Introduction TBLC is requesting proposals for a live virtual reference software package, to be used to deliver a statewide collaborative live virtual reference service called Ask a Librarian. This project is a joint collaboration of the Tampa Bay Library Consortium (TBLC), the Florida Department of State, Division of Library and Information Services and participating libraries throughout Florida. The project is a part of the Florida Department of State, Division of Library and Information Services Florida Electronic Library and has been awarded a Library Services and Technology Act (LSTA) grant. Under the terms of the grant, TBLC will license and maintain live virtual reference software, and maintain the reference service s infrastructure for the Florida Department of State, Division of Library and Information Services and all of the libraries participating in the project. This project is supported with annual grant funds and the contract entered into will include a provision that in the event funding is withdrawn and TBLC is not able to secure a new funding source the agreement will be automatically terminated and TBLC shall have no further liability to the vendor beyond those amounts already expended prior to the termination date. About TBLC The Tampa Bay Library Consortium, Inc. (TBLC) is a nonprofit multitype library cooperative that assists and empowers over 120 libraries. All types of libraries public, academic, school and specialized are members. Since 1979, TBLC has worked with member libraries to provide better, faster service to the residents of central Florida. TBLC members include state colleges, state university system libraries, private academic schools, colleges and universities, public school systems, and public and special libraries. Together these libraries serve over 6.3 million Floridians in central Florida, or over a third of Florida s population, in 18 of Florida s 67 counties; Citrus, Desoto, Glades, Hardee, Hernando, Highlands, Hillsborough, Indian River, Lake, Manatee, Okeechobee, Orange, Osceola, Pasco, Pinellas, Polk, Sarasota, and Saint Lucie. About Ask a Librarian Ask a Librarian is Florida s live virtual reference service, providing access to live help 80 hours per week, staffed by librarians and library staff working in libraries throughout Florida. The program is a part of the Florida Electronic Library and has been in existence since 2003. Over 130 libraries participate in the service and staff the collaborative desks and, in many cases, a local desk serving local users. In 2011-12, a total of 83,400 reference questions were answered via chat, email and text.
Specifications for Request for Proposals Reminder: TBLC requires an electronic copy of the proposal. The electronic copy may be in the format of PDF, RTF, or Microsoft Word or Excel. 1. General Information Vendor should provide a brief company history or background. Corporate philosophical statements or missions are also appropriate. Vendor should supply a list of customers who have used vendor s software to implement online reference services similar to the one outlined herein. Any strategic partnerships, especially with state- or national- level programs, should be described. Vendor s active involvement with any user groups, including its own, should be described. Vendor should supply a copy of their standard software license agreement. The vendor may also take this opportunity to describe any additional points not logically addressed in other sections, include unique features or service points. 2. Functionality Vendor should describe the extent to which the software offers the functionality listed below. Indicate which features are available now, and which are in development. If in development, indicate the timeline to full functionality. Vendor should provide access to a live demonstration website or otherwise provide a mechanism for verification of functionality and other claims made in this proposal. a. Patron Log- in: Describe the method by which a patron logs on to the service. Describe how an operator is notified that a patron wishes to ask a question. Describe how the software may be customized to require more, or less, information about the patron during the login process. Indicate how the patron is identified to the operator. b. Queue Management: Software should have queue waiting if more than one customer is trying to log in, and/or the ability to handle more than one queue. If live service is not available, or if queue is too long, software should offer the option for the patron to select another method (e.g. e- mail) to ask their question. The operator providing the reference service should also have options for managing the queue, such as forwarding the waiting patron to another librarian, or suggesting that they ask their question via e- mail or another method. c. Transcripts: Describe the software s capability to capture logs or transcripts of reference sessions, including the ability to send those transcripts to the patron or another party. Describe where the transcripts are saved, and who has access to those files. If the option to save or discard a transcript is made by the patron, describe that process. d. Simultaneous Staffing:
This software will be used in two ways: by individual libraries to offer local live reference assistance specifically to their patrons, and in a statewide, collaborative service where the librarian and the patron may be from completely different library systems. In either of these environments, the software should provide the option for multiple librarians to staff the service at the same time. A library might also decide to staff both sides of the service at the same time. Describe how the software may be configured to offer these two complementary, but separate, services in a seamless environment. e. Seamless Transitioning: Describe the capability of the software to seamlessly transition from live chat to e- mail reference, so that staff can have the option to route live questions to an asynchronous format for answering at a later time. The ability to interface with other virtual reference service products, including national level services, is also desirable. Staff should have the option to forward a live question to another librarian, within or outside the service. f. Scripted Responses: Describe the ability to create canned or scripted responses to patron inquiries, either as part of the general communication (welcome, introduction, goodbye, etc.) or as an answer to a specific question. g. Knowledge Base: A knowledge base will be an essential support mechanism for this service. Describe any knowledge base which is available as part of the software package. Indicate whether it is included with the quoted price, or is available at an additional price. Describe the extent to which the knowledge base may be used for both local, library- specific information, and general information that will be of interest statewide. Indicate whether knowledge base may be made accessible to patrons, or to staff only. Describe the method by which the database can be queried. Indicate whether automatic queries may be written in order to generate responses that could then be integrated into Web FAQ pages, either locally or at the statewide level. h. File Sharing: File sharing feature allows staff to send screen shots of content that cannot be co- browsed with the patron. This might include computer files (documents, slide shows, spreadsheets, etc.) created in- house and not available on the Web, or any databases that cannot be co- browsed. Describe how the software allows for such file sharing on the part of the patron or staff. i. Plug- in or Download: If a plug- in or download is required on the part of the patron in order to use any portion of the service, vendor should describe that process in full. Any installation on the patron s computer, no matter how small or unobtrusive, is considered a download. Downloads are strongly discouraged, but are acceptable if necessary in order to access full functionality, but those which require negligible effort on the part of the patron are preferred. j. Accessibility: Describe how the software manages incoming chat, email and texting queries.
