Feature Functionality PAN.pdf
PDF 551 KB Posted
- Solicitation number
- PE-66062-NONST-2026-000000341
- Issued by
- Fulton County, Georgia
About this file
This is a Scope of Services document for post-implementation managed services support for the ATLCloud Oracle Fusion ERP system, prepared for the City of Atlanta's Department of Finance. The scope encompasses six primary service categories: System Monitoring & Performance Management, System Maintenance & Updates, Technical Support & Issue Resolution, Change Management & Training, Continuous Improvement & Scalability, and Vendor Reporting. Within these categories, the selected vendor will be responsible for maintaining system uptime at or above 99%, monitoring performance metrics, managing automated alerts and notifications, conducting capacity assessments, developing and executing incident response plans, tracking and prioritizing change requests, performing comprehensive testing and validation on all system updates, establishing multi-tiered technical support with defined Service Level Agreements, conducting root cause analysis on recurring issues, developing user training programs, maintaining system documentation, and providing regular performance reports and analytics. The engagement will support operational continuity across all ATLCloud modules and strengthen the City's internal capabilities through structured knowledge transfer and continuous improvement initiatives.
The contract will be procured through a multi-step sealed bid process that includes a prequalification phase preceding an Invitation for Bid. Vendors will be evaluated based on demonstrated public-sector ERP platform experience, organizational capacity, technical capability, service delivery capability, and management capacity. The document does not specify contract term, renewal options, pricing structures, set-asides, or funding amounts. A Pre-Solicitation Conference will be held to provide additional details regarding the procurement timeline, specific service level requirements, staffing expectations, and other contract particulars. The City anticipates that the selected vendor will work collaboratively with Oracle, coordinate with internal departments including AIM (Access and Identity Management), and maintain audit-ready records demonstrating compliance with all contractual obligations and service standards.
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Other files
| File | Type | Posted |
|---|---|---|
| Draft Scope of Work ATLCloud Support.pdf |
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Scope of Services | Post-implementation Support City of Atlanta
Capability Sub-Capability REF ID Service / Requirement Priority System Monitoring & Performance Management Ensuring the system runs efficiently, tracks resource usage, resolves performance issues, and maintains stability to meet business needs and minimize downtime.
System Monitoring & Performance Management
Uptime & Availability Monitoring UA1 Vendor will work with Oracle to ensure system uptime and availability meet or exceed a 99% threshold. Critical
System Monitoring & Performance Management
Uptime & Availability Monitoring UA2 Vendor will monitor ATLCloud uptime in real-time to proactively identify and address potential disruptions. High
System Monitoring & Performance Management
Uptime & Availability Monitoring UA3 Vendor will collaborate with Oracle to escalate and resolve any system-level issues impacting uptime, maintaining incident records and ensuring seamless support handoffs.
High
System Monitoring & Performance Management
Uptime & Availability Monitoring UA4 Vendor will immediately notify City teams if uptime falls below agreed levels, providing a documented root cause analysis and recovery plan.
Critical
System Monitoring & Performance Management
Performance Optimization PO1 Vendor will regularly analyze system performance metrics and identify opportunities for optimization to improve response times and reduce latency.
High
System Monitoring & Performance Management
Performance Optimization PO2 Vendor will implement performance improvements based on analysis and coordinate with Oracle when system-level changes are required.
Medium
System Monitoring & Performance Management
Performance Optimization PO3 Vendor will provide monthly performance reports detailing areas of optimization, identified issues, and improvements achieved.
Medium
System Monitoring & Performance Management
Automated Alerts & Notifications AA1 Vendor will configure and manage automated alerts for critical issues, ensuring immediate notification to City and relevant teams.
Critical
System Monitoring & Performance Management
Automated Alerts & Notifications AA2 Vendor will monitor the alerts system to minimize false positives and ensure actionable alerts, updating thresholds as needed.
High
System Monitoring & Performance Management
Automated Alerts & Notifications AA3 Vendor will provide monthly summaries of alert patterns, including recurring issues, to support proactive incident management (this includes root cause analysis for reoccuring issues)
Medium
System Monitoring & Performance Management
Capacity Management CM1 Vendor will conduct regular assessments of system capacity to ensure current resources meet performance requirements and support user load.
