SAP S/4 HANA SUPPORT SERVICES

The City of Charlottesville is seeking a service provider to provide on-call as-needed, project-based SAP Application Maintenance Services (AMS) and optional consulting and implementation service for their SAP environment. The principal components of City of Charlottesville’s SAP environment are RISE with S/4 HANA (private cloud edition) and SuccessFactors. The City reserves the right to award a contract to one or more qualified vendors under this Request for Proposal (RFP). All support services will be onshore and provided during normal city working hours.

The objective is to ensure system stability, regulatory compliance, and continuous improvement of the SAP environment.

Background

The City of Charlottesville implemented SAP and initially went live on July 1, 2005, using Version 4.6. In 2012, the city upgraded its SAP system to ECC 6.0 and remained on that platform until transitioning to SAP S/4HANA. The city successfully went live on SAP S/4HANA under the RISE model in September 2025.

The primary functions supported by SAP include Funds Management, Universal Journal, Controlling, Plant Maintenance, and Contract Accounts Receivable and Payable, primarily for billing utility customers for City water, sewer, gas, and stormwater services. The system is also used to process payroll, manage procurement activities through Materials Management, and support warehouse operations.

The technical specifics of the City’s current environment are detailed below.

Current SAP Environment

• SAP Platform: SAP S/4HANA
• Deployment Model: RISE with SAP
• Environments: Sandbox(S02), Development (DEV), Quality (QAS), Production (PRD)

Project Details

• Reference ID: RFP 26-75
• Department: Information Technology
• Department Head: Steve Hawkes (Director of Information Technology)

Addenda

• Addendum #1 (released 2026-03-31T19:34:04.862Z) —

  This addendum has been issued in response to the following questions: 

  • Is city willing to consider Hybrid workforce (Mix of Onshore, Offshore, and US based remote resources) with all data and security compliance maintained as per City's guidelines?
    • The City is open to Onshore and US-based remote resources only.
      
      
  • Request to share the ticket data of all Incidents/SRs since September 2025(or go-live) from the Incident Management tool used. The ticket dump (including category, Description, Module, Company code, resolution provided, severity, Resolver Group, Ticket Hops and Resolution time of the incidents and service) will allow vendors to accurately estimate the most efficient support levels. 
    • The City is unable to provide the requested ticket dump. 
      
      
  • Request you to please share the Architecture diagram of the SAP Landscape
    • The current landscape includes:
      • D02 – Clients 300 and 310
      • Q02
      • P01
      • Additionally, the City maintains a Sandbox System
        
        
  • We understand enhancements are part of scope of work. Can you please define enhancements, and how much effort (per month/per year) needs to be set aside for enhancements (as part of support work). This answer will accurately allow vendors to estimate efforts/resources.
    • Enhancements refer to functional or technical improvements made to the existing SAP S/4HANA system that extend or optimize City’s current capabilities without a major new implementation. This may include adding new fields, reports, workflows, interfaces, configuration adjustments, custom developments, or process refinements requested by the business to support business needs.
    • Effort will be estimated by the vendor on a case by case basis when enhancement work is requested. No fixed monthly or annual allocation of hours is required.
      
      
  • Which are the Third party systems/applications integrated with SAP Applications? Pls share the details as follows: See attached document for City Interface List.
    • Please provide list of External Interfaces (applications interfaced with SAP Applications)
    • Please provide details on Type of external interfaces in-bound / out-bound
      
      
  • Pls confirm the current count of RICEFW?
    • Around 600 custom objects.
      
      
  • Please share details of the ITSM tool currently in use for logging of tickets 
    • The City uses an in-house developed helpdesk system for logging and managing IT tickets.
      
      
  • For ITSM tool, Do we get automated alerts via email incase violation? if yes, what kind of automation is implemented?
    
    • Yes, automated email notifications are sent in the event a helpdesk ticket is assigned to the successful offeror. 
      
