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Home My WebLink AboutBid Zip RFP #4548 Bid Zip RFP #4548/TabulationByVendor_RFP#4548.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Synergy International Systems, Inc. Page of 1 15 General Comments: Both the complete and redacted versions are attached to this response. General Attachments: Redacted_Synergy_International_Systems_RFP 4548_Electronic Case Management System.pdf Synergy_International_Systems_RFP 4548_Electronic Case Management System.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: CiviCentric Inc. Page of 2 15 General Comments: Thank you for your consideration. General Attachments: AccessE11 - Hawaii County RFP - final.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Matrix Pointe Software, L.L.C. Page of 3 15 General Comments: Thank you for the opportunity to bid on your proposal! General Attachments: Exceptions to Terms and Conditions.pdf Exceptions to Terms and Conditions_Redacted.pdf HI-Office of the Corporation Counsel Proposal.pdf HI-Office of the Corporation Counsel Proposal_Redacted.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: RTVision Page of 4 15 General Comments: General Attachments: County of Hawai`i RFI 4563, RTVision response.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Synaptec Software, Inc. Page of 5 15 General Comments: Attached is our response to the above RFP. Please call or email with any questions. General Attachments: LawBase resonse to RFP 4548.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: PS Technologies, Inc Page of 6 15 General Comments: Thank you for considering LegalServer! We're super excited to share more with you in a demo! General Attachments: RFP4548_LegalServer.Response.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Cerebra Consulting Page of 7 15 General Comments: General Attachments: Cerebra Consulting, Inc. Response - RFP4548 Electronic Case Management System, County of Hawaii Corporation Counsel.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Legal Files Software, Inc. Page of 8 15 General Comments: General Attachments: Legal Files Response to RFP 4548 for Hawaii County.pdf Legal Files Response to RFP 4548 for Hawaii County_Redacted.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: FedResults Inc. Page of 9 15 General Comments: General Attachments: Carahsoft Quote 44870641 County of Hawaii.pdf Hawaii Corporation Counsel Statement of Work.pdf Response for Hawaii Corporation Counsel.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: ECS Imaging, Inc. Page of 10 15 General Comments: General Attachments: RFP 4548 Electronic Case Management System.pdf RFP 4548 Electronic Case Management System Redacted.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Knovos llc Page of 11 15 General Comments: Knovos is much obliged to comply with the county requirement for an Electronic Case Management system. Awaiting for acknowledgment and further steps of evaluation. General Attachments: Knovos Response to County of Hawaii ECMS #4458.zip County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Tyler Technologies, Inc. Page of 12 15 General Comments: General Attachments: County of Hawaii RFP ERP PRO Court RFP from Tyler Technologies.pdf County of Hawaii RFP ERP PRO Court RFP from Tyler Technologies_Redacted.pdf Hawaii County, HI M-S Exceptions 032624 From Tyler Technologies.docx HI Certificate of Good Standing 2024-03-26.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: MERP Systems Page of 13 15 General Comments: General Attachments: MERP Systems Inc Response - State of Hawaii RFP4548-Electronic Case Management system.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Kaizen Project & Business Consultants Inc. Page of 14 15 General Comments: Kaizen Project and Business Consultants Inc. is the registered company on Public Purchase portal and authorized to resell for Freshworks. General Attachments: County of Hawaii - Case Management RFP .pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Aeon Nexus Corporation Page of 15 15 General Comments: Thank you for your consideration! Aeon Nexus is pleased to offer the County of Hawai'i a no-cost, no-obligation demonstration of our proposed JusticeNexus legal case management solution. General Attachments: Aeon Nexus Corporation Response - County of Hawai'i Electronic Case Management System.pdf Bid Zip RFP #4548/Aeon Nexus Corporation_485403/TabulationByVendor_RFP#4548_orgId_485403.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Aeon Nexus Corporation Page of 1 1 General Comments: Thank you for your consideration! Aeon Nexus is pleased to offer the County of Hawai'i a no-cost, no-obligation demonstration of our proposed JusticeNexus legal case management solution. General Attachments: Aeon Nexus Corporation Response - County of Hawai'i Electronic Case Management System.pdf Bid Zip RFP #4548/Aeon Nexus Corporation_485403/Aeon Nexus Corporation Response - County of Hawai'i Electronic Case Management System.pdf 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 1 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 2 Contents Letter of Transmittal ........................................................................ ............................................................. 3 Executive Summary ..................................................................................................................... .................. 4 Company Background ................................................................................................................................. 13 Experience and Organizational Capacity ................................................................................................ 13 Past Performance (References) ........................................ ...................................................................... 16 Technical Specifications and Functional Requirements......................................................................... ..... 17 Case Management .................................................................................................................................. 17 Document Management .................... ..................................................................................................... 17 Document Generation .......................................................................... .................................................. 18 Portals (External Website) ...................................................................................................................... 19 Workflows ............................................................................................................................................... 21 Identity Management .................. ........................................................................................................... 22 Security and Roles ..................................................................... .............................................................. 24 Search Capabilities ................................................................................................................. ................. 25 Advanced Analytics ................................................................................................................................. 26 Mobility ................................................................................................................................................... 27 Security and Encryption ....................... ................................................................................................... 28 Office 365/Microsoft/Azure Groups .............................................................. ......................................... 29 Autonomy ............................................................................................................................................... 29 Third Party Software ............................................................................................................................... 30 Implementation, Project Management, Training, and Ongoing Support ................................................... 31 Timeline......................................................................................................... .......................................... 32 Issue Resolution ...................................................................................................................................... 36 Qualifications of Key Personnel .............................................................................................................. 37 Acceptance Testing .............................. ................................................................................................... 53 Post Implementation Support Access ............................................................. ........................................ 54 System Reporting, Data Migration, and Integration ................................................................................... 56 Advanced Analytics ................................................................................................................................. 65 Migration.............................................. ................................................................................................... 66 Integration .................................................................................... .......................................................... 69 Cost Proposal ........................................................................................................................... ................... 72 Appendix A .................................................................................................................................................. 73 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 3 Letter of Transmittal April 3, 2024 Ms. Nicole Charon, Buyer I 25 Aupuni Street, Suite 2603 Hilo, HI 96720 Re: Response for County of Hawai’i, HI’s Request for Proposal to PROVIDE, MAINTAIN AND SUPPORT AN ELECTRONIC CASE MANAGEMENT SYSTEM FOR THE OFFICE OF THE CORPORATION COUNSEL, COUNTY OF HAWAI'I. Ms. Charon: This document serves to cover the transmittal of our response package to the County of Hawai’i, HI’s (the County’s) Request for Proposal (RFP) to PROVIDE, MAINTAIN AND SUPPORT AN ELECTRONIC CASE MANAGEMENT SYSTEM FOR THE OFFICE OF THE CORPORATION COUNSEL, COUNTY OF HAWAI'I. Aeon Nexus Corporation agrees to provide the software solution and related services as outlined in this RFP. We commit to the functionality, pricing, and schedule proposed in this response. Aeon Nexus confirms that the proposal shall remain valid for 120 days from the date of submission. Firm Name: Aeon Nexus Corporation Firm Address: 2121 Rosecrans Avenue, Suite 2390, El Segundo, CA 90245 Firm Telephone: 213.878.2999 Authorized Representative: Meghan Barkley, Chief Operating Officer Joint Firms/Subcontractors: No subcontractors or joint firms will be used by Aeon Nexus Corporation to provide the software solution and related services as outlined in this RFP response. Aeon Nexus is a certified Minority Owned Business Enterprise (MBE). Aeon Nexus Corporation confirms that it has read and agrees to comply with the requirements stated in this RFP, and that the contents of this proposal accurately describe the information technology solution and services offered in this RFP response. Finally, Aeon Nexus Corporation confirms Meghan Barkley, Chief Operating Officer of Aeon Nexus Corporation, is legally authorized to obligate our firm to provide the software and related services included in this response package. Sincerely, Meghan A. Barkley, Chief Operating Officer meghanbarkley@aeonnexus.com 213.878.2999 Aeon Nexus Corporation 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 4 Executive Summary Aeon Nexus Corporation is a Small Business Enterprise (SBE), a New York State-certified Minority-Owned Business Enterprise (MBE), and a General Services Administration (GSA) Multiple Award Schedule (MAS) holder experienced in providing public sector clients with enterprise legal case management solutions built on the Microsoft Power Platform and hosted securely for our clients in their Microsoft Azure Government Community Cloud (GCC) tenant. Aeon Nexus understands that the County seeks a qualified vendor partner to provide, maintain, and support a single, comprehensive electronic case management system for the Office of the Corporation Counsel, County of Hawai’i. We understand that the County seeks a modern legal case management system of record to intake, track, and administer legal cases that will increase productivity and efficiency through automation. We understand that the County seeks to improve the speed and quality of delivery service for its constituents, while limiting the need for County resources to maintain the solution. Aeon Nexus is a Justice and Public Safety (JPS) focused Microsoft Gold Partner which leverages the suite of tools available to provide our customers with robust solutions leveraging modern components of the Microsoft platform. With our depth of knowledge on the Power Platform, Office 365, and Azure Cloud Services, our team uses our Intellectual Property and expertise to provide customers like the County with cost effective solutions and licensing leveraging existing technology investments combined with best of breed integrations and tools to bring secure, flexible, and robust applications. This combination leverages the power of cloud to provide modern features and accessibility, while leveraging the power of Microsoft to maintain compliance, redundancy, and scalability. Aeon Nexus’ background in delivering JPS case management solutions provides critical understanding of the complexities of legal case management, from intake and processing of various case types through disposition; our proposed JusticeNexus legal case and document management system enables secure collaboration between various parties and organizations, including configuration to match existing County processes and unique terminology, utilizing automated workflows to eliminate manual processes and increase productivity. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 5 The JusticeNexus legal case and document management solution is a highly configurable Commercial Off the Shelf (COTS) enterprise legal case management application built on the Microsoft Power Platform and hosted securely in our clients’ Microsoft Government Community Cloud (GCC) tenant. As proposed, our JusticeNexus solution is hosted in the County’s Microsoft’s Azure GCC tenant, supporting System and Organizational Controls (SOC) I, SOC II, and SOC III reports, International Organization for Standardization (ISO) 27001, Federal Risk and Authorization Management Program (FedRAMP), Health Insurance Portability and Accountability Act (HIPAA), Health Information Technology for Economic and Clinical Health (HITECH), Payment Card Industry Data Security Standard (PCI DSS), Criminal Justice Information Services (CJIS) compliance, and the General Data Protection Regulation (GDPR). A full list of audit reports, certifications, and resources are available from Microsoft, here: https://servicetrust.microsoft.com/ Aeon Nexus has responded to this solicitation with the JusticeNexus Legal Case and Document Management Solution in a Software-as-a-Solution (SaaS) model, hosted in the County’s own Microsoft GCC tenant. This approach ensures County data is stored in the County’s secure Microsoft GCC tenant, complying with CJIS requirements, and ensuring that all users are assigned security roles to enforce RoleBased Access Control (RBAC) to sensitive data while supporting collaboration, as each County attorney and licensed user has their own “workspace” within the larger JusticeNexus solution. JusticeNexus is a responsively designed operating system and browser-agnostic web-based solution that includes automated workflows and document management capabilities designed specifically for legal case and document management. JusticeNexus has been in production supporting prominent public sector clients of similar size and complexity as the County since 2017. As a Microsoft Power Platform-based solution, there is no need for traditional upgrades to software, as our GCC-hosted solution that we are proposing to the County is always the “latest and greatest” version of the Power Platform. Microsoft is continually enhancing the Power Platform, the framework underneath JusticeNexus. Updates to the underlying Power Platform require no interaction from the County as they remain “backward compatible”, allowing application features, functions, and configurations to remain 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 6 after the update. Customers of JusticeNexus may test new capabilities as part of the updates. To avoid risk, the County can validate major updates in a sandbox environment before an update’s official release. The JusticeNexus solution is cloud-based and scalable in realtime, providing entities of all sizes, a fast, flexible, and affordable solution, arming County staff and other interested parties with accurate real-time information. Using a pay-as-yougo model, the County will only pay for the compute power and storage that it consumes. With JusticeNexus, the County can provide reliable services for its staff and constituents faster and more costeffectively without concern for traffic spikes, down-time or adding hardware. Our system allows the County to empower system users to be more proactive while gaining uptime, visibility, and accountability. Cloud software architectures are designed from the ground up for maximum network performance, so they frequently deliver better application-level availability than conventional, on-premises solutions. Microsoft’s expansive cloud is comprised of an extensive network of datacenters dispersed geographically across the United States to provide top tier geo-redundancy and availability. Our solution provides a High Availability (HA) instance of JusticeNexus, installed in multiple geographically disparate regions in the continental US with one primary (active) region and another secondary (standby) region. During normal operations, network traffic is routed to the primary region, and if the primary region becomes unavailable, traffic is routed to the secondary region, guaranteeing 99.9% uptime. Aeon Nexus will configure the JusticeNexus solution to meet the specific requirements of the County. Further, we will provide training to County system administrators and Subject Matter Experts (SMEs) to further configure the solution to meet changing business needs without the need for future IT nor vendor reliance. The County may create and change automations, workflows, business logic, processes, security roles, fields, forms, or any other aspect of the JusticeNexus solution after delivery. In addition to maintenance and support, Aeon Nexus is available to work with the County to enhance the County’s JusticeNexus implementation or to create new functionality on a project basis, post-implementation. While our goal is to provide the County with the knowledge and autonomy necessary to be self-sufficient post implementation, as Power Platform experts, Aeon Nexus is positioned to accelerate development for the County by assisting them in delivering new functionality and enhancements to the core JusticeNexus solution. Microsoft has an active and engaged Power Platform community of citizen developers and professional IT experts that utilize the Power Platform worldwide to perform a myriad of enterprise functions across multiple verticals. Microsoft supports over 40,000 individual public sector clients in the GCC 24/7/365. Microsoft solicits ideas from its customers to inform its strategic roadmap and offers the ability to vote 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 7 on ideas as well, which are added to Microsoft’s backlog. Customers can influence the development roadmap using online tools. Licensing includes instantiation of the County’s GCC tenant and all hosting and access to these powerful tools, including JusticeNexus. The County can leverage its existing Microsoft Enterprise Agreement (EA) to purchase licenses at discounted prices and may take advantage of value-added offerings included with its EA (Microsoft training, premiere support, etc.). Existing Microsoft licenses and storage that is already allocated to County users may be consolidated to lower Total Cost of Ownership (TCO) of JusticeNexus. With a GCC-hosted solution, the County will experience virtually no limitations on data upload, storage, nor processing. JusticeNexus is a browser agnostic, web-based application that uses multi-tier architecture to enable the platform to extend and scale. Public sector entities like the County can take advantage of the instant scalability and guaranteed uptime of the GCC’s hyper-scale cloud service. The County can choose to scale its Azure-hosted solution manually, or it can rely on Azure Autoscale. As a solution hosted in the GCC, backups happen continuously. GCC automatically allocates and manages backup storage, using a pay-as-you-go model. The County will only pay for the storage that it consumes. This hosting model supports georedundant storage (GRS), replicating the County’s data to a secondary region hundreds of miles away from the primary location of the source data, providing a high level of durability for the County’s data if there is a regional outage. Manual backups and restores can easily be performed through web-based administration. The GCC provides a HA instance of JusticeNexus, installed in multiple regions with one primary (active) region and another secondary (standby) region. During normal operations, network traffic is routed to the primary region, and if the primary region becomes unavailable, traffic is routed to the secondary region, guaranteeing 99.9% uptime. GCC data centers exist in only continental United States of America locations. Traditional Disaster Recovery (DR) and Business Continuity (BC) concerns are outsourced to Microsoft, providing virtually 24/7/365 uptime without tasking internal IT resources with maintenance duties. For production environments, a replica of the different storage services is established in the secondary region for each environment at the time of deployment. These replicas are referred to as geo-secondary replicas. The geo-secondary replicas are kept synchronized with the primary environment through continuous data replication. There is a small replication latency, or lag—typically less than a few minutes— between the primary data sources and their corresponding geo-secondary replicas. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 8 As seen in the preceding diagram, like data storage services, compute infrastructure is also provisioned in both regions in such a way that it can handle the traffic volume in case of an environment or region-level failover. As a cloud-hosted solution, the County benefits from outsourcing hosting to a world-class environment like the Microsoft GCC. With features like continuous backup, automatic failover, and the ability to immediately scale up and down to provide the best end-user experience, our GCC-hosted solution offers the County the ability to host JusticeNexus without concern for hardware, load balancing, security patches, etc. Pricing for Microsoft licensing is available through the County’s Microsoft reseller and will leverage the County’s EA for the best pricing available. Microsoft offers web-based controls for the County to manage and audit its Azure tenant. Access to Azure resources is controlled using RBAC administered through the Azure portal. As a Microsoft GCC-hosted solution, JusticeNexus meets or exceeds all city, state, and federal requirements for security and confidentiality. Fully hardened and redundant The CJIS Security Policy defines 13 areas that private contractors such as cloud service providers must evaluate to determine if their use of cloud services can be consistent with CJIS requirements. These areas correspond closely to National Information Standards in Technology (NIST) 800-53, which is also the basis for the FedRAMP, a program under which Microsoft has been certified for its GCC offerings. Microsoft signs the CJIS Security Addendum in states with CJIS Information Agreements. These tell state law enforcement authorities responsible for compliance with CJIS Security Policy how Microsoft's cloud security controls help protect the full lifecycle of data and ensure appropriate background screening of operating personnel with access to CJI. Microsoft continues to work with state governments to enter CJIS Information Agreements. Microsoft has assessed the operational policies and procedures of Microsoft Azure Government, Microsoft Office 365 US Government, and Microsoft Dynamics 365 US Government, and will attest to their ability in the applicable services agreements to meet FBI requirements for the use of in-scope services. Aeon Nexus has provided multiple CJIS-compliant interfaces for various public entities that use this same solution that we are proposing for the County. Aeon Nexus can provide CJIS-compliant interfaces with the County’s internal and external data trading partners, using CJIS-defined encryption standards. These integrations employ a minimum of 128-bit encryption as required to be CJIS-compliant. Keys used to decrypt data are adequately complex, at least 10 characters long, and a mix of upper- and lower-case letters, numbers, and special characters. With Aeon Nexus’ JusticeNexus solution hosted in the County’s GCC tenant, the County will maintain ownership and control over all data stored in JusticeNexus. The County can access and extract their data at any time, for any reason, without the need to notify or involve Aeon Nexus nor Microsoft. If the County ever ends the hosting contract, all data will be kept for 90 days, allowing the County to export it all. After 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 9 that period expires, Microsoft will delete the County’s data according to NIST standards, including any cached or backup copies. The County’s data will be stored in a dedicated environment, and not comingled with other Microsoft client data. Unlike other proposals, in this model, County data is not colocated with other customer data nor only available in proprietary formats, that can cause significant challenges and costs to end other software relationship and exporting data/ migrating to another platform. JusticeNexus leverages the Microsoft Dataverse (formerly Common Data Service, or CDS) for data storage including electronic case data, notes, and information stored in tables, and SharePoint for file storage (documents, images, audio and video files and other digital assets associated with electronic records). JusticeNexus offers document storage, administration, preservation hold, and eDiscovery functionality, using SharePoint document storage, made available via a public portal for unlicensed users. Our solution provides a customizable pick list for logging events and statuses in a case record (e.g., discovery requested, or discovery received), including options to upload documents with logging activity, organized and stored in a securitized SharePoint repository associated with each matter, case, investigation, incident, contact, etc. JusticeNexus provides County attorneys and support staff, partners, and clients the capability to provide fully CJIS-compliant support of incidents, investigations, cases, matters, contacts, and related information through the following capabilities: • Case, mater, and inves�ga�on assignment and management, work requests, tasks, case events, and related document and digital asset management. • Collabora�on across teams and business units, stakeholders, staﬀ, partners, clients, and the public. • Managed partner access internally and externally via portals. • Scheduling, task tracking, and na�ve Outlook and Exchange calendar integra�on. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 10 • Conﬁgurable business process ﬂows, and complex, nested, and dependency-based triggered workﬂows. • Document genera�on supports Oﬃce 365 and standard ﬁle types. • Microso� Outlook/Exchange email integra�on for calendaring, template-based no�ﬁca�ons, and alerts. • Conﬁgurable system and user-level dashboards and custom repor�ng. • Mobility – mobile browser or mobile app access on PC/Mac/iOS/Android/Chrome • RBAC, conﬁgurable security, and integrated internal/external iden�ty management with exis�ng Azure Ac�ve Directory (AD) and Mul�-Factor Authen�ca�on (MFA) rules to support CJIS requirements. • Powerful Search – Conﬁgurable View crea�on for properly permissioned County users to have ‘My Views’ with fuzzy logic searching and duplicate detec�on to minimize data errors that can be saved and shared with others based on RBAC – results are “security trimmed”. • Secure SharePoint document repository for each contact, case, piece of evidence, mater, etc. can search within documents. • Op�cal Character Recogni�on (OCR) integra�on for scanned/printed documents with third party Encodian Indxr OCR technology allows searchable documents to also be indexed. • Bates stamping with third party Encodian Flowr. • “Low code/no code” integra�ons to other cloud solu�ons and pla�orms, applica�on programming interfaces (APIs), on-premises data, and Service Oriented Architectures (SOAs) via Enterprise Service Bus (ESB). • eFiling capability. • Data exchange with data marts, warehouses, repositories. • Na�ve Oﬃce 365 integra�on for user-friendly training and familiar user experiences through Microso� Uniﬁed Interface. • Georedundant backup, DR and support backed by Microso�. • Security compliance including FedRAMP Medium, High and DoD compliance cer�ﬁca�ons, CJIS state-level agreements, the ability to issue HIPAA Business Associate Agreements, and support for IRS 1075. JusticeNexus integrates with Microsoft SharePoint to provide document and digital asset generation and management capabilities, as well as secure evidence storage and chain of custody tracking. Our integration with SharePoint provides a securitized repository for each case, capable of storing an 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 11 unlimited number of files related to the case. SharePoint can store any type of file including .docx, .mp4, .mov and .wav video and audio files; each individual file has a 250 gigabyte (GB) file size limitation. These document repositories can be exposed externally to share information, and to securitize and store documents received from sources external to the County. As a premier integrator of enterprise solutions, we pride ourselves on meeting our clients’ most challenging business needs by implementing cost effective highly configurable COTS solutions that are specifically configured to meet the requirements of our clients. Our Microsoft Power Platform-based solution provides an ideal framework for legal case and document management, as it includes:  A ready-to-use, normalized data structure for transaction management;  A role-based security model;  A secure portal to extend the solution to non-licensed external users;  A familiar, responsively designed web-based user interface of views and forms;  Native mobile apps for Android, Windows and iOS;  A tool for uploading individual and multiple records to the solution;  Audit tracking; and  Web services to extend the solution and integrate with external data sources and systems. JusticeNexus offers a Single Sign On (SSO) experience, providing familiar Microsoft-based screens and simple to use mobile interfaces on smartphones, tablets, laptops, and desktop computers. Leveraging Microsoft’s Unified Interface, County users will have the same familiar Microsoft-based user interface 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 12 experience across devices, when accessing JusticeNexus from a device with a different physical form factor. JusticeNexus is a proven solution, having successfully supported similar clients for the past seven years. Our staff of Microsoft Power Platform-certified professionals have JPS domain expertise and a deep understanding of the configuration capabilities and extensibility of our solution to meet the specific needs of the County and our clients. Our extensive experience with both the private and public sectors provides us with a unique perspective for translating best practices, regardless of their origin, so that they can be incorporated and successful under the realities, opportunities, and constraints of the government environment. Having successfully delivered assignments at all levels of government including federal, state, and local, we can scale and drive success for public sector clients of all sizes. We are confident we can exceed the expectations of the County and deliver an end-to-end solution that provides precisely the type of enhanced functionality and efficient automation that the County desires. Our proposed JusticeNexus solution is always on: a purpose-built, Microsoft GCC-based, secure, modern and extensible solution, provided and supported by legal case management SMEs, that will allow County staff to spend more time performing the important work of expanding its role in justice, and less time pushing paper. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 13 Company Background Experience and Organizational Capacity Company Name: Aeon Nexus Corporation Business Addresses and Telephone: NY Headquarters: 138 State Street Albany, NY 12207 518.881.4100 CA Offices: 2121 Rosecrans Avenue Suite 2390 El Segundo, CA 90245 213.866.AEON Web sit e: https://www.aeonnexus.com Aeon Nexus Corporation has vast experience in developing enterprise case and document management solutions for public sector customers needing complex legal and document management on a secure cloud hosted platform such as Microsoft’s GCC. Originally headquartered in Washington, D.C., Aeon Nexus Corporation has expanded with headquarters in Albany, NY and offices in the greater Los Angeles, CA area, currently employing a staff of 30, with resources working nationally to support projects from coast to coast. Aeon Nexus Corporation is a privately held S corporation, 100% owned by Omar Usmani, Chief Executive Officer. Aeon Nexus is a Microsoft Gold Partner and a Microsoft President’s Club for Microsoft Dynamics member; this recognition honors high-performing Microsoft partners, representing the top five percent of Microsoft Dynamics partners worldwide. Membership is granted based on continual and committed efforts aimed at offering solutions that meet the needs of our customers. Aeon Nexus is formally part of Microsoft’s Partner Program under its National Solutions Integrator (NSI) business segment. As a managed partner, Microsoft commits management resources, training, and capital to support our partnership. Additionally, we are part of Microsoft’s Supplier Diversity Program. Our expertise in management consulting, information technology implementation and case management has made Aeon Nexus an asset to our clients in the federal and state government sectors since our incorporation in the State of Virginia in the year 2000. Aeon Nexus Corporation has been providing case management solutions since our inception in 2000, leading the way with the Cash Management Improvement Act System (CMIA) for the United States (US) Treasury Department and all 50 states, and developing our case management solutions into the legal case management system, JusticeNexus. Aeon Nexus performed our first implementation of our flagship legal case management solution, JusticeNexus, 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 14 in 2016 for the County of Riverside, CA District Attorney’s Office, supporting over 700 attorneys and 200 support staff. Riverside County is the 4th most populous county in California and 11th most in the United States. Aeon Nexus is currently providing JusticeNexus to public sector JPS clients across the nation including Attorney General’s Offices, State’s Attorney’s Offices, County Public Defenders, and city law departments. Aeon Nexus does not rely on subcontractors to deliver our solutions; our Microsoft-certified staff leverage their subject matter expertise in both legal case management, and the Microsoft Power Platform and related tools to provide fully configured legal case and document management solutions. Aeon Nexus clients include: The Riverside County, CA District Attorney’s Office The State of Minnesota Attorney General’s Office The Los Angeles Police Department The California Highway Police The City of Seattle, WA City Attorney’s Office The City of Los Angeles, CA City Attorney’s Office The County of Pinal, AZ Public Defender’s Office The County of Fresno Public Defender’s Office The Cook County, IL State’s Attorney’s Office The Pima County, AZ Public Defense Services Office The Maricopa County, AZ Public Defense Services Office The Maricopa County, AZ Sheriff’s Office Aeon Nexus Corporation has built the JusticeNexus solution using best-in-class government accredited secure and CJIS-compliant software in a hosted government cloud environment that leverages the power of federal, state, and local government experience, in addition to Department of Defense and military security controls to ensure true hardened and redundant secure cloud hosting for the County. Aeon Nexus is differentiated from both our colleagues and our competitors in the following ways: Staff is US-Based All Aeon Nexus staff are 100% based in the continental US, preserving CJIS compliance in the fact that all management, development, support, and training resources are based domestically. Our competitors utilize resources outside of the US, raising concerns regarding the protection of sensitive data and the potential violation of privacy laws and security certifications. No Contractors All Aeon Nexus staff are W2 salaried, security-cleared full-time employees, authorized to work and pay taxes in the US. By mission and following best practice, Aeon Nexus will never use independent contractors posing as employees. Our competitors use both 1099 independent contractors and subcontractors to perform services that do not guarantee the consistency of the quality of work from project to project. Our experience is our own 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 15 The experience Aeon Nexus uses as references and qualifications is based on the paid work product of Aeon Nexus. Aeon Nexus does not use the qualifications and references of our partners or subcontractors to pursue or obtain work. Some of our competitors depend on the qualifications and references of partners and subcontractors to meet the minimum qualifications of solicitation responses. CJIS Compliant Aeon Nexus strictly adheres to security and development best practices for CJIS compliance using the Microsoft Azure Government Community Cloud (GCC) for development and production environments to support JusticeNexus. Only US federal, state, local, and tribal governments and their partners have access to this dedicated environment with operations controlled by screened US citizens. JusticeNexus on the Microsoft Power Platform and hosted in the GCC has features designed to support customers’ CJIS policy requirements for law enforcement agencies. Our competitors either do not have or do not support CJIS compliance with their own systems and rely on customers to obtain their own CJIS compliance and certification. Data is owned by and available to the County With Aeon Nexus’ JusticeNexus solution on the Microsoft Power Platform, the County will maintain ownership and control over all data stored in our solution(s) on the Microsoft Government Cloud. The County can access and extract their data at any time, for any reason, without the need to notify or involve Aeon Nexus nor Microsoft. If the County ever ends the hosting contract with Microsoft, all data will be kept for 90 days, allow the County to export it all using standard tools and formats. After that period expires, Microsoft will delete your data according to NIST standards, including any cached or backup copies. With our competitors, data is sometimes co-located with other customer data, and there can be significant challenges and costs to ending other software relationships and exporting data/ migrating to another platform. Microsoft has an active and engaged Power Platform community of citizen developers and professional IT experts that utilize the Power Platform worldwide to perform a myriad of enterprise functions across multiple verticals. Microsoft supports over 40,000 individual public sector clients in the GCC 24/7/365. With a Power Platform-hosted solution, the County may leverage Aeon Nexus for support, and the County can choose to support the solution using local Microsoft-certified resources, while leveraging internal County resources with technical acumen to enhance JusticeNexus as new platform features become available, or requirements change. Microsoft delivers two major release waves with new capabilities and functions every year, centered around the months of April and October. These updates are backward compatible, so apps like JusticeNexus and configurations that rely on the Power Platform will continue to work post-update. In addition to the two major updates, Microsoft continually deploys regular performance and reliability improvement updates throughout the year. Aeon Nexus suggests the County follow best practices by planning to test these releases in a test environment prior to upgrading its production environment. While Aeon Nexus technical resources are available to assist in the upgrade process, the County will require its resources to administer its own GCC tenant and to install regular framework releases for acceptance testing. We anticipate the need for a System Administrator as well as a “super-user” Subject Matter 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 16 Experts (SMEs) to install and test these upgrades, respectively. Along with Microsoft updates to the underlying Power Platform, Aeon Nexus provides bi-annual updates to the base JusticeNexus solution. Past Performance (References) Aeon Nexus enjoys a 100% customer retention rate. We have no clients that have terminated services, nor do we have clients that have terminated work mid-project. Aeon Nexus has had no contracts that were terminated before completion, no pending lawsuits nor legal action within the last twenty-four years. Below, please find select references for Aeon Nexus Corporation: Reference 1 Detail Organization Name: Cook County, IL State’s Attorney’s Office Contact Name/Title Telephone No.: Matthew Saniie, Chief Data & Technology Officer (312) 603-1895 Email: matthew.saniie@cookcountyil.gov Address: 69 W Washington Street, Chicago, IL 60602 Services Provided: Legal Case Management Solution for Cook County, IL State’s Attorney’s Office: Complete end-to-end legal case management solution for the entire State’s Attorney’s Office in Cook County, Illinois supporting 1,000 system users. Phase 1 for Juvenile Justice Bureau Go-Live scheduled for May 2024; Adult Criminal Bureau scheduled Kickoff May 2024. Dates of Service September 2022-Present Reference 2 Detail Organization Name:   State of Minnesota Attorney General’s Office  Contact Name/Title  Telephone No.:  Eric Kolbeck, Assistant Attorney General  (651) 757- 1011  Email:  eric.kolbeck@ag.state.mn.us  Address:  445 Minnesota Street, St. Paul, MN 55101  Services Provided:  Legal Case Management Solution for State of Minnesota Attorney General’s Office: Complete end-to-end legal case management solution for the entire MN Attorney General’s Office, including complaint management and charity registration and administration.    Dates of Service:  January 2023 - Current  Reference 3 Detail Organization Name: Pinal County, AZ Public Defense Services Office Contact Name/Title Telephone No.: Paul Lovelis, Administrative Manager (520) 909-4563 Email: paul.lovelis@pinal.gov Address: 400 S Central Avenue, Florence, AZ 85132 Services Provided: Legal Case Management Solution for Riverside County DA’s office: Complete end-to-end legal case management solution for the entire Public Defense Services Office in Pinal County, Arizona.   Dates of Service April 2021 - Current 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 17 Technical Specifications and Functional Requirements Case Management JusticeNexus relies on role-based security, ensuring that only those with proper permissions have access to relevant data to support case management activities. Automated workflows ensure that standards and requirements are adhered to, and documentation is uniform and standardized as cases quickly move through the County’s processes, increasing efficiency by automatically triggering notifications, tasks or scheduling based on County -defined criteria. JusticeNexus can reduce data entry errors as it offers configurable duplicate detection functionality. This functionality detects potential duplicates upon data entry and asks the County user to manage the duplicate as they see fit. Further, our solution understands data types and disallows incorrect data types from being saved to a record. JusticeNexus uses a normalized, relational, Open Database Connectivity (ODBC)-compliant SQL database. Normalized, rationalized data is stored in separate tables, related by keys, enabling the storage of data only once in a single location, eliminating duplicate primary data storage and redundancy, while ensuring accuracy. Document Management JusticeNexus integrates with Microsoft SharePoint Online to provide document and digital asset generation, management, and retention capabilities associated with case records. Native integration with SharePoint provides a securitized repository for each case, capable of storing an unlimited number of files related to each case. SharePoint can store any type of file including photos, .docx, .mp4, .mov and .wav video and audio files; each individual file has a 250 gigabyte (GB) file size limitation. These document repositories can be exposed externally via the JusticeNexus portal to support compliant discovery processes and information sharing with parties external to the County. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 18 SharePoint is integrated directly in the JusticeNexus interface to provide: • Document upload and download capabilities including drag-and-drop, audio, video, document, and photographic asset storage. • Document creation and editing using Microsoft Office applications auto-reconciliation of changes allowing multiple County users to edit the same document simultaneously. • Classification and typing of documents and other digital assets (e.g., COMPLAINT, BRIEF, CONFLICT LETTER, EVIDENCE, DISCOVERY, MOTION, etc.). • Version control tracks all changes to each file. • Metadata is stored and displayed including access permissions, and file statistics. • Properly permissioned users can search by name and can search for words within a document. • The County can create retention policies and configure specific documents to adhere to those policies, including the ability to define specific retention per document type. Document Generation JusticeNexus offers the ability to automatically generate template-based Microsoft Office documents using either online or locally installed Office tools. These documents can be saved in Portable Document Format (PDF) format. Through a combination of County-defined business rules, workflow automation and templates, the JusticeNexus solution will be configured to automatically produce any multi-page document that the County desires, including conflict letters, subpoenas, motions, batch documents and reports, automatically populated with data stored in the JusticeNexus solution. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 19 These documents can automatically be stored in the case’s secure SharePoint repository, while sending template-based emails to case parties with links to securely retrieve copies. In this way, CJIS compliance is maintained, and all access to County assets is documented in JusticeNexus’ audit trail. Document generation can be triggered by County-defined business rules, including triggers like changes to field values, case status changes or calendar entries, and can include any data stored within the solution, including case numbers, client information, assigned attorney name(s), judicial officers, or any other data. Documents can be assigned a document type consistent with the County’s current legacy case management system. Portals (External Website) JusticeNexus offers a public portal to provide access to case data to unlicensed users external to the County, including the ability to upload documents and notes for external users, clients, client representatives and the public. The entire JusticeNexus solution, including the portal, is accessible via any modern browser, including Chrome, Edge, Safari, Firefox, and other mobile versions. Access and update/read-only and upload/download functionality are determined based on RBAC. The external JusticeNexus portal can include support for an unlimited number of roles, including law enforcement and investigative agencies, victims, witnesses, community-based organizations, and program participants. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 20 Should a direct interface not exist for certain data trading partners, the County can define web roles to allow those actors to generate new or update existing records via the JusticeNexus portal. Discovery information can be easily uploaded or downloaded by properly permissioned external users via the JusticeNexus portal. Using configurable web roles, access to specific case data and functionality can be defined and controlled using County business rules. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 21 Workflows JusticeNexus contains a robust workflow solution to define and ensure adherence to business rules. Workflows can be simple, complex, or nested and can be run manually or automatically when a set of criteria is met or not met, or a County-defined trigger is activated. Properly permissioned County users can specify multiple triggers to initiate a workflow, such as: • Changes to values in the case record, • Field updates, • Speciﬁc value(s) saved to speciﬁc ﬁeld(s), • Preset condi�ons, or • Dynamic condi�ons. County users can configure triggers and workflows to be multi-pronged and based on data combinations, activities, or external data. Properly permissioned County users can modify, add, and delete workflows as business needs change. For example, once a case completes intake in JusticeNexus, a series of automated workflows can begin. Workflows may address things as simple as case assignment (for example, once a case intake is complete and the case has been identified as “drug-related”, the case can automatically be routed to the attorney team responsible for drug-related offenses) or as complex as notifying all case attorneys when a case is flagged as a “Brady Officer” case (full case conflict management is part of JusticeNexus, ensuring that all statutory requirements are met through system automation). JusticeNexus will perform field validation on any data entered, regardless of intake channel, and any data stored within our proposed solution can be included in queries and reports. JusticeNexus leverages workflow capabilities to schedule, automate, and orchestrate tasks, business processes, and workflows when they need to integrate apps, data, systems, and services across enterprises and between organizations. The Azure Logic Apps cloud service simplifies how organizations 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 22 design and build scalable solutions for app integration, data integration, system integration, enterprise application integration (EAI), and business-to-business (B2B) communication, whether in the cloud, on premises, or both. Below are a few example workloads that can be automated using workflow: • Process and route informa�on across on-premises systems and cloud services, • Send email no�ﬁca�ons with Oﬃce 365 when events happen in various systems, apps, and services, • Move uploaded ﬁles from an sFTP or FTP server to Azure Storage, and • Monitor data for a speciﬁc subject, analyze the sen�ment, and create alerts or tasks for items that need review. JusticeNexus employs powerful, in-built workflow and automation capabilities that are configurable by system administrators through a point-and-click interface. Workflows can be nested, multi-pronged, and dependency based to define and ensure adherence to business rules. Workflows can be simple or complex and can be run manually or automatically when a set of criteria is met or not met, or a County-defined trigger is activated. Identity Management JusticeNexus relies on integration with Microsoft Azure AD for identity and access management (IAM) to support SSO to identify and authenticate users to the system. This model supports AD synchronization for 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 23 on premises AD connected to Azure AD, leveraging the County’s investments in Azure AD for access and control. Existing conditional access workflows will be respected by the Power Apps environment, along with existing users, groups, guests, B2B and B2C instances. This can trigger MFA requests based on County-designed security controls. Leveraging Azure AD allows for Conditional Access controls to leverage new or existing policies that target specific use cases within the County’s environment without affecting all users. Some scenarios might include: • Location based MFA • Resource access from an unmanaged or shared device • Access to sensitive information from an external network • High impact users • Defining token timeout values • External partner access 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 24 Security and Roles In coordination with a user’s identity, JusticeNexus uses organizational security, roles, and record “ownership” to provide robust, flexible, and configurable security, employing Principle of Least Privilege (PoLP). A security role defines how different users, such as prosecutors, control/access/edit records within JusticeNexus. To control access to data, County system administrators can create or modify existing security roles and configure which security roles are assigned to each user. Each user can have multiple security roles with overlapping permissions based on their responsibilities within the County. Organizational Units drive the role-based security in coordination with the roles assigned. Business units and Teams can be synced to existing Azure AD groups to leverage existing structure, created independently, or both. These org units allow for separation of access to cases and records that waterfalls down in permissions to access, as well as views, dashboards, and documents. Aeon Nexus typically does an in-depth review of the security requirements with our customers to configure based on specific needs. