AGENDA
June 19, 2024
CITY COUNCIL
HOUSING AUTHORITY
FINANCE AUTHORITY
NATURAL GAS FINANCING AUTHORITY
6:00 p.m.
Council Chambers
311 Vernon Street
Roseville, CA
www.roseville.ca.us
THE CITY OF ROSEVILLE WELCOMES YOUR PARTICIPATION
If an agenda item is open to public comment, such public comment shall be addressed to the chair of the meeting.
Public Comment
- Speakers have three minutes under Public Comment to speak on issues that
are not listed on the agenda and are within the City's jurisdiction. The Brown Act does not permit any action or discussion on items not listed on the agenda.
Consent Calendar
- If applicable, the Consent Calendar consists of routine items that may be approved by one motion. Any person can remove an item from the Consent Calendar to be discussed separately.
Agenda Items
- Speakers have five minutes to address items that are listed on the agenda.
Levine Act Provisions
-
The Levine Act requires a Party (or its agent (s)) to a Proceeding before the City of Roseville that involves any action or consideration to their contract, license, permit, or other entitlement for use, to disclose any campaign contribution made to City elected or appointed officers (including Councilmembers, Planning Commissioners, and members of other City boards and commissions) totaling more than $250 within the 12 months before the City decision.
Americans with Disabilities Act
- Notify the City Clerk or Secretary at least 72 hours in advance if special assistance is required to participate in a meeting including the need of auxiliary aids or services.
Audio/Visual Presentations
- If making a presentation regarding an agenda item, audio/visual materials must be submitted to the City Clerk or Secretary at least 72 hours in advance.
Security procedures are in place to attend Roseville City Council meetings.
All attendees must
successfully pass through a security metal detector.
Any person with a prohibited item will not be
allowed entry.
Prohibited items include, but are not limited to: firearms (even with valid CCW), knives, pepper spray/mace, explosives of any kind/ any weapons and/or dangerous devices of any kind, illegal drugs and alcohol.
Roseville City Clerk 311 Vernon Street, Roseville, CA 916-774-5200 TDD 916-774-5220
1. CALL TO ORDER
2. ROLL CALL
3. PLEDGE OF ALLEGIANCE
4. MEETING PROCEDURES
5. PRESENTATIONS
5.1. Annual Placer Mosquito and Vector Control District Presentation Presentation from Public Information Officer Meagan Luevano from Placer Mosquito & Vector Control District with a recap of last year's efforts and an update on mosquitos and other vectors this summer.
CONTACT:
Carmen Avalos 916-774-5263 [email protected]
6. PUBLIC COMMENTS
7. CONSENT CALENDAR
BEGINNING OF CONSENT CALENDAR
Minutes
7.1. Minutes of Prior Meetings
Memo from City Clerk Technician Melissa Lipp and City Clerk Carmen Avalos recommending the City Council approve the minutes of the February 27, 2024 City Council Strategic Planning Workshop Session 1, February 28, 2024 City Council Strategic Planning Workshop Session 2, May 28, 2024 Special Meeting City Council Budget Workshop, and May 29, 2024 Special Meeting Closed Session.
CC #:
3418
File #:
0102-03
CONTACT:
Melissa Lipp [email protected] 916-774-5268
Bids / Purchases / Services
7.2. Electric Generation Power Plant Water Pump Parts and Service - Sole Source Purchase Order
Memo from Power Generation Superintendent Matt Garner and Electric Utility Director Dan Beans recommending the City Council adopt RESOLUTION NO. 24-214 APPROVING A SOLE SOURCE PURCHASE ORDER FOR
ELECTRIC GENERATION POWER PLANT WATER PUMP PARTS,
PURCHASES AND SERVICE. Staff requests Council approve a sole source purchase order with Sulzer Pump Services (US) Inc. for the purchase of Sulzer brand pumps, pump parts, and offsite pump service for the Electric Generation Division. Equipment and services under this contract will be on an as-needed basis with a not-to-exceed amount of $1,000,000 per contract year. Funds are available in the Electric Department's proposed FY2024-25 budget in the Electric Fund, and future funding will be included in the respective years’ budget requests for ongoing costs.
CC #:
3404
File #:
0800-03
CONTACT:
Bill Forsythe 916-774-5619 [email protected]
7.3. RPEAK Evaporative Cooling - Sole Source Purchase Order Memo from Power Plant Engineer Oscar Plasencia and Electric Utility Director Dan Beans recommending the City Council approve a sole source purchase order to GE Vernova Operations, LLC (GE) for the purchase of evaporative cooling systems on each of the two units at the RPEAK site for an amount of $2,278,994.39, inclusive of sales tax. GE is the sole provider of the technology needed for these units. Funding is included in the Electric Department's proposed FY2024-25 budget in the Electric Fund.
CC #:
3414
File #:
0203-09
CONTACT:
Oscar Plasencia 916-746-1648 [email protected]
7.4. Learning Management System Project - Contract Purchase Agreement Memo from Acting Information Technology Program Manager Geeta Duggin and Chief Information Officer Hong Sae recommending the City Council adopt RESOLUTION NO. 24-208 APPROVING A CONTRACT PURCHASE
AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND
LEARNSOFT TECHNOLOGY GROUP, INC., AND AUTHORIZING THE
CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE (3003634). Staff requests Council approve a contract purchase agreement with Learnsoft Technology Group, Inc. for the replacement of the City’s existing Enterprise Training Software program. The estimated value of the initial five-year agreement is $370,720. Staff requests authorization to utilize the two optional renewal years at one-year intervals without further Council approvals until the agreement expires or until City staff determines that continuing with the same vendor is not in the City’s best interest. Staff also recommends City Council delegate authority to the Chief Information Officer to approve additional costs, not to exceed $37,072 (10%) to cover any contingency changes in the City’s information technology environment. Funding for the agreement is included in the Information Technology Replacement Fund and funds from other departments, such as Electric, Public Works (Fleet Management, Facilities Management, and Alternative Transportation), Parks, Recreation and Libraries, and Environmental Utilities, for project costs including implementation, training, data migration, annual software, and content license fees.
CC #:
3392
File #:
0203-06
CONTACT:
Geeta Duggin 916-774-5183
7.5. High-Voltage Relay Test Sets - Sole Source Purchase Order Memo from Assistant Electric Utility Director Tom Pontes and Electric Utility Director Dan Beans recommending the City Council approve a sole source purchase order with Doble Engineering Company for two high-voltage relay tests sets. The total cost of the purchase order is $112,247.77. Funding is included in the Electric Department's FY2023-24 budget in the Electric Fund.
CC #:
3398
File #:
0203-07
CONTACT:
Tom Pontes 916-774-5550 [email protected]
7.6. Very High Frequency Radio System Support - Sole Source Contract Purchase Agreement
Memo from Program Manager Karl Grover and Chief Information Officer Hong Sae recommending the City Council adopt RESOLUTION NO. 24-202
APPROVING A SOLE SOURCE CONTRACT PURCHASE AGREEMENT,
BY AND BETWEEN THE CITY OF ROSEVILLE AND SILKE
COMMUNICATIONS SOLUTIONS, INC., AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE (3003747). Staff requests Council approval of a contract purchase agreement with Silke Communications to provide two years of support and enhancement of the City's Very High Frequency (VHF) radio system which will not exceed $150,000. Support and maintenance of the VHF system is included in the proposed FY2024-25 Information Technology Operations Fund budget.
CC #:
3383
File #:
0203-05
CONTACT:
Karl Grover 916-774-5145 [email protected]
7.7. Multi-Function Printer Copier Scanner Management Solution - Contract Purchase Agreement
Memo from Client Services Supervisor Dylan Cook and Chief Information Officer Hong Sae recommending the City Council adopt RESOLUTION NO. 24-215
APPROVING A CONTRACT PURCHASE AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND J.J.R. ENTERPRISES, INC.
DBA CALTRONICS BUSINESS SYSTEMS, AND AUTHORIZING THE
CITY MANAGER TO EXECUTE IT AND ALL RELATED FORMS ON
BEHALF OF THE CITY OF ROSEVILLE (3002955).
Staff requests Council
approval of a contract purchase agreement renewal with J.J.R. Enterprises, Inc. dba Caltronics Business Systems to provide copier lease and printing services.
As part of the contract purchase agreement, the City is required to execute leases with a third party to receive the multifunction printers. The annual cost for the one-year agreement will not exceed $275,000. Funding is included in the proposed FY2024-25 operating budgets for City departments in the General Fund, enterprise funds, and internal service funds.
CC #:
3405
File #: 0203-06
CONTACT:
Dylan Cook 916-774-5159 [email protected]
7.8. Onboard Camera System – Contract Purchase Agreement and Technology and Services Agreement
Memo from Refuse and Stormwater Manager Brian Craighead and Environmental Utilities Director Richard Plecker recommending the City Council adopt RESOLUTION NO. 24-232 APPROVING A CONTRACT
PURCHASE AGREEMENT AND TECHNOLOGY AND SERVICES
AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND THE HEIL CO. DBA AWTI 3RD EYE CAM AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE (
3003713).
Staff requests Council approval of a contract purchase agreement with The Heil Co dba AWTI 3rd Eye Cam for truck-mounted 360-degree onboard camera systems utilizing Sourcewell contract #110223-THC in the amount of $401,126.24. Additionally, s
taff requests Council
approve a
Technology and Services Agreement for the monthly service charges utilizing Sourcewell contract # 110223-THC and authorize the City Manager to execute the agreement on the City’s behalf. The initial contract cost for the Technology and Services Agreement is $238,500 and is spread across three fiscal years, approximately $79,500 for each year. The current fiscal year amount is included in the Waste Services Operations Fund budget and future fiscal years will be included in the respective budgets. Funding for the installation and equipment purchase are included in the FY2023-24 Waste Services Operations Fund budget.
CC #:
3411
File #:
0203-09
CONTACT:
Brian Craighead 916-774-5783 [email protected]
7.9. Biosolids Hauling Services – Sole Source Contract Purchase Agreement Amendment
Memo from Environmental Utilities Operations Superintendent Jason Fick and Environmental Utilities Director Richard Plecker recommending the City Council adopt RESOLUTION NO. 24-211 APPROVING CONTRACT PURCHASE AGREEMENT AMENDMENT #1, BY AND BETWEEN THE CITY OF
ROSEVILLE AND SYNAGRO WWT, INC., AND AUTHORIZING THE
CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE. Staff requests Council approval of Amendment No. 1 to the sole source Contract Purchase Agreement (3002846) with Synagro WWT, Inc. to extend both the agreement term to December 31, 2024 and the not-to-exceed amount by $500,000, to a total non-to-exceed amount of $1,300,000, to cover the purchase of biosolids hauling services for the Pleasant Grove Wastewater Treatment Plant for an additional six months. Funding for this purchase will be provided from the Environmental Utilities Department’s annual budgets in the Wastewater Operations Fund.
CC #:
3397
File #:
0800-02
CONTACT:
Jason Fick 916-746-1940 [email protected]
7.10. Ferric Chloride Feed System - Sole Source Purchase Order Memo from Senior Engineer Arashdeep Singh and Environmental Utilities Director Richard Plecker recommending City Council approval of a sole source purchase order with TW Associates, LLC dba MISCOWater for the purchase of a ferric chloride feed system for the Pleasant Grove Wastewater Treatment Plant (PGWWTP). The not-to-exceed amount of this purchase order is $119,000. Funding for this purchase will be provided from the PGWWTP – 2020 Expansion Project which is funded by the South Placer Wastewater Authority.
CC #:
3390
File #:
0203-09
CONTACT:
Arashdeep Singh 916-746-1854 [email protected]
7.11. Aqueous Ammonia (BACC 03-2024) – Contract Purchase Agreement Memo from Purchasing Supervisor Becky Philipp and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council adopt RESOLUTION NO. 24-200 APPROVING A CONTRACT
PURCHASE AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND HILL BROTHERS CHEMICAL COMPANY, AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE (3003567). Staff recommends Council approval of a contract purchase agreement with Hill Brothers Chemical Company as the lowest responsive bidder for Bay Area Chemical Consortium Bid No. 03-2024 for the supply and delivery of 29% Aqueous Ammonia for the Roseville Energy Park.
The estimated annual cost is $80,000. Funding is included in the Electric Department’s proposed FY2024-25 budget in the Electric Fund. Staff requests authorization for three optional renewal years without further Council approval, pending Council’s approval of the yearly budget.
CC #:
3381
File #:
0203-03
CONTACT:
Becky Philipp 916-746-1110 [email protected]
7.12. Sodium Hydroxide Solution (BACC 12-2024) – Contract Purchase Agreement Memo from Purchasing Supervisor Becky Philipp and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council adopt RESOLUTION NO. 24-204 APPROVING A CONTRACT
PURCHASE AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND UNIVAR SOLUTIONS USA, LLC DBA UNIVAR
SOLUTIONS USA, AND AUTHORIZING THE CITY MANAGER TO
EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE
(3003571).
Staff requests Council approve a contract purchase agreement with Univar Solutions USA, LLC dba Univar Solutions USA as the lowest responsive bidder for Bay Area Chemical Consortium Bid No. 12-2024 for the supply and delivery of sodium hydroxide solution for the Dry Creek Wastewater Treatment Plant, Pleasant Grove Wastewater Treatment Plant, Barton Road Water Treatment Plant, and the Roseville Energy Park.
The annual cost is $1,616,000
and funding is included in the Environmental Utilities and Electric Departments' proposed FY2024-25 budgets. Staff requests authorization for three optional renewal years without further Council approval, pending Council’s approval of the yearly budget.
CC #:
3385
File #:
0203-03
CONTACT:
Becky Philipp 916-746-1110 [email protected]
7.13. Sodium Hypochlorite (BACC 13-2024) – Contract Purchase Agreement Memo from Purchasing Supervisor Becky Philipp and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council adopt RESOLUTION NO. 24-203 APPROVING A CONTRACT
PURCHASE AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND PIONEER AMERICAS, LLC DBA OLIN FINANCE
COMPANY, LLC, AND AUTHORIZING THE CITY MANAGER TO
EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE
(3003572)
.
Staff recommends Council approve a contract purchase agreement with Pioneer Americas, LLC dba Olin Finance Company, LLC as the lowest responsive bidder for Bay Area Chemical Consortium Bid No. 13-2024 for the supply and delivery of 12.5% sodium hypochlorite for the Pleasant Grove Wastewater Treatment Plant, Barton Road Water Treatment Plant, Roseville Energy Park, groundwater well sites, West Side Tank and Pump Station and the Johnson Pool, Mike Shellito Pool and Roseville Aquatic Complex. The estimated annual cost is $1,402,000. Funding is included in the proposed Environmental Utilities, Electric Utility, and Parks, Recreation and Libraries Departments’ proposed FY2024-25 budgets. Staff also requests authorization for three optional renewal years without further Council approval, pending Council’s approval of the yearly budget.
CC #:
3384
File #:
0203-03
CONTACT:
Becky Philipp 916-746-1110 [email protected]
7.14. Liquid Cationic Polymer (RFQ 10-3374) – Contract Purchase Agreement Memo from Purchasing Supervisor Becky Philipp and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council adopt RESOLUTION NO. 24-212
APPROVING A CONTRACT
PURCHASE AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND SOLENIS, LLC, AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE.
Staff requests Council approval of a contract purchase
agreement with Solenis LLC as the lowest responsive bidder for Request for Quotations No. 10-3374 for the supply and delivery of Liquid Cationic Polymer to the Pleasant Grove Wastewater Treatment Plant. The annual cost is $800,000. Funding is included in the proposed Environmental Utilities Department's FY2024-25 Pleasant Grove Wastewater Treatment Plant budget in the Wastewater Operations Fund. Staff requests authorization for four optional renewal years without further Council approval, pending Council’s approval of the yearly budget.
CC #:
3399
File #:
0203-04
CONTACT:
Becky Philipp 916-746-1110 [email protected]
7.15. Hydrofluosilicic Acid (BACC 08-2024) – Contract Purchase Agreement Memo from Purchasing Supervisor Becky Philipp and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council adopt RESOLUTION NO. 24-207
APPROVING A CONTRACT
PURCHASE AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND PENCCO, INC., AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE
. Staff requests Council approval of a contract purchase agreement with Pencco, Inc. as the lowest responsive bidder for Bay Area Chemical Consortium Bid No. 08-2024 for the supply and delivery of Hydrofluosilicic Acid for the Environmental Utilities Department's Barton Road Water Treatment Plant.
The estimated annual cost is $137,000. Funding is
included in the proposed FY2024-25 budget in the Water Operations Fund.
Staff requests authorization for three optional renewal years without further Council approval, pending Council’s approval of the yearly budget.
CC #:
3391
File #:
0203-04
CONTACT:
Becky Philipp 916-746-1110 [email protected]
7.16. Refuse Bins and Parts (RFQ 10-3384) - Purchase Orders Memo from Buyer Sue Jessup and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council adopt RESOLUTION NO. 24-205 APPROVING PURCHASE ORDERS FOR THE PURCHASE
OF REFUSE BINS AND PARTS. Staff requests Council authorize open purchase orders with Wastequip, LLC dba Confab Manufacturing Company, LLC as the lowest responsive and responsible bidder for the purchase of refuse bins and parts in response to Request for Quotations No. 10-3384. The Environmental Utilities Department w
ill use this bid for
ongoing recycling and
refuse bins requirements.
The estimated total annual cost is $200,000 for
FY2024-25. Funding is included in the
proposed FY2024-25 budgets for the
Waste Services Capital Purchase Fund and Waste Services Rehabilitation Fund
.
Estimated spending for the optional renewal years is as follows:
FY2025-
26 $225,000; FY2026-27 $253,125; FY2027-28 $284,765.60; FY2028-29 $320,361.30.
CC #:
3387
File #:
0203-09
CONTACT:
Sue Jessup 916-746-1107 [email protected]
Resolutions
7.17. 2021 Sewer Collection System Cured-In-Place Pipe Rehabilitation Project - Notice of Completion
Memo from Associate Engineer Jonathan Cummings and Environmental Utilities Director Richard Plecker recommending the City Council adopt RESOLUTION NO. 24-199 ACCEPTING THE PUBLIC WORK KNOWN
AS THE 2021 SEWER COLLECTION SYSTEM CURED-IN-PLACE PIPE REHABILITATION PROJECT, APPROVING THE “NOTICE OF
COMPLETION”, AND AUTHORIZING THE ENVIRONMENTAL UTILITIES
DIRECTOR TO EXECUTE SAID NOTICE ON BEHALF OF THE CITY OF ROSEVILLE. Staff requests Council accept the 2021 Sewer Collection System Cured-In-Place Pipe Rehabilitation Project as complete and requests City Council authorize execution of a Notice of Completion. The total cost for construction services was $1,352,749. The project was paid for by the Wastewater Rehabilitation Fund.
CC #:
3380
File #:
0900-02
CONTACT:
Jonathan Cummings 916-774-5566 [email protected]
7.18. Pleasant Grove Wastewater Treatment Plant Ultraviolet Disinfection System Addition Project - Professional Design Services Agreement Amendment Memo from Preventative Maintenance Supervisor Jeremy Snyder and Environmental Utilities Director Richard Plecker recommending the City Council adopt RESOLUTION NO. 24-210 APPROVING A SECOND AMENDMENT
TO PROFESSIONAL DESIGN SERVICES AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND CAROLLO ENGINEERS,
INC., AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE. Staff requests Council approval for a Professional Design Services Agreement Amendment with Carollo Engineers for their work on the Pleasant Grove Wastewater Treatment Plant Ultraviolet Disinfection System Addition Project in the amount of $298,217, for a total agreement amount of $1,123,430. Funding for this agreement is provided by the South Placer Water Authority (SPWA) and the project budget adjustment to accommodate this amendment was approved by the SPWA Board on January 25, 2024.
CC #:
3394
File #:
0203-09
CONTACT:
Jeremy Snyder 916-746-1829 [email protected]
7.19. Pleasant Grove Wastewater Treatment Plant Maintenance Administration and Shop Building Design – Sole Source Professional Design Services Agreement Memo from Environmental Utilities Maintenance Superintendent Trent Johnson and Environmental Utilities Director Richard Plecker recommending the City Council adopt RESOLUTION NO. 24-209 APPROVING A
PROFESSIONAL DESIGN SERVICES AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND 19SIX ARCHITECTS, AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE. Staff requests Council approval and award of a sole source Professional Design Services Agreement with 19six Architects to provide design services for the Pleasant Grove Wastewater Treatment Plant (PGWWTP) Maintenance Administration and Shop Building for a not-to-exceed amount of $885,956. This agreement is funded by the South Placer Wastewater Authority in the PGWWTP Maintenance Administration and Shop Building Project budget.
CC #:
3393
File #:
0800-02
CONTACT:
Trent Johnson 916-746-1837 [email protected]
7.20. Environmental Utilities On-Call Engineering Services – On-Call Professional Design Services Agreements
Memo from Senior Engineer Inderpreet Chagger and Environmental Utilities Director Richard Plecker recommending the City Council adopt RESOLUTION NO. 24-220 APPROVING AN ON-CALL PROFESSIONAL DESIGN
SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND BENNETT ENGINEERING SERVICES INC., AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-
221 APPROVING AN ON-CALL PROFESSIONAL DESIGN SERVICES
AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND
BROWN AND CALDWELL INC., AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE; and adopt RESOLUTION NO. 24-222 APPROVING AN ON-
CALL PROFESSIONAL DESIGN SERVICES AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND CAROLLO ENGINEERS,
INC., AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-223 APPROVING AN ON-CALL PROFESSIONAL DESIGN
SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND DEWBERRY ENGINEERS INC., AND AUTHORIZING
THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-224 APPROVING AN ON-
CALL PROFESSIONAL DESIGN SERVICES AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND DOMENICHELLI &
ASSOCIATES, INC., AND AUTHORIZING THE CITY MANAGER TO
EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-225 APPROVING AN ON-CALL PROFESSIONAL
DESIGN SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND HAZEN AND SAWYER, AND AUTHORIZING THE
CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE; and adopt RESOLUTION NO. 24-226 APPROVING AN ON-
CALL PROFESSIONAL DESIGN SERVICES AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND HDR ENGINEERING, INC.,
AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON
BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-227 APPROVING AN ON-CALL PROFESSIONAL DESIGN
SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND KENNEDY/JENKS CONSULTANTS, INC., AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION 24-
228 APPROVING AN ON-CALL PROFESSIONAL DESIGN SERVICES
AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND
R.E.Y. ENGINEERS, INC., AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-229 APPROVING AN ON-CALL PROFESSIONAL
DESIGN SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND WATER WORKS ENGINEERS, LLC, AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-
230 APPROVING AN ON-CALL PROFESSIONAL DESIGN SERVICES
AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND
WEST YOST & ASSOCIATES, INC., AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE; and adopt RESOLUTION NO. 24-231 APPROVING AN ON-
CALL PROFESSIONAL DESIGN SERVICES AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND WOODARD & CURRAN,
INC., AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE. Staff
requests Council approval of
twelve (12) On-Call Engineering Professional Design Service Agreements with a
not-to-exceed cost for the services of $625,000 per year per Agreement, for up to six years,
and authorization for the City Manager to execute them on behalf of the City of Roseville.
These projects may be funded from the Environmental
Utilities Department's rehabilitation programs, operating budgets, or capital improvement programs at no cost to the General Fund.
CC #:
3410
File #:
0800-02
CONTACT:
Inderpreet K Chaggar 916-938-1595 [email protected]
7.21. Retail Water Services Agreement
Memo from Senior Energy Services Account Representative Andrea Blomquist and Environmental Utilities Director Richard Plecker recommending the City Council adopt RESOLUTION NO. 24-213
APPROVING A RETAIL WATER
SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND GLORIA HUNTINGTON, AND AUTHORIZING THE
CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE.
Staff requests Council approval of the Retail Water Services Agreement with Gloria Huntington. There is no anticipated fiscal impact from this agreement to the Water Operations Fund. There is no fiscal impact to the General Fund.
CC #:
3400
File #:
0800-02
CONTACT:
Andrea Blomquist
916-774-5317
[email protected]
7.22. Retiree Health Savings Account Plan Document Update, Side Letter Agreements with All Bargaining Groups and Addendum to the Management/Confidential Terms, Conditions and Understandings Memo from Human Resources Analyst Jessica Beckmann and Human Resources Director Stacey Peterson recommending the City Council adopt RESOLUTION NO. 24-236 APPROVING A SIDE LETTER TO THE
MEMORANDUM OF UNDERSTANDING FOR SWORN EMPLOYEES
REPRESENTED BY THE ROSEVILLE POLICE OFFICERS’
ASSOCIATION, AND AUTHORIZING THE CITY MANAGER TO
EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-237 APPROVING A SIDE LETTER TO THE
MEMORANDUM OF UNDERSTANDING FOR EMPLOYEES
REPRESENTED BY THE ROSEVILLE POLICE ASSOCIATION, AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-
238 APPROVING A SIDE LETTER TO THE MASTER MEMORANDUM
OF UNDERSTANDING FOR EMPLOYEES REPRESENTED BY THE
INTERNATIONAL UNION OF OPERATING ENGINEERS, STATIONARY
ENGINEERS, LOCAL 39, AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-239 APPROVING A SIDE LETTER TO THE
MEMORANDUM OF UNDERSTANDING FOR EMPLOYEES
REPRESENTED BY THE INTERNATIONAL BROTHERHOOD OF
ELECTRICAL WORKERS, LOCAL 1245, AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE; and adopt RESOLUTION 24-240 APPROVING AN
ADDENDUM TO THE TERMS, CONDITIONS, AND UNDERSTANDINGS
OF COMPENSATION AND EMPLOYMENT FOR MANAGEMENT AND
CONFIDENTIAL EMPLOYEES, AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE; and adopt RESOLUTION NO. 24-241 APPROVING A SIDE
LETTER AGREEMENT TO THE MEMORANDUM OF UNDERSTANDING
FOR EMPLOYEES REPRESENTED BY ROSEVILLE FIREFIGHTERS,
LOCAL 1592, AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-242 APPROVING AN AMENDMENT TO THE MISSIONSQUARE
RETIREMENT HEALTH SAVINGS (RHS) PROGRAM, AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt RESOLUTION NO. 24-
243 APPROVING A SIDE LETTER TO THE MEMORANDUM OF
UNDERSTANDING FOR EMPLOYEES REPRESENTED BY THE
ROSEVILLE POLICE ASSOCIATION, AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE.
Staff recommends City Council authorize the City Manager to approve side letter agreements with the International Union of Operating Engineers, Stationary Engineers, Local 39 (Local 39), Roseville Firefighters, 1592, Roseville Police Officers’ Association (RPOA), Roseville Police Association (RPA), and the International Brotherhood of Electrical Workers, Local 1245, and an addendum to the Management/ Confidential Terms, Conditions and Understandings regarding clarifying updates to the retiree health savings account (RHSA) and, as applicable, prior reported uniform special compensation to address administrative concerns.
Staff recommends City Council authorize the City Manager to approve the RHSA Plan Document updates to clarify terms for rehired employees and address administrative concerns. In addition, staff recommends City Council authorize the City Manager to approve a side letter agreement with the RPA to offer double overtime for dispatchers who volunteer to work on the July 4 th
holiday to support
increased call volumes. The cost for the double overtime is estimated to be less than $1,000, which will be covered by the proposed FY2024-25 Police Department budget in the General Fund.
CC #:
3420
File #:
0600-01
CONTACT:
Stacey Peterson 916-774-5374 [email protected]
7.23. General Municipal Election - November 5, 2024
Memo from City Clerk Carmen Avalos recommending the City Council adopt RESOLUTION NO. 24-234 DECLARING AN ELECTION BE HELD IN ITS JURISDICTION ON TUESDAY, NOVEMBER 5, 2024; REQUESTING THE
PLACER COUNTY BOARD OF SUPERVISORS TO CONSOLIDATE THE
ELECTION WITH ANY OTHER ELECTION CONDUCTED ON SAID
DATE; AND REQUESTING ELECTION SERVICES BY THE PLACER
COUNTY CLERK/REGISTRAR OF VOTERS TO FILL VACANCIES FOR
DISTRICTS ONE (1), THREE (3), AND FIVE (5). Costs for election services provided by Placer County Recorder/Registrar of Voters is estimated to be $90,000 and will be paid from the City Clerk's FY2024-25 Election Fund pending Council approval of the budget.
CC #:
3416
File #:
0502-01
CONTACT:
Carmen Avalos 916-774-5269 [email protected]
7.24. Service and Support of Accela Software - Professional Services Agreement Memo from Management Analyst Stacie Marchetti and Development Services Director Mike Isom recommending the City Council adopt RESOLUTION NO. 24-216 APPROVING A PROFESSIONAL SERVICES AGREEMENT, BY
AND BETWEEN THE CITY OF ROSEVILLE AND TRUEPOINT
SOLUTIONS LLC, AND AUTHORIZING THE CITY MANAGER TO
EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE. Staff requests Council approval of a professional services agreement with TruePoint Solutions utilizing the competitively bid General Services Administration Federal Acquisition Service contract #GS-35F-025BA to perform consulting services in support of the City’s enterprise permitting system, Accela Automation. The value of this agreement for FY2024-25 is not to exceed $300,000. The cost of ongoing maintenance associated with the enterprise permitting system is supported entirely by development through permit fees, resulting in no General Fund impact. Funding for FY2024-25 is included in the department’s proposed budget.
CC #:
3406
File #:
0203-17
CONTACT:
Stacie Marchetti 916-774-5278 [email protected]
7.25. RPEAK Fuel Gas Compression System – Design-Build Construction Agreement
Memo from Power Plant Engineer Oscar Plasencia and Electric Utility Director Dan Beans recommending the City Council adopt RESOLUTION NO. 24-233
APPROVING A DESIGN-BUILD CONSTRUCTION AGREEMENT, BY
AND BETWEEN INTEGRATED ENGINEERS AND CONTRACTORS
CORPORATION DBA IEC CORPORATION AND THE CITY OF
ROSEVILLE, AND AUTHORIZING THE CITY MANAGER TO EXECUTE
IT ON BEHALF OF THE CITY OF ROSEVILLE. Staff requests Council approve a Design-Build Construction Agreement with Integrated Engineers and Contractors Corporation dba IEC Corporation for the engineering, procurement and construction services for a complete fuel gas compression system in the amount of $5,681,090. Staff is also requesting authorization for the City Manager, or his designee, to approve and pay for unforeseen change orders up to 10% or $568,109, for a total amount of $6,249,199. Funding is included in the Electric Department's proposed FY2024-25 budget in the Electric Fund.
CC #:
3415
File #:
0800-03
CONTACT:
Oscar Plasencia 916-746-1648 [email protected]
7.26. Western Area Power Administration – Variable Resource Service Custom Product Contract
Memo from Electric Resource Planner Brian Schinstock and Electric Utility Director Dan Beans recommending the City Council adopt RESOLUTION NO. 24-219
APPROVING A CONTRACT BETWEEN THE CITY OF
ROSEVILLE AND THE UNITED STATES DEPARTMENT OF ENERGY,
WESTERN AREA POWER ADMINISTRATION, SIERRA NEVADA
REGION, AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT
ON BEHALF OF THE CITY OF ROSEVILLE. Staff requests
Council
approval to renew the Custom Product Contract for Variable Resource Scheduling with the Western Area Power Administration (WAPA).
The Custom
Product Contract is an enabling agreement providing Roseville Electric Utility the ability to purchase capacity and energy from WAPA.
There is no fiscal
impact associated with the renewal of the contract.
CC #:
3409
File #:
0800-03
CONTACT:
Brian Schinstock 916-746-1658 [email protected]
7.27. Sierra Vista Specific Plan - Parcel FD-2 - Notice of Completion Memo from Senior Construction Inspector Andrew Druck
and Development
Services Director Mike Isom recommending the City Council adopt RESOLUTION NO. 24-201 ACCEPTING THE PUBLIC WORK KNOWN
AS PARCEL FD-2 PROJECT, APPROVING THE "NOTICE OF
COMPLETION", AND AUTHORIZING AND DIRECTING THE CITY
ENGINEER TO EXECUTE SAID NOTICE ON BEHALF OF THE CITY OF
ROSEVILLE, THEREFORE, AND ACCEPTING ALL DEDICATIONS
OFFERED ON THE RECORDED MAP OF THE SUBDIVISION. The
Engineering Division has made final inspection of the project and has found the civil improvement work complete in accordance with the improvement plans and City specifications. This action has no impact to the City's General Fund.
Construction costs were paid by the developer.
CC #:
3382
File #:
0400-04-12-1
CONTACT:
Andrew Druck 916-223-7577 [email protected]
7.28. Roseville Natural Gas Financing Authority – Fiscal Year 2024-25 Budget Memo from Accounting Manager Teri Quinlan and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council, acting as the Roseville Natural Gas Financing Authority, adopt ROSEVILLE NATURAL GAS FINANCING AUTHORITY RESOLUTION NO. 3-24 ADOPTING THE ANNUAL BUDGET FOR THE FISCAL YEAR 2024-25. Staff requests Council approval of the $16.6 million Roseville Natural Gas Financing Authority (RNGFA) budget for FY2024-25. The RNGFA issued the 2007 Gas Revenue Bonds which financed the prepayment of natural gas used for power generation at the Roseville Energy Park. Approval of the annual budget has no new fiscal impact.
CC #:
3401
File #:
0103-29
CONTACT:
Teri Quinlan 916-774-5316 [email protected]
7.29. Communication Software Maintenance & Licensing
- Agreement Amendments
Memo from Management Analyst Mark Peinado and Police Chief Troy Bergstrom recommending the City Council adopt RESOLUTION NO. 24- 217 APPROVING A SUPPORT AMENDMENT AND LICENSE
AGREEMENT AMENDMENT, BY AND BETWEEN THE CITY OF
ROSEVILLE AND TYLER TECHNOLOGIES, INC., AND AUTHORIZING
THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE.
Staff recommends that the City Council adopt a resolution authorizing the City Manager to execute an amendment to a license agreement with Tyler Technologies Inc., extending the current agreement for Tyler Technologies New World software for an additional three years and adding California Stop Data User License. The total cost for the three-year amendment is $822,754.11 and will be allocated to the Police and Fire departments each fiscal year by internal service fund charges from the Information Technology Operations Fund. The costs by fiscal year are: FY2024-25, $258,435.14; FY2025-26, $273,941.25; and FY2026-27, $290,377.72. The total cost for the California Stop Data User License is $11,360 and funding will come from the Information Technology Operations Fund.
CC #:
3407
File #:
0203-12
CONTACT:
Mark Peinado 916-774-5021 [email protected]
Claudia Harlan 916-774-5003 [email protected]
Ordinances (for introduction and adoption - appropriation/urgency measures)
7.30. Electric Department - Capital Improvement Project Budget Adjustment Memo from Assistant Electric Utility Director Chris Porter and Electric Utility Director Dan Beans recommending the City Council adopt ORDINANCE NO. 6827
OF THE COUNCIL OF THE CITY OF ROSEVILLE AUTHORIZING
CERTAIN AMENDMENTS TO THE FISCAL YEAR 2023-24 BUDGET AND
DECLARING THIS ORDINANCE TO BE IMMEDIATELY EFFECTIVE AS AN APPROPRIATION MEASURE.
Staff requests Council approve a budget
adjustment to capital improvement projects totaling $1,001,779 to move forward with planned capital projects and to continue to provide infrastructure installation services for development, with an offsetting increase to the Contribution in Aid of Construction revenue budget of $900,000, for a net impact to the Electric Fund of $101,779.
CC #:
3403
File #:
0800-03 & 0201-01
CONTACT:
Chris Porter 916-774-5615 [email protected]
7.31. Fiscal Year 2023-24 Year-End Budget Adjustments
Memo from Budget Manager Nancy Rothlisberger and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council adopt ORDINANCE NO. 6826
OF THE COUNCIL OF THE CITY
OF ROSEVILLE AUTHORIZING CERTAIN AMENDMENTS TO THE
FISCAL YEAR 2023-24 BUDGET AND DECLARING THIS ORDINANCE
TO BE IMMEDIATELY EFFECTIVE AS AN APPROPRIATION
MEASURE.
Staff requests Council adopt an ordinance to approve year-end budget adjustments to the FY2023-24 budget to ensure compliance with the annual budget ordinance. The recommended year-end budget adjustments are:
(1) American Rescue Plan Act Project Revenue; (2) Northwest Roseville LLD Fencing Replacement; (3) Community Facilities Districts Expenditure True-Up; (4) Community Facilities Districts Tax Revenue True-Up; (5) Information Technology Project Labor; (6) Emergency Rental Assistance Program Projects Closure/Cancellation; and (7) Golf Fund Transfer. There are adequate resources available within all the impacted funds. There is no net impact to the General Fund.
CC #:
3402
File #:
0201 & 0201-01
CONTACT:
Nancy Rothlisberger 916-774-5314 [email protected]
7.32. America’s Water Infrastructure Act Recertification Project - Capital Improvement Project Approval, Professional Services Agreement and Budget Adjustment
Memo from Process Engineer Jason Marks and Environmental Utilities Director Richard Plecker recommending City Council adopt RESOLUTION NO. 24-206
APPROVING A PROFESSIONAL SERVICES AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND JACOBS ENGINEERING
GROUP, INC., AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE; and adopt ORDINANCE NO. 6824 OF THE COUNCIL OF THE CITY OF ROSEVILLE
AUTHORIZING CERTAIN AMENDMENTS TO THE FISCAL YEAR 2023- 24 BUDGET AND DECLARING THIS ORDINANCE TO BE
IMMEDIATELY EFFECTIVE AS AN APPROPRIATION MEASURE. Staff requests Council approval of a professional services agreement with Jacobs Engineering Group, Inc. in the amount of $220,669 for the America’s Water Infrastructure Act Recertification Project. This item also requests approval of a budget adjustment of $400,000 to initiate this new project. Funding is from the available resources in the Water Rehabilitation Fund.
CC #:
3388
File #:
0800-02
CONTACT:
Jason Marks 916-774-5508 [email protected]
7.33. Vehicle Purchase - Budget Adjustment
Memo from Parks, Recreation & Libraries Manager Brian Castelluccio and Parks, Recreation & Libraries Director Jill Geller recommending the City Council adopt ORDINANCE NO. 6823 AUTHORIZING CERTAIN
AMENDMENTS TO THE FISCAL YEAR 2023-24 BUDGET AND
DECLARING THIS ORDINANCE TO BE IMMEDIATELY EFFECTIVE AS AN APPROPRIATION MEASURE. Staff requests Council approval of a budget adjustment in the amount of $43,000, for the purchase of one (1) Ford Transit van for the Parks, Recreation & Libraries Department to replace vehicle #22-266 that was damaged beyond repair in an accident. Funding is from the existing FY2023-24 Parks, Recreation & Libraries budget in the General Fund.
There is no net impact to the General Fund.
CC #:
3386
File #:
0203-07 & 0201-01
CONTACT:
Brian Castelluccio 916-746-1755 [email protected]
Ordinances (for second reading and adoption)
7.34. Second Reading - Roseville Municipal Code Amendment - Development Impact Fee Deferral Program
ORDINANCE NO. 6830 AMENDING SECTION 4.04.040 OF CHAPTER
4.04 OF TITLE 4 THE ROSEVILLE MUNICIPAL CODE REGARDING
DEVELOPMENT IMPACT FEE DEFERRALS, for second reading and adoption.