      
  • Kindly confirm if ITSM alerts are configured to automatically create a ticket in the ITSM tool.
    •  No, tickets are not created automatically.
      
      
  • Do you have any testing Automation solutions enabled for automated Test scripts, test plan and regression testing? If yes, kindly share the details? 
    • The City does not currently use any testing automation solutions. All test scripts are executed manually.
    • How many Test Scripts, Test plan are implemented thru automated solutions?
      • All test scripts are manual; no automated test scripts or test plans are in place.
    • Are manual Test scripts available for all SAP applications?
      • Yes, manual test scripts are available for all SAP applications.
• Addendum #2 (released 2026-04-03T17:21:13.001Z) —

  This addendum has been issued in response to the following questions: 

  • Can you please share the total no of SAP users, by module. 
    
    • 360 users
      
      
  • Can you please provide avg no of tickets per month. This information will be critical for vendors to accurately estimate the staffing level.  
    • The average was around 30-35 tickets per month in 2025; however, please note that this period overlapped with the upgrade project.
      
      
  • Can you please provide size of support team before the S4/HANA brownfield migration ? 
    
    • 2 in-house support team members, with the existing vendor providing additional support as needed. 
      
      
  • Can you please provide size of current support team for S4/HANA post implementaion after Sep 2025. 
    
    •  2 in-house support team members, with the existing vendor providing additional support as needed. 
      
• Addendum #3 (released 2026-04-06T19:23:06.490Z) —

  This addendum has been issued in response to the following questions: 

  • Will 2 in-house members (as answered in addendum 2) continue to be part of support team ? Answer to this question will allow vendor to find right stafffing level.
    
    • Yes, 2 in-house members will continue to be a part of the support team.
• Addendum #4 (released 2026-04-07T19:19:58.218Z) —

  This addendum has been issued in response to the following questions: 

  • Section F states that the city requires on-demand technical support. We propose to staff roles that need to meet this requirement but do not have in-house on-demand (24x7x365) support. Would this be sufficient? 
    
    • On-demand (24x7x365) support is needed but only for high-priority production critical issues. Normal as-needed support is required during normal business hours. 
      
      
  • The RFP describes SAP support services as “on‑call” and “on‑demand,” while also indicating standard support hours of Monday–Friday, 8:00 a.m. to 6:00 p.m. ET, with emergency support available on weekends and holidays.
    Can the City please clarify whether “on‑demand/on‑call” support is intended to mean as‑needed support initiated by the City during standard business hours, with after‑hours and weekend support required only for defined emergency or high‑priority production issues, rather than continuous or staffed coverage outside normal business hours? 
    • Yes that is correct. As-needed support is required during normal business hours and after-hours/weekend support is needed specifically for defined emergency and production critical high priority issues. 
• Addendum #5 (released 2026-04-09T19:19:41.729Z) —

  This addendum has been issued in response to the following questions: 

  • On page 3 of the RFP document, Section IV Background, the current SAP environment table appears cut from both ends. Could the City share that again?
    
    • See attached document for the current SAP environment table.

Evaluation Criteria

• Qualifications and Experience (80 pts) —

  This should be addressed in Section 2 – Experience portion of the proposal.

• Price (15 pts) —

  This should be addressed in Section 3 – Proposed Price and Payment Terms portion of the proposal.

• Specific Plans or Methodology (5 pts) —

  The ability, capacity, and skill of the firm to perform the work described herein in a manner consistent with City goals and standards. This should be addressed in Section 1 – Methodology/Specific Plan portion of the proposal.

Submission Requirements

• Offeror Information
• Offeror's Primary Contact (required) —

  Please enter the following information for the primary contact for this proposal even if the same as on the profile submitting:

  • Full Name
  • Title
  • Phone Number
  • Email Address
• Years In Business (required) —

  Please indicate the length of time (in months and years) the company has been in business providing this type of good or service.

  If your company has not yet been in business for 1 full year, please still state 0 years and the number of months.