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 25 Search Capabilities JusticeNexus includes powerful search capabilities. Data, documents, and records associated with each case can be searched for by keywords, name, characters, or by using Boolean and fuzzy logic. JusticeNexus includes an “Advanced Filters” feature that allows users to create queries, save them, and share them as views with other County users to increase cross-team collaboration. Users can easily create complex reports and queries to be printed, exported, or shared with others using the Advanced Filters feature. This feature allows properly permissioned County users to create queries that can be run, saved, and shared as views with other users for cross-team collaboration. This tool allows users to execute ad hoc queries against the database and return the applicable columns in a grid format. Related entities may also be included in queries as well as AND / OR clauses and grouping. Users can utilize this tool to create views of data that meet certain criteria and save those views for personal use and to share with others. Results are security trimmed and based on role. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 26 The solution offers the ability for County users to perform searches and queries against all records in the solution; results are security trimmed and based on user and role-based access rights. Sensitive case information, people records related to confidential cases, and any other information housed within JusticeNexus can be designated as confidential, discoverable, or non-discoverable, using flags that determine user access, inclusion in queries, etc. This search capability includes all fields and tables in the JusticeNexus database. Users can include any columns and can include data from related tables. Users do not need to know table values, as those are provided by the solution when building the query. Operators dynamically change based on data type. Users can filter categorized search results based on entity type. Users can filter search results by keyword and can sort by any column header. Results are security trimmed based on user role. Advanced Analytics Aeon Nexus can provide advanced data analytics through Microsoft Power BI, Microsoft’s business intelligence and data analytics tool within the Power Platform. Microsoft Power BI can produce vivid, dynamic, and interactive business intelligence reports. Microsoft Power BI provides feature-rich, dynamic reports that can include data from disparate sources external to JusticeNexus. Power BI allows users to interact with reports to highlight specific data within a dashboard and see that data reflected in other dashboards. It allows users to drill through and into aggregate data to expose more granular details: 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 27 Mobility Our proposed JusticeNexus solution is completely web-based and browser-agnostic supporting Windows, OSX and OSS operating systems. It also includes support for mobile browsers and native apps for Android, iOS, and Windows smartphones and tablets, allowing access from virtually any device from anywhere in the world, 24/7/365. The solution includes a web-based external facing portal to allow the public and other unlicensed users access to specific case data, including a knowledge base. This portal can be customized to service specific County audiences including external justice partners, meeting the branding and functional requirements of the County while offering external users the ability to upload notes, documents, and other digital assets. Including QR code support, Aeon Nexus envisions utilizing the JusticeNexus mobile app to allow County users to collect signatures or make updates to legal cases in court, or to collect any other data that is pertinent to the County’s processes including expenses, case details, statements, photographs, etc. Using the mobile app on any smartphone or tablet, attorneys can make updates to any aspect of a case from anywhere permissible in the world, including the ability to update calendars while in court. As a hosted solution, there is no need for the County to obtain, maintain and administer server hardware to utilize JusticeNexus, beyond what is necessary to provide internet access to County users. Our solution is entirely web-based, using responsively designed web pages to support an operating system and browser-agnostic solution. Desktops and laptop computer users can access the solution using a web browser. Available browser versions are dictated by computer operating systems compatibility. With a fully GCC-hosted solution, internet connectivity and a web browser on practically any device are all that are necessary for County staff to access the JusticeNexus solution from anywhere in the world, 24/7/365. The County need not concern itself with server hardware, patches, upgrades, or security and vulnerability patching with a hosted solution, as all of this is taken care of by Microsoft in the GCC environment. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 28 Security and Encryption Microsoft’s GCC delivers a cloud platform built upon the foundational principles of security, privacy and control, compliance, and transparency. Public sector entities like the County receive a physically isolated instance of Microsoft Azure that employs world-class security and compliance services critical to the US government for all systems and applications built on its architecture. These services include FedRAMP Medium, High and DoD compliance certifications, CJIS state-level agreements, the ability to issue HIPAA Business Associate Agreements, and support for IRS 1075. Operated by screened US persons, Microsoft’s GCC supports multiple hybrid scenarios for building and deploying solutions on-premises or in the cloud. Public sector entities like the County can also take advantage of the instant scalability and guaranteed uptime of a hyper-scale cloud service. GCC Primary and Backup Data Centers exist only in the continental US. All data stored in JusticeNexus is encrypted. Data in transit between JusticeNexus users and Microsoft Azure is encrypted using Transport Layer Security (TLS) 1.2. TLS is a cryptographic protocol designed to provide communication security over a computer network, providing privacy and data integrity between two or more communicating computer applications. JusticeNexus utilizes Microsoft SQL Server Transparent Data Encryption (TDE) to perform real-time encryption of data when written to disk (at rest), using 2048 RSA or RSA-HSM encryption key types. All cipher suites supported by JusticeNexus use algorithms acceptable under Federal Information Processing Standard (FIPS) 140-2. Office 365 inherits FIPS validations from Windows, through Secure Channel, a security support provider that contains a set of security protocols to provide identity authentication and secure, private communication through encryption. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 29 Office 365/Microsoft/Azure Groups Cases, tasks, appointments, and other events can be assigned to an individual or County team previously defined within the solution. Using Office 365 or Azure Groups integration, properly permissioned County users can even create optional Azure AD-based teams to collaborate on specific cases. These teams can be automatically granted certain permissions to access or manipulate case-related data and documents, share a team calendar related to the case, and communicate notes and information using a group conversation that is available from both JusticeNexus and from within Microsoft Teams. Autonomy As proposed, the County directly owns the hosting relationship with Microsoft and may access, download, and transfer its data out of the system at any time, without requiring vendor interaction. As the County owns the relationship with Microsoft, the GCC hosting provider, the County has access through standard tools to directly download its data in standard formats at its discretion. The County can also access County data, metadata, and granular subsets of the data in a usable, encrypted format directly from the system. The County will experience no limitations regarding its ability to transfer its data out of the system at any time. With Aeon Nexus’ proposed solution, the County’s data is stored in the GCC; Aeon Nexus will never store County data. JusticeNexus is a proven solution, having successfully supported similar clients in production since 2017. We are confident we can exceed the expectations of the County and deliver an end-to-end solution that provides precisely the type of secure, enhanced functionality, accessibility, and efficient automation that the County desires. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 30 Third Party Software As proposed, the County will host JusticeNexus in its Microsoft GCC tenant. Aeon Nexus directs the County to its existing Microsoft EA for terms and pricing. Aeon Nexus also relies on third-party products that are necessary for Bates stamping and OCR. Aeon Nexus is an Encodian partner and acts as first line of support. A copy of Encodian’s base end user agreement has been included with this response as Appendix A. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 31 Implementation, Project Management, Training, and Ongoing Support Aeon Nexus acts as a Systems Integrator (SI), and we specialize in implementing, planning, coordinating, scheduling, testing, improving, and maintaining the JusticeNexus legal case and document management solution on the Microsoft Azure GCC Power Platform. We employ a proven Secure Software Development Life Cycle (SSDLC) that adheres to an adaptive Agile-Waterfall hybrid delivery methodology, combining the best aspects of both methodologies, including:  Planning – Identifying and documenting user stories  Sprints – Developing code, test cases and performing code review  Deployment – Functional verification Aeon Nexus has adhered to this approach to deliver many successful projects on time and under budget. This development approach provides the County with a faster turnaround regarding development times; it puts working solutions in the hands of County staff sooner and involves the County more intimately throughout the implementation. Using the concept of a Minimum Viable Product (MVP), the Aeon Nexus team will provide County staff with regular updates to share development progress throughout all phases of this engagement, gather feedback, and ensure that expectations are met. Aeon Nexus’ hybrid model provides the flexibility of Agile to work quickly and autonomously, while still staying abreast of the end software product level of quality and design to meet County expectations and timelines. Aeon Nexus will assign a Vendor Project Manager (VPM) to work with the County’s Project Manager throughout the implementation. The VPM will be responsible for gathering and creating detailed requirements, functional and technical specification documentation. The VPM will facilitate and document configuration, customization, testing, training, and Go-Live of JusticeNexus, as well as the provisioning and deployment of TEST and PRODUCTION environments in the County’s GCC tenant. Aeon Nexus’ VPM will host regular status meetings and milestone meetings, at a cadence agreed to by the County’s Project Manager. The VPM and Aeon Nexus Business Analysts will meet with County SMEs to review and document existing business functions and existing information systems. Aeon Nexus utilizes Microsoft Teams to securely support remote collaboration, recorded video meetings, chat functionality, calendar, file, and activity tracking. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 32 During the Project Kickoff and Requirements/Design phases, Aeon Nexus staff will work with County IT and SMEs to create a detailed project plan that includes all deliverables as described in this RFP response. This detailed project plan will be created and agreed upon by the County and Aeon Nexus teams. Aeon Nexus resources will work with County IT staff and SMEs to understand and document all necessary functionality, “as-is” workflows and processes in production today, as well as all outputs, including reports and data feeds to and from external systems. As part of the Requirements/Design phase, Aeon Nexus will deliver functional requirements and technical specification documentation that will include all aspects of deliverables and project artifacts included as part of this implementation. Aeon Nexus associates take a consultative approach to Requirements/Design, to ascertain why processes exist as they do, and what the expected outcomes and requirements dictate. In this way, Aeon Nexus is best positioned to leverage our knowledge of automation and existing Power Platform tooling to meet the County’s requirements, while automating routine tasks. Our team utilizes Microsoft Teams for keeping all project tasks, resources, milestones, documentation, messages, documentation, risks, issue management and costs in one place for both teams to collaborate and work in real-time. Microsoft Teams is a web-based collaboration tool that lets both teams know what they must do, when it must be done, and who needs to do it. At project kickoff, the County will be granted access to this tool with quick training on how to manage the project effectively and efficiently with this tool. Microsoft Teams is accessible via any web-based browser and offers integration with many other plugins and toolsets. Timeline Aeon Nexus has considered the effort necessary to complete a project of this size, complexity, and magnitude, targeting an implementation that begins on or around August 5th, 2024, and Go Live approximately four (4) months later at the end of 2024. Depending on holiday schedules, this timeline can be adjusted. This timeline is meant to illustrate our approach to ensure a timely, efficient implementation. This timeline is flexible and can be customized further to reflect the County’s expected implementation approach, resource availability and holidays, and assumes that some of the milestones below can be accomplished concurrently (shown in a linear format) and would be further refined during the Fit Gap phase of the implementation. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 33 Aeon Nexus proposes the following high-level project milestones and deliverables to ensure adherence to an agreed-upon project plan: Milestone Description Kickoff During Kickoff, Aeon Nexus will define project roles and responsibilities, and will outline the frequency and type of meetings as well as additional project communication. Establishing consistent communication with the proper individuals and teams ensures that timelines and expectations are met. Additionally, our teams will review the Statement of Work (SOW) to ensure that the scope is clearly defined. Fit Gap During Fit Gap, Aeon Nexus will work with County user groups to document the “as-is” processes (workflow), templates, forms and reports and document any additional requirements outlined in the SOW. Simultaneously, our technical team will work with the County’s IT teams to establish, configure, test, and deploy the environments. Aeon Nexus will provide functional and technical requirements documents that will be reviewed and approved by the County’s team. This phase will require regular interaction with the system end-users to ensure all system requirements are captured. Development During the Development phase, Aeon Nexus will configure JusticeNexus to meet the requirements outlined in the Requirements/Design phase. All forms, templates, workflows, and reports will be created during this milestone, including integration. Aeon Nexus will work with the County technical teams to document, map, and script data integrations with both internal County systems, as well as external, non-County systems. Migration/Integration During the Migration and Integration phase, Aeon Nexus will work with the County technical teams to document, map, and script data migration from legacy systems, as well as the integrations with both internal systems, as well as external systems. User Acceptance Testing During User Acceptance Testing (UAT), a group of end users will be selected by the County (typically “super-users”) and will proceed through test scripts to ensure the new solution is operating as required. Any errors or issues are resolved through an iterative process until no errors are documented. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 34 Training Training is conducted on-site by Aeon Nexus personnel. Training is provided to end-users to ensure that every user is familiar with both Microsoft Power Platform tools and the JusticeNexus implementation as configured for the County. Additionally, Aeon Nexus provides System Administrator training to the County’s designated staff to ensure high user-adoption. Go-Live During this 3-day event, the new system will go live and become the new system of record. During the 30 days following Go-Live, Aeon Nexus staff will support the County’s staff with any system issues while they are getting used to the new system. Should the County also purchase annual support, Aeon will transition the County to support immediately after GoLive. Aeon Nexus proposes a “big bang” implementation that includes all aspects of the requirements outlined in this RFP. The County will experience the following benefits with a big bang implementation, rather than a phased implementation:  It will assist in overall adop�on, as users do not cling to or rely on legacy solu�ons,  It boosts use and acceptance of the new system overall as a single, cohesive solu�on, promo�ng a beter understanding among staﬀ of the en�re pla�orm capabili�es while increasing user adop�on, suppor�ng more healthy Organiza�onal Change Management,  It oﬀers less complicated dependencies during ini�al roll-out, since all func�onality is included in one solu�on, and Jus�ceNexus does not have to communicate with legacy solu�ons during the interim, reducing the need for duplica�on of eﬀort,  It does not use resources to build ‘throw-away’ connec�ons to legacy systems, freeing those resources to assist in providing quicker implementa�on �meframes for the new solu�on,  It removes any risks associated with outdated security models that may be built into legacy solu�ons, and  No informa�on is ever lost when moving from one solu�on to another.  Aeon Nexus an�cipates requiring access to and involvement from the following County resources during the various phases of the implementa�on as follows: Phase Staffing (Number/Type) Capabilities, Skills, Knowledge Project Kickoff 1 or more County Executive stakeholder(s) Knowledge of overall County project goals and strategy 1 County Project Manager Project Management experience 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 35 1 or more County System Administrators Experience administering the County’s legacy case management systems to be replaced by in this implementation 1 or more County business administration users Knowledge of existing the County’s legacy case management systems, processes, reporting, business roles, etc. Fit Gap 1 or more County business administration users Knowledge of existing the County’s legacy case management systems, processes, reporting, business roles, etc. 1 or more County System Administrators Experience administering the County’s case management systems to be replaced by in this implementation Development 1 or more County System Administrators Aeon Nexus anticipates the need for intermittent access to the County’s System Administrator users with knowledge of legacy case management systems to be replaced by in this implementation as well as systems for integration, preferably with integration experience. 1 or more County business administration users Aeon Nexus anticipates the need for access to one or more County business administration users and SMEs that have the deepest understanding at the County of fields, processes, and most importantly, intent and expected outcomes. 1 County Project Manager We expect the involvement of the County Project Manager to track progress and address hurdles as necessary throughout this phase. Migration/Implementation 1 or more County System Administrators During the Migration and Implementation phases, Aeon Nexus will work with the County technical team(s) to document, map, and script data migration from legacy systems, as well as the integrations with both internal County systems, as well as external, non-County systems. User Acceptance Testing 1 or more County business administration users Knowledge of existing County systems, processes, reporting, business roles, etc. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 36 1 County Project Manager Project Management experience Training County end users All County end users expected to utilize the new solution 1 County Project Manager Project Management experience 1 or more County System Administrators Knowledge of existing County legacy solutions 1 or more County business administration users Knowledge of existing County systems, processes, reporting, business roles, etc. Go-Live All County users N/A Issue Resolution Aeon Nexus utilizes a Risk and Issue Management Plan for each JusticeNexus implementation. Our existing issues management methodology implements a comprehensive process for identifying and documenting issues and problems that may occur before, during, and after the implementation. It allows for project management to quickly evaluate issues, assess impact, and construct a strategic plan for resolution. Using industry standard software development frameworks, our team leverages Microsoft Power Pages, Teams, and Azure DevOps to assist with the capture of details for each identified issue. This process allows for the entire project team to efficiently collaborate on an issue, check its status, and identify resources responsible for resolution, providing both our team and our clients with a comprehensive plan to deal with issues quickly and effectively. The following general procedures will be used to manage active project issues and risks during the project: • Identify: Identify and document project issues (current problems) and risks (potential events that impact the project), • Analyze & Prioritize: Assess the impact and determine the highest priority risks and issues that will be actively managed, • Plan & Schedule: Decide how high-priority risks are to be managed and assign responsibility for risk management and issue resolution, • Track & Report: Monitor and report the status of risks and issues and communicate issue resolutions, and • Control: Review the effectiveness of the risk and issue management actions. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 37 Aeon Nexus follows a well-defined internal change management process. The purpose of our change management process is to protect the achievability of the approved project scope. When the original project scope is defined, assumptions and agreements are made as to what the project is going to produce. If deliverables change during the project, the estimates for cost, effort, and duration may no longer be valid. However, if the County’s project sponsor(s) agrees to include requested changes into the project scope, the cost, effort hours and/or duration should be modified to reflect any additional work. This new cost, effort, or duration now becomes the approved target. During the project, either party may request in writing additions, deletions, or modifications to the services described in the Statement of Work (SOW). Our processes defined in our change management plan identify how change requests are recognized and reconciled, and ultimately, the plan must be rigorously executed. Aeon Nexus will work with the County during the Discovery period to execute a mutually agreed upon plan. Qualifications of Key Personnel Aeon Nexus will utilize only qualified, Microsoft-certified full-time employees to fulfill the obligations described in this RFP response. No subcontractors or sub-consultants will be used to deliver the items described in this response. Below, please find an organizational chart that depicts the resources Aeon Nexus anticipates utilizing to deliver the services and functionality described in this response. Please find below a brief resumé and bio describing the experience and qualifications of each Aeon Nexus team member to be assigned to this project, including anticipated project role and length of service with Aeon Nexus. Aeon Nexus anticipates an Engagement Manager, full-time Project Manager, two or more Business Analysts (BA), and two or more developers (depending on phase and workload) will be responsible for implementation deliverables. Aeon Nexus will utilize other Aeon Nexus associates as necessary to meet timelines and deliverables expectations. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 38 Omar Usmani Anticipated Role: Project Oversight and Subject Matter Expert SUMMARY OF EXPERIENCE Mr. Usmani has over 25 years of solutions delivery experience in the public and private sectors. He is a seasoned professional who has worked with Fortune 100 corporations and leading government organizations including the United States and Allied Governments, as well as varied international military organizations. Mr. Usmani is responsible for the overall success of all projects with oversight into client requirements and the solutions Aeon Nexus delivers for its clients. Mr. Usmani’s experience has delivered significant savings to clients through management consulting and software solutions deployed across federal, state, and local organizations. In the private sector, he has worked with enterprise clients in the telecommunications, manufacturing, construction, pharmaceutical, and energy industries to manage over 600 billion dollars of spend by utilizing industry leading software and spend management tools. Mr. Usmani uses these tools to facilitate highly successful and cost-effective eProcurement and financial analyses for procurement leaders leveraging data and technology for efficiency and savings. Mr. Usmani is directly responsible for implementing highly visible mission-critical Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems, reducing costs and inefficiencies with justifiable and repeatable processes while delivering quality and excellence. The knowledge Mr. Usmani has brought to Aeon Nexus combines his public sector experience, education in economics and his varied technology qualifications to leverage world-class solutions for customer benefit. He has taken this knowledge and applied it to projects that support government, education, healthcare, and notfor-profit organizations to deliver success for local communities and global entities alike. Chief Executive Officer & Founder Aeon Nexus Corporation March 2000 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 39 EDUCATION George Mason University BA, Economics WORK EXPERIENCE Aeon Nexus Corporation was founded in Washington, DC by Mr. Usmani over nineteen years ago with the idea that how organizations made decisions about spending money could be greatly improved. With that in mind, Aeon Nexus began developing innovative solutions for the federal government centered on better procurement processes, practices, and automation. The savings recognized by the federal government did not go unnoticed for long, and Aeon Nexus was quickly engaged by Fortune 100 companies and non-profits alike. Such a rapid escalation of interest demanded both an increase in people and an expansion of services. In response, Aeon Nexus acquired adept industry professionals to supplement its executive management team and formed strategic partnerships to provide services and solutions of the highest integrity. In 2010, Aeon Nexus Corporation relocated to the Capital Region of upstate New York to take advantage of new economic opportunities and invest in the future success of the region. With the leadership of Mr. Usmani, Aeon Nexus has continued to provide exceptional services and solutions to its federal, corporate, and non-profit clients, as well as form new relationships with New York State agencies and municipalities. With recent expansions including a new headquarters in Albany, New York, and resources working on the west coast, Aeon Nexus is rapidly expanding its client base and further extending its breadth of skills and services. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 40 Dennis Blaine, MCSE Anticipated Role: Engagement Manager SUMMARY OF EXPERIENCE Mr. Blaine has over 25 years of technology solution delivery experience in both the public and private sectors. He is a resultsoriented, servant leader with broad experience delivering high visibility, enterprise projects to state and federal agencies, as well as private sector financial entities. Mr. Blaine is responsible for the overall success of Aeon Nexus projects and client satisfaction. EDUCATION State University of New York at Albany BA, English BA, Fine Arts WORK EXPERIENCE Mr. Blaine has sold and supported enterprise technology solutions in highly regulated environments and has intimate familiarity with audit and regulatory controls including NIST, FISMA, FERPA, HIPPA, SAS 70, SSAE 16, and SOC 1, 2, and 3. Having managed successful software implementations for the majority of his career, Mr. Blaine possesses deep technical acumen and broad experience with every aspect of the Software Development Life Cycle, from requirements gathering through delivery and post-implementation support, facilitating every aspect of successful software delivery with all parties including clients, stakeholders, and delivery teams. Managing Director Aeon Nexus Corporation March 2019 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 41 With over twenty-five years of proven experience leading projects, services, and IT sales and delivery across complex organizations, Mr. Blaine has proven abilities to effectively collaborate and interact with all levels of the organization. Possessing sophisticated strategic thinking and reasoning skills, he is gifted at bridging the gap between business processes, technology, and software engineering. Overview of contributions: • Oversaw multiple Scrum teams comprised of more than 36 software engineers, architects, and business analysts across multiple locations, in highly regulated dynamic environments for five separate application software products, applying Agile and Waterfall methodologies in support of 32 public and private financial sector clients • Executed full end-to-end project management for the Software Development Life Cycle • Product owner for three web-based Microsoft .NET enterprise financial solutions 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 42 Linda Savona, MCSE Anticipated Role: Project Manager SUMMARY OF EXPERIENCE Highly personable, thorough, and organized Project Manager and IT Business Solutions Professional dedicated to business and user needs. Delivers high quality, customized cost savings solutions • So�ware, products and services sales and implementa�ons – Informa�on Technology Legal, and Healthcare • Well-deﬁned skills in managing proposal, contracts, and delivery for State and Local government accounts • A clear communicator who easily builds rapport with all levels of the organiza�on, both technical and non-technical EDUCATION Siena College BS, Marketing and Management Schenectady Community College AAS, Business Administration WORK EXPERIENCE Consulted and provided portfolio of New York law firms with service solutions including Digital Marketing. Maintained accounts through contract renewals, provided market insights and feedback, and grew territory. • Business Development – Requirements Gathering - Ini�ated and manages all stages of sales including ini�al contact, proposal, close and post-sale ac�vi�es • Client rela�ons and training – maintained rela�ons for new accounts, provided analy�cs, and gathered feedback; trained clients on how to use the client service center Managed accounts and sales of CT corporation suite of information product and service solutions to mid-sized and large Project Manager Aeon Nexus Corporation March 2019 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 43 law firms in 17 states that specialize in business law, corporate business, mergers, and acquisitions • New business development – managed end-to-end sales process, nego�ated and secured repeat business • Client rela�ons, support, and training – educated clients on compliance standards and state regulatory requirements • Project management & Delivery – oversaw projects and delivery • Business process improvement – drove crea�on of sale steam manuals to deﬁne informa�on for service teams Managed and grew Government customer accounts and sales for Showcase and CourtView case management systems. Provided comprehensive customized systems for critical automation initiatives. • Business Development / Project Planning- Built and executes strategic sales plan for region to meet sales metrics. Partnered with other vendors on RFPs. Managed sales process end-to-end. Nego�ated contracts; executed client Requirements Gathering process to understand as – is business workﬂow, gathered technical set up as well as pain points. Responded to RFPs and RFIs and presented at next rounds. • Project Implementa�on & Delivery Planning- Worked with internal PM assigned for build to provide communica�ons and resolve issues along the way. Monitored build progress to ensure on track for Go-Live date. Provided legal and law enforcement industry information and technology solutions, such as Java-based research platform solutions, digital solutions, government risk solutions and EDiscovery solutions. Managed 14 states including large strategic accounts in state and local government, corrections, law enforcement agencies, courts, state attorneys, and law libraries. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 44 Luke Thomas, MCSE Anticipated Role: Technical Architect SUMMARY OF EXPERIENCE Mr. Thomas is proficient in all phases of the software development lifecycle including requirements definition, analysis & design, system implementation, performance tuning, testing, and support with superior expertise in development and build. He is skillful in testdriven development, design patterns, custom scripting, and refactoring. At Aeon Nexus, he is responsible for configuring and customizing the Microsoft Power Platform, understanding requirements, and working with other developers in building superior applications for our clients. He has been involved in building and maintaining successful customer relationships and is adept at using various software tools as part of the process. He is a Microsoft Certified Solutions Expert with certifications in Microsoft Power Platform Customization and Configuration. EDUCATION State University of New York (SUNY) University at Albany, Albany, NY Certificate of Graduate Study in Emergency Preparedness, Homeland Security, and Cybersecurity (EHC) State University of New York (SUNY) College at Oneonta, Oneonta, NY Major: CSCI Standard/Technical, Minors: Math and Business Communications 3.55 Overall GPA 3.82 Major GPA National Honors Society Honor Key Dean’s List Upsilon Pi Epsilon (Honor Society for the Computing and Information Disciplines) Technology Skills Microsoft Technologies Microsoft Dynamics CRM 2016, Microsoft Dynamics 365, SharePoint Web Technologies HTML, JavaScript, JQuery, PHP, Liquid Template, VBScript, XML, XHTML, CSS, AJAX Database Microsoft SQL Server 2017 Tools/IDE Microsoft Visual Studio 2012/20155/2017, Dynamics Customer Service Portals, Microsoft Office SharePoint Server, SQL Enterprise Manager, Microsoft Dynamics CRM Developer Kit, AJAX Control Toolkit, Visual SourceSafe, Fiddler, CVS, Scribe Languages C++, C#, VB.NET, Java, SQL, Python Operating Systems Windows, UNIX, Linux Reporting Services SQL Server Reporting Services (SSRS), Crystal Reports 10/11 Design Methodologies OOD, OOA 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 45 EXPERIENCE & CERTIFICATIONS Certifications • Microsoft Certified Solutions Expert: Business Applications • Microsoft Certified Solutions Associate: Dynamics 365 • Microsoft Certified Professional • UAlbany – Emergency Preparedness, Homeland Security and Cybersecurity Certificate Exams • DP–200 Implementing an Azure Data Solution • MB2–718 Microsoft Dynamics 365 for Customer Service • MB2–717 Microsoft Dynamics 365 for Sales • MB2–716 Microsoft Dynamics 365 Customization and Configuration • MB2–715 Microsoft Dynamics 365 Customer Engagement Online Deployment • Microsoft Office • Coursework relating to Homeland Security, Cybersecurity, Cryptography, Security Implementation, Psychology and Information Security, C++ Programming, Assembly Language, Computer Architecture, Data Structures, Artificial Intelligence, Relational Databases, Mobile Application Development, Software Design and Development, Networking, Combinatorial Computing, Unix, and Game Development Solutions Architect Aeon Nexus Corporation May 2018 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 46 Jacob Tanner, MCSE Anticipated Role: Solutions Consultant SUMMARY OF EXPERIENCE Jacob Tanner joined the Aeon Nexus team as a recent graduate with a Bachelor of Arts degree in both economics and media production. Mr. Tanner possesses a diverse skillset rooted in both business marketing and computer programming that has proven to be applicable for various opportunities including CRM development, document generation, and client training. By pushing the vision of combining both logical and creative elements, Mr. Tanner helps provide creative solutions to complex problems. EDUCATION University at Buffalo, The State University of New York BA, Economics & Media Production GPA: 3.72 SKILLS • Microsoft Dynamics CRM • Microsoft Dynamics Portals • Requirement Elicitation & Interpretation • Microsoft Office • Adobe Creative Cloud • Trend Analysis • Benefit Cost Analysis • Efficiency Analysis • Object Oriented Programming • 3D Modelling and Animation • Sound Design • Technological Proficiency Product Owner Aeon Nexus Corporation June 2019 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 47 EXPERIENCE & CERTIFICATIONS • Experience and knowledge of Microsoft Dynamics CRM • Microsoft Dynamics CRM Customization and Configuration • Understands the functional capabilities and limitations for out of the box functionality • Able to develop custom web parts, workflows, themes/branding, and customization of the CRM environment • Capable of producing intuitive training documentation and media • Knowledge of Microsoft SharePoint and Business Intelligence tools • Knowledge and experience with Dynamics Portals (Selfservice portals) • Ability to organize, prioritize, and meet deadlines while working on numerous ongoing projects • Strong collaborations skills 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 48 Lauren Smouse, MCSE Anticipated Role: Senior Business Analyst SUMMARY OF EXPERIENCE Lauren Smouse, whose analytical approach and adept communication skills, has helped gain client satisfaction. Her ability to prioritize and attention to detail without losing sight of the big picture has benefited the projects she has participated in allowing for a superior customer experience. Expert interpersonal skills allow her to communicate clearly and effectively with clients, whether it be verbally or written. Lauren’s time management and adaptability allows her to provide the best possible experience for the clients. EDUCATION Hartwick College, 2016 BA, Political Science/French GPA: 3.8 Hudson Valley Community College, 2020 Certification, Paralegal GPA: 3.98 EXPERIENCE & CERTIFICATIONS • Experience and knowledge of CRM • Knowledge of Microsoft SharePoint and Business Intelligence Tools • Gathering and documenting business requirements to reflect client expectations and needs • Documen�ng all workﬂows, use cases, and stakeholder interests • Partner with Developers to automate manually processes for clients Project Manager Aeon Nexus Corporation October 2020 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 49 • Tes�ng applica�ons to make sure they are reliable, fully func�onal, and user-friendly • Ability to handle various projects/tasks simultaneously • Ability to organize, prioritize, and meet deadlines without compromising the quality of work • Strong interpersonal, organizational, written, and verbal communication skills 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 50 David Sierra Anticipated Role: Business Analyst SUMMARY OF EXPERIENCE David Sierra possesses adept communication skills and a thorough understanding of the Microsoft Power Platform, which has helped maximize client satisfaction. Mr. Sierra has experience in various phases of the software development lifecycle, including requirements gathering, system implementation, user acceptance testing, and training. This experience paired with his interpersonal skills allows Mr. Sierra to work closely with clients to provide the best possible experience while maintaining customer relationships. EDUCATION State University of New York (SUNY) at New Paltz, 2021 BA, Business Analytics Ulster County Community College, 2019 AS, Business Administration EXPERIENCE & CERTIFICATIONS • Experience and knowledge of Microsoft Dynamics 365 • Microsoft Dynamics CRM Customization and Configuration • Gathering and documenting business requirements to meet client expectations and needs • Documen�ng all processes, use cases, and stakeholder interests • Designing and delivering customized reports via SQL Server Repor�ng Services (SSRS) • Partnering with developers to automate manual processes for clients Business Analyst Aeon Nexus Corporation July 2021 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 51 Nathan Uchytil Anticipated Role: Business Analyst SUMMARY OF EXPERIENCE Nathan Uchytil is a focused and driven professional with over 10 years of experience in various fields, from Behavioral Health to Print Manufacturing. Through these experiences, he has developed strong interpersonal communication abilities with a robust understanding of technology and its capacity to improve organization operations. Utilizing this unique combination of experience, Mr. Uchytil effectively gathers requirements, trains end-users, develops blueprints and solutions alongside developers, and creates concise, effective, and organized training documentation for Aeon Nexus clients. EDUCATION Southern New Hampshire University, 2021 BS, Business Administration (concentration in Management Information Systems) Hudson Valley Community College, 2019 AS, Business Administration EXPERIENCE & CERTIFICATIONS • Microsoft Certified Power Platform User • Proficiently leverages knowledge of Power BI, Power BI Report Builder, Power Platform, Microsoft Dynamics, SharePoint, and Business Intelligence tools • Skillfully creates visualizations of workflows, business process diagrams, and collaborative project-planning sessions using tools such as Mural • Efficiently prioritizes client needs by utilizing the Eisenhower Matrix to capture use cases and requirements in Azure DevOps • Clarify insights to maintaining scope, constraints, assumptions, and risks Business Analyst Aeon Nexus Corporation June 2021 – present 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 52 • Builds simple, automated processes with Power Automate, and basic model-driven and canvas apps using Power Apps • Exhibits firm understanding of Dataverse, security roles, and Power Query to clean and transform data • Presents robust interpersonal, written, and verbal communication skills to collaborate and organize ideas, processes, and requirements 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 53 Acceptance Testing After Aeon Nexus completes development activities, our team re-engages with the County for User Acceptance Testing (UAT), during which, a subset of County end users and SMEs use scripts to find bugs and validate requirements as defined in the Statement of Work and any associated Requirements Traceability Matrix. UAT is an iterative process and involves hands-on system testing. For example, once an initial UAT session has occurred and any bugs logged in our support portal, the County will be able to review the “fixes” to any issues that arose. Once the system is finalized through UAT, Aeon Nexus trains County users at all levels to ensure everyone is comfortable using the new system before cutover. Aeon Nexus will provide “pre-UAT” training to County SMEs to assist them in “how to test” the solution, providing guidance on navigation, triaging issues, and reporting bugs. Aeon Nexus will assist the County in developing test plans and scripts to support both unit testing and UAT. We will partner with the County to develop rigorous testing plans that are informed by County SMEs and include specific scenario-based tests as defined in functional requirements documents to ensure adherence to the County’s requirements and provide traceability. Testing will include examples meant to intentionally “break” the system, rather than testing obvious “happy path” data input scenarios. Typically, Aeon Nexus works with our clients prior to the start of UAT to provide and document test scenarios that are based on security role and specific to each role’s anticipated daily interactions with JusticeNexus. We work within a “checks and balances” framework, comparing expectations vs. actual outcomes, and document all errors and issues within our web-based support portal, mentioned elsewhere in this response. In this way, all ongoing errors and issues coming out of UAT are in a single place, accessible by both teams, to facilitate communication regarding priority, resolution, traceability, and best practices. The County and Aeon Nexus will iterate through “test and fix” scenarios respectively, and subsequent UAT sessions will be supported as necessary to allow the County to have hands-on interaction with the JusticeNexus system to understand how changes were implemented, ensuring end user satisfaction. Aeon Nexus commits to make corrections based on the results of UAT and as defined within an associated SOW. At the close of UAT, Aeon Nexus distributes and collects from County users a feedback document to further understand pain points within the process, what County end users did and did not like, including suggestions for label changes, etc. County users submit these suggested changes to be considered if they represent best practice and are considered in scope based on the SOW. Following UAT and into training, we reiterate through the same scenarios with a larger County user group, and the testers become training SMEs, helping guide new County users through training scenarios and sharing experiential knowledge to explain the context of decisions that were made and affect the solution coming out of UAT. Support tickets may be entered by County users via email or the Aeon Nexus Support Portal and will be processed based upon an identified priority level as defined in our Service Level Agreement (SLA) by our 100% US-based technical support staff at Aeon Nexus. This SLA includes response times to issues raised by the County according to severity. Our technical support staff will escalate tickets to the proper 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 54 Aeon Nexus staff member for timely resolution. While phone calls are supported 24/7 by our entire staff who carry company-paid cell phones, we prefer utilizing our Teams site during implementation and our web-based support portal for post implementation support, to create a written account and auditable communication stream for each issue for tracking and reporting purposes. As part of the implementation deliverable, Aeon Nexus will provide end user support, as well as user administration. To support end users, Aeon Nexus will ask the County to name three (or another ‘to be agreed upon’ number of resources) users to be named in the support agreement who will be granted the ability to submit support requests. These individuals will be trained on the support application and constitute the first line of support for the County. Throughout the implementation period and for any period covered under a support agreement, Aeon Nexus will provide telephone, email and portalbased helpdesk support to the County’s authorized end users as defined earlier in this paragraph. Post Implementation Support Access The preferred method of opening a post implementation support incident is to enter the problem details through our online Aeon Nexus Support Portal. Once a support ticket is submitted, a computergenerated message acknowledges receipt of the support ticket. This message will contain the details for the issue as well as the support request tracking number. Whenever the status of the issue changes, a notification will automatically be sent to the individual who issued the ticket. An Aeon Nexus support engineer may telephone and/or email for additional information. However, any critical information will be added to the support ticket. The ticketing system may be accessed 24x7x365 to log incidents and check the status of previously submitted incidents. During the implementation period, Aeon Nexus will provide user administration, including the ability to add, delete, or update County staff users, including passwords. During implementation, one goal will be to provide knowledge transfer to the County team(s) so that they may complete these duties independently after Go-Live. The Aeon Nexus Support Portal provides an easy way for County personnel to track ongoing issues. Each issue generates email-based notifications upon creation and update. County users can access a history of activity that occurred regarding each issue. During post-implementation maintenance, the County will be supported by a team of original team members partnered with other Aeon Nexus resources to expand knowledge of the County’s configuration. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 55 Aeon Nexus will provide a Delivery Acceptance Document (DAD) at the end of each phase. The County will formally execute the document when all aspects of the phase have been achieved or delivered. In this way, the County has checks and balanced afforded to it to reduce risk throughout each phase of delivery. