The supplier should be required to provide documentation to the agency that provides instructions on how to install, use and modify the software. The supplier should also be responsible for training the end-users in the use of the software. While negotiable, the following language is suggested as a beginning position:
"Supplier shall provide to agency documentation, such as a user's manual, that will provide information necessary to utilize the software. This manual shall include at minimum, a product overview and step-by-step procedures, which include any on-line help desk functions. The supplier shall agree to deliver sufficient copies and allow agency the freedom to use those copies as needed. The supplier warrants that the documentation is sufficient to allow appropriately skilled people to use, modify, and enhance the software. The supplier further agrees to provide documentation to agency for any third-party software that is embedded in the supplier's software or that supplier's software is dependent upon."
"The supplier must provide hands-on training at the agency's site and at the supplier's expense. Training materials should include features designed to train users for certain identified functionalities."
"The supplier shall notify the agency of, and allow the agency to participate in user groups, bulletin boards, and other on-line services."