CC #:
3413
File #:
0215
CONTACT:
Wayne Wiley 916-774-5283 [email protected]
7.35. Second Reading - Zoning and Subdivision Ordinance Updates ORDINANCE NO. 6828 AMENDING SECTIONS 19.08.090, 19.10.030,
19.12.020, 19.22.030, 19.28.020, 19.28.030, 19.28.040, 19.28.050, 19.28.060,
19.28.085, 19.28.110, 19.60.010, 19.60.030, 19.60.060, 19.60.070, 19.60.080,
19.80.070, AND 19.95.030 OF TITLE 19 OF THE ROSEVILLE MUNICIPAL
CODE REGARDING ZONING
; and adopt ORDINANCE NO. 6829
AMENDING CHAPTER 18.05 OF THE ROSEVILLE MUNICIPAL CODE
REGARDING PARCEL MAP APPLICATIONS - MINISTERIAL, for second reading and adoption.
CC #:
3412
File #:
0400-02 & 0400-03
CONTACT:
Eric Singer 916-774-5536 [email protected]
Reports / Requests
7.36. Baseline Traffic Signals Project - Interfund Loan Memo from Assistant Finance Director Scott Pettingell and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending the City Council approve an interfund loan of $3,600,000 from the Strategic Improvement Fund (SIF) to the City County Mitigation Fund to construct the Baseline Traffic Signals project. Under the interfund loan terms, the City County Mitigation Fund will repay the SIF over eight years. The first loan principal repayment is scheduled for June 30, 2028. This interfund loan is consistent with the City Council-approved interfund loan policy. The proposed FY2024-25 budget includes this interfund loan to fund the project. This recommendation does not impact the General Fund budget.
CC #:
3396
File #:
0200
CONTACT:
Scott Pettingell 916-746-1306 [email protected]
Ceremonial Documents
7.37. Resolution - Julie Sparkes
Commend Julie Sparkes for her 30 years of outstanding service and dedication to the City of Roseville, congratulate her on her many accomplishments, and wish her a long, healthy, and enjoyable retirement.
CC #:
3419
File #:
0102-10
CONTACT:
Blair Hutchison 916-774-5266 [email protected]
END OF CONSENT CALENDAR
8. SPECIAL REQUESTS/REPORTS/PRESENTATION
8.1. Council Discretionary Funds - Crime Stoppers Fourth of July Fun Run Memo from Executive Assistant Heather Blanco and City Clerk Carmen Avalos requesting the City Council consider a request for $2,000 from Council Discretionary Funds for Roseville Crime Stoppers annual Fourth of July Fun Run. The balance remaining in the Council’s Discretionary Funds for FY2023- 24 is $7,821.
CC #:
3389
File #:
0102
CONTACT:
Heather Blanco 916-746-1171 [email protected]
8.2. Council Discretionary Funds - Roseville Girls Softball Memo from Executive Assistant Amy Ruiz and City Clerk Carmen Avalos recommending the City Council consider a request for a sponsorship from the Council Discretionary Funds for The Roseville Girls Softball Thunder Select Team in the amount of $5,000. The financial support would be used for travel accommodations and other expenses. The balance remaining in the Council’s Discretionary Funds for FY2023-24 is $7,821.
There is no fiscal impact to the
City’s General Fund.
CC #:
3421
File #:
0102
CONTACT:
Carmen Avalos 916-774-5269 [email protected]
9. APPOINTMENTS
9.1. Board and Commissions Bi-Annual Vacancies
Memo from City Clerk Technician Katrina Six and City Clerk Carmen Avalos recommending the City Council appoint two (2) individuals to the Economic Development Advisory Committee to terms expiring June 30, 2028 from the applications received from: Lauren Razzano, Andrew Tagg, and Angela Tsukiji; and appoint one (1) individual to the Grants Advisory Commission to a term expiring
June 30, 2028
from the applications received from Milena Miyashiro
and Lauren Razzano; and appoint two (2) individuals to the Planning Commission to terms expiring
June 30, 2028
from the applications received
from Bruce Hagler, John Prior, Barbara Samarati, and Kim Ryan Unidad; and appoint Einar Maisch to the Public Utilities Commission.
CC #:
3422
File #:
0103 & 0103-07-03 & 0103-09-03 & & 0103-34-03 & 0103-44-03 CONTACT:
Katrina Six 916-774-5267 [email protected]
10. RESOLUTIONS
10.1. Electric Residential Customer Program - Bring Your Own Thermostat Agreement
Memo from Senior Energy Services Account Representative Andrea Blomquist and Electric Utility Director Dan Beans recommending the City Council adopt RESOLUTION NO. 24-218
APPROVING AN AGREEMENT, BY AND
BETWEEN THE CITY OF ROSEVILLE AND ENERGYHUB, INC., AND
AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE.
Staff requests Council approve the Bring Your Own Thermostat Agreement with EnergyHub, Inc. The total cost of the five-year agreement is estimated to be approximately $582,000, based on customer participation. The cost for services in FY2024-25 is estimated at $110,000 and funding is included in the proposed FY2024-25 Electric Department budget in the Electric Fund. Future year funding will be included in the respective Electric Department budgets and contingent on City Council approval.
CC #:
3408
File #:
0800-03
CONTACT:
Andrea Blomquist 916-774-5317 [email protected]
11. ORDINANCES
11.1. City of Roseville FY2024-25 Citywide Budget, Position Allocation Schedule, Roseville Housing Authority Budget, and Roseville Finance Authority Budget Memo from Budget Manager Nancy Rothlisberger and Assistant City Manager/Chief Financial Officer Dennis Kauffman recommending City Council adopt ORDINANCE 6825 ADOPTING THE ANNUAL BUDGET FOR THE FISCAL YEAR 2024-25, ADOPTING BUDGET CONTROL POLICIES,
ADOPTING AN APPROPRIATIONS LIMIT, ADOPTING THE BUDGET
FOR THE SUCCESSOR AGENCY OF THE ROSEVILLE
REDEVELOPMENT AGENCY, TO BE EFFECTIVE IMMEDIATELY AS AN URGENCY MEASURE; and adopt RESOLUTION NO. 4-24 APPROVING THE ANNUAL BUDGET FOR FISCAL YEAR 2024-25; and adopt
RESOLUTION NO. 2-24 ADOPTING THE ANNUAL BUDGET FOR THE
FISCAL YEAR 2024-25. Staff recommends Council adopt an ordinance to approve the proposed City of Roseville FY2024-25 citywide budget and position allocation schedule as incorporated into the budget document, effective July 1, 2024. The FY2024-25 proposed citywide expenditure budget totals $768.5 million from all funding sources. The expenditure budget for the General Fund is $247.6 million, which includes operating ($229.1 million) and non- operating expenditures ($18.5 million). The FY2024-25 Roseville Housing Authority expenditure budget is $11.2 million and is primarily comprised of funding from the federally-funded Housing Choice Voucher Program for the purpose of providing rental assistance to over to 823 families, seniors, disabled persons, and veterans annually. The FY2024-25 Roseville Finance Authority (RFA) Budget includes debt service payments of $1.9 million reflecting scheduled payments on the Certificates of Participation for the Corporation Yard and 316 Vernon Street. Transfers out of the RFA Capital Projects Fund of $696,632 consist of $637,602 to be transferred to the Citywide Parks Fund for the repayment of a loan from the Fleet Replacement Fund which partially funded the construction of Harry Crabb Park and $59,023 to be transferred to four community facilities districts and applied as levy credits. RFA capital outlay of $2,334,000 is budgeted for the Fairway Drive and Junction Boulevard Arterial Resurfacing Project. The City of Roseville FY2024-25 citywide budget document provides a financial summary for each fund, department, capital improvement project, and non-capital multi-year project.
CC #:
3395
File #:
0201 & 0103-03-02 & 0103-29-02
CONTACT:
Nancy Rothlisberger 916-774-5314 [email protected]
11.2. Salary Schedule for City Council Appointed Positions and City Attorney Employment and Personal Services Agreement Amendment
Memo from Human Resource Director Stacey Peterson recommending the City Council adopt ORDINANCE NO. 6831 AMENDING ORDINANCE NO. 6654
THE SALARY ORDINANCE FOR CITY COUNCIL APPOINTED
POSITIONS, AS AMENDED BY APPENDIX “R” TO BE EFFECTIVE
JUNE 15, 2024 AS AN URGENCY MEASURE; and adopt RESOLUTION NO. 24-235 APPROVING A SECOND AMENDMENT TO EMPLOYMENT
AND PERSONAL SERVICES AGREEMENT BETWEEN THE CITY OF
ROSEVILLE AND MICHELLE SHEIDENBERGER, AND AUTHORIZING
THE MAYOR TO EXECUTE IT ON BEHALF OF THE CITY OF
ROSEVILLE. Staff requests Council approve the City Council Appointed Positions salary schedule reflecting a seven (7%) percent salary increase for the City Attorney and City Manager, effective June 15, 2024, and a one-time, non- pensionable differential payment to the City Manager in accordance with his Employment and Personal Services Agreement. In addition, staff recommends Council approve a second amendment to the agreement between the City and Michelle Sheidenberger to extend the term by five years. Adequate General Fund resources are available due to expenditure savings within each department or from the General Fund contingency in the current year budget (FY2023-24) to fund the $1,230 increase in City Attorney's Office expenditures, and the $21,425 increase in City Manager's Office expenditures. The estimated FY2024-25 cost increase of $38,092 for the City Attorney's Office and $44,142 for the City Manager's Office will be absorbed within each department's budget and, if needed, covered by available funds budgeted in the General Fund contingency. The ongoing impact of $44,205 for the City Attorney's Office and $51,223 for the City Manager's Office will be incorporated into future year budgets.
The total annual ongoing cost increase for both positions includes the estimated yearly pension cost of $6,467.
CC #:
3417
File #:
0600-01
CONTACT:
Stacey Peterson 916-774-5374 [email protected]
12. COUNCIL REPORTS / PUBLIC COMMENTS
13. ADJOURNMENT
COUNCIL COMMUNICATION
CC #:
3418
File #:
0102-03
Title:
Minutes of Prior Meetings
Contact:
Melissa Lipp [email protected] 916-774-5268
Meeting Date: 6/19/2024
Item #: 7.1.
RECOMMENDATION TO COUNCIL
Approve the minutes of the
February 27, 2024 City Council Strategic Planning Workshop Session 1, February 28, 2024 City Council Strategic Planning Workshop Session 2, May 28, 2024 Special Meeting City Council Budget Workshop, and May 29, 2024 Closed Session Special Meeting.
BACKGROUND
Not applicable.
FISCAL IMPACT
There is no fiscal impact associated with this request.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. The City Council minutes are not subject to CEQA. No additional environmental review is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal B - Support community engagement and advocacy
Respectfully Submitted,
Melissa Lipp, City Clerk Technician
Carmen Avalos, City Clerk
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:
Description
February 27, 2024 City Council Strategic Workshop Session 1 February 28, 2024 City Council Strategic Workshop Session 2 May 28, 2024 Special Meeting City Council Budget Workshop May 29, 2024 Closed Session Special Meeting
COUNCIL COMMUNICATION
CC #:
3404
File #:
0800-03
Title:
Electric Generation Power Plant Water Pump Parts and Service - Sole Source Purchase Order
Contact:
Bill Forsythe 916-774-5619 [email protected]
Meeting Date: 6/19/2024
Item #: 7.2.
RECOMMENDATION TO COUNCIL
Staff recommends that the City Council adopt a resolution approving a purchase order with Sulzer Pump Services (US) Inc. (Sulzer) for the purchase of Sulzer brand pumps, pump parts, and to service pumps offsite for the Electric Generation Division. This purchase order is for a one-year term for $1,000,000, and allows for four optional one-year renewals. Staff requests authorization to continue utilizing optional renewal years without further City Council approval, provided that the applicable budget is approved by the City Council each year, or until City staff determines that continuing with the same vendor is no longer in the City’s best interest.
BACKGROUND
Roseville Electric is seeking a sole source open purchase order with Sulzer Pump Services Inc., the original equipment manufacturer (OEM) for a number of large, specialized pumps critical to power production and the Zero Liquid Discharge process continued safe operations. The purchase order with Sulzer Pumps is a one-year contract for a not-to-exceed amount of $1 million that will enable staff to purchase spare parts, pump assemblies, as well as receive shop services, and assistance from Sulzer trained technicians. There is no guaranteed or minimum purchase obligations to Sulzer in this contract.
The Roseville Energy Park (REP) has been in service since October 2007, and the Sulzer pumps require routine maintenance and occasionally rebuilding to protect the assets since these pumps operate under extreme heat, pressure, and fluctuating pH conditions. The large Sulzer pump assemblies are critical to the safe operation at the REP with very high replacement costs.
For example, the quantity and cost of some of the key Sulzer pumps at the REP include:
2 - Circulating Water Pumps, replacement cost $758,882 each 4 - Boiler Feedwater Pumps, replacement cost $400,000 each 2 - Crystalizer Recirculating Pumps, replacement cost $38,922 each
As the OEM, Sulzer is the only supplier for components, parts, and services for their proprietary pumps. In order to continue safe and reliable operations, staff recommends approving a sole source open purchase order with Sulzer Pump Services Inc. to ensure the REP has sufficient spare parts, spare pump assemblies, and access to Sulzer trained technicians in a timely manner.
There is no guaranteed or minimum purchase obligations to Sulzer in this contract.
FISCAL IMPACT
The estimated total annual cost of the award is $1,000,000 for FY2024-25. Funds are available in the Electric Department's proposed FY2024-25 budget in the Electric Fund, and future funding will be included in the respective years’ budget requests for on-going costs. The estimated spending for the initial award and optional renewal years, by fiscal year, is as follows: FY2024-25, $1,000,000; FY2025-26 $1,000,000; FY2026-27, $1,000,000; FY2027-28, $1,000,000, and FY2028-29, $1,000,000.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. Approval of a purchase order meets the above criteria and is not subject to CEQA. No additional environmental review is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal E - Deliver exceptional city services
Goal F - Invest in well-planned infrastructure and growth
Respectfully Submitted,
Bill Forsythe, Assistant Electric Utility Director
Dan Beans, Electric Utility Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:
Description
Resolution 24-214
RESOLUTION NO. 24-214
APPROVING A SOLE SOURCE PURCHASE ORDER FOR ELECTRIC GENERATION
POWER PLANT WATER PUMP PARTS, PURCHASES AND SERVICE
WHEREAS, a sole source purchase order for the purchase of Sulzer brand pumps, pump parts, and to service pumps offsite for the Electric Generation Division, between the City of Roseville and Sulzer Pump Services (US) Inc., has been reviewed by the Council; and
NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said purchase order is approved.
BE IT FURTHER RESOLVED that four (4) additional one (1) year renewals are hereby approved without further City Council approval, provided that the applicable budget is approved by the City Council each year, or until City staff determines that continuing with the same vendor is not in the City’s best interest.
PASSED AND ADOPTED by the Council of the City of Roseville this ___ day of ______________, 2024, by the following vote on roll call:
AYES COUNCILMEMBERS:
NOES COUNCILMEMBERS:
ABSENT COUNCILMEMBERS:
_______________________________
MAYOR
ATTEST:
__________________________
City Clerk
COUNCIL COMMUNICATION
CC #:
3414
File #:
0203-09
Title:
RPEAK Evaporative Cooling - Sole Source Purchase Order
Contact:
Oscar Plasencia 916-746-1648 [email protected]
Meeting Date: 6/19/2024
Item #: 7.3.
RECOMMENDATION TO COUNCIL
Staff recommends that the City Council approve a sole source purchase order to GE Vernova Operations, LLC for the purchase of evaporative cooling systems on each of the two units at the RPEAK site.
BACKGROUND
In 2021, Roseville executed agreements with the California Department of Water Resources (CDWR) to site two generating units adjacent to the Roseville Energy Park (REP) as part of the State of California’s overall efforts to improve electric system reliability. The site was named the RPEAK power plant. In 2023, Roseville and CDWR reached agreement to place Roseville on a path to take ownership of these generating units through various options.
Pursuant to one option in the agreement, Roseville would submit an application into the California Energy Commission’s (CEC) Distributed Electricity Backup Assets (DEBA) program. Roseville submitted the DEBA application to the CEC earlier this year and the CEC has recently proposed to accept Roseville in the DEBA program, which among other things, provides up to $1.5 million in funding to support efficiency upgrades at the RPEAK power plant. As part of this application, Roseville would also execute agreements to upgrade specified equipment on the generating units including, but not limited to, the installation of an evaporative cooling system on each unit. Through this path, it is anticipated that Roseville would take ownership of both generating units no later than the end of 2024.
The units at the RPEAK site currently utilize air at ambient temperature for their combustion process. While this may be adequate during cold winter days, during the summer when the air is hot and dry these turbines are not able to reach maximum designed output. By installing evaporative cooling systems, the units will be able to generate near designed power output year- round. Similar evaporative cooling systems are already installed on the Siemens turbines at the REP.
Staff have acquired a quote from GE Verona Operations, LLC for the purchase of evaporative cooling systems on each of the units at the RPEAK site. GE is the original equipment manufacturer of the units and is the company best suited to supply these performance upgrade systems for their turbines.
FISCAL IMPACT
The total cost of this contract purchase agreement is not to exceed $2,278,994.39, inclusive of sales tax. Funding is included in the Electric Department's proposed FY2024-25 budget in the Electric Fund.
ENVIRONMENTAL REVIEW
The proposed project involves the minor alteration of an existing facility. This activity is categorically exempt from CEQA as a Class 1 Exemption (State CEQA Guidelines Section 15301). The Exemption has been prepared and no further CEQA action is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal E - Deliver exceptional city services
Goal F - Invest in well-planned infrastructure and growth
Respectfully Submitted,
Oscar Plasencia, Power Plant Engineer
Daniel Beans, Electric Utility Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:
Description
CEQA Exemption
N
otice of Exemption
To: P
lacer County Clerk From: City of Roseville
Recorder’s Office Development Services Dept.
2954 Richardson Drive 311 Vernon Street
Auburn, CA 95603 Roseville, CA 95678
Project Title: Distributed Electricity Backup Assets (DEBA) Project Project Location(s): APNs 017-101-020-000 and 017-101-021-000, 5120 Phillip Road, Roseville, CA 95747
Project Description: Roseville Electric proposes to install evaporative coolers and natural gas compression on the California Department of Water Resources’ (DWR) Roseville State Power Augmentation Project generators to improve their efficiency.
These facilities are currently permitted to reach an output of up to 33.6 megawatts each (for a total output of 67.2 megawatts). The two General Electric TM2500 generators are currently capable of producing approximately 22.25 megawatts each (for a total project output of 44.5 megawatts) during extreme events. The installation of evaporative cooling will decrease the inlet air temperature, reducing the impact of the ambient temperature derate effects. The installation of natural gas compression will increase the pressure of the incoming natural gas from the local distribution system to the pressure the TM2500 generators were designed to run at for full nameplate capability. The combination of evaporative cooling and gas compression will allow the combined output of the two TM2500 generators to be increased by approximately 9.5 megawatts and will be capable of operation at all times the generators are running. While this will increase the output of each generator to 27 megawatts (for a total of 54 megawatts), this is still well below the current permitted output of 33.6 megawatts each. This project would not increase output over the permitted allowance of 67.2 megawatts.
Public Agency Approving Project: Roseville City Council Agency/Individual Carrying Out Project: Roseville Electric
Reason why this Project is Exempt: This project qualifies for a Class 1 Exemption as described in Section 15301 of the California Environmental Quality Act (CEQA) guidelines which states:
“Cl
ass 1 consists of the…minor alteration of existing public or private structures, facilities, mechanical equipment, or topographical features, involving negligible or no expansion of existing or former use… [including] (b) existing facilities of both investor and publicly owned utilities used to provide electric power…” The pr
oject increases efficien cy in the output of energy produced so that the two TM2500 generators can produce up to 27 megawatts each. While this is an increase in output, it is still within the facilities ’ current permitted output of 33.6 megawatts each,
which was analyzed in prior CEQA documentation. For thi s reason, the Class 1 exemption is applicable to the proposed project.
Lead Agency Contact Person: William Forsythe , Ros eville Electric , 2090 Hilltop Circle, Roseville, CA 95747, (916) 774-5619.
Signature: Date: 02/8/2024
Jessica Lynch, Environmental Coordinator
City of Roseville
COUNCIL COMMUNICATION
CC #:
3392
File #:
0203-06
Title:
Learning Management System Project - Contract Purchase Agreement Contact:
Geeta Duggin 916-774-5183
Meeting Date: 6/19/2024
Item #: 7.4.
RECOMMENDATION TO COUNCIL
Staff recommends that the City Council adopt a resolution authorizing the City Manager to execute a contract purchase agreement with Learnsoft Technology Group, Inc. to implement a replacement of the City’s existing Enterprise Training Software project (Learning Management System) in the amount of $370,720.
The City-issued Request for Proposals (RFP) allows for two optional renewal years at one-year intervals. Staff requests authorization to utilize the two optional renewal years at one-year intervals without further Council approval, provided that the applicable budget is approved by the City Council each year, until the agreement expires or until City staff determine that continuing with the same vendor is not in the City’s best interest.
Staff also recommends that City Council delegate authority to the Chief Information Officer to approve additional costs, not to exceed $37,072 (10%), to cover unexpected changes to the project scope or schedule.
BACKGROUND
The City implemented the current Learning Management System (LMS) approximately ten years ago. A project team of representatives from multiple departments participated in the requirements gathering, Request for Proposals preparation (No. 12-030), and vendor evaluation to select Learnsoft Technology Group, Inc. The new LMS solution will replace the existing Target Solutions system.
The Learnsoft LMS provides an interface with the City’s Enterprise Resource Planning system, has more comprehensive reporting and analytics to better ensure training compliance, and offers a robust, modern course catalog with the ability to rotate in new training quarterly for enhanced staff development.
The user and administrative interfaces are user-friendly, making it easy for employees and supervisors to be aware of any outstanding training to help with completion accountability.
Learnsoft will make training reporting and analytics more comprehensive and accurate, helping with compliance and training growth for the benefit of the City’s workforce.
FISCAL IMPACT
The total cost of the five-year agreement is $370,720. Funding is included in the Information Technology (IT) Replacement Fund and funds from other departments, such as Electric, Public Works (Fleet Management, Facilities Management, and Alternative Transportation), Parks, Recreation and Libraries, and Environmental Utilities, for project costs including implementation, training, data migration, annual software, and content license fees.. The cost for the year 1 agreement, which includes implementation fees, will be $82,144. The annual software and content license fees for years 2 through 5 are $288,576, averaging approximately $72,144 per year, and will be allocated to City departments by internal service fund charges. The funds will be encumbered one year at a time pending Council approval of each annual budget. Projected spending for the optional renewal years, if the City chooses to continue with the vendor, is as follows: FY2029-30, $83,605.50, and FY2030-31, $83,605.50.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. This software purchase and project implementation meet the above criteria and are not subject to CEQA. No additional environmental review is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal A - Remain fiscally responsible in a changing world Goal E - Deliver exceptional city services
Respectfully Submitted,
Geeta Duggin, Acting Information Technology Program Manager Hong Sae, Chief Information Officer
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:
Description
Resolution 24-208
Contract
RESOLUTION NO. 24-208
APPROVING A CONTRACT PURCHASE AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND LEARNSOFT TECHNOLOGY GROUP, INC., AND AUTHORIZING
THE CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE
WHEREAS, a contract purchase agreement (3003634) for a Learning Management System, by and between the City of Roseville and Learnsoft Technology Group, Inc., has been reviewed by the City Council; and
NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said agreement is approved and the City Manager is authorized to execute it on behalf of the City of Roseville.
BE IT FURTHER RESOLVED that the City Manager or his designee is authorized to execute two (2) additional one (1) year renewal without further City Council approval, provided that the applicable budget is approved by the City Council each year, or until City staff determines that continuing with the same vendor is not in the City’s best interest.
BE IT FURTHER RESOLVED that the Chief Information Officer is authorized to approve change orders, consistent with the contract terms, provided that the net cost of all change orders shall not exceed ten percent (10%) of the contract amount.
PASSED AND ADOPTED by the Council of the City of Roseville this ___ day of ______________, 2024, by the following vote on roll call:
AYES COUNCILMEMBERS:
NOES COUNCILMEMBERS:
ABSENT COUNCILMEMBERS:
_______________________________
MAYOR
ATTEST:
__________________________
City Clerk
Contract Purchase Agreement 3003634
Supplier Details:
Company Learnsoft Technology Group Inc
Contact Peter Kistner
Address 200 Academy Dr Ste 200
Austin, TX 78704
Submit your response to:
Company City of Roseville
Contact Erica Kaminski
Address Purchasing Division
311 Vernon St
Roseville, CA 95678
Phone (916) 746-1108
Fax (916) 746-1115
E-mail [email protected]
This Contract Purchase Agreement is sent for your review and acceptance. Notify the Buyer via email of any needed changes to the company name, address, and contact information. The Buyer will update the agreement prior to you signing the document.
Return signed copies of the agreement to the Buyer noted on the agreement. Alterations or modifications to the agreement are not allowed. Upon receipt of all necessary documents, the City will sign the agreement and return a fully executed copy to you. Receipt of the signed copy will be your notice to proceed with the work in accordance with the terms and conditions of the agreement. Work must not begin until the contract has been fully executed.
The following guidelines must be followed for the signature block on the agreement:
Sole proprietorship - By owner
Partnership - Any general partner
Corporation - Two options:
(1) A signature from the President and the corporate seal; OR (2) One signature from the Chairman of the Board, President, or any Vice President AND one signature from the Secretary, any Assistant Secretary, Chief Financial Officer, or any Treasurer or Assistant Treasurer of the corporation
*General Manager, Office Manager and/or Sales Manager are not corporate officer titles. The agreement will be rejected if not signed in accordance with these guidelines.
Insurance requirements:
The City's insurance requirements are referenced on Attachment A of the agreement. By signing the agreement, you are confirming that your company has the minimum insurance limits required. 1 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
Agreement 3003634
Agreement Date 30-APR-2024
Change Order 2
Change Order Date 01-MAY-2024
Revision 2
Agreement Amount 370,720.00 USD
Invoice To City of Roseville
Accounts Payable
311 Vernon St
ROSEVILLE CA 95678
Supplier Learnsoft Technology Group Inc
200 Academy Dr Ste 200
Austin, TX 78704
Phone:
Fax:
Email:
(916) 774-5488
(916) 784-3796
[email protected]
Phone:
Fax:
Email:
()
()
[email protected]
Description of
Labor,
equipment
and/or materials
THE VENDOR SHALL PROVIDE THE SERVICES CALLED FOR UNDER THE CITY OF ROSEVILLE REQUEST FOR PROPOSALS (RFP) 12-030 FOR LEARNING
MANAGEMENT SYSTEM (LMS) AND CONTRACTOR'S PROPOSAL THERETO TITLED "REQUEST FOR PROPOSAL: RFP 12-030 LEARNING MANAGEMENT SYSTEM (LMS)" (HEREINAFTER "PROPOSAL") DATED 9/12/23. THE TERMS AND SCOPE OF WORK OF CITY OF ROSEVILLE RFP 12-030 AND CONTRACTOR'S
PROPOSAL ARE HEREIN MADE PART OF THIS AGREEMENT AND FULLY INCORPORATED BY REFERENCE. ADDITIONALLY, THE ATTACHED LEARNSOFT TECHNOLOGY GROUP, INC. "INFORMATION PROTECTION STANDARDS VERSION 6.42" DATED DECEMBER 2021 SHALL ALSO BE INCORPORATED BY REFERENCE INTO THE AGREEMENT.
PLEASE CONTACT GEETA DUGGIN IN THE INFORMATION TECHNOLOGY DEPARTMENT AT 916-774-5183 OR [email protected] FOR ANY QUESTIONS REGARDING THIS AGREEMENT.
Customer # Supplier # Payment Terms Freight Terms FOB Shipping Method 16012 Net 30 Freight on Board at the destination Destination Best Method Start Date End Date Confirm To
01-Jul-2024 30-Jun-2029 Erica Kaminski Phone 1-916-746-1108 Attention: Total Cost not to exceed the agreement amount without prior approval of the Purchasing office.
2 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
Contract Terms and Conditions
1. To the fullest extent allowed by law, Consultant agrees to indemnify, including the cost to defend City, and its officers, agents, employees and volunteers from any and all claims, demands, costs or liability that arise out of, or pertain to, or relate to the negligence, recklessness, or willful misconduct of Consultant and its agents in the performance of services under this contract, but this indemnity does not apply to liability for damages for death or bodily injury to persons, injury to property, or other loss, arising from the sole negligence, willful misconduct or defects in design by City or the agents, servants, or independent contractors who are directly responsible to City, or arising from the active negligence of City.
Consultant's responsibility for such defense and indemnity obligations shall survive the termination or completion of this Agreement for the full period of time allowed by law. The defense and indemnity obligations of this Agreement are undertaken in addition to, and shall not in any way be limited by, the insurance obligations contained in this Agreement.
2. Consultant is an independent contractor, and shall not be considered an officer, agent, or employee of the City.
3. Without the written consent of the City, this Agreement is not assignable by Consultant either in whole or in part.
4. Time is of the essence of this Agreement.
5. At any time during the term of this Agreement, the City has the right to terminate this Agreement, provided Consultant is given thirty (30) days written notice. City's termination shall be without further liability to City; however, Consultant shall be entitled to all costs reasonably incurred prior to the date of termination. Consultant acknowledges that City may terminate this Agreement should funds not be appropriated by its governing body to continue services under this Agreement.
6. This Agreement may only be amended or modified in writing. It is integrated and contains the complete understanding of the parties.
7. All equipment, supplies and services sold to the City of Roseville shall conform to the general safety orders of the State of California.
8. Unless notified to the contrary, in writing, the City assumes that the Consultant has accepted the work in accordance with the plans and specifications (if any) and agrees to do the work in compliance with this Agreement. Any work product created for City pursuant to this Agreement is deemed owned by City.
9. All prevailing wages and fair employment practices must be adhered to. For prevailing wage contracts over $25,000, copies of certified payroll must be submitted with invoices. Prevailing wage rates may be obtained from the State Department of Industrial Relations and/or the following website address:
http://www.dir.ca.gov/dlsr/DPreWageDetermination.htm . In compliance with Labor Code Section 1773.2, as may be amended from time to time, Contractor shall cause a copy of this website to be posted at each jobsite, as applicable.
10. Consultant agrees to the below insurance requirements:
a. Unless otherwise specified, the Consultant shall maintain the policies of insurance outlined in Attachment A, incorporated herein by this reference, in full force and effect during the term of this Agreement. The City of Roseville retains sole discretion in determining the types and proper levels of insurance coverage. 3 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
b. Form. Consultant shall submit a certificate evidencing such coverage for the period covered by this Agreement in a form satisfactory to Risk Management and the City Attorney, prior to undertaking any work hereunder. Any insurance written on a claims made basis is subject to the approval of Risk Management and the City Attorney. c. Additional Insureds. Consultant shall also provide a separate endorsement or section of the policy showing City, its officers, agents, employees, and volunteers as additional insureds for each type of coverage, except for Workers' Compensation and Professional Liability. Such insurance shall specifically cover the contractual liability of Consultant.
The additional insured coverage under the Consultant's policy shall be primary and noncontributory, as evidenced by a separate endorsement or section of the policy and shall not seek contribution from City's insurance or self-insurance. In addition, the additional insured coverage shall be at least as broad as the Insurance Services Office (ISO) CG 20 01 Endorsement. Any available insurance proceeds in excess of the specified minimum insurance coverage requirements and limits shall be available to the additional insureds. Furthermore, the requirements for coverage and limits shall be:
(1) the minimum coverage and limits specified in this Agreement; or (2) the full coverage and maximum limits of any insurance proceeds available to the named insureds, whichever is greater.
d. Cancellation/Modification. Consultant shall provide thirty (30) days written notice to City prior to cancellation or modification of any insurance required by this Agreement. e. Umbrella/Excess Insurance. The limits of insurance required in this Agreement may be satisfied by a combination of primary and excess insurance. Any excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and noncontributory basis for the benefit of City (if agreed to in a written contract) before City's own insurance shall be called upon to protect it as a named insured.
f. Subconsultants. Consultant agrees to include in its contracts with all subconsultants the same requirements and provisions of this Agreement, including the indemnity and insurance requirements, to the extent they apply to the scope of the subconsultants work.
Furthermore, Consultant shall require its subconsultants to agree to be bound to Consultant and City in the same manner and to the same extent as Consultant is bound to City under this Agreement. Additionally, Consultant shall obligate its subconsultants to comply with these same provisions with respect to any tertiary subconsultant, regardless of tier. A copy of City's indemnity and insurance provisions will be furnished to the subconsultant or tertiary subconsultant upon request.
g. Self-Insured Retentions. All self-insured retentions (SIR) must be disclosed to Risk Management for approval and shall not reduce the limits of liability. Policies containing any SIR provision shall provide or be endorsed to provide that the SIR may be satisfied by either the named insured or City. City reserves the right to obtain a full certified copy of any insurance policy and endorsements. The failure to exercise this right shall not constitute a waiver of such right.
h. Waiver of Subrogation. Consultant hereby agrees to waive subrogation which any insurer of Consultant may acquire from Consultant by virtue of the payment of any loss under a Workers Compensation, Commercial General Liability or Automobile Liability policy.
All Workers Compensation, Commercial General Liability and Automobile Liability policies shall be endorsed with a waiver of subrogation in favor of City, its officers, agents, employees, and volunteers for all worked performed by Consultant, its employees, agents, and sub consultants.
i. Liability/Remedies. Insurance coverage in the minimum amounts set forth herein shall 4 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
not be construed to relieve Consultant of liability in excess of such coverage, nor shall it preclude City from taking such other actions as are available to it under any other provisions of this Agreement or law.
11. Consultantshall comply with all federal, state, local laws, ordinances, and policies as may be applicable to the performance of services under this Agreement. Failure to comply with local ordinances may result in monetary fines and cancellation of this Agreement.
12. In the event that the terms of any attachment or exhibit conflict with any terms of this Agreement, the terms of this Agreement shall control.
13. This Agreement may be executed in one or more counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument. In the event that any signature is delivered by facsimile transmission or by e-mail delivery of a ". pdf" format data file, such signature shall create a valid and binding obligation of the party executing (or on whose behalf such signature is executed) with the same force and effect as if such facsimile or ".pdf" signature page were an original thereof.
14. If either party commences any legal action against the other party arising out of this Agreement or the performance thereof, the prevailing party in such action shall be entitled to recover its reasonable litigation expenses, including but not limited to, court costs, expert witness fees, discovery expenses, and attorneys' fees. Any action arising out of this Agreement shall be brought in Placer County, California, regardless of where else venue may lie. This Agreement shall be governed by and construed in accordance with the laws of the State of California.
15. This Agreement shall be binding upon the heirs, successors, executors, administrators and assigns of the respective parties hereto.
16. If any of the provisions contained in this Agreement are for any reason held invalid or unenforceable, such holding shall not affect the remaining provisions or the validity and enforceability of the Agreement as a whole.
17. For purposes of this Agreement, the terms "Contractor," "Consultant," and "Supplier" are used interchangeably.
18. Consultant agrees that any and all information furnished by City shall be deemed proprietary and confidential. All such information, to the extent previously, presently, or subsequently disclosed to Consultant and/or processed and derived by Consultant services is the property of City and such property shall be deemed and treated as "Confidential Information" of City.
Consultant acknowledges that such Confidential Information may contain information provided and/or generated by third-parties. Consultant agrees that such Confidential Information shall not be disclosed to any third party without written permission from City, except as required by law. Consultant shall not use the Confidential Information except to perform Consultant's services as directed by City.
19. All facilities, devices, networks, and services used to store, deliver, process, backup or purge Confidential Information will employ administrative, physical, technical, and procedural safeguards and best practices at a level sufficient to secure Confidential Information from unauthorized access, destruction, use, modification, or disclosure. Such measures will be no less protective than those used to secure Consultant's own information of a similar type, and in no event less than reasonable in view of the type and nature of the information involved. It is the City's expectation that Consultant, at its own expense, shall perform annual audits for any data centers that house Confidential Information, using an independent third-party audit that meets industry standards applicable to the services under this Agreement, and provide the audit report or certification upon request to City.
20. Consultant will retain Confidential Information until deleted by City or City-authorized third 5 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
party, or for a time period mutually agreed upon by the parties to this Agreement.
21. Upon termination or expiration of this Agreement, Consultant will ensure that all Confidential Information is securely transferred to City within thirty (30) calendar days. Consultant will ensure that any transfer of Confidential Information is accomplished by methods that are compatible with the relevant City systems, and that City will have access to all Confidential Information during any such transfer. Consultant shall securely dispose of all Confidential Information when requested by City and Consultant will provide written notification to City once all Confidential Information has been securely disposed of.
22. Consultant shall report to City any data compromise or unauthorized access to Confidential Information within twenty-four (24) hours after Consultant discovers such data compromise or unauthorized access. Consultant will take commercially reasonable measures to address any such data compromise or unauthorized access in a timely manner. Except as otherwise required by law, Consultant will not provide notice to end users or other entities of any such data compromise or unauthorized access without written permission from City. Consultant will promptly reimburse City in full for all fees and costs incurred by City in any investigation, remediation or litigation resulting from any such data compromise or unauthorized access, including identity protection and restoration services for each person, who in the City's sole discretion, could be impacted by identity theft.
23. Consultant may not advertise that City is a client, list City as a reference or otherwise use City's name, logos, trademarks, or service marks without prior written permission from City.
24. Consultant acknowledges that services rendered under this agreement (including but not limited to service levels and operational levels) shall be performed in accordance with industry standards.
25. If the project referenced on this agreement is a Public Works project, then the following shall apply: No contractor or subcontractor may work on a public works project unless registered with the Department of Industrial Relations pursuant to Labor Code section 1725.5. During the performance of this agreement, Contractor and its subcontractors shall have a continuing legal obligation to maintain current registration with the Department of Industrial Relations.
Contractor is hereby notified that this project is subject to compliance monitoring and enforcement by the Department of Industrial Relations.
26. If the project referenced on this agreement is a Public Works project, then the following shall apply: Contractor must submit all claims as defined in and in accordance with the claim resolution process set forth in Section 9204 of the Public Contract Code. Each such claim must be sent to the City by registered mail or certified mail with return receipt requested and must contain reasonable documentation to support the claim. All claims must be received prior to acceptance of the work.
27. Contractor/consultant's duties and services under this agreement shall not include preparing or assisting the public entity with any portion of the public entity's preparation of a request for proposals, request for qualifications, or any other solicitation regarding a subsequent or additional contract with the public entity. The public entity entering this agreement shall at all times retain responsibility for public contracting, including with respect to any subsequent phase of this project. Contractor/consultant's participation in the planning, discussions, or drawing of project plans or specifications, if any, shall be limited to conceptual, preliminary, or initial plans or specifications. Contractor/consultant shall cooperate with the public entity to ensure that all bidders for a subsequent contract on any subsequent phase of this project have access to the same information, including all conceptual, preliminary, or initial plans or specifications prepared by contractor pursuant to this agreement.
28. Consultant certifies that Consultant, its employees, directors, officers, agents, subcontractors, vendors, and volunteers are not presently debarred, excluded, suspended, declared ineligible, voluntarily excluded, or proposed for debarment, exclusion, suspension, or ineligibility by 6 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
any federal, state, or local department or agency.
