HomeMy WebLinkAboutOracle RFQ for Technology Consulting EvaluationOracle RFP Criteria
Category
Capabilities & Experience
Support Model
Scope & Offering
Cost & Pricing
Security & Compliance
General
Overall
Additional Reviewer Feedback
Criteria
Modules Covered
Do they support all of our required Oracle modules?
Client Base
Do they have experience with government clients of similar size and complexity?
Case Studies
Have they provided relevant examples of success with similar clients?
Certifications
Do they have relevant Oracle certifications?
Oracle Partner
Are they an Oracle partner, and at what level?
Onshore / Offshore Mix
Do they leverage offshore staff and if so, what is the coverage (time zone)?
SLA Commitments
What are the promised response and resolution times? (Response / Resolution)
Support Coverage Hours
Do they provide support 24/7, business hours only, and/or on holidays?
Task Management Tools
Do they use a ticketing system? Will we have access and visibility?
Custom vs. Standard Solutions
Do they lean toward custom development or base (standard) Oracle functionality?
Understanding of Scope
Do they demonstrate a clear understanding of our needs?
Service Offering
Do they include value-added services like health checks, training, or knowledge sharing?
Tools & Automation
Are they bringing automated tools, scripts, or dashboards?
Pricing Model
Fixed fee or rate-based? What's included vs. considered extra?
Cost Estimate
Hourly Rates assiuming 80 hours/month
Data Security
How do they manage data and security?
General Fit
Do they seem like a good fit for our team/organization?
Apps Associates
Rating (1-5)
5
4
4
5
4
5
5
5
5
1
5
5
5
3
N/A
5
4
70
N/A
Notes
Covers all modules
Oracle since 2002
210 Oracle Customers, including:
Central Contra Costa Sanitary District (CA)
Santa Clarita Valley Water Agency (CA)
Platte River Power Authority (CO)
Modesto Irrigation District (CA)
Passaic Valley Sewerage Commission (NJ)
Hampton Roads Sanitation District (VA)
Middlesex Water Company (NJ)
Similar Project Experience
No Specific Examples Provided on "how" (high level)
95% SLA Complaince
15% backlock reduction year 1
95% customer retention
Large Range of Oracle Certs
SMEs in ERP & HCM (8-20+ years experience)
Partner since 2002 (tier unknown)
Fusion Cloud since 2012
Mix*
Sounds like you work with on-shore but they leverage off-shore for work
1,400+ Employees
Critical - 30 mins / 8 hour (hourly updates)
High - 1 hour / 2 business days
Moderate - 4 hours / 4 business days
Low - 8 hours / 7 business days
Business Hours (unless issue)
No mention of Holidays
Ticketing available 24/7/365
Ticketing System
Phone & Email available
Unclear (No examples)
Clear understanding and great coverage
"How to" questions & Job Aids
Proactively Monitor Application Performance
Quarterly Release Managed Services
Advisory services for changes impact on business, including regulatory changes
Documentation & Health Checks
Automated Testing Tool for Quarterly Updates
Advanced logging and reporting
Annual Health Check (WatchDog)
End-to-End Monitoring (AppsDetect)
Documentation Tool (ConfigSnapshot)
Base Price: $274,080 for 160 hours/month
Onshore hours = $210/hour
Offshore hours = $65/hour
Unused hours roll over
Flexible Contracts
$137,040 / year
ISO 27001 Framework
Disaster Recovery
Service Offering = Yes
Experience = Yes
Cost = Maybe (depending on willingness to reduce proposed hours)
Impressed by their offering, Would need to scale down to get within budget.
Argus Associates Inc
Rating (1-5)
5
4
3
2
2
4
1
1
1
1
4
3
1
3
N/A
1
1
37
N/A
Notes
Covers all modules
Founded in 2006
Clients include:
- City of LA
- LA School
- San Bernardino County
- IBM Government
- PUC Schools (Burbank)
- LA Water & Power
- Metro Water District
- Microsoft/Tesla/ AT&T/ Amazon
Similar Project Experience
No Specific Examples Provided on "how" (high level)
Example projects provided (cost seemed high and that they may require a lot of hours)
One listed certs, others didn't
SMEs in ERP & HCM (8-18 years experience)
8+ Years with Oracle Cloud
Unknown if partner and tier
Onshore
Sub-consultant (Inabia Software & Consulting)
None provided
Unknown
Unknown
Unclear (No examples)
Clear understanding but high level
Managed Services
Software Development
Incident Handling
Compliance Monitoring
Staff Training
Quarterly Release Managed Services
Unclear on other tools
Base Price: $240,000 - $288,000 for 160 hours/month
Remote Rate = $143 - $182
On-Site Rate = $165 - $188
*Cheap hourly, but seems like the require a lot of hours to complete work.
