Who won: NICE WFM Cloud Solution Migration

About this contract

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.

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• ✓Answer against the marking scheme, not the question text — Yorkshire Ambulance Service NHS Trust scores each response, so map your evidence to the published criteria and weightings.
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