Appendix C – Questionnaire
1. What’s the typical implementation cycle with integration/without integration? What is the
physical cycle?
There are two aspects to consider with regards to implementation – Hardware and Software.
Hardware components are typically finalized and ordered by our projection team at the onset of the
project. GlobalSim stocks many materials and components in-house, but there are some items that
will need to be ordered for each project. The typical production cycle is 3-4 months plus time
allotted for quality assurance and in-plant testing.
Software implementation can vary depending upon the customization requests. In many cases, our
standard software is sufficient and very few customizations are required. However, there are some
projects where a variety of software customizations are necessary, and the implementation will be
constrained by the speed of our software development team.
Testing is a critical aspect or our quality assurance and implementation. Once the hardware and
software items are received and finalized, GlobalSim will initiate a testing phase that culminates
with the In-Plant Acceptance Test (IPAT). A month is usually allotted for this period.
Altogether the production and implementation from project kick-off to the end of testing is about 6
months in the majority of cases.
Customizations requested by the customer will extend that schedule in accordance with the amount
of time those customizations take to implement.
2. How do you report implementation status updates on progress?
Our team has completed dozens of successful projects throughout the world with various ports and
training centers by carefully adhering to our project plan which requires close communication and
interaction with the customer.
GlobalSim begins each project with a kick-off meeting with the customer. On a weekly basis, our
project team will be in touch with PoF via phone and/or email. As necessary, in-depth reviews will
occur to discuss requirements, collect data, and perform design meetings.
A large reason for our history of successful implementation is the testing. GlobalSim conducts an InPlant Acceptance Test (IPAT) which is generally done with the customer present in our facility.
Tentative dates for In-Plant Acceptance Testing (IPAT) and installation are set at the beginning of the
project based on contractual requirements and availability dates for both the customer and
GlobalSim. That schedule is then followed, and status updates are provided during customer
interactions in each step. As the tentative date for the IPAT approaches, GlobalSim will work with
PoF to solidify plans that work for everyone’s schedules.
3. What do you need from client in terms of environment readiness? What is required for
connection to our environment?
GlobalSim simulators are designed to be installed in standard classrooms. The simulator materials
and components are designed to fit through standard size office doors and be assembled on
location. The system requires one electrical circuit with the following characteristics:
220 VAC, 40 amps, 50/60 Hz, Grounded single phase
The customer is required to bring these electrical hook-ups (including a transformer, if necessary, up
to the point of simulator connection). These requirements may change if premium options are
added to the baseline configuration. The customer is also required to install an HVAC unit in the
simulator facility (and equipment rooms, if separated) to maintain a constant 70º F (21 º Celsius)
ambient temperature.
4. Does the frequency of major release version change typically impact implementation with
re-work etc? Is there a cost for software releases and what is the affect to us?
Major releases usually do not have any impact on the system which would require rework. In rare
cases, a software update may exceed the processing power of a customer’s existing hardware. If the
system is under warranty (as is expected in the case of PoF) GlobalSim would upgrade the
computers without any additional cost to the customer to ensure the latest software update works
appropriately.
5. What's the change management process? If we require software updates/ changes what
is the affect to us?
The change management process begins with a customer request for an alteration or addition to the
system that is outside of the scope of the contract. The project manager will obtain the necessary
information to understand the request, provide estimates to the sales team, and the sales team will
issue a quotation to the customer for the required change. If the change results in a reduction in
costs, a quotation for a credit to the customer is offered.
Once the system is delivered, this process will remain the same. If there are changes or alterations
necessary, PoF can reach out to our customer support and/or sales team and GlobalSim will provide
a quotation.
6. Are there any third party components / dependencies? Do contractors/ suppliers have an
impact on us?
The simulator itself is a complex machine and does include a number of third-party components.
Howeer, the system is built with commercially available off-the-shelf (COTS) products and GlobalSim
stores many key components directly at our facility.
While (in theory) any product can be impacted by supply chain disruptions, GlobalSim deals directly
with vendors and suppliers to mitigate such risks. Our relationship with OEMS and suppliers goes
back (in some cases) over 20-years. Our production team is keenly aware of the supply chain and
issues which may have impact of the delivery schedule. Having delivered dozens of systems
throughout the world, we have not had an instance where a supply side issue has caused a major
disruption to a project. Particularly in a case where there is minor hardware customization (such as
with PoF) we envision a highly successful project and should any issues arise, they will be
communicated through our project manager.
7. Is there any 'open source' software used by the system?
GlobaSim uses widely adopted and industry accepted open source software when appropriate.
These open source software packages include Mongo DB, Minio, .NET core, Ubuntu, and Steam VR.
8. What is your quality plan? Is there a written standard of quality for software and
hardware?
GlobalSim has developed and maintains its own proprietary quality management plan which
involves vetting of suppliers, inspections of incoming components, verification of system
construction to contract specifications, and a thorough and rigorous testing process.
