PU-20-0182 - Oracle Cloud Support

Tender description

Why the Work is Being Done Oracle Cloud is the primary corporate system for ONS. Our current support contract expires 31 March 2020 and we therefore need to secure a supplier who can provide 24/7/365 support, maintain and develop these systems after this point. Suppliers must be able to start the onboarding process by 1st February. Problem to Be Solved We require a supplier with functional and technical expertise and experience, who exclusively support Oracle Cloud HCM, Payroll, ERP, PBCS, Cloud Reporting Suite, Integrations. The supplier should encourage flexibility, innovation and knowledge transfer. Who Are the Users Circa 4200 ONS staff Early Market Engagement N/A Work Already Done Oracle SaaS Cloud is currently live and supported by an experienced ONS Oracle Cloud Support and Development and Reporting and Technical team and supported by an existing incumbent supplier to deliver this service. The successful supplier shall be expected to onboard and support knowledge transfer between themselves and ONS. Also the successful supplier will be responsible for facilitating knowledge transfer between themselves and the existing incumbent. Existing Team You will be working with representatives of our ONS Oracle Cloud Support and Development and Reporting and Technical team to facilitate the on boarding process in February 2020 as well as our current supplier. Current Phase Live Work Location Work can be done offsite, but we would expect you to be able to visit any of the ONS offices, when ONS require. Working Arrangments It is expected that the new supplier will work predominantly offsite, with occasional ad-hoc visits to any of the ONS offices, when ONS require. Security Clearance All staff working on the contract must be at least SC cleared or capable of being cleared to SC. Bidders must confirm clearance of nominated resources. If required, ONS will initiate SC clearance. Additional T&Cs N/A Skills & Experience Experience of providing 24/7/365 support for Oracle SaaS Cloud, including providing third line support and ensuring that application support is not subject to single points of failure - 8% Have a proven track record of incident management and problem resolution, with internal escalation process - 8% Have a well-established and ingrained culture of service improvement and have experience of implementing client-led changes to IT systems - 7% Be functional experts in Oracle Cloud HCM, Payroll, ERP, PBCS, Cloud Reporting Suite, Integrations Tools Fix-on-fail support - 8% Have evidence of delivering at pace and working to tight timescales - 7% Have the ability to develop technical expertise quickly on unfamiliar systems - 7% Have the ability to explain technical details to users with low technical literacy - 6% Have a strong track record of service management, providing service management information, service review, access to client portal and monitoring - 8% Oracle Cloud Support ticket (SR) Management when required - 4% Have the ability to evaluate and implement impact assessments - 6% Have the ability to create bulk data load and manipulation with knowledge transfer - 6% Experts in Security, roles, GDPR and access management - 8% Have the ability to advise ONS on the future Oracle Roadmap, including AI and Robotics - 7% Nice to Haves Previous experience of providing support for government departments - 2% Have the ability to undertake Oracle Cloud Health Checks - 2% Experts in delivering PaaS development - 2% Experts in delivering CX modules - 2% Undertake testing services when required - 2% No. of Suppliers to Evaluate 3 Proposal Criteria Technical solution – 15% Approach and methodology (including how approach meets our goal) – 15% Estimated time frame for work (start and finish) – 5% Team structure and technological capabilities in-house - 20% Value for money – 5% Cultural Fit Criteria Work as a team with our organisation and other suppliers – 20% Payment Approach Time and materials Assessment Method Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers No questions have been answered yet Budget range