$132,000 / year (average / blended)
Remote: $120,000 / year
Onsite: $144,000 / year
Unclear (No examples)
Service Offering = Yes
Experience = Yes
Cost = Maybe
Coverage = Unknown (nothing provided)
Not impressed by offering, seemed limited and unclear in some areas.
Cherry Road Technologies Inc
Rating (1-5)
5
5
4
5
5
4
3
5
5
1
4
5
1
5
N/A
4
4
65
N/A
Notes
Covers all modules
50+ implementations
30+ years with public sector (Largest government client base)
City of Roseville (Heard they had a negative implementation, but listed as reference)
Similar Project Experience
No Specific Examples Provided on "how" (high level)
Large Range of Oracle Certs
Provided a large list of leads and resumes
SMEs in ERP & HCM (20+ years)
*Refers to HCM leads as ERP leads?
Award Winning Partner of the Year
Mix (Not sure how they blend, but direct team seems on-shore)
Priority 1 or 2 - 60 min response
Critical = Call within 2 hours
Non-critical = 5 business days for response
System Down = No support, Work with Oracle
Resolution Times Unknown
Help Desk 24x7x365 (monitored, not response)
Business Hours with Escalation Available
Ticketing Tool
Phone & Email for some communication
Unclear (No Examples)
Clear Understanding
Level 1 (Non-complex) = City
Level 2 = City & Cherry via phone, email or ticket
Level 3 = Cherry
Level 4 (SR) = Oracle & City
Incident response
Request based support
Optional Quarterly Release Managed Services
Staff Augmentation Available
Reporting
Optimization Services (Health Check)
Knowledge Transfer
Pre-Update Assessment
Unclear on other tools
Fixed Fee Incident Response
Onshore hours = $125 - $185
Offshore hours = $70
Flexible Rate (Time & Materials)
$108,000 / year (average / blended)
Onshore: $120,000 - $177,600
Offshore: $67,200 / year
Adhere to Citys Policy
Service Offering = Yes (Except is doesn't seem like they help with SRs or Critical incidents)
Experience = Yes
Cost = Yes
Impressed by their offering other than approach to SRs and Critical Incidents.
Cloud Vice
Rating (1-5)
5
2
4
5
5
2
4
5
5
1
5
5
5
3
N/A
4
4
64
N/A
Notes
Covers all modules
20+ years with public sector
Similar client sizes and larger but didn't recognize their references
Similar Project Experience
No Specific Examples Provided on "how" (high level)
Large Range of Oracle Certs
SMEs in ERP & HCM (12 - 35 years)
Certificed Public Sector Partner
Mix (Not sure how they blend and couldn't tell locations of direct team)
Sev 1 = 1 hour / 24 hours
Sev 2 = 4 hours / 5 business days
Sev 3 = 8 hours / 30 budiness days
Sev 4 = 8 hours / 60 business days
24X7 On Call
16x5 Support
Ticketing Tool
Email & Phone Available
Unclear
Clear Understanding
Quarterly Release Managed Services
End-User Training
License Management
Reporting
Liason with Oracle
Testing and Documentation Support
Impact Analysis
Access to Business Script Database
Quarterly Business Review
Knowledge Transer
User Persona Testing Scripts
Training (eLearning) Portal
Reporting Tool
AutoPilot Config Tool
XYLEM (Data Converstion Tool)
Base Price: $237,600 (Fixed)
Blended (onshore/offshore): $110/hour
Onshore: $120 - $180 / hour
Offshore: $40 - $60 / hour
30% of unused hours rolled over
$105,600 / year (blended rate)
Supports compliance with governance policies and U.S. data center requirements, with secure PII access through VDI
Service Offering = Yes
Experience = Yes
Cost = Yes
Impressed by their offereing. Would need to scale down to get within budget.