29. The Levine Act (Govt. Code, Section 84308) requires a Party (and its agent(s), if any) to a Proceeding before the City of Roseville that involves any action or consideration related to their contract, license, permit, or other entitlement for use, to disclose any campaign contributions made to City elected or appointed officers totaling more than $250 within the twelve (12) months prior to the City decision and while a proceeding is pending, and includes certain prohibitions on contribution activity thereafter. If applicable campaign contributions have been made by Contractor and/or its agent(s), Contractor is responsible for compliance, including for its disclosure obligations, if any, as further described at: https://www.roseville. ca.us/government/departments/city_clerk/transparency/levine_act.
30. This Agreement may be amended via change order, but only if such change order is made in writing, approved by the City, and signed by both parties.
31. CONSULTANT agrees to defend and indemnify CITY if, despite the parties intent and practice, any venue, agency, or court with competent jurisdiction determines that CONSULTANT and/or any of its agents, officers, employees, volunteers, independent contractors, or subcontractors, are characterized as employee(s) of CITY.
CONSULTANT and CITY agree that: (a) CONSULTANT is free from the control and direction of CITY in connection with the performance of the work; (b) CONSULTANT is providing services directly to CITY; (c) CONSULTANT has and will maintain at all relevant times a business license; (d) CONSULTANT maintains a business location that is separate from CITY; (e) CONSULTANT is customarily engaged in an independently established business of the same nature as that involved in the work performed hereunder; (f) CONSULTANT actually contracts with other businesses to provide the same or similar services and maintains a clientele without restrictions from CITY; (g) CONSULTANT advertises and holds itself out to the public as available to provide the same or similar services; (h) CONSULTANT provides its own tools, vehicles, and equipment to perform the services; (i) CONSULTANT has negotiated its own rates; (j) CONSULTANT set its own hours and location of work in accomplishing CITY's on-call needs; and (k) CONSULTANT has the right to control the manner and means of accomplishing the result desired and exercises its own expert independent judgement.
The supplier named hereon by the acceptance of this order agrees to the provisions of this document titled "Contract Purchase Agreement" and all accompanying terms, conditions, and attachments.
Roseville Business License No. ____________________________________ Contractor License No. ____________________________________________ DIR Registration No. _______________________________________________ Check mark the applicable company type below:
____X_______ Corporation
___________ Limited Liability Company
___________ Partnership
___________ Sole Proprietor
City reserves the right to withhold any payments to Consultant in the event of noncompliance with insurance requirements or if required by law.
Information Technology T&C
7 00851398
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A NA
N/A
Contract Purchase Agreement 3003634
REV 3/21/24 JS
8 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
ATTACHMENT A
HUMAN RESOURCES/RISK MANAGEMENT DIVISION
INSURANCE REQUIREMENTS
AGREEMENT OVER FORMAL BID LIMIT OR INVOLVING HIGH RISK ACTIVITIES General - Required Coverage/Documentation
● General Liability: $1 Million per occurrence /$2 Million aggregate ● Automobile Liability: $1 Million combined single limit ● Workers' Compensation: Statutory *Must provide a Waiver of subrogation ● Additional Insured Endorsement (AIE) - General Liability policy: CG 20 38 04 13 or an equivalent, blanket endorsement or section of the policy. Endorsement shall cover the City of Roseville, its officers, agents, employees and volunteers as additional insured. ● Policies must be primary and non-contributory
● A 30 day notice of cancellation must be provided
● List certificate holder as: The City of Roseville - Insurance Compliance, PO Box 100085-R1, Duluth, GA 30096
Additional Liability/Insurance Requirements if required by Agreement (and marked below):
Construction:____
General Liability:
$2 Million/occurrence
$4 Million aggregate
Design Professional:____
General Liability:
$2 Million/occurrence
$4 Million aggregate
Professional Liability:
$2 Million/occurrence
Professional Consultant:____
Professional Liability:
$1 Million/occurrence
IT Services:_X___
Professional Liability:
$1 Million/occurrence
No auto required
Cyber Liability:
$1 Million/occurrence
Hazardous Materials:____
Pollution Liability:
$1 Million/occurrence
Special Events/Caterers-Vendors:____
No auto required
No workers' comp required
Professional Counseling/ Psychological:____
Professional Liability:
$1 Million/occurrence
No auto required
9 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
Pyrotechnics:____
General Liability:
$5 Million/occurrence
$10 Million aggregate
Auto - $2 Million/occurrence
Chemical/Environmental:____
General Liability:
$3 Million/occurrence
$6 Million aggregate
Pollution – $2 Million/Occurrence
Auto - $2 Million/Occurrence
Insurance Submission Process
The City of Roseville Human Resources/Risk Management Department uses a service called EBIX to manage our insurance certificate tracking.
How It Works
● The vendor's contact information is entered into EBIX. EBIX will contact the vendor to request proof of insurance.
● The Vendor can forward the request to their Insurance Agent(s) if necessary. ● Vendor/Insurance Agent submits insurance to EBIX by email to [email protected] or by fax to (770) 325-5727. After faxing or emailing the certificate, please DO NOT send the certificate by mail to EBIX. Please do not mail, email or fax any certificates to the City of Roseville. ● Once submitted, EBIX reviews the insurance documentation. If there are deficiencies, EBIX will send a follow up letter or email requesting additional information.
Questions Regarding Insurance Submission: Contact EBIX at (951) 652-4239 Questions Regarding Insurance Requirements Contact Risk Management at (916) 774-5202
10 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A Contract Purchase Agreement 3003634
Supplier
Signature:______________________________________________ Print Name:_____________________________________________ Title:__________________________________________________ Date: __________________________________________________ Supplier
Signature:______________________________________________ Print Name:_____________________________________________ Title:__________________________________________________ Date: __________________________________________________ City of Roseville, A Municipal Corporation
Signature:______________________________________________ Print Name: Dominick Casey
Title: City Manager
Date:__________________________________________________ 11 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A VP of Finance
CEO/CFO
5/22/2024
Robbie Abt
5/22/2024
Peter Kistner
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200 Academy Dr., Ste. 200
Austin, TX 78704
Tel: (858) 546-1800
Fax: (858) 546-1791
learnsoft.com
Request for Proposal: RFP 12-030
Learning Management System (LMS)
Presented To:
City of Roseville
Attn: City Clerk Department
311 (and 316) Vernon Street
Roseville, CA 95678
Submitted before 9/21/23 only via:
[email protected]
Submitted By:
Brandon Carlton, Point of Contact (POC)
858-546-1800 and 850-866-4097 (cell)
[email protected]
UEI: TNY3FFGN61G3
EIN: 20-2011396
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 2 of 103
Table of Contents
TAB 1 – COVER LETTER (6.1) ................................................................................................................................. 3 TAB 2 – SIGNATURE REQUIREMENTS (6.2) ........................................................................................................... 5 TAB 3 – CALIFORNIA SECRETARY OF STATE REGISTRATION (6.3) .......................................................................... 6 TAB A (6.4) – FIRM’S QUALIFICATIONS ................................................................................................................. 8 EXPERIENCE ................................ ................................ ................................ ................................ ........................ 8 LEARNSOFT DIFFERENTIATORS/UNIQUE CAPABILITIES ................................ ................................ ................................ .. 11 PERSONNEL................................ ................................ ................................ ................................ ....................... 12 ASSIGNED PROJECT MANAGER SUPPORT ................................ ................................ ................................ .................. 13 LEARNSOFT ORGANIZATIONAL CHART ................................ ................................ ................................ ...................... 13 Key Implementation Team Members ................................ ................................ ................................ ......... 13 SUBCONTRACTORS AND/OR PARTNERS ................................ ................................ ................................ .................... 13 OpenSesame ................................ ................................ ................................ ................................ ............. 13 TAB B (6.5) – EXPERIENCE AND REFERENCES ...................................................................................................... 16 TAB C (6.6) – QUALIFICATIONS OF TEAM ........................................................................................................... 21 TAB D (6.7) – PROJECT PLAN AND PROPOSED SOLUTION ................................................................................... 25 METHODOLOGY, WORKPLAN AND IMPLEMENTATION PLAN ................................ ................................ .......................... 25 INTEGRATION AND INTEROPERABILITY PLAN ................................ ................................ ................................ .............. 29 SOLUTION AND MODULES ................................ ................................ ................................ ................................ .... 32 SOLUTION BENEFITS ................................ ................................ ................................ ................................ ............ 36 TRAINING AND SUPPORT ................................ ................................ ................................ ................................ ...... 37 Training................................ ................................ ................................ ................................ ..................... 37 Support ................................ ................................ ................................ ................................ ..................... 37 THIRD PARTY INVOLVEMENT ................................ ................................ ................................ ................................ . 39 SECURITY AND RISK MANAGEMENT................................ ................................ ................................ ......................... 40 High-Level Solution and Data Security Plan ................................ ................................ ................................ 40 PRIVACY AND DATA SECURITY ................................ ................................ ................................ ................................ 43 Data Privacy: ................................ ................................ ................................ ................................ ............. 43 Data Security and Integrity: ................................ ................................ ................................ ....................... 44 Data Retention and Disposal: ................................ ................................ ................................ .................... 45 Long-term Support and Maintenance ................................ ................................ ................................ ........ 45 Plan for Compliance with Laws and Regulations ................................ ................................ ......................... 51 PROJECT PLAN TIMELINE ................................ ................................ ................................ ................................ ...... 51 STAFFING ................................ ................................ ................................ ................................ ......................... 60 CLIENT-SPECIFIC DIFFERENTIATORS ................................ ................................ ................................ ......................... 60 FREQUENTLY ASKED QUESTIONS/FAQS ................................ ................................ ................................ ................... 60 TAB E (6.7) – SYSTEM FEATURES AND FUNCTIONALITY ...................................................................................... 73 REQUIREMENTS MATRIX (RFP ATTACHMENT E) ................................ ................................ ................................ ........ 73 TAB G (6.10) – TRAINING AND SUPPORT ............................................................................................................ 89 TRAINING ................................ ................................ ................................ ................................ ......................... 89 SUPPORT ................................ ................................ ................................ ................................ .......................... 89 Support ................................ ................................ ................................ ................................ ..................... 89 SERVICE LEVEL AGREEMENT (SLA) ................................ ................................ ................................ .......................... 91 PROPOSER'S CERTIFICATION ................................ ................................ ................................ ................................ .. 92 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 3 of 103 TAB H (6.11) – COST PROPOSAL ......................................................................................................................... 93 TAB I (6.12) – REQUIRED STATEMENTS AND DOCUMENTS ................................................................................. 95 TAB J (6.13) – EXCEPTIONS ............................................................................................................................... 101 TAB K (6.14) – COMPETENCY OF PROPOSERS ................................................................................................... 102 TAB 4 – ATTACHMENTS.................................................................................................................................... 103 Tab 1 – Cover Letter (6.1)
September 21, 2023
Carmen Avalos, City Clerk
Janie Carduff, Assistant Human Resources Director
Geeta Duggin, Technical Project Manager
City of Roseville, California
City Clerk Department
311 (and 316) Vernon Street
Roseville, CA 95678
Dear Ms. Avalos, Ms. Carduff, and Ms. Duggin:
Learnsoft is pleased to submit this response to RFP 12-030-LC Learning Management System (LMS) for the City of Roseville, California. We look forward to becoming a crucial extension of your organization and partner in your future innovation, while we give ongoing quality learning to and support of your 2,000-plus employees, potentially 145,000 city residents, and any additional user groups you may want to add in the future.
By partnering with Learnsoft, the city will benefit from our decades of experience as a leading LMS developer and supplier, and our ability to provide a premiere LMS within your budget.
With clients including the State of Iowa, the State of Kansas, State of Louisiana (Franciscan Alliance, Academic Medical Institution), and now the State of Hawaii, Learnsoft is an established thought leader and industry expert on LMS platforms and solutions.
Learnsoft attended the August 10, 2023 pre-proposal conference, and we are confident that it can expertly meet the city’s LMS requirements with our fundamental commitment to contract for value and successful results of measurable and beneficial outcomes that achieve your objectives. Our 100% client renewal rate speaks to the quality of our product and the excellence of our people. Our customer service is unmatched in the industry.
When your selection committee screens our technical response, we know they will rate it at the top for responsiveness, responsibility, quality of technical services, and compliance with applicable laws. We have only excellence in our record of performance and integrity, have never been delinquent or unfaithful to any contract with any client, and have the financial stability and the perceived ability to deliver completely as specified.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 4 of 103
Furthermore, we are eager to deliver a presentation(s) and are available for interviews at any point during the information gathering process. Learnsoft is always willing to negotiate a best and final offer (BAFO) to ensure we become your LMS partner. Learnsoft will perform the services and adhere to the requirements described in this RFP, including Addendum 1_RFP12- 030_20230823.
The following personnel will be assigned to your project and will be readily available for direct contact by your representatives:
Name Role & Responsibilities Contact
Brandon Carlton Response POC, transition leader 850-866-4097, [email protected] Chris Tillack Project Manager 407-346-2235 [email protected] Courtny Bentley Director of Client Success 810-624-4894 Deep Chopra Director, Product Development 858-774-8998 [email protected]
We promise that transitioning from Vector LMS, TargetSolutions Edition will be a painless process for the City of Roseville. We are available and have the capability to build, install, migrate data, test, go-live, train and support your new Learnsoft LMS when a contract is generated from this RFP. We welcome any term renewals it may include. Thank you for this valued bid and response opportunity.
Sincerely,
_______________________________
Sales Director and Point of Contact
Brandon Carlton
200 Academy Drive, Ste 200
Austin, TX 78704
https://www.learnsoft.com
[email protected]
(858) 866-4097, Fax (858) 546-1791
_______________________________
Contract Binder/Executor
Peter Kistner, Vice President of Finance
200 Academy Drive, Ste. 200
Austin, TX 78704
https://www.learnsoft.com
[email protected]
(614) 216-1430, Fax (858) 546-1791
SAM.gov Unique ID (UEI): TNY3FFGN61G3
CAGE Code: 5JNJ6 DUNS: 171321537
NAICS: 541511, 541512, 541519, 611420, 611430
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 5 of 103 Tab 2 – Signature Requirements (6.2)
The attached Proposer's Certification (Attachment A) shall be executed by an official(s) legally authorized to bind the Contractor which states that the proposal is valid for ninety (90) days.
Include the executed copy of the Proposer's Certification under Tab G. Note: This is ninety (90) days following the closing date for the receipt of all proposals.
Proposals which are submitted on behalf of a Corporation shall have the correct corporate name thereon and the actual signature of the authorized officer of the corporation written (not typed) below the corporate name. The title of the office held by the person signing for the corporation shall appear below the signature of the officer.
Learnsoft Technology Group, Inc. has attached the signed and executed Proposer 's Certification, and inserted it in Tab G as required in the RFP and indicated above. Additionally, we confirm that the Learnsoft bid is good for 90 days following the closing date for submission of this proposal. We further warrant this with the following Bidder Signature Affidavit:
Bidder Information:
Bidder Name Learnsoft Technology Group, Inc.
Bidder Mailing Address 200 Academy Drive, Suite 200, Austin, TX 78704
Bidder Website https://www.learnsoft.com/
Bidder Contact Person Brandon Carlton, Sales Director
Contact Person’s Phone Number 858-546-1800, cell 850-866-4097 Contact Person’s Email Address [email protected]
Bidder Federal ID Number If
DBA in the U.S.
Federal Tax ID (EIN): 20-2011396
Federal Unique Identifier (UEI): TNY3FFGN61G3
Signature:
Signature of an official
authorized to bind the Bidder to
the provisions contained in the
Bidder’s proposal:
Printed Name
Peter Kistner
Title
Vice President of Finance
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 6 of 103 Tab 3 – California Secretary of State Registration
(6.3)
(Also requested in section 1.4) -The City requires all corporations, limited liability companies, and limited partnerships register to do business in the State of California. On a separate sheet of paper, please provide a screenshot of your "ACTIVE" status which can be obtained by accessing this link: https://businesssearch.sos.ca.gov/. Please include in your proposal under Tab I.
Screen shot of Learnsoft Technology Group’s ACTIVE status is below and also under Tab I as required.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 7 of 103
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 8 of 103 TAB A (6.4) – Firm’s Qualifications
Describe your firm and provide a statement of your firm's qualifications for performing the requested services. Identify the services which would be completed by your firm's staff and those that would be provided by sub-consultants or subcontractors, if any. Identify any sub- consultants or sub-contractors you propose to utilize to supplement your firm's staff. Include the firm's organizational chart, including its constituent parts, and size variation of staffing levels in the past five (5) years.
In the following tables, please find a summary of Learnsoft’s capacity and capability as well as details of our core staff.
Experience
1. Why Learnsoft can and will provide the client’s requested services:
Our qualifications.
Learnsoft is not ‘just another LMS company’
Learnsoft prides itself on being able to assist organizations in implementing successful learning management systems. We are not one of the big box, generic LMS providers, but a more boutique focused LMS provider that has 30 years of experience in the learning business.
The State of Iowa – one of Learnsoft’s larger implementations (300,000+ active users on the system), found itself in the following predicament – Large LMS vendors, some of whom only provided hosted solution options, and others, whose primary software expertise did not lie in learning management systems but rather in HRIS and Accounting systems, were very expensive. They also did not offer the option of being able to customize their solutions. Being global software companies, their priorities were with their larger global clients.
“We had a disastrous experience with a large national vendor followed by 2-3 other LMS failures – which led us to try Learnsoft’s customizable solution which represented a significant savings in dollars.” – State of Iowa CHRO
We understand and appreciate the risks a potential client is faced with when selecting an LMS provider. It is easy to select a vendor, but far less predictable to know or estimate the results of such a decision at the on -set of the agreement .
Something many LMS clients have unfortunately learned after it was too late.
Our abilities.
We understand the compliance requirements and regulatory needs the government sector faces. We assess the challenges each client faces and formulate a plan to deliver an LMS designed specifically to exceed the needs of each customer:
Intuitive, personalized user design
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 9 of 103 o Our system has limitless user types that can be configured for the specific needs of each client’s employees
Available across devices
o Minimize downtime by meeting your workforce where they are Automated reporting, compliance management and data tracking o Your information is at your fingertips whenever you need it o Be ready for audits, information requests, etc.
Unlimited 3rd party integrations
o Works with your entire HR tech stack instead of creating a new silo
o Seamless integration with existing platform(s)
Fully-configurable
o From learning paths to course recommendations to gamification and yet to be determine future integrations, Learnsoft is built to scale with the client on your terms
Our experience.
Learnsoft has been innovating in the learning technology space for 30 years. Our LMS has organically evolved through input from our longstanding and new clients. We welcome new ideas and the opportunity to push the boundaries of how an LMS can help a forward-thinking organization like yours.
Our Expertise.
Learnsoft’s expertise lies in the solution and approach we provide our customers and is broken down into 4 basic methodologies and functionalities:
1. LMS – that’s what we do. We eat, sleep, and breathe LMS. We are not distracted by HRIS, Payroll or Accounting software, we are consumed with the success of each and every single one of our clients’ LMS systems.
As such, we are providing an Enterprise, fully functional LMS that meets or exceeds every technical requirement set forth in this project.
2. We built our solution on an open architecture that seamlessly integrates with any and all of your systems, both now and in the future.
3. We have years of experience implementing LMS’s into organizations similar in size in a 90 day timeframe.
4. Our customer support team is second to none. From project kickoff to through the entire duration of the contract, you will have dedicated support every step of the way.
Here’s a look at some of our overarching qualities that make us the best in the business:
1. Learnsoft qualifications:
Financial Capability
Learnsoft has been in the learning business for 30 years with no defaults and a 100% renewal rate.
Agility and Timeliness
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 10 of 103 Learnsoft is the partner best suited to help with your next phase of growth.
We are built to scale with you and have an amazing
implementation/customer success team to help you along the way.
Unmatched Staff
Change is hard. Our staff helps make change easier and ensures everyone user type is comfortable with the system.
Resources
We are a group of industry veterans dedicated to serving others and helping the our clients continue providing excellent service and remain high performing.
Demonstrated Competence
Learnsoft has decades of experience implementing learning and performance management systems. There are many LMS companies out there, but our customers choose us for a reason.
2. Learnsoft meet and exceed:
Satisfy the Needs
Learnsoft strives to not just be satisfactory but exceptional. We want to partner with each client to provide a learning experience your end users deserve.
Fulfill Requested Services
Learnsoft is an out-of-box ready LMS like many other vendors but our ability to customize and tailor the end user experience is where we separate ourselves from the rest.
Offer and Deliver Additional Services
We go above and beyond just like our clients. Innovation, adaptability, and integrity comprise our customers’ values and are core tenets of Learnsoft’s business.
Offer and Deliver Additional Expertise and Exceed
Learnsoft has subject matter experts (SMEs) that will collaborate with you on innovative ideas that challenge the status quo.
3. Learnsoft people are why we’re the best:
Learnsoft Board of Directors
Learnsoft’s Board of Directors has assembled a team with industry leading experience and a passion for helping organizations realize their goals.
Our Leadership
Learnsoft’s leadership team is a forward-thinking group that obsesses over how we can make the learning experience better for new and existing customers.
Our Tech Team
Is a group that seemingly never sleeps because we are always striving to improve our platform and incorporate recommendations from our customers to improve the platform and user experience.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 11 of 103 Our Content Team
Our content team focuses on quality, accessibility, curation, and support so that you are getting the most up-to-date and relevant content on the market.
Our Client Success Team
We take client success personally at Learnsoft. Our team works collaboratively with each client on every project from project kickoff throughout the entire duration of the contract. Communication is paramount to sustained client success.
Our Training Team
Our training team will work closely with you on your project to plan and develop a comprehensive training plan that drives adoption and provides an extraordinary user experience.
Our Support Team
Our support team is a lot like oxygen. We’re always available and go to great lengths to provide unmatched support when needed, keeping your project alive and well.
Learnsoft Differentiators/Unique Capabilities
Learnsoft’s innovative LMS solution stands out with its lightning-fast onboarding process, highly configurable and fully automated platform, and expansive integration catalog. Our dedicated team of developers provides unappareled customer service and support to ensure implementation and user success, from day one and for as long as the system is in use. In an industry that is quoted as having a 50% “divorce rate” between LMS vendors and customers, Learnsoft has maintained a 100% renewal rate over the past 13 years – unheard of in this industry.
As a result of the experience that Learnsoft has gained from the over 600 entities to whom we have provided our products and services over the years, we understand the learning business as it relates to enhancing employee and non-employee associates’ productivity while at the same time, meeting the goals of the organization through well managed continuing education programs and initiatives. We are also equally experienced in providing robust training content that learners enjoy accessing.
Learnsoft’s system is a single-code based system, meaning that even with configurations, customization or enhancements that may be developed specifically for the client, the organization will still be able to take advantage of each and every future upgrade to our system without having to be concerned that these specific modifications will make this difficult.
Timeliness and communication are key elements of our philosophy – and delivering premium support to our clients is paramount. We are also confident the pricing we are proposing is extremely competitive, based on the level of sophistication of our solution.
We are excited to bring some of our key differentiators to you:
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 12 of 103
DIFFERENTIATOR
FACTOR Government-specific LMS and TMS
1 Learnsoft does not sell/lease its LMS application to commercial entities such as Walmart, Boeing or in any other industry. We are a true client specific LMS. All yearly upgrades in the system are focused around client needs. In the past three years alone we have added more than 250 enhancements including dozens suggested by our customers.
DIFFERENTIATOR
FACTOR Open Architecture
2 Learnsoft is confident the core of the HCM suite, and our application meets and exceeds the needs of the client. With the help and support of Learnsoft’s current clients and partners, our LMS system is designed to grow with you.
Learnsoft’s LMS is a key component of the enterprise tech stack and enables integrations with, for example, Active Directory, HRIS, and SSO.
Our open architecture also enables seamless 3rd party integration through a webAPI.
DIFFERENTIATOR
FACTOR LMS Multi-Tenancy Structure for Government Needs 3 Learnsoft's LMS offers users multi-tenancy use of the system. This allows different departments and agencies to deploy different interfaces and departmental specific functionality all within the same overall LMS system which allows different agencies and departments isolation within the LMS system all while keeping full reporting and auditing features in real time.
Only designees will have admin rights to the entire system. All users at the department/agency level receive access to their specific arm of the LMS system.
DIFFERENTIATOR
FACTOR Single-code Based Modular System
4 Learnsoft's LMS maintains the same code base for all its clients, so any enhancements for one client benefit all others. Combine this with the fact that Learnsoft's system is a modular system means these enhancements may be turned on and turned off as per the customer's requirement.
DIFFERENTIATOR
FACTOR Implementation Speed
5 Learnsoft implements and deploys the majority of our clients within 90 days. This includes statewide government clients such as Iowa and Kansas with very large user groups, depending on specific needs and requirements.
The simplicity of the system architecture combined with the seamless and open integration makes Learnsoft the most efficient LMS system on the market to deploy.
Personnel
See also TAB C (6.6) – Qualifications of Team
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 13 of 103 Assigned Project Manager Support
Clients are provided an assigned Learnsoft Project Manager who will provide ongoing support and training, schedule and lead regular) status calls and quarterly QBR sessions. Project Managers will also work with the client to create and manage client Enhancement Requests and be the main point of contact for client/system satisfaction and wellbeing.
Learnsoft Organizational Chart
Following, please find our Leadership and core team organizational chart, presented to emphasize our functionality. The people in them have filled the majority of the positions represented for at least five years, most for much longer than that.
Key Implementation Team Members
Subcontractors and/or Partners
Learnsoft does not currently use subcontractors to complete any work related to client engagements. We believe this allows us to provide premium customer service and support while maintaining continuity with our clients. We do, however have a content partner, the best in the business, for our clients who want us to participate in the development and delivery of the learning program as well as the LMS: OpenSesame.
OpenSesame
Purchasing a learning management system without a library of relevant online learning courses is similar to buying a refrigerator without having any food to put in it. That is why our partnership with OpenSesame is an important component to the success of your program. OpenSesame has operated since 2011, helping organizations develop the most productive and admired employees by bringing together over 28,000 high-quality e- Learning courses from more than 150 of the world’s top publishers into a platform that makes it easy for you to find the right course for the right audience quickly.
Chief Executive
Officer
Chief Technology
Officer
Product Development &
Management
Deep Chopra
Chief Operating
Officer
Director, Client
Operations
Jen Meyer
Project Manager
Chris Tillack
Client Success
Director
Courtney Bentley
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 14 of 103
You will have access to topics that can help you meet a wide range of needs across your organization, giving you the ability to better address the challenges that the City of Clearwater faces.
You will have immediate access to any of the new courses added to the Opensesame Plus catalog. We increase this collection by an average of more than one publisher and at least 400 courses per month.
The catalog is intentionally developed with a variety to content styles to help you provide courses that appeal to the different audiences and objectives you need to address. For example, If you were working on a city-wide initiative to improve teamwork and collaboration, you might want to use a different course for the people you are onboarding, compared to your first-time supervisors, compared to your senior leadership. The variety of styles you have available with OpenSesame will help you do just that. This same variety is why we see shifts in organizations that come to us from a single publisher like Neogov. Generally, we see a greater number of learners participating, and also see learners taking a larger number of courses each on average.
This graphic gives you a high-level overview of the styles of content you will be able to use:
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 15 of 103
That includes courses that vary in length, courses that include interactivity and post- assessments, and courses that can act as refreshers and pre-requisites to your instructor-led training efforts.
It is great to have such a wide selection to choose from, but the last thing your team needs to do is preview 28,000+ courses. That’s why the emphasis Opensesame places Curation assistance will make such a big difference in helping you find success with your program.
OpenSesame uses both AI and a Curation Team of subject matter experts to help you surface courses that are most relevant to your learners and to your organization’s goals.
Liza Wisner is one example of the the talent available to assist you in building a relevant content library of high quality courses. In addition to her expertise in DEI topics, Liza has 17 years in the public sector, building training programs for the City of Corpus Christ TX, as well as neighboring cities and counties.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 16 of 103
You will be able to select exactly the courses you want to have in front of your learners.
Having a Curated selection of relevant courses makes it much faster and easier for your learners to find what they need, leading to a better experience and increased utilization.
Liza and our Curation Team are just one of the included support resources you get with OpenSesame. You will also have a dedicated Customer Success Manager, Implementation Support, Marketing tools and resources and 24-hour product Support for you and your learners with some of the fastest response SLA’s in the industry: answer all chats within 15 seconds and all emails within 15 minutes!
**A brochure detailing the services provided to valued our government customers is included. See Attachment 1: OpenSesame Brochure
TAB B (6.5) – Experience and References
Provide a summary of your firm's experience in providing these or similar services. Provide a minimum of three (3) references for projects or services similar in nature and scope that your firm's team members have completed in the last five (5) years. Include brief descriptions of the projects, dates, client names and contact persons' names, addresses and telephone numbers.
Public sector references and projects including an integration with Oracle Cloud ERP are preferred.
In the previous tabs, we have extensively detailed our capabilities, capacity, and LMS design and installation excellence. Following, please find a handful of cases studies, documentation of past performance and references to answer to this Tab B requirement.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 17 of 103 Case in Point: Franciscan Alliance, of Indiana – one of Learnsoft’s larger implementations (45,000+ active users on the system), found itself in the following predicament – Large LMS vendors, some of whom only provided hosted solution options, and others, whose primary software expertise did not lie in learning management systems, but rather in HRIS and Accounting systems, were very expensive. They also did not offer the option of being able to customize their solutions. Being global software companies, their priorities were with their larger global clients.
“We had a disastrous experience with a large national vendor followed by 2-3 other LMS failures – which led us to try Learnsoft’s customizable solution which represented a significant savings in dollars” – Franciscan Alliances VP HR We’re confident you’ll find the following references more than sufficient in showcasing our scope of work and customer satisfaction.
Learnsoft Past (and Current) Performance and References
State of Iowa Department of Administration
Name of Client: State of Iowa (all agencies/departments) Name and Title of Client Contact Person: Kim Hanson – CPM Coordinator Training Specialist
Client Contact Phone Number: 515-401-9542
Date or time period of work performed: 2017-Current
Number of active system users: 392,000+
Description of project/services rendered and its use of technology:
The State of Iowa has implemented Learnsoft’s LMS System for all agencies and has been using the system since 2017. Iowa’s Department of Human Services has also opened our LMS to the general public of Iowa for Mandatory Reporter training like Adult and Child Abuse. The State of Iowa is a state government agency using Learnsoft’s LMS, which includes the Iowa DOE. There are now more than 390,000 users that have logged into the LMS.
Learnsoft provides the State of Iowa with an organization wide Learning Management System, and therefore understands and works with the ever- changing landscapes within State Government. One departmental example - IowaDOT was the first Iowa department to implement the solution – and at a later stage, the State has expanded its use to other departments within the State.
They have approximately 7,200 profiles on the system – that comprise not only employees, but also external city/county users as well as certificate holders (non- DOT users). We customized the payment routines specifically for them, as well as their non-employee user registration workflows and interfaces.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 18 of 103
State of Kansas
Name of Client: State of Kansas (all agencies / departments) Name and Title of Client Contact Person: Kraig Knowlton - Director of Personnel Services
Client Contact Phone Number: 785-296-1082
Date or time period of work performed: 2020-Current
Number of active system users: 31,000
The Kansas Learning and Performance Management System (KLPM), which is Learnsoft’s LMS System is the LMS and TMS for the entire State of Kansas including the Department of Education. The State began with the implementation for KDOT (Dept. of Transportation) – and today the entire State utilizes Learnsoft’s LMS (over 30,000 users).
1. Date implementation started and ended - 2020 to current
2. Size of the reference organization – 25,000 employees
3. Clear description of the services for which the Bidder was responsible – Learning & Talent Management System
4. They use Learnsoft’s LMS as a centralized application for the entire organization and we are deployed in the DOE.
5. Technical solution deployed - LMS
6. Final results of the Project – Organization wide Learning Management System
Learnsoft worked with multiple admin levels during, and after, implementation to customize user profile records specifically for the state of Iowa (by agency) to maximize system usage and effectiveness. This allows each agency the most efficient LMS possible for their admins and users.
State s of Indiana and Illinois – Franciscan Alliance
Name of Client: Franciscan Alliance - State of Indiana and Illinois Name and Title of Client Contact Person: Karen Smithers - Administrative Director Human Resources Operations
Client Contact Phone Number: 317-782-6318
Date or time period of work performed: 2009-Current
Number of active system users: 45,000+
Description of project/services rendered and its use of technology:
Franciscan Health is the name under which the Franciscan Alliance, Inc., a Catholic healthcare system, operates. It operates 11 hospitals serving Indiana and one hospital in Illinois and employs over 45,000 full- and part-time employees.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 19 of 103 Franciscan Alliance is under the sponsorship of the Sisters of St. Francis of Perpetual Adoration, Inc. Learnsoft has had our LMS deployed at Franciscan Alliance for more than a decade.
Franciscan Alliance introduced Learnsoft to AHA/RQI and we integrated ACLS/BLS/PALS with Learnsoft's LMS. Franciscan’s HR stack consists of the applications below and Learnsoft fully integrates to their HCM and EMR.
1. HCM – Workday
2. LMS – Learnsoft's LMS/TMS
3. EMR – EPIC
Franciscan Alliance is the largest health system in the State of Indiana with more than 45,000 users with multiple hospitals and facilities. Learnsoft is able to combine a unique blend of experience across healthcare clients, such as Franciscan, along with multiple State Governments to apply lessons learned and best practices to every client.
State of Louisiana – Ochsner Health
Name of Client: Ochsner Health - State of Louisiana
Name and Title of Client Contact Person: Rachel Glennon Manager – OLN Client Contact Phone Number: 504-842-2393
Date or time period of work performed: 2020-Current
Number of active system users: 80,000+
Description of project/services rendered and its use of technology:
Ochsner Health System is a not-for-profit health system based in the New Orleans metropolitan area of southeast Louisiana, United States. As of 2021 it is the largest non-profit, academic healthcare system operating in Louisiana, with 40 medical facilities across the state. Its flagship hospital, Ochsner Medical Center, has been ranked the number one hospital in Louisiana for the past decade. It also has other clinics and medical centers in Greater New Orleans, Baton Rouge, Shreveport, Monroe, Lafayette, and other locations across Louisiana and Mississippi.
Learnsoft won the Ochsner LMS RFP against Cornerstone OnDemand, Saba and HealthStream. The previous vendor was Saba (now purchased by Cornerstone OnDemand). Ochsner Health requires that Learnsoft’s LMS integrate with Salesforce and other 3rd party applications such as:
1. HCM - Workday
2. LMS - Learnsoft's LMS/TMS
3. EMR - Epic and AllScripts
Ochsner Health is one of the largest health systems in the country with more than 80,000 users with multiple hospitals and facilities. Learnsoft is able to combine a
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 20 of 103 unique blend of experience across healthcare clients, such as Ochsner, along with multiple State Governments to apply lessons learned and best practices to our clients.
State of New York – Northwell Health
Name of Client: Northwell Health – Long Island, New York Name and Title of Client Contact Person: Dimitry Trembitsky – Director, IT Client Contact Phone Number: 631-414-8607
Date or time period of work performed: 2015-Current
Number of active system users: 120,000+
Description of project/services rendered and its use of technology:
Northwell Health is a nonprofit integrated healthcare network that is New York State's largest healthcare provider and private employer, with more than 81,000 employees. The flagship hospitals of Northwell are North Shore University Hospital and Long Island Jewish Medical Center (LIJ Medical Center).
Northwell is one of our larger implementations. Currently they have over 120,000 users on the system. We have been working closely with them on all their Clinical and Non-Clinical implementation, and we customized a number of reports that their team requires for this purpose. In 2020 alone, as Northwell ramped up preparing their team to meet the Covid-19 challenges, our system assigned over 255,000 courses to over 120,000 users.
Northwell Health is a teaching hospital and biomedical research facility and offers training programs for medical students, residents, fellows, nurses, and allied health professionals. This is a great example of Learnsoft providing a long term, enterprise LMS solution to an education-based organization. Our experience with healthcare education organizations, combined with our State Government experience applies directly, and will directly benefit, every one of our clients.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 21 of 103 TAB C (6.6) – Qualifications of Team
Provide a brief summary of the role, qualifications and experience of each team member and designated project manager/lead assigned to this project, including length of service with the firm and the qualifications/experience of any sub-consultant or sub-contractor staff on your project team. A project team organizational diagram and brief resume of each team member and the designated project manager/lead for each applicable category shall be included. The geographic location of the firm and key personnel shall also be identified. Any proposed sub- consultants or sub-contractors shall be listed. Include sub-consultant's and subcontractor's assigned task(s) and experience. Full resumes may be included in the appendix.
Learnsoft typically assigns a four-person project team to each of its client installations. All personnel dedicated to this project would be based in the States of Texas and California. Our roles are outlined and detailed below:
Project/Implementation Manager (dedicated)
The Project Manager is a dedicated resource to the client throughout the length of the contract.
Learnsoft utilizes an AGILE project management methodology and uses Microsoft Project for managing the implementation process. We typically quote a 90-day implementation timeframe for an installation the size of this Statement of Work. Typical activities include (but are not limited to):
Establish an implementation schedule that captures tasks, deliverables, and milestones for successful LMS deployment that is visible to the entire team and stakeholders. Hold project status meetings and create detailed reports/dashboards that provide relevant updates related to schedule progress, accomplished, and planned activities, risk and mitigation strategies, to ensure effective communication amongst all parties involved.
Ensure all deliverables and documentation required are technically accurate, reviewed, and delivered on time.
Client Success Director
Client Success Managers work directly to assure clients’ technical and platform requests are met by collaborating with internal stakeholders within operations, development, and go-to- market teams. We work directly with clients to develop strategies for:
Successful technology transitions
Technology testing
Fostering technology adoption
Leading Learnsoft training and course planning
Client Operations Director
The Client Operations Director manages both the Project Manager and the Client Success Director and is in place to ensure a successful implementation and project. Our Client Operations Director has been with Learnsoft for 8 years and has overseen all of our Government implementations and will be uniquely able to apply that experience and knowledge to you. Typical activities include (but are not limited to):
Ensuring project timelines are met
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 22 of 103 Ensuring collaboration and communication between the operations and implementation teams
Face of accountability to client
Manager of internal Learnsoft resources
Product Development/Management
Our Product Manager shines during the Configure Phase of the Implementation. The Product Manager’s main goal is to configure the LMS to and for our Client. The Product Manager works with you to configure the site (branding and design), ensure technical specifications are met and set appropriately, import student demographic data and education history, migrate courseware, set up roles, complete quality assurance testing, share site validate materials, and secure your acceptance of the hierarchy/configuration. Typical activities include (but are not limited to)
Install Client Specific LMS Site and provide SFTP/FTP Access Ensure Technical Requirements are met and configurations options are applied Migrate User Data over from Client legacy systems
Set up SSO/Authentication integration
Content integration – Migrate ILT/CBT and associated course data.
Learnsoft proposes the organizational structure below to exceed the requirements of this project:
Personnel
Jen Meyer – Chief Operating Officer and Director of Project Management As chief operating officer at Learnsoft, Jen Meyer is responsible for the strategic and day-to- day operations of the company. She brings more than 20 years of technical operations experience to Learnsoft. Her experience and leadership have been focused on developing and delivering technology-centered business solutions, delivering outstanding customer service, focusing on profitable growth.
