Learning Management Solution

The vendor is required to provide learning management solution (LMS) to integrated web-based system for managing all aspects of its robust training program for professionals in the field of gambling and substance use disorder and the general public.
- The solution must include the following:
•    The hosting of the solution and system components, including installation and testing of all required server and system hardware and software components;
•    Configuration;
•    Customization and development (if needed); and
•    System maintenance and support.
- Solution support
1. Hours of support
•    Provide support from 8:00 am to 5:00 pm eastern time and evenings and weekends as requested. 
•    Support shall include, but not be limited to, assistance and ongoing support regarding problems, issues, release support, guidance in the operation of the solution, and identification and correction of possible data or system errors.
2. Types of support. 
•    The offeror shall describe all types of solution support available (e.g., telephone, web chat, email). at a minimum email and phone support shall be provided. 
•    The offeror shall describe all types of solution support available (e.g., telephone, web chat, email). at a minimum email and phone support shall be provided. 
•    Agency will provide tier 1 support to users in areas such as website navigation assistance and merging duplicate accounts.  
•    The system will integrate with the commonwealth’s single sign on solution, users will be instructed to contact the commonwealth’s help desk for assistance with password resets not resolved through the automated reset process. 
•    Agency shall escalate solution support issues to the selected offeror’s tier 2 support personnel.
3. Incident management. 
•    Provide and manage a process to track, monitor, and resolve reported problems and issues. 
•    The offeror shall describe its methodology to triage problem criticality and impact including resolution procedures and escalation process for each classification of problems and issues.
4. Notifications. 
•    Its policies and procedures to notify service subscribers and users in the event of scheduled maintenance, unscheduled maintenance, emergency maintenance, downtime, system errors, degraded performance, product releases, or other user-impacting events. 
•    The solution shall provide system messages at login to notify users of maintenance or other system events.
- Reporting
•    The solution shall allow the user to generate and save ad hoc reports.
•    The solution shall allow the user to generate, view, download and print system reports.
•    The solution shall allow the user to generate reports for export in a variety of formats. (ex. excel, pdf, csv, xml, DAT)
•    The solution shall have the ability to track status of mandatory reporting.
•    The solution shall allow the user to schedule reports.
•    The solution shall have the capability for report distribution including evaluation data. allow setup criteria to auto generate reports for distribution to specified groups or individuals.
•    The solution shall allow agency to do ad hoc reporting on course evaluation data.
•    The solution shall provide reporting capabilities accessible to agency staff and other users. reporting functionality must be responsive and comply with all role-based access to specific records (e.g., attendance rosters, course and instructor, evaluations etc.).
•    The solution shall provide access to all data in order to produce canned, customized, ad hoc reports and other types of reporting.
•    The solution shall provide web-accessible reporting tools that enable scheduled and ad hoc reports and queries to be generated that meet the operational needs of agency.
•    The solution shall provide a system report catalog and several report examples.
- Attendance
•    The solution shall provide a functionality that restricts class registration when a learner has an outstanding balance due on their account. 
•    The learner shall be able to log in, but shall be taken directly to a payment page that will include a message regarding the amount of the outstanding balance owed and what it is for. 
•    Once the balance is paid, full access shall be automatically restored.
•    The solution shall provide a functionality that has the ability to create, manage, and have access to training transcripts and continuing education credits.
•    The solution shall require attendance to be entered for a course certificate to be issued. 
•    The training requestor shall be able to enter attendance for events they scheduled. 
•    The solution shall allow copies of signed attendance sheets to be uploaded. 
•    The solution shall allow for an automated verification of each learner's attendance for the duration of the class to be required for a certificate to be issued.  
•    The solution shall have the capability for agency to set the minimum number of learners required to be registered for a class
•    The solution shall have the capability for the training requestor to set the maximum number of learners to be registered for a class.at the time of request submission
•    The solution shall have the capability to provide an automated notification to the primary contact, trainer, and training requestor by a date specified when a scheduled class does not have the minimum number of required learners registered.
•    The solution shall provide an automated update of the learner's attendance as complete or incomplete.
•    The solution shall have the capability to set record status as "registered", "denied", "approved", "cancelled", "event cancelled", "attended", "completed", and "no show".
•    The solution shall have the capability to automatically set a learner's record status as approved if the training requestor has the training set for self-registration and the attendance limit has not been met.
•    The solution shall have the capability to assess a penalty fee for learner's whose attendance status for a class was "no show". 
•    The penalty fee shall be a flat rate and restrict the learner's account until paid. 
•    The solution shall have the capability for the learner to be placed on a waiting list for a scheduled class with open registration that has reached full capacity. 
•    The learner shall receive an automated message when placed on the waiting list and if they are approved. 
•    The solution shall monitor a waiting list for scheduled classes with closed registration or self-registration if less than 48 hours from the start time of the training. 
•    If a seat opens for a class with a waitlist, the solution shall send an automated notification to all of the learners on the list offering them the seat.
•    The solution shall have the capability to allow the training requestor to set the training to allow for self-registration.
•    The solution shall allow a learner the ability to register for a course from the schedule and calendar."
- System administration
•    The solution shall provide agency staff administrators a functionality to post announcements, generate automatic reminders, communicate electronically with system users, and manage courses for competency-specific curricula.
•    The solution shall provide agency staff administrators a functionality to manage courses (i.e., course hours, prerequisites, category, level etc.).
•    The solution shall allow agency staff administrators to make configuration and workflow changes directly in the web-based user interface. the solution shall have workflow capabilities.
•    The solution workflows shall be configurable.
•    The solution shall allow agency system administrators to manage code tables (e.g., for fields like gender, race, etc.).
•    The solution shall allow the system to automatically flag email addresses as undeliverable and not send automatic emails to those addresses. 
•    The solution shall allow agency system administrators to deactivate system user accounts.
•    The solution shall allow agency system administrators to purge all record types.
•    The solution shall provide for electronic communication with learners, trainers, and training requestors. 
•    This includes an AI chatbot for basic functions, questions or request for commonly requested information such as resetting a password or accessing certificates.
•    The solution shall have the capability to provide messaging and communications - generate emails, SMS messages, send reminders, to targeted groups or all system users.
•    The solution shall allow system administrators to add, and remove users.
•    The solution shall provide agency staff a one-step method to combine learner profiles, preferably from within the profile.