High
System Monitoring & Performance Management
Capacity Management CM2 Vendor will create a capacity management plan, identifying potential upgrades or adjustments needed to handle increased demands.
Low
System Monitoring & Performance Management
Capacity Management CM3 Vendor will collaborate with Oracle and City on resource allocation changes to optimize capacity and prevent performance bottlenecks.
Medium
System Monitoring & Performance Management
Incident Support Planning IS1 Vendor will maintain an incident response plan to address system failures and critical issues, ensuring minimal impact on City operations.
Critical
System Monitoring & Performance Management
Incident Support Planning IS2 Vendor will coordinate with City and Oracle for rapid resolution of incidents, providing a post-incident report for each major incident.
Critical
System Monitoring & Performance Management
Incident Support Planning IS3 Vendor will conduct regular incident response drills to ensure readiness and update the incident support plan based on lessons learned.
Low
System Maintenance & Updates
System Maintenance & Updates Change Request Tracking CR1 Vendor will track all change requests from initiation to completion, ensuring that all changes align with City priorities and minimize downtime.
High
System Maintenance & Updates Change Request Tracking CR2 Vendor will maintain a centralized change request log with real-time updates on status and prioritization of each request.
High
System Maintenance & Updates Change Request Tracking CR3 Vendor will assign dedicated personnel to oversee change request processing, ensuring timely follow-up and resolution.
Medium
Conducting routine checks, applying patches, and upgrading software to ensure security, stability, optimal performance, and compliance with latest standards and improve
DRAFT
System Maintenance & Updates Prioritization & Impact Assessment PI1 Vendor will prioritize change requests based on impact assessments, collaborating with City to categorize changes by business importance.
Medium
System Maintenance & Updates Prioritization & Impact Assessment PI2 Vendor will perform impact assessments on all high-priority changes, providing analysis of risks, dependencies, and potential downtime.
High
System Maintenance & Updates Change Approval Workflow CA1 Vendor will implement and continuously refine a structured approval workflow for change requests, collaborating with City to streamline approval steps, reduce delays, and ensure efficient stakeholder review.
High
System Maintenance & Updates Change Approval Workflow CA2 Vendor will coordinate with City to document all approvals and manage the review process for critical changes. Medium
System Maintenance & Updates System Updates & Patches SU1 Vendor will manage system updates and patches in coordination with Oracle, planning and scheduling updates to minimize service disruption.
High
System Maintenance & Updates System Updates & Patches SU2 Vendor will create and maintain a deployment schedule for patches and updates, sharing this with City for transparency.
Medium
System Maintenance & Updates Cloud Vendor Update Alignment & Compliance
CV1
Vendor will ensure all updates meet Oracle’s compliance and alignment standards, escalating any issues or deviations to Oracle and City.
Medium
System Maintenance & Updates Cloud Vendor Update Alignment & Compliance
CV2
Vendor will provide compliance documentation for each update, confirming alignment with Oracle’s standards and any applicable regulations.
Medium
System Maintenance & Updates Testing & Validation TV1 Vendor will conduct thorough testing for all system updates and patches, including functionality, performance, and compatibility checks.
Critical
System Maintenance & Updates Testing & Validation TV2 Vendor will perform regression testing on all critical functionalities to ensure no disruptions are introduced with updates.
Critical
System Maintenance & Updates Testing & Validation TV3 Vendor will document all testing activities, including test cases, results, and identified issues, providing these to City for review.
High
System Maintenance & Updates Testing & Validation TV4 Vendor will coordinate with Oracle on testing schedules, sharing findings and ensuring that updates are compliant with Oracle standards.
High
System Maintenance & Updates Testing & Validation TV5 Vendor will conduct post-implementation validation to confirm that updates are functioning as expected, providing a validation report to City.
High
System Maintenance & Updates Testing & Validation TV6 Vendor will support automated core scenarios testing of key processes (ex. payroll, benefits, permissions) to save time and allow focus on more complex cases.