Chief Executive
Officer
Chief Technology
Officer
Product Development
& Management
Deep Chopra
Chief Operating
Officer
Director, Client
Operations
Jen Meyer
Project Manager
Chris Tillack
Client Success
Director
Courtney Bentley
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 23 of 103 Prior to joining Learnsoft in 2022, Jen was Deputy CTO and Managing Director for StepStone Group (formerly Greenspring Associates), a venture capital and private equity firm focused on the funding and support of rapidly growing, technology-driven companies. Responsible for the technology, data and operational processes of the organization, representing over $20B of assets under management. Jen was also Senior Vice President of Global Operations at Zerofox, a cybersecurity company, building its domestic technical operation footprint and expanding the team globally across four continents in less than two years (ZFOX IPO, 2022). In addition, Jen served for over ten years in various senior leadership positions with Betamore, an incubator and startup accelerator as CEO, and in COO roles running innovation and operations.
Jen has also served on multiple early stage and not for profit boards and is an angel investor.
She currently is a board member for MSH Talent Solutions and Aeon. She has been recognized for her work and commitment to technology by the Daily Record Innovator of the Year, Baltimore Business Journal Tech 10, Maryland Incubator of the Year Award and Baltimore Sun 50 Women to Watch.
Education
Jen has a Master of Business Administration from Loyola University Business School and a Bachelor of Science from Frostburg State University, University System of Maryland.
Deep Chopra – Director of Product Development
From developing a product to leading a team of developers to C-Level interactions, Deep is an individual with a wide array of Learning management system industry experience - a career that has spanned over 18 years. Driven, self-motivated and analytical, Deep takes a pragmatic approach whether it be coding or working with people. From addressing and resolving complex client issues, overseeing technical implementations and integrations, Deep has a proven track record of sustained client success.
Education
Bachelor of Science, Computer Science Hawaii Pacific University, Honolulu, HI Technical Certification: Microsoft Certified Professional (SQL Server System Administration)
Experience
Director Of Product Development - Aug 2016 - Present
Development Team Lead - May 2013 - Aug 2016
Senior Software Engineer, Technical Project Manager - Jun 2010 - May 2013 Software Engineer - Feb 2004 - Jun 2010
Courtney Bentley, Director of Client Success
Keenly focused on the entire client journey, Courtney works directly to assure clients technical and platform requests are met by collaborating with internal stakeholders within operations, development, and our go-to-market teams.
Courtney brings over 20 years of experience in corporate and higher education as a faculty member, instructional technologist, and technology leader. Prior to joining Learnsoft in 2023, Courtney was Senior Director of Customer Success for a SaaS based LMS company leading an international team of Tier 1 and 2 technical support specialists, Solutions Architects, and DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 24 of 103 Onboarding product managers. Under her direction, the team consistently maintained >98% CSAT ratings and initial ticket response times of under one hour while supporting 1,300 clients worldwide. Courtney has broad exposure to the higher education and corporate learning space through a variety of roles including Account Manager, Director of Customer Solutions, and Vice President of Services.
She has extensive experience developing strategies for technology transitions, organizing successful technology testing, leading technology adoption, technology training, course planning, and teaching with technology from her roles as Director of Instructional Technology at Lafayette College in Easton, Pennsylvania, and an Instructional Technologist at the University of Michigan-Flint.
Education
She holds a B.A. from Louisiana College and an M.A. from the University of Memphis.
Chris Tillack – Project/Implementation Manager
Chris has over 8 years of varying project management experience, his skillsets and knowledge span over areas such as healthcare, government, Information Technology, and large-scale mergers and divestitures. Chris honed his skills on IT Project Management specifically in PMO development. Chris works collaboratively with our internal resources and customers to certify implementation of our products are completed efficiently, effectively and on time. He also diligently identifies risks and addresses any issues as they populate during a project phase in order to help problem solve and employ viable solutions.
Education
He has a B.A. from University of Central Florida
Client -Provided Resources
Learnsoft generally requests two main roles from each Client. These two main roles would spend the most time with the project. They would manage tasks and the teams laid out in the image below which depicts typical resources from the Client throughout the lifecycle of the project.
Generally, the teams are specialized and in and out of the project as their specific milestones are met. The Project Manager and Verifier would manage all tasks and live with the project until Go-Live and beyond, where needed.
Project Manager – The person who is responsible for overall planning and tracking of the development project activities.
Verifier – The person who determines whether an implementation milestone was completed to satisfaction and provides final sign off.
Learnsoft is happy to supply full resumes of each team member that will be assigned to this contract. However, we feel doing so at this juncture is overkill.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 25 of 103 TAB D (6.7) – Project Plan and Proposed
Solution
Learnsoft submits the following as a recommended, but sample implementation plan. This plan is derived using our years of experience with state governments gaining best practices and lessons learned directly from that experience.
Integration and Interoperability are key tenets to high functioning organizations. This is a delicate balance of people, process, and technology. Below is a visual representation of how Learnsoft and the client will collaborate to design, plan, and implement a world class LMS.
Methodology, Workplan and Implementation Plan
Please provide information about your firm's standard methodology for delivering the solution.
General Requirements:
Learnsoft understands that success entails more than providing the right resource at the right time. It requires a well-integrated and well-managed team that minimizes the management and administrative burden on the client. To help effectively manage scope, schedule, cost, change, quality, and risk, we will utilize the implementation methodology outlined below and extensive prior state government program and project management experience as our guideline. Learnsoft will assign the client-specific Project Manager to be responsible for all client communication and contract level requirements and topics. They will monitor the project at the contract level (focusing on processes related to the contract, continuous performance improvement, and business results) to verify we meet expectations and provide the client with the value it expects.
This promotes seamless delivery and maximum impact on the client’s mission in a timely and cost-effective manner.
Implementation/Project Management activities will include, but not limited to the following:
Establish an implementation schedule that captures tasks, deliverables, and milestones for successful LMS deployment within the client that is visible to the entire team and stakeholders.
Hold project status meetings and create detailed reports/dashboards that provide relevant updates related to schedule progress, accomplished, and planned activities, risk and mitigation strategies, to ensure effective communication within the team, to the client , and any other parties involved.
Ensure all deliverables and documentation required are technically accurate, reviewed and delivered on time.
SCOPE AND IMPLEMENTATION TIMELINE
To assist with the implementation of the LMS, Learnsoft will use the following implementation methodology proposed below.
Phase 1: Define
Phase 2: Configure
Phase 3: Initiate
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 26 of 103 Phase 4: Optimize
Define:
The objective of this phase is to mobilize the Client for the implementation project for the LMS.
In this phase, we will convene a needs assessment meeting and working with the Client to develop a detailed implementation and project plan. We will then plan and facilitate a kickoff meeting in which we confirm the objectives of the project and review the approach and schedule.
We will then design your hierarchy during to accommodate your learning approach based upon your desired methods for developing and assigning training.
Configure:
The objective of this phase is to configure the LMS for our Client. We will work with you to configure the site (branding and design), ensure technical specifications are met and set appropriately, import student demographic data and education history, migrate courseware, set up roles, complete quality assurance testing, share site validate materials, and secure your acceptance of the hierarchy/configuration.
Initiate:
The objectives of this phase are to prepare the Client and the configured LMS for Go-Live and launch. We will conduct training, activate the site, develop an HLC launch kit, convene best practices calls, configure classrooms and resources, develop assignments, assist with marketing and marketing efforts, and launch site(s).
Optimize:
The objective of this phase is to optimize the use of the LMS to ensure long-term success. We will help establish quantifiable goals, transition support to Customer Support/OPS, convene best practices call, and conduct an implementation closeout meeting.
Phase Task Description
Define Transition from
Sales to Operations
Team
Client is introduced to the Implementation Project
Manager who will lead the onboarding effort from the
Learnsoft side.
Client Kickoff
Meeting and Initial
Systems/Project
setup
Client and Learnsoft Project Manager schedule
date/time for respective sponsors, managers, and team
leaders to meet and discuss the project from a high-
level perspective.
Client is provided with a MS Teams-based Client
Implementation Site where documentation, data,
project plans, milestones and even a project countdown
can be easily shared and distributed.
Project
Management
Client is provided with a detailed, initial project plan aligned with client specified Go-Live dates and
requirements.
Learnsoft and Client Project Manager review and
adjust the plan to mutually satisfactory settings, set up regularly scheduled meetings, assign technical teams
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 27 of 103 and follow industry best practices to manage project
implementation through Go-Live and Client Sign Off.
Configure
Install Client
Specific LMS Site
and provide SFTP
/ FTP Access
Client is provided with access to a client specific
sandbox-testing website on the Learnsoft Cloud and
dedicated client specific SFTP and FTP access for
client data transfer.
Ensure Technical
Requirements are
Met and
Configurations
Options are
Applied
Client is provided with technical requirements and
access documentation and the Learnsoft Technical
Team will work with the client to configure the system
to client specific parameters.
Migrate User Data
from Client HR
System
Client is provided with data templates and definitions to allow for easy mapping of HR System Data into
their new LMS.
Technical teams meet to walk through templates,
answer questions and help set up and import initial test files.
Upon sign off Dev and Client HRIS Team Automate
Daily HR File Import Process (there is also an API
Option for real-time update).
(Optional) Set up
SSO /
Authentication
Integration
The client is offered enhanced security options through SSO / Authentication processes, including use of most
standard methodologies (Azure, ADFS, SAML, etc.).
The Learnsoft Dev Team will work with the client to
set-up, test and implement SSO /Authentication
protocols. The system will allow for multiple protocols for clients who may require different login methods.
Content
Integration –
Migrate ILT / CBT
and associated
Course Data
Client is provided with data templates, definitions and even sample date to allow for easy mapping of
Instructor Led Training (including Live Webinar
Classes) and Computer Based Training courses,
scheduled classes, and associated data elements (e.g.,
test, attachments, evaluations, paper certificates) into their new LMS.
Learnsoft and Client Content and Admin teams meet to
walk through templates, answer questions and help set
up and import course data.
Client is also taught how to both upload additional
content individually and in bulk.
Migrate Historic
User Data
Client is provided with a data template, definitions and even sample data to allow for easy mapping of historic
data allowing your new Learnsoft LMS to offer users
the ability to see transcript information even if
completed in the prior system.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 28 of 103 Learnsoft and Client User Session Data and Admin
teams meet to walk through the template, answer
questions and help set up and import the historic data.
Client is provided option to limit or extend the look-
back period to align with client compliance and
business needs.
Site Branding and
Design
Client is provided with a data template, definitions, and sample data to enable quick site design using client
provided graphics / logos, colors and training site
naming.
The system allows for multiple design options for
clients with such needs (e.g. State Government with
different branding for key agencies).
Learnsoft Design Experts will meet with your design
teams to walk through documentation, answer
questions, implement, test, and adjust as needed to
ensure branding/design aligns with client preferences.
System Security
and Access –
Groups and
Policies Setup
Security is paramount for Learnsoft and our clients.
Accordingly, client Admins have pinpoint control
regarding the data users can see and the functionality
they can access.
Learnsoft Policies allow for access (Full Control, Read Only, Create Only, Edit Only and No Access) to key
system features, functionality, and unlimited group
creation.
Learnsoft Security and Technical Team member will
work with the client to setup, apply initial Groups and Policies, and train client Security Admins how to do so at client Admin level.
Reports Client is provided with access to all reporting elements Initiate Sandbox Testing
Process & Sign
Off
Learnsoft Project Manager and Technical Teams work
with Client Project Manager, HR Data, User Data,
Content, Design and other technical teams to upload,
review, test and train client on system, modules, data, functionality in client specific Sandbox Test Site.
Learnsoft works with client to sign off on Sandbox
prior to deployment on Production Site.
Training and
Documentation
Learnsoft and Client Project Managers coordinate and
schedule training needs for the client organization.
Client LMS Admins and Internal Trainers are provided
multi-day, multi-level onsite training and Learnsoft,
upon request, can provide initial half-day-training
sessions for top LMS Managers and Instructors.
Training manuals, Power Points and videos are made
available for all key group roles through a User Help
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 29 of 103
Integration and Interoperability Plan
Here is a typical example of Learnsoft’s High-Level Integration and Interoperability Plan.
Learnsoft’s platform was built on open architecture to ensure accessing your information across multiple platforms is as easy as possible. Our best practice is to follow your data and technology practices, not the other way around. For example, one of our larger customers with 70K FTE approached us earlier this year with the need to build a true integration with Salesforce. We were able to quickly accommodate. Outlined below are the key steps we take to ensure your data is migrated efficiently and accurately, as well as deliver seamless integrations to your new and existing enterprise information systems.
1) Transition from Sales to Operations Team
Tab and these training video can also be auto run or
assigned to Users when first accessing the system.
Admins have access to a full library of documents and videos on the Learnsoft Help Wiki.
Production
Deployment and
Go-Live
Learnsoft Project Manager, Technical Lead and Dev
Teamwork with LMS Client Admins prior to Go-Live,
including training and testing of client assignments
(automated enrollment of users into courses based on
admin defined user scope).
Additional support, training and technical resources for the period just prior and post Go-Live to support the
client process and quickly resolve any issues.
Optimize Ongoing Usage
and Support
Phases of
Learnsoft
Operations Client
Journey
Assigned Project Manager Support: Clients are
provided with an assigned Learnsoft Project manager
who will provide ongoing support and training,
schedule and lead regular) status calls and quarterly
QBR sessions. Project Managers will also work with
the client to create and manage client Enhancement
Requests and be the main point of contact for client /
system satisfaction and well-being.
Help Desk Support: Top Client Super Administrators
(and requested additional admins) provided access to
Learnsoft Help Desk Ticketing System and Phone
Support for day-to-day support.
System Self-help: Learnsoft Administrators are
provided access to Learnsoft Help Tabs which include
User, Manager, Instructor and Admin User Guides,
Power Points and Videos and Admins have access to a
full library of documents and videos on the Learnsoft
Help Wiki Site,(also, accessible through the Help Tab).
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 30 of 103 Client is introduced to the Implementation Project Manager who will lead the onboarding effort from the Learnsoft side.
2) Client Kickoff Meeting and Initial Systems/Project Setup Client and Learnsoft Project Manager schedule date/time for respective sponsors, managers, and team leaders to meet and discuss the project from a high-level perspective. Client is provided with an MS Teams-based Client Implementation Site where documentation, data, project plans, milestones and even a project countdown can be easily shared and distributed.
3) Project Management
Client is provided with a detailed, initial project plan aligned with client specified Go- Live dates and requirements. Learnsoft and Client Project Manager review and adjust the plan to mutually satisfactory settings, set up regularly scheduled meetings, assign technical teams and follow industry best practices to manage project implementation through Go-Live and Client Sign Off.
4) Install Client Specific LMS Site and provide SFTP / FTP Access Client is provided with access to a client specific sandbox-testing website on the Learnsoft Cloud and dedicated client specific SFTP and FTP access for client data transfer.
5) Ensure Technical Requirements are Met and Configurations Options are Applied Client is provided with technical requirements and access documentation and the Learnsoft Technical Team will work with the client to configure the system to client specific parameters.
6) Migrate User Data from Client HR System
Client is provided with data templates and definitions to allow for easy mapping of HR System Data into their new LMS. Technical teams meet to walk through templates, answer questions and help set up and import initial test files. Upon sign off Dev and Client HRIS Team Automate Daily HR File Import Process, (There is also an API Option for real-time update).
7) (Optional) Set up SSO / Authentication Integration
The client is offered enhanced security options through SSO / Authentication processes, including use of most standard methodologies (Azure, ADFS, SAML, etc.). The Learnsoft Dev Team will work with client to set-up, test and implement SSO /Authentication protocols. The system even allows for multiple protocols for clients who may require different login methods.
8) Content Integration – Migrate ILT/CBT and associated Course Data Client is provided with data templates, definitions and even sample date to allow for easy mapping of Instructor Led Training (including Live Webinar Classes) and Computer Based Training courses, scheduled classes and associated data elements (e.g. test, attachments, evaluations, paper certificates) into their new LMS. Learnsoft and Client Content and Admin teams meet to walk through templates, answer questions and help set up and import course data.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 31 of 103 Client is also taught how to both upload additional content individually and in bulk. 9) Migrate Historic User Data
Client is provided with a data template, definitions and even sample data to allow for easy mapping of historic data allowing your new Learnsoft LMS/LXP to offer users the ability to see transcript information even if completed in the prior system. Learnsoft and Client User Session Data and Admin teams meet to walk through the template, answer questions and help set up and import the historic data. Client is provided option to limit or extend the look-back period to align with client compliance and business needs.
10) Site Branding and Design
Client is provided with a data template, definitions and even sample data to enable quick site design using client provided graphics/logos, colors, and training site naming. The system even allows for multiple design options for clients with such needs (e.g. State Government with different branding for key agencies). Learnsoft Design Experts will meet with your design teams to walk through documentation, answer questions, implement, test, and adjust as needed to ensure branding / design aligns with client preferences.
11) System Security and Access – Groups and Policies Setup Security is paramount for Learnsoft and our clients. Accordingly, client Admins have pinpoint control regarding the data users can see and the functionality they can access.
Learnsoft Policies allow for access (Full Control, Read Only, Create Only, Edit Only and No Access) to key system features, functionality, and unlimited group creation. Learnsoft Security and Technical Team members will work with the client to set up, apply initial Groups and Policies, and train client Security Admins how to do so at client Admin level.
12) Reports and Graphs
Reports and graphs generated via user defined parameters. 13) Sandbox Testing Process and Sign Off
Learnsoft Project Manager and Technical Teams work with Client Project Manager, HR Data, User Data, Content, Design, and other technical teams to upload, review, test and train client on system, modules, data, functionality in client specific Sandbox Test Site.
Learnsoft works with the client to sign off on Sandbox prior to deployment on Production Site.
14) Training and Documentation
Learnsoft and Client Project Managers coordinate and schedule training needs for the client organization. Client LMS Admins and Internal Trainers are provided multi-day, multi-level onsite training and Learnsoft, upon request, can provide initial half-day training sessions for top LMS Managers and Instructors. Training manuals, PowerPoints and videos are made available for all key group roles through a User Help Tab and these training videos can also be auto run or assigned to DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 32 of 103 Users when first accessing the system. Admins have access to a full library of documents and videos on the Learnsoft Help Wiki.
15) Production Deployment and Go-Live
Learnsoft Project Manager, Technical Lead and Dev Teamwork with LMS Client Admins prior to Go-Live, including training and testing of client assignments (automated enrollment of users into courses based on admin defined user scope). Additional support, training, and technical resources for the period just prior and post Go- Live to support the client process and quickly resolve any issues. 16) Ongoing Usage and Support Phases of Learnsoft Operations Client Journey Help Desk Support -- Top Client Super Administrators (and requested additional admins) provided access to Learnsoft Help Desk Ticketing System and Phone Support for day-to- day support.
System Self Help -- Learnsoft Administrators are provided access to Learnsoft Help Tabs which include User, Manager, Instructor and Admin User Guides, PowerPoints and Videos and Admins have access to a full library of documents and videos on the Learnsoft Help Wiki Site (also accessible through the Help Tab). 17) Interoperability
Integration and Interoperability are key tenets to high functioning organizations. This is a delicate balance of people, process, and technology. Below is a visual representation of how Learnsoft and the client will collaborate to design, plan, and implement a world class learning management system. Learnsoft has had many existing clients convert to Learnsoft because their existing HRIS-LMS provider made it difficult for them to access their data at the right time and had limited flexibility in site configuration (fields, roles, privileges, views).
Please describe and illustrate the module(s) included in the Learning Management System including:
Solution and Modules
The name of the solution, the names of the key modules, and the purpose of each module.
ADMINISTRATION / CORE DATABASE / SETUP
This module is the core of the LMS system and is used to set up the SQL databases in the system, the initial database structure, and the parameter files for customization within LMS.
ENROLLMENT & REGISTRATION
Enrollment and registration are managed by this module – for instructor-led classes, web-based courses, and web conferencing sessions. It supports calendars, multi-level user-defined catalogs, lock bookings, wait-lists, reminders, and accreditation.
Reminder Module
The LMS provides an ‘engine’ whereby administrators of the system can create their own reminders, with the user defined mail merge e-mail templates, which can be triggered DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 33 of 103 based off the status and timings of the course. These e-mail reminders can be targeted to various groups in the organization.
Accreditation Module
Administrators of the system can create accreditations based on the sponsors and accrediting boards. Each course can have multiple accreditations based on the target learner, each with their own specific assessment, evaluation, license, and certificate.
ASSESSMENTS
The LMS provides an ‘engine’ whereby administrators of the system can create their own pre and post assessments, with user defined question types, and allowing for a variable number of question assessments that can also be randomized.
REPORTING
Reports and graphs generated via user defined parameters.
WBT LAUNCH
This module supports the launching of web-based courses that are either SCORM or AICC compliant. Full tracking and bookmarking of courses is supported.
e-ZSTUDIO
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 34 of 103 The LMS includes a web based collaborative e-learning content development tool. e-ZStudio is a robust e-Learning authoring system that brings new meaning to the term teamwork. With its powerful web-based WYSIWYG authoring environment, no programming is needed to create amazing interactive e-learning content.
DIGITAL DOCUMENTS
There is an option in The LMS to attach digital documents to courses and users. Full security is associated with access to these documents. Documents can be course attachments like white papers or collateral information. Or they can be standard operating procedures for managers/users.
EXPENSE / BUDGETING
This module allows for the control of expenses related to delivering and managing a course. It can also keep track of costs related to a particular training event. It also has features that can track budget vs. actual costs of a training program.
SUPPORT – BULLETIN BOARD / CHAT
Chat: This option allows the user to chat with other users in The LMS (if other users are also online in Chat Mode.)
Forums: This option allows the user to create a forum thread. A user can post questions/inquiries on the thread and other users can reply to these questions.
E-mail: This option allows a user to send e-mail to an Administrator, Manager, or Instructor. The user also has the option to attach any type of attachment with this email.
WEB SERVICE - API
This module allows access to Learnsoft’s LMS by a foreign system, through a web service. It allows non- LMS systems to access The LMS file structure, and perform LMS functions without being an LMS client.
ERP COMMUNICATION LINK
This is a customized program interface written specifically for each client. It allows the LMS to both import and export data of a foreign ERP, HR or accounting system. Information transferred includes details on users, courses, transcript, etc.
WEB CONFERENCING
The system permits the creation of a web conference course in the same way as it does in creating a normal ILT course. The only difference with this is that the course will launch like a WBT course (which will be a link to a server like WebEx, Adobe Connect, or GOTO Meeting).
e-COMMERCE
If the client has a requirement to charge for courses taken, this module allows a user to submit a credit card payment for a course. The LMS then forwards the transaction onto VeriSign for authorization, which then allows for integration to the client’s bank account.
EVENT MANAGER
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 35 of 103 The LMS has functionality to manage attendance at events or conferences. Attendance to sessions or seminars is managed via access codes, and these can link to accreditations within the LMS. Self-registration and the uploading of attendee data to The LMS is also supported.
MOBILE LEARNING
Users who wish to access the LMS from a mobile device can do so – to, amongst other things, view their profiles and transcripts, take tests, complete evaluations and take courses. Currently the LMS supports the following platforms – iPad/iPhone, Android, and BlackBerry.
ASSIGNMENT SCHEDULER
The Assignment Scheduler is an automated set of business processes defined as rules, set up by the administrator of the system. The scheduler will automatically assign classes and procedures to users of the system, dependent on them meeting the criteria contained in the business rules.
This scheduler is a web service that can be run at any interval (nightly, each week, or each month – user defined). It is an ideal tool for managing compliance training – for example, reminding and assigning users of when training is due.
MANAGEMENT IMPACT
This module requires that a student complete both an evaluation and a ‘management by objective’ questionnaire before they are given credit for a particular course. A manager or user can define the objectives for this course.
REAL TIME VIDEO
The LMS can initiate webcams and capture video for both web conferencing purposes, as well as uploading video to a user’s profile. An example of the latter is where (remote) users can, in conjunction with the Management Impact module, upload video clips to their profiles, of them performing tasks to demonstrate their proficiency in successfully completing an objective/project.
STAFF RETENTION
A case can easily be made that organizations lose employees due to inadequate job training. This module provides tools, surveys, and analysis that help identify which employees may be experiencing challenges in their job. The assignment of mentors, gaining peer input, providing better data describing the organization’s goals, products, and customers – and identifying courses that may assist in retaining the employee are all features of this module.
EVALUATIONS and SURVEYS
The LMS is a plug and play application and allows administrators of the system to create libraries (repositories) of evaluations and surveys. When building courses, individual evaluations and surveys from the repository pool can be attached to specific courses. For example, Survey 12 can be attached to Course 57.
ANALYTICS and REPORT BUILDER
Currently, the system supports three types of analytic dashboards – each of which can be customized per user group – and includes administrator/manager, instructor and user dashboards.
The progress and learning status of users is displayed in a simple graphical format. The Report Builder is a tool that is typically only used by administrators of the system, to design custom DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 36 of 103 reports. The LMS data dictionary is made available to help custom design these reports and graphs.
Solution Benefits
How the system will benefit the City in areas of efficiency and automation.
The Learnsoft LMS is a fully customizable Learning and Talent Management cloud-based platform that is also out of the box capable. This means it:
Accelerates time to job competency
Prepares for the future of learning and development
Reports on everything in a easy to build and view way
The Learnsoft LMS automates, and make vastly more efficient, all the processes , and more, as diagramed in the following illustration:
For example, Our integrated Talent Management Software (TMS) platform makes it simple for building effective employee performance development plans and engaging workers across all levels and locations. Our talent management software features a variety of beneficial tools including; 360 evaluation, skills gap assessment, development planning, goal management, and succession planning.
Furthermore, Learnsoft reimagined organizational learning and compliance training software with a powerful and innovative fully automated and configurable LMS and TMS platform. Our technology eliminates time-consuming onboarding, programming and administration processes so that employees can easily learn and go, and provides managers with real-time status transparency.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 37 of 103 Training and Support
How the Vendor will offer on-going support and maintenance and ensure City staff acceptance of new technology through effective, hands-on training and continuous support.
Training
Learnsoft follows a practiced methodology to align the LMS/LXP with client needs and delivery deadlines. A dedicated client operations manager coordinates the Learnsoft team effort for implementation and training. The client operations manager works closely with a dedicated Learnsoft technical lead who manages the technical implementation and assigns resources to work with and train the client. A series of implementation templates and trainings are made available to allow an easier, quicker integration of data and include areas such as HR File Data, ILT (Instructor Led Training) Course Data, CBT (Computer Based Training) Course Data, Test Data, Historic Completion Data, Facility/Room Data, Catalog Setup and more. The Learnsoft team works with similar peers at the University to ease data mapping from current/prior system into the Learnsoft environment, first in Sandbox testing environment and then in a production environment.
Learnsoft Trainers provide up to 40 hours of onsite/remote (physical or virtual based upon client needs) training to key administrators and the project team in testing, Q/A and Go-Live Cycles.
We use train-the-trainer(s) methodology and delve into both basic and advanced usage, operations, and support activities. Learnsoft can also extend training to key manager and instructor groups if helpful for the client. Because of the ease of system use, a knowledge base, standard user video based training and other easy to use tools, are made available to approved University system users. Creating easy access to users to understand key functionality and the system within minutes. Key training resources and capabilities are outlined below:
1. Learnsoft Trainers provide up to 40 hours of onsite/remote (physical or virtual based upon client needs) training to key administrators and the project team during the implementation process.
2. Learnsoft provides a Knowledge Base, User Guides, Administrative Manuals, PowerPoints, and Training Videos for key user roles including end-users, managers, instructors, and administrators.
3. Learnsoft maintains an administrator-accessible knowledge base providing manuals and videos for all system features including how-to guides for 3rd party integration.
4. Training Videos and Virtual Learning: Learnsoft provides periodic training for platform enhancements and offers administrators access to training videos. In addition, Learnsoft client operations managers will conduct periodic training on new product features for administrators at no additional charge.
5. Learnsoft provides additional training to new administrators for new product functionality at no additional cost.
Support
Learnsoft’s service and support plan is rooted in three pillars: Training, Customer Success, and Support. Proper training enables a confident and competent workforce through while customer success helps sustain adoption and drive innovation and adherence. Support is always there to DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 38 of 103 help troubleshoot issues, implement new ideas and make it as easy as possible for your learners to get in and out of the system as efficiently and effectively as possible.
Training
Details of our training approach can be found immediately above and throughout the body of this proposal.
Customer Success
After Go-Live the client operations manager remains as key contact for ongoing support, enhancements, and training, meeting weekly with top client LMS Admins. Additionally direct access to the Learnsoft Client Support Desk is made available to client assigned Administrators. All Administrators are provided access to the Learnsoft knowledge base for support and training tools. Learnsoft also provides ongoing support webinars and one- on-one training at various points throughout the year and makes these materials and recordings available to administrators in our support knowledge base.
Close relationships with our clients mean customer satisfaction and success are taken personally at Learnsoft. Regular frequent meetings with your account manager are more than a review of open issues and provide an opportunity for ongoing feedback. Quarterly Business Reviews with members of the Learnsoft leadership team are another opportunity to provide feedback. Periodic client surveys and CSAT surveys on tickets and other interactions afford us many data points to assure our client needs are being meet.
Support
Learnsoft’s customer support is paramount to a successful deployment and what our clients rave about. Under promise and over deliver isn’t a catch phrase for us. We take pride in our work and want to ensure that our services and products are truly exceptional, and that we create a best-in-class client support experience.
To that end, Learnsoft strives to make an initial response within the business hour of receiving a support ticket. Tickets are routed to the most appropriate member of our team depending on the type of question or request. Complaints (or praise) are escalated through our Director of Client Success and COO. Their contact information is provided to clients and available in our escalation procedures. Our current average response time for all incoming tickets is currently under 1 hour during normal support hours. Our targeted initial response times for Critical/Emergency site down are 1 hour, High 4 hours, and Normal priority 8 business hours.
Learnsoft contractually guarantees a 99.7% uptime of the platform. Technical support for Critical/Emergency site down and High issues resulting in serious disruption of a major business function are supported 24/7. Our Learnsoft team is distributed across the continental United States. We make every effort to accommodate client timeframes, but Standard Support Hours are currently 8:30AM to 5:30PM PST (9:30AM - 6:30PM Mountain), except weekends and national holidays. Critical/Emergency site down types of issues are handled 24/7.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 39 of 103 We ask that all support requests and conversations go through the Learnsoft support portal so we can better track and more quickly address questions and issues. Clients should create a support case for: System or application issues and/or errors; Requests to add or modify modules, settings, or to ask what’s possible; General help with the application; Questions for your project manager; SOW or billing related inquiries.
Designated support contacts from your organization will have access to submit and review case history. A simple form or email submission will create a ticket visible by our entire Learnsoft team. After initial review and triage, tickets are escalated internally to the most appropriate resource to respond and work toward resolution with you.
Learnsoft has a Prioritization and Roadmap process managed by the Product Management team to both assess and prioritize platform enhancements. These enhancements may originate from the customer or internally from the Learnsoft team.
Enhancements and features are evaluated against other features with feedback from stakeholders and customers considered. Every feature set is estimated and scheduled into the delivery roadmap. All features, enhancements, and bugs also pass through the standard development and deployment process, ensuring that they are planned, tested, documented, and communicated.
To this end our team reviews bi-annual client surveys, CSAT ratings, and direct feedback from our clients and makes continuous adjustments to improve our support. Our team is also highly responsive to feature enhancements and new functionality based on client requests and needs. These are reviewed for prioritization in weekly calls and incorporated into the Learnsoft product roadmap as appropriate. Our clients are our greatest asset, and it is our goal to make sure our clients always have an exceptional experience with Learnsoft.
Third Party Involv ement
What 3rd party business partners the vendor users to support their solution.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 40 of 103 Learnsoft plays
well with any
technology;
integrating with any
content source,
HRIS type, or third-
party system.
Whatever
technologies you
are using to make
your business work
we’ve likely
integrated with
successfully with
other Learnsoft
clients. Here are
just a few examples
of our ongoing
partnerships:
Security and Risk Management
What security measures are in place to protect the solution, the data, and the users.
See also Privacy and Data Security immediately following this section, TAB E (6.7) – System Features and Functionality/Data, and Attachments 2: Learnsoft Security and Policy Control and 3: Learnsoft Information Protection Standards.
High -Level Solution and Data Security Plan
Learnsoft takes data integrity and security very seriously. Our Security and Policy Control and Information Protection Standards document is attached for review. Learnsoft agrees to comply with (if not already compliant) all provisions outlined in the contract.
SECURITY AND POLICY PROCEDURE DOCUMENT
Purpose
This policy establishes the Enterprise Access Control Policy, for managing risks from user account management, access enforcement and monitoring, separation of duties, and remote access through the establishment of an Access Control program. The access control program helps Learnsoft Technology Group implement security best practices with regard to logical security, account management, and remote access.
1. Scope
The scope of this policy is applicable to all Information Technology (IT) resources owned or operated by Learnsoft Technology Group. Any information, not specifically identified as the property of other parties, that is transmitted or stored on Learnsoft Technology Group’s IT resources (including e-mail, messages and files) is the property of Learnsoft Technology Group.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 41 of 103 All users (Learnsoft Technology Group, employees, contractors, vendors, or others) of IT resources are responsible for adhering to this policy.
2. Intent
The Learnsoft Technology Group Information Security policy serves to be consistent with best practices associated with organizational Information Security management. It is the intention of this policy to establish an access control capability throughout Learnsoft Technology Group and its business units to help the organization implement security best practices with regard to logical security, account management, and remote access.
3. Policy
Learnsoft Technology Group has chosen to adopt the Access Control principles established in NIST SP 800-53 “Access Control,” Control Family guidelines, as the official policy for this domain. The following subsections outline the Access Control standards that constitute Learnsoft Technology Group’s policy. Each Learnsoft Technology Group Business System is then bound to this policy, and must develop or adhere to a program plan which demonstrates compliance with the policy related to the standards documented.AC-1 Access Control Procedures: All Learnsoft Technology Group Business Systems must develop, adopt or adhere to a formal, documented access control procedure that addresses purpose, scope, roles, responsibilities, management commitment, coordination among organizational entities, and compliance.
AC-2 Account Management: All Learnsoft Technology Group Business Systems must:
o Identify account types (i.e., individual, group, system, application, guest/anonymous, and temporary).
o Establish conditions for group membership.
o Identify authorized users of the information asset and specify access privileges. o Require appropriate approvals for requests to establish accounts. o Establish, activate, modify, disable, and remove accounts. o Specifically authorize and monitor the use of guest/anonymous and temporary accounts.
o Notify account managers when temporary accounts are no longer required and when information asset users are terminated, transferred, or information assets usage or need-to-know/need-to-share changes.
o Deactivate temporary accounts that are no longer required and accounts of terminated or transferred users.
o Grant access to the system based on (1) valid access authorization, (2) intended system usage, and (3) other attributes as required by the organization or associated missions/business functions.
o Review accounts on a periodic basis or at least annually. AC-3 Access Enforcement: All Learnsoft Technology Group Business Systems must enforce approved authorizations for logical access to the system in accordance with applicable policy.
AC-4 Information Flow Enforcement: All Learnsoft Technology Group Business Systems must enforce approved authorizations for controlling the flow of information within the system and between interconnected systems in accordance with applicable policy.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 42 of 103 AC-5 Separation of Duties: All Learnsoft Technology Group Business Systems must:
o Separates duties of individuals as necessary, to prevent malevolent activity without collusion.
o Document separation of duties.
o Implements separation of duties through assigned information asset access authorizations.
AC-6 Least Privilege: All Learnsoft Technology Group Business Systems must employ the concept of least privilege, allowing only authorized accesses for users (and processes acting on behalf of users) which are necessary to accomplish assigned tasks in accordance with organizational missions and business functions. AC-7 System Use Notification: All Learnsoft Technology Group Business Systems must:
o Display an approved system-use notification message or banner before granting access to the system that provides privacy and security notices consistent with regulations, standards, and policies.
o Retain the notification message or banner on the screen until users take explicit actions to log on to or further access the information asset. AC-9 Concurrent Session Control: All Learnsoft Technology Group Business Systems must limit the number of concurrent sessions for each system account to ten for information assets.
AC-10 Session Lock: All Learnsoft Technology Group Business Systems must prevent further access to the information asset by initiating a session lock after 120 minutes of inactivity or upon receiving a request from a user. In addition, Learnsoft Technology Group Business Systems must retain the session lock until the user re- establishes access using established identification and authentication procedures. AC-11 Permitted Actions without Identification or Authentication: All Learnsoft Technology Group Business Systems must identify specific user actions that can be performed on the information asset without identification or authentication. In addition, Learnsoft Technology Group Business Systems must document and provide supporting rationale in the security plan for the information asset, user actions not requiring identification and authentication.
AC-12 Remote Access: All Learnsoft Technology Group Business Systems must:
o Document allowed methods of remote access to the information assets. o Establish usage restrictions and implementation guidance for each allowed remote access method.
o Monitor for unauthorized remote access to the information asset. o Authorize remote access to the information asset prior to connection. o Enforce requirements for remote connections to the information asset. AC-13 Wireless Access: All Learnsoft Technology Group Business Systems must:
o Establish usage restrictions and implementation guidance wireless access. o Monitor for unauthorized wireless access to the information asset. o Authorize wireless access to the information asset prior to connection. o Enforce requirements for wireless connections for the information asset. AC-14 Access Control for Mobile Devices: All Learnsoft Technology Group Business Systems must:
o Establish usage restrictions and implementation guidance for organization- controlled mobile devices.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 43 of 103 o Authorize connection of mobile devices meeting organizational usage restrictions and implementation guidance to organizational information assets. o Monitor for unauthorized connections of mobile devices to organizational information assets.
o Enforce requirements for the connection of mobile devices to organizational information assets.
o Disable information asset functionality that provides the capability for automatic execution of code on mobile devices without user direction. AC-15 Use of External Information Systems: All Learnsoft Technology Group Business Systems must establish terms and conditions, consistent with any trust relationships established with other organizations owning, operating, and/or maintaining external information assets, allowing authorized individuals to:
o Access the information assets from the external information systems. o Process, store, and/or transmit organization-controlled information using the external information systems.
AC-16 Publicly Accessible Content: All Learnsoft Technology Group Business Systems must:
o Designate individuals authorized to post information onto an organizational information system that is publicly accessible.
o Train authorized individuals to ensure that publicly accessible information does not contain nonpublic information.
o Review the proposed content of publicly accessible information for nonpublic information prior to posting onto the organizational information system. o Review the content on the publicly accessible organizational information system for nonpublic information.
o Removes nonpublic information from the publicly accessible organizational information system, if discovered.
Privacy and Data Security
Following, please find responses to Attachment C: PRIVACY AND DATA SECURITY REQUIREMENTS as requested. These are NOT exceptions but answers to requirements. They are under TAB J All exceptions to the requirements below must be identified in TAB J - Exceptions.
Data Privacy:
All city data and end user data will be stored on servers located solely within the continental United States. Please provide exact geographical location of servers.
The Learnsoft Platform is currently hosted within a colocation facility in San Diego with backups in Arizona.
The Platform is migrating to Google Cloud beginning in Q2 of 2023 and all services and data, including failover and backups, will be hosted within Google's US based datacenters, utilizing primarily the Central and Western US datacenters, with certain services also planned for the Eastern US. Other regions may be used in the future based on need, customer location, and other factors.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 44 of 103
Customer data is currently backed up on a daily basis as a full backup - these backups are stored both in the San Diego and Phoenix locations and are stored for 4 days, however those backups are configurable for 7 days upon request.
Learnsoft frequently tests the data restoration process by restoring data into a lower tier environment (such as staging) to both ensure the data restoration process is exercised frequently and to ensure up to data information is contained in the lower tiers for testing and evaluation. Should a catastrophic loss of data occur, Learnsoft would first load any data backup into the staging environment for testing and validation, and then restore the production database with the validated data.