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 56 System Reporting, Data Migration, and Integration JusticeNexus includes robust reporting capabilities. Any field data captured within the system is fully searchable and reportable. Using JusticeNexus, virtually any report can be created, sorted, and filtered, allowing properly permissioned County users the ability to create and share a variety of reports to analyze active and past cases, provide high level and granular analytics, or meet specific regulatory reporting requirements. All results are security trimmed, based on end user security role. JusticeNexus allows reports to be created in a variety of ways: - Microso� SQL Server Repor�ng Services (SSRS) is a robust set of repor�ng tools that can be used to create ad hoc queries and reports. - Advanced Query is a query facility within Jus�ceNexus that allows users to execute ad hoc queries against the database and return the applicable columns in a grid format without the need to know SQL. Related en��es may also be included in queries as well as AND / OR clauses. The grid format is exportable to Microso� Excel, comma separated values (CSV) and Portable Document Format (PDF) for addi�onal analysis, as needed. - Aeon Nexus will also create Word templates that can be used to provide repor�ng to County users and external par�es. Ad hoc reports can easily be created, saved, and shared by properly permissioned County users. Users may create a new report or use an existing report as a starting point that can be further customized. Using a report wizard, users may provide a name and description for reports. They can choose record types to be included in the report and can include related record types to further refine their results. Sorting, grouping, columns, and column properties all can be configured and saved with the report. Reports can be configured and run within JusticeNexus with results exported to Microsoft Excel and Word, CSV, image, extensible markup language (XML) or PDF. All data included in reports is security trimmed, so that data is not exposed within reports to unauthorized County users, adhering to County-defined security permissions and roles. As part of implementation, Aeon Nexus will deliver to the County any agreed-upon reports necessary to support County processes. During training, Aeon Nexus trainers will provide knowledge transfer to allow 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 57 properly permissioned County users to create their own reports that can be saved, shared, assigned, and run manually or automatically on a County-defined schedule. JusticeNexus provides role-specific user dashboards that are displayed upon log-in, allowing County end users to see real-time system data related to their daily task list. Dashboards can be configured by properly permissioned users, and County users can drill through and into dashboards to access underlying records, documents, case information, and to perform related activities. From an oversight standpoint, data can be aggregated and summarized to provide high-level reporting to County stakeholders. Any data captured within JusticeNexus is available for querying, filtering, sorting, grouping, reporting, or exporting. As a dashboard-based interface, JusticeNexus allows users to drill through dashboards and into the underlying data to access the specific case or entity records that support the dashboard. Users can drill down multiple levels and use a ‘breadcrumb’ trail to click back through to the original dashboard. Pre-built queries in JusticeNexus are known as Views. Views abstract the need to write Structured Query Language (SQL), and instead, provide a point-and-click interface for County users to create, execute, and share Views. Views are configured within JusticeNexus to include certain filters, columns, widths, and sorting. Views may be adjusted by sort order, etc. Views also drive all dashboard widgets including pie charts and bar graphs, etc. Properly permissioned County users may create their own custom dashboards and views. Results are security trimmed. Some sample dashboards have been included below, but as a highly configurable COTS solution, virtually any dashboard can be created to meet County end user requirements. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 58 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 59 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 60 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 61 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 62 JusticeNexus also includes configurable SSRS reports that can be sorted, shared, and exported from JusticeNexus in a variety of standard formats.These reports are hyperlinked to existing records in JusticeNexus, and can be searched or printed. A few example SSRS reports have been included below. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 63 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 64 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 65 Advanced Analytics Aeon Nexus can provide advanced data analytics through Microsoft Power BI, capable of producing vivid, dynamic, and interactive business intelligence reports. Microsoft Power BI provides feature-rich, dynamic reports that can include data from disparate sources external to JusticeNexus. Power BI allows users to interact with reports to highlight specific data within a dashboard and see that data reflected in other dashboards. It allows users to drill through and into aggregate data to expose more granular details: As with any dashboard in the system, if the user has proper permissions, they may “drill through” dashboard-based charts and graphs to access underlying data. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 66 Migration As proposed, Aeon Nexus will first migrate the County’s electronic records to JusticeNexus and any associated documents and digital assets to SharePoint Online. Aspects of our migration strategy are included below: 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 67 Planning and strategy The planning and strategy section covers project timelines, data ownership and handling, and assignment of responsibility for tasks regarding migration (extraction, provision, cleansing, and importing). It is important to a) review the type(s) of data to be migrated to the JusticeNexus solution, b) determine what volume of data is necessary to be migrated, and c) understand the tools currently in use. Awareness of environments and tools are necessary in this conversation. Aeon Nexus and the County must understand and agree on the number of environments, and which environments are to be included in the migration strategy. Aeon Nexus focuses on answering questions, such as: • Will user acceptance tes�ng (UAT) be performed on migrated data? • How many data migra�on cycles (or dry runs) will be conducted? • Have data structures and rela�onships in the des�na�on solu�on been deﬁned? • What are the types of environments in which data migra�on ac�vi�es will take place? Data volume In the Data volume section, the County will validate that the volume of data that is being migrated has been assessed. For a successful data migration to JusticeNexus, it is crucial to have a clear understanding of the number of records that are to be migrated from County legacy ecosystems to the new JusticeNexus environment. In scenarios where Aeon Nexus is migrating high volumes of data, knowing the number of records that are involved in advance and understanding how the legacy tool(s) work will save time. Aeon Nexus focuses on answering questions, such as: • Which tables have the largest number of records? • How will large volumes of data be synchronized ini�ally for dual-write integra�on? Tooling The Tooling section addresses the tools in use and their intended use during migration. Different approaches and different stages are available, such as copying/synchronizing data between legal entities and copying data between environments. Aeon Nexus makes sure that we document how data will be extracted from the legacy ecosystem(s), transformed, and loaded back into the JusticeNexus system. Aeon Nexus focuses on answering questions, such as: • Which tools (Azure Data Studio, SQL Server Management Studio (SSMS), SQL Server Integra�on Services (SSIS)) will be used to move/copy/synchronize data between legacy tables and Jus�ceNexus en��es? 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 68 • Does everyone have a good understanding of the data and tools to be used during data migra�on? • What will be the accepted tool and environment solu�on (SQL Management Studio on-premises staging through Virtual Private Network (VPN), or Azure Data Studio in a Cloud environment) that is used for the data migra�on? Performance The Performance aspect of the data migration process is related to faster cycles, a better quality of data, and eventual, achievable cutover timing. As such, it is important to determine the most ideal technical and functional setup to support ongoing performance improvement, while conducting multiple rounds of tests to validate that setup. Aeon Nexus focuses on answering questions, such as: • What are the characteris�cs of the legacy environment that is planned for data migra�on? • Does the data migra�on plan include non-func�onal requirements? • Has performance-related setup been considered and planned? Data transformation Data transformation includes the processes for Data Standardization, Data Normalization and Data Cleansing as part of the Data Migration. Aeon Nexus focuses on answering questions, such as: • What are the data standardiza�on opportuni�es for legacy data migra�on into Jus�ceNexus? • What data normaliza�on can be implemented as part of the migra�on process? • Are there business rules that can be applied to legacy data sources for data cleansing? Data validation Data validation in JusticeNexus is a mandatory step to ensure that migrated data is complete and aligned to the business requirements. The data validation must be well documented, with all necessary criteria defined. Aeon Nexus focuses on answering questions, such as: • What is the plan to validate the data a�er migra�on (data quality, data forma�ng, and so on)? 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 69 Testing Testing the migrated data in JusticeNexus is essential to the entire data migration process. The aim is to ensure that the testing is thoroughly documented; that unit tests exist, and that the results are accounted for and transferred to the next data migration cycles. Aeon Nexus focuses on answering questions, such as: • Have unit tests been deﬁned for tes�ng migrated data in Jus�ceNexus (Azure DevOps)? • How will the test results be documented (Support Portal / Azure DevOps)? • Is error handling planned and accounted for (Support Portal / Azure DevOps)? Prior to production data migration, Aeon Nexus will work with the County’s IT team currently responsible for the legacy application ecosystem to map fields from the current legacy application ecosystem to JusticeNexus. These teams will work together to capture, validate, and cleanse the existing legacy data, documents, and other digital assets prior to migration to JusticeNexus. As a best practice, Aeon Nexus suggests an iterative approach to data migration. We suggest executing multiple “dry run” migrations against the entire data set(s) to be migrated. After each dry run, County IT and Aeon Nexus will work together to document any errors or shortcomings. Aeon Nexus will make any necessary adjustments to the migration jobs, and County resources will perform any necessary data cleansing on records that error out, with assistance from Aeon Nexus. Aeon Nexus will execute dry run migrations over and again until no errors are present. This process ensures that all records adhere to migration rules and no errors are found prior to the actual production migration and has the added benefit of reducing migration run time. At the end of the migration process, Aeon Nexus will provide reports of the number of records read vs. written, by type, to account for all migrated data. During migration, related data of different types, such as notes, attachments, documents, and other digital assets will be uploaded and associated with the relevant case(s). To migrate the County’s data, Aeon Nexus suggests a “trickle data migration” approach, due to the large volume of data and limited downtime availability. Aeon Nexus will perform an initial load the week prior to Go-Live, and then perform a delta load just prior to Go-Live. We will migrate documents and other digital assets from the County’s current storage mechanism to SharePoint using PowerShell scripts. Before migrating data, Aeon Nexus will work with the County’s IT team to map and define the business rules and migration strategy, performing several dry runs to validate and cleanse the data to be migrated and to reduce the time required for production migration. Integration JusticeNexus integrates with nearly any other application the County uses. The Microsoft Power Platform upon which JusticeNexus is built, utilizes a metadata-driven architecture. It provides web application programming interfaces (APIs) that implement the Open Data (OData) v4 protocol and supports real 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 70 world Service Oriented Architecture (SOA). By exposing data and business processes as APIs, it allows other systems to integrate seamlessly. The platform controls access to data through County-defined user security and can support current and future information sharing needs using Global Justice XML and National Information Exchange Model (NIEM) standards. Our proposed solution provides a robust set of APIs and support for XML web services, Representational State Transfer (REST), Web Services Description Language (WSDL) and Simple Object Access Protocol (SOAP) that support application integration from very simple relationships to integrations requiring complex business rules and data exchanges. Our solution offers a full software development kit (SDK) and APIs that can be used to extend and customize the system to meet the unique data sharing requirements of the County and connect to other technologies with built-in integration between internal and external systems, helping to reduce operational costs and provide fast access to functionality. JusticeNexus also interfaces directly with Microsoft Power Automate (formerly Microsoft Flow). Power Automate provides unprecedented ability to automate business processes and integrate with other solutions - from mobile-friendly manager approvals of requests through SharePoint lists to scheduled emails based on data changes in a SQL Azure database - and push information through Microsoft Power BI for near real-time analysis. Almost all essential services can be connected and integrated using Power Automate. Power Automate is easy to use and offers a point-and-click graphical interface, user-friendly templates, and connectivity to a wide range of services, from communication services like Twitter, Slack, and Yammer to Excel Online, SharePoint, Wunderlist, and Google Calendar. Power Automate can also securely connect JusticeNexus to data trading partners, social media, including Facebook and Instagram. Just a few of the over 300 connectors available can be found below in graphical format: 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 71 JusticeNexus can also leverage Azure Logic Apps, a cloud service that helps organizations schedule, automate, and orchestrate tasks, business processes, and workflows when they need to integrate apps, data, systems, and services across enterprises and between organizations. The Azure Logic Apps cloud service simplifies how organizations design and build scalable solutions for app integration, data integration, system integration, enterprise application integration (EAI), and business-to-business (B2B) communication, whether in the cloud, on premises, or both. Below are a few example workloads that can be automated using Azure Logic Apps: • Process and route information across on-premises systems and cloud services, • Send email notifications with Office 365 when events happen in various systems, apps, and services, • Move uploaded files from an SFTP or FTP server to Azure Storage, and • Monitor tweets for a specific subject, analyze the sentiment, and create alerts or tasks for items that need review. The Microsoft Power Platform also has built-in support for publishing messages to Azure Service Bus. The County can utilize Azure Service Bus to simplify enterprise cloud messaging between applications and services, even when one or more is offline. Available in every Azure region, this fully managed service eliminates the burdens of server management and licensing. Asynchronous operations give the County flexible, brokered messaging between client and server, along with structured first-in, first-out (FIFO) messaging, and publish/subscribe capabilities. Azure Service Bus allows the County to build durable messaging topologies with complex routing and increase overall availability, without complex firewall, network, or Virtual Private Network (VPN) configuration, and use the Hybrid Connections feature within Service Bus Relay. These services provide the County with enhanced authentication and connectivity through the cloud, and the ability to see and monitor activity. 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 72 Cost Proposal Aeon Nexus presents pricing in the following format: Software/Licensing To access the JusticeNexus solution, County users will need to be licensed on an annual basis for the Microsoft Power Platform, as well as licensed for JusticeNexus. (Existing Microsoft Dynamics licensing or Microsoft Power Apps per user licensing can be used for the Power Platform.) The County will also require a single (1), annual JusticeNexus site license, two (2) instances of Microsoft Power Automate, one (1) instance of Encodian Flowr and one (1) instance of Encodian Indxr. Solution Implementation Aeon Nexus will work with County stakeholders and the project team to achieve identified deliverables/milestones on a firm-fixed basis for up to 500 hours of configuration/customization. Ongoing Support Included with the annual JusticeNexus site license and JusticeNexus user licenses, is 24/7 end user support. Additional Services Should the County wish to consider additional scope at any point during the project, Aeon Nexus has provided a blended hourly rate; however, scope can be considered as firm-fixed if requirements are well-documented. Annually Software/Licensing Microsoft 365 Power Apps Premium $ 8,880.00 Microsoft 365 Power Automate $ 960.00 JusticeNexus Site License (Annual) $ 250,000.00 JusticeNexus User License (Annual) $ 44,400.00 Encodian Flowr $ 5,499.00 Encodian Indxr $ 2,499.00 TOTAL SOFTWARE $ 312,238.00 Optional Services Per Hour Any additional customization/configuration $237.50 2121 Rosecrans Avenue, Suite 2390 El Segundo, CA 90245 |Tel: 213.866.AEON Fax: 866.252.1251 Web: www.aeonnexus.com Page | 73 Appendix A End User Licence Agreement Encodian Flowr Encodian Vertr Encodian Trigr Encodian Indxr Last updated: 23rd August 2023 Document classification: Public The information contained in this document is proprietary. All rights reserved. Please read carefully This licence agreement (Licence) is a legal agreement between you (Licensee or you) and Encodian Solutions Limited, company number 10200243, of Blythe Valley Innovation Centre, Central Boulevard, Blythe Valley Business Park, Solihull B90 8AJ, United Kingdom (Licensor, us or we) for: a. Encodian computer software and the associated media (Software), made accessible to you by subscription (User Subscription); and b. online documents, available at our website online here (Documents). We licence use of the Software and Documents to you on the basis of this Licence. We do not sell the Software or Documents to you. We remain the owners of the Software and Documents at all times. You should print a copy of this Licence for future reference. IMPORTANT NOTICE TO ALL USERS: • BY CLICKING ON THE "ACCEPT" BUTTON BELOW YOU AGREE TO THE TERMS OF THIS LICENCE WHICH WILL BIND YOU (AND YOUR EMPLOYEES). THE TERMS OF THIS LICENCE INCLUDE, IN PARTICULAR, LIMITATIONS ON LIABILITY IN CLAUSE 4 AND CLAUSE 5. • IF YOU DO NOT AGREE TO THE TERMS OF THIS LICENCE, YOU MUST CLICK ON THE "REJECT" BUTTON BELOW AND YOU MAY NOT ACCESS THIS SOFTWARE OR DOCUMENTS. 1. GRANT AND SCOPE OF LICENCE 1.1. In consideration of payment by you of the agreed subscription fee and you agreeing to abide by the terms of this Licence, we grant to you a non-exclusive, non-transferable licence to use the Software and the Documents on the terms of this Licence. 1.2. You may: Document classification: Public The information contained in this document is proprietary. All rights reserved. a) download, install and use the Software for your internal business purposes only in accordance with the usage limitations of the Software, pursuant to your User Subscription, set out in the Documentation and agreed to by you; b) receive and use any free supplementary software code or update of the Software incorporating “patches” and corrections of errors as may be provided by us from time to time; and c) use any Documents in support of the use permitted under this clause 1.2 and make copies of the Documents as are reasonable necessary for its lawful use. 2. RESTRICTIONS 2.1. Except as expressly set out in this Licence or as permitted by any local law, you undertake: a) not to copy the Software or Documents except where such copying is incidental to normal use of the Software, or where it is necessary for the purpose of back-up or operational security; b) not to rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the Software or Documents; c) not to make alterations to, or modifications of, the whole or any part of the Software, nor permit the Software or any part of it to be combined with, or become incorporated in, any other programs; d) not to disassemble, decompile, reverse-engineer or create derivative works based on the whole or any part of the Software nor attempt to do any such thing except to the extent that (by virtue of section 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are essential for the purpose of achieving inter-operability of the Software with another software program, and provided that the information obtained by you during such activities: i. is used only for the purpose of achieving inter-operability of the Software with another software program; and Document classification: Public The information contained in this document is proprietary. All rights reserved. ii. is not unnecessarily disclosed or communicated without our prior written consent to any third party; and iii. is not used to create any software which is substantially similar to the Software; e) to keep all copies of the Software secure and to maintain accurate and upto-date records of the number and locations of all copies of the Software; f) to supervise and control use of the Software and ensure that the Software is used by your employees and representatives in accordance with the terms of this Licence; and g) not to provide or otherwise make available the Software in whole or in part (including but not limited to program listings, object and source program listings, object code and source code), in any form to any person other than your employees and representatives without prior written consent from us. 3. INTELLECTUAL PROPERTY RIGHTS 3.1. You acknowledge that all intellectual property rights in the Software and the Documents anywhere in the world belong to us, that rights in the Software are licensed (not sold) to you, and that you have no rights in, or to, the Software or the Documents other than the right to use them in accordance with the terms of this Licence. 3.2. You acknowledge that you have no right to have access to the Software in source code form. 4. LIMITED WARRANTY 4.1. To the extent permitted under law, we provide no warranties (whether implied or otherwise) to you in relation to the Software or the Documents under this Licence, and all such warranties are excluded. Please refer to the agreement under which you paid the purchase price for the Software for details of any warranties provided under that agreement. Document classification: Public The information contained in this document is proprietary. All rights reserved. 5. LIMITATION OF LIABILITY 5.1. You acknowledge that the Software has not been developed to meet your individual requirements, including any particular cybersecurity requirements you might be subject to under law or otherwise, and that it is therefore your responsibility to ensure that the facilities and functions of the Software as described in the Documents meet your requirements. 5.2. You agree not to use the Software or Documents for any re-sale purposes. 5.3. We shall not in any circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Licence for: a) loss of profits, sales, business, or revenue; b) business interruption; c) loss of anticipated savings; d) wasted expenditure; e) loss or corruption of data or information; f) loss of business opportunity, goodwill or reputation; where any of the losses set out in clause 5.3(a) to clause 5.3(f) are direct or indirect; and g) any special, indirect or consequential loss, damage, charges or expenses. 5.4. Other than the losses set out in clause 5.3 (for which we are not liable), our maximum aggregate liability under or in connection with this Licence whether in contract, tort (including negligence) or otherwise, shall in all circumstances be limited to a sum equal to 100% of the licence fee. This maximum cap does not apply to clause 5.5. 5.5. Nothing in this Licence shall limit or exclude our liability for: Document classification: Public The information contained in this document is proprietary. All rights reserved. a) death or personal injury resulting from our negligence; b) fraud or fraudulent misrepresentation; or c) any other liability that cannot be excluded or limited by English and Welsh law. 5.6. This Licence sets out the full extent of our obligations and liabilities in respect of the supply of the Software and Documents. Except as expressly stated in this Licence, there are no conditions, warranties, representations or other terms, express or implied, that are binding on us. Any condition, warranty, representation or other term concerning the supply of the Software and Documents which might otherwise be implied into, or incorporated in, this Licence whether by statute, common law or otherwise, is excluded to the fullest extent permitted by law. 6. SUSPENSION AND TERMINATION 6.1. We may suspend this Licence if the organisation from which you purchased the Software breaches or may breach the agreement between us and that organisation for the duration of time that the breach remains unremedied. 6.2. We may terminate this Licence immediately by written notice to you if you commit a material or persistent breach of this Licence which you fail to remedy (if remediable) within 14 days after the service of written notice requiring you to do so. 6.3. On termination for any reason: a) all rights granted to you under this Licence shall cease; b) you must immediately cease all activities authorised by this Licence; and c) you must immediately and permanently delete or remove the Software from all computer equipment in your possession. Document classification: Public The information contained in this document is proprietary. All rights reserved. 7. COMMUNCATIONS BETWEEN US 7.1. We may update the terms of this Licence at any time on notice to you in accordance with this clause 7. Your continued use of the Software and Documents following the deemed receipt and service of the notice under clause 7.2 shall constitute your acceptance to the terms of this Licence, as varied. If you do not wish to accept the terms of the Licence (as varied) you must immediately stop using and accessing the Software and Documents on the deemed receipt and services of the notice. 7.2. If we have to contact you, we will do so by pre-paid post to the address you provided in accordance with your agreement to purchase the Software. 7.3. Note that any notice: a) given by us to you will be deemed received and properly served 24 hours after it is first posted on our website; and b) given by you to us will be deemed received and properly served three days after the date of posting of any letter. 7.4. In proving the service of any notice, it will be sufficient to prove, in the case of posting on our website, that the website was generally accessible to the public for a period of 24 hours after the first posting of the notice. 8. HOW WE MAY USE YOUR PERSONAL INFORMATION 8.1. Under data protection legislation, we are required to provide you with certain information about who we are, how we process the personal data of those individuals who use the Software and the Documents and for what purposes and those individuals’ rights in relation to their personal data and how to exercise them. This information is provided here at the following URL: https://www.encodian.com/policies/privacy-policy/ and it is important that you read that information. Document classification: Public The information contained in this document is proprietary. All rights reserved. 9. OTHER IMPORTANT TERMS 9.1. We may transfer our rights and obligations under this Licence to another organisation, but this will not affect your rights or our obligations under this Licence. 9.2. You may only transfer your rights or your obligations under this Licence to another person if we agree in writing. 9.3. This Licence constitutes the entire agreement between us and supersedes and extinguishes all previous and contemporaneous agreements, promises, assurances and understandings between us, whether written or oral, relating to its subject matter. 9.4. You acknowledge that in entering into this Licence you do not rely on and shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this Licence. 9.5. You agree that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Licence. 9.6. A waiver of any right or remedy is only effective if given in writing and shall not be deemed a waiver of any subsequent right or remedy. 9.7. A delay or failure to exercise or the single or partial exercise of any right or remedy shall not waive that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. 9.8. Each of the conditions of this Licence operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect. 9.9. This Licence, its subject matter and its formation (and any non-contractual disputes or claims) are governed by the law of England and Wales. We both irrevocably agree to the exclusive jurisdiction of the courts of England and Wales. Bid Zip RFP #4548/Cerebra Consulting_979343/TabulationByVendor_RFP#4548_orgId_979343.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Cerebra Consulting Page of 1 1 General Comments: General Attachments: Cerebra Consulting, Inc. Response - RFP4548 Electronic Case Management System, County of Hawaii Corporation Counsel.pdf Bid Zip RFP #4548/Cerebra Consulting_979343/Cerebra Consulting, Inc. Response - RFP4548 Electronic Case Management System, County of Hawaii Corporation Counsel.pdf County of Hawai’i Office of Corporation Counsel RFP 4548 -- PROVIDE, MAINTAIN AND SUPPORT AN ELECTRONIC CASE MANAGEMENT SYSTEM FOR THE OFFICE OF THE CORPORATION COUNSEL, COUNTY OF HAWAI'I. Due Monday, May 6, 2024 at 4:00 PM HST Submitted by: Cerebra Consulting, Inc. 2 Table of Contents Transmittal Letter ................................................... ....................................................................................... 3 Cerebra Background & Expertise .............................................................................. ..................................... 4 References .................................................................................................................................................... . 7 Requirements ................................................................................................................................................ 9 End User License Agreement ...................................................................................................................... 14 Technical Support .......................................................... .............................................................................. 14 Training ............................................................................................................ ........................................... 15 Qualifications of Project Team .................................................................................................................... 15 Project Approach and Plan .......................................................................................................................... 16 Implementation Methodology ............................................................................................................ 16 Data Migration ....................................................................... ............................................................. 18 Sample Implementation Plan ........................................................................................................... ... 18 Pricing .......................................................................................................................................................... 20 Sample Screenshots .................................................................................................................................... 22 Appendix A – Key Personnel Resumes ........................... .............................................................................. 31 3 Transmittal Letter Cerebra is prepared to implement and support the Legal Matters Accelerator (LMA) for the Hawai’i County Office of Corporation Counsel. We hereby affirm that our system can fulfill the technical requirements of Hawai’i County’s Office of Corporate Counsel. LMA is a highly flexible, web-based legal matters management system dedicated to public sector legal enterprises. The design of our product has centered around the needs expressed by federal, state, county, and city-level general counsel offices. We will capitalize on pre-existing LMA capabilities to meet most of the Corporation Counsel’s needs, and implement all remaining features through configuration, thanks to the platform’s low-code nature. The use of configuration as the primary means of meeting novel feature requirements limits or eliminates the platform’s technical debt, reduces the cost of maintenance, and promotes ease of adoption by Hawai’i County users. Tyler Technologies, Cerebra’s teaming partner, is the largest provider of U.S. public sector software solutions. For more than four decades, Tyler has been the trusted provider to build and manage similar case management applications. The core software underlying the proposed solution, Tyler’s Application Platform, has been in Production for over 15 years, having been iteratively enhanced to ensure it remains a market leader in the public sector case management market. At present, Tyler Technologies serves clients in more than 37,000 installations across 12,000 federal, state, and local government locations in all 50 states, Puerto Rico, Canada, the United Kingdom, and Australia. Our partnership with the core software provider, Tyler Technologies, Inc., is reinforced by a binding partner agreement; through this partnership Cerebra secures licenses, access to the platform, and technical assistance. While we have been a Tyler Implementation Partner since 2022, Cerebra has been working with Tyler’s Application Platform – upon which the LMA was developed – since 2020. Our recruitment and maintenance of a skilled roster of developers, consultants, analysts, and system administrators for the Application Platform solution, and by extension the LMA, has allowed us to consistently meet or exceed client expectations on Cerebra-Tyler joint engagements. The County of Hawai’i Office of Corporation Counsel can be confident in their selection of the Cerebra team and our proposed solution. I am Cerebra’s point of contact regarding business decisions made concerning this proposal and can contractually obligate the company and, as Public Sector Director, I am authorized to negotiate with the County. Please feel free to contact me directly if you need any further information or have any questions – thank you in advance for your consideration. Respectfully, Miles Bernhard Cerebra Consulting | Public Sector Director P: (215) 253-4737 | M: (914) 338-3575 270 Lancaster Ave, Suite D2 Malvern, PA 19355 4 Cerebra Background & Expertise Cerebra Consulting, Inc. is an organically grown, certified Minority Business Enterprise (MBE) founded in 2004. Since inception, we have specialized in the implementation of enterprise applications that digitize or automate clients’ organizational processes. In 2010, our business established a cloud solutions practice focused on the implementation of both customized and low-code Software as a Service (SaaS) and Platform as a Service (PaaS) solutions. This has culminated in the successful deployment SaaS/PaaS systems to Fortune 500 and public sector organizations across the United States and abroad, including Case Management Systems (CMSs) of over 15,000 active users. Cerebra Consulting is the developer and primary implementer of the proposed solution: Legal Matters Accelerator (LMA), built on the Tyler Technologies Application Platform (formerly known as Entellitrak). LMA was established and designed for public sector legal offices exclusively, with a focus on municipal attorney offices and general counsels. In addition to the capabilities brought to bear by the LMA, including modern user interface and design standards, low-code configuration capabilities for easy workflow creation and automation, and marketleading calendaring and document management capabilities, Cerebra maintains a core team of technical and functional experts. Our platform engineers boast a decade of platform-specific experience, and our courts and justice subject matter experts have assisted in the implementation of enterprise case management systems for 1,000+ users and stakeholders. Our success has been a direct result of our competitive advantages in this market, which include: 1. Concurrent User (CCU) model and pricing. Our software and maintenance costs are below the market average and we do not license by named user – as long as the number of active users does not exceed the CCU limit, any number of named user accounts can be created. The ease with which the platform can be scaled up or down has allowed clients to adjust licensing to accommodate for changes in requirements such as growth in internal personnel and surges in caseloads. 2. Implementation process. Our solution is designed for rapid deployment and installation – this is made possible through out-of-the-box features built to meet 80% of public sector legal office needs, and with the remaining 20% reached through rapid configuration, or for niche requirements, customization. 3. Security. Built upon the Tyler Entellitrak / Application Platform, the Cerebra LMA inherits FedRAMP Platform as a Service (PaaS) Moderate Authorized and can be hosted on FedRAMPapproved infrastructure. 325 NIST SP 800-53 security controls comprise the former, ensuring that our customers operate in a highly secure environment when processing sensitive information. 4. Flexibility. Through a low-code development model, changes or demands for growth in the system are addressed through configuration; this use of configuration rather than customization offers three primary benefits that have provide value to our clients: enhancements are incorporated more expeditious or even immediately; less technical debt is accrued through more consistent internal processes; and finally, thanks to a combination of a low-code and 5 cloud-hosted solution, client IT does not need to provision resources or hire full-stack developers to maintain and evolve the system as your organizational needs change over time. 5. Ease of use and ongoing support. Our objective is to democratize the platform, and allow you – the customer – to take ownership of the solution without feeling overwhelmed. We offer training prior to go-live, but unlike many of our competitors, Cerebra offers ad-hoc training post go-live through our support package to ensure your staff can optimize the solution’s use. In a similar vein, our customers are never charged for the number of tickets or requests made to our team – we are available to you, so your work does not stop. 6. Transparency. Cerebra details product specifications, capabilities, and services in our proposals prior to engagements with public sector entities to avoid the blindside of additional costs or expenses following our customers’ intent to award. Additionally, we assure customer ownership of all data entered into the platform in perpetuity, while still supporting the retrieval of such data at any time during the LMA lifecycle. 7. Courts and Justice Subject Matter Experts: Cerebra’s team is not only comprised of experienced legal software developers and analysts, but also courts and justice technology experts that have a three-decade long history in the field. Our Subject Matter Experts have assisted in the creation of best practices for the National Association for Court Management (NACM) and played a critical role in establishing “Caseflow” as a standardized process. Company Information CHART 1 – COMPANY INFORMATION Information Requested Vendor Response Company Name Cerebra Consulting, Inc. Address 270 Lancaster Ave, Suite D2 City, State, ZIP Malvern, PA 19355 Vendor’s State of Formation/Incorporation Pennsylvania Date of Incorporation 02/28/2006 Company Website https://cerebra-consulting.com/publicsector/ Primary Contact Person Miles Bernhard Primary Contact’s Title Public Sector Director Primary Contact’s Email Address miles.bernhard@cerebra-consulting.com Primary Contact’s Phone Number (914) 338-3575 Socio-Economic Category Small Business, Minority Business Enterprise Employee Count 388 Chart 2 – Names of Principals Principal Officer Role Siva Pola Chief Executive Officer Raju Duvvapu Solutions Practice Director Srinivas Akundi HR and Operations Director Miles Bernhard Public Sector Practice Director 6 Tyler Business Relationship Cerebra is a certified reseller of Tyler Technologies’ Application Platform, pursuant to our Implementation Partner Agreement (IPA) and White Label Agreement (WLA) for the development of our proprietary solution, the Legal Matters Accelerator. We work alongside Tyler Technologies to maintain our solution’s core software in line with the Application Platform’s Long-Term Support (LTS). Tyler’s Application Platform has been available for 20 years and was FedRAMP Moderate authorized (PaaS and SaaS) in 2014. The LMA inherits these authorizations thanks to its build on the Application Platform’s native software development kit. As a cloud-hosted and web-accessed platform, implementation does not require equipment technicians, and Cerebra will be using its own certified personnel for the implementation of the platform; it is to this extent that we foresee zero certified local equipment technicians or technical personnel substantially enhancing our ability to perform the proposed scope of work. 7 References The following references are for LMA’s core software, the Tyler Technologies Application Platform (formerly known as Entellitrak). To be clear, LMA was built upon the Application Platform using the native software development kit – as have all the solutions for the references listed below. Accordingly, these qualifications underscore the configurability and success of the Application Platform across different government agencies with similar case management requirements. Federal Deposit Insurance Corporation (FDIC), Security Enterprise Programs Section (SEPS) Cerebra supported the implementation of the FDIC’s Personnel Security Unit (PSU) Case Management System (CMS), powered by the Application Platform. The system is utilized by over 500 internal users and 5,000 annual external users and streamlines the Corporation’s applicant, active personnel, and vendor suitability investigations – including their review by FDIC’s Legal Division liaisons. Our team translated functional requirements into technical features, played a key role in the migration of over 13,000 documents and associated metadata, supported the system’s integration into the Corporation’s existing IT architecture, and promoted the system’s, and its enhancements’, adoption through effective communication and training services. We continue to support the system’s daily administration / customer support and enhancement efforts, in addition to leading all data extraction, analysis, and operational reporting. Contact Details Client Name FDIC SEPS Contact Person Cynthia A. Ambrose, Personnel Security Specialist and Technical Monitor Address 3501 Fairfax Drive, Arlington, VA 22201 Telephone No 571-214-0781 Email cambrose@fdic.gov Date December 2020 - Present Department of Labor, Office of Appeals The Department of Labor (DOL) procured LMA’s core underlying software, Application Platform (AP) to be its appeals case management and reporting system within the Office of Appeals, an initiative of the Department of Labor’s adjudicatory agencies to integrate and improve computer, communications systems, and business processes to make DOL’s formal hearings and appeals more accessible and understandable for appellants, attorneys and other interested parties. AP achieved these goals and replaced the old in-house solutions that were either too rudimentary or too prone to error to support the appeals process much longer. AP supports over 200 named users nationwide and supports various program areas such as the Administrative Review Board (ARB), Benefits Review Board (BRB), Employees’ Compensation Appeals Board (ECAB), and Office of Administrative Law Judges (OALJ) (collectively, The BOARDS). AP’s highly configurable nature supported adaptation to the unique needs of the diverse BOARDS entities including automations of content management, workflows, file capture and sharing, searching, and reports. This has improved metrics for accessibility of appellant data in a secure manner for DOL employees and citizens. The AP’s external access, eFile, module is used to digitally, and securely, collect appeal request forms from users, and is supplemented with email notifications, live status updates, as well as the ability for external users to update their appeal information and documents when allowed by DOL attorneys. 8 Contact Details [NOTE: This is a Tyler Technologies Customer] Client Name Department of Labor, Office of Appeals Contact Person Chuck Patel, Contracting Officer Address 200 Constitution Ave NW, Washington, DC 20210 Telephone No 202-693-5032 Email Patel.mahesh.k@dol.gov Date August 2023 – Present United States Department of Agriculture (USDA), National Appeals Division The mission of the United States Department of Agriculture (USDA), National Appeals Division (NAD) is to conduct impartial administrative appeals hearings and review adverse program decisions made by officers, employees, or committees of designated agencies of USDA. NAD transitioned directly from their manual business processes to a novel Application Platform-based NADTrack system, which handles Legal Matters involving program decisions of the Farm Service Agency, Risk Management Agency, Natural Resources Conservation Services, Rural Business-Cooperative Development Service, Rural Housing Service, and the Rural Utilities Service. The system processes over 5,000 legal matters annually, capturing a variety of dates and statuses throughout each matter’s lifecycle. This capability has allowed NAD to easily generate performancebased analyses and report on case throughput metrics. The system also captures hearing and review decisions and key documents, audio files, and other requests and responses to information inquiries in various formats. NAD employees, a geographically dispersed workforce, have greatly benefitted from the web-based system which allows them immediate access to matter data and documents. NADTrack also enforces NADdriven group and role permissions to limit access to sensitive information, as appropriate. Contact Details [NOTE: This is a Tyler Technologies Customer] Client Name USDA, National Appeals Division Contact Person Tracey Labarge, Management Analyst Address 1320 Braddock Place, Alexandria, VA 22314 Telephone No 703-305-1151 Email tracey.labarge@oha.usda.gov Date September 2019 - Present 9 Requirements # Requirement Response 1 Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters A core component of the Cerebra Legal Matters Accelerator is the Matter, or in Hawai’i County’s context, Document, type-driven workflows. Not only can document types be rapidly configured, but they can be routed through an approval workflow – from draft and review through finalization. Specific data fields, forms, templates, scheduled events, and notifications can also be ascribed and generated on a Matter-by-Matter (or Document-by-Document) basis. This feature is compatible with Windows 10 and 11, and supports the upload and download of documents originating from Exchange/Outlook, Word, Teams, and Adobe Acrobat, among numerous other file types. Additional details on the Document components are described below: - Templates can provide the baseline upon which to generate casespecific documents, all of which are automatically associated with the legal matter and accessible via displayed hyperlinks. Templates can be configured during the installation of our software and can either automatically reference case data or be edited using the native text editing feature (which includes rich text formatting and supports cooperative editing capabilities with other users on the platform) for a more tailored output. - Rules can be additionally configured of these assigned documents before allowing progression through the workflow, enforcing data capture and adherence to standard operating and matter management procedures. - Documents stored within the platform, or referenced in Hawai’i’s LaserFiche DM server, are assigned types; the list of types available being both pre-configured and open to additional configuration as needs arise by System Administrators. This grants the County flexibility to update and enhance this component of the system without system downtime or additional expenses. - Access to Matter-related documents is not only facilitated through the document tab associated with each record or Matter, or the searches or document management tools, but also through the tracking inbox and queues. Each contains a user, group, or role-specific listing of pending tasks, matters, or optionally even documents which can be prioritized and filtered. 