Appendix 04.pdf

Training Requirements

Appendix #:

Subject:

Functional Requirements: Training Requirements

Appendix 04 - Training Requirements Page 1 of 18

Overview Training Planning Required Training Training Deliverables Training Population Knowledge Transfer

See Appendix 15 for a complete list of all abbreviations and acronyms.

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Overview

The training requirements include the following:

1. Training Planning – Approach and plan for training the SCDMV resources.

2. Required Training – Types of training the contractor is required to provide.

3. Training Deliverables – Training deliverables to be provided by the contractor.

4. Training Population – Type and number of resources to be planned for training.

5. Knowledge Transfer – Plan to transfer knowledge as described in Appendix 3 – System Support.

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Training Planning

2.1 Overview

Training and relevant knowledge transfer activities shall be conducted in a phased approach: first, in advance of any production implementation, second, on an as-needed ongoing basis for newly on-boarded SCDMV staff, and third, culminating with a final round of training during transition out activities.

The Contractor shall complete sufficient training so that the SCDMV can perform all training activities after the Warranty period, including new-hire training.

2.2 Objectives

There is an operational need for the SCDMV to have a well-considered approach to managing training for all: new staff, aids, and courses for training refreshers, and rollout of incremental system updates.

The objective is to ensure that SCDMV staff who receive training shall demonstrate that they understand the material presented. In addition to any training environments for directed learning (either classroom or online courses), the SCDMV requires utilizing a Sandbox training environment as a simulated environment to allow the SCDMV staff an opportunity to perform post-training activity. The sandbox environment is expected to be primarily a self-directed environment, with the purpose of:

1. Allowing the SCDMV staff to continue to become familiar with the system, and

2. To help support system changes and/or new feature rollouts that may not yet be fully incorporated into all training materials.

2.3 Training Scope

The Contractor is responsible for all aspects of a training program that will educate the SCDMV staff on the new system including its design, maintenance, usage, operation and support. The training scope includes all system functions, sub-system functions, reports and interfaces as documented in the requirements.

2.4 Training Requirements

At a minimum, the Contractor shall:

1. Develop and update all training courses, supporting materials, and recommended study approaches to meet project training needs for implementation, incremental rollouts of functionality, and ongoing operation of the System.

2. Develop, maintain, produce, and update all training materials.

3. Prepare and deliver IT and technical training (in-person and virtual) as often as needed/requested to the SCDMV Technical staff until the end of the warranty period without additional cost.

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4. Prepare and deliver training (in-person and/or virtual) as often as needed/requested to the SCDMV Trainers to prepare them to deliver training to the SCDMV end users.

Provide the option for trainers to complete the end user training in addition to the train the trainer approach at an additional cost.

5. Establish, as appropriate, a series of training courses (i.e., a curriculum) and tools for measuring comprehension that, once successfully completed, demonstrate competence in a particular aspect of the System.

6. Effectively communicate any updates to training materials and training courses, especially as defects and workarounds are identified, and incremental functionality is deployed.

7. Develop an evaluation process to improve training. This evaluation process will be jointly run by the SCDMV trainers.

8. Develop metrics and mechanisms for evaluating the effectiveness of the training classes and overall training process.

9. Develop and implement a process to ensure that the SCDMV staff are prepared to support the technical operation of the System.

10. Develop tools and mechanisms for populating and refreshing training data. This process will need to include training the SCDMV trainers on this process.

11. Develop training mechanisms that allow for multiple concurrent sessions of the same training class/training session.

2.5 Training Environments

1. The Contractor shall plan, establish, and manage training environments sufficient to support all types of training necessary for the entire project. Support furnished by the Contractor for training environments shall include access management for the SCDMV staff, training environment data refresh, and system deployments.

At a minimum, the Contractor shall establish and manage the following:

a. Sandbox training environment to support informal training on the System after completing structured training.

b. The Sandbox environment shall:

c. Allow staff to access training from office computers across the SCDMV,

d. Allow staff to practice transactions,

e. Allow unique logins to support activity tracking,

f. Have the most recent version of system code to show any last-minute design changes that may happen between classroom training and go-live.

g. The release practice exercise worksheets when the Sandbox Environment is updated. These worksheets shall reflect changes to the system from their classroom training to learn about functionality changes before go-live.

