RFI Questionnaire 6.7.2024.pdf

Questionnaire:

1) Tell us how you electronically announce courses?

2) Tell us how your Learning Management System (LMS) allows individuals to self-register to attend courses and change/cancel registration dates on their own?

3) Tell us how your system collects course registration fees and processes refunds?

4) Tell us how your LMS enables individuals to self-register and pay for courses?

5) Share your insights on how your software or web-based capability allow individuals and/or their parent organizations to pay course fees using a credit card, and to provide refunds for canceled courses as needed?

6) Tell us how the vendor forwards funds collected through registrations to customers?

7) GAO currently uses an automated payment system fully integrated with the software to accept individuals’ and government organizations’ credit cards, deducts vendor fees, and deposits net revenue to GAO’s identified depository institution. How does your payment system work?

8) Prompt payment of collected funds to GAO via pay.gov. Can you send payment here?

9) What is the mechanism by which the vendor will bill GAO (flat fee, by registrant, course)?

10) Please share industry’s best practices for ease of use of the platform for both administrators and participants (i.e., enrollees from organizations)?

11) Tell us how your LMS transparently and automatically will link from GAO’s webpage on

GAO’s external website? Describe your capabilities, with examples, where you have done this for other clients?

12) Tell us how you take our existing data and import for use in your site? Tell us how this process works and what the left and right limits (minimum-maximum time) we can expect from start to finish (Go-Live).

13) What are the minimum and maximum numbers for your product and is there a fee per use or bulk cost for registrations that exceed the max?

14) We currently use an easy-to-use electronic registration form that can be fully customized and changed by GAO staff. How will our training administrator operate and manage themselves with little or no guidance unless requested?

15) How does your customer service and your customer service representative assigned to us communicate and respond to tickets/requests? What is your average ticket response to resolution time?

16) We currently have electronic access to complete the registration form and register for courses, including full and easy access via mobile devices. Please provide an overview on how your product provides this access?

17) Tell us about your capability to track who and how many are registering for each class, on a daily, weekly, etc. Tell us about your report mechanism and what kind of reports your system has? Canned reports or buildable? Both? Will your services provide support to build an ad hoc report as requested or will we be left to do so on our own?

18) GAO has an automated process for registrants to cancel registrations or change to another course or date. This actions a notification (email push) to GAO of cancellations and changes. This is a fully automated process for processing refunds back to individuals’ and government organizations’ credit cards or purchase cards without GAO involvement. (*However, GAO staff can do themselves on an as needed basis.) Tell us how your product/service do this?

19) Tell us about your LMS reporting function. Is the reporting capability comprehensive?

For example, can it easily run and print or email for course and registrant data such as by name of each registrant for each course on a daily basis, including reports on those who have changed courses or dates; status of payments received from each registrant for each course; names of registrants cancelling registrations and status of refunds;

responses to course evaluation questions, by question, by course; and names of registrants who have not completed and submitted a course evaluation form within a specified period of time? I f r e q u e s t e d , c o u l d you demo this aspect of your system?

20) Detail your experience with ease of use?

21) Tell us about your customer training program. How long does typical setup take from contract signature to launch? Please provide specific examples of best and worst case scenarios from previous experience doing the same or similar service for other organizations.

22) We currently use a calendar view of the courses available, by each month of the year.

Tell us what the process is and what customers see when registering for courses using your product?

23) How do you protect data such as registrant names, addresses, phone numbers, and credit/purchase card information against inappropriate disclosure to third parties?

24) Tell us how completion certificates can be sent to all attendees?