Public Sector

Type of training

Digital Learning Evaluation


The Requirement

With a network of hundreds of staff and thousands of volunteers, The Samaritans has a major training requirement. However, its Learning Management System was no longer reliable. The Head of L&D knew the core capabilities required, but wanted expert support for the procurement of a new solution that would meet staff and volunteer needs as well as integrating with the charity’s IT systems.

The Solution

We started a series of workshops with both staff and volunteers to understand what they wanted and needed from a new system. We then compiled into a list of realistic user requirements that would be incorporated into the tender process. These included a need for content to be accessible on any device so volunteers could view it on their PCs, tablets or smartphones.

Simultaneously, we worked with the project manager looking after the charity’s wider transformation activities to understand the integration challenge. We then translated into technical requirements.

With the scope defined, we then helped The Samaritans produce a comprehensive RFI that encompassed all of the technical and user requirements. We compiled a list of twelve LMS providers whose solutions appeared to meet these requirements; all were contacted for an RFI, and we worked with the procurement team to review this, reducing the shortlist down to four preferred suppliers.

We then helped develop the RFP documentation, which secured timely responses from the shortlisted suppliers. The final decision was left in the hands of The Samaritans team.

The Result

Thanks to our input, the procurement process was conducted far faster than if the charity had been working alone. We were able to cut through the supplier dialogue and explain to The Samaritans in in simple terms the capabilities of the different solutions available. The RFI and RFP, meanwhile, were written in language prospective suppliers recognised so ensured appropriate responses and realistic costs

About Ember Real Results

At Ember Real Results we are in the business of delivering lasting performance improvement through bespoke training and coaching. We design and deliver creative, award-winning solutions that generate measurable improvements. As part of the Ember Group we are immersed in contact centre expertise, and help our clients acquire the skills they need to grow – from agent performance to leadership and management solutions. We have over a decade of experience and ideas for you to tap into that guarantee Ember Real Results with your investment.