University at Buffalo Learning Management and Performance Management System Request for Information # 14CBW0036

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1 University at Buffalo Learning Management and Performance Management System Request for Information # 14CBW0036 Background The University at Buffalo (UB), The State University of New York is a major public research university and the largest and most comprehensive unit of the state university system (SUNY), which has 64 campuses in total across New York State. The University at Buffalo employs over 7,000 faculty and staff, which are distributed across three campuses in the Buffalo area. This positions the university as one of the five largest public employers in Western New York. UB has been recognized as a Great Place to Work by Great Place to Work Institute, Inc. and as a Top College to Work For by the Chronicle of Higher Education. The University has a strategic plan, entitled UB 2020, to position the university among the very top research universities nationwide and, consequently, spark revitalization of the Western New York region into a knowledge based economy. The plan focuses on strategic initiatives that enable UB to effectively serve our students, advance our strategic strengths, and greatly improve the knowledge based economic impact of the university. One area that has been given much attention is how to maximize alignment of employees with the goals of Realizing UB2020, and also serve to improve job satisfaction. Some of the goals that have been set to achieve this include: Align the activities of the employees with the goals and objectives of UB, and to encourage stronger focus on professional development of individuals for their own benefit as well as the University s. Encourage managers to understand the importance of lifelong learning by everyone for the long term health of the organization Encourage employees to understand the importance of maintaining relevant skills in a rapidly changing environment This Request for Information is requesting information from vendors that provide learning management and performance management systems to organize and assist with the professional development of the University s faculty and staff. Purpose and Objective The purpose of this Request for Information (RFI) is to acquire information regarding options and efficiencies that are available in the marketplace for the provision of learning management functionality and electronically collect employee performance management activities. It is anticipated, but not guaranteed, that UB will use the information received from this RFI to develop a future procurement for this product. The objectives of this RFI are to: 1) develop a general understanding of vendor system capabilities; 2) obtain vendor feedback regarding operating models, leading practices, pricing structures, and process improvements; and 3) solicit vendors perspectives on the capabilities of a learning management and performance management system. Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 1

2 Scope of Request The scope of this RFI is to collect information from vendors that can offer some or all of the following: Assist in developing and tracking individual and organizational learning goals Manages the training registration process, including collecting course fees Delivers and manages instructional content (instructor led, online learning, follow up materials/job aids) Track employee performance appraisals and programs Facilitate a competency based learning model Central collection of learning and performance data including tracking and reporting The vendor should provide user friendly, flexible, comprehensive solutions and services, for its staff and faculty. The system would be centrally administered by the Organizational Development & Training Department, a division of University Human Resources, for faculty and staff on all three campuses. Content of Response Vendors are requested to respond to all questions included in this RFI. A response does not bind or obligate the responder or SUNY to any agreement for the provision of products referenced. No contracts will be awarded based on RFI submissions. In order to facilitate the review of the responses, please provide the information in the exact order as listed below. You may put answers within the document directly below each question, maintaining the original formatting of this document. Please rename this document with the following naming convention: UB RFI# 14CBW0036 VENDOR NAME.doc (.docx format is also acceptable). If any of the information in the vendor response is considered confidential, proprietary, or a trade secret, it must be clearly indicated on the appropriate page of the vendor response. Release of such materials is governed by the NYS Freedom of Information Law, which in part requires the requester to provide specific justification as to why disclosure of particular information in the response would cause substantial injury to the competitive position of the vendor. Question Deadline Questions as a result of this RFI are to be submitted in writing by 4pm EST on Tuesday, April 7th, 2015 to: Cheri Weber at Subject line of must state UB RFI# 14CBW0036 Questions. Questions will be answered no later than Monday, April 13, 2015 Response Deadline Please provide your response no later than 4pm EST on Monday, April 20th, 2015 to: Cheri Beth Weber, Purchase Associate, Subject line of must state UB RFI# 14CBW0036 Response. If you prefer or your response is too large to , mail an electronic copy on CD, DVD or USB Flash Drive to Cheri Beth Weber, Purchasing Department, University at Buffalo, 224D Crofts Hall, Buffalo, NY Printed copies will be accepted but electronic versions are preferred. Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 2

