Learning_Management_Platform_SOW.docx

Learning Management Platform Support Statement of Work

1.0 Introduction and Overview

The government has a requirement for a Moodle Certified Services Provider to provide contract support for Federal Student Aid’s (FSA) Learning Management Platform (LMP) for the various distance education courses created by the U.S. Department of Education's Office of Federal Student Aid’s Training and Information Services Division (TISD). All of these courses as well as the current view of the LMP can be found at http://fsatraining.info. The website and domain requires a Registered Moodle Partner to provide server level maintenance and technical support for Moodle Version 2.7 and higher. FSA also integrates the Kaltura open source Video (Iris) Version, a learner course registration system and tracking tool (Enterprise Learning and Intelligence System [ELIS]) and a document management tool (Alfresco) within the Moodle environment.

1.1 Background

In 2012, TISD implemented a Moodle based learning platform, supported by Remote Learner, LLC. The platform included Server set up, hosting and upgrades, Adobe Connect Video conference integration, Kaltura Video Storage and delivery, Alfresco document management system and their own proprietary learning information system [ELIS]. FSA currently host over 14,000 accounts and deliver 120 contact hours of training content to a nationwide audience. TISD has 24 training developers and 6 administrators.

2.0 Scope of Project

The work shall consist of operations and maintenance of a distance education delivery platform. The solution will deliver and host an online platform for Government provided training materials. The contractor shall perform technology support tasks related to Moodle, Alfresco and Kaltura open source programs. All course development tasks will be provided by the TISD course developers. All course content, graphics, theme design (including CSS and Java scripts) will be developed by the Government.

3.0 Constraint

The support provided by the contractor shall comply with Sections 504 and 508 of the Rehabilitation Act.

4.0 LMP Requirements

The contractor shall:

· Display all learning content accurately and appropriately in all browsers such as Internet Explorer 10+, Mozilla Firefox, Google Chrome, and Safari Web browsers (including those that may emerge as industry standards in the future).

· Deliver and host an online platform for Government developed Moodle Theme.

· Support all bootstrap Moodle themes.

· Ensure accessibility to Federal Student Aid users.

· Support up to 25,000 users annually. Be able to support a daily average volume of 100 real time online users. Future use of the LMP may require a user volume of 500-1000 real time online activity.

· Ensure the system be accessible 24 hours a day / 7 days a week, except scheduled maintenance and upgrade periods.

· Notify the Department of any scheduled maintenance periods or software upgrades within 48 hours of its occurrence and provide an explanation of the maintenance or upgrade. Should a system outage occur and cause the system to be unavailable for more than 15 minutes, the vendor shall immediately notify the Department. After identifying the problem, the vendor shall provide TISD possible solutions and a timeframe for when the system will be operational.

· Update the LMP to the latest Moodle standards as testing and acceptance are completed. Contractor shall have a “sandbox” site to for LMP administrators to test new Moodle versions or updates prior to updating production site. Updates shall occur no less than once per year.

· Provide a mechanism that permits administrators to email announcements to all registered users and/or a specified group of learners enrolled in a particular course curriculum.

· Provide online user and administrator instruction manuals.

· Provide an on-line course development tool allowing for the delivery of:

· Audio/video streaming content

· Audio files

· Text

· MS Office and PDF documents

· A variety of learner assessment options

· Coursework assignments and retrieval

· A forum environment that permits collaborative discussion on assigned topic

· Provide an online learner calendar permitting the administrator to make announcements and schedule upcoming events.

· Provide an integrated live webinar tool allowing for up to 3,000 simultaneous participants.

· Ensure registration system have the following components:

· Multiple course tracking

· Bulk administrator editing features

· User sets

· Notification systems that will allow email correspondence to enrolled user

· Track enrollment demographic information for CSV output

· Provide viewing formats for user to see enrollment class size, seats left, dates and time of course offerings

· Waitlist capability with auto enroll feature.

· User cancellation or un-enroll capability.

· Provide various reporting capabilities to manage course registrations.

· Users should have capability of receiving email notifications or access to individual user reports showing transcript of courses enrolled in and those they have completed.

· Registration mechanism must exist for learners to attend scheduled live events (registration link should be deliverable via online calendar or through the use of administrator email announcement tool).

· Provide for the delivery of pre-recorded video/audio files.

· Not to exceed 7 Terabytes of video/audio throughput annually.

· Provide a tracking tool for administrators to retrieve learner assessment scores. This tool should have the ability to create assessment reports on a sorted group of learners.

5.0 Training and Customer Service

The contractor shall:

· Provide an intuitive self-paced online training course for Administrators on the use of the system that is available on-demand.

· Provide a one-time live Webinar to introduce Government Training Officers to the LMP.

· Provide access to a customer service help desk for administrators.

· Provide access to a technical support help desk for administrators.

6.0 Webinar

The contractor shall:

· Provide Support including hosting of the Adobe Connect Plug-In for Moodle

· Provide Adobe Connect for Webinar services that allows for the delivery of single events for up to 3,000 participants. The platform shall also support small repeating events. The solution shall include the following:

· Audio/video streaming content

· Audio files

· Text

· MS Office and PDF documents

· A variety of learner assessment options

· Coursework assignments and retrieval

· A forum environment that permits collaborative discussion on assigned topic

· Up to 10 FSA Employee Administrator accounts

· Admin Accounts can schedule multiple events

· Integrates with Coach Platform

7.0 Transition between Vendors

The contractor shall work with FSA staff to ensure a seamless transition, including but not limited to, in the transfer/migration of existing data files/records to the newly procured vendor. The contractor shall provide a sandbox environment that includes the Moodle version 2.8 platform and the contractor’s registration system add-on” for testing during the transition. The transition between contractors must safeguard against any disruption of service and loss of pre-existing data.

Statement of Work: Learning Management Platform