Time and Motion Study

What the buyer says

This is a Preliminary Market Engagement Exercise - this is not a tendering opportunity or a call for competition. This is to inform the market of the requirement and gather information and feedback from the market via a Supplier Questionnaire in advance of publishing a future tender. The Office of the Traffic Commissioner (OTC) requires an independent time and motion study to establish a robust evidence base for the time, effort and resources required to deliver its principal casework, licensing, tribunal, compliance, finance, correspondence and support processes. The study will identify the end-to-end elapsed time, active handling time, waiting time, rework, hand-offs and variation associated with agreed process families. It will distinguish productive activity from unavoidable delay and system or process constraints, analyse why variation occurs, and interpret the findings against actual and forecast workload. The resulting evidence must enable OTC to calculate the capacity and full-time equivalent resource required to deliver each process and the overall workload at agreed service levels. The study is not an assessment of individual employee performance. Results must be reported at process, role or team level and interpreted in the context of case complexity, statutory requirements, quality controls, reasonable adjustments, system performance and dependencies on other organisations. Please note this is a draft outline of the requirement and will be subject to amendment prior to any potential procurement exercise. The responses to the market engagment will help determine the value and length of the contract.