Enterprise Resource Planning Solution

The vendor required to provide to implement a modern, software as a service (SaaS) enterprise resource planning (ERP) solution, the ERP solution, to support transformation of the town’s finance and human resources functions onto a solid foundation capable of delivering advanced workflow-driven processes and self-service capabilities to employees and residents.
- ERP project phasing
•    Acquire to dispose,
•    Hire to retire,
•    Invoice to cash
•    Planning and budgeting
•    Procure to pay
•    Record to report
•    Property tax
•    Time to pay.
- ERP features and functionality
1. Core HR:
•    The core HR capabilities listed in the table below will serve to manage the full employee lifecycle. 
•    The combined set of HR core capabilities, adopting modern best practices and embracing full employee and manager self-service, will deliver end-to-end employee life cycle services and integrated workforce management capabilities establishing a solid foundation for effective HR services. 
•    Transition to employee self-service and the application of system-based business rules for critical pay-related time capture, scheduling, and leaves of absence will ensure the accuracy of payroll feeds and facilitate ease of auditability by providing end-to-end traceability. 
•    Implementation of learning and development capabilities will achieve the desired objective to migrate off the current platform before the end-of-life deadline.
2. Core finance:
•    All core finance capabilities listed in the table below must be delivered to establish an end-to-end foundation for finance, that is based on modern best practices and embraces full employee and manager self-service.
•    Important new core capabilities are being introduced for finance including contract administration, encumbrance accounting, a vendor portal, and significant enhancements to planning, budgeting and forecasting processes.
•    Expected outcomes include stronger, more transparent budgetary control with real-time visibility of commitments and prevention of over-commitment, tighter treasury forecasting, standardized expense management, and potentially accelerate financial close cycles.
3. Core property tax and cash receipting:
•    Implementation of a new property tax solution and cash receipting capabilities will complete the migration from the legacy platform.
•    New billing and payment management capabilities, a self-serve portal that provides users with access to the town’s municipal services catalogue and accepts online payments via a secure, PCI data security standard (DSS)-compliant payment service provider, and a new cash receipting platform that will improve efficiency of front-counter operations.
4. Strategic HR:
•    Strategic HR capabilities will leverage the ERP analytics platform to enable advanced workforce management and succession planning. 
•    Case and incident management tools will be needed to support disability management, employee relations and grievance management, health, safety and wellness, and bargaining management. 
•    Expected value-added benefits include better insight into staffing and redeployment decisions, reduced lost-time and board costs through proactive safety analytics, shorter grievance cycle times, and improved bargaining readiness.
5. Strategic finance:
•    The ERP solution’s common data repository and analytics to elevate maturity and drive targeted improvements in the areas of vendor management, insurance management, risk management, and asset management. enhanced predictive analytics in these areas will contribute to better-informed decisions and result in improved service delivery for residents, and internal users, improved delivery of capital projects, and reduce cost of risk.
- Detailed process and ERP solution design:
•    The systems integrator shall conduct an analysis of the town's business processes and legacy systems in order to finalize the detailed design of the target processes and solution - and to identify the delta between current and future state.
•    The systems integrator will conduct workshops with town resources to map the target processes (down to the activity level) in collaboration with the town.
•    The systems integrator will provide leadership and guidance to ensure that the town implements best practices for optimal use of all modules in the SaaS products, based on their expertise identifying implications, risks, and mitigations required to adopt the recommended target processes.
•    The systems integrator will develop design briefs and specifications for configuration (functional analyses, technical analyses, etc.), which will be reviewed and approved by the town.
•    The systems integrator will actively promote best practices and where necessary identify where standard processes of the ERP solution must be enhanced or adjusted.
•    Custom development should be avoided. 
•    Necessary to close gaps, it must be documented and must be formally approved by the town before any development work commences.
•    The systems integrator shall design and document the target architecture of the ERP solution and confirm its viability for the town while adhering to the established business vision.
•    The systems integrator will also be responsible for ensuring that the delivered ERP solution meets the established architectures at the town.
•    The town will approve the final target architecture, ERP solution and process design and associated artifacts submitted by the systems integrator prior to the commencement of their implementation.
- Data conversion:
•    The systems integrator shall design and oversee the data conversion strategy. 
•    The systems integrator shall identify the data sets to be converted and the conversion rules in consultation with the town. 
•    The systems integrator shall also define the formats required for loading into the ERP solution to enable the town to extract the data from the source systems and transform it into the acceptable formats.
•    The systems integrator shall assign personnel that have experience and are in a position to provide direction and guidance on how to extract the data in the formats required from the town’s existing source systems.
