Digital Adoption Platform

Item Description:

The World Health Organization (WHO) intends to gather ideas from the industry for a Digital Adoption Platform.

This announcement is a Request for Information (RFI), not a solicitation for offers, and accordingly, no contract will be awarded from this announcement. Vendors responses, as a result of this announcement, shall focus on providing recommendations for the requirements as detailed below. Information provided in the RFI may be used by WHO in solicitation documents.

WHO appreciates your assistance with this market research and emphasizes that this effort is for planning purposes only. Responses will not be treated as proposals but may be used to create any subsequent Request for Proposal (RFP) / Invitation to Bid (ITB).

Specific Requirements / Information

WHO is looking to gather information about a Digital Adoption Platform to streamline user-experiences across the portfolio of WHO systems and services which should include (but not limited to) the following capabilities:

Functional Requirements:

Learning and adoption

• Self-service step by step walkthroughs and tailored tutorials
• Common guidance across platforms and applications
• Contextual user guidance and interaction on UI navigation
• Data quality checks and correction
• Identify end-user training needs
• Incorporate end-user continuous development and learning on demand
• Rich media, video display and embedded content
• Reduce WHO time/effort spent on traditional onboarding activities (human, products, services)
• Audience/profile targeting
• Usage, action, activity, completion and event data analysis

Communications

• Targeted end-user knowledge sharing on a contextual need-to-know or need-to-use bases
• New feature announcements, behavioural tips and hints
• Feedback collection, satisfaction ratings and surveys
• Audience segmentation and personalized campaigns
• Usage and impact data analysis

Gather User Data

• Gather user data for performance and business process improvement analysis
• Track user adoption to systems/services
• Identify user system/services block points
• Benchmark and monitor user behaviour on existing/new systems and services
• Audience grouping and dashboards
• Measure benefits realisation
• Identifying business process improvement
• Action, activity, behaviour and event data for benchmarking, KPI and triggers

Chatbot and automation features

• Automated walkthrough execution
• Chatbot interaction, guidance and triggers
• Data quality check and conversion
• Customizable UI, behaviour and

Other Capabilities (benefits)

• Cross platform, device and application support
• As experts in the DAP industry, please feel free to include/expand on any additional features, capabilities which will benefit WHO in this endeavour.

As part of the response to this RFI, vendors interested in fulfilling the requirements are requested to answer the following questions:

1. Please provide a short description of your company and your product/services
2. What do you consider as your most differentiating factors from other similar products/services available in the market?
3. Please highlight any constraints relating to security, reliability, performance, maintainability, scalability, usability etc. as any future DAP solution will be implemented globally across WHO HQ, Regions and Countries user-base
4. Please indicate the available pricing models and options
5. What are your suggestions on most cost-effective way to implement a licensing model, which will scale to the WHO environment across HQ, Regions, Countries and across a portfolio of systems and services?

As part of this Request for Information, the Vendors may be invited to a presentation session to supply additional information on their products and/or services (possibly with an emphasis on a topic of WHO’s choice) followed by a “question and answer” session. If required, the presentation will be held at WHO’s office, or by tele/videoconference.

Once WHO has sufficient information to select a technology, product and type of implementation, WHO may issue a Request for Proposal (RFP) to select a service provider to implement the identified solution.

The Vendors replying to this RFI will be allowed to participate in the latter. Their proposal will be considered on an equal basis with others.

In reply to this Request for Information, Vendors are requested to provide the information requested above and all additional information e.g. specifications, delivery time, cost, etc. in electronic format.

NOTE: Other presentations and any other individual contact between WHO and potential Vendors is expressly prohibited both before and after the closing date for this Request for Information.

Request for Information Instructions

Vendors interested in participating in this Request for Information are requested to submit their documents to IMTprocurement@who.int not later than the 09/03/2020 at 18:00 Geneva time.

Any information considered by interested entities as confidential must be clearly marked “confidential”.

Responses submitted after the Closing Date will, in principle, be disregarded, unless WHO decides otherwise, in its sole discretion.

Companies can only participate in solicitations of WHO after completing their basic registration (free of charge) at the United Nations Global Marketplace. The United Nations Global marketplace is a database of active and potential suppliers available to all UN and World Bank procurement personnel and is the main supplier database of more than 20 UN organizations.

To register go to http://www.ungm.org, click on “REGISTER NOW” or on Registration drop down and select “Register as Supplier”. Please make sure that your company is registered with WHO (under Dashboard > My Agency Submissions).

Disclaimer

This Request for Information is not a solicitation and replying to it does not guarantee that a vendor will be invited to any solicitation by WHO. No further details of the planned solicitation will be made available to vendors prior to the issuance of solicitation documents. In the event of a solicitation for the subject matter described herein, any Invitation to Bid / Request for Proposal and any subsequent purchase order or contract will be issued in accordance with WHO’s rules and procedures.

Any and all costs and expenses incurred in relation to, or ensuing from, the submission of Information will exclusively be borne by the applicant. The application and selection process set forth in this document will not be subject to claims for financial compensation of any kind whatsoever.

WHO is acting in good faith by issuing this Request for Information, however, this Request for Information does not entail any commitment on the part of WHO, either financial or otherwise. WHO reserves the right to send solicitation documents to vendors identified by WHO through means other than this Request for Information; reject any or all Information, without incurring any obligation to inform the affected applicant(s) of that decision or the grounds thereof; and/or change or cancel the procurement process at any time, including during the Request for Information or formal solicitation processes.

2020_051_BOS_IMT_Digital_Adoption_Platform.docx