RFP for Virtual
Reference Pilot Project
Boise, Idaho, Summer 2003
Participating Libraries:
Ada Community Library
Albertsons Library at Boise State University
Boise Public Library
The RFP
Key Specification Highlights:
- No software downloads or plug-ins required on patron side
- 24/7/365 Service
- Co-browsing
- Page pushing
- Patron escorting (both parties viewing same page)
- Controlling movement of mouse or cursor
- Interactive chat during session
- Co-browse proprietary databases, including those that require authentication by either part.
Secondary specifications:
- Ability to transfer from live chat to email
- Option to forward a live question to another librarian within or outside the service
- Option to have questions automatically forwarded to backup service if scheduled consortium staffs are busy
- Robust queue management functionality
- Ability to create scripted responses
Training
- in person on-site
- on-line training
- tutorials
- manuals and documentation
Ranking
- A ranking system was established based on a total of 100 points to award.
- Key features were valued/weighted at 20; many less vital features valued at 1.
- No software downloads or plug-ins was non-negotiable. It was not scored but if a vendor required one they were eliminated.
- Only two items, Company History and Price, were weighted at 20 points each.
- Lesser features and issues were less exactly weighted and scored.
Bids
-
Bids (4) were received by City Purchasing and opened August 14th.
-
1st cut eliminated 2 based on inability to meet some specified criteria
-
Discussed feedback from actual users of the two remaining systems.
-
Final determination - based on a combination of cost and features
-
Responses came to City of Boise Purchasing
-
Bid was awarded to 24/7 Reference. Contract signed last week of September 2003.
Hardware Requirements
We held off until vendor was selected in order to know specifications
VR office space at each institution to include:
-
Dedicated PC with MS Office Suite
-
Scanner
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Cell phone for BPL since no other phone lines were available.
Software
EZ Proxy is being purchased and installed to make licensed databases available to remote users and to authenticate validated users.