GlobalSim’s testing processes and procedures at the very core of our quality assurance program and
they are an integral part of our company culture. Our software team tests functionality and
attributes across the feature set. Hardware experts are deeply involved with integration. The
system is vetted by a trained technical engineer and the entire process is also evaluated by a
certified crane operator. In total, our testing processes take approximately a month before it
culminates with the official In-Plant Acceptance Test (I-PAT) which the customer attends.
9. What documentation do you deliver? How are the training documents formatted?
GlobalSim delivers a detailed electronic Operators Manual via PDF that includes the following:
- Quick Start Guide
- Crane Operation Guide
- Training Management System Guide
- Training Curriculum
- Diagnostics Guide
- Troubleshooting and Maintenance Guide
Upon delivery of the system at the customer site, physical manuals of the above will also be
delivered.
10. What data creation or management is required?
A user name and password are required for the instructor to run the system, and a user name for
each student is required for their activities to be recorded in the Student Database. User
information is all stored within a secure student database which also stores student data that can be
accessed for analysis and reporting.
11. Do you provide a project plan?
Yes, GlobalSim will provide a project plan with timescales from contract award to completion of the
delivery and installation of the simulator. GlobalSim assigns a project manager to manage all aspects
of the process.
12. What is the process for implementation acceptance and defining criteria?
Immediately after the contract signing a product manager is assigned to PoF. This project manager,
along with the business analyst from GlobalSim will identify all contractual requirements for the
system design and create a set of written acceptance procedures which correspond with contractual
requirements. A series of internal meeting are scheduled so that the project manager and business
analyst can communicate details of the project to the production team. GlobalSim considers clarity
paramount to the success of a project. If there are unknowns or criteria that is undefined, the
project manager and business analyst will communication directly with PoF to understand the issues
at hand.
13. Are there any requirements not covered in the contract which need to be agreed as part
of implementation?
While there are typically small items that arise during implementation (such as scheduling dates),
we believe the implementation of the system for PoF will be highly successful.
GlobalSim has an advantage in that we have installed similar systems across the globe to a variety of
different clients. We understand the normal challenges and issues that can arise during production
by the nature of having been through this process with many of clients with similar needs. Virtually
all of these projects have turned out to be highly successful. Our project team will be proactive in
providing information to PoF if questions arise. We can provide information to PoF about the
decisions and outcomes our other clients have faced when problems or questions arise.
14. Is there a demo version, screenshots, and use cases available to view prior to purchase?
Yes to all.
Demonstation: There are multiple destinations that would be willing to host representatives from
Felixstowe to show our simulators being used in a working environment. Possible locations include
OCHA (Antwerp, Belgium), GMP ( Le Havre, France), NYSA (Elizabeth, New Jersey), MEA (Montreal,
Canada), and Steamship Trade Association of Baltimore (Baltimore, Maryland). Based on the type of
system that Felixstowe desires, the best choice may be Baltimore, Maryland. GlobalSim can make
arrangements to any of these locations as desired. There and pros and cons to each location that
can be discussed. Another consideration to to visit our company headquarters in Salt Lake City, Utah
where we can provide you with a in-depth demonstration and discuss any questions directly with
our project managers and engineers. We will have a Full Mission system available as well as other
systems (VR) available for demonstrations during the months of July and August. Direct flights from
Heathrow to Salt Lake City are frequent.
Screen shots: Absolutely available upon request. Many screenshots are shown within our company
manual (provided). In addition, many screenshots can viewed online as we have many recent videos
available that showcase our simulators.
Use Cases: Available online we have more than five (5) customer testimonial videos that were all
shot on location. In each instant, our customer discusses how the simulators directly impact their
training. Each of these clients (along with at least 12 additional) can provide a detailed reference for
GlobalSim if contacted directly.
15. How do you describe the out of the box training scenarios - e.g. run book?
The training scenarios included with the system are lessons with designated objectives. The first
lesson is typically easy to complete and simple in nature. Each lesson gets progressively more
difficult. We provide the initial “out-of-the-box” scenarios to help training managers unfamiliar with
the system quickly learn the basics. However, our scenario editor is remarkably easy to use. In our
experience, we’ve found that new training managers, even with only a few hours experience on the
system, become very adept at creating their own unique scenarios and building curriculum on their
own without any assistance from GlobalSim. Many of our training managers have created dozens –
and in some cases hundreds of unique scenarios that are specific to the needs of their organization.
Shown below are “out-of-the-box” training exercises for STS crane.
16. Are these implemented per user role?
Users that are designated as admin or training manager have the ability to add, edit, and modify all
of the scenarios. The system allows for maximum flexibility in choosing any scenario for any given
student within the system.
17. Are there any interfaces required other than potentially for integration?
GlobalSim, provides a closed solution that does not require any interface with other systems.
18. What assumptions, policies and constraints are made? I.e. dexterity for the user
From a physical standpoint, GlobalSim estimates the system itself is designed to accommodate more
that 95% of crane operators. The simulator features a crane operators chair with controls that are
either exact or nearly exact in size and shape to the OEM equipment. Individuals that cannot
operate in the simulator due to physical constraints will almost certainly be unable to successfully
operate the real equipment.
To successfully operate the Instructor Station, a training manager will need to have basic computers
skills and aptitude in a Windows based environment – though nothing beyond a skill set that is
commonplace to much of the general population.