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2. The classroom training environment(s) shall:

a. Be kept up to date with planned production releases,

b. Support at least two concurrent, in-person (classroom) classes/training sessions for the same course.

3. Training data shall:

a. Be sufficient to exercise all parts of the system,

b. Not include production data.

4. Training environments shall simulate data flow to and from other systems when needed to demonstrate a function during training. (e.g., to simulate document imaging, AAMVA interfaces).

5. Establish tools, data, refresh schedules, and anything else necessary to ensure that instructors and students are provided with fresh data as needed.

6. Furnish instructions and tools and train the SCDMV on how to update and refresh the training environment/database.

7. Provide the SCDMV with logon and access requirements associated with training.

2.6 Training Plan

The Contractor shall develop and document a recommended training program in the training plan and shall include at a minimum:

1. Types of training recommended (e.g., Instructor-led, Computer Based Training, webinar) for each user type/role.

2. Recommended hours of training for each user type/role.

3. Proposed training syllabus/curriculum outlines.

4. Recommended training materials (presentations, handouts).

5. Recommendations regarding how SCDMV can incorporate the train-the-trainer approach.

6. Assist SCDMV in determining the number of classes, web-based training modules, and sessions necessary to successfully train the SCDMV staff.

7. A training plan for supporting third-party vendors for entering test scores, sending and receiving data, or performing a small set of transactions.

2.7 Training Schedule

A detailed training schedule shall be developed and maintained by the Contractor with support and input from the SCDMV.

2.8 Training Resources

The following resources and constraints are known currently:

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1. For in-person training, SCDMV will provide training facilities across the State that are equipped with training rooms and workstations for each student.

2. SCDMV will ensure that the classroom computers have appropriate network connectivity.

3. SCDMV may elect to set up equipment to mimic branch office configurations.

2.9 Training Materials

Training Materials format, acceptance criteria, and update schedules shall be documented per the deliverable acceptance criteria.

1. The Contractor shall develop web-based training for any training course. Training materials associated with curricula and tools to measure skills, and comprehension shall be delivered via the SCDMV’s learning management system (currently Blackboard). Note: The SCDMV may consider an alternative to Blackboard. Web-based training shall include self-tests after each topic and shall include the option to print a certificate upon successful completion.

2. Web-based training courses shall determine whether the student has demonstrated proficiency in the material. Training Materials delivered via the SCDMV’s learning management system shall be SCORM-compliant (Sharable Content Object Reference Model) and capable of being delivered via the SCDMV LMS.

3. Training materials shall include at a minimum: quick-start guides, user guides, how-to documentation, and FAQs, as appropriate.

4. All training materials shall be stored in the project’s document repository, labeled with each production release.

5. Training materials and courses shall describe modifications, configurations, and procedures made for the SCDMV staff, and shall employ the SCDMV’s terminology.

6. Web-based courses shall be developed on standard tools approved by the SCDMV to allow future handoff of material for the SCDMV staff to update (i.e., no custom training development toolset allowed).

7. Training materials shall address students who may not have any prior introduction to a particular topic and shall also develop training suitable for skills refresh in addition to initial rollout.

8. Training materials and tools shall include the capability, including licenses for any SCDMV approved specialized tools, for the SCDMV to update any training materials.

9. Training materials will be accessible via the SCDMV’s learning management system.

10. Training materials will be branded for the SCDMV.

11. SCDMV will own and reserves the right to reproduce all training materials and content for training the users of the system, and to make such changes to those training materials as necessary to improve training outcomes.

12. All training materials will meet SCDMV accessibility guidelines.

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2.10 Training Documentation

The Contractor shall include the cost of all tools in their proposed solution.

1. The Contractor shall create training manuals, quick reference materials, and other user support materials to support the system. Training materials shall be developed using the same tools as the System User Guide using similar formatting structures so that documentation standards are maintained across all Documentation deliverables.

2. The Contractor shall include the cost of all tools in their proposed solution.

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Required Training

3.1 Training the Trainer

The Contractor shall obtain approval from the SCDMV for the Contractor’s trainers and the SCDMV has the right to request replacements. The Contractor shall supply trainers who have both the system knowledge and training skills.

1. The Contractor shall hold separate train-the-trainer classes for specified number of SCDMV trainers who will provide training to existing staff during rollout, provide new hire training after rollout, and audit the Contractor’s training classes. All functional train-the-trainer training will be delivered without additional charge throughout the Warranty Period without limitation.