Consult Add Inc
Rating (1-5)
5
3
3
3
2
4
4
5
4
1
5
5
3
5
N/A
5
4
61
N/A
Notes
Covers all modules
(ACH * Telestaff mentioned)
10+ years expereince in Oracle Cloud
500+ Employees
Government Clients (none listed)
High-level
Large Range of Oracle Certs
SMES in ERP & HCM (5-7 years)
Team sounds well versed in our needs despite number of years
Oracle Partner (unclear what tier)
Founded 2011
Mix (up to us)
Critical = 1 hour / <4 hours (24/7)
High = 2 hours / 1-2 business days
Normal = 1 day / 3-5 business days
Low = 1 day / scheduled
27X7 On Call
Business hours for others
Can provide Support / Coverage when needed (limited basis)
Adapt to us & our ticketing tool (unique)
Unclear
Very Clear Understanding - Impressive
Detailed Executive Summary Highlighting our needs well
Monitoring & Health Checks
Incident Response
Quarterly Updates* (May support our automated testing tool)
Performance Tuning (analyze slowness / usage and provide improvements)
Knowledge Management
Monitoring Scripts (notify of failure before larger issue)
Mostly mentioned Oracle tools
Fixed Price $105,000 (Onshore) or $95,000 (offshore) for 40 hours / week
Onshore: $50 - $12 / hour
Offshore: $35 - $95 / hour
Includes onsite and travel
$50,000 / year (average / blended)
Onshore: $52,500 / year
Offshore: $47,500 / year
ISO 9001 quality standards
ISO 27001 information securitypractices
Service Offering = Yes, felt like they understood our needs the best
Experience = Yes, but they didn't provide resumes
Cost = Yes, the fixed cost is right on budget and appealing
Impressed by their offering, seems like they really understand our needs. They did keep it high level (no resumes or specific references).
Creoal Consulting LLC
Rating (1-5)
5
1
2
2
3
2
4
5
4
1
3
2
1
2
N/A
1
1
39
N/A
Notes
Covers all modules
3 References: Federal, City, and Health (did not recognize)
No Specific Examples Provided on "how" (high level)
Minimal info on past projects provided (Hard to tell what is relevant)
Some Oracle Certs but not extensive
5 SMEs in ERP & HCM (3-24 years)
Seems like a less experienced team
Partner since 2005 but unclear what tier
Cloud since 2011 (First ERP Implementation in US)
Onshore
Limited presented staff (3/5 team members presented were previous City employees)
280 employees
Critical = 30 mins (24 hour support)
High = 30 mins / 2 business days
Medium / Low = 1 hour / 4 business days
*Note SLA said attempts to meet this
24X7 for Critical Requests
Business hours for other requests
Mentioned SR support
Ticketing Tool
Email Support
Unclear
Some understanding of needs but some gaps
Oracle SR Support
Quarterly Mainteance (Extra)
Config Docs (Extra)
UI Testing
Reporting
End User Training
*Extra cost for critical items like documentation
Jira
ConfigSnapshot (Extra)
Test Scripts (Extra)
Base Price: $339,240 - $401,640 / Year for 180 hours / month
Hourly: $174 / hour
Extra Charge for Access & Documentation
$178,506 / year (full)
Base: $150,773 / year
Not in response
Service Offering = Added cost for critical items
Experience = Hard to tell from who they presented
Cost = Highest annual cost but hourly aligned with others
Disappointed in this offering. Felt like they didn't understand us, which is disappointing considering they have 3 previous employees listed.
Graviton Consulting Services
Rating (1-5)
5
5
3
5
4
3
5
1
4
4
4
4
4
4
N/A
4
5
64
N/A
Notes
Covers all modules
Municipality experience, including in CA
- Mariposa County
- City of Redding
- County of Tulare
Established in 2010 in Sacramento
Founded by public sector IT
90+ consultants
Provided some detail of their work with listed references.
Range of certifications listed
Level not in response, but noted that they are an Oracle partner
Mix of onshore/offshore
Critical = 15 mins / 4 hours
High = 1 hour / 8 hours
Medium = 4 hour / 24 hours
Low = 8 hour / 3 business days
Not listed in response
Uses a ticketing system to track City requests
Appears to lean toward standard, but appears to be able to customize as well
Has experience with specific integrations (like Telestaff). Incorrect that they believe the City uses OIC, but has experience with other integration methods.
User & Role Provisioning
Quarterly Updates Support
Impact Anslysis
Test Cases Development / Unit Testing
Training Materials / User Training
Redwood Implementation Support
Use City Tools (KACE & Jira)
Rate based.
Onshore: $120 - 165 / hour
Offshore: $35 / hour
$136,800 / year (average / blended)
Onshore: $115,200 - $158,400 / year
Offshore: $33,600 / year
Adhere to Citys Policy
Seems like a good fit. Significant California Client base.
Very interested in this offering, as they called out experience with specific integrations we have. Best SLAs of all respondents.