19. How is the system backed up? Who is responsible for the backup and how often?
The system has two types of backups. The first type is configuration and system set up. This backup
is made by GlobalSim each time an update to the system is made. The second type of backup is of
data used in and created from use of the system. This backup can run automatically upon a schedule
appropriate for the customers system use and can also be performed manually by the customer at
any time they choose. GlobalSim also captures this data during each annual preventive maintenance
visit. GlobalSim recommends that the scheduled backup run at least weekly, but more frequently if
the customer only retains the data on the system.
20. Has restore been tested? Is restore conducted by us or the vendor?
The original system image and configuration are installed on the system at the factory through a
cold start procedure. This procedure is the same as doing a system restore. In the event of a
subsequent computer failure, if the need is urgent, the customer would perform the restore with
support from GlobalSim. Alternatively, if GlobalSim is shipping a replacement computer from its
facility, GlobalSim will install the proper image on the computer prior to shipment.
21. Who is responsible for backup and restore?
Please see the answers to Questions 20 & 21.
22. Release management. Is the process for change or version upgrade documented? Are
release notes provided?
GlobalSim provides software updates somewhat frequently. These include product enhancements
and occasionally software patches and other updates. All software releases are documented and
disclosed to our customers. Typically, these updates occur in conjunction with a scheduled service
visit from our customer support team. Occasionally they may be provided remotely. Release notes
are always provided with a software release.
23. Are there any security requirements to operate the system? Personal data? How is it
kept/ recorded?
A username and password are required for the instructor to access the system. The only personal
information to be entered in the system is the first and last names of users (but a number or
nickname or code can be used in lieu of a first or last name). This information is stored in the
student database on the local server. Backups made by GlobalSim, as previously discussed, are
stored at GlobalSim’s facility to assist in customer support. All stored local. The system is not
connected to outside networks or the Internet accept in temporary cases to troubleshoot
information.
24. Are there any optional features how are these configured? Are there extra costs?
Yes.
There are multiple optional features with the simulators. These should all be disclosed within the
proposal that is submitted along with the tender. Optional features include such items as Virtual
Reality, customized controls, and customized world. Please refer to the proposal and pricing which
should provide further details. Many of the optional features can be purchased after delivery of the
system if desired.
25. Is the incident/case management process managed by remote support? How is the
support raised?
Yes, GlobalSim’s customer support team work all hours to provide effective first line support to all
customers around the world. GlobalSim’s service tech handles EU clients and is available to answer
questions during and outside UK hours. In addition, GlobalSim can contract local tech support who
can be trained to provide first line support.
If a customer has questions about the simulator or software, they call GlobalSim’s service technician
who is able to take the case, record it, and begin working on it.
26. Are there any non-functional requirements which need testing in the implementation?
GlobalSIm does not foresee any non-functional requirement which need testing. However, we
strongly encourage our clients to send a technical contingency to participate in the In-Plant
Acceptance Test.
27. Can you demonstrate how system aligns with GDPR data protection requirements?
GlobalSim systems only collect information for the student database. Under GDPR rules, an opt in
functionality is included on the sign in form when a new student is added to the system. GlobalSim
maintains consistent protection of consumer and personal data across EU nations. Some of the key
privacy and data protection GDPR processes include:
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Requiring the consent of subjects for data processing
Anonymizing collected data to protect privacy
Providing data breach notifications
Safely handling the transfer of data across borders.
28. What are the system issues? What do we need to know?
The most common issues with the system are computer and display failures (which commonly occur
with such technology). In order to provide minimal downtime in the event of such an issue,
GlobalSim provides a spare computer and a spare display with each system. GlobalSim will train the
customer’s personnel in replacing computers and displays so that a replacement can be made with
minimal downtime. GlobalSim technicians are also available remotely to assist in any necessary
recalibration or reconfiguration after such replacement is made.
29. Is there a 'day in the life' system process guide describing repeatable setup and shut down
tasks by role and how long these take? I.e. What man power/ hours would be required?
GlobalSim provides a quick start guide as part of the documentation packet (user manual) this is
supplied with the system. The quick start guide shows very specifically the setup and shut down
procedures. Typically, this process takes 2-3 minutes at the beginning and end of each day.
30. Is there an archiving facility as part of the system? What file format will the records of
training use?
All records of student training are stored in the student database on a local server. Reports on the
data can be exported in pdf format or even printed directly at the instructor station. The customer
can save any reports they wish. However, the actual records and data remain always accessible in
the student database. The only data that gets “archived” is video playback data which is quite
voluminous and undergoes an archival process on older data to preserve disk space.
31. Does the scoring record have the ability to give graphs/ tallies?
Yes. GlobalSim provides a range of reports and graphs that are built into the student database.
Charts and graphs can easily be viewed and printed on demand. During our product demonstration
we anticipate showing these reports and graphs to PoF in person.
32. Video – are recordings kept on a server with the simulator or on your own portal?
Video playback data for student exercises is stored in the local Student Database. It may also be
retained in backups made by GlobalSim as described earlier.