Describe how the software may be configured to make it accessible to patrons with disabilities. Also describe how the software may be configured to make it more accessible in a multi- lingual environment. In both cases, if extensive customization beyond the out- of- box interface is required to make the software accessible to these patron groups, that process may be described in the Customizability section of this response. k. Other Functionality: Describe any other features, options, or services not addressed elsewhere in this document. Examples include streaming video and voice- over IP, but the vendor may describe any additional functionality here. 3. Scope This collaborative reference service consists of many libraries, of differing size and type, working together. Each participating library will have unlimited access to its own individual institutional account on the system. In addition, other shared accounts will be used to provide the collaborative, statewide portion of this service. Test accounts will also be necessary for TBLC. Vendor should describe and demonstrate their experience in providing software and support in an environment as outlined herein. 4. Technical Support Speed, reliability and customer service are of utmost importance in this type of application. If software is hosted or installed remotely, vendor should supply evidence of product response time and system availability. Vendor should provide a copy of their standard Service Level agreement, guaranteeing level of system availability, if they have such a document. Vendor should also indicate any platforms that are not supported (i.e. PC vs. Mac users). Platforms should be considered from the point of view of both the staff providing the reference service, and the patron using that service. Indicate any known issues with accessing this software using various Web browsers and versions of those browsers. 5. Training Vendor should provide details of any in- person training offered. Vendor should describe online training, including tutorials (live and canned) and demo sites. Indicate how much training is included with the quoted package price, and what is available at an extra cost. 6. Installation Vendor should supply specifications for both local and remote (hosted) installation of software, if available. 7. Customizability
Vendor should describe the extent to which the software may be customized, in both the local and remote (hosted) installations. Describe any additional formats or interfaces that are available, such as multi- lingual or ADA compliant versions. Also, service should be capable of being integrated into a customized, database- driven Virtual Reference website, as well as into the Web pages for local libraries participating in this service. While such pages would not be directly created or maintained by the software vendor, the software should be set up to facilitate such customized, database- driven websites. Vendor should describe how their software would work in such an environment. 8. Statistics Vendor should provide detailed description of the statistics that are generated, gathered, and compiled by the software. Vendor should indicate to what extent the software may be modified to change the statistics gathered. Vendor should describe available statistics for both individual, institutional accounts and global, shared accounts. Describe the method by which statistics are extracted from the program, including any specialized statistics interface. Describe any reports generated by the software. 9. Standards Vendor should describe their compliance with current standards, including statistical standards. Plans to comply with future standards currently under consideration should also be addressed. 10. Price Vendor should provide pricing for both local and remote (hosted) installation of the software. Vendor should provide pricing based on 130 participating libraries, plus two collaboatively staffed locations. Services should have the option to be staffed by multiple operators at the same time. Prices quoted should be valid through at least December, 2014. The current timeline for implementation of this service is: November 2014: January - February 2014: March 2014: April 2014: Software selected and contract signed Software available to libraries for training Pilot version of service goes live (5 10 libraries) Service is live for all libraries RATING CRITERIA: (1) General Information 10 points (2) Functionality 60
(3) Scope 10 (4) Technical Support 10 (5) Training 10 (6) Installation 10 (7) Customizability 10 (8) Statistics 10 (9) Standards 10 (10) Price 10 TOTAL POSSIBLE POINTS: 150 points
Vendor Response Form Vendor should complete this form and attach it to the front of the full proposal response. A checkmark or other written response is required for each statement below. This form will serve as a cover sheet and quick reference to the full vendor response. Each of the specification categories should be addressed in detail in that full response, and further explanation of responses on this form may also take place there. Name of Company: Name of Software Package: Name of Person Completing Form: Contact Information: Functionality Yes No Notification of patron log in Customization of patron log in Queue waiting or multiple queues Ability to push web pages Ability to capture transcripts Simultaneous local and global staff presence Seamless transition from chat to e- mail Scripted responses Knowledge base File sharing Plug- in or download required Accessible for patrons with disabilities Multi- lingual interface Technical Support Yes No 24 hour technical support available Training Yes No In- person training available Online training available Installation Yes No Local installation of software available Remote installation (hosting) available Statistics Yes No Individual and global level statistics available Total Proposed Price: $
Timeline for Software Acquisition Date Task 9/22 Announcement posted on TBLC website 9/22 RFP sent (electronically) to selected vendors 10/20 RFP responses due to TBLC and responses opened at 5:00 pm Eastern Time 11/10 Advisory Committee meeting: preferred vendor and software identified 11/21 Purchase approved by TBLC Board of Directors
Contact information for questions and for submission of proposals: Vickie Frost Tampa Bay Library Consortium 1202 Tech Blvd., Suite 202 Tampa, FL 33619 (813) 622-8252 frostv@tblc.org