High Street IT Solutions LLC
Rating (1-5)
5
5
5
5
4
4
2
5
4
4
5
2
2
2
N/A
4
5
63
N/A
Notes
Covers all modules
Municipality experience, including in CA
- City of Bakersfield
Experience with:
- FLSA dual calc
- CalPers calcs and reporting
- Labor Union Contracts
28 years excuslively serve Public Sector
300+ Consultants
Provided detailed examples for the three references they listed of the work they conducted
545+ Oracle Certifications
Named resources have relevant Oracle certifications
Level not in response, but noted that they are an Oracle partner
Mix of onshore/offshore - named resources are all onshore.
Specific SLA terms not in response, but SLA management is one of the services provided
Provides 24/7 support for Priority 1 issues, 0700 - 1900 PT for general support.
Uses a ticketing system to track City requests
Standard Oracle functionality. Provided several examples of issues the City faces with Oracle solutions
Clear understanding and articulation of scope, including responsibilities of City staff
Redwood Implementation
Additional services like testing as a service, user training services, roadmap, advisory services at additional cost.
ServiceNow
Phone (24/7 live agent)
Rate based.
Onshore: $223 - $238 / hour
Offshore: $90 - $124 / hour
$162,000 / year (average / blended)
Onshore: $214,080 - $228,480 / year
Offshore: $86,400 - $119,040 / year
Adhere to Citys Policy
Seems like they would be a great fit. Provided detailed examples of how they resolved issues relevant to the City in its current state.
Very impressed by this offering and the detailed summaries of how they solved problems that are very similar to the issues the City now faces.
Inteliblue
Rating (1-5)
4
3
1
1
1
3
2
3
4
1
3
1
2
4
N/A
1
2
36
N/A
Notes
Listed clients they have provided support to for relevant modules
Most experience appears to be with state government entities, no local municipalities
Not in response
Not in response
Not in response
Unclear, appears to be an IT staffing firm that gathers resources. Fully loaded rate of $135/hr indicates mix of onshore/offshore, but City would have a named point of contact that appears
to be onshore.
Specific SLA terms not in response, but acknowledged experience in meeting SLAs for government clients
Normal business hours. After hours or emergency support available at 1.5x rate.
Can provide a ticketing system or use City preferred tools, have experience with both Teams and JIRA
Unclear from listed clients/experience
Seems clear on providing technical support staff augmentation, but light on detail
Not in response
Will work with City preferred tools, have experience with both Teams and JIRA
Base Price: $280,800 / Year for 40 hours / week
Fully loaded rate of $135/hr for support services.
Emergency or after hours rate is 1.5x the standard rate.
*Hours can be adjusted based on need, and unused hours can be carried forward within a quarter
$140,400 / year
Not in response
Light on details in response. Appears to be an IT staffing company that would find resources to fulfill our support needs.
Not impressed by this offering. Seems like generic IT staffing firm that would find us Oracle support people.
Oracle
Rating (1-5)
5
2
1
4
5
4
2
4
4
5
4
4
4
4
N/A
1
2
55
N/A
Notes
Mission Critical Support (MCS) covers all modules
Provided references include a utility, large city in Florida, and large medical center
Not in response
Sample resumes include certifications across all positions
Oracle created the service we use
Not specified, but City would have named resources
Specific SLA terms not in response, but SLA management is one of the services provided
Generally business hour support, Sev 1 are worked 24/7
Established ticketing system
Standard Oracle functionality
They seem to understand scope, but approach to support is a bit confusing with Cloud Sevice Units (CSUs)
Includes training of staff if requested
Dashboards are provided to track service requests, can provide automated quarterly testing for an additional fee
Fixed fee, includes monthly entitlements (3 service requests), 180 annual CSU, 5 annual critical business process monitoring, 10 extenision/integration support. $55,698
$55,698 / year (fixed fee)
Not in response
CSU system is confusing, difficult to understand how it would scale to our needs. Fixed fee doesn't list the cost for additional CSU units should we need them. Proposed CSUs would give
us 10.5 monthly tickets if we only did SRs, and no other project work
I don't understand enough about how their CSU accounting works to know how it would work for our org. I'm less confident of MCS ability to execute projects rather than just "better support."
Pollux Software Solutions
Rating (1-5)
1
1
1
1
1
3
1
1
1
1
1
1
1
3
N/A
1
1
20
N/A
Notes
No relevant experience provided
References don't include any municipal or Oracle projects
No relevant experience provided
None
Not in response
Not specified, rates are indicative of all on-shore
Not in response
Not in response
Not in response
No relevant experience provided
Not clear that they have the expertise to do what we need. Feels like a general MSP/Consulting agency.
