C250311_Exhibit_A,_SOW.pdf

RFP 250311

EXHIBIT A

SCOPE OF WORK

Workday Application Management

Services (AMS) Support

Table of Contents

BACKGROUND

PROJECT GOALS / OBJECTIVES AND HIGH-LEVEL PROJECT SCOPE

Production Support

Workday Release Management

Functional Support

Integration Support

Reporting and Analytics

Security Administration

Enhancements

Testing Support

Documentation

Workday Advisory and Optimization Services

System Configuration Documentation and Knowledge Management

Resource Location Requirements

CONSULTANT’S RESPONSE TO PROPOSAL

CONTINUOUS IMPROVEMENT

Transition Plan and Initial Support Stabilization

Consultant Team

BUSINESS NARRATIVE

WORKDAY MODULE SUPPORT MATRIX

SERVICE LEVEL AGREEMENT (SLA) AND SERVICE AVAILABILITY

Escalation Procedures

TASKS AND DELIVERABLES

ENHANCEMENT SERVICES

BACKGROUND

PROJECT GOALS / OBJECTIVES AND HIGH-LEVEL PROJECT SCOPE

The goal of this engagement is to provide comprehensive Workday system support and administration services to ensure the stability, security, and continuous improvement of

Orange County Transportation Authority’s (OCTA) Workday environment. This includes maintaining system performance, supporting business operations, and enabling data-driven decision-making through reliable reporting and analytics.

There are 2 parts for this engagement:

1. Firm fixed price for Workday system support and administrative services

2. Professional services for enhancements services

1. Workday system support and administrative services

The Consultant shall:

Provide ongoing Workday system administration support to ensure system availability, performance, and reliability.

Deliver incident management and issue resolution services to promptly address system defects, user issues, and service disruptions.

Support Workday release management, including reviewing and evaluating impacts to

OCTA, testing coordination, and deployment of system updates and enhancements.

Perform functional configuration support to maintain and update system configurations aligned with business requirements.

Provide reporting and analytics support to ensure accurate, timely, and meaningful data is available for operational and strategic use.

Conduct integration monitoring and maintenance to ensure data flows between Workday and integrated systems remain accurate and reliable.

Administer security and governance controls, including role-based access, compliance alignment, and audit support.

Provide testing support for system changes, configurations, and releases to ensure functionality and minimize risk.

Support enhancements and continuous improvement efforts to optimize system capabilities and align with evolving business needs.

High Level Scope of Work:

The scope of this engagement includes providing end-to-end operational and functional support for the OCTA’s Workday system. The Consultant shall be responsible for supporting OCTA in system administration, incident management, release management, configuration support, reporting and analytics, integration monitoring, and security administration. The Consultant shall also support testing activities and facilitate system enhancements and continuous improvement initiatives.

Services shall include monitoring system performance, resolving issues, maintaining integrations, supporting reporting needs, and ensuring system configurations and security controls are properly managed. The Consultant shall work collaboratively with OCTA stakeholders to support ongoing operations and implement improvements aligned with business priorities.

This engagement is focused on ongoing support and optimization of the Workday environment to ensure system stability, compliance, and alignment with OCTA operational requirements.

Production Support

Provide day-to-day operational support including:

• Incident management

• Root cause analysis

• Troubleshooting

• Data corrections

• Configuration updates

• Tenant management

• Tenant configuration management

• Sandbox and Preview tenant coordination

Workday Release Management

Support Workday’s bi-annual updates by:

• Reviewing release notes

• Deploying updates

• Updating documentation

• Feature adoption recommendations

• Configuration updates

• Coordination of regression testing and planning

• User communication

• Post-release validation and documentation updates

Functional Support

Support all configured modules including:

• HCM

• Payroll

• Benefits

• Recruiting

• Talent

• Absence

• Learning

• Extend

• Help

• Prism Analytics

• Compensation

Integration Support

Provide support for all inbound and outbound integrations including:

• Monitoring integration jobs

• Error resolution

• Integration updates

• API configuration and lifecycle support

• Consultant integration management

• Integration inventory management

• Monitoring Workday Studio integrations

• Core connector configuration

• EIB troubleshooting

Reporting and Analytics

Provide support for:

• Workday dashboards

• Custom reports

• Data extracts

• Analytics tools

Security Administration

Provide support including:

• Role-based security maintenance

• Segregation of duties analysis

• User provisioning and access management

• Security audit support

• Domain security policy management

• Periodic security reviews

Enhancements

Provide support for system improvements including:

• Configuration changes

• Minor enhancements

• Process improvements

• Automation opportunities

Testing Support

Assist with:

• Regression testing

• Integration testing

• User acceptance testing

• Release validation

Documentation

Maintain documentation including:

• Configuration documentation, including configuration workbooks, reports, business processes and security groups.