Medium
Technical Support & Issue Resolution
Technical Support & Issue Resolution Multi-Tiered Support Structure TS1 Vendor will establish a multi-tiered support structure to address issues at varying levels of complexity and urgency.
Critical
Technical Support & Issue Resolution Multi-Tiered Support Structure TS2 Vendor will ensure that all support tiers are staffed with trained personnel capable of resolving issues specific to ATLCloud’s configuration and functionality.
High
Technical Support & Issue Resolution Multi-Tiered Support Structure TS3 Vendor will coordinate escalations seamlessly between support levels and escalate critical issues to Oracle when required.
High
Technical Support & Issue Resolution Service Level Agreements (SLAs) SL1 Vendor will adhere to Service Level Agreements (SLAs) established with the City, ensuring issue resolution within defined response and resolution times.
Critical
Technical Support & Issue Resolution Service Level Agreements (SLAs) SL2 Vendor will provide monthly reports on SLA adherence, including details on incidents resolved within SLA targets and any SLA breaches.
Medium
Technical Support & Issue Resolution Service Level Agreements (SLAs) SL3 Vendor will collaborate with City to periodically review and adjust SLAs as necessary to align with evolving operational needs.
Medium
Technical Support & Issue Resolution Knowledge Base & Self-Service Portal KB1 Vendor will maintain a comprehensive and up-to-date knowledge base, covering common issues, troubleshooting guides, and self-service resources for City employees.
High
Technical Support & Issue Resolution Knowledge Base & Self-Service Portal KB2 Vendor will enable a self-service portal that allows users to access knowledge base articles, submit support tickets, and track issue resolution status.
Medium
Assisting users with system-related problems and resolving technical issues. Ensuring smooth operation by diagnosing and fixing errors, answering queries, and providing gu
Technical Support & Issue Resolution User Role Management UR1 Vendor will support AIM in managing user roles, ensuring that access levels are appropriately assigned based on job function and adhere to security policies.
High
Technical Support & Issue Resolution User Role Management UR2 Vendor will regularly review and update user role assignments to ensure compliance with City’s access control policies.
Medium
Technical Support & Issue Resolution User Role Management UR3 Vendor will coordinate with AIM to update user roles promptly in response to departmental changes or new system configurations.
Medium
Technical Support & Issue Resolution Root Cause Analysis RC1 Vendor will conduct thorough root cause analysis for all recurring issues, identifying and documenting the underlying cause and recommending preventative measures. Also report out on progress on each.
Critical
Technical Support & Issue Resolution Root Cause Analysis RC2 Vendor will collaborate with Oracle and City to implement solutions that address root causes, preventing issue recurrence.
High
Technical Support & Issue Resolution Root Cause Analysis RC3 Vendor will provide a quarterly root cause analysis report summarizing recurring issues, root causes, and preventative actions taken.
Medium
Change Management & Training
Change Management & Training User Training Programs UT1 Vendor will develop comprehensive user training programs tailored to department-specific or role-specific needs
(ex. 1on1 Admin Training), covering essential processes and new system functionalities.
High
Change Management & Training User Training Programs UT2 Vendor will conduct regular training sessions, including new hire onboarding, refresher courses, and role-specific training modules.
High
Change Management & Training User Training Programs UT3 Vendor will use a “Train-the-Trainer” approach for departmental subject matter experts to promote in-house knowledge continuity.
Medium
Change Management & Training User Training Programs UT4 Vendor will create job aids, tutorials, and accessible resources to support continuous learning and user independence.
High
Change Management & Training User Feedback Mechanisms UF1 Vendor will establish and maintain feedback mechanisms, such as surveys and focus groups, to gather user insights and address areas for improvement (including Training feedback)
Medium
Change Management & Training User Feedback Mechanisms UF2 Vendor will provide regular summaries of user feedback with proposed solutions to City for review and approval. Medium
Change Management & Training User Feedback Mechanisms UF3 Vendor will implement a 360° feedback loop to ensure users receive responses and updates regarding feedback submissions.
Medium
Change Management & Training Documentation & Knowledge Sharing DK1 Vendor will create and update documentation on system processes, workflows, security, data, and configurations, making them accessible to all relevant departments.