As the Platform is moved into Google Cloud, Learnsoft will perform both daily incremental backups as well as weekly full backups of all data stores. Incremental backups will be stored for 7 days, while full backups will be stored for 30 days.
Vendor shall provide a third-party audit report(s) (i.e. SOC type 11/111) as evidence that all facilities used to store and process city and end user data will implement and maintain administrative, physical, technical, and procedural safeguards and best practices at a level sufficient to secure such data from unauthorized access, destruction, use, modification, or disclosure.
We are compliant with a variety of industry standards including SOC 1 Type 2, SOC 2 Type 2, SOC 3, and more.
Data Security and Integrity:
Vendor warrants that all City data and end user data will be encrypted in transmission (including via web interface) at a level equivalent to or stronger than 128-bit level encryption.
So warranted. This is described in detail in Attachment 3: Learnsoft Information Protection Standards submitted with this proposal.
Vendor warrants that all city data and end user data that meets Federal criteria for Personally Identifiable Information (PII) will be encrypted in storage (database/ data files) at a level equivalent to or stronger than 128-bit level encryption.
Learnsoft warrants all PII will be encrypted equivalent or stronger to 128-bit level encryption.
Vendor has geographically diverse hosting facilities that provide redundancy for the system.
So warranted. See Data Privacy section above.
Vendor has network firewalls and security in place to protect hosted customers from internet threats.
Any users with access to the Learnsoft Infrastructure must use their own credentials to access the infrastructure. Access provided to those credentials is limited by job role/responsibility.
Additionally, access to the infrastructure is only available through firewalls that are configured DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 45 of 103 with known user/IP address combinations. All access is logged through Firewall logs and through local (colo) system logs. Only access to the UI and API is available outside of the firewall through well known HTTPs and SFTP ports, all other infrasture is limited. The infrastructure logs are not available for review outside on Learnsoft Infrastructure staff.
Data Retention and Disposal:
Vendor will retain data in an end user's account, including attachments, until the end user deletes them or for the time period mutually agreed upon by the parties to the agreement.
End User account data is stored in full until a time period mutually agreed upon between Learnsoft and all Clients.
Vendor will regularly and reliably backup city and end user data - at least daily - and retain copies of such backups for a mutually agreed-upon time period.
Customer data is currently backed up on a daily basis as a full backup - these backups are stored both in the San Diego and Phoenix locations and are stored for 4 days, however those backups are configurable for 7 days upon request.
Long -term Support and Maintenance
Following is the complete Learnsoft core program of Troubleshooting, Maintenance, Upgrades, Software Releases and our Downtime Plan. As we build and install the Learnsoft LMS for the each client, we develop a program based on these practices and customized to fit your LMS. This section also covers warranty Information and includes a detailed description of support and maintenance services.
Hosting and Support Service Levels
Learnsoft guarantees the hosted solution that we provide to our clients. All managed servers are located in NFINIT data centers and the Learnsoft technicians work with the NFINIT engineers to provide you with the highest level of service.
Coverage and Remedy
Network Guarantee: Learnsoft guarantees that the network will be available 99.7% of the time in a given month, excluding scheduled maintenance. Network uptime includes the functioning of all network infrastructure including routers, switches, and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and Learnsoft records such failure in the Learnsoft support ticket system or NFINIT records such a failure in the NFINIT trouble ticket system. Network downtime is measured from the time a Learnsoft support ticket is opened by a customer to the time the server is once again able to transmit and receive data.
Uptime: The agreement shall be subject to the following Uptime Guarantee percentages, and fees shall be discounted by Learnsoft for failure to meet such percentages in accordance with the following schedule:
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 46 of 103
Uptime Percentage Portion of Maintenance Fee Rebate
99.7 or above 0%
98.1 – 99.6% 1%
97.1 – 98.0% 3%
96.0– 97.0% 5%
Less than 96.0% 9%
1) Software covered by Maintenance Services shall maintain a minimum uptime rate of
99.7%; measured on a calendar week basis. Uptime means the number of hours when the Products are not in Downtime.
1) “Downtime” means the number of hours during which the Software or any portion thereof is unavailable for use by end users for any reason. 2) Measurement of Downtime will be calculated on a calendar month basis. Downtime starts when a request for service is logged with the Vendor call center (either by phone or other communication to the Vendor call center) and ends when Downtime has been remedied and ended as agreed by both Customer and Vendor. 3) The following are not considered in Downtime calculations: Any action by the Customer that would prevent Vendor from servicing the Software in a timely manner. 4) Customer network downtime; failure of a non-Vendor supplied information system or networking component; time agreed upon by the parties to conduct regularly-scheduled Software or hardware upgrades and releases that are not provided in order to correct Downtime; downtime caused by operation of the system in excess of the operating environment identified in the applicable Statement of Work; force majeure events; and failure of Customer to maintain and operate the Software in accordance with the Documentation.
5) The monthly calculation of uptime will be as follows: Total numbers of hours the Programs are available for use/Total hours in the month.
Transaction Response Times: Software transactions will have the following response times:
(times dependent on specific implementation parameters)
Type of Transaction Response Time
Screen-to-screen < n seconds
Field-to-field (within a
screen)
< n second
Database query < n seconds
Log in < n seconds
Response Time Measurement: The response time standards set forth above shall be measured at the workstation during periods of average System usage, with ten (10) samples of each DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 47 of 103 transaction taken and averaged to reach the actual response time. Each measurement shall begin when the appropriate key (e.g., the Return or Function key) is depressed until the transaction is complete (i.e., complete screen of the response for the transaction appears and the System is ready for another transaction).
If Customer or Vendor is not satisfied with transaction response times at any time during the Initial Term or any Renewal Term of this agreement, the parties will schedule a mutually agreeable time to perform the response time measurements specified above. The measurements will be performed twice and the results of the two tests will be averaged to determine whether the response time requirements in the chart above are being met.
If the response time requirements above are not being met, Customer will receive a percentage off all apportioned monthly maintenance fees for each month until the response times are brought into compliance.
Support Call Response Times: If Vendor does not respond to a Customer support call within the specified times agreed upon, the following penalties will be assessed.
Occurrence in Calendar
Year
% Rebate Off Total Maintenance Payable by client
to Vendor (under all Order Forms) for the calendar
month following the occurrence
1st No rebate – written warning from Customer to Vendor 2nd 2%
3rd 4%
4th 6%
5th or more 8%
Exceptions:
Customer shall not receive any credits under this SLA in connection with any failure or deficiency caused by or associated with:
1) circumstances beyond Learnsoft's or NFINIT's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts); 2) attacks by viruses or hackers, including Distributed Denial of Service (DDoS) attacks against Learnsoft's or NIFINIT's network;
3) scheduled maintenance and system upgrades, or emergency maintenance; DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 48 of 103 4) any DNS or Domain Registry issues outside the direct control of Learnsoft including DNS and Registry propagation issues and expiration;
5) customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, etc.), server or software administration by the customer, any negligence, willful misconduct, or use of the customer's account in breach of Learnsoft's Master Services Agreement or Acceptable Use Policy;
6) issues with 3rd party email systems, including refusal or rejection of email by 3rd party mail systems;
7) delays in email delivery;
8) false SLA breaches reported as a result of outages or errors of any Learnsoft measurement system;
9) Outages elsewhere on the Internet that hinder access to your account. Learnsoft is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. Learnsoft will guarantee only those areas of the Internet considered under the control of Learnsoft: Learnsoft servers' links to the Internet, Learnsoft's routers, and Learnsoft's servers themselves.
Credit Request and Payment Procedures
In order to receive a credit, the customer must make a request for credit by filing a support ticket in the Learnsoft members' portal. Each request in connection with this SLA must include the dates and times of the unavailability of customer's Services, a description of the perceived problem, and must be received by Learnsoft within ten (10) business days after customer's Services were not available. If the unavailability is confirmed by Learnsoft, credits will be applied within 30 days of Learnsoft's receipt of customer's credit request.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total dedicated hosting fees paid by customer for said month for the affected server(s). Credits are exclusive of any applicable taxes charged to customer or collected by Learnsoft and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Availability of customer's services.
Service Level Agreement Responses
Service Level Expected Business Rule Solution Provider Response Availability of
Production
Application
99.7%
Percent
Scheduled
Available Time
*Learnsoft standard– 99.7%
Response to Severity
One Issue
100% 30 Minutes * Learnsoft standard – 30 min.
Resolution of
Severity
One Issue
100% 24 Hours * Learnsoft standard – 24
hrs.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 49 of 103 Response to Severity
Two Issue
100% 4 Hours * Learnsoft standard – 4 hours
Resolution to
Severity Two Issue
90% 3 Days * Learnsoft standard – 3 days
Response to Severity
Three Issue
100% 1 Day * Learnsoft standard – 1 day
Resolution to
Severity Three Issue
90% 30 Days * Learnsoft standard – 30 days
On-Time Completion
of Service (change)
Requests
100%
Contracted
* Learnsoft standard –100%
* Standard per Learnsoft’s Maintenance Agreement and Service Level Agreement
Scheduled maintenance and software patches: Scheduled maintenance, updates or patches will occur once per quarter (or more often if they are of a critical nature). These outages can last anywhere from 10 minutes to 1 hour. However, typically they are performed by the Learnsoft support team shortly after midnight (PST) to minimize user interruptions.
Backup procedures for client generated content: If the content data is resident on the Learnsoft servers, it is backed up on a regular nightly basis in the same batch process as all the other Learnsoft data. However, Learnsoft also supports mirror-imaging techniques on its servers, and these rules can also be applied to content data.
Resources for resolving problem calls within specified SLA: Primarily all calls are handled by the Project Manager assigned to the client. The Project Manager has the following resources available to resolve the calls:
1) Sr. Developers/Developers
2) QA Engineers
3) IT Engineers
Help Desk Support: Learnsoft typically offers such support only to non-end users of the system (i.e., Administrators of the LMS). End user help desk calls are normally taken by, and channeled through a client resource(s), who in turn contacts Learnsoft for assistance.
However, should the client require Learnsoft to field such end user support calls, we would propose partnering with the client’s existing Service Desk provider. In such a case, the various parties would need to agree to a mutually acceptable additional charge for this service.
Methods for communicating with all affected parties and actions to be taken to resolve problems prior to taking them: Emails, direct calls and conference calls are utilized.
Policies for initiating service calls with software vendors when appropriate to solve problems: Since all the service calls are handled by the assigned Project Manager and not via a DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 50 of 103 standard 800 number, Project Manager and the client’s super administrators determine the priority of the problem - and then process the service call(s) per the SLA.
Methods for notifying clients when opening service calls with vendors and keeping the client apprised of status: Learnsoft has its own ticketing system (Axosoft), which manages all the service calls. It automatically emails clients the progress of the case. The Project Manager manages the case and updates all progress to the client’s super administrators.
Strategies for determining and documenting root causes of issues per clients' standard processes: In conjunction with the client, the assigned Project Manager maintains all the details of the issues. The Project Manager is responsible for routing requests through Learnsoft and working to the resolution with the client.
Processes for analyzing service call trends quarterly and recommending changes to reduce those calls in the future: The assigned Project Manager schedules a weekly meeting (conference call) with the client’s super administrators. They also maintain an issue tracker and wish list for the client. During the conference call(s), the project manager and client’s super administrators determine all the necessary action plans and possible modifications.
Learnsoft Service Severity Levels and Target Response Times Submitting an issue or request in the support portal automatically logs the date and time and sends alerts to the Learnsoft team. Understanding the severity of the problem reported assists in quickly prioritizing issues.
Priority Critical/Emergency High Normal
Definition These issues are usually
business critical. They
represent an issue for
which no workarounds
exist, or there is a severe
outage, and the system is
inoperative. The LMS is
down or something which
affects a large number of
customers.
A business process is
impaired causing a
serious disruption of a
major business function,
and there is no
workaround defined
resulting in a serious
disruption to the business.
This usually represents issues with
degraded service; that could mean
software slowness, product issues,
or generally reduced quality of
service.
Usually there is some kind of
workaround or temporary fix
available.
This also includes product
questions, new feature requests,
and other support questions that
have no impact on functionality.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 51 of 103 Examples The server is down. No
one can access or login to
the LMS, including
Learnsoft staff.
A large volume of users
is unable to launch a
course, or an assignment
did not run as scheduled.
Slowness impacting a
large volume of users and
it is preventing the users
from doing their work.
Some or a few users are
experiencing slowness when using
the LMS.
Issues or questions around
functionality such as reports data,
errors appearing on screens,
course or roster uploader
questions, issues with logins for a
single user.
General business inquiries.
Recommend an enhancement or
change to an existing feature.
Request ticketing access for
another user in your organization.
Initial
Response
target
1 hour 4 hours 8 business hours
Plan for Compliance with Laws and Regulations
Learnsoft has extensive experience deploying services in highly regulated environments from government to higher education and healthcare. We are HIPAA, FERPA, NIST SP 800-171 CUI, and ADA 508 compliant. Should future changes to laws and regulations arise, Learnsoft will work closely with the client to obtain or meet those obligations in a timely manner. Learnsoft is willing to sign a BAA if our current HIPAA compliance is insufficient.
In the event the client requests security reviews or compliance requirement need, all requests shall be made through Learnsoft’s dedicated Client Operations Team and escalated accordingly.
Learnsoft’s SLA is attached under supplier attachments, as well as our information protection standards, security and policy control, and business continuity and disaster recovery documents for review.
Project Plan Timeline
Include a project plan with key deliverables and milestones that also address resources and time commitment required by City personnel to complete the project within the proposed timeframe.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 52 of 103
The following is a sample, and typical, implementation timeline. This organization was of similar size and scope to the project described in this RFP. Our recommended timeframe for implementation is 90 days.
Task Name Duration Start Finish Resource Names
LS / Client - Project Kick-
Off / Initial Project Plan
3 days Mon
5/17/23
Wed
5/19/23
LS / Client- Project Kick Off
Meeting
1 day Mon
5/17/23
Mon
5/17/23
Client LMS Admin &
IT, Learnsoft PM
LS / Client - Review and
Update Initial Plan
1.19 days Wed
5/19/23
Thu
5/20/23
Client LMS Admin &
IT, Learnsoft PM
Client - Sign off 1 day Wed
5/19/23
Wed
5/19/23
Client LMS Admin &
IT
Install LMS 5 days Wed
5/19/23
Tue
5/25/23
LMS Web Application 2 days Wed
5/19/23
Thu
5/20/23
Learnsoft Tech Team
LMS Databases 2 days Wed
5/19/23
Thu
5/20/23
Learnsoft Tech Team
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 53 of 103 LMS Services 2 days Thu
5/20/23
Fri
5/23/23
Learnsoft Tech Team
LMS QA 3 days Fri
5/23/23
Tue
5/25/23
Learnsoft Tech Team,
Learnsoft
PM
Configure LMS for SSL 2 days Mon
5/24/23
Tue
5/25/23
Learnsoft Tech Team
Migrate User data from HR
system
35 days Mon
5/17/23
Fri
7/2/23
Pass user data schema file to
the client
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Breakout Session to Review
Template with Client HR Data
Team
1 day Wed
5/19/23
Wed
5/19/23
Client IT Team,
Learnsoft Tech Team
Learnsoft provides SFTP Info
for Client HR File upload
1 day Tue
5/25/23
Tue
5/25/23
Learnsoft Tech Team
Client processes Initial HR
Data / Uploads data to SFTP
15 days Thu
5/20/23
Wed
6/9/23
Client IT Team
Learnsoft processes initial user
data
2 days Wed
6/9/23
Thu
6/10/23
Learnsoft Tech Team
Learnsoft presents initial data
to client for internal review and
adjustment
1 day
Fri
6/11/23
Fri
6/11/23
Client LMS Admin &
IT, Learnsoft PM,
Learnsoft Tech Team
Iterative process of refining
data file - client internally and
client & Learnsoft
10 days Mon
6/14/23
Fri
6/25/23
Learnsoft Tech Team,
Client LMS Admin &
IT
Automate user data migration
from HR to Learnsoft
4 days Mon
6/28/23
Thu
7/1/23
Client IT Team,
Learnsoft Tech Team
Active Directory Integration /
Authentication (Azure,
SAML, SSO)
54 days Mon
5/17/23
Thu
7/29/23
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 54 of 103 Learnsoft provides SAML - AD
or Azure Integration document
2 days Mon
5/17/23
Tue
5/18/23
Learnsoft PM
Client provides vendor account
for Learnsoft Access
17 days Tue
6/15/23
Wed
7/7/23
Client IT Team
Learnsoft provides Setup file
for Trust Setup on ADFS
Server
5 days Thu
7/8/23
Wed
7/14/23
Learnsoft Tech Team
Client sets up claim rules &
supplies Federation
MetaData.xml file
1 day Thu
7/15/23
Thu
7/15/23
Client IT Team
Learnsoft sets configuration
(Iterative with client)
10 days Fri
7/16/23
Thu
7/29/23
Client IT Team,
Learnsoft Tech Team
Migrate client Online
Courses
31 days Mon
5/17/23
Mon
6/28/23
Learnsoft provides eLearning
SCORM/AICC/Non-Tracking
Import Template & Samples
1 day
Mon
5/3/23
Mon
5/3/23
Learnsoft PM
Learnsoft provides Catalog
Template and Samples
1 day Mon
5/3/23
Mon
5/3/23
Learnsoft PM
Breakout Session to Review
Templates with Client's Online
Content Team
1 day Tue
5/4/23
Tue
5/4/23
Learnsoft PM, Client
LMS Admin,
Learnsoft Tech Team
Client Sets up Initial Catalog
Structure
7 days Wed
5/5/23
Thu
5/13/23
Client LMS Admin
Learnsoft uploads Catalogs and
provides IDs to client
2 days Mon
5/17/23
Tue
5/18/23
Learnsoft Tech Team
Client provides initially
completed e-learning data
template
17 days Mon
5/17/23
Tue
6/8/23
Client LMS Admin
Learnsoft works with client to
refine template
4 days Tue
6/8/23
Fri
6/11/23
Client LMS Admin,
Learnsoft Tech Team
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 55 of 103 Learnsoft provides FTP Info for
Client online course upload
1 day Thu
5/27/23
Thu
5/27/23
Learnsoft PM
Learnsoft works with Client to
upload e-learning online
courses
3 days Fri
5/28/23
Tue
6/1/23
Learnsoft Tech Team,
Client LMS Admin
Learnsoft imports eLearning
Template and works with client
to test courses
7 days Fri
6/18/23
Mon
6/28/23
Learnsoft Tech Team,
Client LMS Admin
Migrate Classroom Learning
data from old LMS
30 days Mon
5/17/23
Fri
6/25/23
Learnsoft provides ILT
(Instructor Led Training)
Import Template & Samples
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Learnsoft provides Catalog
Template and Samples
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Breakout Session to Review
Templates with Client's
Classroom Content Team
0.5 days Thu
5/20/23
Thu
5/20/23
Client LMS Admin,
Learnsoft PM
Client Sets up Initial Catalog
Structure
7 days Thu
5/20/23
Mon
5/31/23
Client LMS Admin
Learnsoft uploads Catalogs and
provides IDs to client
2 days Fri
5/28/23
Tue
6/1/23
Learnsoft Tech Team
Learnsoft provides Facility /
Room Template and Samples
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Client Sets up Initial Facility /
Room Structure & Provides to
Learnsoft
4 days Mon
5/24/23
Thu
5/27/23
Client LMS Admin
Learnsoft uploads Facilities /
Rooms to LMS
1 day Fri
5/28/23
Fri
5/28/23
Learnsoft Tech Team
Client provides initially
completed ILT data template
17 days Thu
5/20/23
Fri
6/11/23
Client LMS Admin
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 56 of 103 Learnsoft works with client to
refine template
5 days Mon
6/14/23
Fri
6/18/23
Client LMS Admin,
Learnsoft PM
Learnsoft imports ILT
Template and works with client
to test courses
5 days Mon
6/23/23
Fri
6/25/23
Learnsoft Tech Team
Migrate Historic User
Enrollment Data
66 days Mon
5/17/23
Mon
8/16/23
Learnsoft Passes enrollment
data schema file to the client
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Breakout Session to Review
Template
1 day Mon
6/28/23
Mon
6/28/23
Learnsoft PM,
Learnsoft Tech Team,
Client LMS Admin &
IT
Client processes initial historic
data - returns to Learnsoft
7 days Thu
7/8/23
Fri
7/16/23
Client IT Team
Learnsoft processes initial
Historic Enrollment data
2 days Fri
7/16/23
Tue
7/20/23
Learnsoft Tech Team
Learnsoft presents initial data
to client for internal review and
adjustment
1 day Wed
7/23/23
Wed
7/23/23
Learnsoft Tech Team
Client processes final historic
data - returns to Learnsoft
2 days Fri
8/13/23
Mon
8/16/23
Client LMS Admin
Learnsoft processes final
Historic Enrollment data
1 day Mon
8/16/23
Mon
8/16/23
Learnsoft Tech Team
Migrate Go Forward User
Enrollment Data
66 days Mon
5/17/23
Mon
8/16/23
Learnsoft Passes enrollment
data schema file to the client
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Breakout Session to Review
Template
1 day Mon
6/28/23
Mon
6/28/23
Client LMS Admin,
Learnsoft
PM
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 57 of 103 Client processes initial go
forward data - returns to
Learnsoft
10 days Thu
7/8/23
Wed
7/23/23
Client IT Team
Learnsoft processes initial go
forward Enrollment data
2 days Wed
7/23/23
Fri
7/23/23
Learnsoft Tech Team
Learnsoft presents initial data
to client for internal review and
adjustment
1 day Fri
7/23/23
Fri
7/23/23
Learnsoft PM
Client processes final go
forward data - returns to
Learnsoft
2 days Fri
8/13/23
Mon
8/16/23
Client IT Team
Learnsoft processes final Go
Forward Enrollment data
1 day Mon
8/16/23
Mon
8/16/23
Learnsoft Tech Team
Migrate Tests, Evaluations
and Printed Certificates to
LMS
49 days Mon
5/17/23
Thu
7/22/23
Learnsoft provides LMS Test
Import Data Schema to client
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Learnsoft to pass LMS
Evaluation Import Data
Schema to client
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Learnsoft to ask for printouts of
existing Printed Certificates
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Learnsoft and Client to meet to
review templates
1 day Thu
6/10/23
Thu
6/10/23
Client LMS Admin,
Learnsoft PM
Client processes initial Test
data template - returns to
Learnsoft
10 days Thu
6/10/23
Thu
6/24/23
Client LMS Admin
Learnsoft processes initial Test
data template
3 days Thu
6/24/23
Tue
6/29/23
Learnsoft Tech Team
Client and Learnsoft Associate
Tests to Classes
3 days Tue
6/29/23
Fri
7/2/23
Client LMS Admin,
Learnsoft PM
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 58 of 103 Learnsoft presents test data to
client for internal review and
adjustment
4 days Tue
7/6/23
Fri
7/9/23
Learnsoft PM
Client processes initial
evaluation template - returns to
Learnsoft
10 days Wed
6/30/23
Tue
7/13/23
Client LMS Admin
Learnsoft processes Evaluation
Template
2 days Tue
7/6/23
Thu
7/15/23
Learnsoft Tech Team
Client and Learnsoft Associate
evaluations to Classes
3 days Thu
7/15/23
Mon
7/19/23
Client LMS Admin,
Learnsoft PM
Learnsoft presents evaluations
to client for internal review and
adjustment
3 days Mon
7/19/23
Thu
7/22/23
Learnsoft PM
Client provides Printed
certificate designs
1 day Fri
7/9/23
Fri
7/9/23
Client LMS Admin
Learnsoft designs LMS
versions of printed certificates
5 days Mon
7/12/23
Fri
7/16/23
Learnsoft Tech Team
Learnsoft presents certs to
client for internal review and
adjustment
3 days Mon
7/19/23
Wed
7/23/23
Learnsoft PM
Client and Learnsoft associate
certificates to Classes
2 days Wed
7/23/23
Thu
7/22/23
Client LMS Admin,
Learnsoft PM
Customer Branding 16 days Mon
5/17/23
Mon
6/7/23
Learnsoft delivers branding
document
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Learnsoft and Client meet to
review branding options
1 day Tue
5/18/23
Tue
5/18/23
Client LMS Admin,
Learnsoft PM
Client reviews/processes the
look and feel document
10 days Wed
5/19/23
Tue
6/1/23
Client LMS Admin
Learnsoft applies these changes
to the web server
4 days Wed
6/2/23
Mon
6/7/23
Learnsoft Tech Team
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 59 of 103 Groups and Policies 66 days Mon
5/17/23
Mon
8/16/23
Learnsoft delivers groups and
policies document
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Learnsoft applies default
groups and policies
1 day Thu
6/3/23
Thu
6/3/23
Learnsoft Tech Team
During testing Client can
request adjustments
7 days Thu
7/22/23
Fri
8/6/23
Client LMS Admin
Learnsoft processes client's
Phase 1 request2
7 days Fri
8/6/23
Mon
8/16/23
Learnsoft Tech Team
Reports 51 days Mon
5/17/23
Mon
7/26/23
Learnsoft delivers Phase 1
reports document
1 day Mon
5/17/23
Mon
5/17/23
Learnsoft PM
Learnsoft opens Phase 1 reports 5 days Wed
6/23/23
Tue
6/29/23
Learnsoft Tech Team
Learnsoft delivers Additional
reports document
1 day Thu
7/1/23
Thu
7/1/23
Learnsoft PM
Client Selects and Prioritizes
Initial Select Additional
Reports Required for Phase 1
10 days
Tue
7/6/23
Mon
7/19/23
Client LMS Admin
Learnsoft process client's initial
request
6 days Mon
7/19/23
Mon
7/26/23
Learnsoft Tech Team
Sandbox Q&A 46 days Mon
5/24/23
Mon
7/26/23
Client and Learnsoft Verify the
system
46.83 days
Mon
5/24/23
Tue
7/27/23
Client LMS Admin &
IT, Learnsoft PM,
Learnsoft Tech
Team
Training 26 days Mon
7/12/23
Mon
8/16/23
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 60 of 103 Administrator training(LMS) 3.75 days Mon
7/12/23
Thu
7/15/23
Learnsoft PM, Client
LMS
Admin
Instructor and Manager
Training (Online)
0.63 days Thu
8/12/23
Thu
8/12/23
Learnsoft PM, Client
LMS Admin
Student training (Online) 1 day Mon
8/16/23
Mon
8/16/23
Client LMS Admin
Phase 1 - Go-Live 11 days Mon
8/2/23
Mon
8/16/23
Update Production System 2 days Mon
8/2/23
Tue
8/3/23
Learnsoft Tech Team
Client and Learnsoft
Production Testing
10 days
Tue
8/3/23
Mon
8/16/23
Client LMS Admin &
IT, Learnsoft PM,
Learnsoft Tech
Team
Go-Live 1 day Mon
8/16/23
Mon
8/16/23
Staffing
Identify the staff members who will be assigned to the solution delivery and their project roles.
Include any issues that you believe will require special consideration for this project.
See TAB C (6.6) – Qualifications of Team and list of contacts in the Cover Letter.
Client -specific Differentiators
Also identify any unique approaches or strengths that your firm may have related to this project.
List any necessary technology, training, or installation services required.
On an ongoing basis, Learnsoft is compiling the following list of frequently asked questions.
Because the Learnsoft LMS is highly configurable and 100% customizable, each of our clients get exactly what they want. These FAQs may help you think of options you will want to integrate to make your LMS exactly what you want and need.
Frequently Asked Questions/FAQs
LMS Question Learnsoft Response
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
_________________________________________________________________________________________________
_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 61 of 103 How do you migrate
current course content
from our current LMS to
your LMS.
Learnsoft’s and the client’s project teams will collectively map out what course content needs to be migrated and develop a plan to implement.
Data templates, definitions, and sample data will be provided to ensure a smooth migration to your new LMS. Training will be provided to show your staff how to upload additional content individually or in bulk.
How do you migrate
historical user data from
current LMS to your
LMS?
Learnsoft’s and the client’s project teams will collectively map out what historical data needs to be migrated and develop a plan to implement.
Data templates, definitions, and sample data will be provided to ensure a smooth migration to your new LMS. Training will be provided to show client’s staff how to set up and import historical user data. Additionally, you will be provided option to limit or extend the look-back period to align with compliance and business needs.
What is your process of
migrating from another
LMS to your solution.
Learnsoft has developed sound processes and employs a methodical approach to migrating from one LMS to another. Each implementation is different so we work closely with our clients to listen and understand the uniqueness of each implementation so we can make the transition as quickly and smoothly as possible, while reducing barriers to adopting your new LMS.
Which browsers are
supported, and what
browsers' versions
Learnsoft’s LMS/TMS application is a true browser-based application with no special plug-ins needed. We support standard browsers like Microsoft Edge, Chrome, Safari and Firefox, Internet Explorer 9.0 or above, Edge - 88 or above, Firefox – 2.0 or above, Safari 3.0 or above, and Chrome 10 or above.
Does the LMS provide
multiple Windows/Tabs
navigation?
Yes, multiple windows/tabs for navigation are available. The interface is designed to be intuitive and simple to use for all types of users.
Are there administrative
settings that lock down the
look and feel of the user
interface?
The look and feel can be customized by user type, group type, department type, etc. This is all controllable at the administrative level.
What’s available in
customizations to allow
our branding?
Learnsoft will work with the client to customize branding to desired specifications and work with you on change management over time. The main login page can be customized, and specific departments can customize the look and feel as well.
Can the system provide a
different look and feel for
each department where it
is deployed?
Learnsoft can work with the client to customize to departmental preferences and change management over time.
Does the LMS have a
dashboard for
supervisors?
Yes, upon login, managers/supervisor will have a dashboard where they can view the status of their employees. This enables admins to generate various dashboard views that capture usages, attendance, completion, upcoming/enrolled/overdue/waitlisted courses
Does the LMS have a
dashboard for users?
Upon login, end users have their specific dashboard that shows courses completion status, attendance status, upcoming, enrolled, overdue, and recommended courses.
Does the LMS have
customization of the
dashboard?
Dashboards can be customized as needed by user type/role. Additionally, training will be provided so certain user types can create their own dashboards.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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components of the LMS?
One of the beauties of Learnsoft’s LMS is the ability to customize the LMS for each user type, especially instructors.
Does the LMS provide
course-wide search
(search at the level of a
single course)?
Courses are searchable/filterable by major categories and by other parameters. Additionally, search at an individual course level is possible.
Does the LMS provide
course site search? (search
at the level of multiple
courses in the LMS)
Courses are searchable/filterable by multiple parameters (e.g. IT Security, HR policy, workplace harassment, and others.)
What are the user profile
username specs (email
address, first. last,
employee ID, etc.)?
This is customizable and can include specs like, first name, last name, email address, employee ID, job code, job class, department, nodes, etc.
Does the LMS support
mobile learning?
Learnsoft’s LMS is mobile friendly on any device, but we also just released an iOS/Android app to better enable learning on the go.
If yes, what is the mobile
learning app availability
for mobile devices (iOS,
Android…) including
security features?
iOS/Android compatible mobile app. Learnsoft’s LMS Application has a mobile learning module, which is a native app for iOS and Android devices and is available via AppStore and Google Play. All security standards are met to deploy to end users. The authentication will work similar to the desktop version using current IDPs.
Is the mobile learning
application an additional
cost or part of the base
product?
The mobile learning application is included in the cost of the base product.
Does the mobile learning
app have the same
features as the LMS?
The mobile learning app has the same features as the LMS.
Can the client customize
the mobile learning app?
Currently the application is deployed via AppStore and Google Play.
There are some options to customize the logo and colors.
Does the LMS have
Team/Group management
feature?
Learnsoft’s LMS is comprised of Users, Teams, Departments/Groups and Policies. Each Team/group can contain multiple users based on their attributes.
Does the LMS have
workflow for assigning
courses and requesting
courses?
Learnsoft LMS comes with the default workflows like authorization, pre- requisite checks and others. Workflows can be customize based on learning initiatives of the client. For example, specific learning path can be assigned based on roles, reskilling/upskilling initiatives, and successions planning.
Can workflow be
managed at different
levels, unique supervisor
vs. HR only?
Workflows can be managed at different levels. For example, supervisors may manage workflow at the team/group level, while HR may manage workflow for specific departments/groups, etc. This is all based on customer design and Learnsoft works closely with clients to build a hierarchy that best suits our client needs.
Is there the ability to build
a curriculum or pathway
of many courses?
Learnsoft has a module, which can build curriculum or pathways to one or many courses.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 63 of 103 Can users self-identify
one or many interests as
part of their career path?
Learnsoft has the ability for users to self-identify one or many interests are part of their path.
Can class rosters be
printed and, if so, what
options are available to
print?
Class rosters can be printed. Rosters can be printed in excel or pdf format.
Does the LMS have a
progress tracking feature?
Learnsoft has progress tracking capability for all
SCORM/AICC/xAPI/LTI courses.
What types of tracking
reports than can be run.
Types of reporting tracking are as follows: 1. Progress 2. Date/Time Taken 3. Attempts 4. Time spent on each attempt 5. Pass/Fail with score.
Can administrators view
reports showing time,
date, and frequency of
individual access to
course content and tools?
Administrators can view reports on date/time, frequency of individual access to course content, tools, and more.
How is a curriculum
developed and managed
within the system?
Learnsoft’s LMS is content agnostic. Content can be plugged in from various tools like Captivate and Articulate or Learnsoft's content authoring tool, EZStudio. Administrators can upload content using SCORM/AICC uploader tools the LMS.
Can content be grouped
into a curriculum?
Content can be grouped into a curriculum to provide a package deployment. Each course inside a curriculum can contain its own learning object.
Can instructors add,
update, reschedule,
import, export and remove
courses quickly without
requiring support from
administrators or IT?
Instructors have complete control when adding, editing, importing, removing/deleting courses/content. Learnsoft strives to empower users to be hands on and limit the need to contact support to complete tasks. That being said, Learnsoft is always there to support our end users as needed 24/7.
Does the LMS have
content areas/learning
modules?
Learnsoft's LMS is content agnostic but we have included pricing for our content partner. We can also accept any third-party content as well.
What file types can be
added to the learning
modules?
Any type of file types can be added to the learning modules, which can be launch on a browser and the mobile device. E-learning content types are as follows 1. SCORM 2. AICC 3. TINCAN 4. xAPI 5. LTI. Additionally, Assessment/Test types 1. Built-in assessment 2. SCORM based assessment. Lastly, Acknowledgement content(digital signature required) and non-tracking URL.
Does the LMS have a
Rich Text editor?
We do not currently have a rich text editor.
Does the LMS have lesson
plan templates?
Learnsoft's proposed content partner has lesson plan templates.
Does the LMS integrate
multimedia easily?
Learnsoft is SCORM/AICC compliant and can integrate with any type of multimedia.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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in courses? How courses
are published, delivered
and how often?
Learnsoft's courses are provided by our content partner, OpenSesame.
Does the LMS provide an
authoring tool or program
to record high quality
content, edit, and publish
including screen recording
abilities?
Learnsoft’s provides EZ Studio as our authoring tool. Similar to Articulate and Captivate, it has all exporting options like SCORM, AICC, TINCAN. It can author all types of e-learning, such as video creation, simulation, immersive learning environments, and meets all accessibility standards. Learnsoft is an open architecture so we can integrate with Articulate and Captivate or others if the client has a pre-existing content auth tool.
Does the LMS allow the
delivery of the same
course using different
combinations of learning
formats?
Any type of learning format can be added to the learning modules, which can be launch on a browser and the mobile device. E-learning content types are as follows 1. SCORM 2. AICC 3. TINCAN 4. xAPI 5. LTI.
Additionally, Assessment/Test types 1. Built-in assessment 2. SCORM based assessment. Lastly, Acknowledgement content(digital signature required) and non-tracking URL.
How are courses assigned
to students in the LMS?
Courses can be auto-assigned based on role, users can self-enroll, and managers/supervisors can manually assign courses to students.
Does LMS allow students
to self-enroll?
The LMS permits students to self-enroll in courses.
Does LMS have a setting
for students to be able to
enroll only after approval
from supervisor or HR
approval?
Learnsoft's LMS has an approval process that allows user to enroll only after approval from a supervisor or HR.
Does LMS support
limiting of class size?
An instructor can implement a class size limit when creating a course.
Can enrollment deadlines
be assigned and enforced?
Enrollment deadlines can be assigned and enforced when courses are created.
Are email alerts and
reminders built into the
LMS?
Email alerts are built into the LMS. This includes alerts for upcoming, enrolled, completed, waitlisted courses and more.
Does the LMS have a file
upload feature? Describe
how to upload files (one
file at a time or zipped
files at once).
Learnsoft LMS has two ways to upload content. 1. Single upload via Zip or manifest file 2. Bulk uploader using excel file.
Does the LMS have web
link options available?
Every course contains a deep link option.
Does the LMS have a
glossary tool?
Learnsoft provides a Knowledge Based with a search feature for end users to search key terms, access instructions, etc.
Does the LMS have
gamification, leaderboard,
or award systems? Please
describe.
Gamifications, leaderboards, and award systems are currently achieved via integration with 3 party providers via webAPI. Learnsoft has this functionality on our roadmap as well. We do have robust dashboards and exportable/printable certificates that can achieve some of the requested DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 65 of 103 functionality. Learnsoft will work with you on your goals to ensure we identify the right solution for this requirement.
Does the LMS provide
pre- and post-testing
options and what testing
types are supported?
The LMS has a module that provides pre- and post-testing options. Any type of test is supported and can be created in the application or can be migrated using SCORM/AICC.
Can evaluations and
surveys be tied to courses
in the LMS?
Evaluations and surveys can be tied to courses. This can be requirements before proceeding to a new section/area of a course.
Can the LMS manage
CEU's?
The LMS can manage CEU's, credit hours, and others.
Can the LMS manage
certifications and
certification deadlines?
Learnsoft can manage deadlines, expiration, and due dates for certifications. This renewal and assignment of these tasks in managed using the assignment scheduler in the LMS.
Do you partner and/or
does the solution integrate
with other training
platforms that offer
specific coursework (i.e.,
Microsoft Office 365,
Adobe, etc.)?
Learnsoft integrates with Microsoft Office 365 and Adobe. Learnsoft is open architecture which enables seamless integration with exponential content providers.
Does the LMS have
communication and
collaboration tools?
Learnsoft’s LMS is fully integrated with mailing systems like Outlook and Gmail. All communication is triggered using email options.
Can announcements in the
LMS be delivered system-
wide?
System-wide announcements can be created by the administrators and the durations and clicks can be set.
Does the LMS have a
conference tool and
discussion board?
Learnsoft integrates with the following conference tools. 1. MS Teams 2.
Zoom 3. Adobe Connect Pro 4. GoToMeeting 5. Webex.
Does the LMS support
virtual classrooms and e-
meetings? If so, what are
the limitations, number of
attendees, and does this
feature require Admin or
IT support?
Learnsoft integrates with 3rd party webinar tools for virtual classrooms and e-meetings like 1. MS Teams 2. Zoom 3. Adobe Connect Pro 4.
GoToMeeting 5. Webex 6. Others as needed. All limitations are controlled in the LMS, like number of attendees. This does not require admin or IT support.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 66 of 103 Does the LMS have
calendar functions? Is
room scheduling and
equipment verification
available within the LMS?
Can calendar invites be
imported into Outlook?
Learnsoft's LMS integrates with Outlook for calendar functions. Rooms scheduling and equipment verification is available and provided as resource management.