• Integration documentation

• Support procedures

• Knowledge base

Workday Advisory and Optimization Services

The Consultant shall provide advisory services to assist OCTA in maximizing the value of its Workday investment.

Services may include:

• Reviewing Workday bi-annual release notes and identifying relevant features

• Providing recommendations for adopting new Workday functionality

• Conducting system health checks and configuration reviews

• Identifying opportunities for process improvement and automation

• Advising OCTA on Workday best practices and industry trends

• Supporting long-term roadmap planning for Workday capabilities

The Consultant shall provide recommendations that align with OCTA’s operational priorities and system architecture.

System Configuration Documentation and Knowledge Management

The Consultant shall maintain documentation of OCTA’s Workday configuration and architecture sufficient to support ongoing system administration.

Documentation must include:

• Configuration design documentation

• Integration of inventory and architecture diagrams

• Security role and domain documentation

• Business process framework documentation

• Reporting catalog

Documentation must be maintained and updated throughout the contract term and provided to OCTA upon request.

Resource Location Requirements

Consultant must ensure that resources are available during the hours of

7:00 AM - 6:00 PM PT (Pacific Time).

The Consultant must ensure assigned staff are fluent in English (written and verbal).

Consultant should demonstrate their ability to meet these requirements, including responsiveness, time zone alignment, and availability for onsite or in-region support, if required.

CONSULTANT’S RESPONSE TO PROPOSAL

CONTINUOUS IMPROVEMENT

The Consultant shall adopt a continuous improvement approach supported by a staffing model that emphasizes continuity, stability, and deep familiarity with OCTA’s Workday environment.

Describe how the firm will:

• Identify optimization opportunities within OCTA’s Workday environment

• Support adoption of new Workday features and capabilities

• Conduct system health checks and configuration reviews

• Provide strategic advisory services related to Workday roadmap planning

• Recommend automation and process improvements

• Advise OCTA on Workday best practices and industry trends

Transition Plan and Initial Support Stabilization

Consultant shall provide the following as part of this engagement. The details of each component are outlined in this Scope of Work (SOW).

• Project Management and Documentation – The administrative efforts and associated documentation to support the ongoing management, maintenance, and operation of Workday.

• Provision, Install, Configure, Test, and Deploy – The services required to implement, configure, test and deploy updates and enhancements.

• Software Interfaces and Reports – All integrations between Workday and OCTA’s existing internal and external application systems, as well as reports.

• Data Migration and Conversion.

• Training for OCTA resources.

• Organizational Change Management (OCM).

Consultant Team

Consultant’s personnel shall accept the following as part of this engagement.

• Consultant’s resources shall accept the condition that scheduling flexibility is required since OCTA’s activities are driven by a combination of internal and external dependencies.

• Consultant’s resources shall work closely with OCTA Information Systems team to plan the expected work for each reporting/billing period. All project work shall be coordinated through the OCTA Information Systems Team.

• Consultant shall provide to each of their assigned resources a personal workstation (e.g., laptop PC) and cell phone.

• Consultant’s personnel assigned to work on OCTA projects are responsible for the proper care of OCTA’s facilities and equipment made available to them throughout the term of the contract.

• All resources participating on Consultant's project team shall have sufficient comprehension of the English language to read, write, speak, and understand all job-related directions and discussions.

• Consultant’s resources shall be available from 7:00 AM to 6:00 PM (Pacific Time), Mondays through Fridays, and on all U.S. working days aligned with OCTA’s

Holiday schedule listed below.

OCTA’s 2026 Holiday Schedule:

• Day before Independence Day Friday, July 3 (Observed)

• Labor Day Monday, September 7

• Thanksgiving Day Thursday, November 26

• Day after Thanksgiving Friday, November 27 (Designated)

• Christmas Friday, December 25

OCTA’s 2027 Holiday Schedule:

• New Year’s Day Friday, January 1

• Memorial Day Monday, May 31

BUSINESS NARRATIVE

OCTA is seeking proposals from qualified firms to provide comprehensive AMS for its

Workday Human Capital Management (HCM), Learning, and Payroll platforms following the recent system implementation.