2 Case and data conversion from, or compatibility with, Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of Cerebra will respond to this requirement in recognition of the answers provided by the County regarding Laserfiche and the county maintaining Laserfiche and requesting an integration/interface. The Case Management System’s three-tiered architecture includes a database layer, and this database capability is included within the cost of our proposed licenses. Dedicated SOAP/REST-based APIs for communication via secure file exchange protocols enable advanced, multi-layer integrations with Laserfiche, enabling the County to make use of Laserfiche document management capabilities within the LMA’s case management system. Worth noting is that the LMA does include a dedicated, and fully integrated, Document Management module. Matter / Case documents are thus stored in the platform’s database. Cerebra can work with Hawai’i to determine an 10 information between the envisioned case management system and Laserfiche. optimal approach to integrate Laserfiche with the LMA or migrate Laserfiche documents and document metadata during the implementation period – both approaches have been considered in Cerebra’s quote to the County, so there are no impacts to Cerebra’s proposed fees regardless of Hawai’i County’s preference. If data migration is best performed in an out-year, however, this may require an additional cost. 3 Security features to protect confidential information Use of encryption for data in transit, motion, and at rest, to the standards of FedRamp certification, NIST 800-53, DIACAP, and DCID 6/3 for encryption and cryptographic processes ensures the security and protection of data passing through the system. The LMA solution is FedRamp Moderate approved and reauthorized on an annual basis, ensuring that it can be operated to the degree of Federal agency standards including those of the Department of Justice and other Federal entities, and this degree of data security is passed on to nonfederal entities, in this instance the Corporation Counsel. We consider the core components for protection confidential information to be: secure logins and access management, access restrictions and privilege management within the system, confidentiality tags and redaction, tracking of changes, and security of data through encryption and firewalls. Secure access and authentication of the platform are achieved through the integration with County and Corporation Counsel’s access management systems, and the platform’s embedded Multi-Factor Authentication (MFA). These mechanisms ensure that access is restricted to system users whose accounts are created exclusively by designated System Administrators. The Manage Users feature enables System Administrators to create user accounts, assign Roles, extend access, or lock and unlock accounts. System Administrators may also designate how users access the system (either through Single Sign-On – if configured, or locally using MFA or a username and password combination). System Administrators can configure role, user group, and user specific privileges on the basis of global, item type, or specific documents. For example, certain data fields can be made readable and searchable to some users and completely hidden to others. Supervisory roles can be granted the ability to delete certain records or documents, while staff roles are restricted from such privileges. These functions are managed through the configurable Administration capabilities in the system: 1. System Permissions: determines what modules and baseline functions a given role has access to (i.e. Search Module, Document Management Module, Timekeeping, Reporting etc.) 2. Tracked Data Permissions (depicted below): determines what data a user, role, or organization can Create, Read, Update, Delete, Assign, and Search (broadly referred to as “CRUDs”) 3. Reference Data Permissions: determines what data validation lists a user, role, or organization can edit (for instance, if there is a new Commission that is established after the deployment of the system, a user with Update permissions for the Commission Reference Data Table can add that new value to the listing) 11 Redaction and sensitive document controls through Document Management tools enable a variety of security measures to protect the integrity of matters including in-platform redaction, access limitation through passwords, locking of confidential documents, and the use of an audit log to record activities on the platform to the degree of user account, time, location, and documented changes. Every document additionally has a switch that can be toggled to identify it as “sensitive material” and only available to be accessed or even be aware of by a privileged user group. The read-only audit log tracks all data entry, modification, and update actions – including for documents. These actions are tracked by user identification, actions taken, the data entered, accessed, or modified, and the date and time of the actions. The administrator can manage and maintain audit logs that may be kept on the application for as long as required. Only the system administrator can archive audit logs. Archived audit logs are stored in a compressed format and can be retrieved at any time. 4 Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. The open architecture of the LMA enables powerful and easier integration with SOAP/REST-based web service or Java EE API. The Cerebra team would use SQL Server and Java tools to integrate the LMA with desired systems and has established, for many customers, connections with Microsoft 365/Outlook for calendaring and integrated email services. This integration includes advanced calendar tools and functions such as the ability to sync up a user’s outlook account with a legal matters calendar or court event calendar ensuring they never miss a deadline or event. The system can also maintain a calendar for a specific user role or user group which those associated users may then sync to their own outlook calendar. Task creator allows for different task types (hearings, committee meetings, depositions, court dates, etc.), predefined assignees (by role or user) and durations to be established. Tasks exist as a subset to the Case or Matter record in our system and are copied as Calendar Events. A series of out-of-the-box reports enable supervisors to generate reports and analytical graphs or visualizations at the press of a button to capture the status of open work or cases, cases closed by a user or user group, workload metrics; to aid in assignment, and capture task related data. In the Reporting Tools section, we describe the full suite of capabilities LMA offers for queries and report generation and sharing. 5 Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and The tracking of case statistics and progression of a matter or case, and any associated costs, is supported through integrated charts and graphic visualizations, Corporate Counsel-specific matter tracking dashboards, reporting tools, and advanced, standard and simple searches. Additionally, the following out of the box reports satisfy Hawai’i County Counsel’s immediate requirements: 1. Matter / Case Aging Reports – based on the user’s entered date range, provides the age, or time since initiation/creation, of a Case or Matter. 2. Open Status by Attorney – captures active attorney workloads and supplementary matter data. 12 easily identify potential budget shortfalls. 3. Matter by Action Type – captures data on a matter-by-matter type basis, indicating case types that may require additional resources or which are perhaps exceedingly staffed. 4. Chronology Log – all Matters can have this document generated at the click of a button; it produces a PDR document demonstrating a Matter or Case record’s dated and detailed progression through the workflow, and includes key Case / Matter information. The canned reports above are available in addition to reports generated via Hawai’i or Cerebra System Admin-built queries. A native SQL query building tool, EntelliSQL, is also available for the construction of more complex searches, which can be saved as shareable Reports. These canned and ad hoc reports can be saved and shared and the queries that were used to generate them can likewise be saved and shared. EntelliSQL also underpins our proprietary Embedded Analytics feature, which can provide visualizations for any desired metrics. The most user-friendly reporting capability offered in the LMA is the ‘Advanced Search.’ Using the Advanced Search tools, users can construct exportable searches defined by conditional parameters, Boolean search terms, and other rules or logic. All individual, entity, and matter fields in the LMA data model can be queried or included on a search, provided there aren’t any user, role, or organizational data permission restrictions. These searches and reports may be exported to Excel or as PDFs, among other formats. Users may save and share specific search criteria with other users, and/or pin the results of these searches to their landing page. 6 Public records request management Cerebra assumes that, since no external users would have access to the system, Hawai'i Uniform Information Practices Act requests for public information will be created by Counsel users based on inbound requests collected via another system / portal. The LMA comes preconfigured with workflows to assist in the completion and tracking of these inbound requests. By tracking requests through this workflow, users responsible for the processing and completion of public records requests can be notified of deadlines configured to meet the Hawai’i’s Uniform Information Practices Act, or any alternative public records request impacting legislation. This also allows administrative users improved capabilities to understand public request workloads, efficiency, and operations through the reporting tools. 7 Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. The cloud-based LMA would be hosted by Cerebra’s core software provider, Tyler Technologies, in a dedicated or shared environment depending on Hawai’i’s preference. All data on the platform is held in storage on cloud document servers which would be hosted on our FedRAMP moderate platform. The security of data off-site is ensured by use of encryption for data in transit, motion, and at rest, to the standards of FedRAMP, NIST 800-53, DIACAP, and DCID 6/3 for encryption and cryptographic processes. Note that the inclusion of secure data storage, and either hosting option (shared or dedicated) is included in our license quote. 13 8 Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. Detailed below in section: Technical Support 9 Mobile/Remote access that allows each user to access and work with documents in the case management system. The LMA achieves mobile access through two separate means. As a browser accessed and mobile compatible platform, the LMA can be used through any web-connected device including tablets, laptops, phones, or computer stations in different offices/remote-work situations. No additional software, other than a supported web browser such as Chrome, Firefox, Apple Safari, or Microsoft Edge, is needed to use the platform. It should be noted that a user will still be required to comply with security and access standards implemented to meet County’s policies. Alternatively, a fully integrated mobile application is available, which offers an enhanced mobile user experience. The solution would need to be configured to this solution’s specifications, however, and requires the purchase of separate licenses. 10 Customization features that allow each user to configure the case management system to their own specific needs. Cerebra LMA was developed on the Application Platform which, at its core, is a low-code system that promotes ease of development and a great degree of code-free configurability. With even limited training, County of Hawai’i users can create new templates, forms, task types, fields, drop down values, and even add or modify existing workflow steps and transitions. Users may also customize their user experience, restructuring their Home Page layouts to incorporate alternative queues and dashboard listings, or even pin searches and reports for quick access. Users may also select between multiple Section 508 compliant themes. Modifications like these can all be conducted without requiring deployments or system downtime. Request for support from a Cerebra staffed system Administrator is encouraged for more advanced configurations of the platform. Finally, we note that our approach to most changes in the system involve configuration over customization (to the code base). Prioritizing configuration incurs less technical debt, and makes the platform easier to maintain and enhance. 11 The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully utilize its features. Cerebra will install the software, and implement other aspects of the requirements for the Office of the Corporation Counsel pursuant to this RFP’s scope of work. Implementation is detailed below in the section: Implementation. Cerebra will also train users / staff to ensure they can rapidly and confidently adopt the system. Our training methodology is detailed below in the section: Training. 12 Licensing and any associated fees Detailed below in Section: Licensing and any associated fees. 13 Computer hardware requirements compatible with Section 1.6 herein. Cerebra can confirm that the listed hardware is compatible with the LMA. As a cloud-based, browser accessed platform, the LMA only requires up to date browsers; Firefox, Chrome, Safari, Microsoft Edge, or Opera; and a webconnected device. The software itself is hosted on a cloud-services platform provided by our cloud services partner. 14 End User License Agreement The End User License Agreements (EULAs) that the County would need to sign are available at https://www.tylertech.com/client-terms/caseapp-terms. These EULA agreements are designed for public sector entities, such as the County. Note that, because the LMA is an Application Platform product, we inherit Tyler Technologies’ EULA terms and conditions. Technical Support SAMPLE SERVICE LEVEL AGREEMENT ELEMENTS # SLA Sample Cerebra Response 1 System uptime/availability Production system uptime for LMA shall be a minimum of 95%. Additionally, dashboards provided by SolarWinds and Alertra are available as standard practice to measure the performance and operation of hosting centers. 2 Required Maintenance Windows Required maintenance windows will be scheduled, through planning and confirmation with Corporation Counsel/County of Hawai’i stakeholders, so as to minimize disruption of access during the design and requirements collection phase of the implementation. 3 Support Organization Structure The Support Organization is a Tiered structure wherein immediately following the system go-live, a System Administrator may join the project team to support production operations on a part-time basis for the extent of the contract duration. 4 Escalation Process / Support Tiers Any issues not resolved by Cerebra’s Tier 1 (Help Desk) System Administrator support are routed, via email or through a task management platform such as JIRA to Tier 2 support specialists. Tier 2 technicians assist with mid-level technical inquiries including local system set-up, local network issues, compliance with data and interoperability standards, in addition to applying technical solutions to issues that have established resolution methods. Tier 3 support requires deep knowledge of the system’s architecture and technical intricacies – including the makeup of the Application Platform core code. This team will maintain customer-specific customizations, and coordinates issue resolution with application engineers or other technical experts. Any issue that prevents the customer from operating the system as required shall be addressed by the Tier 3 support team. 5 Regular Support Hours Given the time difference, Cerebra would modify its standard Tier 1 and 2 specialists’ availability from 8am to 3pm Hawai’i / Aleutian Time; Monday through Friday. Our standard support hours are from 7 AM-8 PM Eastern Time, Monday through Friday. Intake of support tickets would be available throughout County of Hawai’i’s Corporate Counsel operating times; due to time zone differences, Cerebra’s support operations would be conducted during mainland operating times to resolve these issues, with sizeable overlap in the morning through to the afternoon for live support. 15 Training Our standard training modalities include live virtual, pre-recorded virtual, text and image-based guide, microlearning material, and subject/task/role specific trainings in these various formats. Training Modalities Modality Description Web-based, Instructor-led Training Web-based, but live, training with a training expert that may be recorded for consumption at a later date. This confers cost and scheduling advantages over other modalities. The periodicity of these training events can be scheduled by County of Hawai’i or by Cerebra Team trainers. User Manuals and Guide Pre-written content that provides walkthroughs of specific topics for training in a detailed text and image format. A library of these guides would be made available as PDFs and accessible via online library. Quick References Quick reference guides and tips may be displayed as physical artifacts such as posters, or virtual aids available within the platform, to the extent that such documents can be pinned to the landing page for frequent reminder. Ad-hoc Training As part of Cerebra’s annual support package, a Cerebra System Administrator is available during business hours to provide ad-hoc training for the LMA features/capabilities upon request. Alongside the previously mentioned training documentation, Cerebra would develop and provide a Training Plan that accounts for user adoption as a primary metric of success, built off best practices yet refined to most closely match County of Hawai’i’s specific needs. Documentation for postimplementation training would also be developed and provided to County of Hawai’i. Qualifications of Project Team Assignees to the project include Denit Thomas; the Lead Implementation Consultant, Anil Kumar; Lead Application Engineer, and Miles Bernard; Engagement Manager. Their resumes have been attached to this document as Appendix A. Denit Thomas is an experienced Implementation Consultant with over ten years of experience delivering end-to-end implementation solutions, he joined Cerebra Consulting in January 2023, but supported Cerebra’s India-based sister company, Cerebra IT Services, since 2021. Denit is a certified Application Platform Implementation Consultant and holds a Project Management Professional (PMP). With a proven track record of successfully guiding organizations through seamless software integrations, Denit brings a unique blend of technical acumen and strategic project management skills to drive efficiency and maximize operational effectiveness. A dedicated professional, Denit is committed to ensuring optimal outcomes in every project undertaken. Anil Kumar joined Cerebra Consulting in February 2023, and is an accomplished and skilled application developer; experienced in all levels of the Software Development Life Cycle and capable of not only converting advanced requirements into system designs and architecture, but also of testing and prototyping novel applications. Notably, Anil is the lead technical architect for the Legal Matters Accelerator and has supported and enhanced products on its core software, the Application Platform (Entellitrak), for over six years. 16 Miles Bernhard’s experience with Cerebra begins in December of 2020. Miles possesses almost a decade of experience driving the growth and expansion of IT and professional services consultancies in the United States public sector market. He has been responsible for the delivery of multiple $500,000+ engagements, each of which earned perfect customer ratings. His subject matter expertise is varied, spanning government contracts, IT project management, case management, and cloud platforms and software. Equally important, his strong managerial skills have been leveraged to maximize the performance of the client-facing teams he has led. Project Approach and Plan Implementation Methodology Engineering and support activities must be planned, integrated, tested, monitored, and controlled to ensure that the LMA is implemented according to the County’s specifications. Cerebra embeds extensive quality assurance mechanisms into the implementation process holistically. Cerebra’s management approach provides the County with access to our corporate structure for management oversight, while allowing for flexibility and responsiveness in task execution. While the implementation duration will depend on how closely the LMA aligns to Office of Corporation Counsel needs out-of-the-box, Cerebra's analysis of the scope of work suggests that a go-live timeline of four months is adequate for this LMA installation. We implement using an Agile implementation methodology, as is acknowledged by PMI’s latest work to be the industry-standard approach. The section that follows explains our Adapted Agile approach, which by extension emphasizes our process; alignment with current PMBOK best practices and methodology. Adapted Agile Methodology 17 By soliciting feedback at key intervals, we avoid project delays and produce a system that is carefully aligned to the County’s requirements. Key elements of Cerebra’s Agile approach include: • Joint Application Development (JAD) – meeting with the County/Office regularly to discuss the application and present prototypes. • Rapid Prototyping (getting the product “in front of” the County quickly) – frequent builds allow for the County to evaluate and correct the product iteratively. • A company focus on working software over comprehensive documentation, with the ability and people needed to produce the best-fit level of documentation. • Collaboration with customers and responsiveness to change. • Responsive lightweight project teams which are directly engaged with the County across swim lanes. Our PM, BA, and AEs are able to adapt quickly. • Frequent unit testing, and comprehensive UAT testing and integration of feedback • Adaptive team dashboards (backlogs and story boards) to track and manage progress. It is the Cerebra Team’s experience that Agile projects stay in scope, on target, and within budget using a combination of metrics, monitoring methods, and performance measures: Agile Approach Performance Measures Elements Outline Process Establish Agile Ceremonies for regular activities and team collaboration during sprints 1. Clearly define Agile Team roles and responsibilities 2. Refine the tools for managing team activities during sprints Metrics Release burn-down/burn-up 1. Estimated Percentage Complete (EPC) vs Actual Percentage Complete (APC), utilizing original estimates, case progress, and/or requirements backlog progress 2. Estimate to Complete (ETC) and Estimate at Completion (EAC) Monitoring Methods A validated set of balanced measures that can be used by the project team to monitor performance 1. Frequent feedback, as a key Agile principle (The Cerebra team has experience in managing and processing frequent feedback cycles) 2. Regular status reporting Performance Measures 1. Productivity: burndown charts, story mapping across the project, and tracked product backlogs, etc. allow Cerebra team to validate productivity expectations are met 2. Responsiveness: understanding that Agile implies flexibility to meet common goals 3. Quality: leveraging core COTS capabilities, qualitative code reviews, and applying engineering best practices ensure maximum implementation quality 4. Customer satisfaction: responsiveness, high-quality, and experience in managing complex customer needs are part of how we ensure customers are satisfied, but not the only measures. Frequent customer satisfaction check points and an engaged client care team ensure satisfaction is accurately measured, risks are mitigated, and issues are quickly resolved 18 Data Migration We understand the County seeks to integrate Laserfiche with the prospective solution; but we also noted the possibility of a parallel or future effort to migrate data into the new solution. For transparency, Cerebra is providing a detailed overview of its standard Data Migration approach. Cerebra’s data migration experts and services ensure a high degree of data migration success, predicated on an experienced team, established best practices, and history of large-scale data migration on our proposed platform. Cerebra’s dedicated Data Conversion expert will work closely with the Project Team and County to develop a data migration strategy and implementation plan to transfer and convert documents, data, and metadata from Laserfiche to the LMA Database. This data migration plan maps data to identified sources (e.g., existing legacy tables/columns/data types) to target sites (LMA tables/columns/data types) as the basis for SQL scripts to be developed. Data is extracted from Laserfiche and saved in an intermediate format for data integrity purposes, before being imported into the new Legal Matters Accelerator solution. Measures to preserve data privacy are taken in the case of PII inclusion. Cerebra’s team will validate - with the County staff - all the mandatory fields required for the system’s full functionality, to ensure that all required data to be migrated has an appropriate destination field in the new LMA solution. In the event the County is unable to obtain all the mandatory fields, Cerebra’s team will suggest the most suitable workaround to the County. Cerebra will document the suggested workaround and obtain written approval from County of Hawai’i. Before the full Production system migration effort, our team will migrate/convert existing data to a nonproduction environment. Cerebra proposes two alternatives for this step: 1. Scramble the PII of production data, if feasible, and migrate it to a Test or QA environment; or 2. Establish a secure Migration (MIG) environment and migrate the production data as-is. Migrated data is then validated by Cerebra and dedicated County IT / staff. Once approved, Cerebra will conduct the data migration and conversion of legacy data to the new Legal Matters Accelerator in Office of Corporate Counsel’s production environment. Sample Implementation Plan This implementation plan describes the series of milestones to completion within a four-month timeframe. Cerebra Consulting, Inc. Sample 3 Month Project Plan  *The duration is agnostic to the start date of the project*  ID  Type Task / Event / Effort Duration  (Working Days)   Predecessors  1 Sample 3 Month Project Plan  120   2 Milestone 1.1 Project Kickoff  0    3 1.2 Initial Requirements/ JADs (Sprint 0)  12   4 1.2.1 Kickoff Meeting  1    5 1.2.2 Gather Requirements (JAD Sessions)  5  2  6 Deliverable 1.2.3 Requirement Documentation  2  5  7 1.2.4 Requirements Acceptance  4  6  8 Milestone 1.2.5 Kickoff and JADs Complete  0  4,5  9 1.3 Deliverable Creation  35  2  19 10 Deliverable 1.3.1 Project Management Plan  10    11 1.3.2 Design Document / RTM  10    12 Deliverable 1.3.3 Deployment (Go Live) Plan  10  7  13 Deliverable 1.3.4 Go Live Plan  5    14 1.4 Data Migration (*overlaps with Sprints) *66   15 Deliverable 1.4.1 Data Dictionary Due  40  8  16 Deliverable 1.4.2 Sample backup of Legacy Data Due  20    17 Deliverable 1.4.3 Final Legacy Data Preparation  6    18 1.5 Sprint 1  17  7,8  19 1.5.1 Sprint Planning  1    20 1.5.2 Development  10  19  21 1.5.3 QA  3  20  22 1.5.4 Bug Remediation  2  21  23 1.5.5 Client Demonstration  1  22  24 Milestone 1.5.6 Sprint 1 Complete  0  23  25 1.6 Sprint 2  17  23  26 1.6.1 Sprint Planning  1    27 1.6.2 Development  10  26  28 1.6.3 QA  3  27  29 1.6.4 Bug Remediation  2  28  30 1.6.5 Client Demonstration  1  29  31 Milestone 1.6.6 Sprint 2 Complete  0  30  32 1.7 Sprint 3  17  30  33 1.7.1 Sprint Planning  1    34 1.7.2 Development  10  33  35 1.7.3 QA  3  34  36 1.7.4 Bug Remediation  2  35  37 1.7.5 Client Demonstration  1  36  38 Milestone 1.7.6 Sprint 3 Complete  0  37  39 1.14 QA/Data Migration Sprint  9  38 40 1.14.1 Sprint Planning  1    41 1.14.2 Data Migration  1  17 42 1.14.3 QA  4  41  43 1.14.4 Bug/Issue Remediation  2  42 44 1.14.5 Client Demonstration  1  43 45 1.15 UAT  8    46 1.15.1 UAT  5  44  47 1.15.2 UAT Remediation  3  46  48 Deliverable 1.15.3 UAT Signoff  0  47 49 1.16 Training  20  52 50 Deliverable 1.16.1 Establish Training Plan  5    51 Deliverable 1.16.2 Provide Training Materials  0    52 1.16.4 Conduct Training Sessions  15  53 53 Milestone 1.17 System Go Live  0  48 54 1.18 Post Go-Live Support  20  67 20 Pricing Due to the nature of how Application Platform licenses work, an unlimited number of accounts can be created, in this case to represent each attorney or support staff. The limitation is, instead, on the number of users that are concurrently accessing the platform (on the site at the same time). Should the need arise, adding or removing licenses is made easy through the platform, and allows for a more flexible approach and response to changes in user access demand to the platform. If a surge of users, or growth in the County, causes increased access demand then contacting the Cerebra System Administrator or Point of Contact to requisition additional licenses can resolve the issue. We note that implementation, migration, interface, and training are non-recurring costs that would only impact the first year of use and that afterwards only licenses (with their associated annual escalation), Support & Maintenance, and if desired additional training would reoccur in further years of use. YEAR 1 Item Name Price Type Cerebra Legal Matters Accelerator SaaS Licenses - 38 Concurrent User (CCU) Licenses $100,448.80 Recurring Implementation $65,000.00 Deliverable End User Training $4,200.00 Deliverable Annual Support - Premium Package (Tier 1-4)* $9,256.00 Recurring Pre-Tax Total: $178,904.80 N/A GET Taxes (State and County) $8,429.99 N/A TOTAL: $187,334.79 N/A OPTION YEAR 1 Item Name Price Type Cerebra Legal Matters Accelerator SaaS Licenses - 38 Concurrent User (CCU) Licenses $106,475.73 Recurring Annual Support - Premium Package (Tier 1-4)* $9,256.00 Recurring Pre-Tax Total: $115,731.73 N/A GET Taxes (State and County) $5,453.28 N/A TOTAL: $121,185.01 N/A OPTION YEAR 2 Item Name Price Type Cerebra Legal Matters Accelerator SaaS Licenses - 38 Concurrent User (CCU) Licenses $112,864.27 Recurring Annual Support - Premium Package (Tier 1-4)* $9,256.00 Recurring Pre-Tax Total: $122,120.27 N/A GET Taxes (State and County) $5,754.31 N/A TOTAL: $127,874.58 N/A 21 OPTION YEAR 3 Item Name Price Type Cerebra Legal Matters Accelerator SaaS Licenses - 38 Concurrent User (CCU) Licenses $119,636.13 Recurring Annual Support - Premium Package (Tier 1-4)* $9,256.00 Recurring Pre-Tax Total: $128,892.13 N/A GET Taxes (State and County) $6,073.40 N/A TOTAL: $134,965.53 N/A OPTION YEAR 4 Item Name Price Type Cerebra Legal Matters Accelerator SaaS Licenses - 38 Concurrent User (CCU) Licenses $126,814.30 Recurring Annual Support - Premium Package (Tier 1-4)* $9,256.00 Recurring Pre-Tax Total: $136,070.30 N/A GET Taxes (State and County) $6,411.63 N/A TOTAL: $142,481.93 N/A 22 Sample Screenshots Home page dashboard The Home Page Dashboard is the source of easy access to a user's cases and relevant, day-to-day, information. From the Open Matters and Assigned Tasks boards, a user may navigate through hyperlinks directly to where their attention or action is requested. The status of all assigned matters or tasks can also be garnered at a glance through auto-generated metrics. Home Pages are configurable/customizable on a user-by-user basis. Due to sizing restrictions, we are including a broken out / staggered view of the home page left and righthand panels below. Righthand Home Page Panels 23 Matter Page The Matter page is the landing page of a legal matter and contains matter detail information, assigned user data, the notes and comment section, as well as any other pertinent data. This landing page is also home to the workflow diagram, featured in the next screenshot. As the landing page it also serves as the page for navigating to other tabs for a matter if a user wasn’t brought to that tab by a hyperlink directly. Advanced Search Advanced Search supports users in the construction of searches that go beyond simple terms, which are supported by the Simple Search. More granular control over terms, fields included in the search, and supported logic results in a simple interface for constructing advanced searches and reportable outputs. 24 Reporting Tool LMA provides over half a dozen mechanisms to pull and view system data. Foremost, our integrated analytics and visualizations offer a configurable graph and chart generation tool. For quick counts, the system offers a Standard Search function – which returns a pre-structured listing, on users’ web browsers, of data based on single or multiple conditions. The Reports Module and the Advanced Search functions all allow for more complex and/or canned queries to be configured and exported as HTML (web browser), Excel, Word, or PDF documents as well as distributing via email. All can be Saved and Shared across Roles or Users (with analogous Roles), and Advanced Searches in particular make for an intuitive reporting capability – one that can be defined by conditions and set up easily by non-technical users. Finally, the system offers the following canned reports and “Request Reports” listings out of the box: 1. Case / Matter Report by Status 2. Chronological Reports 3. Open Status by Attorney 4. Case / Matter Aging Report 5. Matter / Case by Status 6. Matter / Case by Action Type The reporting tool allows for the rapid and easy generation of pre-configured reports. These reports are exportable in a variety of formats but come pre-configured with HTML, PDF, DOC, XLS, XLSX, and CSV as available options. 25 Analytics The integrated analytics tool allows users to generate visualizations of reports, either from preconfigured reports or through the construction of their own queries. These visualizations can be exported and support a wide variety of supervision and administrative reporting requirements. Document Search The document search utility allows users to quickly find a document containing phrases or terms, and provides additional support through filtering tools which enable users to constrain the search more narrowly. 26 Workflow Map This diagram provides at a glance understanding of where a matter is within its specified workflow and the status and stages within the chart change depending on what matter type and associated workflow is selected. Task menu The Task menu displays the existing, assigned tasks for a matter with a variety of metadata associated to the task. This table can be filtered on the basis of any of the listed criteria and allows for prioritization of tasks. Collaborative Document Editing and Workflow The collaborative editing tool allows users to simultaneously make edits and write new content for documents, while tracking the review and approval of such changes in support of users working on documents without leaving the LMA, and with documents retaining their associations. 27 Document Templates The document template tool allows for frequently used forms and documents to be templatized, and made readily available to call upon. In some cases, fields can be automated to complete with captured data. Template values can be edited by privileged users to further define the template to the given need. 28 New Task Menu The new task menu supports the creation and assignment of tasks, with fields for due dates and times, priority, role-based assignment as well as user-based assignment, instructions, and a field for attaching files. Upon completion of this menu, users that are assigned or subscribed to the assigned user role will receive notification and begin tracking the task on their assigned page. Calendaring The integrated calendaring tool manages a user's calendar and automatically adds events assigned to them, their role, or any matter that they are subscribed to. Clicking on the events within the calendar can direct a user via hyperlink to the relevant page. The calendar can be organized by task and event status or date ranges. 29 Outlook Calendar Sync The Outlook Calendar Sync button automatically adds a user’s LMA Calendar events to their Outlook calendar – ensuring that user’s always have access to notifications and events. Notes and Tagging The Note and Tagging functionality enables users to discuss a matter within a comment tracking system, enabling multiple-threads of discussion, as well as tagging for notification. When a user is tagged with this functionality, they receive a notification to their system inbox, as well as their email inbox; in both cases containing a hyperlink that directs them to the tagged comment. These comments can also be exported and searched within the system. 30 System Data Permissions The System Data Permissions menu enables administrative users to easily manage privileges at a granular level. This menu operates on the individual user, user role, or user group tier and divides controls among the various document, matter, functionality, and object levels. From there the administrative user may further modify access through create, read, update, delete, assign, and search privileges at a matter, document, or global level. Matter Specific Audit Log The matter specific Audit Log actions taken on a matter and it’s various parts. These changes are likewise tracked in the system audit log, but for convenience are broken out here. 31 Appendix A – Key Personnel Resumes Denit Thomas Role: Lead Implementation Consultant Professional Overview Denit Thomas is an experienced Implementation Consultant with over ten years of experience delivering end-to-end implementation solutions. Denit is a certified Entellitrak specialist and holds a Project Management Professional (PMP). With a proven track record of successfully guiding organizations through seamless software integrations, Denit brings a unique blend of technical acumen and strategic project management skills to drive efficiency and maximize operational effectiveness. A dedicated professional, Denit is committed to ensuring optimal outcomes in every project undertaken. Skill Summary Visualization Tools Microsoft Office, Microsoft SharePoint, Microsoft Visio Development Tools Agile Scrum, TDD Project Management Tools Planview, Jira, Confluence Educational Qualification and Honors • B.S., Computer Applications - Indira Gandhi National Open University • Project Management Professional (PMP) • Certified ScrumMaster (CSM) • Certified Scrum Product Owner (CSPO) Professional Experience Company Position Tenure Cerebra Consulting, Inc. Application Developer January 2023 – Present Cerebra IT Services, Pvt Ltd. Senior IT Project Manger March 2021 – January 2023 NCR Corporation India, Pvt Ltd. Project Manager/ Technical Lead January 2007 – June 2018 Organization: Cerebra Consulting, Inc., PA, USA Title: Technical Lead Project: One Resource One Resource is a low code platform product implemented by Cerebra at its clients, helping them adopt a rapid software development model. As part of this program, there are multiple projects with ABM Industries. Responsibilities: • Spearheaded the implementation of the One Resource platform across various divisions within ABM, aligning with their specific needs and promoting a rapid software development model. • Actively participated in requirements gathering sessions with ABM product owners, ensuring precise configuration and alignment with project objectives. • Managed the integration between Cerebra Azure and ABM Azure cloud environments, overseeing the seamless flow of data crucial for project success. 32 • Worked closely with lead architects from both ABM and Cerebra, ensuring adherence to industry standards throughout the implementation process. • Led the development of automated test cases using Rest Assured, enhancing the efficiency and reliability of the testing process. Organization: Cerebra Consulting, Inc., PA, USA Title: Technical Lead Project: Document Apprising Led a groundbreaking project at ABM utilizing OCR and Machine Learning to extract valuable data from thousands of contract documents, subsequently enabling the company to derive meaningful analyses. Responsibilities: • Orchestrated the planning process for the entire project, leading a team of developers. Given the absence of master data, devised a strategic approach to extract and grade data based on its significance to the company. • Provided crucial guidance to the team on the selection and implementation of technical tools, including Python modules, spaCy, and ML models, ensuring optimal utilization of resources for project success. • Acted as the primary point of contact between the development team and the product owner at ABM. Ensured seamless communication and alignment of deliverables with the scheduled milestones. Organization: NCR Corporation India, Pvt Ltd. Title: Senior Consultant Project: Vodafone Oman Mobile App Oversaw a multi-vendor collaboration with Kumoco acting as the system integrator, focusing on the development of the API Gateway for the Vodafone Mobile App. Responsibilities: • Collaborated with leadership and the team to ensure Kumoco's deliverables for the API Gateway aligned seamlessly with the overall project requirements. • Facilitated coordination among multiple geographically distant vendors to progress the development of the mobile app. • Led the planning and execution of high-impact performance testing for the solution using JMeter and Mountebank, ensuring optimal functionality and reliability. • Worked closely with the Chief Architect to develop TMF-based APIs and collaborated with DBAs to set up the deployment pipeline, utilizing tools such as Jenkins, Docker, and OpenShift. • Took charge of developing the test suite for smoke testing, employing Rest Assured API-based testing methodologies to ensure the robustness of the solution. • Worked closely with Vodafone to plan, develop, and complete critical project milestones according to the established schedule. Organization: NCR Corporation India, Pvt Ltd. Title: Technical Project Manager Project: QuoteBuilder Led a multi-year, multimillion-dollar project, QuoteBuilder, with an extensive product development duration spanning several years. This pivotal project aimed not only to integrate two critical sales applications at NCR but also to introduce a suite of new features to enhance the overall solution. QuoteBuilder served as the core application for the global sales team, making it one of the most critical and high-profile projects with intricate integrations with various applications. 33 Anil Kumar Role: Lead Application Engineer Professional Overview Anil Kumar is a technical professional with over ten years of experience leading the implementations of low-code case management systems. As a subject matter expert, analyst, manager, and developer, Anil focuses on translating high-level initiative requirements into detailed low-level requirements, ensuring a comprehensive understanding. He excels in distinguishing user requests from underlying true needs. Past projects involving case management development have relied on Anil’s abilities to manage product roadmaps, identifying and gathering features based on business strategy. Skills Summary Framework Tools Struts, Hibernate, Spring, Spring Boot, Spring Security, Angular Application Servers Oracle WebLogic, IBM Websphere, JBoss Databases Oracle, DB2, SQL Server Educational Qualification and Honors • B.T. in Computer Science Jawaharlal Nehru Technological University Hyderabad, India • Certified Entellitrak Application Engineer Professional Experience Organization: Cerebra Consulting (February 2023- Current) Title: Sr. Application Engineer Responsibilities: • Develop and design a legal/judicial low-code case management solution from the ground up • Support scoping for technical requirements on proprietary case management solution Organization: West Virginia Office of Insurance Commissioner (May 2021 – February 2023) Title: Sr. Application Developer Responsibilities: • Involved in various phases of Software Development Life Cycle (SDLC) which includes requirement gathering, modelling, analysis, architecture design and prototyping • Developed the monolithic application and involved in migrating the existing monolithic applications Organization: Virginia Department of Medical Assistance Services (April 2020 – May 2021) Title: Sr. Application Developer Responsibilities: • Involved in the design, development, and testing phases of Software Development using Agile Methodology • Responsible for designing and developing web-based applications using object-oriented programming • Designed front-end pages in the application for user interfaces using Html/CSS, jQuery and JavaScript Organization: California Department of Social Services, Sacramento, CA (March 2018 – May 2019) Title: Application Developer Responsibilities • Designed and developing prototypes on Tyler Technologies’ Case Management Development Platform • Implemented Spring Security for API using JWT and Spring Security Oauth for multi-factor authentication 34 Miles Bernhard Role: Engagement Manager Professional Overview Miles Bernhard possesses almost a decade of experience driving the growth and expansion of IT and professional services consultancies in the United States public sector market. He has been responsible for the delivery of multiple $500,000+ engagements, each of which earned perfect customer ratings. His subject matter expertise is varied, spanning government contracts, IT project management, case management, and cloud platforms and software. Equally important, his strong managerial skills have been leveraged to maximize the performance of the client-facing teams he has led. Educational Qualification and Honors • B.A., International Affairs, The George Washington University • His role as Practice Director contributed to Cerebra’s induction into the: Inc. 5000, recognizing the 5000 fastest corporations in the United States; Philadelphia 100, recognizing the Philadelphia metropolitan area’s 100 fastest companies • 2019 ICF Public Sector Group Rookie of the Year Professional Experience Organization: Cerebra Consulting, Inc. Title: Public Sector Director/Delivery Lead (December 2020 – Present) Responsibilities: As the head of the Public Sector Business Unit (PSBU), Miles is responsible for defining and executing the firm’s strategy to expand Cerebra’s presence in the United States local, state, and federal markets. He leads business development efforts in addition to actively supporting client engagements, both directly and as Cerebra’s dedicated account lead. Since joining Cerebra, the PSBU established critical partnerships and improved internal operational processes, which have led to the doubling in size of the practice both in personnel and revenue. Organization: ICF International Inc. Title: Lead Consultant (July 2018 – December 2020) Responsibilities: Miles served as the project lead for a mission-critical IT implementation for a financial regulatory client. In this role, he supported the integration of a next-generation Case Management System (CMS) that brought significant efficiencies to the customer's investigative processes, posturing the agency to operate efficiently during hiring surges. He concurrently consulted for another customer’s implementation of ServiceNow; defining its operating model, codifying its release and change management processes, and integrating and enhancing its governance structures, the organization was able to maximize the platform’s derived value. Miles was also engaged to support a Federal customer’s Data Loss Prevention (DLP) program. By integrating novel data analysis and business intelligence solutions, the client’s ability to identify potential data leaks was revolutionized, which contributed to the reduction of the agency’s risk exposure. Miles earned perfect (5/5) client satisfaction scores in all of his client engagements with ICF. Additional Professional Experience Organization Dates Industry Position/Title Alliance Pointe, LLC. 2017-2018 Federal Management Consulting Analyst Morgan Stanley & Co, LLC. 2016-2017 Finance Analyst Wilson Consulting Group, LLC. 2015-2016 Cybersecurity Business Development 35 Bid Zip RFP #4548/CiviCentric Inc._1036172/TabulationByVendor_RFP#4548_orgId_1036172.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: CiviCentric Inc. Page of 1 1 General Comments: Thank you for your consideration. General Attachments: AccessE11 - Hawaii County RFP - final.pdf Bid Zip RFP #4548/CiviCentric Inc._1036172/AccessE11 - Hawaii County RFP - final.pdfHawaii County Hawaii County REQUEST FOR PROPOSAL: 4548 Electronic Case Management System April 15, 2024 Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 2 Letter of Transmittal Ken Workun CiviCentric Inc. 15 Letchworth Rd Ottawa, ON K1S 1J3 April 12, 2024 Electronic Case Management System County of Hawai'i I submit a proposal of an electronic case management system for the County of Hawai'i. The product name is AccessE11, and it is a Software as a Service product that can be remotely accessed from any device. The intent of this document is to showcase how AccessE11 would meet the requirements of Hawai'i county regarding their electronic case management system. The product will be provided as written in the document below, at a base cost of $18,500 annually. The initial onboarding will be an additional one time charge of $3,000, for a grand total in the first year of $21,500. Signed, _____________________________________ Ken Workun, CEO DocuSign Envelope ID: BEE1F0C3-CC1C-4253-9A54-509FF89E6788 Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 3 Table of Contents Letter of Transmittal .......................................................................................................... 2 Executive Summary ............................................................................................................ 4 Mandatory Requirements......................................................... ......................................... 6 Company Background ..................................................................................................... 10 Overview ...................... .......... ................................ ................................ ................................ ............................. 10 Business Information ................................ ................................ ................................ ................................ ....... 10 Roles and Responsibilities ................................ ............................ .... ................................ ............................ 10 References and Experience ................................ ................................ ................................ ......................... 10 Technical & Functional Capabilities ............................................................................... 12 Workplan & Implementation ........................ .................................................................... 21 Workplan ................................ ................................ ................................ ................... ............. ............................. 21 Data Population and Migration ................................ ................................ ................................ ................. 22 Implementation Support ................................ ................................ ................................ ............................... 22 Implementation Timeline ................................ ................................ ................................ ............................... 23 Pricing Estimate ................................ ................................ ................................ ................................ ................ 25 Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 4 Executive Summary AccessE11 is a cloud-based, SaaS solution designed specifically to meet the needs outlined in this RFP. It is currently in use by over 150 customers, with 50+ municipalities leveraging the software in North America to achieve similar goals. It is an ideal solution for organizations looking to solve the common issue of how to cost effectively track and manage residents’ interactions with the city without being overly cumbersome to implement or use. AccessE11 provides all the key components needed to accept, track and communicate service requests across 5 main pillars. 1. Provides simple online access for citizens to report and track status of their service requests or concerns. Provides automatic emails to the citizens requesting service of any updates, further information requirements, and closes the loop when the request has been completed. 2. Automates job assignment to the appropriate staff and provides automated notification of new work assignments as well as any updates to issues they are already working on. Issues can be easily shared amongst staff for more efficient response times and to prevent any issue falling through the cracks. 3. Supports real-time integration to GIS and other municipal software systems to eliminate manual processes, improve response time and avoid errors. 4. Provides rich service tracking dashboards and reporting functions. These provide stakeholders with simple-to-understand information on request volumes and service response performance broken down by department/issue type, along with the tools to enable evidence-based decision making by senior management or town council. 5. Citizen Relationship Management: Fully featured contact management including tagging, rich segmentation via list building, as well as citizen interaction history to better inform future dialogues and to provide an understanding of relevant interests for future communications. AccessE11 has a track record of working with our customers to adapt and extend functionality based on their changing needs. We are committed to providing our customers with exceptional support and ensuring they have the training needed to be successful with the rollout. This includes a well-established onboarding process, as well as regularly scheduled, free training sessions for all our customers to allow new features to be understood, and new staff to come up to speed quickly. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 5 We would encourage Hawaii County to read our customer reviews from other organizations and speak with our references to truly understand our commitment to this market. AccessE11 is a solution that is easy to use, easy to adopt, and with the support needed to ensure staff feel confident using our software. It has been developed over the past 10 years with a singular goal of providing government organizations with a tool that addresses their desire to enhance customer service for their residents while driving efficiencies for their staff. The software was developed in close collaboration with several lead customers to realize a solution that is powerful and feature-rich, while still being easy to use. We continue to meet with existing customers on a regular basis and adapt the software to their changing needs. The system is being used to support many departments including Public Works, Waste Management, Internal IT, Code Enforcement, Parks and Recreation and also for all general inquiries. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 6 Mandatory Requirements A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract re view, and transaction matters. Documents can be stored under both cases and contacts, ensuring any pertinent information is linked to the correct source. Adding attachments to a case or contact is achieved by dragging and dropping files as needed or, alternatively, by selecting files from the file system on the device. Any of the following file types can be attached to a service request: png, jpg, jpeg, gif, pdf, doc, docx, xls, xlsx, csv, zip, ppt, pptx, rar, txt, msg, eml, wav, mp3, mp4, wma, webp, webm, hevc, heic, heif, avif, jxr, hdp, wdp, jp2, j2k, jpf, jpx, jpm, mj2, apng, mov. If a new file format not currently supports is required by Hawaii County, we can adjust the list of accepted files. Any note that is created can include links to external documents and websites, if there are any externally hosted documents that need to be attached to a case or contact. B. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case mana gement system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. Case and data conversion from Laserfiche is supported by the platform. AccessE11 customers can extract formatted data (CSV, Excel) from existing systems that can be directly imported into AccessE11 using the data import tool, or various existing scripts we have developed. The data import tool is included at no additional fee and offers a UI-driven approach for importing or updating contact data. Import jobs support a drag and drop approach for mapping source data to AccessE11’s data structure, offer options for duplicate handling, allow for visualization of mapping results prior to executing an import, and provide roll-back capabilities in the event that the import needs to be reverted. C. Security features to protect confidential information. Through roles and permissions, AccessE11 controls the access to the different confidential pieces of information. Administrators manage user accounts and differentiated roles, service requests, and contact group assignments within the web application. All report contents are restricted by the permissions of the user running them. There are multiple case office roles: - Office Basic users are limited to working only on service requests that they are directly assigned to. - Office Staff are granted additional privileges including access to a more comprehensive office-wide dashboard for a broader view of all service requests currently being managed. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 7 They can see the activities of other team members and can collaborate on non-confidential work items. - Office Managers get a full view of all activities and are also able to customize and adapt the platform’s settings, including defining service request categories, setting default assignees and SLA parameters, creating intake templates and email templates, editing staff accounts, and more. Separate from the case office roles, there are also multiple outreach role definitions to control the manner in which staff can participate in citizen engagement activities. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administr ative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. With our upcoming release, scheduled for Q2 of this year, we have developed a sub-task management built into the case management system. With this functionality, users can set up deadlines and date requirements and workflow automation through task assignments as the issue progresses through the different stages. Templates can be defined to automatically create deadlines and their associated tasks as soon as a new case is created. Administrators (supervisors) accounts can be configured to access all cases in the system and their associated reporting functionalities. This would allow them to set up reporting regarding the status of open cases, tasks, and even automate those reports on a periodic basis. There is no direct integration with Teams and Microsoft exchange for meetings. E. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potential budget shortfalls. Built-in reports offer, out of the box, answers to the most common analysis and statistical needs. Access to raw data in Excel and CSV format is also provided for custom reporting in Excel and other reporting tools. Trends are viewable via the many embedded graphs within the dashboard, and advanced filtering allows reports to include exactly what needs to be reported on, not more, not less. Reports can be scheduled and automatically distributed on a user-defined basis. For specific needs like how long a case remains open by attorney and costs associated with a particular case or matter, custom reports can be built by the AccessE11 professional services teams upon request, at extra costs. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 8 F. Public records request management. Records requests can be set up like any other case category, with tasks, due dates, and assignees. AccessE11 allows document storage on both the citizen and the case, which means when a citizen makes a record request, documents may be easily retrievable from their contact page. Once redacted, the finished documents can then be stored on the case page, easily accessible for future reference. G. Secured data storage on - site and off - site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. AccessE11 is a fully cloud based SaaS solution and the subscription price included in this document includes all associated costs. All data is securely stored in AWS servers, encrypted at rest and in transit. All the data transfer takes place through encrypted (HTTPS) channels. The database is stored in AWS RDS. The database itself is encrypted by AWS. In terms of backups, AccessE11 DB backups are encrypted using AES-256-CBC. RDS snapshots and EFS backups (for attachments, reports, etc.) are performed and managed by AWS and are encrypted using block level encryption. In both cases, the encryption keys are AWS managed (via their KMS). H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawai ʻ i standard time. At AccessE11, we're committed to providing unparalleled customer support to ensure seamless operations and satisfaction. Our dedicated support email is available to all users, making it convenient to forward any questions, concerns, or challenges you may encounter. During standard business hours, our average response time is less than one hour, allowing for prompt resolution of your queries. Understanding that issues don't always arise within the confines of a 9-to-5 schedule, we also offer a toll-free support hotline. This ensures immediate assistance from one of our trained support agents for any urgent or off-hour situations. I. Mobile/Remote access that allows each user to access and work with documents in the case management system. AccessE11 can be utilized by any staff member with an internet enabled device. This includes a fully responsive mobile version of the website, as well as a mobile app for simple case updates and contact information. Both the mobile and web version of the application allow access to all documents in the case management system. J. Customization features that allow each user to configure the case management system to their own specific needs. Each user is equipped with the ability to personalize their dashboard, showcasing only the cases pertinent to their role. These dashboards are individually tailored, reflecting the unique Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 9 preferences of each user, ensuring that they are always engaged with the most relevant information. On a broader scale, administrators have the flexibility to mold the system to align with the organization's core objectives. They can customize specific case categories, case custom fields, contact attributes, case statuses, design intuitive intake templates, and email templates, all aimed at ensuring efficient case management. K. The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully utilize its features. Since the platform is a SaaS (Software as a Service) offering, there is no programming, installation, or integration effort required. Onboarding, including but not limited to customization, setup, data import, and end user training, is following our industry proven approach that has delivered smooth AccessE11 deployment for years. Detailed implementation plan is available in the workplan and implementation section. L. Licensing and any associated fees. See Pricing Estimate section for pricing details. M. Computer hardware requirements compatible with Section 1.6 herein. No specific hardware requirements are needed, outside of an internet enabled device with a modern browser. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 10 Company Background Overview CiviCentric Inc is a SaaS (Software as a Service) company based out of Ottawa with a focus on creating products for municipal case management and constituent engagement. The AccessE11 platform was developed starting in 2013 and has been in operation with other customers since 2015. The software has more than 150 customers using it and we continue to grow our AccessE11 customer base by 30% year over year. We have more than 7000 unique staff users on the platform and our existing customers created more than 400 000 service requests last year alone. Customer reviews speak to the platform’s strengths in this space. We have received 4.8 star ratings on both Capterra and G2 where we are the #1 rated citizen issue management software solution. Business Information AccessE11 is managed and developed by CiviCentric Inc. Our business address is 15 Letchworth Rd, Ottawa ON, K1S 1J3 and we can be reached at 1-833-613-4311. You can learn more about CiviCentric at www.civicentric.com and the product AccessE11 at www.accesse11.com. Roles and Responsibilities Taylor Elderton, taylor.elderton@accesse11.com, +1 403 892 7598, will be able to assist with any issues or questions that may arise throughout the entire process. Rene Villeneuve, rene.villeneuve@accesse11.com , +1 613 806 4048, is responsible for the commissioning of the platform and the training of new AccessE11 customers, along with understanding and overseeing third-party system integration deliverables. Ken Workun, ken.workun@accesse11.com, +1 613-799-3979, the CEO and founder of AccessE11, is available at any time to deal with issues that are not resolved to your satisfaction with the account and technical leads. References and Experience At Access E11 we pride ourselves in establishing a strong relationship with our customers. You can read reviews from other municipalities on G2, Capterra or Google at the following URLs: Check out our Reviews on G2! • Check out our reviews on Capterra! Check out our reviews on Google! If you would like to speak personally with other municipalities that are currently benefiting from AccessE11, we would welcome you to contact any of the following existing AccessE11 customers: Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 11 Douglas W. Downs, Director of IS City of Lauderhill o: 954-730-3021 | m: 954-931-1204 ddowns@lauderhill-fl.gov Michael B. Veitch, Business Manager City of Saratoga Springs Dept. of Public Works 518-587-3550 ext. 2556 michael.veitch@saratoga-springs.org United Counties of Stormont, Dundas, and Glengarry, msmith@meaford.ca 519 538-1060 ext. 1115 Town of Arnprior Kaila Zamojski, Deputy Clerk kzamojski@arnprior.ca (613) 623-4231 ext 1818 Hasting Highlands David Stewart, CAO/Treasurer: dstewart@hastingshighlands.ca (613) 3382811 Ext. 289 “With an easy-to-use dashboard for tracking cases, we are now populating data for the development of work plans and budgets and easily identifying and reporting on customer issues. The system is both cost-effective and easy to set up. Support from the team at AccessE11 has been impressive and very responsive.” Midland “AccessE11 is so easy use, my staff needed only 15 minutes of training to get started. My public works department loves the mobile application. AccessE11 is a time saver and is more powerful than you would expect from a package that is so inexpensive.” North Stormont Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 12 Technical & Functional Capabilities Ability for the public to submit paperless compliments and complaints through easily accessible online tool. AccessE11 includes a fully automated case management system that offers intake through various channels such as a configurable web form and email, as well as having user interfaces to facilitate phone and walk-ins and a rich API to allow intake case data from other systems. Ability to create, store, print , and retrieve case information both by citizens and staff . Citizens can submit cases through an included Web Form and can follow progress, see status updates, or add additional information through the Private Citizen Portal accessible by only the citizen that submitted the case. For staff, selected requests will show the most valuable details of the request in the “case card” summary on the AccessE11 dashboard. The Service Request Detail screen can also be accessed to see the full information by clicking on the request id. There is also a universal search function where a request’s details can be opened directly from anywhere in the application. Staff can print any case summary as both a PDF to be emailed and directly to the printer. Summary reports have various options that allow the inclusion of notes, mapped location, and more. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 13 Profile management and customization options Each user is equipped with the ability to personalize their dashboard, showcasing only the cases pertinent to their role. These dashboards are individually tailored, reflecting the unique preferences of each user, ensuring that they are always engaged with the most relevant information. On a broader scale, administrators have the flexibility to mold the system to align with the organization's core objectives. They can customize specific case categories, design intuitive intake templates, and generate email templates, all aimed at ensuring efficient case management. Collaboration/workflow tools for case management Case routing is automated based on assignment rules set by office admins to facilitate workload distribution among staff. Case update and resolution communication is also automated, with staff and citizens involved in the process of sending configurable communication regarding the progresses of the request. On a per-category basis, it is simple to set the following configurations: • one or more default assignees, for example, a specific departmental user or users • a default follow-up steps and required completion times. • a default due date for the case to allow SLA monitoring or enforcement. • a case intake template outlining the instructions to follow or the data to include in the request, thus assisting staff and citizens in providing the full and correct information required and reducing the number of interactions needed to address the concern. • and more. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 14 Document management Documents can be stored under both cases and contacts, ensuring any pertinent information is linked to the correct source. Adding attachments to a case or contact is achieved by dragging and dropping files as needed or, alternatively, by selecting files from the file system on the device. Any of the following file types can be attached to a service request: png, jpg, jpeg, gif, pdf, doc, docx, xls, xlsx, csv, zip, ppt, pptx, rar, txt, msg, eml, wav, mp3, mp4, wma, webp, webm, hevc, heic, heif, avif, jxr, hdp, wdp, jp2, j2k, jpf, jpx, jpm, mj2, apng, mov. If a new file format not currently supports is required by the organization, we can adjust the list of accepted files. Any note that is created can include links to external documents and websites, if there are any externally hosted documents that need to be attached to a case or contact. Public and private portal interfaces: Public portal – citizens would submit cases and have ability to keep track of their case. Citizens can submit cases through the configurable web form, email submission, by phone or in person. Upon submission of a case, the citizen can automatically receive an email with case details and estimated resolution time. They are also given a unique URL in the email which provides access to a private portal showing all the citizen-available details of any cases they have submitted. Private portal (internal view) would keep track of all case investigations internally. AccessE11 comes equipped with a web-app and mobile app which allow staff complete control over cases internally. From this app, which is the main case management application, staff can add notes, change status, due date, priority, and re-assign the case, Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 15 among other features. There is a vast array of features present in the case management internal portal and every field (other than case number) Is editable after the fact. Staff can also upload any relevant documents, photos, videos, and other multimedia file types to cases as necessary. The AccessE11 system, allows all cases to be managed by the staff member they are assigned to through both an at-a-glance case card view, as well as the detailed view pictured above. Integrated data analysis tools and data reporting tools Reporting is as simple as filtering the dashboard or using the Advanced Find to consider only service requests of interest based on criteria; for example, by nature of requests, location, assignee(s), dates, and more. Trends are viewable via the many embedded graphs within the dashboard, or comprehensive reports can be generated with a single click. The system also includes the ability to select whether to include personally identifiable information, how to handle secure and internal notes, whether to list attachments, and whether to include a map with the summary of each service request. Extensive built-in and custom PDF, Excel, and CSV reporting capabilities are also included to make it easy to share and make sense of this data. These can be scheduled and automatically distributed on a user-defined basis. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 16 Automated notification status updates of cases Citizens will automatically be sent emails when their case has been opened, if any citizenfacing notes are included, and when the case is resolved. Email templates for this purpose are easily configured by case office admins. All staff will be notified of any service requests assigned to them or when their service requests are updated by others. Reporting features to track complaints by type, by officer, and by location. AccessE11 includes a series of out-of-the-box detailed reports available in formatted Excel format for easy reading or CSV for importing into other systems or further analysis. Users also have access to dashboard reporting, whereby a comprehensive report of the user’s dashboard contents can be generated with a single click. These reports can be generated for any case field, including officer, type, location, and more. Finally, reporting can be done by filtering service requests to show a freeform user-defined geographic area or setting up pre-defined districts/wards/etc in the system and using a drop-down list to define them. Fully responsive , ADA Compliant First and foremost, all citizen facing modules of AccessE11 are fully compliant with the Americans with Disabilities Act (ADA) and Web Content Accessibility Guidelines (WCAG). This ensures that the software is accessible to people with disabilities, including those who use screen readers or other assistive technologies. One of the cornerstones of AccessE11’s design philosophy is ease of use. A lot of effort has been invested in crafting a user interface that both municipal staff and citizens can easily navigate, regardless of their level of technological expertise. The intuitive design reduces the learning curve and encourages more citizens to engage with their local government. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 17 Web and mobile ready The software is web-based and is compatible with any modern browser. This ensures that it is accessible from a variety of devices and operating systems, further broadening its user base. AccessE11 is designed to have mobile responsiveness, ensuring that it can be used on any modern device with an internet connection. For staff users of the system, there is also a mobile app. This app allows workers who aren't in the office to receive real-time updates about new assignments, keep track of pending tasks, update the status of tasks directly from the field, and even report any new issues encountered outside of the office. H igh level security/encryption The systems architecture follows AWS best practices for security and has been reviewed by AWS architects and validated by independent 3rd party assessment. The operational database used by AccessE11 is PostgreSQL running on the AWS RDS infrastructure. Details on the RDS security can be found here: https://aws.amazon.com/rds/features/security. AccessE11 weekly DB backups are encrypted using AES-256-CBC. RDS snapshots and EFS backups (for service request attachments, etc.) are done by AWS and are encrypted using block-level encryption. In both cases, the encryption keys are AWS managed (via their KMS). KMS uses "a distributed fleet of FIPS 140-2 validated hardware security modules". All data is encrypted in transit and at rest. The database is secured using AWS best practices and is hidden behind three layers of protection. 1. an Application Firewall protecting the application itself, 2. a system firewall to prevent access to any servers, and 3. an additional network firewall between the application and the database to ensure that only the application has access to private data. It’s possible to turn on 2FA, so that all users must whitelist their devices to access the system so that even if their password is compromised, they must validate the connection via their email address before they are able to access the system from a new device or location. Cloud based, deliverable in a software as a service (SaaS) platform AccessE11 is delivered as a cloud-based Software-as-a-Service offering and as such does not require any onsite installation of software or require any method of access beyond a modern web browser with internet access. User Personas: a. Administrators b. Users c. Citizens Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 18 Administrators manage user accounts and differentiated roles, service requests, and contact group assignments within the web application. All report contents are restricted by the permissions of the user running them. There are multiple case office roles: • Office Basic users are limited to working only on service requests that they are directly assigned to. • Office Staff are granted additional privileges including access to a more comprehensive office-wide dashboard for a broader view of all service requests currently being worked on. They can see the activities of other team members and can collaborate on all visible work items. • Office Managers get a full view of all activities and are also able to customize and adapt the platform’s settings, including defining service request categories, setting default assignees and SLA parameters, creating intake templates and email templates, editing staff accounts, and more. Citizens do not have a user access role, as their only connection to the system is by initial submission of the case and viewing progress/leaving notes on their citizen portal. By design, citizens do not have any login credentials when they try and submit a case. Not requiring residents to remember usernames or passwords has been recognized to simplify the process and make residents more comfortable using the system. Customizable Intake Forms For any service request type, AccessE11 allows for the creation of an “intake template” where staff are presented with the set of questions to ask or the information needed to address the issue. AccessE11 allows case office administrators to quickly define content that relates to individual service request types. Using this approach, customer service agents are guided through the intake process with the confidence that complete and correct information gets captured during the first interaction with a constituent. Intake templates are also integrated into AccessE11 web forms so that online requests are handled similarly. The web form itself can be configured to only show specific case categories, and is customized with the brand logo and colors. 99.9% uptime guarantee, 24 hours a day, 7 days a week The Service is hosted in AWS using infrastructure that supports full redundancy both locally and across physical locations, offering maximum protection against service disruption. Our service availability commitment is: 24 x 7 x 365, 99.9% average over a month not including scheduled downtime/maintenance. Technical support At AccessE11, we're committed to providing unparalleled customer support to ensure seamless operations and satisfaction. Our dedicated support email is available to all users, making it convenient to forward any questions, concerns, or challenges you may encounter. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 19 During standard business hours, our average response time is less than one hour, allowing for prompt resolution of your queries. Understanding that issues don't always arise within the confines of a 9-to-5 schedule, we also offer a toll-free support hotline. This ensures immediate assistance from one of our trained support agents for any urgent or off-hour situations. Automatic backups The database architecture includes point-in-time recovery of the DB within the past 7 days. Snapshots of the DB are taken daily. Daily snapshots are retained for a week, weekly snapshots are stored for a month, and monthly snapshots are stored for 3 months. E asy to use with a user - friendly interface. AccessE11 was created specifically for municipalities and provides an easy-to-use, affordable, high-performance, and modern platform. The system supports all current browser technologies and includes fit-for-purpose, intuitive web interfaces for staff and citizens alike. New requests require only three fields (resident, category, and brief description of the request), allowing for basic service requests to be created in seconds. The UI is laid out in easy-to-understand modules that cross-link to each other with a single click. Automation ensures minimal data entry and at-a-glance dashboards allow simple edits and updates to be completed on any service request from a single screen without needing to navigate away. Extra help is available with a combination of an online knowledge base for users and, where needed, contextualized help within the application itself. Customizable to meet specific requirements The system is fully customizable at each level to completely suit the needs of each organization. At the user level, the dashboards are configurable to highlight specific cases based on user-defined criteria. At a case workflow level, case intake and distribution can be fully customized by admins to decide what happens when each category, or subcategory, of cases gets submitted. This includes the intake form content, SLAs (service level agreements), who the case is assigned to, and even the email communication to the constituent. Finally, the web form itself is customized to the brand layout of the organization. A udit trail and logging. Every note, change, or update done to a case is automatically time stamped with the date, time, and user of the individual who made the change. These stamps are not editable and are visible in the case history tab of every single case. This includes who originally opened the case, and who closed the case. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 20 S trong password support The AccessE11 web application for municipal employees utilizes a proprietary login technology. This technology is a highly secure system which includes Multi Factor authentication, as well as the ability to block and filter IP addresses. All login attempts are monitored and tracked by the system automatically. Online knowledgebase AccessE11 hosts a general knowledgebase for all users that is constantly being updated with FAQs, best practices, and video instruction as common requests on the needs and questions of current users. Our existing knowledge base includes 50 articles and several how-to videos. While there are currently no articles or FAQ's for constituents submitting cases through the software, that is simply due to the fact that it has not been a necessary addition based on our conversations with current users. Being as our knowledgebase is crafted through the needs of users, it is something that could get added in the future if requested. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 21 Workplan & Implementation AccessE11 is delivered as a cloud-based Software-as-a-Service offering and as such does not require any onsite installation of software or require any method of access beyond a modern web browser with internet access. Workplan Initial deployment To get started with the implementation of AccessE11, full integration with other back-end systems is rarely required. Data migration is generally straight forward, and once completed, the system can be made fully operational in a stand-alone fashion. In our experience, it is very cost beneficial to launch the solution in this way for a short period, to determine where non-automated data flows are impacting service delivery. From there, any specific systems creating a data bottleneck can be integrated to reduce efforts and streamline delivery. Integration Services AccessE11 supports integration with external systems using a range of options: • A combination of configurable APIs, webhooks and an integration framework support real-time, outbound integrations to other software platforms. For example, AccessE11 can forward service requests, work orders, or specified updates by defining what user behaviors should trigger these calls to third-party system APIs, and what information to send across. • Extensive CSV import/export capabilities exist within the platform to support regular, non-real time data flow. For example, to export issues onto a GIS platform, or to import new contact data on residents. • A suite of RESTful APIs is available to accept inbound, real-time or batch updates from third-party systems. • Zapier (www.zapier.com) can be used as an integration hub for AccessE11 and other systems that are compatible with this approach. In our experience, integrations generally come with unique data transfer requirements and require a discovery process prior to implementation. AccessE11’s professional services team support and develop integrations based on these specifics. An integration plan will need to be developed once additional information can be supplied that further describes the systems needing integration, their APIs and data structures, and the data that needs to be moved between them. AccessE11 offers the Application Programming Interfaces (APIs) to integrate with other systems including CRMs, asset management software, and workforce automation tools. Once the integration plan is developed, we can offer a fixed price quote for this work. Generally, these can be completed in 1 to 3 weeks. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 22 Where additional services are requested for enhancements, customizations, or integrations, the AccessE11 professional services team can engage to: • Initiate a discovery process to fully understand requirements. • Prepare a detailed Statement of Work (SOW) capturing scope, schedule, and cost for the work. • Assign a project manager with responsibility for managing allocated resources, the project schedule, risks, issues, status meetings, reporting and change control. • Execute on the SOW specifications including all software development, nonstandard documentation and training development, system testing, deployment, and configuration. • Jointly develop and agree acceptance criteria and an acceptance test plan with Hawaii County • Support customer acceptance testing and resolution of gating issues. Data Population and Migration A majority of AccessE11 customers can extract formatted data from existing systems that can be directly imported into AccessE11 using the data import tool, or various existing scripts we have developed. The data import tool is included at no additional fee and offers a UI-driven approach for importing or updating contact data. Import jobs support a drag and drop approach for mapping source data to AccessE11’s data structure, offer options for duplicate handling, allow for visualization of mapping results prior to executing an import, and provide roll-back capabilities in the event something goes wrong. With respect to pre-existing GIS data, with the esri ArcGIS integration module, the ability to configure real time views of specific ArcGIS layers of interest can also be completed using GUI driven features within the application itself. Where built in tools are not sufficient, a separate professional services engagement would be needed once a full understanding of the pre-existing data and detailed import goals are understood. Implementation Support The AccessE11 Customer Experience team will work directly with Hawaii County on all aspects of initial deployment configuration and training. And once in production, the team will remain available to provide ongoing support and to answer any questions. As noted Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 23 above, this is guided by a proven process that has been used successfully with many municipalities across North America. Where additional customization or integration services are involved, this will include the dedicated project management resources from AccessE11 with responsibility for managing allocated resources, the project schedule, risks, issues, status meetings, reporting and change control. Implementation Timeline Unlike most CRMs, AccessE11 was built with the needs of municipalities in mind. As such, comes with a range of features to adapt the solution to each of our customer’s requirements through configuration rather than changes to core software. As a result, initial implementation for our customers is quick, easy, and primarily driven by the ability to schedule end-user training. We will work with municipalities to complete the following steps, ensuring they are ready to start utilizing the software quickly and trouble-free. •Who will be using the system? What will their roles be? •Which Case Categories would you like? •What wording, logo and colors would you like for the Web-form and Citizen Portal 1. Fill out the Onboarding Document (Completed by Municipality) •Case Offices Created •User login credentials created •Data import completed with data file provided by you 2. System Set-up (AccessE11 Staff) •Admins are trained on how to customize and modify case office settings •Case office configuration is completed 3. Hands-on Administrators Training •All office staff and basic user roles are trained •Basic tasks on how to log-in, add and manage cases, find contacts and run reports 4. Hands-on "Getting Started" Training •Additional training for all staff after they have had a chance to get familiar with the software •Tips and tricks / best practices •Refresher on more complicated activities •Q&A and discussion 5. Guided Follow-up Training Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 24 At this stage, the municipality’s system will have been fully configured on the production servers, users will have been trained, and a final decision can be taken to expose the customer-facing interfaces and initiate real-world use of the platform with staff. Initial system set-up with user accounts and a case office can be achieved in less than a day following the completion of the onboarding document. Case office admin training generally follows immediately, followed by data import activities and detailed configuration (case categories, case intake templates, email templates, etc.) by the admin using the features within AccessE11 provided for these activities. Customer service and operations staff training then follow with the entire process, expected to take 2 to 4 weeks. Hawaii County Apr 15, 2024 Electronic Case Management System P a g e | 25 Pricing Estimate 1. Annual Software Licenses Description AMOUNT Base subscription to the AccessE11 system Included in this package are: - Unlimited users - One case office - AccessE11 email support - Access to knowledge base - Mobile app for staff - One webform (inc hosting) $19,500.00 Public Citizen Portal (inc hosting) (optional - not included in final price) $1250.00 Private Citizen Case Portal (inc hosting) (optional - not included in final price) $1250.00 ESRI ArcGIS Integration Module (optional - not included in final price) $1250.00 2. One Time Deployment, Configuration and Training Managed Deployment Service Bundle Includes: - Deployment advisory services - Municipal specific setup – templates, categories creation support - Training for approximately 40 users $3,000.00 3. Integrations/Customizations As per future SoW as needed. Integrations are expected but cannot be quoted until more details are provided on API’s and desired data exchange with other systems. $ - 4. Software Cost, Yearly Breakdown Project Cost, Year 1 $22,500.00 Project Cost, Year 2 $19,500.00 Project Cost, Year 3 $19,500.00 Project Cost, Year 4 $20,500.00 Project Cost, Year 5 $20,500.00 Total Project Cost Years 1 through 5 $102,500.00 Bid Zip RFP #4548/ECS Imaging, Inc._290832/TabulationByVendor_RFP#4548_orgId_290832.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: ECS Imaging, Inc. Page of 1 1 General Comments: General Attachments: RFP 4548 Electronic Case Management System.pdf RFP 4548 Electronic Case Management System Redacted.pdf Bid Zip RFP #4548/ECS Imaging, Inc._290832/RFP 4548 Electronic Case Management System.pdfNAME OF PROPOSAL ELECTRONIC CASE MANAGEMENT SYSTEM RFP 4548 Submitted To: COUNTY OF HAWAI’I OFFICE OF THE CORPORATION COUNSEL Date Submitted: May 6, 2024 Valid Through: August 5, 2024 Submitted By: ECS Imaging, Inc. 5905 Brockton Ave. Suite C Riverside, CA 92506 Toll Free – (877) 790-1600 Phone: - (951) 787-8768 Fax - (951) 787-0831 www.ecsimaging.com sales@ecsimaging.com 2 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM County of Hawai’i 25 Aupuni Street, Suite 1101 Hilo, Hawai’I 96720 ATTN: Department of Finance Dear Department of Finance, Established in 1990, ECS Imaging became a Laserfiche Solutions Provider in 1995 and has been the largest provider of Laserfiche Document Management solutions in the western United States for 29 consecutive years. ECS Imaging is the longest running and largest provider of Laserfiche in California since 1995. The company currently holds the rank of third largest in the World. With over 30 years of experience in the industry, over 400 public and private sector customers, and a large technology staff to serve you, ECS is the best qualified partner to implement and support your Laserfiche system. We are committed to delivering unparalleled service and support for your Laserfiche system now and into the future. Laserfiche provides a user-friendly and robust feature set including workflow and business process management, integrated electronic forms, automated data capture tools, granular security, and many integration capabilities. The system is highly customizable and scalable to support thousands of users and an abundance of information. Laserfiche is easy to install, easy to learn, and easy to use. The system will be implemented by a team of professionals who have been implementing and supporting Laserfiche systems for over 28 years. ECS is a Platinum Certified Laserfiche Solutions Provider and maintains the largest, most experienced engineering, project management, and support staff to serve you. We have experienced business analysts to assist with designing, consulting, and implementing automated processes and integrations with third party systems. With over 100 years of collective implementation experience, our subject matter experts can provide you with an invaluable resource that is hard to match in the document management industry. We are also a Laserfiche Premier Partner. Unique with ECS Imaging Support, we offer free Webinars, User Groups, Annual Conference, and a monthly E-newsletter to all our clients. In providing this, we offer a unique advantage that gives our clients additional training opportunities, a forum for sharing ideas, use case knowledge in the Laserfiche Community, updates on the latest features and functionality of Laserfiche at no additional cost. These training and consulting opportunities are ECS’ way of giving back to our clients on an ongoing basis. The ECS customer first approach is validated by the volume of satisfied ECS customers and our high customer retention rate year over year. Many customers who started with us in 1995 are still using Laserfiche being supported by ECS. ECS’s consistent 5-Star Google rating from our customers is a testament to our success and the success of our customers. ECS will be your document management partner not only during project implementation but well into the future as we continue to provide exceptional best practices, consultative recommendations, and support for your Laserfiche system. ECS is a California certified small business and 100% women owned. Thank you for your consideration. Sincerely, Debbi Bodewin Chief Consulting Officer 951-787-8768 x1109 debbi@ecsimaging.com 3 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM TABLE OF CONTENTS EXECUTIVE SUMMARY .......................................................................................................................................... . 4 COMPANY BACKGROUND AND EXPERIENCE .......................................................................................................... 5 EXPERIENCE AND CAPABILITIES ........................ ................................................................................................................. 6 ORGANIZATIONAL CHART - CONFIDENTIAL ............................................... .......................................................................... 9 PAST PERFORMANCE (REFERENCES) - CONFIDENTIAL ............................................................................. .............................. 9 LASERFICHE QUALIFICATIONS ......................................................................................................................................... 15 TECHNICAL SPECIFICATIONS AND FUNCTIONAL REQUIREMENTS ......................................................................... 17 MANDATORY REQUIREMENTS – CONFIDENTIAL ........................... ..................................................................................... 17 COST PROPOSAL - CONFIDENTIAL ................................................................................. .................................................. 38 LASERFICHE RIO PRICE LIST ....................................................................................................................... ..................... 39 ECS IMPLEMENTATION, PROJECT MANAGEMENT, TRAINING AND ONGOING SUPPORT - CONFIDENTIAL ........... 44 ROLES AND RESPONSIBILITIES................................................. ........................................................................................ 44 PROJECT PLAN .............................................................................................. .............................................................. 45 PROJECT STATUS ...................................................................................................................... ................................... 47 PROJECT PERSONNEL .............................................................................................................................................. ...... 47 ECS SCOPE OF WORK SOLUTION – CONFIDENTIAL............................................................................................................. 47 SYSTEM REPORTING, DATA MIGRATION, AND INTEGRATION .............................................................................. 52 LASERFICHE PRODUCT DESCRIPTIONS AND FEATURES ....................................... .................................................. 56 4 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Executive Summary ECS Imaging is proposing the Laserfiche Document Management System to meet County of Hawai’i’s comprehensive Case Management needs for its immediate and future requirements. Leveraging the existing Laserfiche platform, ECS has the expertise and capabilities to meet and exceed the requirements of this RFP. ECS has over 28 years of experience implementing Laserfiche ECM Solutions and has been recognized as a top 3 worldwide leader by Laserfiche in 2017 and named Laserfiche Enterprise Partner of the Year in 2024. ECS is a certified Laserfiche Premier Partner, provides Laserfiche support and services to more than 30 Counties and is the current Laserfiche Solution Provider for the County of Hawaii. ECS is proposing the existing Laserfiche platform which has been a county-wide solution standard for more than 15 years. The existing user licenses in the Corporation Counsel and IT departments would be leveraged to provide a central repository for managing the retention and storage of Hawai’i County’s documentation and images, while providing ease of access and robust security. Users will access the system through a user-friendly, Windows-centric, Web browser interface, or Mobile device. The existing Forms and Workflow features will automate the routing, notifying, reporting, indexing, and filing of documents. OCR and process automation will assist in the processing of both new and old data needing importation or imaging. Integration with MS Office suite is inherent in Laserfiche and will provide time savings collaboration. Laserfiche is a trusted software solution by more than 40,000 sites worldwide including more than 1/3 of the Counties nationwide, and 3,000 Cities. The Laserfiche software solution meets all the required capabilities outlined in the RFP and much more. The software provides easy-to-use document management, document storage and retrieval capabilities through an intuitive and flexible interface that will be easily customized to meet your specific needs. Flexible licensing allows us to deliver the solution currently needed and will allow scalability for future growth. Users will access the system through a user-friendly, Windows-centric, Web browser interface, or Mobile device. Laserfiche e-Forms will provide the tools to create truly paperless processes from start to finish. The built-in capture platform will automate the recognition, indexing, and filing of documents. Workflows will assist in processing of both new and old data needing approval, routing, and filing. The Laserfiche solution will be implemented by a team of professionals who have been installing and supporting Laserfiche for 28 years. Based on our experience in the industry, longevity as a Laserfiche Solution Provider, and our highly qualified support and technical staff, you will find ECS Imaging to be an exceptional partner for your current and future document management needs. Our Customer focused Team is dedicated to our customers’ success and resolving any issues efficiently and effectively. ECS has a depth of knowledge and experience with over 200 Laserfiche certifications collectively, along with many network and database certifications, we can provide support for the full Laserfiche product suite. ECS will provide the knowledge we have gained through the implementation and support of over 400 Laserfiche systems across the United States. ECS Imaging has been one of the largest providers of Laserfiche enterprise content management solutions since 1995. Our long history of successful installations and “Client Centric” approach to building comprehensive solutions is underscored by our extensive list of supported accounts. Through a strategic partnership with ECS Imaging, we know that this project and future ones will be a success. Based on our extensive experience in the industry you will find ECS Imaging to be an exceptional partner for your content management needs. 