Does the LMS integrate
with web services? If yes,
describe your integrations
and list other integrations
that are possible.
Learnsoft LMS can consume any webservices which are REST and SOAP based. Learnsoft also has a Web Api Module, so any 3rd party application can integrate with Learnsoft’s LMS.
Can your solution
integrate with customer-
owned ERP or HCMS
applications to add/update
supplemental information
such as job titles,
employee ID numbers,
hierarchies, etc.?
Learnsoft's LMS can integrate with any ERP/HCMS application.
Integrations occur via nightly feed or web API.
Describe LMS Admin and
end user support and
training.
Learnsoft goes to great lengths to provide extensive admin/end user support and training. Please refer to our training and support plan earlier in this document.
Does the LMS provide
documentation and
training for the LMS
within the LMS? Are
modules available for
Administrative users as
well as end users?
Learnsoft provides a Knowledge Base, User Guides, Administrative Manuals, PowerPoints, and Training Videos for key user roles including end-users, managers, instructors, and administrators.
What is your helpdesk
support, if available?
Helpdesk support is available 24/7. By phone/chat/ticketing system. We make every effort to respond to any helpdesk ticket within an hour.
Are higher levels of
support and training
available and what are the
additional costs associated
with that support and
training?
Higher levels of support and training are available, but most clients fall under our regular training and support. Learnsoft takes customer support and success personally and is a main component of our "special sauce." If higher levels of support and training are desired, our discounted hourly rate is $175/hour.
Does the LMS utilize
Multi-factor
Authentication
Yes, Learnsoft LMS-TMS application supports SSO using SAML2.0, LDAP, IAM, oAuth, OpenIDConnect and others.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 67 of 103 Does the LMS provide
user with access to their
own transcript and can
they add outside education
to their own transcript?
Does this action require
supervisor approval?
Every user has an option to print/download their own transcript. All courses, including external, can be included in the report. Administrators can decide if approval is needed for external training upload.
Does the LMS support
career pathing or creating
curriculum based on
specific criteria or job
function, department or
location?
Learnsoft has modules that provide options for career pathing and can assign curriculum based on the user's attributes.
Does the LMS allow
impersonation of users by
administrators?
Impersonation or "ghost" login is available for administrators.
Describe other types of
Reporting offered by the
LMS and indicate if
administrators can build
their own reports.
Learnsoft has 3 types of standard and real-time reports. These can be run on-demand or on ad hoc basis as needed. They are as follows: 1. Standard reports - Completion, past-due, rosters, compliance, user, course details and others. 2. Custom Report - Using Learnsoft's report builder, admins can create custom reports.
3. Schedule Report - Designate a time for report to be run (e.g. daily, weekly, quarterly, annually, etc.).
Can data be exported to
other formats? If so what
formats? Can these
reports be scheduled?
Every Learnsoft report can be scheduled and exported in various formats like PDF, excel, word, html, xml, etc.
Do systems have ADA
Accessibility features and
compliance?
Learnsoft is compliant with 508 and WCAG standards. Please reference attached 508 and WCAG standard document for further detail.
Please describe your
cloud/SaaS environment
in terms of which cloud
service provider is utilized
(or if it resides in a private
cloud), standard SLAs,
where data resides
geographically, number of
data centers operated, and
failover/redundancy
measures you have in
place.
The Learnsoft Platform is currently hosted within a colocation facility owned by LightEdge in San Diego with backups in Arizona. All data currently resides only in these two locations within the United States. The Platform is migrating to Google Cloud beginning in Q2 of 2023 and all services and data, including failover and backups, will be hosted within Google's US Based datacenters. The GCS data centers utilized include but are not limited to those in the Central and Western US, with certain services planned for the Eastern US as well.
As the Platform is moved to Google Cloud, redundancy will be enhanced and additional cloud services will be utilized, at which point we will also update any changes to the SLA, DR, and BC documents. New enhancements will include more automated scaling of compute services as well as enhanced horizontal and vertical scaling of data services (databases, data warehouses, reporting).
What is your system
architecture?
The Learnsoft Platform is a scalable, service-based, distributed platform that is designed to scale to with the needs for our customers. The Platform is composed of various modules that support core functions such DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 68 of 103 as user and account management, reporting, and analytics, as well as modules specific to LMS and TMS functionality, such as registration, course management, and performance management. The Learnsoft platform also includes a collection of tools and services that provide auditing, logging, monitoring, and other governance related features. The Platform also provides an API that is consumable not only by the web- based API, but also the Learnsoft Mobile Applications and by customers.
Each customer has individually configured services that provide the ability to integrate with / ingest data from HRIS systems as well as export data out of the platform. The Platform also supports uploading and downloading data via SFTP for HRIS files as well as training content.
The transactional data for each customer is maintained in their own data instance and no outside connectivity is allowed to the data store infrastructure (connectivity only happens inside the network from Learnsoft services or by approved Learnsoft staff).
Each of these services / applications are currently hosted in the Learnsoft Colo environment, where all services outside of the UI and API are isolated from the internet. SFTP access is protected with additional security measures.
As the migration to Google Cloud begins, the Platform architecture will be extended to support additional governance and security related tools / services and additional project / service network isolation. Please see attached detailed architecture diagram.
Does your solution
support Azure AD for
identity management,
SAML-based single sign-
on, and multi-factor
authentication purposes?
The Learnsoft Platform integrates with the customer IDP, which can be Active Directory (including Azure AD), OpenID Connect, and oAuth.
The Platform also supports other forms of SAML based Single Sign On (SSO), if required.
Since the customer controls the IDP and any authentication, muli-factor authentication for the customer is not controlled by Learnsoft.
What is your approach to
resiliency and disaster
recovery? How often is
individual customer
data/environment backed
up, how long are backups
stored, and what is the
process for restoration in
the event of catastrophic
failure or loss?
Customer data is currently backed up on a daily basis as a full backup - these backups are stored both in the San Diego and Phoenix locations and are stored for 4 days, however those backups are configurable for 7 days upon request.
Learnsoft frequently tests the data restoration process by restoring data into a lower tier environment (such as staging) to both ensure the data restoration process is exercised frequently and to ensure up to data information is contained in the lower tiers for testing and evaluation.
Should a catastrophic loss of data occur, Learnsoft would first load any data backup into the environment for testing and validation, and then restore the production database with the Attachment validated data.
As the Platform is moved into Google Cloud, Learnsoft will perform both daily incremental backups as well as weekly full backups of all datastores.
Incremental backups will be stored for 7 days, while full backups will be stored for 30 days.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 69 of 103 How is system usage and
performance monitored?
Monitoring of the Learnsoft Platform is performed primarily by the Learnsoft Infrastructure Team with a combination of IIS monitoring tools, monitoring of Windows Event Logs, and automated system utilization alerts for web, service, and database assets. Each customer database is a unique instance, which allows Learnsoft to monitor both usage and performance of the databases at the customer level.
As the Platform is moved into Google Cloud, monitoring of both usage and performance will be enhanced with the tools available in GCP, including extensive use of the Google Cloud Operations Suite, which includes tools for monitoring, alerting, and uptime checks. Additionally, once in GCP Learnsoft will also utilize built in Cloud SQL monitoring tools that track utilization, capacity, and performance among other measures and provides the ability to alert should the platform operate outside of defined norms.
What is your
technical/system support
offering? When is support
available, what are your
guaranteed response times
(and are they based on
severity of incident), how
are support tickets
escalated, and do you
offer different levels of
support for a cost?
Learnsoft has the following support options: 1. Ticketing system - 24x7x365 2. Help Desk - 24x7x365 3. Project manager access - client time zone from 8am to 5pm. After Go-Live the client operations manager remains as key contact for ongoing support, enhancements and training, meeting weekly with client LMS Admins. Additionally direct access to the Learnsoft Client Support Desk is made available to assigned administrators. All Administrators are provided access to the Learnsoft knowledge base for support and training tools. Learnsoft also provides ongoing support webinars and one-on-one training at various points throughout the year and makes these materials and recordings available to administrators in our support knowledge base.
1. Learnsoft provides a Knowledge Base, User Guides, Administrative Manuals, PowerPoints, and Training Videos for key user roles including - end-users, managers, instructors & administrators.
2. Learnsoft maintains an administrator accessible knowledge base providing manuals and videos for all system features including how-to guides for 3rd party integration.
3. Training Videos & Virtual Learning: Learnsoft provides periodic training for platform enhancements and offers administrators access to training videos. In addition, Learnsoft client operations managers will conduct periodic training on new product features for administrators at no additional charge.
4. Learnsoft offers in system access to bulk system uploaders, with sample data.
5. Learnsoft provides links to partner training documentation.
6. Data dictionary and schemas: Learnsoft makes available a data dictionary and schemas.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 70 of 103 What is your security
model?
The Learnsoft Platform has several methods of managing security - those that are in and about the application itself and those that are related to the infrastructure and operation of the platform.
Audit logs are kept within the Platform to track and view which users took actions withing the Platform. Those are exposed as reports to which Application Admins may be provided access. Within the platform there are many different levels of security provided through roles and permissions.
Any users with access to the Learnsoft Infrastructure must use their own credentials to access the infrastructure. Access provided to those credentials is limited by job role / responsibility. Additionally, access to the infrastructure is only available through firewalls that are configured with known user / IP address combinations. All access is logged through Firewall logs and through local (colo) system logs. Only access to the UI and API is available outside of the firewall through well known HTTPs and SFTP ports, all other infrastructure is limited. The infrastructure logs are not available for review outside on Learnsoft Infrastructure staff.
As the Platform is moved into the GCP, Learnsoft will enhance the security logging and posture through a number of methods including:
* Continuing to limit access on an as-needed basis to any infrastructure * Utilizing Google IAP (Identify Aware Proxy) should any direct access to infrastructure be required.
* Utilization of Google Security Command Center to identify any threat, identify configurations and vulnerabilities, and log any changes related to compliance
* Use of Google firewalls to secure access to all infrastructure and to isolate individual services and VPCs.
For customer data
integrity and safety, do
your employees utilize
multi-factor authentication
when accessing customer
environments, do you
have an established
incident response plan?
Learnsoft does enforce multi-factor authentication to access critical Learnsoft systems. Additionally, all credentials utilized for accessing Learnsoft systems by Learnsoft employees or contractors are managed through a centralized secret store and all secrets shared with customers are also shared via the secret store as described in the attached Credential and Secret Management Policy.
Learnsoft also maintains a Data Classification policy which indicates how data is classified and handled, as well an Enterprise Access Control Policy and a set of policies related to Incident Responses, Outages, and Data Breaches. All of these documents are included as attachments.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 71 of 103 What is the frequency or
cadence of software
updates to your
application (i.e.: how
often do you introduce
new features and how
often do you apply
updates to address minor
fixes)?
All software releases occur on a monthly cadence, outside of any releases required for critical issues. Customers are informed of the releases and major changes in them through access to the Learnsoft Roadmap and communication with customer service representatives, as well as release notes that are published with each release. The roadmap includes anticipated release dates that fall in line with the monthly cadence.
As a SaaS product, software updates, both major and minor, are pushed out to the platform in a way that does not affect customers or generally require them to make any changes. Any changes that would require an outage or require action from the customer will be communicated prior to the release.
All changes go through a QA processes, which includes deployment to a Sandbox environment where customers may also evaluate the changes.
In the event of contract
termination, how is our
LMS data (historical
employee records and
course content) provided?
Is there an additional cost?
In most cases Course Content is not generated within the Learnsoft LMS, although it does support the capability to do so. Many customers leverage external SCORM generation tools and upload the files into our platform via SFTP. In those cases, customers would already have all of the original content and would not need to download any content from Learnsoft.
Many customers also leverage course content from other providers such as OpenSesame that can be utilized within the Learnsoft Platform, which also eliminates the need to retrieve that data from Learnsoft. In the cases where unique content is created within Learnsoft or uploaded to Learnsoft, all of the content is available through SFTP and in the future will be available through SFTP as well as through Google Cloud Storage Buckets. Historical employee records related to courses, certifications, and so forth are available either through use of the Learnsoft API, or through a data export from the Platform.
What file types/formats
are accepted when
uploading custom content
to the LMS solution?
Learnsoft accepts many different file types, although the bulk of content data consists of SCORM/AICC compliant content. Various other media / video files are also acceptable. The Platform does not have a specific upper limit on file sizes when files are uploaded via SFTP, although very large files could affect browser performance (not from a Platform perspective, simply an internet perspective). There is a limit on file sizes if a user uses the Platform UI to upload a file - that upper limit is currently configured to 30 MB, though it could be configured for a larger size.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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Does the solution allow
granular control of
administrator
permissions/rights within
the application and/or
creation of custom roles
that can be applied to
specific groups of users
(i.e.: full admins,
department admins,
content administrators,
etc.)?
Learnsoft's application is a role-based hierarchy. This is comprised of users, groups/teams/departments and policies. Users can belong to one or many groups with each group having its own policies. We have an extensive list of pre-populated roles but administrators can create new roles/users, groups with specific permissions and policies.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 73 of 103 TAB E (6.7) – System Features and Functionality
Section 4.0 (Scope of Work) and Attachment E list features and functionality to help assess the efficiency of the proposed system. Proposers are not required to provide a system that includes all features in order to be selected to participate in the next phase of the proposal process.
Proposers should indicate the following and/or provide comments where needed for each item in the matrix in Attachment E. The matrix is provided electronically for ease of completion as a supplemental document in Public Purchase.
It is our custom to first honor the specific questions our clients and prospective clients ask about their own LMS build. In your case, we will first respond to the direct needs you’ve outlined in this requirements matrix to achieve that important service.
Requirements Matrix (RFP Attachment E)
No. Description Status Response
Code Comments
1. Content Creation
1.1 Create new assignments with
the following information:
Title
Due Date
Expiration Date
Duration
Location
Category
Type
Subject
Priority
Prerequisites
Audiences
Curriculum
Contact
Department
Division
Description
Required Y
The Learnsoft LMS allows for
establishing extensive parameters.
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1.2 Supports multiple file types
as attachments including
picture (ex. .jpg), image (ex.
tif, tiff), Microsoft Office
products (ex. Excel,
PowerPoint), PDF, Video
(.mp4) and other standard
file types as attachments. Required Y
Learnsoft accepts many different file
types, although the bulk of content data
consists of SCORM/AICC compliant
content. Various other media/video files
are also acceptable. The Platform does
not have a specific upper limit on file
sizes when files are uploaded via SFTP,
although very large files could affect
browser performance (not from a
Platform perspective, simply an internet
perspective). There is a limit on file
sizes if a user uses the Platform UI to
upload a file - that upper limit is
currently configured to 30 MB, though
it could be configured for a larger size.
1.3 Supports upload of custom
content (e-learning,
administrative regulation
documents, xAPI, cmi5,
SCORM, etc.). Required Y
Any type of file types can be added to
the learning modules, which can be
launch on a browser and the mobile
device. E-learning content types are as
follows 1. SCORM 2. AICC 3.
TINCAN 4. xAPI 5. LTI. Additionally,
Assessment/Test types 1. Built-in
assessment 2. SCORM based
assessment. Lastly, Acknowledgement
content(digital signature required) and
non-tracking URL.
1.4 Clone or copy an existing
assignment to create a new
assignment.
Optional Y
Learnsoft clone feature allows to copy
existing course and content.
1.5 Spelling and grammar check
capabilities. Required Y
This is standard feature of our LMS.
1.6 Automatically generate a
unique assignment / matter
ID to each record. Required Y
Learnsoft’s application has MS SQL
Server as a backend. Any entity (Users,
Groups, Courses, Catalogs and others)
are created with its own unique identity,
which becomes the ID for each record.
1.7 Create, modify and delete
notes with unlimited number
of alphanumeric and special
characters.
Required Y
Notes and Comments field is a text of
unlimited size and can accommodate
alphanumeric and special characters.
1.8 System allows creating and
editing career management
learning paths. Required Y
As a LMS system allows to create and
modify the learning paths for users,
which can be auto-assign, tracked and
reported.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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1.9 Enables efficient course
creation workflows for
uploading e-learning content
(assign subjects, curriculum,
audiences, prerequisites,
completion dates, expiration
date).
Required Y
Administrators and Instructors have
complete control when adding, editing,
importing, removing/deleting
courses/content. Learnsoft strives to
empower users to be hands on and limit
the need to contact support to complete
tasks. That being said, Learnsoft is
always there to support our end users as
needed 24/7.
1.10 Ability to assign or push new
content versions to select
audiences. Required Y
Admins and Managers have complete
control when assigning and pushing
content to users.
1.11 User friendly interface to
create custom training
courses/assignments in an
interactive and easy to use
platform.
Required Y
Learnsoft’s provides EZ Studio as our
authoring tool. Similar to Articulate and
Captivate, it has all exporting options
like SCORM, AICC, TINCAN. It can
author all types of e-learning, such as
video creation, simulation, immersive
learning environments, and meets all
accessibility standards. Learnsoft is an
open architecture so we can integrate
with Articulate and Captivate or others
if the client has a pre-existing content
auth tool.
1.12 Ability to save an
assignment/task as a draft to
leave and come back to
editing before publishing.
Optional Y
Learnsoft’s LMS application can create
assignment/track with inactive state.
Once ready for publishing the user can
turn it active.
1.13 Ability for multiple
administrators to access and
edit
content/assignments/tasks
that are in draft mode.
Optional Y
Learnsoft’s LMS application is based
on Users/Groups/Policies, which allows
other administrators to access the
entities in draft mode.
2. Course Catalog
2.1 Course catalog is searchable.
Required Y
Courses are searchable/filterable by
multiple parameters (e.g. IT Security,
HR policy, workplace harassment, and
others.)
2.2 Course catalog can be
filtered by location,
instructor, type, and other
course attributes.
Required Y
Courses are searchable/filterable by
major categories and by other
parameters. Additionally, search at an
individual course level is possible.
2.3 Download/print/save copies
of the assignment or course
materials. Required Y
Every entities have import/export
options for downloading, printing and
making copies.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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2.4 Ability to disable/deactivate
a course without removing it
or deleting it from the
LMS. Ability to maintain the
history of an inactivated
course.
Required Y
Learnsoft’s LMS have active/inactive
flag at the course level.
2.5 System supports manual
assignment of course catalog
content or custom content. Required Y
Learnsoft’s Enrollment module supports
manual assignments of courses via
catalog, search and others.
2.6 System allows deep links to
courses. Required Y
Every course contains a deep link
option.
2.7 Courses can be set to
automatically renew on
periodic basis. Required Y
Learnsoft’s Certification Module can
auto-assign the courses based on
renewal parameters.
2.8 Ability to define content as
required or optional. Required Y
Learnsoft’s Certification Module can
allow certain courses as required and
others as optional.
2.9 Enables integration of 3rd
party content libraries.
Required Y
Learnsoft’s LMS is
SCORM/AICC/xAPI/LTI compliant,
which allows any 3rd party content
integration.
2.10 Ability to link to web content
such as YouTube and
TedTalks.
Required Y
Standard LMS Feature
2.11 Ability for multiple catalogs
or content libraries to be
available to multiple
groups.
Required Y
Learnsoft’s LMS has availability feature
to control the visibility of
catalogs/libraries to users/groups.
2.12 System provides ability to
manage terms / time frames
when courses are available in
the catalog for learner
enrollment.
Required Y
Learnsoft’s Enrollment Module has
feature like Launch, Expiry dates which
helps to control the terms and periods.
2.13 Enables categories to be
assigned to the course
catalog structure.
Required Y
Learnsoft’s Catalog can be designed
using the categories tree structure.
2.14 System provides catalog
availability based on a
learner’s organization
structure (e.g. position,
department, etc.).
Required Y
The catalog availability can be based on
user’s organization parameters.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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2.15 Integrated content library
containing online courses
covering subjects such as
harassment prevention
training, project
management, customer
service, conflict resolution,
communication, team
building, leadership,
performance management,
Microsoft Office, mandated
reporter training, diversity,
equity & inclusion,
workplace safety &
ergonomics, emergency
management services, law
enforcement, and fire
services. For example,
pricing to purchase 100 items
from the content library
versus unlimited content
options.
Required Y
Learnsoft partners with OpenSesame to
provide access to more than 28,000
courses in the OpenSesame catalog. We
cover a variety of content areas such as:
Business skills
Safety
Compliance
Government-specific
Technology and IT
Certifications
Diversity, Equity and
Inclusion
Wellness
Leadership and
Management
The embedded integration between the
LMS and OpenSesame's eLearning
marketplace of over 28,000 courses
gives you the ability to add the relevant
content you need for your learners with
just a couple of mouse clicks. This
patented connection also embeds
OpenSesame 24 hour Product Support
to assist your learners, and allows for
automatic course updates from our
publishers to always give you the latest
version of courses. Last year we
completed over 19,000 course updates
with administrators having to do a thing.
2.16 Ability to integrate with
content from California
Firefighter Joint
Apprenticeship Committee
(Cal-JAC Academy).
Optional Y
Learnsoft’s LMS is
SCORM/AICC/xAPI/LTI compliant,
which allows any 3rd party content
integration.
3. Content and Learner Management
3.1 System allows timed courses
and inactivity time outs. Required Y
Standard LMS feature. Inactivity
timeouts are the system based
parameter.
3.2 Integration of, or ability to
integrate, closed captioning
for video and audio.
Required Y
Standard feature of Learnsoft’s LMS.
3.3 System provides ability to set
relative due dates for
curriculum.
Required Y
The assignment can be set with various
options of “Due Dates”
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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3.4 System supports manually
granting or uploading
certifications (for example,
when a certification is
completed in person: CPR,
etc.).
Required Y
Learnsoft’s LMS has feature of external
training where user can upload the
training certification.
3.5 Enables cancellation of
registration by learner (for
optional content), manager,
or administrator.
Required Y
Learnsoft’s Enrollment Module allows
various cancellation parameters.
3.6 Ability for managers to view
what certifications their
employees have. Required Y
Learnsoft’s Manager Dashboard feature
allows manager to view their
direct/indirect reports certifications.
3.7 System tracks certification
deadlines and notifies users
of missed deadlines. Required Y
Learnsoft’s Reminder Module notifies
users regarding the certification
expirations.
3.8 Supports complex, renewal-
based certifications. Required Y
Learnsoft’s Certification Module
provide parameter based renewal
processes.
3.9 System supports multiple
certification paths. Required Y
Standard LMS feature.
3.10 View revisions to
assignment. Required Y
Standard LMS feature.
3.11 See Log History for each
assignment including edited
by username and
date/timestamp.
Required Y
Learnsoft’s LMS provides complete
audit trail feature with changes and
timestamps.
3.12 View document revision
history including edited by
username and
date/timestamp.
Required Y
Learnsoft’s LMS provides complete
audit trail feature with changes and
timestamps.
3.13 Enables expired courses to
no longer appear in
curriculum, certifications, or
learning paths.
Required Y
Standard LMS feature.
3.14 Search capabilities by task
ID, user, status, category,
type, department, subject,
description, notes. Required Y
Learnsoft’s user search provides search
by
1. ID
2. Name
3. Department
4. Cost Center
5. Facilities
6. Others
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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3.15 Ability to assign and edit pre
and post training events to a
course or class.
Required Y
Standard LMS Feature.
3.16 System tracks certification
renewal and the renewal of
assignments. Required Y
Learnsoft’s Certification Module tracks
all certification and assignment
renewals.s
3.17 System provides capabilities
for course completion
certificate template, system
default and custom certificate
template by course.
Required Y
Learnsoft’s Certification Module
provides the course completion process
with certification template.
3.18 Ability to download or print
course certificates upon
completion.
Required Y
Standard LMS feature
3.19 System provides ability for
learning items to be unlocked
as the learner progresses
through the assigned
courses.
Required Y
Learnsoft’s LMS provide the learning
path with order, which allows user to
complete the learning in a specific
order.
3.20 System allows for user
acknowledgement of specific
content and tracks the date
and timestamp for user
completion.
Required Y
Learnsoft’s LMS has “Acknowledge
Only” type of e-learning which
timestamps the user completion.
3.21 Ability to add attachments or
notes to completed
assignments.
Required Y
Standard LMS feature.
3.22 Ability for users to see their
course completion history
and sort by title, completion
date, etc.
Required Y
Learnsoft’s LMS provides a “Transcript
Report” with all these details.
4. Content Assignment
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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4.1 System provides ability to
view waitlist (masking
employee information) and
enroll on waitlist. For
example, user can see that
they are in 11th place on a
waitlist without seeing the
name and details of who is
ahead of them.
Required Y
Learnsoft’s Enrollment Module
provides a complete “Waitlist” feature
with limited waitlist visibility to the
enrollees.
4.2 System provides ability to set
waitlist deadlines. Required Y
Learnsoft’s Enrollment Module
provides a complete “Waitlist” feature
with expiry dates to the enrollees.
4.3 System supports waitlist
management and allows
automatic or administrator
override capabilities and
cancellation.
Required Y
Learnsoft’s Enrollment Module
provides a complete “Waitlist” feature
with manual and auto-transfer features.
4.4 Ability for enrollment by
learner, manager, registrar, or
administrator.
Required Y
Standard LMS features.
4.5 Enables rules-driven,
automatic assignment of
content and learning paths
based on department,
manager type, start date, or
promotion date.
Required Y
Learnsoft’s Assignment Scheduler
provides this feature of assigning by
rules and parameters.
4.6 System provides ability for
assignments to be made to
individuals or groups who
share different attributes (for
example, department = IT or
position type = manager).
Required Y
Learnsoft’s Assignment Scheduler
provides this feature of assigning by
individual or groups or teams.
4.7 System supports batch
enrollment process to enroll
multiple users into a single
learning activity.
Required Y
Learnsoft’s Assignment Scheduler
provides this feature of assigning by
batches.
4.8 System provides ability to
select business rules for how
users will access the catalog
and enroll in courses.
Required Y
Learnsoft’s Enrollment Module
provided user to select business rules or
processes for any enrollment.
4.9 Enables assigning catalog
content based on predefined
groups or audiences. Required Y
Learnsoft’s Assignment Scheduler
provides this feature of assigning by
individual or groups or teams.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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4.10 System can assign a bundled
course of different learning
formats such as online
lessons, classroom seminars,
and white paper readings.
Required Y
Learnsoft’s LMS can assignment
following trainings
1. Online
2. ILT – Instructor/Room based
3. Webinar
4. External
5. Testing/Assessments/Surveys
5.1 System supports testing and
automatic generation of test
scores. Required Y
Learnsoft’s Assessment Module
supports creation and assignment of test
with all its parameters.
5.2 System enables a
test/assessment question
bank. Required Y
Learnsoft’s Assessment Module
supports creation for question bank with
all its parameters.
5.3 System enables creation of
multiple assessment question
formats (e.g. true/false,
multiple choice, drag-and-
drop, and matching) within a
test engine.
Required Y
Learnsoft’s Assessment Module
supports various question types
1. True/False
2. Multiple Choice
3. Drag-and-Drop via EZStudio
4. Matching via EZStudio
5.4 System supports copying and
editing existing
surveys/assessments when
adding a new
survey/assessment.
Required Y
Learnsoft’s Assessment Module
supports clone feature.
5.5 System supports making tests
or surveys a requirement to
complete a course.
Required Y
Force Evaluation and Assessment can
be added to the course.
5.6 System supports linking tests
and surveys to all learning
activities (e.g. curriculum,
certifications, course,
session, blogs, wikis, virtual
classroom).
Required Y
Standard LMS Assessment feature
5.7 System provides ability to
weight test sections. Required Y
Learnsoft’s Assessment Module
supports weighting for question groups.
5.8 System enables the
administrator to configure
how many times a user can
take a test.
Required Y
Learnsoft’s Assessment Module
supports parameters for Retake
5.9 System supports user-
generated ranking and/or
rating of learning content.
Required Y
Learnsoft’s Assessment Module
supports rating features
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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6. Notifications
6.1 Automated email reminders
to staff when action is
required or an action is
overdue.
Required Y
Learnsoft’s Notification/Reminder
Module provides options to send
email/SMS for LMS related events
6.2 Automated email
notifications of
confirmations, changes, and
cancellations.
Required Y
Learnsoft’s Notification/Reminder
Module provides options to send
email/SMS for LMS related events
6.3 Ability to customize email
notifications for a specific
assignment/course.
Required Y
Each of these notification and reminders
can be customize.
6.4 Ability for the system to
generate and automatically
send an email to learner that
includes an outlook calendar
invite for the applicable
date/time.
Required Y
If the event has calender attached,
system will automatically send an email
with outlook calendar.
6.5 Ability to include deep links
to course content via email. Required Y
Each of these notification and reminders
can be customize.
6.6 System supports learner
registration and triggers an
email to their manager if
learner self-registers for a
specific course.
Required Y
Standard LMS Enrollment feature via
email.
6.7 System provides system-
based message center/user
inbox. Optional N
Currently not supported by Learnsoft.
However, this functionality is in our
product roadmap for Q2 2024.
6.8 System provides ability to
schedule announcements. Required Y
Global announcements can be triggered
by the system.
6.9 System recognizes the
completion of overdue
courses and stops sending
notices and marks the item as
complete.
Required Y
Standard Notification/Reminder feature.
6.10 Ability to include the
manager/supervisor on a
notification to the employee
when an activity is
approaching the due date or
is overdue.
Required Y
This feature is configurable at the
course/class level,
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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7. System Administration
7.1 Access to modify values in
all drop downs/descriptive
fields in the software.
Required Y
All lookups fields has its own dataentry
for the admins.
7.2 Provide an audit trail and
history of any changes to
documents and/or
assignments including file
deletions with edited by and
date/timestamp detail.
Required Y
Learnsoft’s application has a complete
audit trail with details like
1. User who changed the record
2. Old value
3. New value
4. Date and time of the change
7.3 File and content version
control and tracking. Required Y
Standard Learnsoft LMS functionality.
7.4 Ability for administrators to
impersonate another user in
the system for
troubleshooting purposes.
Optional Y
Learnsoft application provides “Ghost”
login for administrator and help desk.
8. User Access
8.1 Security settings by user
profile.
Required Y
Learnsoft’s application is based on
Users/Groups/Policies. All security
settings are coming from the user’s
profile.
8.2 Show or
hide functionality based on
security settings. Required Y
Learnsoft’s application is based on
Users/Groups/Policies. User access is
granted based on these groups and
policies.
8.3 View user login history. Optional Y Standard Authentication feature
8.4 Allow security permissions
by groups/job
class/department/position. Required Y
Learnsoft’s application is based on
Users/Groups/Policies. User access is
granted based on these groups and
policies.
8.5 Users can be assigned to one
or more security groups or
roles.
Required Y
Multiple groups can be assign to the
user with single profile.
8.6 Administrators can add or
remove permissions for other
users. Required Y
Learnsoft’s application is based on
Users/Groups/Policies. Administrators
can add or remove permissions.
9. Solution Specifications
9.1 Oracle integration to send ad
hoc import files as needed. Required Y
Learnsoft’s ERP Link integrates with
Oracle for automated or adhoc based
imports.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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9.2 Oracle integration including
continuous import of
employee, department, and
position information.
Required Y
Learnsoft’s ERP Link integrates with
Oracle for importing user and all its
attributes.
9.3 Single Sign-on (SSO)
integration SAML 2.0; City
SSO vendor is PingFed. Required Y
Learnsoft’s SSO Module can integrate
with SAML 2.0, oauth or OpenID
Connect with any IDPs.
9.4 MFA (multi-factor
authentication) options
available in the software.
Optional Y
Achieved with SAML 2.0
9.5 Support for use on iOS
mobile devices to support
mobile learning.
Optional Y
Learnsoft’s Mobile Module is a native
iOS and Android application.
9.6 Licensing options
for unlimited storage if
hosted by vendor.
Required Y
Standard LMS Feature
9.7 Licensing for up to 2500
users. Please include
differentiated pricing for
Regular (1600) versus
Temporary Staff (900).
Required Y
We have included pricing for up to 2500
users in this proposal.
9.8 Vendor provided system
documentation and training. Required Y
Standard LMS Feature
9.9 Vendor provided system
maintenance and support;
24/7 support not required.
Required Y
Standard LMS Feature
9.10 Files stored in an open non-
proprietary format, allowing
the files to be saved and
backed up to other media as
needed.
Required Y
Standard LMS Feature
9.11 Retention options based on
date fields. Required Y
Standard LMS Feature
9.12 Browser-based interface with
no required add-ins (MS
Silverlight, etc.). Required Y
Learnsoft’s LMS application is browser
based with no additional plugins
required.
9.13 Solution includes a separate
Test environment for testing
updates and conducting
development work.
Required Y
Learnsoft’s application comes with
Production and SandBox environment.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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9.14 Develop and maintain TEST
and PROD environments
after go-live.
Optional Y
Learnsoft’s application comes with
Production and SandBox environment.
9.15 A TEST refresh (copy
production to test) at least
once per calendar year to
refresh the data in the test
environment.
Optional Y
Based on client’s requirement.
9.16 Adherence to the regulations
of the Americans with
Disabilities Act and its
amendments, as well as to
the regulations of Section
504 of the Rehabilitation Act
of 1973.
Required Y
Learnsoft complies to these regulations
9.17 Ability to customize the web
page to include a City of
Roseville logo, change the
color scheme, and modify the
modules available on the
Welcome page.
Required Y
Learnsoft’s LMS Login pages and
system can be branded and
configurable.
9.18 Integration with or ability to
integrate web conferencing. Optional Y
Learnsoft’s Web Conferencing Module
Integrates with MS teams, Zoom,
GoToMeeting and others.
9.19 Support electronic
signatures. Required Y
Standard LMS Feature.
10. Reporting
10.1 Report: all incomplete
assignments by department. Required Y Standard LMS Report
10.2 Report: all complete
assignments by department. Required Y
Standard LMS Report. Group by
Department, facility, regions and others
10.3 Report: all assignments by
status:
Complete
Incomplete
Started
Not Started
Percent complete
Overdue
Overdue by number
of days
Required Y
Standard LMS Report. Groups by
following statuses
1. Complete
2. Incomplete
3. Enrolled
4. Pending
5. Waitlisted
6. Expired
7. Cancelled
8. Others
10.4 Report: all survey results by
course/activity/assignment. Required Y Standard LMS Report
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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10.5 Dashboard capabilities
providing an overview of
assignments (summary page
displaying enrollments,
overdue items, completion
certificates, etc.).
Required Y
Learnsoft’s Analytic Module provides
dashboards for User, Managers,
Instructors and Administrators with all
details.
10.6 Export report data as a PDF,
.csv, or .xlsx file (Excel). Required Y
All reports can be exported to excel,
pdf, xml, csv and others.
10.7 Date range parameter and
point-in-time reporting on all
data.
Required Y
Standard Report parameter.
10.8 User friendly interface to
create unlimited custom
reports where all field values
in the system are
reportable. Including system
fields such as date created,
created by, etc.
Required Y
Learnsoft’s application has builtin
report generator, which can help
administrators to create reports.
10.9 Run reports using standard,
predefined report templates. Required Y
Standard Report feature
10.10 Schedule reports for a
daily/weekly/monthly
frequency. Optional Y
Learnsoft Schedule Reports helps
administrator to schedule for multiple
groups.
10.11 Limit access to reporting by
security level/role. Required Y
Learnsoft’s application uses
Users/groups/policies, which can limit
access to certain reports.
10.12 After an assignment or
course is edited by an admin,
reporting maintains the user
completion history.
Required Y
Standard Report feature
10.13 Ability for reporting to be
available to admins across
multiple departments.
Required Y
Standard Report feature
10.14 Ability for reporting output
to be permission based so
that department
representatives can only see
results for their specific
department.
Required Y
Standard Report feature
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 87 of 103
10.15 Report: Ability to run
forecast reports to see when
an employee’s certification
will expire by Department.
Required Y
Standard Certification Report feature
10.16 Analytics options to review
learner engagement, make
recommendations for
assigning content to specific
users, and graphically display
KPIs and department based
metrics for assignment
status.
Optional Y
Learnsoft’s Analytic Module provides
dashboards for User, Managers,
Instructors and Administrators with all
details.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 88 of 103 TAB F (6.9) – Vendor and Technology Requirements
Please provide any technical requirements that must be met by the City to implement the solution: We have submitted Attachment 4: Learnsoft LMS Data Requirement to this proposal.
This includes network (speed, ports, and settings), client (OS, RAM, and Processor), and software (browsers, .NET version, and 3rd party applications).
We have submitted Attachment 4: Learnsoft LMS Data Requirement to this proposal.
Please provide a document that specifies the key computer programming technologies used to develop the system and manage the data.
The Learnsoft Platform currently utilizes SQL Server 2019 Enterprise Edition in our production environment. Moving forward, as part of our cloud migration effort (mentioned in the data center question) we are migrating from SQL Server Enterprise to a highly available clustered PostgreSQL based datastore within Google Cloud SQL. The database migration is beginning in Q3 2023.
Also provide information regarding frequency and process for software updates.
All software releases occur on a monthly cadence, outside of any releases required for critical issues. Customers are informed of the releases and major changes in them through access to the Learnsoft Roadmap and communication with customer servic e representatives, as well as release notes that are published with each release. The roadmap includes anticipated release dates that fall in line with the monthly cadence.
As a SaaS product, software updates, both major and minor, are pushed out to the platform in a way that does not affect customers or generally require them to make any changes. Any changes that would require an outage or require action from the customer will be communicated prior to the release.
All changes go through a QA processes, which includes deployment to a Sandbox environment where customers may also evaluate the changes.
For client-side system access, the City is most interested in browser-based technology. A browser-based client solution should support multiple browser options for City staff.
Learnsoft is a web-based, SaaS platform that can be accessed by any user’s browser.
Please provide information on the minimum and maximum browser requirements for all system components.
Learnsoft’s LMS/TMS application is a true browser based application with no special plug-ins needed. We support standard browsers like Microsoft Edge, Chrome, Safari and Firefox.Internet Explorer 9.0 or above, Edge - 88 or above, Firefox – 2.0 or above, Safari 3.0 or above, and Chrome 10 or above
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 89 of 103 TAB G (6.10) – Training and Support
Please provide detailed and thorough responses to the following questions:
Training
What training is provided or
required as part of implementation?
Please provide descriptions and
details of training provided by your
firm. Please include sample
materials as well as details regarding
what is included in standard versus
customized training.
Learnsoft and Client Project Managers coordinate
and schedule training needs for the client
organization. Client LMS Admins and Internal
Trainers are provided multi-day, multi-level onsite
training and Learnsoft, upon request, can provide
initial half-day-training sessions for top LMS
Managers and Instructors.
More details can be found in our full Training Plan in
Tab D of this proposal.
What training and resources are
provided or offered after go-live to
support functionality changes,
software updates and/or to assist
with training new staff?
Training manuals, Power Points and videos are
made available for all key group roles through a
User Help Tab and these training video can also be
auto run or assigned to Users when first accessing
the system.
Admins have access to a full library of documents
and videos on the Learnsoft Help Wiki.
More details can be found in our full Training Plan in
Tab D of this proposal.
Support
The proposer's software maintenance and support plan should include or address the following components:
Information and policies regarding
future enhancements, releases, and
upgrades.
Outlined below
Procedures to resolve critical system
problems.
Outlined below
A description of any user-based
support groups or programs that
enable solution customers to support
one another and provide feedback to
the vendor.
Outlined below
This is a duplicate support plan to the one submitted in TAB D of this proposal.
