PU-20-0182 - Oracle Cloud Support

Tender description

Summary of the work To provide 24/7/365 support and development to the ONS Oracle SaaS Cloud System, supporting Oracle Cloud HCM, Payroll, ERP, PBCS, Cloud Reporting Suite, Integrations and support team to develop the ONS Oracle Cloud Roadmap. Expected Contract Length 24 months Latest start date Saturday 1 February 2020 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 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% 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 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 • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. 1- Who is the incumbent supplier for the support please2- Is the incumbent entitled to bid for this contract extension3- Is TUPE a factor for the new supplier 1 - Accenture2 - Yes3 - No TUPE factors with the incumbent supplier - the contract does not involve the transfer of ONS permanent business 2. Please can you confirm the size of the incumbent team (number of FTEs)? The ONS Oracle Support and Development and Reporting consists of 9 FTEs 3. Is there a requirement for 24/7/365 support? If so, which services and modules require 24/7 support and what level of support is expected? ONS will expect the supplier to provide 24/7/365 support for priority one issues. The supplier will be expected to be available to communicate with ONS and other third parties on this level of issue. 4. Are ONS looking for a UK-only support model? Yes ONS is looking for UK-only support module. 5. Can you confirm that ONS currently run Oracle Payroll? No ONS do not run Oracle Payroll 6. What quarterly update wave are ONS on? February, May, August, November 7. Question – "Have the ability to create bulk data load and manipulation with knowledge transfer". Can confirm if this relates to the use of data loaders? Yes it does relate to data loaders 8. What is the current integration landscape? And how many are there? ONS has five outgoing interfaces:Two pay interfaces with CGI Logica - Interfaces create four filesInterface to an internal field work management toolInterface to an flexible working hours systemInterface to an internal corporate directory system 9. Can you provide the number of users per module? 5000 self service users50 Finance Users100 HCM Users100 Reporting Users 10. Can you confirm what reporting tools are currently used, and the number of custom reports? We currently use OTBI and BI Publisher. HCM extracts are also used for a small number of data processes.On the Finance side, we have ~30 custom reports, all of which are built within BIP. We are beginning to use SmartView alongside this. We do not have access to Finance Reporting Studio at the current time.For HCM, we have ~100 custom reports. 75% of them are built within OTBI – the remainder are BIP. 11. Please state the Transition Location & specific transition timelines in mind, if any. Transition between ONS and the supplier will take place at the Newport ONS office.Transition between current and future supplier, will need to be agreed.Timeline for transition is 1st February 2020 to 31st March 2020. 12. Please elaborate on duration of support required? (3 Years, 5 years, etc.) Duration required is 2 years 13. How are the L1 helpdesk calls routed to the L2 team? Are they managed by a third party/vendor? Level 1 and 2 calls will dealt with by ONS experts. The supplier will be expects to support more complicated level 3 calls. 14. "Can you Please specify the tools used for,if any :a. Incident/ SR/ CR management -b. Test Management and Test Automation -c. Release management -d. Any Job monitoring agent – We will expect to use the supplier's portal for these tasks. 15. Scope of Modules to be supported for HCM, ERP and PBCS applications? PBCS is not currently used by ONSERP modules - General Ledger, cash management, payables, receivables, procurement, expensesHCM - Absence, assignment changes, performance, personal changes, talent management 16. Level of Support: L2 and L3 (L1 – Helpdesk is expected to be out of scope) Level 3 support required 17. Monthly Ticket Volume that we can expect for each application – Incidents and Service Requests (module wise). Please share a dump of ticket dump since go-live as available A response to this clarification question is not permissible at the essential skills and experience stage and requires further work for ONS to provide a response. Shortlisted suppliers will have sufficient opportunity to ask clarifications at stage 2 to inform their proposal response. 18. Can a dump of the tickets be shared with Supplier? A response to this clarification question is not permissible at the essential skills and experience stage and requires further work for ONS to provide a response. Shortlisted suppliers will have sufficient opportunity to ask clarifications at stage 2 to inform their proposal response. 19. h) Please let us know the Service Level Requirements (SLAs and Operational Metrices) that are expected It is the supplier's responsibility to notify ONS of their SLA levels 20. How would you describe the level of documentation (design docs, config docs, test scripts) available? Are “Known Error Databases” and SOPs maintained? Design and configuration documentation is varied. Implementation documentation is incomplete. Documentation since go live is up to date.Testing documentation is at the required level for ONS 21. What are the applications that have been implemented as a part of the fusion cloud ERP?. e.g – Financials, Procurement etc. General Ledger, Payables, Receivables, Cash management, Procurement and Expenses 22. Does the ONS cloud support team include Functional core users/experts? Yes the ONS support team are dedicated Fusion experts 23. How many issues are reported across the various areas? A response to this clarification question is not permissible at the essential skills and experience stage and requires further work for ONS to provide a response. Shortlisted suppliers will have sufficient opportunity to ask clarifications at stage 2 to inform their proposal response. 24. Could ONS share a sample of the actual issues being reported and a summary of issues grouped by severity? A response to this clarification question is not permissible at the essential skills and experience stage and requires further work for ONS to provide a response. Shortlisted suppliers will have sufficient opportunity to ask clarifications at stage 2 to inform their proposal response. 