Not in response
Not in response
Rate based, provided estimate of $88K based on hourly rate X 40 hrs weekly X 11 resouces, not clear on weekly, monthly, or annual?
$44,000 / year
Not in response
No relevant experience provided, proposal lacks detail on approach and ability to supply qualified personnel
Not impressed by this offering. Seems like generic IT consulting rather than Oracle focused.
Sierra Cedar
Rating (1-5)
5
5
3
5
4
4
5
4
4
5
5
3
2
4
N/A
1
5
64
N/A
Notes
Listed resources cover all modules used by the City
All referenced clients are municipalities/counties:
- City of Sunnyvale
- East Bay Municipal Utility District
- City of SLO
325 Consultants
100+ Government Clients
Some explanation in references of work performed.
Named resources available to the City have relevant Oracle certifications
Level not in response, but noted that they are an Oracle partner
Use on-shore and off-shore staff, both of which appear to work during their primary hours
Target response time is 15 minutes for all issues, resolution ranges from 8 hours to 36 based on severity
Primary hours are 0700 - 1600 PT, will work with clients on after hours expectations
Established ticketing system and process, not clear on City's visibility into ticketing system
Lean toward standard solutions based on their experience
Clear understanding and articulation of scope, including responsibilities of City staff
Able to create training/job aids based on their work. Can provide quarterly testing for additional fixed fee of $18K
Light on details in response, can provided automated quarterly testing with additional fee
Rate based
Onshore: $165 - $215 / hour
Offshore: $60 - $65 / hour
$121,200 / year (average / blended)
Onshore: $158,400 - $206,400 / year
Offshore: $57,600 - $62,400 / year
Not in response
City's original implementor, several named resources are currently used by the City and have good working relationships with City staff.
Sierra Cedar has the advantage of being our original implementor and understanding our org and processes. We've worked with the resources they are proposing, so we could get started
quickly.
Uproot Technologies
Rating (1-5)
1
1
1
1
1
1
3
1
1
3
2
1
1
3
N/A
1
1
23
N/A
Notes
One resume that listed Oracle experience
All clients listed in UK
None
None
Not in response
All offshore, no timezone listed. All references are in UK
SLAs to be negotiated with contract
Not in response
Not in response
Mentioned an evaluation of OIC to move City integrations to standard middleware
Not clear that they have the expertise to do what we need. Feels like a general MSP/Consulting agency.
Not in response
Not in response
Seems like they will find qualified people, but not currently in house.
Unknown
Not in response
Does not appear to be a good fit based on the general MSP/Consulting stance, and limited Oracle personnel
Not impressed by this offering. Seems like generic IT consulting rather than Oracle focused.
Vendor
Cherry Road Technologies Inc
Sierra Cedar
Graviton Consulting Services
Apps Associates
Consult Add Inc
Cloud Vice
High Street IT Solutions LLC
Oracle
Pollux Software Solutions
Argus Associates Inc
Inteliblue
Creoal Consulting LLC
Uproot Technologies
Score
65
64
64
70
61
64
63
55
20
37
36
39
23
CA Experience
Yes
Yes
Yes
Yes
Unknown
Unknown
Yes
Unknown
Unknown
Yes
Unknown
Unknown
Unknown
Cost Score
5
6
8
9
2
4
11
1
3
7
10
12
13
Estimated Cost
$108,000 / year (average / blended)
Onshore: $120,000 - $177,600
Offshore: $67,200 / year
$121,200 / year (average / blended)
Onshore: $158,400 - $206,400 / year
Offshore: $57,600 - $62,400 / year
$136,800 / year (average / blended)
Onshore: $115,200 - $158,400 / year
Offshore: $33,600 / year
$137,040 / year
$50,000 / year (average / blended)
Onshore: $52,500 / year
Offshore: $47,500 / year
$105,600 / year (blended rate)
$162,000 / year (average / blended)
Onshore: $214,080 - $228,480 / year
Offshore: $86,400 - $119,040 / year
$55,698 / year (fixed fee)
$44,000 / year
$132,000 / year (average / blended)
Remote: $120,000 / year
Onsite: $144,000 / year
$140,400 / year
$178,506 / year (full)
Base: $150,773 / year
Unknown
Status
Selected for Interview
Selected for Interview
Selected for Interview
Selected for Interview
Optional Additional Review
Optional Additional Review
Optional Additional Review
Not Selected
Not Selected
Not Selected
Not Selected
Not Selected
Not Selected