2. The Contractor shall provide annotated trainer versions of the course materials and exercise books that describe the flow of the lecture and the corresponding online demonstrations.

3.2 Training for IT and Technical Staff

The Contractor shall provide technical training to the State and SCDMV IT and technical staff identified in Table 1. IT-Related Technical Training Overview by Area. Specific details on the training will be worked out during project execution through coordination between the SCDMV management, State management, and Contractor training staff.

These details include:

1. Prerequisite skills and experience the trainees are expected to have,

2. Specific class content,

3. Training times,

4. Potential for combining technical courses and classes, training facility equipment and materials,

5. Training mode (self-study, Computer Based Training, classroom, hands-on),

6. Training duration,

7. The means of verifying (e.g., testing, practical demonstration) that the trainees have successfully learned the material,

8. Other metrics and logistics related to IT training, If the system is deployed in phases or stages, the training shall be repeated at each phase or stage. When training is provided on policies, processes, or procedures, the location and references to those policies, processes, and procedures shall be provided in writing.

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Table 1. IT-Related Technical Training Overview by Area

Technical and Application Areas

Training that shall be provided by the Contractor for the State and SCDMV staff

Common Training The Contractor shall provide subject matter training on the policies, processes, and procedures associated with the subject matter.

This includes providing contact phone numbers and e-mail addresses, access codes, passwords, product licenses, warranty information, tools, and other information required for the SCDMV and the State to perform the tasks and activities necessary to support and perform development, testing, training, and production activities for the modernized system.

Hands-on training and mentoring for the State and SCDMV trainees shall be a key component of training.

This includes providing contacts phone numbers and e-mail addresses, access codes, passwords, product licenses, warranty information, and other information required for the SCDMV and State to perform desktop support for the modernized system.

Systems Support - Server and Storage

Common Training shall be provided for the Systems Support - Server and Storage subject area. The Systems Support - Server and Storage subject area includes but is not limited to, the hosting infrastructure as it relates to servers, storage, disaster recovery, backup and recovery, performance monitoring, and related areas and components in the hosting environment.

Database Support Common Training shall be provided for the Database Support subject area. The Database Support subject area includes but is not limited to, operating, managing, supporting, and maintaining the databases as it relates to servers, storage, disaster recovery, backup and recovery, performance monitoring, and related areas and components in the database and data warehouse environments.

Database Report Writing Common Training shall be provided for the Database Report Writing subject area. The Database Report Writing subject area includes but is not limited to writing, scheduling, managing, and maintaining the

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Areas

Training that shall be provided by the Contractor for the State and SCDMV staff reports as they relate to the functional, security, performance, applications, and system components within the modernized system.

Application Development Common Training shall be provided for the Application Development subject area. The Application Development subject area includes but is not limited to writing, scheduling, managing, and maintaining the software as it relates to the functional, security, performance, applications, and system components within the modernized system.

Application Support Common Training shall be provided for the Application Support subject area. The Application Support subject area includes but is not limited to, supporting and reporting user and system issues related to the modernized system, including the functional, security, performance, applications, and system components within the modernized system.

Help Desk Support and IT Help Desk

Common Training shall be provided for the Help Desk Support and IT Help Desk subject area. The Help Desk Support and IT Help Desk subject area includes but is not limited to operating, managing, reporting, and maintaining the help desk as it relates to the functional, security, performance, applications, and system components within the modernized system.

Help-desk training includes responding to user inquiries on the 100+ most common reasons for calling the help desk, adding and removing user access, resetting passwords, and responding to similar level 1 questions.

Help-desk training also includes handoff from the SCDMV/State help desk to the level 2 and level 3 support systems used for the modernized system, including closing tickets in the SCDMV/State help desk that have been resolved by level 2 and level 3 support.

Desktop Support Common Training shall be provided for the Desktop Support subject area. The Desktop Support subject area includes but is not limited to, deploying the modernized system it relates to workstations (desktops, laptops, tablets), mobile devices (e.g., smartphones, tablets), Appendix 04 - Training Requirements Page 11 of 18

Training that shall be provided by the Contractor for the State and SCDMV staff peripherals (e.g., printers, scanners, cameras, payment card devices, etc.), configuration information, performance monitoring, and related areas and components in the hosting environment.

