Project Information

Bid Title

Oracle Managed Services and Testing as a Service Support

Issuing Agency

City of Durham

Location

North Carolina

Published Date

Feb 9, 2026

Closing Date

Mar 11, 2026

Government Level

State & Local

Status

Closed

Ref. #

26-1017

Original Source

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Bid Inquiries

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Bid Documents

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Project Description

Bid Number:	26-1017
Bid Title:	Oracle Managed Services and Testing as a Service Support
Category:	Requests for Proposals/Qualifications and Services
Status:	Open

Description: **** Pre-submittal conference date, time, via TEAMS:  Monday February 16, 2026, at 10:30 AM Microsoft Teams   Join the meeting now (see RFP for Link) Meeting ID: 266 477 444 380 36     Passcode: gi95Jk9t   **** ****RFP date, time, via EMAIL:  Wednesday March 11, 2026, by 5:00 PM - send to: For security reasons, you must enable JavaScript to view this E-mail address. **** Publication Date/Time: 2/9/2026 8:00 AM Closing Date/Time: 3/11/2026 5:00 PM Contact Person: Mitch Smith [email protected] Related Documents: RFP 26-1017 Oracle Managed Services and Testing as a Service Support EBOP Fillable Professional Services

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

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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

Commodity Codes

• NAICS 541511Custom Computer Programming Services
• NAICS 541512Computer Systems Design Services
• NAICS 541513Computer Facilities Management Services
• NAICS 541519Other Computer Related Services

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