Oracle Technical Support 2021

Tender description

Summary of the work CCW currently uses Oracle Right Now Service Cloud as its CRM system. To ensure that the product is fit for purpose, quarterly system upgrades are required. We therefore need an approved Oracle partner with the technical expertise to advise us and implement these upgrades. Expected Contract Length Maximum contract termination date is 24 months Latest start date Monday 22 November 2021 Budget Range Up To £12’000 per annum. CCW is expecting under £1'000 per day rate cards. Why the Work is Being Done CCW currently uses Oracle Right Now Service Cloud as its CRM system. To ensure that the product is fit for purpose, quarterly system upgrades are required. We therefore need an approved Oracle partner with the technical expertise to advise us and implement these upgrades. Problem to Be Solved • Take ownership of the CCW Oracle CRM upgrade from initial Oracle announcement, through testing phases to live upgrade production site day. • Be prepared to read and digest ALL relevant release notes. Inform CCW how this will affect current site, CCW is keen to understand if upgrade offers any benefits to the organisation – old site vs new site key attributes etc. • Advise CCW if pre-requisites are needed to perform upgrade. Do CCW need to upgrade a key element on system, i.e. .NET, TLS etc. • Pre-test - Work closely with CCW Oracle users to offer testing advice on upgraded TEST site, before production site is upgraded. Confirm with CCW Oracle users all key features are working, i.e. postcode lookup, any bespoke add-ins, White-mail etc. • Post-test – Work closely with CCW Oracle users to ensure upgrade has completed, as planned, and all features are working as expected. CCW to sign off upgrade is complete. Who Are the Users The users of the product are the Consumer Relations Team who manage complaints and enquiries on behalf of water consumers in England and Wales. The system also produces valuable performance data and reports for stakeholders in the water industry, DEFRA, Welsh Government and the regulator Ofwat. Early Market Engagement Non Work Already Done All updates are done to date. Existing Team The Consumer Relations team is made up of around 30 employees who are based in Birmingham and Cardiff. The day-to-day operational function is managed by the Consumer Experience Manager who will oversee this contract. Current Phase Live Skills & Experience • An approved Oracle Partner • Proven Experience of working with a small organisation to implement Oracle upgrades Nice to Haves • Direct experience of working with CCW on other projects. Work Location We would require meetings for updates via video conferencing & face-to-face meetings at our office in Birmingham if necessary. Working Arrangments The successful supplier will need to work with the Oracle & CCW staff around the business who will provide valuable insight to the upgrade. This can be done virtual or face to face if required. We also have an IT Manager who will be able to provide technical support, particularly when it comes to the upgrade. Security Clearance Baseline check (blue) security clearance will be required for CCW. Additional T&Cs This is a call-off contract as and when the updates are required. No. of Suppliers to Evaluate 10 Proposal Criteria • Technical solution and futureproofing • Approach and methodology to complete upgrade • How the solution meets our organisational needs • Risk management and timeframe • Total rate card per day cost Cultural Fit Criteria • work as a team with our organisation and user groups to find a solution for all • be transparent and collaborative when making decision • take responsibility for their work to ensure a successful outcome • share knowledge and experience with our team members • challenge the status quo and find new ways to deliver • can work with clients with low technical expertise and find solutions that work for all Payment Approach Capped time and materials Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. Is the supplier expected to embark independently on baseline (blue) security clearance or will CCW co-ordinate and pay for this? Yes the supplier is expected to obtain the necessary clearance by there own funds.