WorkDay Application Managed Services

The Vendor is required to provide a workday managed service partner (MSP) to provide application managed services (AMS) for its recently-implemented workday software.
- The initial implementation was performed using the services of a Workday approved implementation partner and was executed in just over a year.
- Service requests are initiated through the creation of an internal service ticket with the Technology and Innovation Services (TIS) department, and are then routed to the relevant Workday support resources in TIS, Human Resources (HR), or Financial Services accordingly.
- Support team will work directly with any and all of these support personnel as needed.
- The goal beginning in 2026 will be to build the in-house expertise needed to support the software and its users with the majority of day-to-day issues and routine maintenance, allowing the use of AMS hours to be for issues that require immediate resolution, or for future enhancements that optimize the usage of Workday.
- Routine System Maintenance and Support: 
•    Assessment and resolution of defects, response to queries from town workday support personnel as they resolve issues or make configuration changes, and ensuring the town’s instance of workday remains in good overall health. 
•    Perform root because analysis to provide the town with information needed to make decisions on configuration options when resolving issues.
- Continuous Improvement Support: 
•    Consultancy, brainstorming, collaborative solutioning, auctioning, and assistance with making configuration changes identified as needed by town personnel. 
•    Provide recommendations and guidance on opportunities to improve the town’s configuration, including input on elements such as streamlining business processes, improvement of the data framework, reduction in complexity, reduction or elimination of risks, enhancing security/internal controls, incorporation of best practices, or increasing compliance.
3. Collaboration and Knowledge Transfer: 
•    Work in partnership with the town personnel to problem-solve, providing information to the town on steps required to resolve issues, and provide training on the town’s functionality, helping to build the town’s internal knowledge base.
4. New Projects and Expansion of Town’s Landscape: 
•    Extension of the town’s current workday scope to incorporate additional modules or optional enhancements released by workday. 
•    This may include assisting with testing of new functionality, advising on how to conduct testing, performing configuration changes and implementation services.
5. Workday Release Support: 
•    Support and consultancy on impacts from workday’s twice-annual and other upgrades and changes. 
•    This may include review of mandatory changes and advice on where to concentrate test efforts based on the town’s unique configuration, impact analysis, and advice on optional changes that would benefit the town, support for issue resolution where testing results are unexpected.
- Provision of a customer information portal or other mechanism that would provide the town with visibility to tickets/issues, status, number of hours estimated to complete resolution, status of the town’s express approval to proceed with the application of any estimated work effort, remaining balance of hours, hours used for each issue/activity, and any other relevant information;
- Ability to purchase additional AMS hours or support at the same hourly rate quoted in the costing for the initial service package;
- A clearly articulated and documented access control process used with clients, wherein approval of access for members of the AMS support team is expressly requested of and obtained from the Town.
- Quarterly virtual review meetings with a service manager or similar central coordination role, where the Town’s central contact receives information on the overall system health, opportunities for improvement identified by the support team, discussion on support team performance, etc..

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: August 28, 2025