3 Functional Requirements General Company Information Provide general information about the company, including: o Company history o Company location, size, and organizational structure o How long the company has been in business o List of names of other higher education institutions utilizing your product offerings. In particular, we would be interested in any Association of American Universities (AAU) and/or SUNY affiliations you may have. o List of public organizations utilizing your products o Describe your experience in our industry. Describe the overall install base of the company s product offering, including specific information related to other installs of similar size and complexity as the University at Buffalo. Describe the learning management process from all perspectives: the employee (learner), the manager and the administrative user. Include all communications sent to learners and managers at different points in the process. (Include screenshots and sample communications where feasible.) Describe the performance management process from all perspectives: the employee (learner), the manager and the administrative user. Include all communications sent to learners and managers at different points in the process. (Include screenshots and sample communications where feasible.) Describe opportunities to incorporate UB branding. Describe the accessibility of the product for all constituents, including all languages that are supported. Describe the process for requesting enhancements and the means used to prioritize such requests. o Describe the process for making and testing changes. Describe unique services or approaches that differentiate your solution from others that are available. Describe the history of your LMS. When was the first released? General Company Response: Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 3

4 Product Information Describe your current Learning Management System, including o Product Name o Current release and release date o Release frequency o Number of individual clients o Product roadmap o Planned upgrades and releases within the next year. Describe your current Performance Management System, including o Product Name o Current release and release date o Release frequency o Number of individual clients o Product roadmap o Planned upgrades and releases within the next year. Does your Learning Management module come with any online content? Please describe options that are included and associated fees. Describe any product documentation that is provided with the system. Please provide all modes of delivery for your application. Product Information Response: Pricing : (This is not a bid, pricing is used to understand the approximate, non negotiated price) Please provide your published price list for Learning Management modules and associated fees, including the following o Customer support (implementation and post implementation) o Implementation costs o Training costs o Software Support costs o Hosting costs Please provide your published price list for Performance Management modules and associated fees, including the following o Customer support (implementation and post implementation) o Implementation costs o Training costs o Software Support costs o Hosting costs Please provide all pricing structures available. (per user, per users active in system, on line hosted solutions, etc.) Pricing Response: Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 4

5 Data Access and Security Describe the product options available for accessing UB s employee data. Describe how learning and performance data is secured. Describe how learning and performance data are only accessible to the administrative staff and respective employee and manager. Describe actions taken related to PCI compliance. What steps are taken to ensure quality assurance? How is UB informed of errors if and when they occur? Data Access & Security Response: Customer Service Describe the customer service and assistance provided by the vendor to UB administrative and IT staff post implementation. Include the following: o Hours and days of operation o Describe the support provided during implementation and rollout o Describe the regular, ongoing support that is provided. Is online support available? o Support provided when experiencing problems o Support provided when new functionality is released o Location of customer service offices o Amount of staffing, including the means for determining when staff should be added. o Average wait time for call and response o Call handle time o What are the typical skill set, experience, and qualifications of customer service staff? o Describe training provided to customer service staff. o Describe how customer service inquiries and responses are tracked, assessed, and reported to UB. Describe the customer service provided to the employee (learner) and/or manager. o Hours and days of operation o Call handle time o Describe how customer service inquiries and responses are tracked, assessed, and reported to UB. Describe the means for assessing customer satisfaction with overall software and with customer service. Describe the level of access of customer service staff to UB s employment and performance data. Describe processes followed for verification of caller/ er. Customer Service Response: User Interface Describe the options available to configure the Learner, Manager, and Administrator interfaces. Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 5

6 o Will users be able to access both Learning and Performance modules from the main dashboard? Can the system be accessed through a mobile device? If so, please describe the process and devices that are supported. User Interface Response: Learning Management Functionality Does the system support all training mediums? (Instructor led, elearning, blended, etc.) Describe all aspects of course management available within your system. Including the following. o Multiple ways to display courses (by calendar, by topic, etc.) o Require prerequisites o Waitlist functionality o Repeat course scheduling Describe the ability to create learning plans per employee, per job, per department. Describe the administrative functionality to schedule courses, assign instructors, set minimum and maximum seat limits (unique per course), and generate sign in sheets for the instructor led classes. Describe any social media capabilities your system may have. Describe any mobile learning capabilities available. Describe the options available for the system to store training resources. (job aids, case studies, facilitation resources.) Describe options available to managers and/or administrators to enroll a specific group of employees into courses or learning plans. Describe the searching methods available to employee, manager, and administrator. Learning Management Response: Performance Management Functionality Describe the capabilities available for creating a Performance Program and Evaluation for an employee. Include the following areas. o Link to their learning plan and competencies o Uploading/attaching files to the program or evaluation Describe the capabilities available for competency planning. Describe options for workflow to be implemented and managed. Performance Management Response: Evaluation/Survey Functionality Do you offer an evaluation or survey tool? Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 6