  EXAMPLE:
  0 Years and 9 Months

• References (required) —

  Indicate a listing of at least three (3) current or recent accounts, either commercial or governmental, that your company is servicing, has serviced, or has provided similar goods. For each entry please be sure to Include:

  • Entity Receiving Service(s) or Good(s)
  • Point of Contact Name of Individual at Entity
  • Point of Contact Title
  • Phone Number of Point of Contact Name
  • Email Address of Point of Contact Contact Name
  • Location of Service or Goods with valid Physical Address
  • Start and End Date of Service(s), include overall length of continuous Service or Frequency of Service within given timeframe
  • Estimated Total Dollar Value of Service Between Start and End Dates
• Virginia Contractor License No. (required) —

  Please enter your Contractor License Number for the State of Virginia.

  Please also note the class of license and any specialty codes.

• SAM.gov Confirmation (required) —

  Please upload a printout from SAM.gov to confirm that your company currently has no active exclusions. The printout must be no greater than 7 calendar days prior to the due date of this bid.

• State Corporation Commission Form (required) —

  Select one of the below options. If Option 1 is selected, please provide your entity's Virginia SCC identification number in the next question. If any other option is selected, input "N/A" in the next question.

• State Corporation Commission Identification Number (required) —

  Enter your entity's SCC number if you are registered with the Virginia SCC. If not, enter N/A.

• Offeror Private Security Services Business License (required) —

  Please enter your Private Security Services Business License Number issued by the Department of Criminal Justice Services.

• Subcontractor Private Security Services Business License (required) —

  Please enter the Private Security Services Business License Numbers issued by the Department of Criminal Justice Services for any subcontractors you will be using.

  If N/A then simply state "N/A".

• Small-, Women-, Minority-Micro, Employment Services Organizations, and Veteran-Owned Business Objectives —

  It is an important business objective of the City of Charlottesville to promote the economic enhancement of small businesses (SBE) and micro businesses (O), women-owned businesses (WBE), minority-owned businesses (MBE), employment services organization (ESO) and veteran-owned businesses (VBE).  The City’s ability to track the amount of business received by SBE, O, WBE, MBE, ESO, and VBE businesses, whether as a prime contractor or a subcontractor, is dependent upon the business community partnering with us in this important endeavor.

  If you anticipate subcontracting to any of these businesses in the performance of this contract, you are requested to report the total dollars anticipated to be subcontracted to each type of business.  Failure to provide this information may result in the application of stronger requirements on bidders to assure that SBE, O, WBE, MBE, ESO, and VBE businesses receive benefits from City contracts.

• SBE, O, WBE, MBE, ESO or VBE (required) —

  If you or your corporation/company/partnerships are a SBE, O, WBE, MBE, ESO, or VBE, please check the applicable following boxes. If you do not meet the requirements for any of those options, please select "NONE".

• Certification # and Expiration Date —

  If your answer to the previous question indicates that you or your corporation/company/partnership are one or more of the options (SBE, O, WBE, MBE, ESO, or VBE) then please indicate your certification number and expiration date here using the following format:

  CERTIFICATION #:
  <State your Certification #>

  EXPIRATION DATE:
  <State the expiration date of your certification(s)>

• Certifying Agency —

  If certified by other than the Virginia Department of Small Business and Supplier Diversity provide the Name and Contact information, including Phone Number and Website of Certifying Agency.

• Total SBE Dollars to be Sub-contracted (required) —

  Report the amount of work (in USD) that you intend to subcontract to any SBE for this project if a contract is awarded to your company. If you do not intend to sub-contract to any such firms, even if you are an SBE, O, WBE, MBE, ESO or VBE, then enter $0.

• Total O Dollars to be Sub-contracted (required) —

  Report the amount of work (in USD) that you intend to subcontract to any O for this project if a contract is awarded to your company. If you do not intend to sub-contract to any such firms, even if you are an SBE, O, WBE, MBE, ESO or VBE, then enter $0.