•    The systems integrator shall also be responsible for implementing quality standards and a methodology to ensure the quality, integrity, completeness and security of the loaded data.
•    The systems integrator shall document the proposed conversion activities in advance of any data conversion activity and secure approval from the town prior to beginning the work.
•    After ensuring the validity of the format of the data provided by the town, the systems integrator will load the data into the ERP solution according to the town-approved strategy.
- Change management
•    Best practices in change management for the implementation of an ERP software suite in similar organizations; 
•    Recommended resources to support change management activities; 
•    Supporting managers during change (through punctual consulting, use of the toolbox, assistance during interventions); 
•    Change management or communication tools adapted to the town’s context;
•    Mentoring town resources working in change management and internal resources involved in change initiatives; and 
•    Identifying and recommending indicators to measure the success of change management.
- Support services
1. Application and configuration support
•    Providing assistance in diagnosing and resolving functional, technical or configuration issues within the ERP solution applications, integrations, workflows, and interfaces implemented by the systems integrator. 
•    Implementing approved configuration changes, and minor enhancements required to maintain business continuity or optimize performance. 
•    A deprecation policy that should include:
o    Minimum notice of six months for the deprecation of API elements (e.g., endpoints, methods, operations, data fields, attributes, authentication mechanisms, data formats, protocols, parameters, event hooks, webhooks and error codes), 
o    A minimum of two versions for backward compatibility, and 
o    Notifying the town if it’s using a deprecated API element.
2. Incident management and troubleshooting and help desk services
•    Coordinating with third-party SaaS vendors that form part of the ERP solution and the town’s internal it team, as required, to facilitate problem resolution and root cause analysis.
•    Tier 2 help desk and user support from 8:00 am to 5:00 pm eastern time on business days, where average response times for critical issues should be within four hours with a resolution within 24 hours on a business day, and average response times for non-critical issues should be within 1 business day with a resolution within one week. 
•    Maintaining defined severity classifications (e.g., critical, high, medium, low) and escalation procedures, including after-hours incident escalation for critical, production impacting events. 
•    Documenting all incidents and resolutions for traceability and trend analysis
3. System monitoring and performance management
•    Monitoring key system integrations, interfaces, and job schedules implemented by the systems integrator to ensure availability and performance. 
•    Tracking, reporting and addressing recurring incidents, utilization, and performance degradation trends. 
•    Providing telemetry, threshold and proactive notifications of customer-impacting events, that should include a website that the town can access that shows:
o    A status page with real-time or near real-time (≤ 5 minutes lag) updates, tenant specific views, and displays current service health by service and region, incident timeline and planned maintenance, and a minimum of 12 months of history, 
o    Telemetry and metrics that show availability (current and rolling), incident state and scope, and authentication success rate, and 
o    Advisories showing no less than five (5) business days’ notice of planned maintenance.
4. Release and change management
•    Managing, testing, and deploying updates, patches, or new releases to configurations, integrations, and custom components implemented by the systems integrator, in alignment with the town’s change control procedures. 
•    Supporting the town in evaluating the impact of SaaS product vendor upgrades on integrations and dependent processes. 
•    Maintaining regression testing protocols for handling updates and providing rollback procedures to ensure continuity in the event of deployment changes. 
•    Documenting all changes, test results, and implementation details for audit and compliance purposes.
5. User support and knowledge transfer
•    Providing technical guidance and “how-to” assistance to the town’s super-users and it staff on ERP solution functionality within the systems integrator’s implemented scope. 
•    Maintaining updated system documentation and knowledge base materials. 
•    Conducting knowledge transfer and refresher sessions at least quarterly or in alignment with major system updates to ensure continuity of operational knowledge and self-sufficiency.
6. Service management and reporting
•    Implementing and maintaining an IT service management (ITSM) platform or equivalent support portal for the town’s use in logging, tracking, and managing incidents, service requests, and change requests related to the ERP solution. 
•    Ensuring that all support tickets are classified, prioritized, and resolved in accordance with agreed service levels. 
•    Providing visibility to the town through dashboards and reports on ticket status, service levels, root causes, and recurring issues. 
•    Maintaining records and audit trails of all service activities for continuous improvement and performance reporting. 
•    Participating in regular review meetings with the town to evaluate service performance, metrics and identify improvement opportunities.

- Contract Period/Term: 5 years
- Non-Mandatory Proponent Briefing Presentation (Virtual) Date: November 19, 2025
- Questions/Inquires Deadline: November 26, 2025