Oracle Managed Services and Testing as a Service Support
| Location: | North Carolina |
|---|---|
| Posted: | Feb 9, 2026 |
| Due: | Mar 11, 2026 |
| Agency: | City of Durham |
| Type of Government: | State & Local |
| Category: |
|
| Solicitation No: | 26-1017 |
| Publication URL: | To access bid details, please log in. |
| Bid Number: |
26-1017
|
| Bid Title: |
Oracle Managed Services and Testing as a Service Support
|
| Category: | Requests for Proposals/Qualifications and Services |
| Status: | Open |
|
Attachment Preview
Request for Proposal (RFP) for Oracle Managed
Services and Testing as a Service Support
RFP # 26-1017
City of Durham
February 9, 2026
page 1
RFP 26-1017 for Oracle Managed Services and Testing as a Service Support
Table of Contents
General Information
10. Date of RFP.
20. Project Manager and Contact with City; Questions about this RFP.
Description of Project and Nature of RFP
30. Project.
40. Scope of Work.
50. Compensation Amount and Schedule.
60. Definitions in this RFP.
70. Contract.
80. Trade Secrets and Confidentiality.
90. Bonds.
100. Insurance.
110. Discretion of the City.
Schedule
120. Schedule.
130. Keeping Proposals Open.
140. Deadline to Submit Proposals.
150. Questions
160. Pre-submittal conferences, meetings and site visits.
Getting More Information on the Project and RFP Process
170. Updates and revisions to RFP.
Evaluation Criteria
180. Evaluation Criteria.
190. Understanding of the Project
200. Methodology Used for the Project
210. Management Plan for the Project.
220. Experience and Qualifications.
230. Contract Cost.
Contents of Proposal
240. Contents of Proposal.
250. Cover letter.
260. Addendums.
How to submit a proposal
270. How to submit a proposal.
280. Format.
290. Alternative Proposals.
300. Candidate to Bear Expense; No Claims against City.
310: State Treasurer’s list regarding Iran and Boycott of Israel.
320. Notice Under the Americans with Disabilities Act (ADA).
page 2
RFP 26-1017 for Oracle Managed Services and Testing as a Service Support
330. Values of City of Durham regarding Treatment of Employees of Contractors.
Attachments
Exhibit A – Model Services Contract
Exhibit B – Equal Business Opportunity Program Procurement Forms
page 3
RFP 26-1017 for Oracle Managed Services and Testing as a Service Support
Request for Proposal (RFP) for Oracle Managed Services
10. Date of RFP: February 9, 2026
20. Project Manager and Contact with City; Questions about this RFP. Direct questions and concerns to
Attn: Mitch Smith
IT Project Management Office
City of Durham – Technology Solutions
101 City Hall Plaza
DURHAM NC 27701-3329
ITPMO@durhamnc.gov
If you have concerns about this RFP that you believe are not being addressed by the project manager, please contact
Attn: Frederick Ravin
Technology Solutions, City of Durham
101 City Hall Plaza
DURHAM NC 27701-3329
Email: Frederick.Ravin@durhamnc.gov
DESCRIPTION OF PROJECT AND NATURE OF RFP
30. Project. The City of Durham is preparing for the long-term support needs of our Oracle Cloud Environment as the
implementation phases are completed. This RFP is intended to identify qualified vendors who can provide ongoing Oracle
Cloud Manages Services and Oracle Testing-as-a- Services (TaaS) SaaS, PaaS and IaaS support once the system transitions
into steady-state operations. The goal of this engagement is to ensure continuity, stability, and reliable performance across
the City’s key Oracle applications, including Enterprise Resource Planning (ERP), Human Capital Management (HCM),
Enterprise Performance Management (EPM), Customer Cloud Service (CCS), Oracle Field Services (OFS), Fusion Data
Intelligence (FDI), Oracle Access Governance (OAG), and Experience 360 Customer Self Service (CSS). The selected vendors
will be expected to support and improve these applications through structured processes, clear communication, and
reliable service delivery. This work will help the City maintain and strengthen its Oracle environment over time, ensuring
departments and residents continue receiving dependable, high-quality service.
.
40. Scope of Work. The City of Durham (“City”) is seeking a qualified vendors to provide ongoing Oracle Cloud Support
Services across the Enterprise Resource Planning (ERP), Human Capital Management (HCM), Enterprise Performance
Management (EPM), Customer Cloude Service (CCS), Oracle Field Services (OFS), Customer Self Service (CSS)/Customer 360
portal, Fusion Data Intelligence (FDI), Oracle Utility Data Intelligence(OUDI), and Oracle Access Governance (OAG)
applications. The selected vendors will continue the ongoing support for the City after the post go-live stabilization period
and ensure reliable, proactive, and well-documented support for technical, functional, and structured testing services in
alignment with the defined services areas of this RFP. The City is seeking a partnership with vendors who will work
collaboratively and maintain strong service delivery across all Oracle Cloud modules.