5 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Company Background and Experience ECS Imaging has been in business for 33 years and has maintained the same mission since its inception; the customer comes first. With a strong leadership team delivering a consistent vision, ECS works to provide our customers with the highest quality service possible. Our mission of blending technology to meet business needs has been the foundation. ECS became a Laserfiche Solutions Provider in 1995 and has achieved top performance recognition consistently every year since. The company services our customers’ implementations from our Headquarters in Riverside, with Team Members serving all of California. ECS Imaging has the highest certification level possible as a Platinum Certified Laserfiche Solution Provider. We are honored with the consistent ranking as the top Solutions Provider in the western United States for 27 consecutive years and achieving status as the 3rd largest Laserfiche provider in the world since 2017. ECS was recognized as the Laserfiche Enterprise Partner of the Year for 2024. Our efforts are focused on helping organizations become more efficient by automating manual tasks and eliminating paper-based business processes. We specialize in providing local government innovative turn-key document management solutions with the award winning Laserfiche Enterprise Content Management Systems. ECS Imaging is a full-service document management solutions provider offering a full range of turn-key services including: ▪ Laserfiche Software Installation and Consulting ▪ Project Management ▪ Systems Integration ▪ Cloud Migration Services ▪ Business Process Automations and Consulting Services ▪ Data Conversion Services ▪ Digital Signature Solutions ▪ On-going Support of Software and Hardware ▪ Remote and On-Site Training and On-going Support ▪ Out-of-the-box Integrations and Custom Integrations with 3rd Party Applications ▪ Custom Documentation ▪ Scanning Services (including Large Maps, Microfilm, Microfiche conversion) ▪ Complimentary Quarterly User Group Workshops with Training ▪ Complimentary Annual Training Conferences (20 Years) ▪ Complimentary Monthly Training Webinars Our goal is to help organizations of all sizes improve business operations and increase productivity. We can help your organization: Eliminate Paper Based Processes, Automate Data and Information Collection, Secure Information from Unauthorized Use, Simplify and Secure the Management of Business Records, Meet Regulatory Compliance Needs, and more. 6 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Experience and Capabilities With the largest technology staff of any Laserfiche Solution Provider in the Western US, we have the expertise, experience, and proficiency to successfully install and support any size Laserfiche system for any type of business. We have implemented systems for individual departments, multiple departments, multiple locations, Enterprise wide and Nationwide. We are a local government specialist with over 150 City and 20 County Laserfiche implementations. We understand the industry compliance requirements for government and document management in general. Our targeted focus provides expert consultative knowledge shared with our entire customer base. Additionally, ECS provides a personal touch with a dedicated implementation, project management and customer success team assigned to your projects. All ECS Executive, Sales and Technical staff attend training sessions on an annual basis. Staying up-todate and informed on the latest features and enhancements within Laserfiche and the Document Management Industry providing our clients with the best consulting and support services available. As a Platinum Certified Laserfiche Solutions Provider, all ECS Technicians are Laserfiche certified and currently hold over 200 Laserfiche Certifications collectively. ECS has earned Winner’s Circle status annually for over 20 years. Laserfiche Winners Circle is an exclusive annual recognition for only the top Laserfiche Solution Providers that demonstrate outstanding sales, performance, best practices, and a commitment to exceptional customer service. Recently, ECS received the 2022 Transformation Award, and 2022 Laserfiche Cloud Solution Provider of the Year. ECS was also awarded the Enterprise Partner of the Year for 2024. Additionally, ECS is now a Laserfiche Premier Partner. This new Partnership standard assures our customers we have passed new benchmarks for Customer Success, Satisfaction, and expertise in the product. Laserfiche Workflow is a built- in, robust, activity-based business process automation tool that will simplify, organize, and expedite the way you do business. ECS regularly provides services to design and implement business process automation solutions for our customers. Automated processes include but are not limited to: • Automated Taxonomy for Document Filing and Processing (Naming conventions, Auto-Filing, OCR Processing, Auto-indexing and more) • Routing Content for Review, Delegation and Approval • Collaboration with Multiple reviewers and levels • Routing in sequential, parallel, conditional, and ad hoc methods • Database Lookups (Prepopulate Index Fields and Data Validation) • Customizable E-Mail Notifications and Reporting • Auto-fill PDF’s and Word Documents • Calculations of missing records and retention management • Integration using ODBC lookups, C#, VB Scripts, MS Exchange, and Custom • Reporting to evaluate insights, monitoring, productivity, and analysis of the business processes • Pre-built Out of Box Workflows Laserfiche Forms is a built-in, web-based tool allowing you to replace paper forms with easy-to-design web forms that can be embedded on intranets, public websites and from within the Laserfiche Web Client. ECS has broad experience in building and implementing hundreds of Forms and Forms processes. Following is a broad range of some examples: 7 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM • Human Resources Forms o Time-Off Requests Form o Travel and Expense Requests Form o New Employee Onboarding and New Hire requests o Personnel Action Form o Employment Application Form: City of Hesperia: https://permits.cityofhesperia.us/Forms/HR-EmploymentApplication • Public Records Request Form o City of Azusa: https://publicdocs.ci.azusa.ca.us/Forms/pra o City of Diamond Bar: https://edocs.diamondbarca.gov/Forms/PRR o City of Lancaster: http://prr.cityoflancas terca.org/Forms/prr • Accident Report Request: City of Clovis PD: https://cpdonlinereport.ci.clovis.ca.us/Forms/TAR • Agenda Submission Form • Election Nomination Form • Purchasing Departmental Forms o Contract & Amendment Submittal Form o Vendor Information Form • COVID-19 related forms and processes • Universal Funding Request Form, Grant Forms, and many more o Hawai’i County: https://records.hawaiicounty.gov/Forms/NPGrantApplication Laserfiche offers Solution Templates (at no additional cost) which feature pre-built processes and forms tailored for a range of business needs. You can download and use these as templates for your own processes with minimal configuration. ECS has developed a Contract Approval Routing System that is available on the Laserfiche Solution Marketplace, also at no additional cost. ECS Imaging Laserfiche WebLink Clients - See how some of our clients are taking advantage of Laserfiche’s WebLink Public Portal - https://ecsimaging.com/documents-on-demand/ System Integration - Laserfiche provides the ability to easily send and pull data information from itself to other business applications in the organization. The ECS team of professionals has executed successful integrations between Laserfiche and 3rd party applications using multiple tools provided including the SDK toolkit, Out of Box Connector wizard, Workflow, Forms and out of box URL links. Common Integrations including but not limited to: • Financial Systems: Tyler-InCode Technologies, Munis Financial, JD Edwards, Eden Financial, Springbook, QSS, Peoplesoft Financials, SAP • ERP/CRM Systems: Peoplesoft, NeoGov, Datatel, Microsoft Navision & Dynamics, Linux-Based, Green-screen, Banner, SalesForce, Redtail • Permit Systems: Sungard Permits, H.T.E., Accela, Eden, Tyler-Energov* • GIS Systems: ESRI, AutoDesk, Geo Docs • Law and Justice: ISD Court Case Management, HITS (Hawaii Island Tracking System), ECS Custom Upload to District Attorney, Mugshot and Sixpack Applications, Criminal Justice Information Systems (CJIS) • Other Applications: Microsoft Office & SharePoint, PlanetPress Transactional Documents, Psigen capture, DocuSign Digital Signatures, OneSpan eSignatures, Granicus, eScribe • Cloud Hosted: Amazon Cloud, Azure and private • And hundreds more with Laserfiche Connector 8 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM * Tyler EnerGov Integration by ECS Imaging - In 2015, ECS Imaging developed a custom integration with the Tyler EnerGov permit system. The Integration offers organizations the ability to centralize long term and archival storage of EnerGov documents and files in Laserfiche. The integration automates the process for sending documents to Laserfiche in an intelligent way – through dynamic routing – that stores incoming documents and metadata into an easy to browse folder structure in Laserfiche. The seamless integration provides users the ability to easily retrieve documents directly from Energov while being stored in Laserfiche. The Integration works with both the Tyler Energov On-premises and Cloud Versions. Data Conversion / Migration - ECS has performed many data migrations and has the tools and expertise to ensure a smooth transition. We will design a data migration strategy that maximizes the speed of your migration while balancing the need to eliminate downtime. Conversions include documents and associated data such as file names, index values, and annotations. Conversion list. The following provides a list of over 30 different systems converted by ECS to Laserfiche: 1. Questys 2. FileNet 3. LibertyNet 4. AX/OTG/Legato 5. Sire 6. OnBase 7. ImageNow 8. DISC Image 9. Image X 10. Documentum 11. SharePoint 12. Papervision 13. Alchemy 14. Microsoft Access 15. OpenText 16. Minolta 17. Sytech 18. Content Verse 19. DAZEL 20. ImageFlow MuniMetrix 21. HP Trim/Rim 22. Infoworks 23. Exigen – Visiflow 24. Fortis/File Magic 25. Alfresco 26. Stellant 27. ATPAC 28. DocStar 29. Excalibur on VAX 30. IBM Content Manager 31. Versatile 32. Sytech 1DocStop 33. Presynct Technical Experience and Certifications Certifications: ▪ MBA ▪ PMP ▪ CompTIA A+ ▪ CompTIA Network+ ▪ AIIM Capture Practitioner ▪ Laserfiche Platinum Programming Languages: ▪ C++ ▪ C# ▪ Java Script ▪ HTML/HTML5 ▪ VB.NET ▪ Visual Basic ▪ SQL How the ECS Team is here for you: Executive Team ✓ Key Stake Holders ✓ Ensuring (ARO) Accountability, Responsibility, Ownership ✓ Leadership Customer Success Team ✓ Main Point of Contact /Feedback ✓ User Experience and Success ✓ Coordination of Services ✓ Product Consulting Project Management Team ✓ Projects for Business Process Improvements ✓ Automated Workflows & Forms Processes ✓ Laserfiche Integrations ✓ Training on Laserfiche solutions Technical Support team ✓ Technical Support ✓ Updates and Upgrades ✓ Server and Cloud Migrations ✓ Training on products 9 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Organizational Chart - Confidential Past Performance (References) - Confidential ECS is committed to our customer’s success: By providing exceptional and consistent implementation, training, and support services we can ensure that our customers have the tools and knowledge to successfully achieve their document management initiatives. This is reflected in the feedback we have received from our customers through over 90+ 5-Star Google Reviews. Links to Google Reviews and Customer Success Stories. County of Hawai’i 101 Aupuni Street #325, Hilo, HI 96720 Contact: Benjamin McMillan, IT Analyst for Prosecuting Attorney’s Office Phone: (808) 934-3314 Email: Benjamin.McMillan@hawaiicounty.gov System Configuration: The County’s Rio enterprise system is the County-wide standard. Includes over 700 Full Users, 2 Weblink Public Portals with unlimited users for internal and public with view only access, Forms Professional, Forms Portal, Quick Fields Context, Quick Fields Agent, Import Agent, Plus for Publishing, SDK Toolkit, and ScanConnect. Used in 22 Departments County-wide. A separate application server environment is used for the Prosecuting Attorney Dept. which is on a separate domain. Multiple applications are integrated with Laserfiche. 10 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Public Portal access link: https://records.haw aiicounty.gov/weblink/Browse.aspx?dbid=0&startid=24914&cr=1 County of Hawai’i Grant Success Story in 2022 leveraging Laserfiche Forms: https://ecsimaging.com/2022/12/county-of-hawaii-grants-applicat ion-form-and-process/ See Online Grants Application Form https://records.hawaiicounty.gov/Forms/NPGrantApplication Planning Department Success Story: The County of Hawaii’s Planning Department is in Hilo on the Big Island of Hawaii and is responsible for gathering information to assist Planners in evaluating factors pertinent to land use on the Big Island and to provide technical advice to the Mayor, Planning Commission and the County Council on all planning and land use matters. The Department is also in charge of Subdivision and Zoning Codes. Within the Planning Department is the Long-Range Division which handles Legislative Review and Testimonies, General Plan Amendments, Code and Rule Amendments, Community Development Plans, Ordinances and Resolutions, The Land Use Inventory and Consultant Services Contracts. Managing land use responsibilities involves dealing with a lot of documents. Not only did the Planning Department require a quick and easy way to access and retrieve their documents, but they also needed to be able to link all related documents together so they could access all pertinent information at the same time. After networking with other County departments, the Planning Department decided that Laserfiche would be the best solution for their business process requirements. Some of the deciding factors included how seamlessly Laserfiche integrates with Microsoft Office applications, how quickly and easily it can be incorporated into the existing system management infrastructure without a major investment of programming time, the fact that the system can grow with their organization to easily accommodate new departments and an expanding workforce, and ultimately, how easily and quickly information can be shared. Laserfiche was able to maximize efficiency, productivity, and profitability for the Planning Department. Laserfiche has eliminated manual searching for hard copies of correspondence. The best part is having the ability to know where a file is in the process by giving them the ability to search and access documents at any point in the process. It has eliminated costly errors associated with manually processing paper such as misfiling or losing records altogether. Laserfiche is being used by the Long-Range Division to manage permits and related correspondence. Incoming correspondence is scanned into Laserfiche and dropped into the Long-Range repository that was built from scratch to store all correspondence relating to permits belonging to her section. At that time the correspondence is then updated with metadata with additional information that can be viewed at-a-glance to see who is working on that file. In Laserfiche, all related permits are combined to this file by creating a short-cut which connects the files together as cross-referenced documents. Signed letters are also scanned into a file that was created and the signed letter is immediately mailed out. Laserfiche even catches numerical errors before the hard copy is mailed out. When the documents are scanned into the appropriate folder in Laserfiche, the numbers must match. If they do not, they are shown to the Planner for corrections. Documents can be emailed directly from Laserfiche as either a link to internal users who have access to Laserfiche or as an attachment to recipients who do not have Laserfiche. It removes the obstacles of 11 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM sharing information. Not only is Laserfiche less expensive than the previous system, but the amount of physical labor also required to index the documents decreased substantially. Laserfiche is a pragmatic cost-efficient solution with the benefits of Laserfiche content and business process management distributed throughout the organization. And, because Laserfiche simplifies many business processes, employees work less overtime, experience less stressful situations, and are generally healthier and happier. The goal for the Planning Department is to educate all staff on how to use Laserfiche most effectively. To have users know that they can travel from workstation to workstation and be able to access the information stored in Laserfiche at any location empowers staff to use their time more efficiently. San Bernardino County Behavioral Health 303 E. Vanderbilt Way, San Bernardino, CA 92415-0026 Contact: Anjy Divine, Business Systems Analyst Phone: (909) 383-3993 Email: Angelie.Divine@dbh.sbcounty.gov Project Description: Customer since 2023, Laserfiche Subscription Business Tier with 37 Full Users, Forms Professional, Forms Portal, Audit Trail, Weblink Public Portal, 30 Participant Users (read-only repository access and participate in Forms processes, e.g. contract review and approval), Quick Fields Complete w/ Agent, Import Agent, Direct Share (secure file share up to 200 MB for 30 days), Sandbox w/ 10 Users, Connector, and SDK. Below are examples of Health Case Management Forms for SBCBH: See 4 Tabs: Case Info, Tasks, Recent Cases, Resolve Case. Once all the tasks are completed, and the case resolves, then form closes and files into repository. 12 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Automated Process can also fill out fillable PDF Form and save to repository. 13 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM County of Ventura Public Defender 800 S. Victoria Ave L#1920, Ventura, CA 93009-1920 Contact: Araceli Correa, Public Defender Office Coordinator Phone: (805) 477-7138 Email: Araceli.Correa@ventura.org Project Description: ECS installed a Laserfiche Avante system in 2014. In 2017, the County upgraded to Laserfiche Rio. The system now includes 530 Full Users, 50 Forms Authenticated Participants (users who can participate in Forms processes with read-only repository access), 20 Hybrid Users, Direct Share, Forms Professional, Forms Portal (allows submission of web-based fillable forms by the public), Starter Audit Trail, Import Agent, Quick Fields Agent (for automated data capture), and the SDK. Customer Success Story - Using Laserfiche Forms and Workflows to Streamline Legal Processes: https://ecsimaging.com /2022/08/ventura-county/ City of Lake Elsinore 130 S Main Street, Lake Elsinore, CA 92530 Contact: Candice Alvarez, City Clerk Phone: (951) 674-3124 xt 262 Email: calvarez@lake-elsinore.org Project Description: Customer since 2008 when ECS installed a Laserfiche system with 7 users. The City has added additional licensing and expanded their system with an upgrade to Avante performed by ECS in 2012. ECS currently supports the City’s Laserfiche Avante system with 40 Full Users, Forms Professional, Forms Portal, 5 Forms Participant Users, Starter Public Portal, Quick Fields Real-Time Lookup and Zone OCR, and Import Agent. ECS also provided services to convert 40 GB of data to Laserfiche. We have also provided scanning services to the Engineering and Building and Safety Departments. Customer Success Story: https://ecsimaging.com/2022/02/city-of-lake-elsinore/ Public Records Request: https://lookout.lake-elsinore.org/Forms/Public -Records-Request Weblink Public Portal: https://lookout.lake-elsinore.org/WebLink/Welcome.aspx?cr=1 City of Dublin 100 Civic Plaza, Dublin, CA 94568 Contact: Marsha Moore, City Clerk Phone: (925) 833-6650 Email: marsha.moore@dublin.ca.gov Project Description: ECS acquired the City through a VAR transfer in 2003, performed a database migration and conducted several upgrades. The City’s current Laserfiche system includes access for 60 users, Plus Plug-In and Weblink (both added in 2006), Import Agent (added in 2008), and ScanConnect for use with MFPs (Multi-Function Peripherals). Customer Success Story: https://ecsimaging.com/2023/10/city-of-dublin/ Weblink Public Portal: https://citydocs.dublin.ca.gov/WebLink/Welcome.aspx?cr=1 14 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 15 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Qualifications Laserfiche Leads in Local Government ▪ Laserfiche began in 1987 and is used by more than 40,000 customers worldwide. ▪ Laserfiche has over 30 years of experience in the local government market and is used by thousands of government agencies worldwide including over 3,000 Cities and 1/3 of the Counties Nationwide. ▪ Laserfiche is the enterprise content management (ECM) of choice for the majority of CDG’s top digital cities and counties. Laserfiche Document Management Software is an enterprise suite designed with the same look and feel throughout. It is easy to install, easy to learn, and easy to use. It provides complete control over what type of information is stored, where it is stored, how long it is kept, and who can view that information. Granular security provides multiple levels of protection against unauthorized access to information. Users can benefit from a multitude of powerful search methodologies, including full-text, metadata, annotation, or folder/file tree search. Workflow and Forms can be used in conjunction to automate virtually any business process. Forms Portal and Public Portal extend access to users outside the organization to submit online fillable forms and access publicly available documents. Robust analytical tools provide metrics on system usage, governance, and compliance requirements. While automated extraction tools allow users to simplify the capturing and storage of data. Laserfiche Server is an extremely efficient and robust application that creates a very small network footprint yet can scale to support thousands of users, multiple databases, and an abundance of information. The base server is a security gateway to the suite of Laserfiche products. Images and OCR text are stored natively as TIFF documents and ASCII files (Group IV Compression) to guarantee document integrity as well as future availability. Laserfiche is optimized for Microsoft SQL Server database platform. Metadata information is stored within the database server to allow for scalable quick access. Since Laserfiche utilizes Microsoft SQL database as its backend, it is fully ODBC compliant, meaning it can communicate with most any standard data source. Laserfiche Solution Highlights Content Management: Document Management Content Capture and Imaging Any File Type content Process Automation: Business Process Automation Robotic Process Automation Electronic Forms Reporting and Analytics Platform Services: Records Management (50515.2) Security and Compliance Cloud Content Management ECM Integrations 16 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ Workflow & Robotic Automated Processing ▪ Electronic Forms ▪ Electronic Signatures ▪ WebLink Public Portal ▪ Content Management ▪ Records Management ▪ Access via Desktop, Web, Mobile ▪ Audit Trail & Reporting ▪ Redaction & OCR ▪ Desktop & Web Administration ▪ Advanced Capture Tools ▪ Integration Tools & SDK ▪ Trusted Systems Compliance ▪ Cloud & Self Hosted Laserfiche has excelled at winning awards throughout its legacy since 1987. Here’s a few recent very accomplished accolades. • Gartner Peer Insights - Laserfiche Named a 2020, 2021, and 2022, 2023 Gartner Peer Insights Customers’ Choice for Content Services Platforms. The “Voice of the Customer” • Laserfiche Named a 2021 Product of the Year Award Winner by Cloud Computing Magazine. • Gartner Peer Insights shows 95% would recommend Laserfiche and overall rating of 4.7 of 5. • Net Promoter Score of 60, ranked higher than Apple, Adobe, and Microsoft. • Nucleus Research Traditional old-style enterprise content management (ECM) was an inflexible product designed purely for document storage and simple retrieval. Today, modern ECM includes advanced technologies such as artificial intelligence (AI) and machine learning (ML) that automate business processes, improve data capture and classification, provide contextual search capabilities, and deliver information governance. The Nucleus Research ECM Technology Value Matrix 2018 reflects advances made this past year, evaluating vendors for functionality, usability, and the value that a vendor’s solution brings to the client. • Nucleus Research analyzed the experiences of several Laserfiche clients to understand why they chose that vendor’s enterprise content management (ECM) software solution, and what factors contributed to the continued relationship. Our research found that customers selected Laserfiche for three key reasons over its ECM competitors: user friendly interface, sophisticated functionality, and superior customer support. Nucleus also determined that the Laserfiche client retention rate for this survey was greater than 90 percent. (2017) • Infotech Research Group – Recognized by leading analysts for expertise in serving the government market. • Center for Digital Government – Regularly published in Center for Digital Government trend reports on process automation and shared services. • Government Executive – Featured though leader in Government Executive publication. • Computer World - Best Places to Work • Best in Biz Awards 17 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Technical Specifications and Functional Requirements Mandatory Requirements – Confidential A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Laserfiche is compatible with the following Desktop Operating Systems: • Windows 10 and 11 Laserfiche has a built-in integration with Microsoft Office suite applications including Outlook, Word, Excel and more. MS documents formats can be stored in the repository as well as PDF files. Users can send documents to Laserfiche from within the MS Office suite, fill in metadata without having Laserfiche open. There are automated ways to send to Laserfiche as well including archiving emails with attachments. The integration provides all the MS Office functions from within Laserfiche repository, Forms and simultaneous editing in the Online version. Case Management, Work Control, Litigation and Claims In 2007, ECS built a custom application for the Hawaii County Corporation Council needs to manage workload, cases, and claims. Many of the functions needed were not available in Laserfiche at that time, but today the functions are readily available using Laserfiche out of box features. ECS can leverage the existing technology and licensing the County already owns to accomplish all the desired goals of this RFP. We understand the Corporation Counsel’s needs and will configure a solution to create a modern solution satisfying every need. Laserfiche Forms and Workflow are completely customizable tools reducing staff efforts with automation and allowing manual ad-hoc collaboration. Some of the Laserfiche automated tools include: • Laserfiche Forms, Workflow, database lookups, out of box and custom reporting within the Forms application, Workflow and Client interfaces. • Laserfiche has a built-in one-way Integration with the MS Office suite including Outlook to send emails to the Laserfiche repository. Additional customizations are available using Laserfiche workflow tools to update calendars for example or Import Agent to automatically import emails to Laserfiche. • Provides Mobile access, review processes, tracking and statistics. • Leveraging Laserfiche would not require any data to be converted out of the system. • The County is already licensed for the Laserfiche public portal to provide records to the public. The process of choosing which records to display to the public can be automated or selected individually using the security within the system. A Public Records Request process is also possible using Laserfiche Forms and is a very common solution for our customers. The City of Lake Elsinore success story referenced in past performance demonstrates how this can work. • Several examples in our past performance section demonstrate how to use Laserfiche Forms and Workflow to manage cases: Ventura County Public Defender and District Attorney, San Bernardino County Behavioral Health, and City of Dublin for Contracts Management. 18 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Contract Management Process Example The following is an example of a multi-step forms process for managing and reviewing contract processes including the receipt, review, and approval. The Workflow can send email notifications at any time in the process to remind staff when a task is due. For a contracts renewal process a list of all expirations occurring in 0-30 days, 31-60 days, 61-90 days, or the preferred time frames required by the organization. As an option, we can include a special license type called Participant User License for users involved in the forms process only, external users and/or outside persons. This license type allows limited functionality for users involved in Forms processes. These Users can submit forms, start processes, and complete user tasks and have View access in the repository. Users would login with the email address assigned to the license. These license types can be purchased at any time based on the number of users/vendors who would be involved in the Contract Management process. The Forms Landing Page can include all Forms processes by department or contract type, giving users quick and easy access to all Contract Processes available throughout the organization in one location. Access to these forms processes can be limited through security. The Forms can also include collapsible sections for easier navigation. In the Forms examples below, each blue bar can be minimized. Some of the key features of this Forms process include: • Making Fields Required (* red asterisk) • Field type constraints • Database lookup to auto populate fields • Calculations • Multiple pages with expandable pages • Ability to Upload Attachments • Preview Attachments within Form • Automated Email Notification • Automated Retention Calculation • Automated Routing to Users • Contract Expiration Notification • Automated Destruction Notification • Forms Reporting • Ability to add Signatures Contract Management Form New Contract or Contract Amendment 19 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM The form on the right shows the collapsed/expandable sections from the form on the left. 20 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Email Notifications When a contract is submitted an email notification is sent to designated staff responsible for processing contracts. The body of the email can be customized with messages, links to documents, and any information from the Form itself. Automated Destruction Notification The email destruction notifications can be automated to send at regular intervals and/or run on an ad hoc basis. Document Name is a link to the document in the repository. Following is an example of the email with links. 21 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Action History Shows all actions taken during a Forms Workflow process. The information includes who performed the task, what task was performed and the date and time the action occurred. Reporting Capabilities Below is an example of how Forms provides reporting details on processes that have run. The contents of these reports can be customized to include any information/details from the processes and/or forms. 22 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM All forms and supporting documentation can be automatically filed away in the Laserfiche repository. If a folder does not exist for a particular vendor or document, workflow can create one. If supporting documentation is stored in various folders throughout the repository, each file can be linked as a group allowing users to access any document from any other document in the link group. The list of documents in the link group is displayed in the document viewer next to the document. Forms Designer 23 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Note: Solution Templates contain pre-built forms and processes that can be downloaded and used with minimal amount of configuration. ECS is always available to assist and provide best practices with this process. B. Case and data conversion compatible with Laserfiche. By leveraging the County’s existing investment in Laserfiche, neither conversion nor integration with a case management system would be necessary. C. Security features to protect confidential information. Laserfiche security provides fine control of user actions within the repository and what level of information they can access. Users can be authenticated to Laserfiche through username and password or through Windows Authentication (Microsoft Active Directory) and/or LDAP. To make security rights management more efficient, it is recommended that security profiles be created at the group level and all groups be tied to Windows groups through Active Directory. This strategy will automatically provide appropriate access to new users who are added to the domain and will remove access from users as soon as their network login is deactivated. Redaction - Images and/or text associated with a document can be redacted, allowing you to hide sensitive material from unauthorized users. Only users with sufficient security rights can view redacted material, which will appear highlighted in gray. Users without security rights will see a black or white area, instead of the image or text behind it. You can add comments, view the creator, view the creation date, and see when a redaction was last modified. You can also mark it as protected or private. Marking redactions as protected prohibits users from modifying them. Marking them as private prohibits users from viewing them. Laserfiche security can be divided into Feature Rights, Access Rights, Permissions and Tags. Feature rights make up the actions a user can take as part of their global security profiles, while Access Rights allow those actions to be fine-tuned based on the type of object to which rights are assigned. Access Rights control user access to folder structures, documents, document annotations, volumes, and metadata. Permissions provide the ability to distribute administrative functions without providing system-administrator level access. Security tags are a way of dynamically assigning security to documents. Tags are user definable and represent the sensitivity level of the documents to which they are assigned. The access level of users is determined by the tags to which they have been granted access. 24 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Encryption can be enabled for content in transit and at rest. Content in transit can be encrypted by leveraging Secure Socket Layer (SSL) and Transport Layer Security (TLS), which are cryptographic protocols used to encrypt and secure communications. Additionally, you can encrypt files in Laserfiche at rest, using Laserfiche’s built in (AES-128, AES-192, or AES-256) volume encryption option. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. MS Office Integration Office Integration is a Laserfiche component that allows users to take advantage of Laserfiche features when working with Microsoft Word documents, Excel spreadsheets, PowerPoint presentations, and Outlook messages in their native Microsoft Office applications. With Office Integration, you can quickly save files to Laserfiche directly from Office applications, update Office documents already in your repository and easily attach Laserfiche documents to MS Outlook e-mails. The web client installation now includes the Laserfiche Document Preview Service, which allows you to display Microsoft Office documents directly in the document viewer or the folder browser preview pane without needing an Office Online installation or account. This allows users to easily view their documents without needing to download them or use Office Integration. Users can still take advantage of the Office Integration for editing documents, and sites with Office Online can also edit documents directly in the browser for co-authoring as well. Opening Office documents have also been streamlined, as they can be opened with a single click. In addition, users can now create Office documents directly in the repository without needing to first create them externally and import them. Save Files Directly to Laserfiche in Office Applications Save to Laserfiche from Microsoft Outlook Laserfiche offers two ways to import documents from Microsoft Outlook to your repository. You can automatically save selected emails to a default folder, or you can manually save documents and modify their destinations and properties during the import. If you choose to save documents automatically, you can configure how they will be saved, and you can use tokens to dynamically store them in your repository. Automatically Saving Emails to a Default Folder Automatic email import will send your emails to the default folder specified by your administrator in the Administration Console, using the default email settings configured there. (These options can be configured dynamically. For instance, your administrator could configure Laserfiche to store emails in folders corresponding to the email sender's name.) Because these settings determine how the emails will be imported, you can import them with a single click. 25 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Manually Importing Emails to Your Repository When saving an Outlook email to Laserfiche, you will be prompted to provide certain information about the document. You must provide a name and destination for the new document in Laserfiche. (By default, the document will use the subject of the email as its name.) You may also provide field and tag information for the document. Save Attachments to Laserfiche from Microsoft Outlook Just like when manually saving emails to your repository, you can choose to save only the attachments in a particular message or messages directly to Laserfiche. You must provide a name and destination for the new document in Laserfiche. (By default, the document will use the file name of the attachment as its name.) You may also provide field and tag information for the document. Microsoft Teams Integration with Laserfiche Using Power Automate (Microsoft), automation can be setup to retrieve new files added through Microsoft Teams since those files can be stored to a dedicated folder in SharePoint. Power Automate can then be configured to export that content to a network file location where Laserfiche Import Agent can be configured to retrieve those files and archive to Laserfiche in a preset folder structure in Laserfiche. E. Case statistics, tracking and fiscal reporting functions. Workflow business processes offer enhanced reporting features that provide a wide range of information. This information is available both during and after the business process instance runs. You can use the reporting tools to see which entries have been handled, which users and trustees have participated in the business process, and how long it took them to complete their assigned task. The specificity in business process reporting lets you see information such as: current instance name, status updates, participants, step instructions, and the duration of each step in your business process. The ability to see how long a business process waits at any given Business Process Step activity can be used to troubleshoot the business process. Information regarding the duration of sections of your business process can reveal bottlenecks and help you locate inefficiencies within your business process. Reporting and business process activities These activities, plus the Business Process Options dialog box, allow you to configure what information will be reported on and at what points during the business process that reporting will occur. • Business Process Step: The Business Process Step activity lets you define what sections of your business process should be reported on. Using this activity, you can also group together collections of activities that will be reported on as a single unit. Grouping activities that are not individually important, but are important as a whole, allows you to see reporting that is relevant to your business process. This activity can be configured to report on participants, instructions, resolutions, and due dates. • Update Business Process: This activity updates the business process's status and/or instance name. You can use this activity to update the business process to reflect a certain turn of events or a particular outcome of the Business Process Step in the reporting. Updating the status or instance name allows you to easily search entries related to a specific business process in the Laserfiche client applications. Learn more about searching by business process in the Laserfiche Client. • Update Participant: This activity, used inside a Business Process Step activity, will update the participant(s) configured in the Business Process Step activity. This allows you to assign step 26 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM responsibility without knowing the exact person who will participate; then, use this activity to retrospectively update the Business Process Step with the correct user. • Update Step Instructions: This activity, used inside a Business Process Step activity, will update the instructions of the step. This allows you to change this reporting information based on conditions or deadlines that have been met in the course of the step. • Update Step Due Date: This activity, used inside a Business Process Step activity, will update the due date for the step. This allows you to change the due date based on conditions or deadlines that have been met in the course of the step. • Associate Entries: This activity allows the business process details, shown in the Laserfiche client applications, to be added or removed from entries in your repository. You can also use this activity to replace currently associated entries with other entries; meaning that business process information will be transferred from one entry to the other. Forms Reporting Laserfiche Forms supports dashboards and reports that you can use to identify issues, glance at data, and filter time periods. Laserfiche Forms provides additional reports and functionality. • Process Overview - Process Overview reports detailed data about one process. The data includes instance, duration, and distribution overviews. • Performance - Performance reports detail the performance data about how quickly your process instances are being completed. The time it takes an instance to be completed is known as the cycle time. • Task Loads - Task Loads reports let you view which user tasks in a process are accumulating too many tasks and potentially creating bottlenecks. By selecting the process of interest and adding other criteria, you can generate a heat map that color-codes user tasks according to how many pending tasks they have or how many tasks they've accumulated per day. • Workload - Workload reports let you view how in-progress and completed tasks are distributed over users or teams. Custom Reports - Custom reports provide details about instance data for multiple processes on one report type. Only Process Admin and Business Managers (for all the processes in the report) can create and modify the custom report. Saved Snapshots - Saved snapshots capture a report when you take the snapshot. The snapshot includes the report type, filters, and column configuration, and excludes the underlying data in the snapshot. Report Schedules - Report schedules let you generate a saved snapshot based on a schedule, instead of generating one manually. Anyone who can view the custom report from which the snapshot is generated can also view the report schedule. 27 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM F. Public records request management. Public Records Request Proof of Concept Public Records Request Process This example shows how you can use Laserfiche to Automate Public Records Requests. In this sample you will see how Laserfiche Forms and workflow can automate Public Records requests. Create Your Process Diagram The Process Diagram will include how you would like to route the Form from start to finish. 28 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Forms Labeled for Each Step Once you have figured out your Routing destinations and end event, you will want to create a form tailored to who is submitting, reviewing, and fulfilling the request and what the archived request will look like. The Image here is what an individual will see when they click the link to Submit a Public Records Request on your website. 29 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Once an individual completes the request, they will be prompted with a Thank You Notification which alerts them of the request being fulfilled within X number of business days, they will also have the option to download, print or email the request for their own personal records. An Email notification is sent to the Department Manager/ Records Manager that a new request has been submitted. Within the email is a link to review the request submission Once the link in the email is opened the Department Manager/Records Manager can review the request and route to the correct department where the request needs to be fulfilled. On the right-hand side of the form, you can keep track of the action history for auditing purposes, at each step. 30 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Once the Department selected receives the email notification of the request, they can fulfill the request right within their form view. If the document is not in the Laserfiche Repository they can either upload directly to the form or drag-and-drop into their folder within the repository. In this example the Clerk finds the record and provides the Record ID. They can also add any comments to the request as well. Once the record is found the individual who requested the document will receive an email notification with a link to the document requested. 31 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Once the requestor clicks on the link in the email, they will be routed to the document in the Weblink. Here they can view, download, and print as a pdf the document they have requested. Reporting You can create custom reporting on any form that is created. With the Laserfiche Cloud You can track the progress of your team’s engagement. This can be done by selecting the Operational dashboard and the business process. 32 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Configuring a Secure Payment Gateway This is an option that can be provided as an additional form. Additional information would be needed on what type of payment gateway is being used. G. Secured data storage on-site and off-site. The County’s Laserfiche system is securely stored in the County server environment already. H. Technical support. The Laserfiche Support Assurance Plan (LSAP) is an integral part of keeping your software up to date and ensuring that you have access to all the latest features and functionality the software has to offer. The Laserfiche Software Assurance Basic Plan includes the following: ▪ Unlimited telephone support through your authorized reseller 33 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ Free copies of Software Version Updates, (updates are released an estimated 1-4 times per year). ▪ All the latest hotfixes, updates, and patches to keep your system running at peak efficiency. ▪ 24/7 access to the Laserfiche Support Site and Laserfiche Answers where users will find detailed technical information to help optimize the Laserfiche system. ▪ Comprehensive training opportunities are available to all staff including quarterly Regional Training opportunities and the annual Laserfiche Institute Conference ▪ 100% of the purchase price of your current Laserfiche software can be credited to any new product purchase. ECS Platinum Priority Support is an optional support plan to the basic Laserfiche Software Assurance Plan (LSAP). Where LSAP offers a response time within 24 hours, ECS Priority Support responds promptly to our client’s needs and concerns. Our experienced tech team will respond within 4 hours of our client’s call. Most calls are answered immediately and resolved within the same business day. Also includes admission to our complimentary user group workshops, webinars, and the ECS Annual Customer Conference. ECS Priority Support Plan includes a Toll-Free number with Unlimited Priority Phone Support with a 4- hour response time. Additional support avenues include a dedicated support email account (HelpDesk@ecsimaging .com), and Website with download/upload capabilities. We also offer Remote Desktop Assistance. ECS Priority Support plan is offered for remote technical assistance. Hours can be used for configuring workflows, forms, integrations, training, remedial support, additional consulting requirements, or for version upgrades/releases of the software. Support hours are 7:30 am – 5:00 pm, Monday – Friday PST excluding major holidays. All support will be provided through ECS Imaging, Inc. directly. ECS Platinum Priority Plan includes: 1. 1st Hour of support is free via Chat or Remote connection with ECS Helpdesk 2. Laserfiche software updates installed are included annually 3. 2 Hours of Training for any type of training ECS offers remotely annually 4. Annual performance check-up with an hour environment assessment and consultation • Starting package offered is 10 Hours at a discounted rate of $195/hour prepaid at start. • Utilize Platinum hours for any type of Laserfiche service ECS offers. Each customer maintains an experienced Customer Success Manager dedicated to your current and future needs. Your Customer Success Manager helps coordinate services, provides consultative advice to the project not only at the beginning, but also for planning out future requirements. This level of care ensures a smooth implementation and guarantees that our client’s expectations are met and always exceeded. 34 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ECS Direct Support / Extended Support Hours ECS offers after-hours support on a case-by-case basis, typically for large upgrades to minimize downtime or emergency support. ECS does have customers that run 24/7 operations and provides support when needed for those clients. Laserfiche provides a 24/7 support portal website complete with videos, white papers, knowledgebase articles and Laserfiche Answers for Q&A. Laserfiche has the complete help manual online built into the system with screenshots and context sensitive search for help topics. I. Mobile/Remote Access. Laserfiche Mobile (Laserfiche App) The Laserfiche mobile app (available with the Web Client) allows you to capture, upload, and securely access and work with documents in and outside your Laserfiche repository. Users can download the Mobile app from Google Play or iTunes App Store. With the Laserfiche Mobil app you can: ▪ Browse for documents in a folder structure. ▪ Search the entire repository or a specific folder. ▪ Create, copy, move, rename, sign, download, print, and delete documents. ▪ Modify document fields. ▪ View annotations. ▪ Submit and approve forms. ▪ Start and view business processes. ▪ View ESRI maps and layers to view and search related documents. ▪ Search for documents by their location description. Mobile – Menu Mobile – Inbox Mobile – Form Web Access Web Access is the web version of the application that allows you to access and modify your Laserfiche repository from any computer using a Web browser. Web Access incorporates many of the features and options available in the Laserfiche Windows Client. J. Customization features. 