The Washington Workforce Association, hereafter called WWA, is soliciting product demonstrations of field-proven management information systems in workforce development for implementation in the WorkSource system of the state of Washington. This Request for Information (RFI) is issued as a means of technical discovery, information gathering, and for the purpose of determining market capability/availability of sources. Key deliverables for the solution include case management, operational management, local, state, and federal reporting, and customer relationship management (CRM) developed through and for the workforce development system.


WorkSource is a partnership of state and local government agencies, colleges, and non-profit organizations that offer employment services for job seekers and businesses in Washington state. There are about three dozen full-service WorkSource centers open to the public across the state, plus several-dozen satellite sites that offer a smaller array of services.

WorkSource exists to match job seekers with employers through a variety of programs, services, and activities. WorkSource also exists to support employers looking for skilled and job ready employees. At a high level WorkSource exists to:

  • Assist job seekers to develop their skills and match them with suitable jobs, and
  • Support employers with recruitment and other workforce related needs.


The objective of this RFI is to review commercial off-the-shelf (COTS) management information systems and to establish an understanding of where and how these COTS solutions have been used in other states. A management information system (MIS) is key to running office operations. It provides feedback on staff and office productivity, tracks financial information and budgets, and displays much of this information in dashboards and reports. It must:

  • Track job seeker and employer interactions for the purposes of providing services and managing caseloads, and
  • Include interfaces and dashboards for additional data from external systems such as Unemployment Insurance UI claimant data, Fiscal tracking of services, and credentialing data.

The WWA has interest in the following high-level functionality:

  • A job matching system to assist seekers and employers in matching skills and jobs;
  • Skill assessment, proficiency, and credential tracking;
  • Electronic tools that promote WorkSource services and customer feedback on
    office experiences and outcomes;
  • API capability to both export and import data to and from external database
  • Virtual solutions capabilities as an alternative to in-person office services; and
  • Employer and job seeker self-service options such as online training and
    appointment scheduling


Interested parties should provide responses to the questions in the "General Questions" section below. Please provide any feedback/comments that your company feels would enhance the proposed project.


  1. Describe your experience and success in providing case management tools for
    workforce development or workforce development-like operations including:
    1. Program/grant management
    2. Service delivery
    3. Contract management
    4. Caseload management tools, staff to-do lists
    5. Office management tools
    6. Performance tracking and management
    7. Case management functionality for employers
  2. Please provide a complete list and examples of current, available self-serve
    reports and dashboards. Also describe the process for adding additional reports
    or dashboards.
  3. Describe ad hoc functionality and tools.
  4. Describe the Participant Individual Record Layout (PIRL) process.
  5. Describe standard reports for reporting and compliance for federal, state and
    local programs.
  6. Describe your company's governance structure that enables software updates
    that reflect changes to federal or state programs.
  7. Describe outreach tools including automated customer surveys (for seekers and
    employers) and notification/reminder functionality.
  8. Describe your company's learning management systems (LMS) functionality
    and how it interfaces or is integrated with the case management system.
  9. Describe your system's security features.
  10. Describe your user authentication process.

Please provide Yes or No responses to questions 11-17

  1. Many offices are paperless. Does your system include an integrated document
    management system?
  2. Does your system have the capability for back-file conversion, the ability to
    scan and index historical documents, store them in a digital format, and group
    them by historical transaction?
  3. Does your system provide an incremental approach to the upgrade or
    replacement of the system?
  4. If major changes are necessary due to legislation, how are those changes
  5. Does your system have the ability to provide access to the application through
    APIs independent of the user interface?
  6. Describe your system's accessibility tools and features.


  1. Given the information you have about our requirements, are you able to provide
    a general estimated range for a 5-year and 10-year total cost of ownership of
    your system? If so, please complete the following:
    1. Initial cost? Cost of anticipated customization?
    2. Initial training cost?
    3. On-going license and maintenance costs?
    4. Other anticipated costs?


WWA reserves the right to request a demonstration from any or all vendors after RFI submittals and reviews. Demonstrations are not required to be in-person. They can be provided via a web conferencing tool such as Skype or WebEx. Demonstrations may be up to 2 hours long with 30 minutes for setup prior to the demonstration. Demonstration topics may include any or all of the following (the vendor can select order of demonstration):

  1. Seeker demographic entry;
  2. Employer demographic entry;
  3. Self-service registration for seekers and employers;
  4. Searching for seekers, employers, business, programs, contracts, etc.;
  5. Eligibility documentation and validation process;
  6. Enrollment process;
  7. Service Delivery;
  8. Case notes;
  9. Ticklers, reminders, follow-up tools;
  10. Referrals to programs and services;
  11. Program completion and closeout steps;
  12. Assessment administration and tracking;
  13. Imports/exports;
  14. Accounting/financial information;
  15. Self-service scheduling of workshops, training, individual meetings;
  16. Self-service sign-ins for meetings, use of public computers, facilities, kiosk
  17. Audit and monitoring tools, reports, snapshots;
  18. Data correction process;
  19. View in application (canned) reports;
  20. Demonstration of ad hoc reporting functionality;
  21. Demonstration and process map for reporting the DOL Participant Individual
    Record Layout (PIRL);
  22. Setup of programs, services, contracts, eligibility;
  23. Setup of new system users;
  24. Discussion of application, database and hosting security and audit steps to
    prove compliance;
  25. Accessibility features
  26. Other items for demonstration of anticipated interest.


Responses to this RFI should be submitted electronically (via email) to by Friday, January 17, 2020 no later than 5:00 pm


You must email WWA a Letter of Intent to participate in the RFI product demonstrations.
E-mail your Letter of Intent to the RFI Coordinator, Sandra Miller, at by Friday, January 10, 2020 no later than 5:00 pm

Answers to General Questions must be returned to WWA two (2) business day prior to
the product demonstrations.


Release of this RFI in no way obligates WWA to award a contract. Participation in this
RFI is not a condition of participation in a future RFP.



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