Workday Application Maintenance Services

The Vendor is required to provide application maintenance services (AMS) Partner to support the continued operation, optimization, and evolution of the city's workday environment.
- Finance and HCM modules are supported by business process analysts within each of those areas while Corporate Information Technology is responsible for major system configurations, security, integrations, and tenant management.
- Implemented Workday to support key corporate functions, including Human Capital Management (HCM), Finance, Payroll, Time Tracking, and Adaptive Planning. 
- As part of our digital transformation strategy, we are seeking a qualified Application Management Services (AMS) provider to support the continued operation, optimization, and evolution of our Workday environment.
- This engagement is intended to supplement internal capacity with Workday-certified experts to ensure the platform continues to meet the City’s operational and strategic needs.
- The provider will deliver ongoing support, assist with release management, provide functional and technical expertise, and contribute to a long-term roadmap for platform improvement.
- Objectives:
•    Ensure the ongoing reliability, compliance, and scalability of the workday system.
•    Support workday updates and configuration changes aligned with business needs.
•    Enhance the city's ability to leverage workday’s reporting and automation capabilities.
•    Empower internal teams through training, documentation, and proactive advisory services.
•    Identify and implement opportunities for system optimization and innovation.    
- Core Support Services
•    Tier 2/3 functional and technical support for modules in use (HCM, finance, payroll, time tracking, adaptive).
•    Incident resolution, root cause analysis, and issue tracking.
•    Configuration support, including business processes, condition rules, and security roles.
•    Documentation of resolutions and changes for knowledge transfer.
- Workday Release Management
•    Review and assessment of semi-annual workday updates.
•    Impact analysis and configuration testing.
•    Coordination of stakeholder communications and training.
•    Deployment planning and post-release support.
•    Perform unit testing and regression testing for all configuration or integration changes prior to promotion.
•    City will conduct user acceptance testing (UAT) and provide final approval.
•    No changes may be made in the production tenant without written approval.
- Configuration and Enhancements
•    Configuration updates and workflow adjustments for existing or new modules within the city’s workday tenant(s) and workday approved apps that the city may wish to implement in the future.
•    Deployment of new features and functionality.
•    Minor enhancements (e.g., dashboards, calculated fields, validations).
•    Guidance on workday extend functionality (as applicable).
- Integration Support
•    Maintenance and support of existing integrations (e.g., payroll providers, financial systems, benefits carriers).
•    Updates to integrations based on business process changes.
•    Development of light integrations (excluding complex middleware solutions).
- Reporting and Analytics
•    Development and modification of custom reports.
•    Advisory services for enhancing dashboards and insights.
•    Support for reporting and metrics using workday tools or power bi.
•    Vendor must support development of:
o    Custom executive dashboards
o    Analytics for internal controls and audit purposes
o    Mobile-friendly reports for field staff (if applicable)
- Training and Change Management
•    End-user training and knowledge transfer to city staff.
•    Development of documentation, quick reference guides, and training materials.
•    Support change management efforts for workday-driven business process changes.
- Service Management
•    Named client success or engagement manager.
•    Monthly reporting on service activity and performance against SLAS.
•    Quarterly roadmap review and strategy alignment sessions.
•    The vendor shall assign a dedicated account manager as the primary liaison for the city. This individual must:
o    Be available during standard business hours and for urgent escalations.
o    Coordinate all service delivery, performance reviews, and strategic planning sessions.
o    Ensure timely assignment of qualified resources and manage personnel continuity.
o    Be authorized to manage scope, resourcing, and work prioritization decisions.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: October 29, 2025