This opportunity is closed for applications

The deadline was Wednesday 20 October 2021
CCW

Oracle Technical Support 2021

2 Incomplete applications

1 SME, 1 large

5 Completed applications

5 SME, 0 large

Important dates

Published
Wednesday 6 October 2021
Deadline for asking questions
Wednesday 13 October 2021 at 11:59pm GMT
Closing date for applications
Wednesday 20 October 2021 at 11:59pm GMT

Overview

Off-payroll (IR35) determination
Contracted out service: the off-payroll rules do not apply
Summary of the work
CCW currently uses Oracle Right Now Service Cloud as its CRM system. To ensure that the product is fit for purpose, quarterly system upgrades are required. We therefore need an approved Oracle partner with the technical expertise to advise us and implement these upgrades.
Latest start date
Monday 22 November 2021
Expected contract length
Maximum contract termination date is 24 months
Location
West Midlands
Organisation the work is for
CCW
Budget range
Up To £12’000 per annum. CCW is expecting under £1'000 per day rate cards.

About the work

Why the work is being done
CCW currently uses Oracle Right Now Service Cloud as its CRM system. To ensure that the product is fit for purpose, quarterly system upgrades are required. We therefore need an approved Oracle partner with the technical expertise to advise us and implement these upgrades.
Problem to be solved
• Take ownership of the CCW Oracle CRM upgrade from initial Oracle announcement, through testing phases to live upgrade production site day.

• Be prepared to read and digest ALL relevant release notes. Inform CCW how this will affect current site, CCW is keen to understand if upgrade offers any benefits to the organisation – old site vs new site key attributes etc.

• Advise CCW if pre-requisites are needed to perform upgrade. Do CCW need to upgrade a key element on system, i.e. .NET, TLS etc.

• Pre-test - Work closely with CCW Oracle users to offer testing advice on upgraded TEST site, before production site is upgraded. Confirm with CCW Oracle users all key features are working, i.e. postcode lookup, any bespoke add-ins, White-mail etc.

• Post-test – Work closely with CCW Oracle users to ensure upgrade has completed, as planned, and all features are working as expected.
CCW to sign off upgrade is complete.
Who the users are and what they need to do
The users of the product are the Consumer Relations Team who manage complaints and enquiries on behalf of water consumers in England and Wales. The system also produces valuable performance data and reports for stakeholders in the water industry, DEFRA, Welsh Government and the regulator Ofwat.
Early market engagement
Non
Any work that’s already been done
All updates are done to date.
Existing team
The Consumer Relations team is made up of around 30 employees who are based in Birmingham and Cardiff. The day-to-day operational function is managed by the Consumer Experience Manager who will oversee this contract.
Current phase
Live

Work setup

Address where the work will take place
We would require meetings for updates via video conferencing & face-to-face meetings at our office in Birmingham if necessary.
Working arrangements
The successful supplier will need to work with the Oracle & CCW staff around the business who will provide valuable insight to the upgrade. This can be done virtual or face to face if required.

We also have an IT Manager who will be able to provide technical support, particularly when it comes to the upgrade.
Security clearance
Baseline check (blue) security clearance will be required for CCW.

Additional information

Additional terms and conditions
This is a call-off contract as and when the updates are required.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • An approved Oracle Partner
  • Proven Experience of working with a small organisation to implement Oracle upgrades
Nice-to-have skills and experience
• Direct experience of working with CCW on other projects.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
10
Proposal criteria
  • Technical solution and futureproofing
  • Approach and methodology to complete upgrade
  • How the solution meets our organisational needs
  • Risk management and timeframe
  • Total rate card per day cost
Cultural fit criteria
  • work as a team with our organisation and user groups to find a solution for all
  • be transparent and collaborative when making decision
  • take responsibility for their work to ensure a successful outcome
  • share knowledge and experience with our team members
  • challenge the status quo and find new ways to deliver
  • can work with clients with low technical expertise and find solutions that work for all
Payment approach
Capped time and materials
Additional assessment methods
Evaluation weighting

Technical competence

60%

Cultural fit

20%

Price

20%

Questions asked by suppliers

1. Is the supplier expected to embark independently on baseline (blue) security clearance or will CCW co-ordinate and pay for this?
Yes the supplier is expected to obtain the necessary clearance by there own funds.