Desktop support also includes but is not limited to adding, removing, upgrading, managing, and maintaining all end-user devices and peripherals.

Configuration Management Common Training shall be provided for the Configuration Management subject area. The Configuration Management subject area includes but is not limited to deploying the modernized system software as it relates to software major and minor updates, patches, fixes, and other changes to the modernized system software, prerequisites, co-requisite software, interfaces, plug-ins, add-ins, and other related software and firmware. These updates extend to changes to the pushing software to all devices that access the modernized systems, including those by both internal and external users and business partners, and information consumers and providers.

IT Business Analyst The Contractor shall provide business analyst training for business analysts responsible for gathering, managing, and validating requirements specific to the modernized system and planning for writing, managing, and executing user acceptance testing specific to the modernized system. In this context, the modernized system includes systems, applications, functionality, internal and external users, businesses, interface partners, and others with authorized access to the system. This includes providing access codes, passwords, product licenses, warranty information, requirements and other templates, and other information required for the SCDMV and State to perform business analyst activities.

Basic Awareness Training The contractor shall provide training on the modernized system that includes:

• An introduction to the basic functionality

• Representative transactions in the business areas

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Training that shall be provided by the Contractor for the State and SCDMV staff

Although computer-based training may be used, actual training using SCDMV modernized system screens (in a non-production environment) shall be provided for the trainees.

Network Operations The contractor shall provide training on the modernized system for middle- and executive management.

This includes:

• Basic Awareness Training

• High-level training on the architectural and organizational changes driven by the new system,

• Training on information and data security,

• Training on the impact of the cloud on the network and on security,

• Any LAN or WAN changes required to accommodate the new system, and

• Other topics of interest to network operations.

Management (State)

CIO

IT Directors

The contractor shall provide training on the modernized system for middle- and executive management.

This includes:

• Basic Awareness Training

• High-level training on the architectural and organizational changes driven by the new system, and

• Other topics of interest to IT management

Administrative (State) Administrative

The contractor shall provide Basic Awareness Training on the modernized system for administrative staff including project managers. This includes:

• Basic Awareness Training,

• High-level training on the architectural and organizational changes driven by the new system,

• Training on IT budgeting for the modernized system,

• Training on project estimating, status reporting, scheduling, and planning for projects related to the modernized system (including functionality, interfaces, configuration, and support), and

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Training that shall be provided by the Contractor for the State and SCDMV staff

• Other topics of interest to administrative staff, including project managers.

Security

CISO

Information Security

The contractor shall provide training on the modernized system for middle- and executive management. This includes:

• Basic Awareness Training,

• Mid-level training on the architectural and organizational changes driven by the new system,

• Training on information and data security,

• Training on the impact of the cloud on the network and on security, and

• Other topics of interest to IT management.

3.3 Support for UAT

The Contractor shall conduct sufficient training to support UAT, and any integration testing support performed by the SCDMV staff, any quality assurance Contractor staff, or potentially limited points of contact external to the SCDMV.

1. The Contractor shall train all UAT testers on functionality so they can effectively perform acceptance testing.

2. The Contractor shall hold UAT training and provide UAT training support throughout all implementation cycles to support all new features introduced into UAT, and changes to existing functionality that must be re-tested.

3. Training shall be appropriate to support new functionality and changes to previously tested functionality.

3.4 Attendance Tracking and Activity Reports

The Contractor shall jointly develop with the SCDMV a method for recording course completion status and tracking attendance at all courses it delivers.

1. This should be satisfied by integrating with the SCDMV’s learning management system or via a Contractor provided training tracking tool.

2. If the contractor is proposing an alternative to the SCDMV’s LMS system, the contractor will configure their proposed e-learning tool to include the required tracking and reporting.

3. The Sandbox Environment shall be able to generate activity reports based on user logins.

4. Sandbox activity reports shall include (but not be limited to):

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a. Number of times a user logged in,

b. Duration of login session,

c. Location and time stamp of login session,

d. Number of transactions completed in a session,

e. Type of transactions completed in a session,

f. The number of transactions started but not completed in a session,

g. Number of errors generated in a session,

h. Type of transactions which generated errors,

i. Type of transactions started but not completed,

j. Individual and global reports that display the above activity.