7 o If so, describe the functionality and associated fees. Does your system support third party evaluation/survey tools? Please provide any partnerships that may exist. Evaluation/Survey Response: Reporting Describe the capabilities that are available with reporting on learning and performance management. o Provide samples of your delivered reports and dashboards. Describe tools for UB to develop our own reports. Describe the process for the vendor to customize reports for UB (include any relevant fees). Describe the ability to download data locally with in UB. Reporting Response: Implementation Describe the process of implementing the solution. o List typical milestones and timeframes for completion. o Describe options available to UB when configuring the system. Describe the implementation support provided. o Is the support staff from your company? o How long are they assigned to the project? What resources are expected from UB staff? Describe the training procedures for your software. Implementation Response: Technical Requirements Configuration: If there are multiple configuration options, please describe all options and the pros and cons of each. Describe the methods available for system delivery. (Cloud, SaaS) Configuration Response: Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 7

8 Components: Describe the components of the local hardware and infrastructure requirements for the product offering. This should include, at a minimum, the following: o server hardware environment o disk storage recommended requirements o operating system support o run time architecture specifications (e.g., 1,2,3, or n tier system, etc.) o non vendor provided components Describe the components of the software and service and how they integrate with one another, including non vendor provided components required. Provide detailed information regarding any third party component included in the product offering, including: o Company o Company history o Company size and organization o Description of product o Product contact information o Hardware and infrastructure requirements, if additional o Patch process Component Response: Maintenance: The vendor must publish and adhere to a regular patch release schedule. The solution must allow for applying patches in a rolling fashion 1 machine at a time. The vendor needs to be able to provide custom bug fixes within a mutually agreed upon turnaround time. Direct access to vendor support must also be provided (i.e. not through an intermediary). Describe the product offering s patch process. Describe in detail your maintenance process and schedule (including lead time, communication, procedures followed, and anticipated downtimes): o System maintenance o Patch releases o Bug fixes o Product updates Describe procedures for communication of planned and unplanned system outages. technical Describe the procedures for reporting bugs identified by the university non technical Maintenance Response: Integration: Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 8

9 Provide a detailed recommendation for integrating the product offering with the current University identity management solution. In particular, describe your approach to providing both the end users and administrators of your product offering with a single security identity (username, password, and role attributes) or single sign on for web based services that is synchronized and consistent with the existing University identity management solution. Describe all options available to access UB data. Would the modules be able to accept historical learning and performance data? If so, how would that be accomplished? Integration Response: Data Exchange: Discuss how client computers and server equipment will exchange data across a network. What protocols are used for data access? How much bandwidth is required for concurrent application access and data access? Is data exchange accomplished through client/server, shared file or standard download mechanisms? Do any of the products in the product offering provide direct integration with standard third party office suites? Data Exchange Response: Support: Provide a detailed description of the technical support and training for the product offering, including: o Overview of proposed training options for on site or training center services o Recommended training plan including estimated timeframes Provide a complete list of all technical and functional documentation that will be provided with your product offering. Describe your levels of technical support, typical support acknowledgement time, and typical response time. Do you offer standard and critical support levels? Include your normal support hours and whether you exclude any holidays or other company mandated out of office days Support Response: Hardware & Software Platforms: Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 9

10 Provide a complete list of all hardware and software platforms on which your product will operate. Provide the specifications for the hardware and software platform on which you develop the products in your product offering. Provide a complete list of all hardware and software platforms that make up your primary/first release level of service for the products which you will provide. Provide a complete list of all hardware and software platforms that make up your secondary release level of service for the products which you will provide. Hardware & Software Platforms Response: Safeguarding Data & Back up: Describe your procedures for safeguarding any and all personally identifiable information received from the university. Specifically address: o Storage o Offsite backups o Sharing with third parties o Describe the technical details of how this service and or software functions. Include a description of all system interactions with either end users or staff. Describe the process in detail including all components utilized o During an online transaction o Any required batch jobs and or processes Describe the process and environments available to facilitate development and testing of this solution both during installation and ongoing maintenance. (more a general question not included above) Provide detailed information regarding your backup and disaster recovery plan for ensuring business continuity. How often are back ups performed? From what point is information recovered if the system goes down? If the solution you provide is hosted, are you able to meet a guaranteed uptime of 99%, If not, what is your guaranteed uptime? Safeguarding Data & Back up Reponses: Request for Information No. 14CBW0036 for University at Buffalo Learning Management and Performance Management System Page 10

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