Case Study: North Yorkshire County Council improves workforce management with Peopleware

Scalable On-Demand Transportation to Expand Rural Access to Healthcare

North Yorkshire County Council, a local government body, was struggling with an inefficient and expensive legacy workforce management (WFM) system. Their previous tool failed to provide accurate forecasting, correct scheduling, and basic reporting, which led to costly staffing errors and a flawed planning process. Seeking a cost-effective and powerful replacement, they turned to the vendor Peopleware to implement a new WFM solution.

Peopleware implemented its cloud-based WFM platform, which was quickly set up and fully configured within a tight timeline. The solution provided accurate forecasting, easy scheduling, real-time intraday management, and detailed reporting, solving the council's core challenges. Steven Miller, the former Resource Planning Manager, emphasized that Peopleware delivered exceptional value and functionality, completely transforming their operations and enabling efficient resource planning for their contact center agents.

North Yorkshire County Council

Steven Millerformer

Resource Planning Manager