Customer Information System Maintenance Support and Application Development Services

A vendor is sought to provide ongoing application maintenance support and development services for a corporate Customer Information System (CIS) in Saskatchewan, utilizing Oracle Customer Care and Billing (CC&B). The selected provider will be responsible for comprehensive daily support, including the resolution of support tickets in accordance with service level agreements, testing and deployment of application patches, bug fixes, minor enhancements, and troubleshooting to restore application functionality, even during after-hours incidents. Additionally, the vendor will maintain and update all technical system documentation covering configurations, integration points, and process flows.

For application development services, the vendor will design and implement interface solutions based on business and technical requirements. Responsibilities include developing and documenting application components, managing system integrations in line with approved designs, analyzing and resolving complex issues during the development lifecycle, and translating evolving business needs into scalable and maintainable solutions. The goal is to ensure that applications and integrations effectively support the agency’s business processes and align with its technical architecture.