Support
Learnsoft’s service and support plan is rooted in three pillars: Training, Customer Success, and Support. Proper training enables a confident and competent workforce through while customer DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 90 of 103 success helps sustain adoption and drive innovation and adherence. Support is always there to help troubleshoot issues, implement new ideas and make it as easy as possible for your learners to get in and out of the system as efficiently and effectively as possible.
Training
Details of our training approach can be found immediately above and throughout the body of this proposal.
Customer Success
After Go-Live the client operations manager remains as key contact for ongoing support, enhancements, and training, meeting weekly with top client LMS Admins. Additionally direct access to the Learnsoft Client Support Desk is made available to client assigned Administrators. All Administrators are provided access to the Learnsoft knowledge base for support and training tools. Learnsoft also provides ongoing support webinars and one- on-one training at various points throughout the year and makes these materials and recordings available to administrators in our support knowledge base.
Close relationships with our clients mean customer satisfaction and success are taken personally at Learnsoft. Regular frequent meetings with your account manager are more than a review of open issues and provide an opportunity for ongoing feedback. Quarterly Business Reviews with members of the Learnsoft leadership team are another opportunity to provide feedback. Periodic client surveys and CSAT surveys on tickets and other interactions afford us many data points to assure our client needs are being meet.
Support
Learnsoft’s customer support is paramount to a successful deployment and what our clients rave about. Under promise and over deliver isn’t a catch phrase for us. We take pride in our work and want to ensure that our services and products are truly exceptional, and that we create a best-in-class client support experience.
To that end, Learnsoft strives to make an initial response within the business hour of receiving a support ticket. Tickets are routed to the most appropriate member of our team depending on the type of question or request. Complaints (or praise) are escalated through our Director of Client Success and COO. Their contact information is provided to clients and available in our escalation procedures. Our current average response time for all incoming tickets is currently under 1 hour during normal support hours. Our targeted initial response times for Critical/Emergency site down are 1 hour, High 4 hours, and Normal priority 8 business hours.
Learnsoft contractually guarantees a 99.7% uptime of the platform. Technical support for Critical/Emergency site down and High issues resulting in serious disruption of a major business function are supported 24/7. Our Learnsoft team is distributed across the continental United States. We make every effort to accommodate client timeframes, but Standard Support Hours are currently 8:30AM to 5:30PM PST (9:30AM - 6:30PM Mountain), except weekends and national holidays. Critical/Emergency site down types of issues are handled 24/7.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 91 of 103
We ask that all support requests and conversations go through the Learnsoft support portal so we can better track and more quickly address questions and issues. Clients should create a support case for: System or application issues and/or errors; Requests to add or modify modules, settings, or to ask what’s possible; General help with the application; Questions for your project manager; SOW or billing related inquiries.
Designated support contacts from your organization will have access to submit and review case history. A simple form or email submission will create a ticket visible by our entire Learnsoft team. After initial review and triage, tickets are escalated internally to the most appropriate resource to respond and work toward resolution with you.
Learnsoft has a Prioritization and Roadmap process managed by the Product Management team to both assess and prioritize platform enhancements. These enhancements may originate from the customer or internally from the Learnsoft team.
Enhancements and features are evaluated against other features with feedback from stakeholders and customers considered. Every feature set is estimated and scheduled into the delivery roadmap. All features, enhancements, and bugs also pass through the standard development and deployment process, ensuring that they are planned, tested, documented, and communicated.
To this end our team reviews bi-annual client surveys, CSAT ratings, and direct feedback from our clients and makes continuous adjustments to improve our support. Our team is also highly responsive to feature enhancements and new functionality based on client requests and needs. These are reviewed for prioritization in weekly calls and incorporated into the Learnsoft product roadmap as appropriate. Our clients are our greatest asset, and it is our goal to make sure our clients always have an exceptional experience with Learnsoft.
Service Level Agreement (SLA)
We have submitted an sample SLA as Attachment 5 to this proposal.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 92 of 103 Proposer's Certification
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 93 of 103 TAB H (6.11) – Cost Proposal
Provide a total cost proposal for all products and services to be delivered, and a breakdown of costs delineated by tasks as described in your project plan. Include a schedule of hourly rates for all proposed staff and the amount of time each person will be devoted to this project. Define any reimbursable expenses requested to be paid by the City. Costs should be separated into milestone payments such as environment set up, licensing, maintenance, implementation, and training.
Total cost of ownership should also be included based on the contract terms specified in Section
4.1. Learnsoft submits the following pricing structure for this RFP. Learnsoft, Inc. welcomes negotiating a best and final offer (BAFO) with Roseville to ensure we become your go-to LMS/LX Partner.
Descriptions Qty Frequency Unit
Price Total
LMS One Time Fees:
Project Implementation Services 1 One Time $10,000.00 $10,000.00 Data Migration (Included in Implementation Fee) 1 One Time INCL INCL Training (Included in Implementation Fee) 1 One Time INCL INCL LMS Recurring Fees:
LMS Software License Annual Fee - Per Year - Year
1 1350 Recurring $22.00 $29,700.00
LMS Software License Annual Fee - Per Year - Year
2 1350 Recurring $22.00 $29,700.00
LMS Software License Annual Fee - Per Year - Year
3 1350 Recurring $22.00 $29,700.00
LMS Software License Annual Fee - Per Year - Year
4 1350 Recurring $22.00 $29,700.00
LMS Software License Annual Fee - Per Year - Year
5 1350 Recurring $22.00 $29,700.00
Support and Service (Included in license fee) 1350 Recurring INCL INCL Security and Data Management (Included in license
fee) 1350 Recurring INCL INCL
LMS TOTAL One Time Fees $10,000.00
LMS TOTAL Recurring Fees $29,700.00
LMS TOTAL Year 1 $39,700.00
LMS Optional Items:
Change Management Services (Minimum 4 hours) 4 Per Hour $195.00 $780.00 Additional Integrations - Integrations with HR
systems beyond the scope of this contract 1 One Time (Per Integration) $2,000.00 $2,000.00
LMS Software License Annual Fee – Annual
Renewal fee – Per Year – Years 6 & 7 1350 Recurring $22.00 $29,700.00
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 94 of 103 OpenSesame is a subscription model for content giving you access to over 28,000 courses of our most popular publishers. You can pick and choose as many courses as you wish to put in your LMS at one time, meaning you are not overwhelming your learners with courses that are not relevant to your organizational goals. Additionally, new courses are constantly being curated and revamped so your learners are staying up -to-date with current content and trends. In purchasing licenses needed to replace employees that have left the organization will be included at no additional cost.
Content Fees
OpenSesame Plus 100 Software License Annual Fee - Per Year - Year 1 1350 Recurring $31.44 $42,444.00
OpenSesame Plus 100 Software License Annual Fee - Per Year - Year 2 1350 Recurring $31.44 $42,444.00
OpenSesame Plus 100 Software License Annual Fee - Per Year - Year 3 1350 Recurring $31.44 $42,444.00
OpenSesame Plus 100 Software License Annual Fee - Per Year - Year 4 1350 Recurring $31.44 $42,444.00
OpenSesame Plus 100 Software License Annual Fee - Per Year - Year 5 1350 Recurring $31.44 $42,444.00
CONTENT TOTAL Recurring Fees $169,776.00
Optional Content Fees
OpenSesame Plus 100 Software License Annual Renewal Fee - Per Year 1350 Recurring $39.93 $53,905.50
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 95 of 103 TAB I (6.12) – Required Statements and
Documents
Include statements of assurance regarding the following requirements in the proposal:
California Secretary of State Registration
Screen shot of Learnsoft Technology Group’s ACTIVE status is below as required.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 96 of 103 Non-substitution
Learnsoft Technology Group, Inc. acknowledges and affirms: Non-substitution for the designated members of the team without approval by City staff (Section 5.0) Learnsoft assures that the designated project team, including sub-consultants or sub-contractors (if any), is used for this project. Departure or reassignment of, or substitution for, any member of the designated project team, sub-consultant(s) or sub-contractor(s) shall not be made without the prior written approval of the City.
Conflict of Interest
Learnsoft Technology Group, Inc. acknowledges and affirms: The absence of a conflict of interest (Section 10.4) Learnsoft warrants that no official or employee of the City has an interest, has been employed or retained to solicit or aid in the procuring of the resulting contract, nor that any such person will be employed in the performance of such contract without immediate divulgence of such fact to the City. Contractors submitting a proposal in response to this RFP must disclose any actual, apparent, direct, indirect, or potential conflicts of interest that may exist with respect to the Contractor or the Contractor's management or employees relative to the services to be provided to the City. Conflict of interest issues may require consultation with legal counsel. If a Contractor has no conflicts of interest, a statement to that effect must be included in the proposal. Violation of this section shall be a material breach of the contract entitling the City to any and all remedies by law or in equity.
Insurance and Indemnification
Learnsoft Technology Group, Inc. acknowledges and affirms by attaching our Certificate of Insurance: Indicate your ability and agreement to fulfill the indemnification and insurance requirements contained in the sample contract (Section 10.7). (Please note that actual certificates of insurance are not required as part of your submittal.) The City's standard indemnification and insurance requirements are provided in the sample contract, included in Attachment F. All costs of complying with the insurance requirements shall be as included in your pricing. The selected Contractor shall provide complete and valid insurance certificates within ten (10) days of the City's written request. Failure to provide the documents within the time stated may result in rejection of the Contractor's proposal. If a proposer takes exception to the indemnification and insurance requirements, then the nature and scope of the proposed exceptions may negatively affect the evaluation of that proposer's submittal and the City's determination of whether it is possible to successfully negotiate a contract with that firm. Submitting exceptions are at the proposer's own risk.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 97 of 103
Proprietary Information
Learnsoft Technology Group, Inc. acknowledges and affirms: A statement that nothing contained in the submitted proposal will be proprietary. (Section 10.23) Learnsoft warrants compliance DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 98 of 103 with these specifications: Proprietary Information. Proposers submitting a proposal in response to this RFP must provide a statement that nothing contained in the submitted proposal will be proprietary. However, if a proposer desires to claim a privilege against public disclosure for a trade secret or other proprietary information, such information must be submitted with the proposal in a separate envelope marked "confidential." The City Attorney's Office will determine if the information is in fact proprietary, based on state and federal law. Note that under California law, a price proposal to a public agency is not a trade secret. The Contractor shall defend, indemnify and hold harmless the City regarding any claim by any third party for the public disclosure of the "confidential" portion of the proposal.
Additional Affirm ations
Learnsoft Technology Group, Inc. signatories on this RFP response have thoroughly reviewed and affirm:
Addendum1_RFP12-030_20230823 (Signed copy attached to this proposal) Addendum2_RFP12-030_20230823 (Signed copy attached to this proposal) Attachment E_RequirementsMatrix
Learning Management System(LMS) RFP 12-030
RFP12-030_PreProposalCall_20230823
All tabs and project documents posted to
https://www.publicpurchase.com/gems/login/login?dst=%2Froseville%2Cca%2Fbid %2FbidView%3FbidId%3D176063
Questions for Bid RFP #12-030 - Learning Management System (LMS)
Noncollusion Declaration
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 99 of 103
Compliance with Economic Sanctions
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 100 of 103
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 101 of 103 TAB J (6.13) – Exceptions
Describe any and all proposed exceptions, alterations or amendments to the Scope of Services or other requirements of this RFP, including the Sample Contract (Attachment F). The nature and scope of your proposed exceptions may negatively affect the evaluation of your submittal and the City's determination of whether it is possible to successfully negotiate a contract with your firm.
Learnsoft Technology Group, Inc. has no exceptions to declare.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 102 of 103 TAB K (6.14) – Competency of Proposers
The City wants to ensure that the successful Contractor has the necessary facilities, ability, experience, and financial resources to provide the services specified herein in a satisfactory and timely manner. Please list and explain any pending bankruptcies, liens, stop payment notices, judgments, lawsuits, arbitrations, mediations, foreclosures, and any similar actions filed or resolved in the past seven (7) years. Please indicate whether a client has ever terminated a contract with your firm for breach, and if so, please explain.
Learnsoft has no pending bankruptcies, liens, stop payment notices, judgments, lawsuits, arbitrations, mediations, foreclosures, and any similar actions filed or resolved in the past seven (7) years. We have never had a client terminate us for breach.
DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A RFP 12-030 Learning Management System (LMS)
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_________________________________________________________________________________________________ 200 Academy Drive, Ste. 200, Austin, TX 78704. Tel: (858) 546-1800. Fax: (858) 546-1791. learnsoft.com Tuesday, September 12, 2023 Page 103 of 103 Tab 4 – Attachments
Learnsoft submits the following attachments as supplemental information to this proposal.
Attachment 1 OpenSesame Brochure
Attachment 2 Learnsoft Security and Policy Control
Attachment 3 Learnsoft Information Protection Standards
Attachment 4 Learnsoft User Data Requirements
Attachment 5 Learnsoft Service Level Agreement
Attachment 6 Learnsoft LMS Manual Admin 2023
Attachment 7 - Learnsoft LMS Manual User 2023
Attachment 8 - Learnsoft LMS Phase 2 Standard Sample Reports
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Security and Privacy Standards
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Learnsoft Technology Group, Inc.
Information Protection Standards
Covering security, privacy, and business continuity
Version 6.42
December 2021
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Table of Contents
1 Change Control ...................................................................................................................... 12 2 Preface and background material ........................................................................................... 13
2.1 Key concepts ..................................................................................................................... 13 Information Security Principles ............................................................................................. 13
Definitions: policies, standards, and guidelines ..................................................................... 13 3 Using these standards ............................................................................................................. 15
3.1 Audience – who will use this document ........................................................................... 15
3.2 How the document is used ................................................................................................ 15
3.3 Exemption process – how to deviate from this standard .................................................. 15
3.4 Maintaining this document ............................................................................................... 16
Periodic review and update .................................................................................................... 16 Updates, suggestions, improvements ..................................................................................... 16
3.5 Terminology used in this standard .................................................................................... 16
Shall, Will, Mandatory, Must:................................................................................................ 16 Should, Recommended, Where Possible: .............................................................................. 16 May, Optional: ....................................................................................................................... 16
4 Roles and responsibilities....................................................................................................... 17
4.1 Rules for ownership of information .................................................................................. 17
4.2 The role of information owners ........................................................................................ 17
4.3 The role of information custodians ................................................................................... 17
4.4 Information users .............................................................................................................. 17 Clean desk .............................................................................................................................. 18 Clean screen ........................................................................................................................... 18
4.5 Managers........................................................................................................................... 18
4.6 Information security officer .............................................................................................. 18
4.7 Privacy officer................................................................................................................... 18
5 Information classifications and requirements ........................................................................ 19
5.1 The security classification process.................................................................................... 19 Classification analysis structure ............................................................................................. 19
5.2 The classes of information for security and privacy ......................................................... 20 Confidential ............................................................................................................................ 20 Internal use ............................................................................................................................. 21
Public...................................................................................................................................... 21 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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Unclassified ............................................................................................................................ 21
5.3 Setting requirements for business continuity .................................................................... 21
6 Handling rules for the information classifications ................................................................. 23
6.1 Inventory of information assets ........................................................................................ 23
6.2 Rules for access to information assets .............................................................................. 23
Vendors, contractors, and other outsiders .............................................................................. 23 Individuals .............................................................................................................................. 23 By our company ..................................................................................................................... 23
6.3 Rules, by security classification........................................................................................ 24 Public information.................................................................................................................. 24 Internal use ............................................................................................................................. 24 Confidential ............................................................................................................................ 24
6.4 Business continuity rules .................................................................................................. 25 Default rules ........................................................................................................................... 25 Rules for personal and mobile systems .................................................................................. 26
6.5 Retention rules for information......................................................................................... 26 Default rules ........................................................................................................................... 26
6.6 Disposal of systems and information ................................................................................ 26
6.7 Information sharing and privacy ....................................................................................... 27
6.8 Release of company information ...................................................................................... 27 7 Risk analysis and management .............................................................................................. 29
7.1 Risk reviews...................................................................................................................... 29
7.2 Risk management.............................................................................................................. 29 8 IDs and accounts .................................................................................................................... 30
8.1 User IDs ............................................................................................................................ 30 ID and account creation.......................................................................................................... 30 Account suspension................................................................................................................ 31 Account management ............................................................................................................. 31
8.2 Trusted accounts and IDs.................................................................................................. 31
8.3 Systems default IDs .......................................................................................................... 31 9 Authentication ........................................................................................................................ 32
9.1 Passwords.......................................................................................................................... 32 Format .................................................................................................................................... 32 Rules....................................................................................................................................... 32 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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Automated password resets .................................................................................................... 33
9.2 Authentication devices...................................................................................................... 33
Biometrics .............................................................................................................................. 33 Tokens .................................................................................................................................... 33 10 Authorization and rights management .................................................................................. 34
10.1 User types........................................................................................................................ 34
10.2 Access rules .................................................................................................................... 34
10.3 Privileged users and accounts ......................................................................................... 34
10.4 Emergency accounts ....................................................................................................... 35 11 Information security administration ...................................................................................... 36 12 Incident response and reporting ............................................................................................ 37
12.1 Incident definitions ......................................................................................................... 37
12.2 Incident reporting............................................................................................................ 37 Reporting theft of equipment ................................................................................................. 37
12.3 Incident response ............................................................................................................ 37
13 Personnel security ................................................................................................................. 38
13.1 Newly hired personnel, third parties, vendors ................................................................ 38 Personnel screening................................................................................................................ 38
Terms of employment ............................................................................................................ 38 Acknowledgement.................................................................................................................. 38
13.2 Exit process for users ...................................................................................................... 38
13.3 Ongoing training ............................................................................................................. 38
13.4 Disciplinary processes .................................................................................................... 39 14 Legal and regulatory issues ................................................................................................... 40
14.1 Legal processes ............................................................................................................... 40
14.2 Notices ............................................................................................................................ 40 Logon banner.......................................................................................................................... 40 Email signatures ..................................................................................................................... 40
14.3 Copyrights and licenses .................................................................................................. 40
14.4 Export controls................................................................................................................ 41 15 Malware................................................................................................................................. 42
16 Audit logs .............................................................................................................................. 43
16.1 Requirements setting....................................................................................................... 43
16.2 Audit log rules................................................................................................................. 43 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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16.3 Analysis of audit logs...................................................................................................... 44 17 Encryption management........................................................................................................ 45
17.1 Network encryption devices ........................................................................................... 45 18 Vulnerability assessments and penetration tests ................................................................... 46
18.1 Penetration testing........................................................................................................... 46
18.2 Vulnerability assessment testing..................................................................................... 46
18.3 Remote access testing ..................................................................................................... 46 Dial access.............................................................................................................................. 46
Wireless access....................................................................................................................... 46
18.4 Password testing.............................................................................................................. 46 19 Use of email, Internet, messaging, public sites, blogs .......................................................... 47 20 Workstations, PCs, notebooks, mobile devices..................................................................... 48
21 Networks ............................................................................................................................... 50
21.1 Operations and management ........................................................................................... 50 Monitoring.............................................................................................................................. 50
Access control and physical security ..................................................................................... 51
21.2 Change control ................................................................................................................ 51 New connections .................................................................................................................... 51
Modifications, updates ........................................................................................................... 51
21.3 Documentation ................................................................................................................ 51
21.4 Network design ............................................................................................................... 51
Segmentation .......................................................................................................................... 51 Firewalls ................................................................................................................................. 51 Disclaimers and warnings ...................................................................................................... 52
Internet ................................................................................................................................... 52 VPN ........................................................................................................................................ 52 Wireless .................................................................................................................................. 52 Dial ......................................................................................................................................... 52
Local area networks ............................................................................................................... 52 22 Distributed systems, servers .................................................................................................. 54 23 Computing centers................................................................................................................. 55
24 Physical and Environmental Protections............................................................................... 56
24.1 Definitions.................................................................................................................. ..... 56 Secure sites ............................................................................................................................. 56 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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Secure areas............................................................................................................................ 56 Vulnerable devices ................................................................................................................. 56
24.2 Secure sites...................................................................................................................... 56 Site design .............................................................................................................................. 56 Operations .............................................................................................................................. 57
Physical control over access................................................................................................... 57 Fire protection ........................................................................................................................ 57 Environmental controls .......................................................................................................... 58
24.3 Secure areas .................................................................................................................... 58 Physical control over access................................................................................................... 58
24.4 Vulnerable devices, including notebooks, PDAs, wireless............................................. 58 25 Software ................................................................................................................................ 59
25.1 Acquisition ...................................................................................................................... 59 Shareware, freeware ............................................................................................................... 59
25.2 Documentation ................................................................................................................ 59
25.3 Software Development.................................................................................................... 59
25.4 Change control and maintenance .................................................................................... 60
25.5 System Software ............................................................................................................. 60
Operating Systems.................................................................................................................. 60
25.6 Applications .................................................................................................................... 60
25.7 Databases ........................................................................................................................ 61
26 Appendix – information classifications already known ........................................................ 62 27 Glossary................................................................................................................................. 63 DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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1 Change Control
Version Date Change summary
1.05 July, 2009 Template version, provided by
CSPO Tools, Inc.
The master copy of this document may be downloaded from http://www.learnsoft.com
-OR-
Check with the Information Security team to ensure that you are working with the most current version of this document.
-OR-
Each version is effective for XX months after release.
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2 Preface and background material
It is vital to the reputation and profitability of our company that our information, in all forms, be protected from unauthorized use, modification, loss, or copying. This document sets out the default standards which must be met to ensure that control.
Our information may exist on paper, in voice systems, on IT systems and networks, in the minds of our people, and in other forms. The information which needs protection includes, but is not limited to:
• Customer information (both for customer companies and for people as individuals) • Financial information, including credit cards, salaries, banking, transactions and more • Medical information of all types
• Company patents, business plans, and other intellectual property • Company business records and planning materials, including our customer list, marketing and sales efforts, product line plans, and more.
• Copyrighted materials, both which our company creates and those which we obtain under license from others
Compliance with these standards is mandatory. Any deviation from these standards must be approved beforehand by the Information Security Officer.
2.1 Key concepts
Information Security Principles
The protection of information can be described in several key dimensions:
• Confidentiality
• Integrity
• Availability
• Provability
• Balance risk against cost of controls
In this document, the standards given are the company defaults. They must be applied where appropriate, but always balanced against the cost of implementing the control, and the value of the information involved.
Definitions: policies, standards, and guidelines
These terms are sometimes confused, so are defined here.
Policies are corporate documents which set out the company’s position regarding business processes, behavior of personnel, and similar topics. Policies are a high-level statement of the company’s position. Some of the company policies which relate to information security are:
• Information security policy
• Privacy policy
• Acceptable use policy for IT systems users
• Employment policies
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These policies may be found in the employee handbook.
Standards are the rules which must be followed to enable an effective information security program. Compliance with the standards is mandatory, but deviation is possible if approved by the Information Security Officer.
Standards define the minimum, baseline procedures, practices, and configurations for systems, applications, controls, networks, and related topics. They are designed to provide a single reference point for use during software development and adoption, installation of systems and tools, and during the contracts process with vendors and service providers.
Standards do not, however, give detailed command-line instructions on how to meet the company’s policies. Those are given in the guidelines.
Guidelines are built for each application and platform, and are the handbook to be followed when implementing that particular tool. So long as the security standards are met, however, a guideline may vary a bit from one implementation to another, so long as a justification is given and properly documented.
Put together, these three levels of documents provide a method for the company to audit itself and ensure that proper controls are in place, without excess cost or risk. They also provide a means for the company to explain to regulators, examiners, external auditors or investors how it is that our company is safe, trustworthy, and efficient.
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3 Using these standards
3.1 Audience – who will use this document
This document applies to all of the company’s business units, and also to all teams or companies supporting the company’s business.
• Technology and business process providers should comply with these standards as a matter of contractual obligation
• Business units within our company should comply, unless a risk analysis has been done and a deviation approved by the Information Security Officer. • Teams implementing technologies within our company should use these standards as a part of the requirements-setting process during the design of new tools and business processes
3.2 How the document is used
This standards document is a reference point for use by business units, technology implementers, and service providers to ensure a consistent framework of protections is in place. Implementing these standards involves:
• Review of existing controls, procedures, and tools against the standards • Documenting compliance or deviations
• Gap analysis to determine where improvement are needed • A risk analysis to validate that the improvements are justified against the costs of the controls and the value of the information involved
• Creation of a plan to close the gaps OR signoff of deviation • Documentation of the new controls, procedures, tools
No signoff or approvals are needed if a level of protection higher that what is given in this standard is determined to be needed for a given information asset.
3.3 Exemption process – how to deviate from this standard Steps in the exemption process:
• Documentation of the gap between the standard and the intended level of control • Documentation of the extent of the deviation – one platform, one application, or all? • Documentation of the value of the information asset involved. This includes both the asset value to the company, and also the regulatory/legal/market risk incurred if a problem does arise due to the reduced level of control
• Documentation of the intended, substitute protection method • Review of this documentation by the business owner, and by the information security officer
• Publication of the new controls in the information security, audit, business unit, or other appropriate location
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3.4 Maintaining this document
Periodic review and update
This document must be reviewed at least annually, and updates made to keep it in accord with the company’s overall business goals and risk position. The review team should include • Information security
• Auditors
• Legal
• Business unit representatives
• Company governance and compliance
• Human resources
Updates, suggestions, improvements
Any corrections, updates, improvement suggestion or other comments should be sent to the Information Security team at [email protected] .
3.5 Terminology used in this standard
Shall, Will, Mandatory, Must:
These words indicate that the standard mentioned is a requirement, and must be met.
Should, Recommended, Where Possible:
These words indicate that the standard mentioned is a preferred and accepted control. Deviation may be possible if compensating controls are in place, a risk analysis of the deviation has been done, and management signoff is obtained.
May, Optional:
These words indicate that the standard mentioned is optional. Deviation does not require signoff or approval, but is determined by the requirements of the implementation at hand. The implementation documentation should include a discussion of why the deviation was chosen, so that future reviewers will have all information needed.
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4 Roles and responsibilities
4.1 Rules for ownership of information
The information and systems provided by the company to employees, contractors, trading partners and representatives are owned by the company, which also determines appropriate usage and access rules.
All data on the company systems and networks is owned by the company.
In this document, the words ‘information owner’ refer to the person who owns the responsibility for the information. The information itself remains the property of the company.
Each information asset within the company must have a designated owner.
4.2 The role of information owners
The ‘information owner’ is a business manager, in a business unit which generates or utilizes the information asset in question. The information owner
• Defines the appropriate levels of protection for the asset • Classifies the information according to the company’s classification standard • Approves use of the asset, including copying, modification, access to, or destruction • Is responsible for ensuring that the overall level of protection requirements assigned to the asset are in line with business values and goals
• Designates or approves the custodian of the data
• Assigns a backup person to cover the ownership role when needed • Participates in risk assessments when controls over an information assets are being developed
4.3 The role of information custodians
Custodians of information are those who have the information in their care, either on systems, applications, or business processes. This includes those who operate databases, perform business tasks involving paper copies, and similar functions.
Custodians of information have responsibility for handling and protecting the information, but not for classifying it, approving access to it, or modifying it.
Custodians must maintain protections over the information in their care, and report problems or incidents.
4.4 Information users
Every user of company information must protect that information, and ensure that it is used for company business purposes only. Just as a person would not walk past a fire without reporting it, any incidents or questionable issues in the security of our information must be reported.
Information users may not assign access rights, authorize destruction or copying of information, or change the protections given to information assets.
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Information users must comply with all laws, regulations, and company policies.
Clean desk
Users must comply with company policies regarding ‘clean desks’, ensuring that Confidential and Internal Use information is removed from their desk at the end of the day and properly secured.
Clean screen
Users must comply with the Acceptable Usage policy, including the ‘clean screen’ requirement to log off of all unused systems.
4.5 Managers
Managers must ensure compliance with these security standards, and with company policies.
Managers also are responsible for monitoring the activities of people, systems, applications, or networks under their control, to ensure that controls are properly met.
4.6 Information security officer
The information security officer for the company will
• Manage awareness programs relating to security and privacy topics • Maintain a central record of exceptions to this standards document • Manage changes to this standards document
• Provide leadership relating to new security risks, controls, and technologies
4.7 Privacy officer
The privacy officer oversees, and approves, the sharing and re-use of personally-identifiable information collected by, or processed by the company.
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5 Information classifications and requirements
Information is classified to ensure that the controls applied to it are sufficient, and also to ensure that the controls applied do not impair the company’s business, ability to compete, or the company’s image.
All information must have a classification for security, and must have requirements set for business continuity.
5.1 The security classification process
Each information asset will go through this classification process. This includes, but is not limited to:
• IT platforms such as servers, mainframes
• IT applications, including databases, transaction processing, email • Data sets
• Paper copies of information
• Information types typically known to employees, such as customer information In general, an information asset includes both the raw information itself (paper, oral, data entry) the location where it resides, the business processes which handle it, and the systems and tools which handle it.
New information generated by the output of several information types must also receive a classification, since the new information may have a higher requirement than any of the separate inputs. As a default, the newly outputted information should have a classification equal to the highest of the inputs.
This classification review will be conducted by the information owner, with the participation of information security, audit, business processing, IT operations, and related teams.
All assets will be reviewed at least once a year.
Information assets also will be reviewed during
• Development, acquisition, or deployment of software
• Connections of computers or networks to outside systems or networks • Outsourcing of information processes, including IT systems and business processes • Granting of access to outside organizations, including trading partners
Classification analysis structure
Information assets (data, platforms, applications, paper, knowledge, etc.) will be reviewed in several dimensions:
• Sensitivity: This refers to the value of the information if it is improperly disclosed, modified, copied, or destroyed. As an example, personal financial information is highly sensitive, since it should not be viewed by anyone who is not authorized. Keep in mind that information can be highly sensitive even if you have backups of it – sensitivity refers to the overall value.
• Criticality: This refers to the requirement to have the information available when needed.
Consider the loss if the information is not ready when needed, or is only partly available, and the difficulty in re-creating the information if it is not available.
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protections which need to be applied, and thus the classification is already set out in the law or regulation. These include health care information, credit card transactions, online information about children, and other such topics.
• Market and customer expectations: Even if none of the other dimensions apply, is there an expectation on the part of customers or the market that the company will protect the information in a certain way? These can arise due to the company signing an agreement with a trading partner, or may be a part of the company’s code of conduct or standing in an industry.
An ABCD structure will be used in evaluating each of these dimensions. • ‘A’ refers to information which is critical, regulated, highly valued, or which will have a high impact to the company if the information is improperly lost or modified. • ‘B’ refers to information which is essential to the company, in order to maintain product goals, quality, market position, etc.
• ‘C’ is for information which is important to the company, but which does not have an essential function in the business.
• ‘D’ is for information assets which meet none of these levels.
The security classification of an information asset is assigned according to the highest of these dimensions. As an example, if an asset is regulated by law, then it needs the highest classification, even if the asset is not critical to the company’s business for any other reason.
5.2 The classes of information for security and privacy The classes of information govern the gathering, creation, handling, copying, storing, usage and destruction of the information asset. It is the responsibility of the information owner to develop the classifications, and set the requirements for protecting the information.
The definitions of the assets classes are:
Confidential
This is the classification for information which holds a high value for the company, or for which there are legal ramifications if the information is disclosed or modified. This class of information is not generally known to outsiders, and may have economic value due to this secrecy. Loss or disclosure of this information would result in the loss of customers or markets, loss of prestige, loss of competitive advantage, or violation of regulation or laws.
Examples of this type of information include
• Business plans
• Company financial information
• Customer accounts
• Employee personal information such as salaries or health care DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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• Company decision rules or models
• Trade secrets
• Patentable work
• Engineering drawings
• Software being developed
Internal use
This is the classification for information which is of less value than Confidential information, but which the company still does not want disclosed to the general public or widely distributed without control.
This is the default class for any company information – if no other classification is assigned, all information is considered Internal Use.
This class of information includes items such as
• Company telephone books of personnel, jobs, titles
• Internal emails, except those which contain Confidential-level information • Meeting notes, except those relating to Confidential topics This class of information will be generally available to the employees of the company, but will require a non-disclosure or other agreement to be in place prior to having it leave the company.
Public
This class is for information which the company has designated to be available to the public at large, including;
• Information on the company web site
• Press releases
• Product or service brochures
• Advertisements
• Job opening postings
This class of information is assumed to be widely copied, but controls should be maintained to ensure that the information is not modified, and thus is correct when a member of the public accesses it.
Information which is known to be of low value or risk, and known to require little control, may be formally assigned the Unclassified category. However, information which is not yet classified is assumed to be Internal Use only.
5.3 Setting requirements for business continuity
The requirements for an information asset relating to business continuity are not set by classification, but are specific to that asset. They include:
• Required uptime for the information asset
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• Required restoration time if the data must be restored • Required frequency of backups
• Requirements for storage of backups
• Requirements for testing of the recovery process
A copy of the continuity plan for each asset will be stored with Learnsoft IT Department.
The default requirements for business continuity are listed in the ‘information handling rules’ section.
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6 Handling rules for the information classifications
This section outlines the basic rules for handling information types, according to the classifications. More specific standards for platforms, processes, and networks appear in each topic section of this standards document.
6.1 Inventory of information assets
An inventory must be maintained of all significant information assets belonging to, or used by the company. This inventory must include:
• Asset name and characteristics
• The information owner
• The custodian of the information, and repository location (database, file cabinet, etc.) • Asset value in dollars, or in other suitable measurement • The sensitivity of the asset, due to regulations, laws, customer expectations or other requirements
• Requirements for the asset regarding availability, uptime, etc.
This inventory must be reviewed and updated annually.
Audit of the inventory will occur according to the company’s audit schedule.
6.2 Rules for access to information assets
Vendors, contractors, and other outsiders
Any outside organization which wishes to gain access to Confidential or Internal Use information must
• Sign a non-disclosure OR
• Sign an approved contractual agreement
• Be willing and able to show that their controls are at least as stringent as the company’s controls
Individuals
Individual persons who work for such an organization must also be bound to that outside organization’s controls. Such individuals must
• Have a non-disclosure agreement with their own company OR • Have a contract with their company
• Have appropriate background checks and bonding in place
By our company
Our company will not accept any confidential information belonging to third parties until that information is reviewed against our protections, and the appropriate agreements put into place and signed by the information owner. The agreements should include all requirements for controls over the third-party information, and the processes to be followed.
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6.3 Rules, by security classification
Public information
This type of information does not require special marking or storage, except to ensure that it is available when needed. It does need to be kept safe from unauthorized modification.
Internal use
Access is granted on a need-to-know basis, as authorized by the manager of the user of the information. Some types of jobs are automatically granted access to data in this class.
Paper products and backup media containing this type of information must be stored and handled in a secure manner. This includes
• Printing this class of information only to a known, secure printer • Encrypting or physically securing backup media
• Keeping paper copies of information locked or otherwise secured
This class of information is not released to anyone outside the company without a non-disclosure agreement, and without the approval of the information owner.
Internal use information must not be transmitted across any unsecured outside network or path without proper controls. Typically, this means encryption for files and emails, or secured packaging for paper copies. This information may be transmitted without encryption if it is masked or modified, so as to reduce its value from Internal Use to a lower level. For example, if all identifying information is removed from a transaction file, so that its loss would constitute no threat to the company, then the information may be transmitted over open networks without encryption. Such masking must be approved by Information Security.
Confidential
Access to this type of information is on a need-to-know basis, as approved by the information owner.
Copies of this type of information must have an appropriate notice on the document or media, stating that the information is confidential to the company and is not to be disclosed.
This class of information is not released to anyone outside the company without a non-disclosure agreement, and without the approval of the information owner and the appropriate business owner.
Confidential information must not be transmitted across any unsecured outside network or path without proper controls. Typically, this means encryption for files and emails, or secured packaging for paper copies. This information may be transmitted without encryption if it is masked or modified, so as to reduce its value from Confidential. For example, if all identifying information is removed from a transaction file, so that its loss would constitute no threat to the company, then the information may be transmitted over open networks without encryption. Such masking must be approved by Information Security.
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Paper products and backup media containing this type of information must be stored and handled in a secure manner. This includes
• Printing this class of information only to a known, secure printer • Encrypting or physically securing backup media
• Keeping paper copies of information locked or otherwise secured
6.4 Business continuity rules
Default rules
Backups will have the capability to back up and restore the operating system, applications, updates and patches, transactions, and data.
Complete backups will be performed once a week.
Fault logging will be enabled, in order to determine if errors occur during the backup process.
Incremental backups will be performed daily.
Transactional backups are performed every fifteen (15) minutes.
Web Farm mirror imaging is also implemented.
Critical information assets will have the backup data stored in a secured, off-site location.
Each asset must have a business continuity and testing plan.
Annual reviews shall be conducted by the information owner to validate the effectiveness and appropriateness of the business continuity plan for those assets.
In addition to the requirements for individual information assets, business continuity (contingency) plans are required for
• Data centers and networks
• Platforms which process or aggregate data
• Business processes which handle sensitive information
A continuity plan must contain
• A backup plan
• A definition of the systems, software, data, networks, and personnel to effect recovery. • A definition of the backup locations of all required items. (For example, critical data would be off-site, backup systems would be at the backup site, etc.) • A response plan for emergencies and incidents, to include recovery and restoration procedures, escalation and management notification, activation procedures for the plan • A testing plan
• A plan for returning to normal operation once the emergency or incident is ended
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Results of the tests are to be reported to the Learnsoft IT Steering Committee.
Rules for personal and mobile systems
Personal computers, notebook computers, mobile devices and PDAs are to be backed up by the user.
Personal computers, and network-connected notebook computers, will be backed up using the automated backup tool.
Mobile devices, PDAs, and other personal tools will be backed up by the user.
6.5 Retention rules for information
Information will be retained according to its sensitivity and to its business continuity requirements.
Default rules
Company financial information will be retained for seven years.
Email will be retained for at least 90 days.
Engineering, design, software, product development and similar information will be retained for seven years.
6.6 Disposal of systems and information
Information assets must be securely handled during destruction and end-of-life processes. This includes information on paper, on backup media, CD-ROMs and DVDr, and on the disk drives of all systems.
Secure containers will be provided for all users for use in the disposal of Confidential and Internal User information. The information placed into these disposal containers will either be shredded or otherwise securely disposed of.
No Confidential or Internal Use information may be disposed of in an office waste container.
An end-of-life for all systems, including notebook and personal computers, • the disk drives will either be securely erased or the drive destroyed • removable media will be removed and either destroyed, erased, or returned to the information owner
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Any systems which are leased must be securely erased of all company data prior to being returned to the leasing company.
6.7 Information sharing and privacy
The sharing and re-use of personally-identifiable information is governed by law, regulation, and customer expectation. To ensure that the company meets those requirements, no personally identifiable information will be shared with outside companies, vendors, or personnel without the approval of both the information owner and the company privacy officer.
Personally-identifiable information includes
• Names
• Addresses
• Dates of birth
• Social Security numbers
• Ages
• Gender
• Personal financial information
• Personal medical information
• Personal buying histories
Aggregated and statistical data developed from this personal information is not still personally- identifiable, and thus does not need the approval of the privacy officer for sharing and re-use.
The company will comply with all applicable laws and regulations regarding the privacy of personal information, including such laws as
• Health Insurance and Portability and Accountability Act (HIPAA) • COPPA – the Children’s Online Privacy Protection Act
Company employees, contractors, vendors and suppliers may come into possession of personally-identifiable information as a part of their relationship with the company. Each person must comply with all laws, regulations and policies and ensure that such information is properly protected.
6.8 Release of company information
Company information can only be released with the approval of the corporate communications team. This includes the posting of company information of any type onto bulletin board systems, public networks, news groups, or other open sharing tools.
