Here we look at how to go about choosing a supplier, how to ensure you’re making the right decision and what to do once you have selected your e-learning provider.
- Research the market and look for suppliers with a good track record in your sector.
- Invite a few suppliers to visit you. Quiz them about their offerings – ask a representative of your IT department to attend, and to submit questions to the suppliers.
- Ask counterparts at organisations similar to your own for advice.
- Tell suppliers about your IT infrastructure and ask if that creates difficulties.
- Know your budget and share that with suppliers – some will only do large-scale jobs, say £40,000 plus per year.
- Put the project out to tender, desribing your e-learning needs, IT infrastructure and projected number of users and locations.
- Give a cut-off date for tendering.
- Ask for a demonstration to be created if it is a high-value job.
- Give details of your Learning Management System (LMS) – this is a key ingredient for e-learning systems.
- Establish criteria for selection – a tick-box list is common for IT projects.
- Ask for customer references.
- E-learning is a long-term commitment – look for flexibility in a supplier.
Supplier vetting
Once you have a shortlist of potential suppliers, you should:
- Ask for a breakdown of costs
- Check the supplier’s background and financial position
- Ask how much they invest in technology and development
- Ask who will staff the project
- Ask what assurances they can give that service will be first class
- Ask what back-up provision they have
- Ask for assurances they can provide the content you want in the forms you want.
“Financial stability is particularly apposite at the moment. If you are entering into a long-term agreement, you need to know that your potential partner is sound”, says Kevin Young, general manager EMEA, SkillSoft.
Post-selection
| Advice from a supplier “Before entering into a contract with an e-learning provider, all organisations should take three extremely important issues into consideration: strategy, performance and relationship building. They should then ask themselves the following questions:
Mickaël Ohana, head of business development and strategy, CrossKnowledge |
This is where the hard work begins. You must agree a project plan with an agreed timetable and milestones. You must also decide on the detail of the content to be provided. And you will need a service level agreement (SLA) that specifies what you expect from the supplier on a continuing basis and who is responsible for what. The more the supplier is responsible for – such as maintaining 24/7 service and access – the more it will cost you. But IT provision is complex and costly and the more the supplier looks after, the better for you.
Service level agreements (SLAs)
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SLAs are an esssential part of any an e-learning deal. They specify what the client expects the supplier to deliver in its fulfilment of the contract. They must be negotiated upfront. Features include:
- What services and content will be supplied
- What will not be included
- How service will be measured
- How performance data will be reported
- Conflict-resolution procedures
- Descriptions of priorities and responsibilities
- Definition of level of service, such as response times
- The penalties that the supplier will incur if they fall short of the agreement
- 24/7 service guarantee
And make sure the supplier agrees, in the SLA, to provide usage data on a regular basis. Senior management may wish to see this information.
