Specifications include, but are not limited to: The following items comprise the scope of services being requested by the City: SECTION A –FUNCTIONAL SUPPORT Establish Service Level Agreement (SLA) • Conduct interviews with key City personnel to establish an agreement to managed day-to-day Oracle ERP Cloud support and related services • Examine existing managed services documentation for system configuration and awareness • Develop a work prioritization process • Through SLA prioritization process, prioritize application processes • Develop and document criteria and formats for administrative, service activities and service level reporting • Establish process for annual review and update of SLA • Review existing training materials • Provide dedicated support manager • Monitor and manage system releases • Provide status based on SLA • Manage SLA • Design, develop, test and implement updates and changes • Develop test/implementation plans—track accordingly • Report status of overall managed services effort as requested by the City • Work with City to regularly communicate updates and changes • Execute functional support • Work directly with City project management team (PM), subject matter experts (SMEs) and other key staff to resolve reported help desk issues • System issue resolution o Work directly with Oracle to resolve service requests o Manage/track Oracle service requests, enhancement requests and ideas • Create and update test scripts needed for functional and technical changes • Implement solutions as developed by Oracle and tested by both the Respondent and the City • Maintain system-related processes and documentation • Provide assistance in key system processes (i.e. interfaces and process of monthly closing of sub-ledgers) • Serve as SME to third party development partners o Assess impact of patches on training, interfaces, processes, documentation, reports, etc. o Make recommendations for adoption of new or changed functionality o Validate patches have properly moved to production o Reporting support • Provide functional support for reports created using all current and new Oracle Cloud reporting tools, including but not limited to: o Financial Reporting Studio o Oracle Transaction Business Intelligence o Business Intelligence Publisher o Business Intelligence Mobile o Smart View o Budget Monitor o Account Monitor o Infolets • Review the City’s existing reporting requirements and recommend changes which optimize functionality inherent in each reporting tool • A minimum of twice a year, review existing reports for redundancy and usefulness based on City reporting requirements/business needs o Make recommendations for revising, archiving and/or deleting existing reports • Assist with continuous process improvement and provide insight into public sector ERP leading practices—specifically cities and counties • Functionality optimization o Perform an assessment of the City’s existing Oracle ERP Cloud installation o Recommend configuration/functionality modifications which incorporate public sector leading practices, available functionality (including interfaces between modules and unpurchased/unimplemented licenses) and firm experience o Assist in executing City-approved recommendations with the express intent of optimizing the City’s overall use of available Oracle ERP Cloud functionality • Suggest edits to existing policies, procedures and/or work instructions which optimize use of existing or new Oracle ERP Cloud functionality • Leverage Oracle/other client relationships to lobby for expedited Oracle introduction of leading practice public sector functionality not available in the current or subsequent release(s)