Having successfully deployed its Workday Enterprise Human Resources and Payroll

Management System, OCTA is focused on ensuring the long-term stability, performance, and continuous improvement of the platform. To support this objective, OCTA requires an experienced AMS provider capable of delivering ongoing operational support, system optimization, enhancements, and strategic advisory services.

The selected Consultant will play a critical role in maintaining and advancing the Workday environment. Responsibilities will include providing functional and technical support, managing system integrations, supporting reporting and analytics, and ensuring robust security administration. The Consultant will work collaboratively with OCTA stakeholders to address evolving business needs, enhance system capabilities, and ensure the platform continues to effectively support organizational operations.

Through this engagement, OCTA aims to maximize the value of its Workday investment by maintaining a reliable, efficient, and scalable system that supports its workforce and business objectives.

WORKDAY MODULE SUPPORT MATRIX

• As part of this effort, Consultants shall complete a Workday Module Support Matrix questionnaire confirming their capability to support each deployed module within

OCTA’s Workday environment. The questionnaire will require consultants to indicate “Yes” or “No” for their ability to provide support across functional, technical, reporting, security, and integration areas, including modules such as Core HCM, Payroll, Benefits Administration, Absence Management, Recruiting, Talent and

Performance, Compensation, Security, Reporting, Integrations, Workday Studio, Extend, Prism Analytics, and EIB/Core Connectors.

• Responses to this questionnaire, as detailed below, will be used to evaluate the

Consultant’s ability to provide comprehensive module and integration support.

Through effective issue resolution and demonstrated capability across all required modules, the Consultant shall ensure a stable Workday environment and a successful transition to ongoing Application Management Services.

Module Support Required Consultant

Capability

Core HCM Configuration, troubleshooting Yes / No

Payroll Payroll processing support Yes / No

Benefits Administration Open enrollment support Yes / No

Help Help Support Yes / No

Absence Management Leave plan configuration, Time entry configuration Yes / No

Recruiting Job requisition workflows Yes / No

Talent & Performance Goal and review cycles Yes / No

Compensation Merit cycles and planning Yes / No

Security Role maintenance and audits Yes / No

Extend Extend Support Yes / No

Prism Analytics Prism Analytics Support Yes / No

Reporting & Dashboards Custom reports and analytics Yes / No

Integrations Monitoring and troubleshooting Yes / No

Workday Studio Advanced integrations Yes / No

EIB / Core Connectors Data imports and exports Yes / No

• The Consultant must support integrations between Workday and OCTA enterprise systems including:

o Identity management systems o Timekeeping systems o Financial systems o Benefits consultants o Payroll tax services o External Reporting Tools

SERVICE LEVEL AGREEMENT (SLA) AND SERVICE AVAILABILITY

Software performance expectations are provided. The descriptions of issue criticality, priority level, and resolution timing are described below.

Priority Level Descriptions

Priority Level Description Response Time

Resolution/ Workaround Target

Priority 1 – Critical System unavailable, payroll failure, security breach, or major integration failure

<1 Hour 4-8 Hours

Priority 2 – High Major functionality unavailable impacting multiple users

2 Hours 24 Hours

Priority 3 – Medium Functionality degraded with workaround available

4 Hours 2 Business Days

Priority 4 – Low Minor issues, cosmetic defects, informational requests, business correspondence

1 Business Day

5 Business Days

Examples of Priority 1 Issues

• Payroll processing failure

• Benefits enrollment unavailable

• Integration failure impacting critical consultants

• System authentication failure

SERVICE LEVEL AGREEMENT (SLA)

AMS support availability 7:00 AM – 6:00 PM PT (Business Days)

Critical incident coverage 24x7

Ticket acknowledgement 95% within SLA

Issue resolution compliance 90% within SLA

Escalation Procedures

The Consultant must implement a defined escalation path:

Example:

Level 1 – Consultant’s Support Analyst

Level 2 – Consultant’s Functional/Technical Workday SME

Level 3 – Consultant’s Engagement Manager

Level 4 – OCTA Senior Management

The Consultant must provide monthly operational reports.

TASKS AND DELIVERABLES

The following tasks correspond to Consultant efforts and deliverables.

Task 1 – Production Support & System Administration

Consultant shall provide ongoing operational support, including incident management, troubleshooting, root cause analysis, and data correction activities.

Consultant shall maintain tenant configurations across all environments, including

Production, Sandbox, and Preview. Consultant shall monitor system performance, availability, and reliability on a continuous basis.