Service Areas
1. Post-Implementation Functional and Technical Support
The Vendor will provide ongoing support across all in-scope Oracle Cloud modules, including:
• Diagnosing and resolving functional and technical issues
• Performing root-cause analysis and recommending long-term corrective actions
• Documenting resolution steps in a clear, repeatable format
• Supporting configuration updates including minor and major enhancements (e.g. workflows, dashboards, reports,
page layouts, UI, notifications, API, security, User and Policy Management etc.)
• Data Pipeline Management, Data Integrity, AI/ML Model tuning, Environment Admin
• Ensuring configurations align with industry best practices and City business needs
• Monitoring system performance, recurring issues, user management, policy, and error trends
• Identifying risks ahead of critical operational periods (e.g., payroll, utilities billing, budget cycle, fiscal year-end)
• Providing preventative recommendations and timely issue notifications
2. Oracle Release, Update, and Patch Support
page 4
RFP 26-1017 for Oracle Managed Services and Testing as a Service Support
The Vendor will support the City through Oracle’s release and patch cycles by:
• Reviewing release documentation and identifying impacts
• Providing impact summaries and recommended actions
• Collaborate with City staff on go/no-go decisions and ensure timely Oracle updates after go-live.
• Monitoring post-update system behavior and addressing issues
• Providing remediation plans as needed
• Support the City’s established change control and approval processed for Oracle Cloud updates, patches and
enhancements.
• Document all approved configuration changes and system updates in a clear and traceable manner
• Evaluate the impact of approved configuration changes on related modules, integrations, reporting, and data, and
communicate those impacts to all relevant stakeholders.
• Coordinate deployment and stabilization activities following approves changes to minimize operational risk.
3. Incident and Problem Management
The Vendor will:
• Prioritize and manage incidents based on severity levels (e.g., P1–P3)
• Provide timely communication and status updates
• Deliver root-cause analysis for recurring or high-impact issues
• Maintain complete documentation of incident actions and resolutions
4. Integration and Data Support
The Vendor will:
• Troubleshoot integration and interface issues between Oracle Cloud and other City systems
• Support integration testing during release cycles or configuration changes
• Provide guidance on data mapping, validation, and error correction
• Assess and communicate update impacts on integrations and data flows
• Support data integrity, validation, and reconciliation as Oracle Cloud configurations, integrations and updates occur
• Support data access controls, security roles and segregation of duties in alignment with policies.
• Asit with audit readiness and data-related compliance requirements.
• Identify and communicate data-related risks resulting from system changes or Oracle updates.
5. Major and Minor Enhancement Support
The Vendor will support configuration-based enhancements, including:
• Workflow and approval routing updates
• Report adjustments and development using Oracle tools (e.g., OTBI, BI Publisher)
• Page and field configuration changes
• Data corrections using standard Oracle tools, as approved by the City
6. Knowledge Transfer and Documentation
The Vendor will:
• Provide ongoing knowledge transfer to City SMEs and technical staff
• Develop and maintain knowledge articles and troubleshooting procedures
• Support training related to new features or process changes
All documentation must be clear, organized, and enable independent City support.
8. Optional Training Services
At the City’s request, the Vendor will provide:
• Refresher training sessions
• Role-based or new-hire training aligned with City processes
• Training on new Oracle features, modules, or enhancements
9. Support for Critical City Operational Cycles
The Vendor will provide enhanced support during key operational cycles, including:
• Annual budget development and EPM planning
• Fiscal year-end processing and reporting
• Payroll processing cycles
• Monthly and quarterly utilities billing (CCS, OFS, CSS)
• Financial reporting cycles
• HR seasonal and administrative workloads
• Annual benefit enrollment through HCM
• Data warehouse and pipeline maintenance
10. Transition and Onboarding Support
page 5
RFP 26-1017 for Oracle Managed Services and Testing as a Service Support
This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.
Daily notification on new contract opportunities
With GovernmentContracts, you can:
- Find more opportunities and win more business
- Receive daily alerts for all new bid opportunities
- Get contract opportunities matched to your business
* Disclaimer: Information regarding bids, requests for proposals (RFPs), or requests for qualifications (RFQs) is provided on this website only for convenience and does not constitute official public notice. Persons wishing to respond to or inquire about bids, RFPs, or RFQs should contact the appropriate government department.