Draft Scope of Work ATLCloud Support.pdf

DRAFT

Scope of Work:

ATL Cloud Support Services - Enterprise Resources and Planning Platform (ERP)

1. Overview

This Scope of Work outlines the vendor responsibilities for post-implementation support of ATLCloud, the City of Atlanta’s Oracle-based ERP system. The vendor will provide comprehensive services across system monitoring, maintenance, technical support, change management, continuous improvement, and reporting. The goal is to ensure system stability, performance optimization, user satisfaction, and scalability aligned with the City’s evolving needs.

2. Service Categories & Requirements

A. System Monitoring & Performance Management

Vendor shall:

• Ensure uptime meets or exceeds agreed thresholds (e.g., 99.9%).

• Monitor system availability in real-time and proactively address disruptions.

• Collaborate with Oracle for issue escalation and resolution.

• Provide root cause analysis and recovery plans for downtime incidents.

• Optimize system performance through regular analysis and improvements.

• Deliver monthly performance and alert summary reports.

• Conduct capacity assessments and maintain a capacity management plan.

• Maintain and test an incident response plan with documented drills.

B. System Maintenance & Updates

Vendor shall:

• Track and manage all change requests with real-time status updates.

• Prioritize changes based on impact assessments and business importance.

• Implement structured approval workflows and maintain documentation.

• Coordinate with Oracle for system updates and patch deployment.

• Maintain compliance with Oracle standards and provide documentation.

• Conduct thorough testing (including regression and payroll cycle testing).

• Support automated testing for core scenarios (e.g., payroll, benefits).

• Provide post-implementation validation reports.

C. Technical Support & Issue Resolution

Vendor shall:

• Establish a multi-tiered support structure with trained personnel.

• Adhere to SLAs for issue resolution, with real-time tracking and penalties for breaches.

• Provide monthly SLA adherence reports and conduct periodic reviews.

• Maintain a comprehensive knowledge base and self-service portal.

• Support user role management in collaboration with AIM.

• Conduct root cause analysis for recurring issues and provide quarterly reports.

• Implement teachable moments and maintain resolution documentation.

D. Change Management & Training

Vendor shall:

• Develop and deliver department-specific and role-specific training programs.

• Conduct onboarding, refresher, and “Train-the-Trainer” sessions.

• Create job aids, tutorials, and accessible learning resources.

• Establish feedback mechanisms (surveys, focus groups) and provide summaries.

• Maintain a centralized documentation hub with role-based access.

• Update documentation quarterly and include visual aids and interactive elements.

• Promote adoption through workshops and provide engagement metrics.

• Support communications through newsletters, bulletins, and proactive updates.

E. Continuous Improvement & Scalability

Vendor shall:

• Analyze performance and usage trends to identify improvements.

• Provide monthly dashboards and reports with actionable insights.

• Implement feature enhancements aligned with strategic goals.

• Maintain a roadmap for future enhancements and scalability planning.

• Conduct annual scalability reviews and develop automated scaling strategies.

• Collaborate with Oracle and third-party vendors for issue resolution and updates.

• Facilitate regular vendor meetings and maintain escalation logs.

F. Vendor Reporting

Vendor shall:

• Maintain audit-ready records of all service activities.

• Prepare annual review reports summarizing performance, feedback, and improvements.

3. Integration with Existing Programs

Vendor must ensure continuity and enhancement of existing programs and tools, including:

• ALM Octane & HP ALM: For tracking enhancements and production issues.

• Progressive Education Program (PEP): Workforce engagement and training.

• Business Improvement Opportunities (BIOs): Continuous improvement initiatives.

• ATLcloud Task Automation: Identification and implementation of automation opportunities.

4. Support for Modernized Modules

Vendor shall provide ongoing support for newly implemented Oracle modules, including but not limited to:

• Oracle Time and Labor (OTL)

• Oracle Cloud Inventory

• Oracle Learn

• Oracle Analytics Cloud (OAC)

• Oracle Advanced Access Control (AAC)

• Oracle Labor Distribution

• Oracle EPBCS

• Oracle Performance Management

• Oracle HR Help Desk

• Oracle Recruiting Cloud (ORC)

• Oracle Advanced HCM Control

• Oracle Adaptive Intelligent Apps for HCM

• Digital Assistant for HCM Cloud Service

• Oracle Permitting and Licensing

5. Performance Metrics & Compliance

• Align services with best practices and Deloitte’s existing SOW.

• Demonstrate compliance with service criteria (Fully Addressed, Partially Addressed, Not Addressed).

• Provide detailed documentation on how each requirement is met.

• Reference supplemental materials and maintain transparency in service delivery.

6. Collaboration & Governance

• Work closely with the City of Atlanta, Oracle, and third-party vendors.

• Facilitate structured communication and governance processes.

• Ensure clear accountability and standardized response times.

• Promote knowledge sharing and self-sufficiency through training and documentation.

7. Transition

• Prepare a transition plan where necessary and implement such plan where the need arises to transition to a new service provider.