Case Study: City of Fort Worth achieves 23% FTE savings and 1.5 hours/day time savings by streamlining workforce management with NICE Systems

A Texas City Gets Customized Value with NICE Value Realization Services

The City of Fort Worth’s Communications and Public Engagement (CPE) department runs a virtual contact center supporting 15 city departments and had relied on an aging NICE IEX Workforce Management (WFM) system. They faced manual workarounds, HR–WFM sync problems, time‑consuming schedule management, difficulty assigning bilingual staff, and a loss of institutional WFM expertise as trained staff moved on.

NICE Value Realization Services performed an operational assessment, redesigned and configured the WFM solution, automated routine tasks and schedule processes, and upskilled the CPE team. The engagement saved about 1.5 hours per day (including 30 minutes from schedule automation), delivered an estimated 23% FTE savings, streamlined schedule bidding and adherence reporting, improved bilingual forecasting, and generated thousands of dollars in annual savings, with further HR integration planned.

City of Fort Worth

James West

Senior Business Process Analyst