3.5 Proficiency Tests and Reports

The Contractor shall provide proficiency tests as part of both classroom-based and web-based training.

1. The trainee shall be required to complete the test before the course/module is marked complete. SCDMV will determine the requirements for considering a course/module complete.

2. The Contractor shall provide tools to measure skills and comprehension of Operations and Support staff based on an agreed upon set of requirements with

SCDMV.

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Training Deliverables

The contractor shall deliver the following artifacts for each production release which shall be reviewed and approved by the SCDMV.

1. Training Plan that describes each required type of training.

2. Training Materials for each type of training including student evaluations, quick reference guides and course curriculums.

3. Computer Based Training Modules for each type of training.

4. Training/Practice Environment and non-production data with refreshes and support for concurrent sessions.

5. Training Plan & Schedule for training delivery so users are not trained more than 6 weeks prior to use.

6. Completed Training as defined in the approved training plan.

7. Training Attendance Records and Training Evaluation reports to show who attended each class and results of training evaluations by students.

8. Knowledge Transfer Plan and activities that outlines the approach for Transition out activities and final training for users and technical staff.

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Training Population

The following defines the population that will require training.

Roles Estimated Student Count

SCDMV Management

Executive Management 10

SCDMV Business Area Managers 15

SCDMV Project Management Team 15

Total 40

Operations and Support Staff

Operations Management 5

Operations Support Staff 30

Total 35

Technical Staff

Technical Support Management 5

Application Development and Support 26

System Support (Linux, Windows Server, etc.) 6

Database Support (Oracle and SQL Server) 5

Help Desk Support 7

Other Support Staff 28

System Security (CISO) 8

Total 85

End Users – SCDMV Headquarters

Driver Services 113

Vehicle Services 83

Motor Carrier 40

OIG 67

Financial Operations & Administration 26

Legal 10

Operations (OPS) 30

Total 369

End Users – SCDMV Branch Offices

Managers / Assistant Managers 200

Customer Service Agents / Examiners 730

Total 930

Grand Total 1,459

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Knowledge Transfer

6.1 Objectives

1. The contractor shall develop a Knowledge Transfer Plan that will include all activities to ensure the SCDMV staff have the knowledge and skills needed to support the system. Knowledge transfer is an ongoing process that goes beyond classroom training.

2. In addition to formal training, the Contractor shall develop an approach to include non-classroom knowledge transfer for the operations and support staff and the technical staff. Knowledge transfer will supplement formal training and allow the SCDMV staff to exercise formally learned information through participation on the project.

3. There is a possibility that the SCDMV will assume responsibility for the operation, maintenance, support, and enhancement of the new system. This transition point may occur at the end of the Warranty Period.

6.2 Scope and Requirements

1. To achieve the objectives, the Contractor shall provide knowledge transfer to the SCDMV staff, including formal and ad hoc training during the Contract.

2. The Contractor shall monitor the effectiveness of knowledge transfer to the SCDMV staff throughout the project.

3. The Contractor shall specify any prerequisites to knowledge transfer activities. The Contractor shall specify these pre-requisites as part of the initial Knowledge Transfer Plan so that the SCDMV has time to ensure staff has necessary skill sets.

4. Knowledge transfer to the SCDMV staff should specifically include:

a. A working knowledge of the current environment as well as the general business practices of the SCDMV,

b. Review with the SCDMV staff the procedures and practices that support the business process and current environment,

c. Working knowledge of all technical and functional matters associated with the System, its architecture, data file structure, interfaces, any batch programs, and any hardware or software tools utilized in the performance of this Contract,

d. Documentation that lists and describes all hardware and software tools utilized in the performance of this Contract,

e. A working knowledge of various utilities and any additional software products used in support and operation of the System.

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6.3 Knowledge Transfer Plan

1. The Contractor shall prepare a plan that describes how knowledge will be transferred throughout the project to the SCDMV staff, including technical and support staff.

2. The Knowledge Transfer Plan shall support active participation and involvement of the SCDMV’s resources from project initiation through system turnover.

3. The Knowledge Transfer Plan shall support the development and execution of the Training Plan and the Turnover Plan (turnover of system for support by the SCDMV staff). The linkage between these three plans shall ensure that appropriate training is provided, and that the SCDMV staff has the skills necessary to support the system.