Workforce Management Replacement Consultant

Background
The City of Charlotte, North Carolina, through its department Charlotte Water, is seeking a consultant to assist in replacing its existing Workforce Management System (WFM) software platform (Service Suite version 9.8.1). This system is critical for managing operations across all service areas of the water utility department, which serves over 1 million citizens and handles significant volumes of drinking water and wastewater.

The replacement project aims to enhance operational efficiency and support the long-term digital transformation goals of the utility.

Work Details
The consultant will provide assistance in reviewing, evaluating, and implementing a new WFM system that meets the operational, security, and scalability needs of Charlotte Water. Key tasks include:
- Improving technician productivity and scheduling
- Enabling real-time communication and data capture in the field
- Enhancing customer service and response times
- Supporting long-term digital transformation goals.

Additionally, the consultant will conduct research/data gathering, analyze departmental needs, assist in vendor/system selection, develop scope for RFPs, serve as an Owner Advisor, and provide recommendations on technical specifications and performance standards.

Period of Performance
The project is scheduled to begin in Fiscal Year 2027 with implementation and training planned through Fiscal Year 2028.

Place of Performance
The services will be performed within the City of Charlotte, North Carolina.

Bidder Requirements
Companies must comply with the Charlotte Business Inclusion (CBI) Policy aimed at promoting diversity in contracting opportunities for Minority-owned, Woman-owned, and Small Business Enterprises (MWSBEs). Proposals must include a completed MWSBE Utilization Form to be considered responsive.