed chosen month of cancellation between both parties. The customer has options to export the necessary data before the Peopleware tenant will be disabled. If the customer wishes us to migrate the data out of the system then we can scope and provide professional services engagement to complete the exercise. We will delete all data within 32 days of the end of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Me feature is an employee portal where agents will view shift patterns, request absence, make shift swaps, bid for shifts, view the team calendar, set availabilities and offer options to record shift or activity start/end times. The Portal is accessible via a URL which can be rendered on a mobile device using Web App technology.
• Service interface: Yes
• Description of service interface: Users of the system can access the tool through a web browser, granting them WFM functionality for forecasting, scheduling, intraday management, data analysis, and employee empowerment through ME application.
• Accessibility standards: None or don’t know
• Description of accessibility: NA
• Accessibility testing: NA
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The Peopleware open integrations applications programmer interface (API) enables Peopleware customers and CRM/ACD or HR/Payroll platform vendors to create seamless data integrations with Peopleware, when a plug-and-play integration doesn’t exist. It requires knowledge of the REST architecture and associated topics such as HTTPS requests and JSON.; ; Peopleware's additional API provides access to WFM-related data, such as employees, planning units, schedules, staffing or staff requirements.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Peopleware WFM offers end-users the ability to configure the base configuration of the system to reflect the planning process and achieve service goals. Options to request enhancements and accelerate roadmap features.

Scaling

• Independence of resources: We do vertical and horizontal autoscaling to ensure that we have the required resources at any time.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics on the number of employees in the system, the platform uptime, and additional usage metrics can be requested at a cost.
• Reporting types:
  • API access
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Data Erasure
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: The data can be exported from standardised reports and dashboards within Peopleware. We do have reporting API or we can offer exports as a professional services engagement.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We work very hard to keep the Service live 24/7, and we aim to deliver availability of at least 99.5% based on the full calendar year.; ; Availability is calculated as follows:; ; VF = [(VZ-AZ-NV) / (VZ-NV) * 100] ≥ 99.50%; ; whereby:; ; VF = availability in %; ; VZ = defined availability time in minutes (total time); ; AZ = total downtimes within the defined availability time; ; NV = total planned or non-attributable non-availability, which includes:; ; All downtimes of less than 15 minutes; Scheduled maintenance work (we will notify you in advance); Non-availability based on force majeure. This includes natural catastrophes, floods, fires, earthquakes, terrorist attacks, social unrest, strikes, sovereign actions, internet disruptions and illegal third-party attacks against the infrastructure on which the Service is based.; ; If the provision of the Service begins or ends in the current calendar year, then the availability for the periods of time in the calendar year outside the contract term will be assessed at 100%.
• Approach to resilience: Peopleware operates from data centres with highly available multi-tier applications with redundancies on all levels.
• Outage reporting: We have a public dashboard in the following link:https://status.peopleware.com/. You can subscribe to alerts for downtime.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: SSO
• Access restrictions in management interfaces and support channels: Peopleware has default user roles with preset access permissions that define user access. You can create your own user roles or edit a (default) user role.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Peopleware Information Security Management System (ISMS) covers the provision, operation, maintenance, and management of the Peopleware platform.; ; It sets out the obligations that we place on Peopleware employees and third-party suppliers who create, maintain, store, access, process, or transmit information within our development & staging environments, and the production environment that is accessed by customers.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use test-driven development, continuous integration, continuous delivery, pairing and code reviews to ensure our software is built and run securely. Every team consists of the appropriate roles to develop a new feature without the need for external employees. This ensures features are being developed in a secure and efficient manner.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a Vulnerability Management Policy which can be shared after signing the NDA.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor our external access, internal failure rates of e.g. APIs. Logs are automatically observed and failures are alerted. All instances are monitored e.g. CPU utilization or disk usage. We use forecasted alerts to see problems e.g. full disks before they are critical. All of our applications are writing metrics to see performance issues arising automatically. Logs of user interactions that change data in the system and Logs about called reports
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: There is an incident policy in place that is being followed in case of an incident. The process is different for different incident types. Each incident are recorded, analysed, resolved, and closely monitored. Each incident has its own root-cause analysis. The customer will be informed by email in case of a security breach/incident.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 15%
• Between £250,000 and £500,000: 30%
• Between £500,001 and £1,000,000: 40%
• Between £1,000,001 and £2,500,000: 50%
• Between £2,500,001 and £5,000,000: 60%
• Over £5,000,001: 75%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: MSECB
• ISO/IEC 27001 accreditation date: Monday 3 June 2024
• What the ISO/IEC 27001 doesn’t cover: Not applicable as Peopleware’s Information Security Management System covers the provision, operation, maintenance, and management of the Peopleware platform. It sets out the obligations that we place on Peopleware employees and third-party suppliers who create, maintain, store, access, process, or transmit information within our development & staging environments, and the production environment that is accessed by customers.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Understanding of issues relating to entering the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at johnny.basra@peopleware.com. Tell them what format you need. It will help if you say what assistive technology you use.