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Any information released must contain proper copyright, trademark, disclaimer, and patent notices as appropriate.
7 Risk analysis and management
Risks to the company assets and environment should be addressed proactively, rather than reactively. The controls applied to the risks must also be periodically reviewed, to ensure that the controls are working properly and efficiently.
7.1 Risk reviews
The job of reviewing risks, and setting requirements for controls, is a joint effort of the information owner, information security, audit, legal, and other control or advisory teams.
Risks should be reviewed or assessed when
• Developing or deploying new applications, systems, networks, or software • When significant changes are made to that same list
• When business processes change
• When the company enters a new geographical area of business • When the company enters a new line of business
• Whenever the company does an acquisition, merger, or divestiture • When incidents occur, or new risks emerge
• When new regulations or standards are set
• Whenever information handling or processing is outsourced
7.2 Risk management
Risks may be accepted, avoided, or mitigated.
Accepting the risk is appropriate when the cost of avoiding or mitigating the risk is greater than the expected loss. The losses considered should include the less tangible items such as reputation of the company, loss of market share, and loss of public trust in the company. Acceptance of a risk requires complete documentation of the risk analysis, and approval by the information owner.
Avoiding the risk is appropriate when the cost of insurance is less than the cost of incremental controls. Basic controls must always be in place, however.
Mitigating the risk is appropriate in most situations. These situations are those where compensating controls are possible, cost effective, and manageable. These mitigating controls may include
• increasing a protection to a level higher than what is listed in this standards document • improving oversight or monitoring of the risk, to limit impact and minimize response time
• limiting transactions or other events to minimize the possible impact of the risk event DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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The method chosen for managing the risk (acceptance, avoidance, mitigation) must match the business value and costs involved, and must be approved by the information owner.
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8 IDs and accounts
8.1 User IDs
Each user shall be assigned a unique identification, called the UserID.
This UserID is not considered to be sensitive, unless the ID relates to an authentication process, systems or application management role. It may appear on business cards or in email signatures.
Where possible, the user ID should relate to the individual, to make it easier to identify the user.
Use names where possible.
On sensitive systems or applications, the user ID should not be easily identifiable, to make unauthorized usage more difficult, since the user ID cannot be easily guessed.
Sharing of User IDs is not permitted, unless justified by business requirements and approved by Information Security. For any such shared IDs, the password must be changed immediately after the ID is used, to keep the shared ID from becoming generally available and a danger to the company.
Guest and anonymous IDs are not allowed, unless the system involved is not connected to any company network and the system does not have any company information on it. Typically, these guest or anonymous IDs are only used during development or during marketing/sales demonstrations.
Training IDs are to be used only for people attending a class, and when not permanently assigned to any person (only assigned for the duration of the class). These IDs must have passwords which conform to the general password rules of the company, which expire, and must be changed after the class is finished.
ID and account creation
User IDs are only to be created following a process approved by that information owner. This ID creation process should include:
• Expiration dates for the ID
• Renewal process for the ID
• Documentation of the role, business process, job function relating to the ID
User IDs are to be created for the purpose needed, and not in a manner to compromise segregation of duties.
IDs created for third-party users, such as contractors, should have a renewal time of no more than six months.
Users must acknowledge that they understand the conditions of access (usually a signature). A record of all User IDs and their owners will be maintained by the IT Department.
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Account suspension
User account must be suspended when inactive for 90 days.
Any ID which is not used within seven days of being issued will be disabled.
User IDs assigned to any departing employee will be disabled promptly.
Suspended accounts will be deleted within six months.
Information owners or their delegates must remove any user who no longer needs access to the information.
Account management
A periodic check will be made of all user IDs, and any redundant, dormant or unused IDs removed.
Information owners must review the privileges set up for user IDs at least annually.
8.2 Trusted accounts and IDs
Trusted IDs and accounts are used in support of automated applications, transactions, processes, or batch jobs. These have non-expiring passwords.
Trusted IDs must not be used by individuals.
Trusted IDs must be created only with the approval of the business owner, must be documented with Information Security, and must have strictly limited access rights.
Trusted IDs must not have ad hoc or interactive capabilities on the applications, systems, transactions or data involved.
8.3 Systems default IDs
Default IDs for systems, applications, software tools, and network devices must be changed upon installation, and must be disabled or renamed.
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9 Authentication
All systems, applications, databases, or other information repositories shall require users to authenticate themselves prior to granting access. Authentication may be via an approved password scheme, or via an access control device, such as biometrics or a token.
The authentication method used must suit the value of the information asset, matching the cost of the authentication method against the level of protection required. In general, administrative and other high-value IDs will use the most secure methods of authentication – biometrics and tokens in addition to passwords.
A higher level of authentication may also be appropriate for remote access methods, such as dial or VPN.
9.1 Passwords
Learnsoft has a tiered structure for password rules, to match the systems types.
Format
Passwords must have
• A minimum of seven characters
• At least one numeric and one alpha character
• Not be the same as the user’s name or ID
• Not contain repeating characters
• Not be constructed by any part of the user’s name, telephone number, social security number, address, date of birth, business unit or location, or any other such information which is likely to be widely known
Rules
A maximum of three attempts will be permitted prior to disabling the account.
New passwords must be different from the previous three passwords.
Initial passwords issued for new IDs must be randomly chosen.
Passwords must be changed immediately upon first use of a new ID.
Passwords must never be stored or transmitted in clear text Passwords shall be changed every 90 days.
Passwords for administrators and other privileged users shall be changed every 30 days.
Any passwords which are stored must be encrypted.
Systems must not echo back the password as it is entered.
Passwords must not be retained by any system or application longer than is needed to grant access.
Initial passwords must be transmitted separately from the ID.
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Automated password resets
Passwords may be reset by automated systems so long as the systems implement a strong authentication challenge method, to include
• Verification of the user’s date of birth, or other personal information • A correct response to a preset challenge question
• Personal or business information which would be known only to that user
9.2 Authentication devices
Administration of these devices shall be considered a high-value, high-risk role, and all information relating to the configuration and operation of these devices shall be classified as Confidential.
Biometrics
Biometric devices need to have expiration dates on the authentication method.
Biometric authentication methods should have a backup method in place, for use should the user be injured or otherwise unable to use the device.
Tokens
The selection of authentication tokens, such as challenge-response cards or key fobs, shall be done by the Information Security team. Approved devices will be published in the security architecture document.
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10 Authorization and rights management
10.1 User types
Each information asset or repository will have standard user types:
• Information owner
• Information custodian
• Systems or application or platform administrator
• Information user (may be many types of user)
• Manager of information users (might not be the same as the information owner) • Help desk or other support staff for the users
The information owner will develop the access rules, usually in a matrix or list format, controlling access for the user types.
10.2 Access rules
User IDs and accounts must be authorized to access only those elements needed for the user’s role, including
• Limiting access to datasets and types
• Limiting access to operating systems
• Limiting transaction types, frequencies, or amounts
• Limiting times of access
Access to operating systems, ad hoc transaction capabilities, software development tools, and other systems devices must be controlled and limited to only those user IDs which require that access.
Segregation of duties shall be established for all information asset controls, to minimize the possibility that one person is responsible for an entire asset.
A user (and hence user ID) which changes role or job function must have access rights updated to match that new job function or role.
Systems and applications will have an automatic timeout for inactivity:
• High value or high-risk systems and applications will have a ten minute timeout • Normal, medium-risk applications or systems will have a 30 minute timeout • Low risk systems need have no timeout implemented
10.3 Privileged users and accounts
Privileged users are defined as those who
• Have any control over security tools on an application, system, or network • Can update operating systems or similar tools
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• Have any special capabilities built in by the vendor of the application software, operating system, or platform
Access at a privileged user level shall be granted only on a need-to-know, need-to-perform basis, and then only to the assets required.
Privileged user access shall only be granted to those supporting the company applications, networks and systems.
An audit trail shall be maintained to make it possible to review the actions taken by privileged users.
10.4 Emergency accounts
These accounts are used as a failsafe measure, for situations where all normally-authorized administrators are unavailable or cannot make access.
Any emergency accounts shall
• Be created only with the approval of the information owner and Information Security • Be stored in a secured location
• Have the use of such an account recorded and approved • Shall have the passwords for any such accounts reset after each use DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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11 Information security administration
The administration of security tools (IDs, passwords, authentication devices, rights management) is a high-value role for the company. Persons assigned to this function must pass appropriate background checks.
The responsibilities for security administration for each asset shall be assigned or approved by the information owner.
Persons performing the security administration tasks will not have access to the applications, systems, or networks involved, but will have access only to the security tools.
All actions of security administrators will be logged, and periodically reviewed.
Logs of security administration activities will be retained for one year.
Security administrators are accountable to the information owners for the actions taken.
Security administrators are responsible for compliance with all company policies and standards.
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12 Incident response and reporting
12.1 Incident definitions
An incident is defined as any breach of security, privacy, continuity, legal or regulatory controls over information assets of any type. Examples of such incidents include • Penetrations of systems, applications, networks, databases • Denial of service attacks
• Misuse or mishandling of assets
• Virus or other malware contamination
• Transaction errors
• Breaches of confidentiality agreements or contracts
• Legal or regulatory violations
12.2 Incident reporting
The company will maintain an effective method so that all information users, custodians, and owners can readily report incidents.
Incidents will be reported to the security hotline, and will be handled by the Information Security team.
Periodic summaries of incidents will be made to the IT Department Steering Committee.
Reporting theft of equipment
Theft of equipment or information shall be reported to Information Security.
12.3 Incident response
The Information Security team will investigate incidents, and will report significant losses or threats to the steering committee immediately.
Incidents involving misuse by employees will be turned over to Human Resources for investigation.
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13 Personnel security
13.1 Newly hired personnel, third parties, vendors
Personnel screening
Proper verification checks must be made prior to granting any new employee, contractor, vendor, agent or affiliate access to Confidential or Internal Use information. These verification checks will meet the requirements set by the company’s human resources department, and may include • Professional qualifications
• Identity checks
• Criminal checks
• Confirmation of academic and professional experience
The information owner is responsible for ensuring that these checks are made on parties who are not newly hired employees.
Terms of employment
Compliance with company policies regarding security and privacy are a condition of employment.
Acknowledgement
All users shall be required to sign an acknowledgement after being briefed on the company’s security and privacy policies.
13.2 Exit process for users
Upon exiting employment or any relationship with the company, all users who have been granted access to any information asset shall
• Relinquish all access control devices
• Report all user IDs in use by the person
• Relinquish all information stored, whether on paper or on backup media • Relinquish all information processing devices, including notebook computers, workstations, mobile devices and others
• Sign a release
13.3 Ongoing training
An ongoing training program shall be established for all users of company information assets.
Training shall occur at least annually, and also during the process of granting new access to users.
Some of the topics which the training shall cover include • The policies, standards, and procedures of the company • Requirements governing user IDs and authentication methods • Practices relating to clean desks, logout when not in use, etc. • Best practices in protecting PCs, notebook computers, mobile devices • How to report an incident or risk
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• Policies and guidelines governing use of the Internet and company email • Compliance programs
• Monitoring of usage on systems
• Laws and regulations
• Security efforts underway at the company
13.4 Disciplinary processes
Failure to comply with the company’s policies or standards shall result in disciplinary actions, which may include termination of employment or of the relationship with the company.
The disciplinary process shall be handled by the company’s Human Resources department, in accordance with the company employment rules as stated in the Employee Handbook.
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14 Legal and regulatory issues
14.1 Legal processes
Responses to subpoenas, deposition requests, and other legal issues will be referred to and handled by the company legal department or outside Counsel. IT managers, systems and application developers or operators are not to respond to such legal processes without company legal counsel.
14.2 Notices
Logon banner
All systems will have a warning banner at login, which will state:
The information on this system is confidential, and is proprietary to the Company. Access to this system and network is limited to those approved by the Company. The Company will monitor all uses of information, applications, and systems.
No information may be copied or sent out of the Company systems or networks without prior approval.
Use of this system constitutes acceptance of these terms.
Email signatures
Outgoing email messages must have a signature containing a disclaimer and notice, approved by the company’s legal department and by Information Security.
The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. If you are not the intended recipient, any copying, use, or distribution of the information in this email is prohibited and may be unlawful. The Company disclaims all responsibility and liability for information contained in this email and attachment.
14.3 Copyrights and licenses
The Company may have agreements in place governing the use and handling of software, information, and other tools which are owned by other entities.
All users and information owners will comply with those agreements.
A copyright notice must be placed onto all software developed by the company.
Users are responsible for complying with copyrights regarding any material obtained via the Internet. This includes files, graphics, software, audio and video materials.
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Users may not agree to a new copyright license, unless given permission by their manager.
Licensed software must be used in accordance with the license agreement, and only the number of copies licensed must be created or used.
14.4 Export controls
Information may not be exported across country boundaries without prior approval of the company’s export control officer.
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15 Malware
Data entering the company systems and networks must be subject to an up-to-date anti-virus scanning tool. This includes emails, attachments, disks, backup media, USB memory devices and other data carrying tools.
Data entering the company systems and networks must also be subject to an up-to-date tool which scans for Trojan Horse malware and any other threats which arise.
Data exiting the company should be scanned for viruses and other malware. This includes emails and attachments.
All company employees, affiliates, contractors, consultants, vendors, representatives or other service providers must make certain that adequate controls are in place to guarantee that data coming from their systems and networks is free from malware.
Users of company systems, applications and networks must not create, copy, or propagate any software which may harm the assets of the company.
The company will use approved tools to monitor and remove malicious software from company assets.
All portable media must be immediately scanned when attached to any company device.
All devices such as notebook or other portable computing systems must have anti-malware tools in place prior to being connected to the company networks.
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16 Audit logs
16.1 Requirements setting
The requirements for audit logs shall be set by the information owner, with the approval of the IT steering committee.
The exception to this is that all systems and tools involved in the protection process are required to always have audit logs enabled and properly configured. This includes • Firewalls
• Email servers
• Anti-malware tools, especially the administration tools • Access control tools
• Security administration tools, such as password resets and account modifications • Monitoring tools
• Routers and other network devices
16.2 Audit log rules
Audit logs must be retained for at least one year in raw format, preferably electronic, to preserve evidence.
Audit logs must be configured to prevent overflow, erasure, or tampering.
Audit logs will be configured to record information such that:
• Sufficient information is available for proper investigation of use, misuse, incidents, and performance
• User ID, event type, date and time are maintained.
• Time is according to a known time stamp, so that events across systems can be coordinated
• End-to-end accountability is always maintained
Events to be recorded include:
• Login attempts
• Resource request failures
• Login and activity by any other privileged accounts
• Unauthorized attempts to modify or delete information • Changes to operating systems, application code, or other tools • Security administrator activities
• Systems administrator activities
• Backup and restore events
• Changes affecting any cryptographic keys or devices
• Changes to clocks
• Stop or start of critical processes
• Transaction failure, re-try, duplication
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16.3 Analysis of audit logs
Audit logs will be reviewed and analyzed by delegates of the information owner, or by Information Security.
Reports on problems and incidents will follow the incident reporting method, listed elsewhere in this document.
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17 Encryption management
The implementation of any encryption scheme must meet the approval of the information owner and Information Security.
Deployment of the encryption tool, including all keys, must meet industry best practices and be properly documented.
Encryption keys will be managed by Information Security.
International laws must be considered before deploying any encryption tool.
17.1 Network encryption devices
Use of these devices may be necessary to protect data as it travels over public or otherwise unsecured networks. The use of software-level encryption tools is preferable, since these are more adaptable.
The use of these devices shall be documented and approved by Information Security.
Key management for these devices shall include:
• Encryption keys for link-level encryption devices shall be changed from default prior to installation
• Link encryption keys must be changed quarterly
• Key management processes must be documented
• Audit logs must exist to cover the changing and handling of encryption keys • Encryption keys must require at least two people to be involved in the change process • Physical keys must be secured as high-value devices
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18 Vulnerability assessments and penetration tests
Vulnerability and penetration tests will not be conducted except with the prior approval of Information Security.
No user will have vulnerability or penetration testing tools loaded onto any company system without prior permission from Information Security.
18.1 Penetration testing
Penetration testing will be conducted annually on all networks and on critical systems.
Testing shall validate the security of
• External connections
• Operating systems
• Applications
• Databases
• Network controls
• Security procedures, including monitoring and incident response
18.2 Vulnerability assessment testing
Vulnerability assessments will be conducted annually on all network-connected systems devices.
Any vulnerabilities found must be corrected in a timely manner.
Vulnerability assessments also shall be conducted when:
• A new system, application, or network is installed inside the company • Changes are made to firewalls, VPNs, or other security control tools • Changes are made to a web server’s operating system
• Changes to email servers
• Configuration changes to databases
• Configuration changes to critical applications
18.3 Remote access testing
Dial access
Testing of dial access points (war-dialing) shall occur regularly, to cover all telephone numbers assigned to the company.
Wireless access
Testing of wireless access points (war-driving) shall occur regularly, to cover all wireless access points under the control of the company.
18.4 Password testing
Password cracking software shall be run periodically to validate the enforcement of password rules.
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19 Use of email, Internet, messaging, public sites,
blogs
Confidential and Internal Use information must not be transmitted across any unsecured outside network or path without proper controls. Typically, this means encryption for files and emails, or secured packaging for paper copies. Refer to the ‘handling rules’ section for detailed rules controlling the movement of company information over these types of external connections.
Users are responsible for ensuring that their use of these tools complies with all company policies, and with applicable laws and regulations. This includes all employment policies such as sexual harassment, stalking, ethics, and appropriate use.
These tools may not be used to access, send or receive, store, or display • Sexually explicit material
• Company confidential or Internal use material, except as meets the ‘Handling Rules’ section
• Viruses
• Threats
• Inappropriate or unlawful language, including
o Offensive language
o Language inappropriate for the company environment
o Discriminatory or harassing language
• Tools usable for hacking, password cracking, vulnerability scanning, penetration testing
Use of company-provided email, Internet or wireless access is for company business. Incidental personal use is permitted, provided that such use does not interfere with company business or the performance of the user’s job function.
These tools are the property of the company. Access may be unavailable at any time, at the company’s discretion. User must not assume that access to these tools will be available for incidental, personal use.
All content transmitted over these tools is the property of the company. Content, including emails, may be inspected by the company. Such inspections will occur with the approval of Information Security or of the company legal department.
The company may monitor, filter or block content on these tools.
Users of blogs, public affiliation site such as Facebook, and other such tools must not represent their comments as coming from, or being representative of, the business or opinions of the company.
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20 Workstations, PCs, notebooks, mobile devices
Workstations are devices which are at company locations, and thus have some level of physical security. These devices still are easily attacked, and thus must have access controls and anti- malware as specifies in those sections of this document.
PCs, notebook computers, and mobile computing devices are considered to be high risk since they are often operated in locations which are not physically secure, and they are easily attacked by hackers or others. Therefore, a high level of protection is required over these devices.
Users of these devices are required to ensure that all appropriate protections are in place, including
• Physical security to prevent theft or misuse
• Access controls suitable for the class of information on the device • Anti-malware
• Keeping the devices locked to a desk or other secure location when outside the company • Keeping control over backup media, so minimize the possibility of theft or loss • Ensuring that the transport of these devices is secure, and is safe from damage. For example, these devices should only travel in padded containers, and should be locked and shut down during transit
• Keeping all operating systems and tools up-to-date, with all updates and patches.
Specific requirements for these topics are in the appropriate sections of this document.
Company devices must not be used by people who are not authorized, including family members and friends.
Software loaded onto such devices must follow the rules in the ‘Software’ section of this document. In general, only approved software may be loaded, and shareware, games, and other such software are not permitted.
International travel with these devices may require special approvals or configurations, especially as regards encryption and licensed software. Before traveling internationally, contact Information Security to determine if such special considerations exist.
Use of these devices for remote work, including telecommuting, must be approved by the information owner and Information Security.
Connecting these devices to company networks must follow the rules in the ‘Networks’ section of this document. In general, all such devices must be approved prior to connecting.
The business manager is responsible for maintaining an inventory of these devices, including serial number, user name, and normal location for the device.
Devices of these types which contain Confidential information must have disk-level encryption in place, as approved by Information Security.
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If these devices are to be shared-use, then a separate login ID should be used for each user, rather than a single, shared login ID.
Remote access from these devices to company networks and devices must meet the controls specified in the ‘Network’ section of this document. In general, such access must be approved, and must have adequate controls over the security of information in transit.
Devices of these types which are owned by contractors, vendors, or other third parties must meet all company requirements prior to being connected.
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21 Networks
21.1 Operations and management
Company networks and devices must be designed, deployed, and operated in a manner so as to provide proper levels of protection for the data being accessed and transported.
Significant changes in network designs must be piloted before deployment.
The types of devices and networks used must follow the approved list from Information Technology Operations and from Information Security.
Mechanisms must be in place to alert network operators and administrators of possible attacks and breaches, to include
• Denial of service attacks
• Improper access
• Virus infections
• Unauthorized software installations, email, FTP or other improper usage
Analysis must be conducted at least annually to validate the failure mode and recovery for all devices, network circuits, and protocols.
Responsibilities must be defined for
• Administration of network and communications connections • Operations of all devices
• Monitoring
• Timely review of audit logs, and response to alerts or alarms • Review of unusual patterns of usage or activity
To minimize risks, any network connections or network segments should be disconnected when not in being used.
Monitoring
The use of intrusion detection, usage monitoring, and change monitoring tools such as sniffers, protocol analyzers and scanners must be approved by Information Security.
Protection devices on the company networks, such as firewalls, will be operated to industry best practices, including daily reviews of alarm and alerts.
Diagnostic information such as data dumps and traces are considered to be confidential information, and must be protected so as to avoid leaking information about security controls on the network.
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Access control and physical security
Sites where company network equipment or communications lines exist are considered to be high-value, and thus are subject to the access control and physical security rules outlined in the ‘Computing Center’ and ‘Physical Security’ sections of this document. In general, these rules will require
• Access be limited to authorized personnel only
• Physical security, including locks, be in place
• No shared access locations be in use.
21.2 Change control
New connections
Designs for new connections must have approval from the Information Security team.
Connections between company networks and third-party networks will require appropriate legal agreements, including non-disclosures.
Modifications, updates
Changes to the network architecture which affect the protections must be approved by Information Security. Examples of such changes include firewalls, wireless configurations, port and proxies.
21.3 Documentation
The network operations team shall maintain an accurate set of document of the networks and their components. This documentation is considered to be highly valuable, and so will be Company Confidential.
21.4 Network design
The goal for network design is to facilitate the company’s business, while still providing protection for company assets.
Segmentation
Company networks will be segmented as practical in order to limit access to Confidential information, without impacting the company’s business. Intranet firewalls and other tools may be appropriate to control the Confidential sections of the company networks.
Firewalls
A security boundary will be maintained between the company networks and any external network. This typically would consist of a firewall server, router, or gateway. Such devices and designs will be reviewed by Information Security. These boundaries will exist to protect • Access from the Internet to company networks
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• Access from company networks outward to any external network • Connections between company networks and third-party networks, including those of trading partners, including companies and government agencies
Firewalls will isolate company networks with are operating at differing levels of security.
Disclaimers and warnings
Entry points to company networks must display a disclaimer and warning banner as described in the ‘Legal and Regulatory’ section of this document.
Internet
Connections to the Internet must
• be approved by Information Security
• be periodically reviewed and tested for vulnerabilities • be protected by firewalls, intrusion detection systems, and anti-malware tools
Some Internet tools, such as FTP, IRC, Telnet, and RPC are restricted in use, and must be approved for use by Information Security.
VPN
Virtual private networks (VPNs) will be used for traffic flowing over public networks, to ensure the proper level of protection over company data.
Wireless
Wireless connections must have a robust security architecture, which must be approved by Information Security.
Dial
The use of dial connections is discouraged.
Any dial connections must have a robust security architecture, to include • two factor authentication of users
• where possible, a dial-back arrangement
• no permanent connections of modems to network devices or other high-value devices • dial-out modems must not be set to auto-answer
• use of firewalls
Use of dial connections must be approved by Information Security.
Local area networks
The administrator for the LAN shall be responsible for
• operating and maintaining anti-malware tools
• security administration of file/print devices
• monitoring for security breaches
Devices such as secure hubs should be used to prevent eavesdropping of packets or masquerading of port devices.
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22 Distributed systems, servers
Systems, applications, and devices in a single distributed environment must all operate at the same level of security and protections. If varying levels of controls are to be in place, the distributed systems must be protected with a network firewall as described in the ‘Networks’ section of this document.
Client-server systems must be able to provide an end-to-end audit log for all transactions and security events.
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23 Computing centers
Computing centers are defined as locations where there is a significant concentration of systems, servers, processes, or networks. These centers are considered high-value, and must have controls to suit that value, including
• Physical security and environmental controls as defined in the ‘Physical Security’ section of this document
• Audit logs as defined in this document
• Backups and business continuity plans
• Proper access control over users
• Proper change control
• Documentation of authority over changes, security tools, monitoring tools
Learnsoft currently utilizes the services of American Internet Services AIS for this purpose.
Please refer to the AIS document for more detailed information.
Computing centers must have proper controls of the contents of media library materials. These include
• Controlled access to media
• Accountability for media movement, including arrival, usage, exit, disposal • Semi-annual inventory of media
• Proper labeling of all media, including sensitivity and classification • Media retention rules
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24 Physical and Environmental Protections
Physical and environmental controls are assigned according to the sensitivity, value, and threats to a given site or asset. These controls are designed to protect against theft, intruders, weather events, loss of power or cooling, and similar threats.
Critical assets and operations must be conducted in a secured area or secured site, with protections implemented in accordance with the risks and value of the assets, information and operations.
24.1 Definitions
Secure sites
These are locations which require the highest level of protection. These sites include • Computing centers
• Network connection points
• Media storage locations
• Locations containing platforms which carry high-value or critical information or transactions.
Secure areas
These may occur within company buildings, where the overall building is operated to a lower level of security, but a certain area is more controlled due to documents, assets, or processes which occur in that area. A set of controls, such as locked doors and badges, would define the boundary between the overall site and the secured area.
Vulnerable devices
These include notebook computers, PDAs, wireless devices, and other tools which are used outside of sites where the company can provide physical security.
24.2 Secure sites
Secure sites shall be established for all computing centers, and other locations where there is a concentration of high-value or sensitive information, systems, or networks.
Sites will be designed and operated according to best practices, and in consideration of threats appropriate to the site such as hurricanes, tornados, power outages, and intruders.
This Standard is not to be construed as a complete list of requirements for a secure site. It should be used in conjunction with expert advice, architects, fire marshals, OSHA and other regulations.
Site design
The site shall not be located in areas prone to disasters, including any high likelihood of • Hurricane
• Tornado
• Social unrest
• Loss of power
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• Chemical contamination
• Explosive or other industrial accident
Separate, isolated areas will be created within the secure site for • Media libraries
• Electrical supplies and controls
• Environmental controls
• Mechanical controls
Access to these sub-areas will be on a need basis.
The external walls of a secure site should be brick or reinforced concrete, so as to resist physical attack.
Windows at ground level should be strengthened with grilles or with impact-resistant glass.
Sites should be designed for ease of reparability and relocation.
Operations
Equipment moving into or out of a secure site must be properly authorized and inventoried.
Alarms shall be in place, operational, and tested regularly.
Access to secure sites shall be restricted to those requiring entry to the site to perform their job functions.
All persons entering or within secure sites shall wear badges or other identification devices.
Visitors shall sign in and out of the site.
Loss of any access control key or badge must be immediately reported.
Physical control over access
The location of the secure site shall not be made public, including by signs outside the building.
Access to the site shall be by badge or by other approved control. These badges shall be under dual control, shall be strictly inventoried and controlled.
Emergency exits should open outward, be marked for emergency use only, and be alarmed.
Guards should monitor or patrol the site during after-hours times.
Fire protection
Fire protection shall meet all regulations, including federal, state and local.
Operational areas within the secure site must not be used for eating, drinking, or smoking.
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Work areas are to be kept clean, with no build up of combustible materials.
Automatic fire protection, detection, and suppression systems will be in place and operational.
Fire extinguishers shall be deployed in accordance with regulations of OSHA and fire inspectors.
Periodic testing of alarms, fire extinguishers, and fire evacuation procedures shall be conducted.
Environmental controls
Water detectors shall be installed under raised floors, and connected to alarms.
Backup air-conditioning, UPS, and power sources shall be installed according to the needs of the site.
Temperature and humidity shall be monitored.
24.3 Secure areas
Secure areas will be established within company buildings when sensitive or high-value information is being handled, stored, or processed.
Physical control over access
Access to secure areas shall be controlled, and restricted to authorized personnel.
Secure areas will have a physical access control method to delimit the area from the overall building. Some methods by which this may be accomplished include • Doors with badge access
• Guard facilities to govern access
• Doors with buzzer access
24.4 Vulnerable devices, including notebooks, PDAs, wireless Users of vulnerable devices such as notebook computers, PDAs, and wireless devices must physically security these devices whenever they are outside of a company secure area or site.
This can be done by
• Locking the device in a disk or cabinet
• Putting the device into a locked docking station
• Using a cable lock to secure the device to a desk
The use of full-disk encryption on these devices will greatly reduce the liability for any information lost, should an event occur.
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25 Software
This section outlines the standards applying to operating systems, applications, databases, and other software tools.
25.1 Acquisition
Management approval must be obtained and documented to authorize the acquisition of software.
Software must be screened for malware prior to being installed.
Any unauthorized, illegally acquired, or unlicensed software must be removed.
Users of workstations, notebooks, wireless and other personal devices must not install games or other unapproved software.
Shareware, freeware
The use of shareware or freeware may only occur if
• It is not used in a production environment OR
o It is fully tested, documented, and company personnel assigned to support it, prior to it entering a production environment
• It is downloaded from a known and trusted source
• It is immediately checked for malware, back doors, and other vulnerabilities prior to use • Source code is examined in detail prior to use
• The business owner, information owner, and Information Security teams approve of the use
25.2 Documentation
Documentation for sensitive applications and the operating systems which run those systems shall be stored securely.
Backups of all documentation shall be maintained off site.
Access to the documentation for sensitive applications and the operating systems will be on a need-to-use basis.
25.3 Software Development
Requirements for software, either acquired or developed, shall include information protection.
The software development lifecycle shall include protection testing and validation at the appropriate stages. For example, at integration test and user acceptance testing stages.
Protection requirements testing shall also occur if software is significantly updated or changed.
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The requirements-setting process shall include participation by information owners, legal/regulatory compliance, and Information Security.
Testing shall not occur using production data. All test data shall either be anonymized or otherwise sanitized to prevent the leakage of customer, company, or client information.
25.4 Change control and maintenance
All change and maintenance processes shall include testing and validation that no security vulnerabilities have been introduced into software, including malware, back doors, violation of access rules, or other problems.
25.5 System Software
All IDs and accounts provided by the system software vendor shall be removed or renamed.
System software must be tested to validate the information protections prior to implementation.
If the native security of a system software package is insufficient, added security tools must be installed or the software must be rejected.
Changes and additions made to vendor-supplied systems software must be fully documented.
Systems programmers must not have access to the data or application code in the production environment, but must test in a clean test environment.
Operating Systems
Standardized operating procedures must be developed and used for installation, configuration, operation and maintenance of operating systems.
Default settings must be reviewed prior to installation, to identify any security vulnerabilities.
Operating system services which are not needed should be removed from the system. This includes
• Command-line or other direct entry capabilities
• Ad hoc query capabilities
• Development tools, such as compilers
• Unused services such as FTP, IRC, etc.
Administrator, maintenance, and guest accounts must be deleted or renamed.
Auditing must be enabled.
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25.6 Applications
All applications, whether developed or purchased, must comply with company policies and protection standards.
The information owner is responsible for ensuring that these requirements are included during the development or acquisition of software.
The protection requirements for applications include
• Access control
• Authorization
• Information classification
• Storage controls
• Backup and restoration
• Confidentiality and integrity requirements
• Audit logs
• Privacy, export control, and other such requirements
Single sign-on should be implemented where possible.
Blank documents (such as blank checks) must be controlled as a part of the implementation process for applications.
25.7 Databases
Related rules are in the Audit log, Backup, Access control and in other sections within this document.
Access to databases will be by approval of the information owner only.
All information which is to be shared must be within a data dictionary, and be assigned to an information owner.
Administrator and guest accounts must be deleted or renamed.
Audit logs will be enabled.
Security-related patches will be applied as soon as practicable.
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26 Appendix – information classifications
already known
Some types of information are already classified for you, either by law, by industry standard, or by customary practice. Here are a few:
Asset Confidential Internal Use Public
Credit cards and
transactions
XXXX
(by industry standard
and laws)
Employee health care
information
XXXX
(by law)
Online information
relating to children
under 13
XXXX
(by law)
Company business plans Usually ‘confidential’
Company web site XXXX
Payroll, retirement
values, etc.
XXXX
(by employee contract)
Press releases XXXX
Brochures XXXX
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27 Glossary
Availability – one of the basic dimensions of information security (the others are confidentiality, integrity, and sometimes provability). Availability refers to having the information ready for use when it is needed. Failures in availability include such events as denial of service attacks.
Audit log – same as audit trail. A record in chronological order which is created and retained in order to provide evidence of usage, transactions, intrusion, and other events.
Confidentiality – one of the base dimensions of information security (the others are availability and integrity, plus sometimes provability). Confidentiality is the requirement to protect information from being viewed by unauthorized users. Note that this is not the same thing as privacy, a term which means that a person’s information is being used in the way the person expected. (See privacy in this glossary.)
Custodian is a role relating to the controls over information assets. The custodian does not make decisions about the use of the information, nor grant access – those functions are reserved for the information owner. The custodian does keep controls over the information in accordance with the requirements set out by the information owner, plus with company policies and applicable laws.
A typical custodian function would be a database application administrator.
Guideline – a guideline is a lower-level handbook, giving the normal configuration of a system, application, or other tool. The guideline is a recommended method of implementing protection controls for that tool, but need not be followed exactly so long as the protections mandated by policies and standards are maintained.
Integrity – one of the basic dimensions of information security (the others are confidentiality and availability, and sometimes provability.) Integrity is the ability to ensure that the information is correct at all stages in its life, is safe from unauthorized modification, and hence can be trusted and used.
Owner – a role relating to the controls over information assets. The information owner is responsible for making decisions regarding the protections required for an information asset, plus for granting access, use, copying, and disposal of that asset. This is typically done by a business manager, not done by the custodian of the information, by the administrator of a system or application, or by Information Security.
Policy – this word is often used to mean several different things, but the industry is settling in on a single definition for this word. It means a high-level position statement on business direction, and typically includes such items as a privacy policy, one for acceptable usage of company systems, and similar items. It is a document which can be shown to customers, trading partners, investors, and used in public relations.
This word does not properly refer to the configuration rules at the detailed level, for a given platform, but is still used in that way by some firms. (For example, a ‘firewall policy’ is really a configuration rule for the firewall – the rule would arise from the corporate policy regarding the security of information, and then from the company DocuSign Envelope ID: 7C8F1E38-E7EA-455E-BE60-0304B9581B7A
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security standards defining which types of access are permissible and what controls are mandated – all of which are defined independent of the actual firewall device finally used to implement the policy and standard.)
Privacy refers to the matching of a person’s expectations for the use of their personal information as against the actual use of that information. This usually consists of giving a person proper notice of how the information is to be used, access to seeing how it actually was used, and recourse methods if something goes wrong. Personal information means information which is personally- identifiable, including dates of birth, social security numbers, health care and financial information.
Consider a scenario – you receive a telephone call at home, from someone who says that they got your name and number from a local merchant. If that wasn’t what you expected the merchant to do, you have a privacy violation according to this definition.
Provability goes by various names, including auditability. It refers to the ability to prove that your controls are proper, so as to minimize legal, regulatory, market or customer dissatisfaction.
Consider a situation in which you have every possible control running properly, but you do not have documentation or audit logs – you would not be able to prove your controls, and you might still be liable to regulatory fines or lose in a lawsuit, even if you have experienced no actual losses.
Standard – a standard is the middle-level document, in between policies and guidelines.
Standards give the minimum, baseline protection requirements across platforms, networks, business units, and processes, whereas a guideline gives the recommended, default method of implementing policies and standards onto a given platform.
Threat – a threat is any event, real or possible, which might cause harm to the company or its information. Threats can be protected against, but will still exist. Contrast this with vulnerability.
Vulnerability – a vulnerability is a weakness in company systems, procedures, or networks which might permit a threat to actually cause harm. Unlink a threat, once a vulnerability is corrected, it goes away, while the threat is still out there, waiting to find a new vulnerability to attack.
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COUNCIL COMMUNICATION
CC #:
3398
File #:
0203-07
Title:
High-Voltage Relay Test Sets - Sole Source Purchase Order Contact:
Tom Pontes 916-774-5550 [email protected]
Meeting Date: 6/19/2024
Item #: 7.5.
RECOMMENDATION TO COUNCIL
Staff recommends that
the City Council approve a sole source purchase order with Doble Engineering Company for two high-voltage relay tests sets.
BACKGROUND
Roseville Electric Utility has relied on relay test sets from the Doble Engineering Company (Doble) to ensure the smooth operation of the City's power grid.
These specialized instruments
play a vital role in maintaining grid reliability by simulating various conditions and verifying the proper response of protective relays, which prevent outages. However, due to obsolescence, the utility's current Doble units can no longer be calibrated or maintained to meet industry testing standards.
Modern Doble test sets offer enhanced capabilities and improved accuracy, allowing for more comprehensive testing and better detection of potential relay weaknesses.
Purchasing specific Doble units is crucial to ensure continued efficiency and standardized functionality. The existing Doble software and analyzing tools are designed to work seamlessly with compatible Doble test sets. By maintaining uniformity within the Doble platform, the utility can streamline data collection, analysis, and reporting, ultimately enhancing the effectiveness of our grid maintenance program.
This upgrade will provide staff with the necessary equipment to maintain the highest standards of grid reliability and prevent costly outages that could disrupt essential services for Roseville residents and businesses.
FISCAL IMPACT
The total cost of the purchase order is $112,247.77.
Funding is included in the Electric
Department's FY2023-24 budget in the Electric Fund.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. Approval of this sole source purchase order meets the above criteria and is not subject to CEQA. No additional review is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal E
– Deliver exceptional city services.
Goal F – Invest in well-planned infrastructure and growth.
Respectfully Submitted,
Tom Pontes, Assistant Electric Utility Director
Dan Beans, Electric Utility Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:
Description
Doble Engineering - Quotation
Doble Engineering Company
123 Felton St.,
Marlborough, MA, 01752,
USA
Phone: +1 617 926 4900 | Fax: +1 617 926 0528
Quotation
Prepared For:
Becky Phillips
City of Roseville
311 Vernon St Finance Department
Roseville, CA 95678-2649 USA
(916) 746-1110
[email protected]
End User: City of Roseville
Quote #: Q-66621-4
Date: 2/29/2024
Quote Validity: 4/30/2024
Payment Terms: N30*
Shipping Terms: EXW
Proposed Ship Date: 2-4 Weeks
Recommended Carrier: Customer Carrier Account
Delivery Method: Ship
Your Doble Team:
Doble Representative Associated Power Solutions (APS) Regional Sales Manager Mark Teetsel Sales Contact Tom Ribar Direct Email [email protected] Email [email protected] Direct Phone +1 623 826 4981 Phone 925.820.8102 BDM John Harrell
Address 5051 Commercial Circle, Suite B Concord
CA US 94520
BDM Contact [email protected]