35 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche is user friendly and easily customizable. Both users and admins have abilities to customize in a graphical user interface. ECS can customize and configure for the County or provide training for the County to be empowered. With Laserfiche Forms, customization is limited only by imagination. Laserfiche Forms allows you to build attractive forms which can easily be created with preconfigured templates or customized with editable fonts, colors, uploaded images, logos, and layouts. You will be able to Drag-and-drop form elements including fields, checkboxes, and radio buttons onto a form to collect the exact information needed, in the precise format required. Business Process activities are designed to perform actions specific to business processes. Furthermore, these activities allow you to customize business process reporting so that you can quickly and easily see information that is most important to your business process, such as: current instance name, status updates, participants, step instructions, and the duration of each step in your business process. Business process actions can be tracked using Audit Trail. For example, when a user starts a business process from the Client or Web Access, that user, plus the actions performed, can be recorded and a report can be created on this information. For the business process actions to be recorded, the Entry and Metadata event classes must be enabled under the Audit tab of the group that is being audited. The actions specific to business processes that can be tracked are: Create Business Process, Modify Business Process, Start Business Process, Delete Business Process, Create Business Process Details, and Delete Business Process Details. K. Training. Training is provided onsite by ECS trainers using the installed system. These training sessions can be scheduled for individuals or groups according to their role. Training sessions are developed and tailored specifically to our customers. The duration of training is typically between 1 – 2 days. Training can be provided for new installations, new users, refresher training, updated features and functionality, additional software modules, etc. Below is an overview of the type of training we offer: End-User Training Some of the topics covered in this training are: ▪ Annotations ▪ Customizing the Document Viewer ▪ Document Metadata ▪ Using the Folder Browser ▪ Electronic Documents ▪ Searching ▪ Importing Documents ▪ Exporting and Printing Documents ▪ Snapshot ▪ Emailing Documents One session will be comprised of scanning, batch scanning, advanced scanning, importing, and indexing. Topics discussed in the training are indexing, short-cut keys, batch processing techniques, and cleanup tools. The second session will be for retrieval and viewing only users. This will address the various retrieval methods including Quick Search and the Customize Search options, viewing options, printing, emailing, and customizing tool bar options. This session also covers search results and what information is returned, how to open and view documents, and how to utilize the information returned. Administrator Training System Administrator Training begins with a comprehensive overview of the Laserfiche System. This includes each component reviewed in detail. Integration and installation issues are also addressed. The 36 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM role of the trainer is to provide the participants with a thorough understanding of the Laserfiche system so that they can develop, integrate, and manage the system at their organization. As a Training Outline, they will be learning Template Creation and modification, folder design concepts, Laserfiche security setup and administration, database backup, other miscellaneous tips and tricks for the Laserfiche System Administrator, volume management, other Laserfiche products/plug-ins, most common Laserfiche problems and how to resolve them. Power-User Training - A user of a computer system or program whose skills and expertise are more advanced than most other users, especially a person in an organization who is assigned additional administrative rights and responsibilities for that system or program. ▪ Laserfiche Workflow Admin Training - This hands-on training is for users who will be designing workflows within the Laserfiche System. This class is not exclusive to IT, but users should be technically savvy and familiar with IF/THEN logic. Some of the topics covered in this training are: Parallel and Conditional Routing, E-mail Notifications, Reminders / Deadlines, and Repeat/Looping related to business processes. ▪ Laserfiche Forms Training - This hands-on training focuses on the design and configuration of electronic fillable forms. Power-users will be provided instruction on the functions of Forms submitters, approvals, assigned tasks, reports, performance monitoring, and forms as part of workflow configurations. ▪ Laserfiche Audit Trail Training - This hands-on or group training is for users who will be generating or viewing Audit Reports on the Laserfiche Repository. Laserfiche Audit Trail is typically used to investigate the viewing, retrieval, or export of a document from the Laserfiche Repository. This class is typically limited to Administrators and Power Users with comprehensive access to the Laserfiche Repository. ▪ Laserfiche Records Management Training - This is hands-on training which covers basic records management concepts for records managers and for general staff. This session provides training on the lifecycle of Records from creation to final disposition and includes setting up retention schedules, managing record series and record folders, determining cutoff instructions and disposition, and compliance requirements. ▪ Laserfiche Quick Fields Training - This hands-on training is for users who will be creating Quick Fields Sessions. Typically, this training is for IT or Power Users of Laserfiche and includes automating Quick Fields Sessions, data capture, extraction and validation, image enhancement, and customizing the handling, processing, and information capture for specific document types. Class material is dependent on the Quick Fields modules purchased. ▪ Integration Training SDK / LF Connector - Training for IT applies to integration with specified line of business applications. Complimentary ECS User Training We believe in providing continued added value to our clients on an ongoing basis and assisting them in utilizing the solutions we provide to the maximum potential. That is why we offer complimentary training opportunities throughout the year to provide added value to your Laserfiche investment. We offer free monthly Webinars and User Group Workshops scheduled in Northern and Southern California on a quarterly basis that are hosted by one of our clients at their facility. Our complimentary Annual Customer Conferences are also held in both Northern and Southern California and provide a full day of Laserfiche training, networking, and consultation opportunities. Our monthly eNewsletter provides additional information about ECS events and Laserfiche news including 37 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM product details, new software releases and updates, tips & tricks, client success stories, webinars, industry news with partners, and other on-line training resources. Upcoming Free ECS Training Events: May Webinar: Laserfiche 2024 Empower Conference Highlights – Wednesday May 15, 2024 (10:00 – 11:00 AM PT). Training Events are provided at no cost to ECS customers. Link to events and registration: https://ecsimaging.com/events/ Laserfiche Online Help Resources As part of your Laserfiche Software Assurance Plan, all licensed users of the system will have 24/7 access to the Laserfiche Support site where you will find additional online training opportunities. The Laserfiche Support Site offers a variety of resources to help you use your Laserfiche products more effectively including best practices and tips for using the products, troubleshooting information and hotfixes, technical papers on a variety of topics, product demonstration and how-to videos located on the Laserfiche YouTube site, and a Code Library and other resources for developers. The Support Site is updated regularly. Optional Online Training Opportunities Self-Guided Online Training - Laserfiche offers a Certified Professional Program (CPP) with online courses designed to provide users with step-by-step training on setting up, using, and optimizing Laserfiche software. The first course (ECM 101) is available at no cost and is recommended for anyone new to Laserfiche. Additional courses are offered at a cost of $150 per course and provide detailed information Laserfiche Support Site https://support.laserfiche.com Laserfiche Answers https://answers.laserfiche.com Laserfiche Cloud Developer Center https://developer.laserfiche.c om/ Laserfiche Video Gallery https://support.laserfiche.com/g allery/#/list#%2Flist Laserfiche Aspire – Learning Resources https://support.laserfiche.com Laserfiche Certified Professional Program (CPP) https://www.laserfiche.co m/sup port-learn/certification Laserfiche User Manuals https://support.laserfiche.com/k b/1012253/current-onlinelaserfiche-product-help-files Laserfiche Case Studies https://www.laserfiche.com/c asestudy/ Laserfiche Cloud Trust Center https://www.laserfiche.com/pro ducts/trust/ 38 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM to help users maximize the value of their Laserfiche investment. Certification includes a self-paced online exam, if users do not pass the exam on the first attempt, they can take it a second time at no additional cost. Laserfiche Certification: https://www.laserfiche.com/support-learn/certification/ Laserfiche Empower Annual Conference in Las Vegas, NV The Laserfiche Empower Conference provides an added value that includes a multi-day training event with hundreds of classes available for all knowledge levels. The next Laserfiche Empower Conference will be held April 14-17, 2025 at the Mandalay Bay Resort in Las Vegas, NV. L. Licensing and any associated fees. Below is the Laserfiche Rio Pricelist 2024 which the County already is licensed for and 38 full users between IT and Corporation Council department. The price list reflects the 5% increase from Laserfiche going into effect July 1, 2024, should more users be needed. It is not anticipated that additional modules would be needed based on our understanding of the RFP. Cost Proposal - Confidential NOTE: Please see ECS Scope of Work Solution for project details. Description Unit Price Quantity Line Total Optional- ECS Platinum Priority Support Per Hour $195.00 10 $1,950.00 Platinum support hours would provide the ability for ongoing support and minor updates to the Case Management processes. Hours are available in any increment with 10 as the minimum. Hours are offered at a discounted rate and pre-paid at the purchase time. Phone: 951-7878768 Fax: 951787-0831 Quote 877-790-1600 5905 Brockton Ave. Ste. C Riverside, CA 92506 www.ECSImaging.com ECS Imaging, Inc. 5905 Brockton Ave, Suite C Riverside CA, 92506 Products and Services SKU Unit Price Quantity Line Total ECST $32,400.00 1 32,400.00 $ Subtotal 32,400.00 $ Special Terms Subtotal 32,400.00 $ Tax Rate 0.00% Tax $ Shipping $ Total 32,400.00 $ Software Only (Download Only) Turnkey Project Identified in Scope of Work Description 39 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Rio Price List 40 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 41 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 42 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 43 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM *Laserfiche MSRP price list 2024 is subject to change in future years. Professional Services For Ongoing support and project based professional services available. Product Description Code Price ECS Gold Priority Support Hours ECSGOLD $175.00 ECS Platinum Priority Support Hours ECSPLAT $195.00 Optional OneSpan eSign for Laserfiche OneSpan Sign for Laserfiche includes integration into both the Web Client and Workflow applications within the Laserfiche Platform. Within the Web Client, OneSpan Sign is fully embedded, enabling you to prepare, manage, and send documents directly from Laserfiche. Within the Workflow application, using the OneSpan Sign workflow activities, you can add OneSpan Sign electronic signature capabilities within new and existing workflow processes. With both integrations, e-signed documents and the audit trail are automatically saved back to Laserfiche after the signature process is complete. Description (1st Year) Per Transaction OneSpan eSignature, Annual Transactions 1,000 - 4,999 $ 4.21 OneSpan eSignature, Annual Transactions 5,000 - 9,999 $ 3.44 OneSpan eSignature, Annual Transactions 10k - 24,999 $ 2.77 OneSpan eSignature, Annual Transactions 25k - 49,999 $ 2.03 OneSpan eSignature, Annual Transactions 50k - 99,999 $ 1.85 OneSpan eSignature, Annual Transactions 100k - 249,999 $ 1.30 OneSpan eSignature, Annual Transactions 250k - 499,999 $0.99 Description (2nd Year) Per Transaction OneSpan eSignature, Annual Transactions 1,000 - 4,999 Year 2 $ 4.47 OneSpan eSignature, Annual Transactions 5,000 - 9,999 Year 2 $ 3.65 OneSpan eSignature, Annual Transactions 10k - 24,999 Year 2 $ 2.94 OneSpan eSignature, Annual Transactions 25k - 49,999 Year 2 $ 2.15 OneSpan eSignature, Annual Transactions 50k - 99,999 Year 2 $ 1.96 OneSpan eSignature, Annual Transactions 100k - 249,999 Year 2 $ 1.38 OneSpan eSignature, Annual Transactions 250k - 499,999 Year 2 $ 1.05 Description (3rd Year) Per Transaction OneSpan eSignature, Annual Transactions 1,000 - 4,999 Year 3 $ 4.60 OneSpan eSignature, Annual Transactions 5,000 - 9,999 Year 3 $ 3.76 OneSpan eSignature, Annual Transactions 10k - 24,999 Year 3 $ 3.03 OneSpan eSignature, Annual Transactions 25k - 49,999 Year 3 $ 2.22 OneSpan eSignature, Annual Transactions 50k - 99,999 Year 3 $ 2.02 OneSpan eSignature, Annual Transactions 100k - 249,999 Year 3 $ 1.42 OneSpan eSignature, Annual Transactions 250k - 499,999 Year 3 $ 1.09 M. Computer hardware requirements. Laserfiche Server recommended specifications: • CPU: Intel or AMD x64 Processor at 1.8 GHz; 64-bit Windows operating system o If the Laserfiche Server and Laserfiche Full-Text Indexing and Search Service will be installed on the same computer, a quad core CPU is recommended. • Memory: 4 GB RAM o If the Laserfiche Server and Laserfiche Full-Text Indexing and Search Service will be installed on the same computer, 8 GB of RAM is recommended. 44 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM • Operating system: Windows Server 2012 or later • Database engine: Microsoft SQL Server 2014, Microsoft SQL Server 2016, SQL Server 2017, Microsoft SQL Server 2019 ECS Implementation, Project Management, Training and Ongoing Support - Confidential Our scope of services includes a dedicated team consisting of a project manager overseeing standard project tasks, certified technical engineers to develop the solutions, and your customer success consultant ensuring success throughout the implementation. Additionally, our Executive team oversees all projects from a high level to provide leadership and insights throughout the project. The following outlines the ECS methodology for implementation and is based on PMBOK guidelines published by the Project Management Institute. Step I: Requirements Analysis - Gather and Confirm All Requirements for a Successful Implementation. Step 2: Planning - Define the Formal Work Plan, Checkpoints and Milestones for the Project. Step 3: Design - Design Every Aspect of the System in a Design Specification Document Step 4: Build - Build the Solution According to the Design Specification. Step 5: Test - Test the Solution for Functionality, Performance and Design, according to the Specification. Step 6: Revise - Revise the Solution per Testing Results and Conform to Design Specification. 2 rounds included. Step 7: Rollout - Launch the Solution, Supported with Communication, Training and Service NOTE: Please see ECS Imaging Scope of Work below for a detailed description of the steps ECS will take to complete your implementation. Roles and Responsibilities Role Client Responsibilities Client Executive Sponsor ▪ Has final authority and responsibility for the project ▪ Reviews and approves changes to project requirements and project scope ▪ Allocates resources towards the completion of project tasks ▪ Approves final deliverables Client Project Manager ▪ Reports to and receives direction from Client Executive Sponsor ▪ Participates in and approves of project plan requirements, scope, and deliverables ▪ Manages, reviews, and prioritizes the client-side project tasks to stay on time and on budget ▪ Provide status and progress reviews to project team and Client Executive Sponsor ▪ Manages client-side resources (project team members) ▪ Monitor and control project schedule, budget, and quality ▪ Reviews and approves deliverables ▪ Signs off project milestones Client Department Managers ▪ Identifies the department requirements to Client Project Manager ▪ Manages the completion of department specific project tasks ▪ Supervises department specific resources ▪ Reviews and approves department deliverables 45 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Client IT Manager ▪ Validates feasibility of hardware requirements ▪ Acquires and manages configuration of server and client hardware ▪ Supervises IT specific resources ▪ Reviews and approves IT deliverables Client Trainers ▪ Responsible for client hosted training ▪ Serves as the client’s subject matter expert ▪ Long-term power-users or super-users of system information and on-going training for new and existing staff Role ECS Imaging Responsibilities ECS Executive Sponsor ▪ Has final authority and responsibility for the project and deliverables ▪ Reviews and approves changes to project requirements and project scope ▪ Provides additional resources for scope changes ▪ Finalize contract negotiations and commitment of ECS Imaging, Inc. to project ▪ Leads the teams involved for accountability, responsibility and ownership ECS Customer Success Manager ▪ Provide consulting and recommendations for business process improvements ▪ Monitor Project Manager accountabilities ▪ Monitor Technical Manager accountabilities ▪ Maintain active relationship with Client’s Project Sponsor ▪ Ensure exceptional User Experience and Success ECS Project Manager ▪ Provide progress updates ▪ Provide structured implementation methodology ▪ Communicate required process changes to implement solution ▪ Prepare and coordinate solution deployment ▪ Coordinate the availability of staff to meet requirements of project plan ▪ Communicate and confirm scheduled times with the client and ECS staff ▪ Make recommendations for business process improvements ▪ Responsible for delegating configuration and setup per requirements and analysis (engineers and analysts to be determined based on project requirements) ▪ Drive systems testing; resolve nonconformance’s ▪ Participate in User Acceptance Testing; resolve nonconformance’s ▪ Coordinate development of custom documentation to be provided to client ECS Business Analyst ▪ Make recommendations for business process improvements ▪ Analyze current methods and map to desired outcome ▪ Identify gaps between desired outcome and standard software capabilities ECS Trainer ▪ Provide training to Client Trainers and other staff ▪ Develop training documentation ECS System Engineer ▪ Configuration and setup of system ▪ Installation and Configuration ▪ Onsite and Remote Technical Support ▪ Onsite Training ▪ Development Tasks (when needed) ECS Software Engineer ▪ Conversion recommendations and tasks ▪ Development tasks ▪ Integration recommendations and tasks Project Plan The project timeline is flexible, and we will work with your team to determine the right time and pace for the project. Below is an outline of the services that we will provide to ensure the successful implementation of the system. 46 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM After the specific scope of work is defined, we will determine the timeline for the project. We are flexible regarding the start time of the project, including consulting, installation, configuration, and training of all users. The following is a summary project plan with milestones and benchmarks: Step Description of Tasks Date 1 Kickoff Meeting: In the initial meeting, we will review the project plan, define project rolls, discuss, and review project scope, review hardware requirements, set expectations of project milestones, and determine ongoing communication. TBD 2 Software Installation: Upon confirmation of order approval, the software can be installed within two to four weeks, dependent on availability of any requisite hardware. Installation will be a joint effort between the organization’s technical staff and ECS. Detailed hardware recommendations for server-side components will be provided to the organization. Additionally, we assist with initial client/scanner workstation installations and provide instructions for unattended deployment to any remaining workstations. TBD 3 Conversion (as needed): ECS’s development team will convert all appropriate documents and data from the existing document management system or document storage. Please refer to the attached documentation for additional details of the conversion process. TBD 4 Solution Review and Validation Meeting: This meeting is to review the new solution with the organization to ensure the configuration has been completed per the requirements. Changes to the solution are made at this time. Multiple iterations may occur to achieve the final desired solution. TBD 5 Business Process Consultation: These meetings will be held to develop an understanding of the organization’s current business processes and to plan an implementation strategy for Laserfiche. TBD 6 Testing: Testing is performed of the final desired solution to ensure that all aspects of the solution are working as intended. ECS will demonstrate that the system is fully functional, security settings are verified, and the system is validated by the organization to be fully operational and to meet their needs as proposed. TBD 7 Administrative Training: ECS will train the organization’s technical staff in the system’s architecture, databases, backend applications, and interfaces with other systems. Training will also cover how to monitor and manage the security, users, and user rights. This training is designed for the organization’s system administrator and will focus on how to setup the system, folder trees, file structures, templates, volumes, system monitoring, license usage, and backup procedures. TBD 8 Workflow Training (as needed): ECS will train the organization’s technical staff on configuring automated workflow processes utilizing the Laserfiche Workflow module for the Workflow administrator. TBD 9 Forms Training (as needed): ECS will train the organization’s staff on building and using Laserfiche Forms. Training will cover the various steps in creating and customizing web forms to be used internally and/or externally. TBD 10 Records Management Training (as needed): ECS will consult and train the organization’s Records Manager on how to configure and implement the file plan into the solution to account for classification of records stored throughout their lifecycle. Training will cover how to manage records (cutoff, destruction dates, freezing of records, legal holds) along with tracking and reporting tools includes. TBD 11 End User Training (Train-The-Trainer or Classroom Style): User training on how to use the software and to understand the business process. Training will cover how to use all the different software components (Workflow, Forms, etc.). TBD 12 Resolve any issues (Prior to go live date): After end user training is completed, end users may identify some small adjustments in the business process solution. These items will be addressed prior to the Go Live date. TBD 47 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 13 Go Live. An on-site engineer will be available on the Go Live date. TBD Project Status Our dedicated team consists of 15 technical team members to ensure an on-time, smooth project and provide ongoing support when needed. The Technical teams are followed by Executive Sponsors along with ECS’s Customer Success Team who will be involved in your project focusing on a successful implementation, providing assistance, best practices, and a long-term relationship. We will provide access to an on-demand webpage for project statuses, deliverables, responsibilities, and milestones giving everyone involved insight into the project progress. Project Personnel Debbi Bodewin, CEO/Chief Consulting Officer 25+ Years of Industry Experience With ECS since 1995 Chad Rodriguez, MBA - Chief Technology Officer Laserfiche Gold Certified Professional 15+ Years of Industry Experience With ECS since 2010 Toni Lewis – VP of Professional Services 25+ Years Industry Experience With ECS since 2021 Jesse Martinez, Technical Support Director Laserfiche Certified Professional 15+ Years of Industry Experience With ECS since 2007 This team represents a high-level view for managing the project. Additional implementation, project, and support staff will be involved in the project. All ECS Executive, Sales and Technical staff attend training sessions on an annual basis. Staying up-to-date and informed on the latest features and enhancements within Laserfiche and the Document Management Industry providing our clients with the best consulting and support services available. ECS Scope of Work Solution – Confidential Laserfiche Case Management System Introduction The solution aims to develop a comprehensive case management system utilizing Laserfiche Forms and Workflow. The system will streamline the process of managing work control cases, handling new claims, and generating Service Level Agreement reports. The system will improve efficiency, organization, and accountability within the Office of the Corporation Counsel. The solution will provide on demand reporting, analytics and integration with MS Office functions. Objectives 1. Develop a user-friendly interface for initiating and managing work control cases and new claims. 2. Implement automated workflows for routing cases and claims to the appropriate stakeholders for review and approval. 48 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 3. Create SLA reporting functionality to monitor and analyze the performance of the legal department. 4. Ensure data security and compliance with relevant regulations (e.g., GDPR, HIPAA, etc.). Functional Requirements Work Control Cases 1. Users will be able to initiate work control cases through a Laserfiche Form. 2. Each case will be assigned a unique identifier and categorized based on the type of case. 3. Cases will be routed to the appropriate legal team members for review and processing. 4. The system will auto generate outlook invites with dynamic deadlines through workflow. 5. The system will allow for the attachment of relevant documents and notes to each case. 6. Automated notifications will be sent to stakeholders when a case is assigned or updated. 7. Action history through the process of a case can be stored within the case documents in the repository and viewable anytime in the Forms process. 8. Reporting on any of the instances, case types, timeframes will be available on demand or on a schedule. New Claims 1. Users will have the ability to submit new claims through a designated Laserfiche Form. 2. Each claim will be assigned a unique identifier and categorized based on the type of claim. 3. Claims will be routed to the appropriate legal team members for review and processing. 4. The system will auto generate outlook invites with dynamic deadlines through workflow. 5. The system will allow for the attachment of relevant documents and notes to each claim. 6. The system will support the tracking of claim status and history. 7. Claims reports will be available for analytics based on type of claims, time frames and other metadata needed. Reporting 1. Implement functionality to generate SLA reports based on predefined criteria (e.g., case resolution time, response time, types of cases, etc.). a. Includes calculations for dollar amounts: 1. Total Cases by Type 2. Total Amount Paid by Type 3. Total Amount Received by Type 2. Reports will be customizable and exportable in various formats (e.g., PDF, Excel, JPG). 3. SLA metrics will be accessible to authorized personnel for analysis and decision-making. Revision Process 1. Allow for two rounds of revisions to the PRR form and requested documents. 2. Implement a mechanism for tracking and managing revision requests. Detailed Process Overview Work Control Case - Process Overview 1. The submitter completes a “New Work Control Case” form that collects the key information. 49 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 2. Upon submission, the form and documentation are saved to the Laserfiche repository under attorney specific work folders based on the attorney selected in the form, type of work, and department. a. A new folder named by the WRK case number is created dynamically and includes the submitted form with details, and any supplementary documentation attached by the form submitter. 3. Workflow monitors new cases to perform the following: a. Apply a date to the “Response Due Date” field b. Notify attorneys of a new case in their inbox 4. Attorneys review their work folders in Laserfiche and take appropriate actions to resolve or complete the case. 5. Notes are appended to a Laserfiche “Notes” multi-value fields to track and store attorney notes for historical reference. 6. When a case is ready to be closed, the attorney updates the Status. Workflow is monitoring the status field and will automatically apply a date to the “Date Completed” field and send email notifications that it is complete. New Claim – Process Overview 1. The submitter completes a “New Claim” form that collects key information. 2. Upon submission, the form and documentation are saved to the Laserfiche repository under attorney specific work folders based on the attorney selected in the form, type of work, and department. a. A new folder named by the CLM claim number is created dynamically and includes the submitted form with details, and any supplementary documentation attached by the form submitter. 3. Workflow monitors new cases to perform the following: a. Apply a date to the “Response Due Date” field b. Notify attorneys of a new claim in their inbox 4. Attorneys review their work folders in Laserfiche and take appropriate actions to resolve or complete the case. 5. Notes are appended to a Laserfiche “Notes” multi-value fields to track and store attorney notes for historical reference. 6. When a claim is ready to be closed, the attorney updates the Status. Workflow is monitoring the status field and will automatically apply a date to the “Date Completed” field and send email notifications that it is complete. Deliverables 1. Detailed design documentation outlining the system architecture, workflows, and data model. 2. Developed Laserfiche Forms and Workflow configurations to support work control cases, new claims, and SLA reporting. 3. User manuals and training materials for system administrators and end-users. 4. Test cases and documentation for quality assurance and user acceptance testing. Public Records Request (PRR) Form with Approval Process Introduction The solution aims to develop a streamlined process for handling Public Records Requests (PRR) within the Office of the Corporation Counsel. This includes creating a Laserfiche Form for PRR submissions, 50 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM implementing a three-step approval process, and enabling access rights for the submitter to view the completed form and requested documents in the Laserfiche repository. Objectives 1. Develop a user-friendly Laserfiche Form for submitting Public Records Requests. 2. Implement a three-step approval process for reviewing and approving PRR submissions. 3. Enable access rights for the submitter to view the completed form and requested documents in the Laserfiche repository. 4. Allow for two rounds of revisions to ensure accuracy and completeness of the PRR form and requested documents. Functional Requirements PRR Form Creation 1. Design and configure a Laserfiche Form for submitting Public Records Requests. 2. Include fields for capturing requester information, request details, and any supporting documents. 3. Ensure the form is intuitive and easy to use for requesters. Approval Process 1. Implement a three-step approval process for PRR submissions. 2. Define roles and permissions for each approval step (e.g., initial review, legal review, final approval). 3. Configure automated notifications to alert approvers of pending requests. Access Rights Assignment 1. Upon final approval, assign access rights to the submitter to view the completed form and requested documents in the Laserfiche repository. 2. Ensure access rights are granted securely and in compliance with relevant regulations. Revision Process 3. Allow for two rounds of revisions to the PRR form and requested documents. 4. Implement a mechanism for tracking and managing revision requests. Technical Requirements 1. Utilize Laserfiche Forms and Workflow for form creation and approval process implementation. 2. Configure access rights and permissions within the Laserfiche repository. 3. Ensure compatibility with common web browsers and mobile devices. 4. Implement security measures to protect sensitive PRR information. Deliverables 1. Developed Laserfiche Form for Public Records Requests. 2. Configured approval workflow with three approval steps. 3. Access rights assigned to the submitter upon final approval. 4. Documentation outlining the revision process and associated workflows. 5. User manuals and training materials for system administrators and end-users. 6. Reports on demand on how many PRRs, timeframes and any other variables. Laserfiche Implementation Basic Training 1. Comprising four training sessions along with necessary preparation time, the training program covers Search and Retrieval, Import and Capture, Administration, and Business Process Training (if required). Each training session is expected to last approximately 1 to 1.5 hours. 51 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Project Status Meetings 1. Includes 30-minute project status meetings organized and facilitated by the project manager with the solutions engineer. Regular project status meetings serve as brief and focused gatherings where team members discuss progress, challenges, and upcoming tasks to ensure everyone is aligned and informed. Project Management Team Services and Documentation 1. Includes project team services dedicated team time for essential activities, such as mandatory meetings like requirements gathering and demo sessions. Additionally, the team is responsible for generating crucial project documentation, including but not limited to Scope and Requirements, Business Requirements Document, Testing Instructions, and a Process Flowchart. Project Requirements Scoping and Initial Assessment 1. Includes project requirements scoping and documentation in preparation for project implementation. This involves a concise yet thorough examination of the project's scope, objectives, and initial conditions. This phase aims to define key requirements, identify potential challenges, and lay the groundwork for a comprehensive project plan, ensuring a solid foundation for successful execution. 52 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM System Reporting, Data Migration, and Integration Reporting Repository searches provides details on contents of the repository. Audit Trail tracks all actions that occur in the system, and Forms reporting provides analytics on processes. The following provides a list of out of the box reports: • For Records Management: Eligible for Cutoff, Eligible for Disposition, Vital Records Review • For Auditing: Deletions, Failed Logons, and Page Creation • For Security: Access Rights Report for Specific Records or Folders, Access Rights Reports for Child Entries, User Security Report for Rights and Privileges • General Reporting: Flexible Metadata Reporting • Forms/Workflow: Flexible Business Process Reporting Engine Laserfiche Audit Trail records events that take place in a Laserfiche repository and Laserfiche Forms enabling you to view those events as part of a report. Productivity Report For System reporting, Audit reports enable you to view, filter, and export your audit information. You can create reports to analyze audit data, view the information as a chart, filter it to include only the information relevant to you, and export the data for use in spreadsheet programs such as Microsoft Excel. You can also save reports for future use. Forms Reporting – The Reports page shows all the reports that have been assigned to you. A report is a customized list of instance results for a business process. Process Admins for a business process can create and assign reports to users, enabling them to see instance results that they would otherwise not have access to. 53 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM An instance is a single time a process has run. Results and reports list instances that you have permission to view. You can see the instances name, status, who started it, the start date, the current step it's on, and more. A Report is a selection of instance information based on a user-determined set of columns and filters. Reports are administered from the Results page. Reports and results can be filtered and downloaded so that you can see the exact information you need in the format that's most convenient. 54 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Workflow Reporting - For Process Reporting, the Reports page in Laserfiche Process Automation lets you visualize process and data in the form of graphs, heatmaps, and pie charts. You can apply filters to visualize data from only a certain period or for a specific process version. Reports are grouped into four major types: • Performance: View a scatter plot of when instances were completed, and a bar chart showing how many instances were completed over a time range. • Work in Progress: View statistics about in-progress instances, such as which stages of a process are possible bottlenecks. Includes forecasts of completion dates and how many in-progress instances to expect in the future. • Task Loads: View a color-coded heat map of which user tasks in a process are accumulating the most tasks. • Form Reports: Visualize data about the values your users entered for each field in a form, or view individual form submissions. • Workload: View which users or teams have the most in-progress or complete tasks. 55 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM On the Reports page, the Form Reports section lets you view individual submitted forms and aggregated data from submitted forms. The aggregated data can be viewed as tables, pie charts, and bar charts. On the Reports page, the Irregularity report shows you which tasks from a process have been suspended or terminated, and the number of times this occurred. This report displays statistics for both user tasks and service tasks. The Workflow Monitor page provides an interface for reviewing performance and troubleshooting issues. From here, every instance (or execution) of a workflow definition can be reviewed and terminated if required. Search for instances in progress to verify whether they are waiting for input or just stuck, and request termination of that instance if required. Review terminated instances to determine if there is an issue in a workflow definition in need of improvement. Finally, review completed instance performance, and locate possible bottlenecks in the process. ECS can provide training to allow County staff to configure and run reports or ECS can provide the services to develop the necessary reporting configurations for the County. Data Integration The ECS data integration and loading process involves the systematic collection, transformation, and loading of data into the repository. Data collection includes document source identification and metadata extraction (if any), data transformation includes consultation and recommendations on normalization to make consistent for document naming, folder structuring, and metadata standardization, data loading includes the import of the data and leveraging a workflow to implement the data transformation process. After these steps are completed, data validation is performed to ensure quality assurance, security and access controls are applied based on the organization’s requirements and ECS recommendations, then the solution is released to the organization for final testing and validation. ECS has a structured process and checklist for this process, as well as predefined index templates, folder structures, and naming conventions to use as a starting point. 56 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Product Descriptions and Features Laserfiche Directory Server - Laserfiche Directory Server controls licensing and activation for Laserfiche products in Laserfiche Rio and Laserfiche Avante installations. An administrator can generate application licenses for available Laserfiche applications, can allocate available licenses to user accounts, and perform other actions involving license administration. Improved log-in experience for Laserfiche desktop-based applications, such as Quick Fields, Scanning, Snapshot and Connector with support for SAML, AD FS and MFA authentication, Single Sign On and multifactor identification to provide for streamlined and secure sign ins. Laserfiche Directory Server 11 can also provide user authentication for Laserfiche 11 products. This allows single sign-on across the Laserfiche web client, Laserfiche Forms, Laserfiche App, and Laserfiche Discussions. For example, a user can sign-in to the web client and be automatically signed in when 57 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM viewing Laserfiche Forms. Directory Server administration is available through an administration website. Laserfiche Server is an extremely efficient and robust application that creates a very small network footprint yet can scale to support thousands of users, multiple databases, and an abundance of information. The base server is a security gateway to the suite of Laserfiche products. Images and OCR text are stored as TIFF documents and ASCII files (Group IV Compression) to guarantee document integrity as well as future availability. Laserfiche is optimized for Microsoft SQL Server database platform. Metadata information is stored within the database server to allow for scalable quick access. Since Laserfiche utilizes Microsoft SQL database as its backend, it is fully ODBC compliant, meaning it can communicate with most any standard data source. Laserfiche has several license types that allow users different levels of access to Laserfiche applications: Named User License – Gives a user a license that is specifically reserved for them. With this license they can access the repository and other Laserfiche applications. Each Named User License may be associated with only one user or device. There are three types of Named User Licenses: 1. Repository Account License are allocated to individual Laserfiche Servers, and only grant access for a single repository. 2. Directory Named License which includes Laserfiche, Windows, and LDAP directory accounts allow users to access multiple repositories. In most cases, these are managed through Laserfiche Directory Server. 3. Device License reserves a license for a particular computer and only applies to desktop applications. This license type is best for workstations set up to be used as kiosks where a single access portal or a scan station can be used by multiple users. Participant User License – Provide read-only access to repositories and the ability to participate in, but not design or manage, forms processes. These users are managed through Laserfiche Directory Server. Public Portal License – Allow public users outside your organization to access Laserfiche through Laserfiche Weblink only. These connections are read-only. If your Forms instance has a Forms Portal license, public anonymous users can submit publicly published forms. Subscription License – These licenses are administered through Laserfiche Directory Server and can be combined with an on-premises system: • Process User – These users have read-only repository access and the ability to administer and participate in processes. They can create and manage business processes, Workflows, Teams, and Reports. • Community User – These licenses are for users outside your organization. These users have read-only repository access and the ability to participate in forms processes. • Education User – These licenses are users associated with an accredited educational institution. Possible users include employees, students, alumni, and parents or guardians of students. They will have read-only repository access and the ability to participate in forms processes. 58 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Combining Subscription and Perpetual (on-premises) Licenses - You can purchase subscription full user licenses to add users to your Laserfiche Rio system. However, subscription full users cannot be added to a system with perpetual full named users. Only process users, participant users, community users, and education users can be combined with Laserfiche Rio full named users. Please see Subscription pricing under Laserfiche Price List. With Laserfiche Avante, combining subscription and perpetual licenses works the same way as it does for Laserfiche Rio. However, you cannot use subscription licenses with Laserfiche Avante if you’re not using Directory Server, or if you’re using an earlier version of Directory Server 10.4. Laserfiche Security - Laserfiche security provides fine control of user actions within the repository and what level of information they can access. Users can be authenticated to Laserfiche through username and password or through Windows Authentication (Microsoft Active Directory) and/or LDAP. To make security rights management more efficient, it is recommended that security profiles be created at the group level and all groups be tied to Windows groups through Active Directory. This strategy will automatically provide appropriate access to new users who are added to the domain and will remove access from users as soon as their network login is deactivated. Laserfiche security can be divided into Feature Rights, Access Rights, Permissions and Tags. Feature rights make up the actions a user can take as part of their global security profiles, while Access Rights allow those actions to be fine-tuned based on the type of object to which rights are assigned. Access Rights control user access to folder structures, documents, document annotations, volumes, and metadata. Permissions provide the ability to distribute administrative functions without providing system-administrator level access. Security tags are a way of dynamically assigning security to documents. Tags are user definable and represent the sensitivity level of the documents to which they are assigned. The access level of users is determined by the tags to which they have been granted access. Access Rights - Showing Effective Rights Tab 59 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Encryption can be enabled for content in transit and at rest. Content in transit can be encrypted by leveraging Secure Socket Layer (SSL) and Transport Layer Security (TLS), which are cryptographic protocols used to encrypt and secure communications. Additionally, you can encrypt files in Laserfiche at rest, using Laserfiche’s built in (AES-128, AES-192, or AES-256) volume encryption option. Section 508 Compliance - Laserfiche content management and form submissions support Section 508 compliance. Laserfiche software has a built-in compatibility with text-to-speech (TTS) software; a built-in optical character recognition (OCR) engine generates searchable text from scanned paper and digital documents, making it accessible to all users. Content and processes can be made accessible for visually impaired users without additional configuration by leveraging existing accessibility options, e.g. inverting display colors, in web browsers and operating systems. In addition, user-configured hotkeys provide keyboard access to functionality. However, it should be noted that some select administrative features (such as designing processes) may only be achieved through a drag and drop interface. Document Viewer - Laserfiche has an easy-to-use document viewer that allows for flexible, userconfigurable display of index fields, document properties, predefined tasks, page thumbnails, document notes, and toolbars. The viewer also allows for single page viewing with multiple options for zooming in and out. Users can easily select preset page region views that can be both system and user defined. Automated zooming allows the document viewer to auto-position the view of newly opened pages based on the document type. Laserfiche Client - Laserfiche offers both a Web client and a Windows client. With the web client, staff can search, retrieve, and work on documents within the Laserfiche repository through their web browser (intranet or internet). Web client also includes the ability to scan, index, annotate and move documents via browser access. With web client full security is always maintained protecting your documents. Since web client is accessed through a web browser, you can log in to your repository from anywhere and still view and work with the same repository contents. Additional Web Client Features: ▪ The search bar at the top of the screen now includes several new options for performing quick searches. ▪ View contents of a folder or set of search results as icons. This will display images stored in the repository, such as JPG, Bitmap, and PNG images as thumbnails. ▪ Perform a batch print by selecting multiple documents from a folder or set of search results. The documents will be combined into one single PDF file. ▪ A compact view option has been added to the Folder Browser to allow users to see more documents at once. ▪ Many tools and options have been made more prominent and easier to find, such as column filtering in the folder browser, or annotation toolbar buttons in the document viewer. ▪ Colors assigned to templates are now more prominently displayed on the folder icon in the folder browser. ▪ All details pane tabs can be hidden or rearranged on a user-by-user basis, directly from the details pane. ▪ Media files can now be played directly in the document viewer, where previously they could only be played in the folder browser. 60 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Web Client Document Viewer showing Thumbnails, Image, and Document Template Panes Folder Browser showing Folder Structure, Contents and Metadata Panes 61 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Windows Client Laserfiche Windows Client showing Folder Browser View and Contents Pane Search Options - Laserfiche allows users to search for entries based on almost any property of the entry, from entry names and document text to metadata and creation date. For users, all searches are available in a single cohesive search interface. You’ll benefit from a multitude of powerful search methodologies, including ▪ Full-text, metadata, annotation or folder/file tree search. ▪ Search through spelling variations or misread OCR text with “fuzzy logic” tools. ▪ Save and load common searches. ▪ Copy text, pages or even entire documents from the Search Results pane. ▪ Speed searching through the repository with a Quick Search button from your toolbar. Quick Search 62 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Advanced search syntax gives you more flexibility when specifying the type of search to be performed. Although it is possible to perform most searches without using advanced search syntax, it is useful because it can be used to perform combination and Boolean searches. Advanced search syntax can also be used to refine search results when too many documents are returned. Customize Search Options Search Results - When you have performed a search, the results of your search will be displayed in the Contents Pane. If your search was a full-text search, or an annotation text search, the Context Hits pane will appear in the bottom half of the Contents Pane. A context hit is a selection of the text surrounding the search term, providing you information about the context in which that term was found. Double clicking on an item in the Context Hits pane opens the document to the page where the search term appears. Search Results showing Context Hits 63 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Scanning Interface - Laserfiche has a built-in scanning interface to both the Desktop Client and Web Client. Scanning may be done on your local network directly to the server or scan remotely with the Web Client directly to Laserfiche from outside facilities. You may scan pages as either a document or as a batch. If all the pages you are scanning belong together in one document, scan the pages as a document. If the pages will be divided up into various documents, scan the pages as a batch. Batches make it easy to scan large numbers of pages at once while utilizing the optimum speed of the scanner, and then organize the information later and even by a different user or workstation. Laserfiche works with the most common scanning drivers and supports scanner features such as multiple image resolutions, paper size, color scanning, duplex scanning, and automatic document feeders. It can display images as they are scanned so that the operator can visually verify image acceptability. The system will automatically collate a stack of double-sided pages even if only a single sided scanner is used. Document Scanning Interface Laserfiche Mobile (Laserfiche App) - The Laserfiche mobile app (available with the Web Client) allows you to capture, upload, and securely access and work with documents in and outside your Laserfiche repository. Users can download the Mobile app from Google Play or iTunes App Store. With the Laserfiche Mobil app you can: ▪ Browse for documents in a folder structure. ▪ Search the entire repository or a specific folder. ▪ Create, copy, move, rename, sign, download, print, and delete documents. ▪ Modify document fields. 64 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ View annotations. ▪ Submit and approve forms. ▪ Start and view business processes. ▪ View ESRI maps and layers to view and search related documents. ▪ Search for documents by their location description. Mobile – Menu Mobile – Inbox Mobile – Form Laserfiche Workflow - Workflow is a powerful business process automation tool that improves productivity, provides rule-based routing, email notifications, activity monitoring and built-in reporting. It allows you to create repeatable processes that are built in the Workflow Designer to interact with entries (files) in the Laserfiche repository. A Workflow pattern can be easily designed to automate nearly any manual business process. Processes can be designed and created with simple click and drag functionality and can be triggered by numerous items both inside and outside of Laserfiche. ▪ More than 150 built-in activities help you create workflows quickly. ▪ Pre-built process templates for common processes such as contract management, new hire onboarding, accounts payable, expense reports, public records requests, and more (process templates require minimal configuration). ▪ Route documents for review and approval, and when new content is created. ▪ Review and approve submitted forms from a tablet, smartphone, web browser, or email. ▪ Automatically send email notifications when content is created, edited, or deleted. ▪ Rename and file documents in the correct folder automatically on import. ▪ Display documents and required actions at various stages of a process. ▪ Apply annotations to text. ▪ Set Records Management properties. ▪ Retrieve document location information. ▪ Format Forms Submissions with Rich Text Fields, Workflow can insert formatted text into Word document templates. ▪ Improve performance by monitoring and analyzing how long each process takes to run and which steps took the longest to complete. ▪ Track where documents are in the process and who is working on them. ▪ View a full history of all business process steps related to a document. 65 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ Update and modify Word documents, extract information from Forms and launch a Laserfiche Forms process from a workflow. ▪ Integrate with other business applications to run processes such as updating metadata from information stored in an external database. Laserfiche Workflow Designer (Showing E-Forms Contract Processing) Laserfiche Email - Allows users to send documents stored in the Laserfiche repository to internal and external recipients. ▪ Allows users to share documents with people who do not have access to Laserfiche. ▪ Select whether to include markups such as annotations, stamps, redactions, etc. ▪ Email specific pages of a document, the entire document, or multiple documents as an attachment. ▪ Or email a link to the document to licensed Laserfiche users, when a Laserfiche user receives the email they can click on the link and the document will open in the Laserfiche Viewer. 