• Total WBE Dollars to be Sub-contracted (required) —

  Report the amount of work (in USD) that you intend to subcontract to any WBE for this project if a contract is awarded to your company. If you do not intend to sub-contract to any such firms, even if you are an SBE, O, WBE, MBE, ESO or VBE, then enter $0.

• Total MBE Dollars to be Sub-contracted (required) —

  Report the amount of work (in USD) that you intend to subcontract to any MBE for this project if a contract is awarded to your company. If you do not intend to sub-contract to any such firms, even if you are an SBE, O, WBE, MBE, ESO or VBE, then enter $0.

• Total ESO Dollars to be Sub-contracted (required) —

  Report the amount of work (in USD) that you intend to subcontract to any ESO for this project if a contract is awarded to your company. If you do not intend to sub-contract to any such firms, even if you are an SBE, O, WBE, MBE, ESO or VBE, then enter $0.

• Total VBE Dollars to be Sub-contracted (required) —

  Report the amount of work (in USD) that you intend to subcontract to any VBE for this project if a contract is awarded to your company. If you do not intend to sub-contract to any such firms, even if you are an SBE, O, WBE, MBE, ESO or VBE, then enter $0.

• Reasons Behind Utilization (required) —

  If you do not plan to utilize such firms in this contract, please state your reasons.

  If you are planning to utilize such firms then please simply state "N/A" here.

• Proposal Items
• Proposal (required) —

  Please Upload your COMPLETE Proposal here formatted in the manner required by this RFP.

• Proposal (without Cost) (required) —

  Please Upload your Proposal here formatted in the manner required by this RFP. This upload here should NOT INCLUDE any pricing information as that will be uploaded separately.

• Separate Cost File (required) —

  You were instructed to upload your cost information separately from the rest of your proposal. Please upload ONLY your cost/pricing information here. This should not be a duplicate upload of your proposal as this is the ONLY upload that should contain your pricing information.

• Recycled Materials? (required) —

  Do any of the goods offered in or as a result of your bid/proposal contain recycled materials?

• Recycled Content (required) —

  You have indicated that goods offered in or as a result of your bid/proposal contain recycled materials. Please qualify the recycled material content.

• Certification of No Collusion (required) —

  I hereby certify, under penalty of perjury:

  I am authorized to act on behalf of and bind the company or other entity submitting this bid, and this bid is not the result of, or affected by, any act of collusion with another person engaged in the same line of business or commerce, or any act of fraud punishable under the Virginia Governmental Frauds Act.

• Additional Information (if needed) —

  For any additional information requested or required by any of your previously provided answers please upload that additional documentation here.

• Proprietary/Confidential Information Identification (required) —

  Please download the below documents, complete, and upload.

• Submission Confirmation (required) —

  Offeror hereby certifies that all information provided within this submission is accurate to the best of their knowledge and that they have the authority to submit a bid on behalf of the stated Company and bind the Company to the information contained within said submission.

• Private Security Services? (required) —

  Is this solicitation for installation, service, maintenance, or design of security equipment? Is it for any sort of security officer or private investigator or security service that requires the contractor to have a Private Security Services Business License issued by the Department of Criminal Justice Services under the Code of Virginia § 9.1-139?

• Proposal Valid For? (required) —

  How many days do you wish for proposals to remain valid after the due date of this RFP?

  Please be sure to write it out exactly as show in the following example:

  EXAMPLE (if 60 days):
  sixty (60)

• Multiple Awards (required) —

  Does the City want to reserve the right to make multiple awards as a result of this solicitation?

• Information Technology Related Goods/Services (required) —

  Are you procuring information technology related goods, services, etc.?

• Electronic Pricing Table (required) —

  Do you wish to use the electronic pricing table within OpenGov for this RFP?

• Commercial Loading Zone Attachment? (required) —

  Will this solicitation or its contract result in deliveries being made to City Hall or Annex? Answering "YES" will provide the Commercial Loading Zone attachment as Attachment BB. An answer of "NO" will not provide the attachment with this project.