High
Change Management & Training Documentation & Knowledge Sharing DK2 Vendor will work with the City to maintain a centralized repository for all knowledge resources, ensuring secure and convenient access for City personnel.
Medium
Change Management & Training Documentation & Knowledge Sharing DK3 Vendor will review and update documentation quarterly to reflect any changes in the system or processes. Medium
Change Management & Training Adoption Enablement AE1 Vendor will implement onboarding and adoption initiatives, including introductory workshops and user support during key transitions.
High
Change Management & Training Adoption Enablement AE2 Vendor will provide adoption metrics to track user engagement and identify areas needing additional support or training.
Medium
Change Management & Training Communications & Marketing CM1 Vendor will assist in creating a communication plan to keep all stakeholders informed of system updates, maintenance schedules, and training opportunities.
Medium
Change Management & Training Communications & Marketing CM2 Vendor will develop content for scheduled communications, including newsletters, system bulletins, and maintenance notices.
Medium
Change Management & Training Communications & Marketing CM3 Vendor will maintain a proactive communication strategy, promoting transparency about upcoming changes and new features.
Medium
Continuous Improvement & Scalability
Continuous Improvement & Scalability Performance & Usage Analytics PU1 Vendor will conduct regular performance and usage analyses to identify trends, inefficiencies, and potential improvements at both organization-wide and department-specific levels.
Medium
Helping users adapt to system changes and new processes. It involves guiding users through updates, ensuring smooth transitions, and providing training to enhance their p
Optimizing the system over time and ensuring it can grow with the business by refining processes, enhancing performance, and scaling the ERP system to meet evolving bus
Continuous Improvement & Scalability Performance & Usage Analytics PU2 Vendor will provide City with monthly performance reports (or dashboard) detailing system utilization and recommended optimizations.
Medium
Continuous Improvement & Scalability Performance & Usage Analytics PU3 Vendor will implement performance enhancement initiatives based on analytical findings, coordinating with Oracle as needed.
High
Continuous Improvement & Scalability Feature Enhancement Process FE1 Vendor will establish a process to evaluate, prioritize, and implement new feature requests that align with City’s strategic goals.
High
Continuous Improvement & Scalability Feature Enhancement Process FE2 Vendor will maintain a log of feature requests and enhancements, tracking their status from request to implementation.
Medium
Continuous Improvement & Scalability Feature Enhancement Process FE3 Vendor will work with City and Oracle to develop a roadmap for implementing high-impact feature enhancements.
Medium
Continuous Improvement & Scalability Future-Proofing FP1 Vendor will assess emerging needs and provide recommendations for system updates that support future City requirements.
Medium
Continuous Improvement & Scalability Future-Proofing FP2 Vendor will proactively identify potential risks to system compatibility with future Oracle updates and recommend mitigations.
High
Continuous Improvement & Scalability Scalability Planning SP1 Vendor will develop and maintain a scalability plan, ensuring the system can handle projected increases in user load and data volume.
Low
Continuous Improvement & Scalability Scalability Planning SP2 Vendor will review scalability needs annually with City to align capacity with anticipated growth. Low
Continuous Improvement & Scalability Vendor Management & Collaboration VM1 Vendor will work with the City to manage relationships with Oracle and any other ATLcloud-related third-party vendors, ensuring collaborative efforts to meet City objectives.
Medium
Continuous Improvement & Scalability Vendor Management & Collaboration VM2 Vendor will schedule and facilitate regular meetings with Oracle to discuss support, updates, and feature alignment.
Medium
Continuous Improvement & Scalability Vendor Management & Collaboration VM3 Vendor will escalate and track issues with Oracle and third parties, ensuring prompt resolution in alignment with City’s priorities.
High
Vendor Reporting
Vendor Reporting General Reporting GR1 Vendor will maintain audit-ready records for all service activities, any applicable contract requirements, tracking compliance with agreed-upon standards and procedures.
High
Vendor Reporting General Reporting GR2 Vendor will prepare an annual review report summarizing all major activities, performance metrics, user feedback, and proposed improvements.
Medium
General reporting requirements ensuring vendor provides scheduled summaries of activities executed and content delivered.
Scope of Services
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