The Vendor is required to provide the management of workforce software, assisting with development and implementation of any upgrades necessary.
- The managed service provider will be responsible for the following activities:
- Implementation and setup
• System installation and configuration
1. Integration with oracle cloud software
2. Customization of time and attendance solution
- On-going managed services
• System monitoring and performance management
• Software updates and patch management
1. Support for the workforce software current version 20.2.0.24110
2. Work with agency to provide end to end test scripts for testing the workforce software
3. Work with agency and workforce software to test updates and patches
• Compliance management
- Support
• Helpdesk support
1. Support channels - describe in detail your support channels, i.e. phone, email, ticketing system
2. Outline the escalation process in detail for each level of escalation
• Troubleshooting and issue resolution
1. Include scope of support, issue reporting process, response and resolution times
• Training and documentation
1. Training formats, number of training sessions, training materials
2. Trainer qualifications, post training support
• User support list all on-shore and off-shore support options
1. Include hours of availability and cost for each option
- Performance metrics and service level agreement
• Provide a comprehensive list of key performance indicators that will be used to measure the effectiveness, efficiency, and quality of the services delivered; list the frequency of each report examples, monthly, quarterly or ad hoc
- Testing and validation
• Conduct UAT (user acceptance testing)
• Resolve implementation issues prior to go-live obtain sign-off on each implementation milestone.
- Questions/Inquires Deadline: April 24, 2025