PeopleSoft Support Services

The vendor required to provide PeopleSoft application support services to ensure system reliability, enhance functionality, and align business processes with the authority’s strategic objectives.
- Core service areas and measurable outcomes:
1. Managed application support
•    Deliver tier 2 and tier 3 help desk support for day-to-day PeopleSoft issues, with 95% of tickets resolved within agreed SLA timelines.
•    Provide timely break-fix resolution for both standard and custom application functions, achieving system uptime of 99.9%.
2. Technical and functional expertise
•    Offer expert-level functional consulting across key modules, ensuring zero critical defects post-deployment.
•    Maintain and update people tools, including patching and upgrades, with 100% compliance to oracle patch release schedules. 
•    Provide on-demand technical services for application engine, people code, SQR, and integration broker, completing urgent requests within 48 hours.
3. Project-based services
•    Execute PeopleSoft upgrades to the latest version (currently 9.2.51 and people tools 8.6) with no more than 2% variance from planned timelines.
•    Implement new modules and retrofit customizations during upgrades, ensuring successful completion of user acceptance testing (UAT) with 95% pass rate.
4. Strategic advisory services
•    Best-practice recommendations for application architecture and business processes, documented in quarterly advisory reports. 
•    Develop a forward-looking roadmap for enhancements and module adoption, with annual review and approval by authority leadership.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: January 22, 2026