The vendor is required to provide o provide the college’s faculty and students with software licenses to practice examinations and assessments in basic and clinical sciences ("software”") for the purpose of assessing the educational achievement of students in specific subject areas related to the medical field, as set forth in greater detail herein.
- The contractor’s software shall provide access to the following materials:
• Provide subject examinations in basic and clinical sciences ("clinical sciences exams”) developed by committees of content experts.
• Third year medical students (“m3 students”) are required to take these exams in a controlled testing environment at the college and therefore the contractor’s software must provide a high level of exam security by offering a lockdown browser, exam timer, and user authentication.
• The clinical sciences exams shall be offered in the following subjects:
o Basic science: behavioral sciences, biochemistry, gross anatomy only, gross anatomy + embryology, histology, microbiology only, microbiology + immunology, neuroscience, pathology, pharmacology, physiology and introduction to clinical diagnosis
o Clinical sciences: ambulatory care, clinical neurology family medicine modular (core, core + chronic care, core + chronic care + musculoskeletal), medicine, obstetrics and gynecology, pediatrics, psychiatry and surgery
o Health systems science
o Advanced clinical: emergency medicine and internal medicine
o Comprehensive: comprehensive basic science and comprehensive clinical science
• A customized exam builder in which college faculty create custom examinations:
o These customized exams shall allow faculty to pull questions from a large, high-quality pool of national board of medical examiners (“NBME”) questions to create tailored exams in the subject areas mentioned in above, and order a customized exam through the contractor’s online ordering system.
o The contractor shall charge CSOM an annual flat rate for the customized exam builder (the "annual flat rate").
• Self-assessment practice exams to allow the college’s students to evaluate their readiness for the country.
o The self-assessment practice exams shall consist of CSOM curricular content and shall offer questions in the style of the country licensing exams
o Rising m3 students/recent m2 students take these self-assessment practice exams.
o Students may take these exams either in a controlled testing environment at the college or remotely on their computer.
o The college shall distribute the self-assessment practice exams to students who request one from the contractor at a designated location.
- Customer service requirements
• The contractor shall deliver consistent, high-quality customer support to ensure timely resolution of issues, guidance on product usage, and responses to general service inquiries.
• At a minimum, support must be available during CSOM’s regular business hours, with clearly defined service levels and escalation procedures.
• The contractor shall provide professional, responsive assistance, including access to a dedicated support team via phone, email, and an online ticketing system.
• After-hours or emergency support must also be available as needed.
• Response times must be well-defined, with high-priority issues acknowledged within one (1) hour and either resolved or accompanied by a detailed action plan within four (4) hours.
• The contractor shall provide technical support, troubleshooting, and assistance with integration and maintenance.
• Regular service level reporting, performance reviews, and check-ins must be conducted to ensure ongoing customer satisfaction and continuous improvement.
• The contractor must maintain a searchable knowledge base or self-service portal, offer multilingual support where applicable, and ensure escalation procedures are clearly communicated and easy to follow.
- Provide access to the software via its digital platform including but not limited to contractor’s website and downloadable application, which must function on android and apple devices.
- Set up and testing – the contractor shall provide training on all platform-specific tools and the ability to test all components of the software to the internal college staff members.
- Training of college personnel – if necessary, the contractor shall provide training for all college staff members responsible for managing the subscriptions for faculty and students throughout the term of the contract.