25. How many external consultants have been deployed to support ONS across various products/functional modules? Zero 26. Could ONS share the breakup of this deployment product-wise and also the Functional and technical split? ERP - General Ledger, Payables, Receivables, Cash Management, Procurement, ExpensesHCM - Absences, performance, personal and assignment changes, talent managementIntegrations - 5 Interfaces, pay, flexi, corporate directory, field managements tool, overtime 27. Please provide the # of Reports, PaaS for SaaS including the finalized list of each of the applications HCM, PBCS and ERP ? There is no Paas for SaaSERP - General Ledger, Payables, Receivables, Cash Management, Procurement, ExpensesHCM - Absences, performance, personal and assignment changes, talent managementIntegrations - 5 Interfaces, pay, flexi, corporate directory, field managements tool, overtime.On the Finance side, we have ~30 custom reports, all of which are built within BIP. We are beginning to use SmartView alongside this. We do not have access to Finance Reporting Studio at the current time.For HCM, we have ~100 custom reports. 75% of them are built within OTBI – the remainder are BIP. 28. Kindly provide the list of integrations that will be in scope of HCM and ERP Cloud Support. Please specify the middleware platform : Is this Oracle integration CLoud ? Integrations - 5 Interfaces, pay, flexi, corporate directory, field managements tool, overtimeStandard Oracle middlewareIntegration are designed using BI Publisher and HCM extract 29. Please provide the To Be Application landscape for HCM Cloud showing interfaces/ integrations and 3rd party applications. This is currently under consideration 30. As we understand Regression testing for monthly patch deployment and quarterly updates is an important activity throught support period. Please confirm if regression test process are already automated with scripts etc. as part of current support? Regression testing is not automated and is undertaken by ONS 31. Please can you provide a profile of the Incident volumes logged with the current supplier (volume, priority, time of day, systems area / skill) and whether the trend is likely to change moving forwards A response to this clarification question is not permissible at the essential skills and experience stage and requires further work for ONS to provide a response. Shortlisted suppliers will have sufficient opportunity to ask clarifications at stage 2 to inform their proposal response. 32. Please provide any requirements regarding Incident Management SLAs – or is this for the supplier to propose? This for the supplier to propose 33. 1. What date did ONS go live with Oracle Cloud? 31 October 2016 34. 2. What is the average number of support tickets created per month over the last 6 months, broken down by:a. HCM / Payrollb. ERPc. PBCSd. Others / Integrations A response to this clarification question is not permissible at the essential skills and experience stage and requires further work for ONS to provide a response. Shortlisted suppliers will have sufficient opportunity to ask clarifications at stage 2 to inform their proposal response. 35. 3. How many active users for:a. ERPb. PBCS ERP - 50 professional usersPBCS - 0 - ONS not live with PBCS 36. 4. How many integrations are supported, and is there a middleware solution in the current Cloud architecture to facilitate these integrations? Integrations - 5 Interfaces, pay, flexi, corporate directory, field managements tool, overtimeIntegrations are built using BI publisher and HCM ExtractOracle standard middleware 37. 5. If the successful supplier is responsible for facilitating the knowledge transfer with Accenture, are Accenture mandated to provide this to a competitor? A response to this clarification question is not permissible at the essential skills and experience stage and requires further work for ONS to provide a response. Shortlisted suppliers will have sufficient opportunity to ask clarifications at stage 2 to inform their proposal response. 38. Kindly confirm the timeline for following cycles, these are relevant to understand the critical period for providing support. Also mention if any of these are not to be supported by TCS team.1. Salary Review Cycle (examples – Start date: MMYYYYY End date: MMYYYYY )2. Bonus Review Cycle:3. Performance Evaluation Cycle4. Payroll Cycles: Weekly, Monthly, Bi-weekly" 1 - 1 August each year2 - No requirement at present3 - 365 days a year, there is no cycle4 - Monthly 39. "Kindly confirm the Support Window:UK Business Hours for 5 days a week? or 16*5 or 24*7 or any other specific to time zone (please specify) It is for the supplier to provide their business support hours, ONS has stated their requirementONS would notify supplier of key activities has required 40. Let us know the expected Support Coverage / Window. Please mention if any special coverage or processes needed for special or periodic processes" ONS would notify supplier of any special coverage in advance and to the agreed SLA 41. Do you expect all resources to be SC cleared? Yes 42. How can ONS help in the SC Clearance? ONS will arrange the clearance with the supplier 43. From you previous experience how long does it take to obtain the SC Clearance in average? Up to 6 weeks 44. Is there any preference given to the current support supplier? No 45. For PBCS, when is the Planning and Budgeting cycle. Does this area require the same level of support throughout the year? PBCS is not currently live in ONS 46. What is the current version of the various application. Does ONS follow the quarterly release and upgrade cycles of Oracle. ONS is currently in version 19DCadence is February, May, August, November 47. As a part of the quarterly upgrade process would the ONS users be available to test the upgrade OR is it the responsibility of the external consultant to test and identify any issues? It is currently the responsibility of ONS to test updates 48. Does ONS have the test scripts for all the applications that are being used by ONS? Yes 49. Does ONS have an internal severity classification for the issues reported. Also the expected response and turn around time for various levels of severity? It is the responsibility of the supplier to provide their severity response timesONS does not have a classification 50. Is there any Service level agreement with the existing vendor? Yes 51. Does the scope include any new development of Reports or integration? The supplier must have the ability to built new reports and integrations 52. Which software is used for raising support tickets? ONS will use supplier software 53. What is the technology used for reporting? We currently use OTBI and BI Publisher. HCM extracts are also used for a small number of data processes.On the Finance side, we have ~30 custom reports, all of which are built within BIP. We are beginning to use SmartView alongside this. We do not have access to Finance Reporting Studio at the current time.For HCM, we have ~100 custom reports. 75% of them are built within OTBI – the remainder are BIP. 54. Are you using Oracle Integration Cloud? No