Deliverables: Consultant shall provide monthly incident and service request reports, including ticket volume by category, priority, resolution times, and SLA compliance. Consultant shall deliver root cause analysis reports for all Priority 1 and

Priority 2 incidents, system health indicators, and enhancement backlogs. Consultant shall maintain and provide updated configuration and tenant management documentation.

Task 2 – Workday Release Management

Consultant shall review Workday bi-annual release notes, assess potential impacts, coordinate regression testing and deployment activities, implement required configuration updates, and support feature adoption.

Deliverables: Consultant shall provide a release impact assessment report, regression testing results and defect logs, a post-release validation report, and updated system and configuration documentation.

Task 3 – Functional Support (Workday Modules)

Consultant shall maintain and update configurations across supported modules, including HCM, Payroll, Benefits, Recruiting, Talent, Absence, Learning, Extend, Help, Prism, and Compensation. Consultant shall support business process and configuration changes.

Deliverables: Consultant shall provide configuration change documentation, business process framework updates, and functional support logs with resolution tracking.

Task 4 – Integration Support

Consultant shall monitor inbound and outbound integrations, resolve integration failures and errors. Consultant shall maintain APIs, Workday Studio integrations, EIBs, and core connectors

Deliverables: Consultant shall provide integration monitoring logs and error reports, integration inventory and architecture documentation, and resolution reports for integration incidents.

Task 5 – Reporting and Analytics

Consultant shall maintain dashboards, reports, and data extracts, develop and update custom reports, and support analytics and data requests.

Deliverables: Consultant shall provide an updated report catalog and inventory, delivered reports and dashboards, and data validation and accuracy documentation.

Task 6 – Security Administration

Consultant shall maintain role-based security and user access, conduct security reviews and segregation of duties analysis, and support audits and compliance activities.

Deliverables: Consultant shall provide security access reports, security audit and compliance documentation, and updated security role and domain documentation.

Task 7 – Testing Support

Consultant shall support regression, integration, and user acceptance testing and validate system changes and releases.

Deliverables: Consultant shall provide test plans, scripts, and test cases, test results and defect logs, and user acceptance testing (UAT) support documentation.

Task 8 – Enhancements & Continuous Improvement

Consultant shall implement minor configuration enhancements and process improvements, identify automation and optimization opportunities, and support the adoption of new Workday features.

Deliverables: Consultant shall provide an enhancement backlog and tracking log, continuous improvement recommendations, and documentation of implemented enhancements.

Task 9 – Advisory and Governance Services

Consultant shall provide Workday best practices and strategic guidance, conduct system health checks and configuration reviews, and support roadmap planning and governance meetings.

Deliverables: Consultant shall provide monthly governance and status reports, system health check reports, and Workday roadmap and optimization recommendations.

Task 10 – Documentation and Knowledge Management

Consultant shall maintain documentation of system configurations, integrations, security, and reporting. Update knowledge base and support procedures.

Deliverables: Consultant shall provide configuration workbooks and system documentation, integration architecture diagrams, and knowledge base and support documentation.

Task 11 – Service Level Agreement Compliance

Consultant shall meet SLA-defined response and resolution targets for Priority 1 through Priority 4 incidents and shall provide escalation management and reporting.

Deliverables: Consultant shall provide SLA performance reports, including response and resolution compliance, and escalation logs and issue tracking reports.

FFP Contract Requirement Statement

All tasks and deliverables listed above are included within the firm fixed monthly price for

AMS operational support. The Consultant shall perform all services necessary to meet

SLA requirements and deliverables without additional cost, unless OCTA explicitly authorizes out-of-scope enhancement services.

2. Enhancement Services

ENHANCEMENT SERVICES

Enhancement services that require additional effort beyond the operational scope may be performed on a time-and-materials basis using the hourly rates provided by the

Consultant.

Enhancements include:

• New module implementation

• Major configuration redesign

• New integrations

• New reporting frameworks

• Process redesign initiatives

The Consultant must obtain approval from OCTA prior to classifying work as enhancement services.

LIMITATION ON GOVERNMENTAL DECISIONS

Nothing contained in this scope of work permits the Consultant’s personnel to authorize or direct any actions, votes, appoint any person, obligate, or commit OCTA to any course of action or enter into any contractual agreement on behalf of OCTA. In addition, Consultant’s personnel shall not provide information, an opinion, or a recommendation for the purpose of affecting a decision without significant intervening substantive review by OCTA personnel, counsel, and management.