Case Study: City of Fort Worth achieves 416 agent hours saved and 96% schedule adherence with NICE Systems' Workforce Management and Value Realization Services

City of Fort Worth paves the way for smooth growth with NICE Workforce Management and value realization services

The City of Fort Worth’s 16‑agent contact center handles 300,000 annual contacts across voice, chat, and email and needed a more efficient, transparent way to manage scheduling, time-off and payroll as the city rapidly grows. Although NICE Workforce Management was in use, it wasn’t linked to the PeopleSoft ERP, forcing manual time entry and email-based time-off requests that caused errors, perceived favoritism, and difficulty ensuring bilingual coverage during shift bidding.

Working with NICE Value Realization Services, Fort Worth implemented SmartSync to create a bidirectional link between Workforce Management and PeopleSoft, giving agents real‑time access to time-off balances, multi‑criteria shift bidding (including bilingual priority), and a simpler rollout with 30 minutes of training. The integration eliminated manual payroll entries, saved an estimated 416 agent hours (about 520 total hours) annually, cut supervisor schedule processing time by roughly 67%, raised schedule adherence to 96%, increased caller satisfaction to 4.8/5, and boosted employee satisfaction by 90%.

City of Fort Worth

Katherine Cabello

Customer Service Supervisor