• Federal Funding? (required) —

  Is there federal funding involved with this RFP or Contract that will result from this RFP?

• Contractors License? (required) —

  Is a contractors license required for a responsive proposal?

• Limitation of Liability (required) —

  NOTE: If you are using this section, it should be on an exception basis and review by both Risk Management and Legal Counsel is MANDATORY before including it in a solicitation or contract.

  THE CONTRACTOR WILL NOT BE LIABLE:
  A contract officer may use this clause in a contract when negotiations suggest that liability may be an issue, but the risk and liability to the Commonwealth is negligible.  Examples include, but are not limited to, office supplies and equipment, paper products, printing, furniture, audio/visual equipment, consultant services, media services, equipment maintenance, etc.  In certain circumstances, a contract officer may include this clause in a solicitation after consulting with risk management and legal counsel.  Note: The clause may be modified, as applicable, depending on the intended use of the goods and/or services.

  THE CONTRACTOR WILL BE LIABLE:
  A contract officer may use this clause in a contract when negotiations suggest that liability will be an issue and the risk and liability to the Commonwealth is extensive.  Examples include, but are not limited to: software; hardware; two-way communication devices; telephone equipment; medical, dental, and laboratory equipment and supplies; elevator maintenance and inspection services; food service; medical service; etc.  Caution: The potential risk must be calculated in dollars and indicated in the first blank.  Delete the remaining part of the sentence.  If the risk value cannot be determined within a reasonable amount and the contract is for indefinite quantity (e.g., annual contract), estimate the approximate annual value and fill in the dollar amount.  Enter a multiplication factor in the second blank, such as two (2) or some other reasonable number.  In rare circumstances, a contract officer may include this clause in a solicitation after consulting with risk management and legal counsel.  Note: The clause may be modified, as applicable, depending on the intended use of the goods and/or services.

• Separate Pricing Upload? (required) —

  Do you want Proposers to upload a separate document for their Price Proposal? You'll want to do this if you open proposals initially WITHOUT showing price, and then come back in after a technical evaluation to unseal pricing later.

• Recycled Materials? (required) —

  Does this RFP have a high probability to include the purchase of recycled materials?

• Insurance Requirements —

  The following Insurance Requirements section is for the Risk Manager to review and modify. The drafter should not modify the text in the text boxes in this section. When Insurance Requirements are ready for review, invite the Risk Manager as a collaborator with Edit access from the main project page.

• Automobile Liability (required) —

  Does this solicitation require Automobile Liability insurance? If yes, leave default value. If no, type "Does not apply."

• Umbrella Liability (required) —

  Does this solicitation require Umbrella Liability Insurance? If yes, input the dollar amount into the default value. If no, delete default value and type "Does not apply."

• Professional Liability (required) —

  Does this solicitation require Professional Liability Insurance? If yes, input the dollar amount into the default value. If no, delete default value and type "Does not apply."

• Cyber Liability (required) —

  Does this solicitation require Cyber Liability Insurance? If yes, input the dollar amount into the default value. If no, delete default value and type "Does not apply."

• Abuse and Molestation Liability (required) —

  Does this solicitation require Abuse and Molestation Liability Insurance? If yes, input the dollar amount into the default value. If no, delete default value and type "Does not apply."

• Pollution Liability (required) —

  Does this solicitation require Pollution Liability Insurance? If yes, input the dollar amount into the default value. If no, delete default value and type "Does not apply."

• Explosion, Collapse, and Underground Property Damage Liability (required) —

  Does this solicitation require Explosion, Collapse, and Underground Property Damage Liability Insurance? If yes, input the dollar amount into the default value. If no, delete default value and type "Does not apply."

• Builder's Risk (required) —

  Does this solicitation require Builder's Risk Insurance? If yes, input the dollar amount into the default value. If no, delete default value and type "Does not apply."

Questions & Answers