Clarification Responses for SEA Oracle Support and Maintenance RFP

Submission to be completed by Friday 26th April 2024.

1. Use the following evaluation criteria superseding the provided evaluation criteria on (pg.9 and pg.15).

70% Technical
20% - Experienced resources in Oracle Fusion functional areas and access to Oracle Technical Support.
50% - Meeting scope requirements of the RFP, Technical & Functional Support, Type of Support proposed.
10% - ITSM Plans, SLA’s, Communication, Support Channels, Knowledge Base
20% - Upgrades, Patch Management, Code Customization, Third Party Integrations

30% Commercial
10% - Account Management & Feedback Management,
20% - Reputation of the Vendor, Industry experience, Customer reference.
70% - Total Cost of the Proposal, cost to be itemized as per RFP requirements.

2. On page 8 of the RFP the clause says: Upon receiving the RFP, all the vendors will be invited for a Q & A
session. All the vendors will be provided responses for various questions and queries posed during this time, this
will make the bidding more transparent and competitive.
Can we please know when the Q & A session will be held?
Date: Friday 19th April
Time: 10 am to 12 am
Meeting: Microsoft Teams Online

3. We see a separate module called performance management in scope. Please provide us with more details on
this. Is it Oracle enterprise performance management?
This is Oracle Fusion Talent Management Cloud Service (Goal & Performance)

4. Could you please share estimated project award date & Start date for the project?
Engagement to start by 3rd week of June.

5. The challenges you provided are mostly one-liners that mention the topic but lack specific queries. Could we
receive more detailed information for each challenge so that we can tailor our resolution to meet your
requirements effectively?

1. Expiry alert for employment contracts and for Document of Records (visa, passport, emirates ID and other
documents) – Alerts and notifications for user, HR, and other related departments.
2. End of Service Report – Automated report for Gratuity calculation with minimal finance and HR interaction.
3. Customize “Benefit claim request.” Remove multiple inputs for claim type.
4. Customize “education claim and others” - Make it simple for end users.
5. Budget reports and access to business users – Provide devolved access to budget reports for business
users.
6. Transaction Console / Worklist for HR and finance teams, with only relevant information for them to be able
to monitor ongoing transactions and approvals etc. – Provide access to HR and Finance teams to monitor
transactions on the system related to their functional areas.
7. Employee Hire approvals, need to provide Basic + Housing value when it goes for approval – Senior
Management receiving approvals should be able to view the basic and housing details.
8. Ensure easy option for employees to update their personal and dependent information on the system. –
Provide self-service and simple interface to update personal information
9. Make sure that all employee and dependent mandatory data (visa, passport, emirates ID or other personal
data) is added to Documents of Records and easily accessible and usable by HR team. – Reports and
alerts to ensure that all users mandatory documents are updated.
10. Leverage HR journeys for Employee undertaking forms – Conflict of interest, spouse declaration, relatives’
declaration along with reports for follow up.
11. All notification stays forever, until it is dismissed by the user – Notification should not expire until dismissed
by user.
12. Email and notification messages for every end user action – All end user action should trigger an email or
notification message.
13. HCM Absences - Combine annual leaves when applied separately on Thursday and Monday, automatic
weekend adjustment during calendar day annual leave absence request.
14. Add Stipend as a HCM UI field - Stipend to be added to core HR, as an employee HCM interface option and
then added as Standard Earnings when completing Payroll and calculated on all letters and reports.
15. Infolets configuration
16. Analytics and Dashboard customization to display accurate information.
17. Leave Encashment Report to be developed.
18. Performance Management System – Enhance the existing talent management system.
19. Oracle Recruitment Cloud – Enhance the existing Oracle recruitment cloud.
20. Configure Carry over leave policy.
 21. Mobile App Deployment – Assist with rollout of oracle fusion mobile app.
22. Advanced workflows for procurement – Procurement lifecycle through request to fulfillment etc. such as one
depicted below.

Procurement Process 1

Procurement Process 2
6. Is SEA open to use supplier’s ITSM tool for the engagement? If not, please confirm the ITSM tool that SEA
intends to use/deploy for the engagement.
Please propose options of using suppliers ITSM tool or to use clients ITSM tool (HALO ITSM)

7. SEA has mandated deploying resources with 10+ years of experience. Please confirm if SEA is open to
providing flexibility on this parameter as long as supplier conforms to the SLAs and deliverables as mandated in
the RFP.
Yes, we are open to creative solutions to meet our deliverables.

8. We request SEA to provide a ticket dump or ticket volumes by severity for the last 12 months for each domain
for us to size the engagement. Also provide the # of users by domain
At this point we do not have data on this.

9. Section 12 has two tables with different SLA timelines. Please confirm if we can use the detailed table with
Impact and Urgency as the SLA table for our response.
Yes

10. Please confirm if SEA has a timeline in consideration for the supplier to start the steady state of engagement
(post transition)
Engagement to start by 3rd week of June.