66 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Snapshot - Converts electronic documents into TIFF images and imports them into your digital repository. ▪ Functions like a standard Windows print driver and can process nearly any electronic document. ▪ Import Microsoft Word and Adobe PDF files, Web pages, CAD maps, audio and video files, and more. ▪ Options allow users to specify page orientation, resolution, color depth, and other properties. ▪ Snapshot dialogue box allows users to configure what folder to store the document in and what metadata you want to assign for each page. MS Office Integration - Office Integration is a Laserfiche component that allows users to take advantage of Laserfiche features when working with Microsoft Word documents, Excel spreadsheets, PowerPoint presentations, and Outlook messages in their native Microsoft Office applications. With Office Integration, you can quickly save files to Laserfiche directly from Office applications, update Office documents already in your repository and easily attached Laserfiche documents to MS Outlook e-mails. The web client installation now includes the Laserfiche Document Preview Service, which allows you to display Microsoft Office documents directly in the document viewer or the folder browser preview pane without needing an Office Online installation or account. This allows users to easily view their documents without needing to download them or use the Office Integration. Users can still take advantage of the Office Integration for editing documents, and sites with Office Online can also edit documents directly in the browser for co-authoring as well. Opening Office documents has also been streamlined, as they can be opened with a single click. In addition, users can now create Office documents directly in the repository without needing to first create them externally and import them. Save Files Directly to Laserfiche in Office Applications SharePoint Integration - With the Laserfiche and SharePoint Integration components included with Laserfiche Web Access, documents can be easily accessed from Microsoft® SharePoint®. List any part of your Laserfiche repository on a SharePoint page. Scan directly to a Laserfiche folder, right from your SharePoint site. Retrieve Laserfiche documents or folders using the SharePoint search box. Map Locations - Laserfiche provides the ability to associate a location on a map with a document or folder using Google Maps, ESRI cloud maps, or ESRI on-premises maps. Each location has both 67 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM associated GPS coordinates and a location description; by default, the location description is the street address of the location. This location can be viewed in the details pane of the folder browser or document viewer or used to perform a search. For example, maintenance requests might be associated with the location of the property that needs maintenance. The map can then be used to view the location of a request, or a search could be performed to find all such properties within a mile of a specific location, making it easier to quickly perform maintenance on close-by properties. They could also perform searches based on the location description. Payment Gateway Integration with Forms - Laserfiche Forms features integrations with Braintree and Authorize.Net so you can accept payments in form submissions. After you save your merchant account information, you can enable Collect payment in a message start event or user task to insert a payment gateway interface into a form. You can: ▪ Set up multiple Braintree and Authorize.Net accounts. ▪ Set up one gateway for sandbox mode before switching to a second gateway for production mode. ▪ Use different gateways for different types of transactions or currencies. Laserfiche Web Administration Console - The Laserfiche Web Administration Console is an administrative tool that provides secure access to your Laserfiche repository for authorized users via an Internet browser. Administrators can work in their repositories from anywhere, including remote sites, client computers, and even mobile devices, easily and securely. Here are just some of the actions that can be performed from the Admin Console: manage Users and Groups, manage Volumes, Templates, and Fields, manage Security Profiles, manage Repository Options, and much more. 68 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Audit Trail - Audit Trail enables you to track activities performed in a Laserfiche repository. The tracked information is stored in log files that Audit Trail uses to generate reports. Combined with other aspects of the Laserfiche system, auditing not only helps to show compliance with legal regulations, but also contributes to the security of the Laserfiche repository. Laserfiche offers three modules that monitor varying events in the Laserfiche repository: Starter Edition, Standard Edition, and Advanced Edition. Laserfiche Advanced Audit Trail tracks the following events: ▪ Login and logout. ▪ Creating, editing, printing, or deleting documents. ▪ Creating, editing, or deleting templates, fields, and annotations. ▪ Adding security tags. ▪ Exporting documents, volumes, or briefcases. ▪ Sending document to the Recycle Bin. ▪ Granting or revoking login rights for Windows accounts. ▪ Adding or removing users from Laserfiche groups. ▪ Modifications to access rights. ▪ Modifications to repository-wide settings. ▪ The creation, modification or deletion of users and groups. ▪ Password changes. ▪ Track all searches users perform. ▪ Require users to enter reasons for performing specific actions. ▪ Automatically add watermarks to printed or exported documents. 69 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Audit Trail 11 introduces a new audit reporting experience to make it easier to create and view audit reports. When adding columns to a report, available columns are now grouped together to make them easier to find. There are also many more columns, allowing you to view even more granular information about your repository activity. These include a set of Changes columns that pinpoint what changed during the audited operation. Laserfiche Audit Trail Reporting is a Web application that enables you to view, filter, and export audit data stored in binary log files. You can create reports to analyze audit data, view the information as a chart, filter it to include only the information relevant to you, and export the data for use in spreadsheet programs such as Microsoft Excel. You can also save reports for future use. The following demonstrates how reports can be run and viewed as a graph in various ways: 70 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Most Viewed Documents in Weblink Portal Displayed as a Line Graph Productivity Report Displayed as a Bar Graph Digital Signature Options Laserfiche Digital Signatures- Digital Signatures gives users the ability to automatically sign and validate documents as they are created, reviewed, and archived without leaving the Laserfiche environment. Digital signatures are a form of electronic signatures that act like a digital notary to your electronic assets, allowing you to verify the condition of your documents for the duration of their lifecycle. A digital signature is a way to indicate that a document is authentic, has been signed by a particular person, and has not been modified since the signature was applied. 71 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Adobe Sign –This integration is for self-hosted customers and can be accessed through the Laserfiche Business Process Library. With this integration, Laserfiche can make requests for digital signatures using Adobe Sign as part of a built-in step for any automated process. DocuSign - The Laserfiche Integration with DocuSign enables users to initiate a signing process from within Laserfiche Web Access. Users may select the type of signing process they are initiating and attach documents that need to be a part of that process. Also, once the signing process is complete, documents are imported back into the Laserfiche Repository from DocuSign as new versions of the un-signed document. Information captured during the signing process may be mapped to Laserfiche metadata fields. (Requires Web Access) OneSpan Digital Signatures - OneSpan Sign for Laserfiche includes integrations into both the Web Client and Workflow applications within the Laserfiche Platform. Within the Web Client, OneSpan Sign is fully embedded, enabling you to prepare, manage, and send documents directly from Laserfiche. Within the Workflow application, using the OneSpan Sign workflow activities, you can add OneSpan Sign electronic signature capabilities within new and existing workflow processes. With both integrations, e-signed documents and the audit trail are automatically saved back to Laserfiche after the signature process is complete. Laserfiche Discussions - Laserfiche Discussions is a website where users can collaborate, share ideas, and learn. Users can start discussions or ask questions for the entire user community, or they can create content within public or private groups. Laserfiche Discussions allows users to: ▪ Create content by starting discussions, posting announcements, asking questions, and replying to others. ▪ Collaborate with the right audience. With public, private, or hidden groups, users can share their content with the right group of people. ▪ Subscribe to interesting topics and posts. Users can easily keep up with the conversations and subjects they care about with subscriptions. When users subscribe to a topic or post, they'll receive email notifications when there's new content to see. Laserfiche Federated Search - Laserfiche Federated Search is a web application that allows you to perform searches across multiple repositories at the same time. Administrators can configure Federated Search to search across any or all the repositories at their site, including repositories that are not hosted 72 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM on the same Laserfiche Server. This allows users who work in multiple repositories, or who are not sure which repository stores a piece of information, to quickly find documents in any repository. Federated Search supports the common search types (document text, fields, entry names, and annotation text), and respects the user’s search options. It also respects Laserfiche security settings and will not return results that a user would not be able to see when searching within an individual repository. Federated Search can be configured to allow users to search across Windows network drives and Google Drive accounts. These results are aggregated into a single results list, along with repository and website searches. Distributed Computing Cluster - Distributed Computing Cluster allows you to distribute the processing work for Laserfiche applications like Workflow and Web Access onto one or more machines dedicated to performing that work. As a result, Laserfiche applications can add features that require significant resources without increased load on the server. Laserfiche Forms Essentials - Forms Essentials offers the core features including mapping out processes, designing forms, and basic reporting capabilities. ▪ Build Forms and business processes. ▪ View an operational dashboard to view information quickly and easily on a process. ▪ View reports on process instances, tasks, and process data ▪ Organize and route tasks to other users. ▪ Direct approval through email. Laserfiche Forms Professional – New Custom Forms Designer allows you to build web forms in minutes. Laserfiche Forms allows you to create electronic fillable forms easily and quickly with simple drag and drop that can be published on intranets or public websites with no coding or scripting required. Capture information and process it quickly to ensure information is accessible to authorized employees throughout your organization. Laserfiche Forms is a Laserfiche module that eliminates paper forms, accelerates review and approvals, increases transparency, and automates Forms-based processes. Forms reduces processing time by automating routing and notifications while enabling simultaneous review by multiple users. By providing analytics like dashboards and centralized task lists, Forms makes it easy to identify any bottlenecks in the process. The Business Process Library provides prebuilt forms and process diagrams for a variety of common business processes to fast track the implementation. 73 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Forms Designer Process Modeler ▪ Choose from a wide variety of fields, checkboxes, drop-down, database lookups, and geo-tag locations to collect the exact information in the precise format needed. ▪ Hide or display fields based on selections made in other fields. ▪ Place fields side-by-side and adjust field widths. ▪ Include required fields so forms will not be submitted with incomplete information. ▪ Customize the layout of your form with editable fonts, colors, backgrounds, and uploaded images. ▪ Automatically pull data from primary applications to prepopulate fields such as name, address, and phone number reducing the need to rekey or manually validate information. ▪ Maintain a record of the submitted information by saving the form to your repository as a TIFF or PDF. ▪ Automated form routing for processes such as review and approval with the Forms business process modeler. ▪ Easily approve or deny forms via simple email reply. ▪ Use Timer Event functions that launch processes on a set schedule or after a specific period and reroute a workflow when a deadline has passed. ▪ Create reports showing the status and progress of each process. ▪ User-based team management. ▪ Implement secure features such as Digital Signature boxes and Captchas. ▪ Payment Gateways - configure multiple Authorize.Net and Braintree profiles. ▪ Rich Text Fields - submitters filling out Forms can add bullet points, style text, and include links in their submissions. ▪ Dynamic Form Selection allows you to also specify a form based on the value of a variable. ▪ Location field allows you to store a geolocation field in a form as the Location property for the form saved in a repository. ▪ Time out users after a set period of inactivity. ▪ Forms Designer Themes include Winter, Spring, Fall, Summer, High Contrast Mode, and High Contrast Mode II 74 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Forms Designer Users that can access Forms: ▪ Full Named Users: provides full access to all functionality within Forms. ▪ Process Users: Read-Only repository access, full Forms functionality. ▪ Community Users: Read-Only repository access, can submit Forms and participate in Forms processes. ▪ Public Users: Public users do not need to sign in to Forms or have a Laserfiche account. Anybody can submit a form. Requires Laserfiche Forms Portal. Laserfiche Forms Portal - Extends the functionality of your Laserfiche Forms application to publicly available forms that can be completed and submitted online anonymously, meaning users do not need to login to complete and submit a form. Laserfiche Solution Templates – The Business Process Library features a variety of prebuilt processes and accompanying forms tailored for a variety of business needs. Each business process consists of one or more Forms processes that will be installed when you click download. Additional files that are required for the process to run must be downloaded from the Process details page and configured separately. 75 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Public Portal - Laserfiche WebLink is a user-friendly public portal site for providing read-only access to documents. This enables you to access the information quickly and easily you need from anywhere in your office or even from a remote location. For example, an organization that you work with might use WebLink to share files with you, or your local city government might use WebLink to distribute documents to the public. Laserfiche Quick Fields - Quick Fields is a highly customizable data capture solution that automatically captures your critical information from paper, electronic documents, and databases then organizes it for fast retrieval. By automatically capturing the data you need, Quick Fields can reduce or eliminate the need for manual data entry, which is labor-intensive and error prone. Quick Fields collects the precise data you need—such as zip codes, bank account numbers and invoice numbers—and then compares it to information in other application databases to verify its accuracy and ensure that it is correctly formatted. In addition, data extraction tools can draw information from other databases to automatically fill in index fields. Data extraction tools automate these processes to reduce the amount of staff time spent transferring information between applications and integrating it into your business processes. 76 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Quick Fields options include: ▪ Bar Code – reads a variety of industry standard bar codes horizontally and vertically. ▪ Zone OCR – automatically extracts text from specific form areas for rapid data capture and index field population. ▪ Real-Time Lookup – populates template fields and validates metadata by retrieving data stored in client databases and other applications. ▪ Pattern Matching – uses regular expressions to separate extracted data, such as zip codes, from larger blocks of text captured by Zone OCR and verifies that is correctly formatted. ▪ Check Scanning – captures images of checks with supported Digital Check Corporation (DCC) scanners. ▪ Form Identification – automatically recognizes the form or document based on its overall structure, even in the absence of barcodes, form data or other distinguishing information. ▪ Form Registration – automatically repositions the document to match a master form, correcting for scanning errors and improving data extraction. ▪ Form Extractor – removes form outlines, isolating data for more accurate capture. ▪ Optical Mark Recognition (OMR) – detects marks on surveys, tests, and ballots. OMR can determine whether check boxes have been filled in. ▪ Document Classification – eliminates the need for sorting prior to forms processing by recognizing multiple types of forms in a single session. Laserfiche Quick Fields Agent - Quick Fields Agent allows you to schedule Quick Fields sessions and have them run unattended. By scheduling when document processing occurs, your organization can use 77 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM network resources at non-peak hours. Quick Fields Agent keeps track of all scheduled sessions and reports on the results of schedules that have run. Laserfiche Records Management - Laserfiche Records Management simplifies the life cycle management of business records and supports the automatic enforcement of consistent, organizationwide records policies and reduces the cost of regulatory compliance. Records Management Highlights: ▪ DoD 5012.2 compliant ▪ Enforce enterprise-wide records policies, regardless of your records’ format, location, or content, and without additional staff training. ▪ Create records from documents already under management. ▪ Search for records according to status or location. ▪ Automate life cycle management from document creation to final disposition. ▪ Run reports detailing where records are in their life cycle and which records are eligible for transfer, accession, or destruction. ▪ Log all system activity, providing an audit trail that can be used to prove adherence to your records management plan and compliance with regulations. ▪ Ensure the future accessibility of your archived records with storage in non-proprietary TIFF file format. ▪ Safeguard records with comprehensive access controls. ▪ Promote compliance with Sarbanes-Oxley, HIPPA, USA PATRIOT ACT, SEC, FINRA and other regulations. ▪ Simply business continuity planning by centralizing your organization’s information. ▪ Reduce litigation risks associated with expired and outdated records. ▪ Respond to e-discovery order quickly and confidently. ▪ Instantly provide large numbers of records to auditors, without trips to the records room or offsite storage facilities. Laserfiche Records Management has been updated to enable greater organizational flexibility in how records are handled, while still enforcing security restrictions to help them meet their compliance needs. Cutoff and retention policies can now be assigned directly to any entry in the repository, without needing to be located within record series. In addition, holds (previously called freezes), can be placed on any entry in the repository, regardless of its folder structure or whether it is a record. Assigning a hold to a document does not make it a record. In addition, users can provide names for holds, and apply multiple holds to a document, or a single hold to multiple documents at once. Holds can also be assigned due dates, and users can search for every document with a hold or a due date. Administrators can also view all holds in the management page, and quickly view a list of all documents with a hold. Laserfiche Import Agent - Import Agent can automatically retrieve files stored in a Windows folder and import them into a Laserfiche repository allowing numerous image capture devices (multi-function copier/scanners, network fax server, etc.) to work with Laserfiche. Automatically assign user-defined document templates, auto-populate index fields and create unique document names. You can also schedule Import Agent to import documents during off-peak hours. Laserfiche Email Archive - allows you to automatically archive emails to Laserfiche using Import Agent. Emails can be archived to multiple repositories based on various conditions. Additionally, Email Archive 78 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM can extract and assign metadata to the emails saved in Laserfiche. It can also extract and save attachments and the email’s distribution list file. Laserfiche Connector - Integrate Laserfiche with third party software applications in minutes without programming. Laserfiche Connector provides a streamlined experience for integrating Laserfiche with business applications such as CRM and ERP systems. Laserfiche Connector integrates easily through user-defined hotkeys and embedded icons. Laserfiche Connector allows you to: ▪ Searching the Laserfiche repository based on fields from third-party applications such as CRM and ERP systems. Both basic and advanced searching is supported. If only one result is found, the document will automatically open in the Laserfiche Client, Laserfiche Web Access or Laserfiche WebLink. ▪ Launching Laserfiche Scanning and automatically populating metadata for the scanned documents with information from a third-party application. ▪ Connecting two applications by allowing one of them to start the other (including the ability to pass parameters between them). ▪ Choosing whether any of the above actions are activated from a keyboard shortcut, a button embedded in the application's title bar, or both. Laserfiche Toolkit (SDK) - The SDK (Software Development Kit) allows your organization to more effectively put content to use by integrating Laserfiche with third party applications. Custom solutions can be created using any language with COM support, which means Web sites, scripts, Windows applications, or anything else compatible with COM libraries, including all .NET languages, can easily communicate with the Laserfiche Server. The SDK comes with detailed documentation that includes tutorials and sample source code in C# and Visual Basic .NET. Laserfiche ScanConnect - ScanConnect enables you to use ISIS scanning drivers. A collection of ISIS drivers is included with ScanConnect, enabling you to scan using supported scanners. A list of supported scanners can be found on the Laserfiche Support Site. If your scanner is not listed, you can manually install any ISIS drivers your scanner's manufacturer has provided. Piggy-Back Clause The RFP pricing for scanning services is Piggy-backable and we request a clause included in Agreement if we are selected. This agreement between the Organization and the Contractor for the Organization’s requirements of select item(s) of personal property and/or personal services, the Contractor agrees to extend the same pricing, terms and conditions to each and every political entity, special district, and related non-profit entity. It is understood that political entities, special districts, and related non-profit entities that piggyback on this quote shall make purchases in their own name, make direct payment, and be liable directly to the contractor holding the Organization harmless. The Organization may, at its option, charge an administrative fee to those political entities, special districts and related non-profit entities who avail themselves of this agreement. Bid Zip RFP #4548/ECS Imaging, Inc._290832/RFP 4548 Electronic Case Management System Redacted.pdfNAME OF PROPOSAL ELECTRONIC CASE MANAGEMENT SYSTEM RFP 4548 Submitted To: COUNTY OF HAWAI’I OFFICE OF THE CORPORATION COUNSEL Date Submitted: May 6, 2024 Valid Through: August 5, 2024 Submitted By: ECS Imaging, Inc. 5905 Brockton Ave. Suite C Riverside, CA 92506 Toll Free – (877) 790-1600 Phone: - (951) 787-8768 Fax - (951) 787-0831 www.ecsimaging.com sales@ecsimaging.com 2 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM County of Hawai’i 25 Aupuni Street, Suite 1101 Hilo, Hawai’I 96720 ATTN: Department of Finance Dear Department of Finance, Established in 1990, ECS Imaging became a Laserfiche Solutions Provider in 1995 and has been the largest provider of Laserfiche Document Management solutions in the western United States for 29 consecutive years. ECS Imaging is the longest running and largest provider of Laserfiche in California since 1995. The company currently holds the rank of third largest in the World. With over 30 years of experience in the industry, over 400 public and private sector customers, and a large technology staff to serve you, ECS is the best qualified partner to implement and support your Laserfiche system. We are committed to delivering unparalleled service and support for your Laserfiche system now and into the future. Laserfiche provides a user-friendly and robust feature set including workflow and business process management, integrated electronic forms, automated data capture tools, granular security, and many integration capabilities. The system is highly customizable and scalable to support thousands of users and an abundance of information. Laserfiche is easy to install, easy to learn, and easy to use. The system will be implemented by a team of professionals who have been implementing and supporting Laserfiche systems for over 28 years. ECS is a Platinum Certified Laserfiche Solutions Provider and maintains the largest, most experienced engineering, project management, and support staff to serve you. We have experienced business analysts to assist with designing, consulting, and implementing automated processes and integrations with third party systems. With over 100 years of collective implementation experience, our subject matter experts can provide you with an invaluable resource that is hard to match in the document management industry. We are also a Laserfiche Premier Partner. Unique with ECS Imaging Support, we offer free Webinars, User Groups, Annual Conference, and a monthly E-newsletter to all our clients. In providing this, we offer a unique advantage that gives our clients additional training opportunities, a forum for sharing ideas, use case knowledge in the Laserfiche Community, updates on the latest features and functionality of Laserfiche at no additional cost. These training and consulting opportunities are ECS’ way of giving back to our clients on an ongoing basis. The ECS customer first approach is validated by the volume of satisfied ECS customers and our high customer retention rate year over year. Many customers who started with us in 1995 are still using Laserfiche being supported by ECS. ECS’s consistent 5-Star Google rating from our customers is a testament to our success and the success of our customers. ECS will be your document management partner not only during project implementation but well into the future as we continue to provide exceptional best practices, consultative recommendations, and support for your Laserfiche system. ECS is a California certified small business and 100% women owned. Thank you for your consideration. Sincerely, Debbi Bodewin Chief Consulting Officer 951-787-8768 x1109 debbi@ecsimaging.com 3 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM TABLE OF CONTENTS EXECUTIVE SUMMARY .......................................................................................................................................... . 4 COMPANY BACKGROUND AND EXPERIENCE .......................................................................................................... 5 EXPERIENCE AND CAPABILITIES ........................ ................................................................................................................. 6 ORGANIZATIONAL CHART - CONFIDENTIAL ............................................... .......................................................................... 9 PAST PERFORMANCE (REFERENCES) - CONFIDENTIAL ............................................................................. .............................. 9 LASERFICHE QUALIFICATIONS ......................................................................................................................................... 15 TECHNICAL SPECIFICATIONS AND FUNCTIONAL REQUIREMENTS ......................................................................... 17 MANDATORY REQUIREMENTS – CONFIDENTIAL ........................... ..................................................................................... 17 COST PROPOSAL - CONFIDENTIAL ................................................................................. .................................................. 38 LASERFICHE RIO PRICE LIST ....................................................................................................................... ..................... 39 ECS IMPLEMENTATION, PROJECT MANAGEMENT, TRAINING AND ONGOING SUPPORT - CONFIDENTIAL ........... 44 ROLES AND RESPONSIBILITIES................................................. ........................................................................................ 44 PROJECT PLAN .............................................................................................. .............................................................. 45 PROJECT STATUS ...................................................................................................................... ................................... 47 PROJECT PERSONNEL .............................................................................................................................................. ...... 47 ECS SCOPE OF WORK SOLUTION – CONFIDENTIAL............................................................................................................. 47 SYSTEM REPORTING, DATA MIGRATION, AND INTEGRATION .............................................................................. 52 LASERFICHE PRODUCT DESCRIPTIONS AND FEATURES ....................................... .................................................. 56 4 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Executive Summary ECS Imaging is proposing the Laserfiche Document Management System to meet County of Hawai’i’s comprehensive Case Management needs for its immediate and future requirements. Leveraging the existing Laserfiche platform, ECS has the expertise and capabilities to meet and exceed the requirements of this RFP. ECS has over 28 years of experience implementing Laserfiche ECM Solutions and has been recognized as a top 3 worldwide leader by Laserfiche in 2017 and named Laserfiche Enterprise Partner of the Year in 2024. ECS is a certified Laserfiche Premier Partner, provides Laserfiche support and services to more than 30 Counties and is the current Laserfiche Solution Provider for the County of Hawaii. ECS is proposing the existing Laserfiche platform which has been a county-wide solution standard for more than 15 years. The existing user licenses in the Corporation Counsel and IT departments would be leveraged to provide a central repository for managing the retention and storage of Hawai’i County’s documentation and images, while providing ease of access and robust security. Users will access the system through a user-friendly, Windows-centric, Web browser interface, or Mobile device. The existing Forms and Workflow features will automate the routing, notifying, reporting, indexing, and filing of documents. OCR and process automation will assist in the processing of both new and old data needing importation or imaging. Integration with MS Office suite is inherent in Laserfiche and will provide time savings collaboration. Laserfiche is a trusted software solution by more than 40,000 sites worldwide including more than 1/3 of the Counties nationwide, and 3,000 Cities. The Laserfiche software solution meets all the required capabilities outlined in the RFP and much more. The software provides easy-to-use document management, document storage and retrieval capabilities through an intuitive and flexible interface that will be easily customized to meet your specific needs. Flexible licensing allows us to deliver the solution currently needed and will allow scalability for future growth. Users will access the system through a user-friendly, Windows-centric, Web browser interface, or Mobile device. Laserfiche e-Forms will provide the tools to create truly paperless processes from start to finish. The built-in capture platform will automate the recognition, indexing, and filing of documents. Workflows will assist in processing of both new and old data needing approval, routing, and filing. The Laserfiche solution will be implemented by a team of professionals who have been installing and supporting Laserfiche for 28 years. Based on our experience in the industry, longevity as a Laserfiche Solution Provider, and our highly qualified support and technical staff, you will find ECS Imaging to be an exceptional partner for your current and future document management needs. Our Customer focused Team is dedicated to our customers’ success and resolving any issues efficiently and effectively. ECS has a depth of knowledge and experience with over 200 Laserfiche certifications collectively, along with many network and database certifications, we can provide support for the full Laserfiche product suite. ECS will provide the knowledge we have gained through the implementation and support of over 400 Laserfiche systems across the United States. ECS Imaging has been one of the largest providers of Laserfiche enterprise content management solutions since 1995. Our long history of successful installations and “Client Centric” approach to building comprehensive solutions is underscored by our extensive list of supported accounts. Through a strategic partnership with ECS Imaging, we know that this project and future ones will be a success. Based on our extensive experience in the industry you will find ECS Imaging to be an exceptional partner for your content management needs. 5 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Company Background and Experience ECS Imaging has been in business for 33 years and has maintained the same mission since its inception; the customer comes first. With a strong leadership team delivering a consistent vision, ECS works to provide our customers with the highest quality service possible. Our mission of blending technology to meet business needs has been the foundation. ECS became a Laserfiche Solutions Provider in 1995 and has achieved top performance recognition consistently every year since. The company services our customers’ implementations from our Headquarters in Riverside, with Team Members serving all of California. ECS Imaging has the highest certification level possible as a Platinum Certified Laserfiche Solution Provider. We are honored with the consistent ranking as the top Solutions Provider in the western United States for 27 consecutive years and achieving status as the 3rd largest Laserfiche provider in the world since 2017. ECS was recognized as the Laserfiche Enterprise Partner of the Year for 2024. Our efforts are focused on helping organizations become more efficient by automating manual tasks and eliminating paper-based business processes. We specialize in providing local government innovative turn-key document management solutions with the award winning Laserfiche Enterprise Content Management Systems. ECS Imaging is a full-service document management solutions provider offering a full range of turn-key services including: ▪ Laserfiche Software Installation and Consulting ▪ Project Management ▪ Systems Integration ▪ Cloud Migration Services ▪ Business Process Automations and Consulting Services ▪ Data Conversion Services ▪ Digital Signature Solutions ▪ On-going Support of Software and Hardware ▪ Remote and On-Site Training and On-going Support ▪ Out-of-the-box Integrations and Custom Integrations with 3rd Party Applications ▪ Custom Documentation ▪ Scanning Services (including Large Maps, Microfilm, Microfiche conversion) ▪ Complimentary Quarterly User Group Workshops with Training ▪ Complimentary Annual Training Conferences (20 Years) ▪ Complimentary Monthly Training Webinars Our goal is to help organizations of all sizes improve business operations and increase productivity. We can help your organization: Eliminate Paper Based Processes, Automate Data and Information Collection, Secure Information from Unauthorized Use, Simplify and Secure the Management of Business Records, Meet Regulatory Compliance Needs, and more. 6 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Experience and Capabilities With the largest technology staff of any Laserfiche Solution Provider in the Western US, we have the expertise, experience, and proficiency to successfully install and support any size Laserfiche system for any type of business. We have implemented systems for individual departments, multiple departments, multiple locations, Enterprise wide and Nationwide. We are a local government specialist with over 150 City and 20 County Laserfiche implementations. We understand the industry compliance requirements for government and document management in general. Our targeted focus provides expert consultative knowledge shared with our entire customer base. Additionally, ECS provides a personal touch with a dedicated implementation, project management and customer success team assigned to your projects. All ECS Executive, Sales and Technical staff attend training sessions on an annual basis. Staying up-todate and informed on the latest features and enhancements within Laserfiche and the Document Management Industry providing our clients with the best consulting and support services available. As a Platinum Certified Laserfiche Solutions Provider, all ECS Technicians are Laserfiche certified and currently hold over 200 Laserfiche Certifications collectively. ECS has earned Winner’s Circle status annually for over 20 years. Laserfiche Winners Circle is an exclusive annual recognition for only the top Laserfiche Solution Providers that demonstrate outstanding sales, performance, best practices, and a commitment to exceptional customer service. Recently, ECS received the 2022 Transformation Award, and 2022 Laserfiche Cloud Solution Provider of the Year. ECS was also awarded the Enterprise Partner of the Year for 2024. Additionally, ECS is now a Laserfiche Premier Partner. This new Partnership standard assures our customers we have passed new benchmarks for Customer Success, Satisfaction, and expertise in the product. Laserfiche Workflow is a built- in, robust, activity-based business process automation tool that will simplify, organize, and expedite the way you do business. ECS regularly provides services to design and implement business process automation solutions for our customers. Automated processes include but are not limited to: • Automated Taxonomy for Document Filing and Processing (Naming conventions, Auto-Filing, OCR Processing, Auto-indexing and more) • Routing Content for Review, Delegation and Approval • Collaboration with Multiple reviewers and levels • Routing in sequential, parallel, conditional, and ad hoc methods • Database Lookups (Prepopulate Index Fields and Data Validation) • Customizable E-Mail Notifications and Reporting • Auto-fill PDF’s and Word Documents • Calculations of missing records and retention management • Integration using ODBC lookups, C#, VB Scripts, MS Exchange, and Custom • Reporting to evaluate insights, monitoring, productivity, and analysis of the business processes • Pre-built Out of Box Workflows Laserfiche Forms is a built-in, web-based tool allowing you to replace paper forms with easy-to-design web forms that can be embedded on intranets, public websites and from within the Laserfiche Web Client. ECS has broad experience in building and implementing hundreds of Forms and Forms processes. Following is a broad range of some examples: 7 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM • Human Resources Forms o Time-Off Requests Form o Travel and Expense Requests Form o New Employee Onboarding and New Hire requests o Personnel Action Form o Employment Application Form: City of Hesperia: https://permits.cityofhesperia.us/Forms/HR-EmploymentApplication • Public Records Request Form o City of Azusa: https://publicdocs.ci.azusa.ca.us/Forms/pra o City of Diamond Bar: https://edocs.diamondbarca.gov/Forms/PRR o City of Lancaster: http://prr.cityoflancas terca.org/Forms/prr • Accident Report Request: City of Clovis PD: https://cpdonlinereport.ci.clovis.ca.us/Forms/TAR • Agenda Submission Form • Election Nomination Form • Purchasing Departmental Forms o Contract & Amendment Submittal Form o Vendor Information Form • COVID-19 related forms and processes • Universal Funding Request Form, Grant Forms, and many more o Hawai’i County: https://records.hawaiicounty.gov/Forms/NPGrantApplication Laserfiche offers Solution Templates (at no additional cost) which feature pre-built processes and forms tailored for a range of business needs. You can download and use these as templates for your own processes with minimal configuration. ECS has developed a Contract Approval Routing System that is available on the Laserfiche Solution Marketplace, also at no additional cost. ECS Imaging Laserfiche WebLink Clients - See how some of our clients are taking advantage of Laserfiche’s WebLink Public Portal - https://ecsimaging.com/documents-on-demand/ System Integration - Laserfiche provides the ability to easily send and pull data information from itself to other business applications in the organization. The ECS team of professionals has executed successful integrations between Laserfiche and 3rd party applications using multiple tools provided including the SDK toolkit, Out of Box Connector wizard, Workflow, Forms and out of box URL links. Common Integrations including but not limited to: • Financial Systems: Tyler-InCode Technologies, Munis Financial, JD Edwards, Eden Financial, Springbook, QSS, Peoplesoft Financials, SAP • ERP/CRM Systems: Peoplesoft, NeoGov, Datatel, Microsoft Navision & Dynamics, Linux-Based, Green-screen, Banner, SalesForce, Redtail • Permit Systems: Sungard Permits, H.T.E., Accela, Eden, Tyler-Energov* • GIS Systems: ESRI, AutoDesk, Geo Docs • Law and Justice: ISD Court Case Management, HITS (Hawaii Island Tracking System), ECS Custom Upload to District Attorney, Mugshot and Sixpack Applications, Criminal Justice Information Systems (CJIS) • Other Applications: Microsoft Office & SharePoint, PlanetPress Transactional Documents, Psigen capture, DocuSign Digital Signatures, OneSpan eSignatures, Granicus, eScribe • Cloud Hosted: Amazon Cloud, Azure and private • And hundreds more with Laserfiche Connector 8 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM * Tyler EnerGov Integration by ECS Imaging - In 2015, ECS Imaging developed a custom integration with the Tyler EnerGov permit system. The Integration offers organizations the ability to centralize long term and archival storage of EnerGov documents and files in Laserfiche. The integration automates the process for sending documents to Laserfiche in an intelligent way – through dynamic routing – that stores incoming documents and metadata into an easy to browse folder structure in Laserfiche. The seamless integration provides users the ability to easily retrieve documents directly from Energov while being stored in Laserfiche. The Integration works with both the Tyler Energov On-premises and Cloud Versions. Data Conversion / Migration - ECS has performed many data migrations and has the tools and expertise to ensure a smooth transition. We will design a data migration strategy that maximizes the speed of your migration while balancing the need to eliminate downtime. Conversions include documents and associated data such as file names, index values, and annotations. Conversion list. The following provides a list of over 30 different systems converted by ECS to Laserfiche: 1. Questys 2. FileNet 3. LibertyNet 4. AX/OTG/Legato 5. Sire 6. OnBase 7. ImageNow 8. DISC Image 9. Image X 10. Documentum 11. SharePoint 12. Papervision 13. Alchemy 14. Microsoft Access 15. OpenText 16. Minolta 17. Sytech 18. Content Verse 19. DAZEL 20. ImageFlow MuniMetrix 21. HP Trim/Rim 22. Infoworks 23. Exigen – Visiflow 24. Fortis/File Magic 25. Alfresco 26. Stellant 27. ATPAC 28. DocStar 29. Excalibur on VAX 30. IBM Content Manager 31. Versatile 32. Sytech 1DocStop 33. Presynct Technical Experience and Certifications Certifications: ▪ MBA ▪ PMP ▪ CompTIA A+ ▪ CompTIA Network+ ▪ AIIM Capture Practitioner ▪ Laserfiche Platinum Programming Languages: ▪ C++ ▪ C# ▪ Java Script ▪ HTML/HTML5 ▪ VB.NET ▪ Visual Basic ▪ SQL How the ECS Team is here for you: Executive Team ✓ Key Stake Holders ✓ Ensuring (ARO) Accountability, Responsibility, Ownership ✓ Leadership Customer Success Team ✓ Main Point of Contact /Feedback ✓ User Experience and Success ✓ Coordination of Services ✓ Product Consulting Project Management Team ✓ Projects for Business Process Improvements ✓ Automated Workflows & Forms Processes ✓ Laserfiche Integrations ✓ Training on Laserfiche solutions Technical Support team ✓ Technical Support ✓ Updates and Upgrades ✓ Server and Cloud Migrations ✓ Training on products 9 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Organizational Chart - Confidential Past Performance (References) - Confidential ECS is committed to our customer’s success: By providing exceptional and consistent implementation, training, and support services we can ensure that our customers have the tools and knowledge to successfully achieve their document management initiatives. This is reflected in the feedback we have received from our customers through over 90+ 5-Star Google Reviews. Links to Google Reviews and Customer Success Stories. County of Hawai’i 101 Aupuni Street #325, Hilo, HI 96720 Contact: Benjamin McMillan, IT Analyst for Prosecuting Attorney’s Office Phone: (808) 934-3314 Email: Benjamin.McMillan@hawaiicounty.gov System Configuration: The County’s Rio enterprise system is the County-wide standard. Includes over 700 Full Users, 2 Weblink Public Portals with unlimited users for internal and public with view only access, Forms Professional, Forms Portal, Quick Fields Context, Quick Fields Agent, Import Agent, Plus for Publishing, SDK Toolkit, and ScanConnect. Used in 22 Departments County-wide. A separate application server environment is used for the Prosecuting Attorney Dept. which is on a separate domain. Multiple applications are integrated with Laserfiche. 10 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Public Portal access link: https://records.haw aiicounty.gov/weblink/Browse.aspx?dbid=0&startid=24914&cr=1 County of Hawai’i Grant Success Story in 2022 leveraging Laserfiche Forms: https://ecsimaging.com/2022/12/county-of-hawaii-grants-applicat ion-form-and-process/ See Online Grants Application Form https://records.hawaiicounty.gov/Forms/NPGrantApplication Planning Department Success Story: The County of Hawaii’s Planning Department is in Hilo on the Big Island of Hawaii and is responsible for gathering information to assist Planners in evaluating factors pertinent to land use on the Big Island and to provide technical advice to the Mayor, Planning Commission and the County Council on all planning and land use matters. The Department is also in charge of Subdivision and Zoning Codes. Within the Planning Department is the Long-Range Division which handles Legislative Review and Testimonies, General Plan Amendments, Code and Rule Amendments, Community Development Plans, Ordinances and Resolutions, The Land Use Inventory and Consultant Services Contracts. Managing land use responsibilities involves dealing with a lot of documents. Not only did the Planning Department require a quick and easy way to access and retrieve their documents, but they also needed to be able to link all related documents together so they could access all pertinent information at the same time. After networking with other County departments, the Planning Department decided that Laserfiche would be the best solution for their business process requirements. Some of the deciding factors included how seamlessly Laserfiche integrates with Microsoft Office applications, how quickly and easily it can be incorporated into the existing system management infrastructure without a major investment of programming time, the fact that the system can grow with their organization to easily accommodate new departments and an expanding workforce, and ultimately, how easily and quickly information can be shared. Laserfiche was able to maximize efficiency, productivity, and profitability for the Planning Department. Laserfiche has eliminated manual searching for hard copies of correspondence. The best part is having the ability to know where a file is in the process by giving them the ability to search and access documents at any point in the process. It has eliminated costly errors associated with manually processing paper such as misfiling or losing records altogether. Laserfiche is being used by the Long-Range Division to manage permits and related correspondence. Incoming correspondence is scanned into Laserfiche and dropped into the Long-Range repository that was built from scratch to store all correspondence relating to permits belonging to her section. At that time the correspondence is then updated with metadata with additional information that can be viewed at-a-glance to see who is working on that file. In Laserfiche, all related permits are combined to this file by creating a short-cut which connects the files together as cross-referenced documents. Signed letters are also scanned into a file that was created and the signed letter is immediately mailed out. Laserfiche even catches numerical errors before the hard copy is mailed out. When the documents are scanned into the appropriate folder in Laserfiche, the numbers must match. If they do not, they are shown to the Planner for corrections. Documents can be emailed directly from Laserfiche as either a link to internal users who have access to Laserfiche or as an attachment to recipients who do not have Laserfiche. It removes the obstacles of 11 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM sharing information. Not only is Laserfiche less expensive than the previous system, but the amount of physical labor also required to index the documents decreased substantially. Laserfiche is a pragmatic cost-efficient solution with the benefits of Laserfiche content and business process management distributed throughout the organization. And, because Laserfiche simplifies many business processes, employees work less overtime, experience less stressful situations, and are generally healthier and happier. The goal for the Planning Department is to educate all staff on how to use Laserfiche most effectively. To have users know that they can travel from workstation to workstation and be able to access the information stored in Laserfiche at any location empowers staff to use their time more efficiently. San Bernardino County Behavioral Health 303 E. Vanderbilt Way, San Bernardino, CA 92415-0026 Contact: Anjy Divine, Business Systems Analyst Phone: (909) 383-3993 Email: Angelie.Divine@dbh.sbcounty.gov Project Description: Customer since 2023, Laserfiche Subscription Business Tier with 37 Full Users, Forms Professional, Forms Portal, Audit Trail, Weblink Public Portal, 30 Participant Users (read-only repository access and participate in Forms processes, e.g. contract review and approval), Quick Fields Complete w/ Agent, Import Agent, Direct Share (secure file share up to 200 MB for 30 days), Sandbox w/ 10 Users, Connector, and SDK. Below are examples of Health Case Management Forms for SBCBH: See 4 Tabs: Case Info, Tasks, Recent Cases, Resolve Case. Once all the tasks are completed, and the case resolves, then form closes and files into repository. 12 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Automated Process can also fill out fillable PDF Form and save to repository. 13 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM County of Ventura Public Defender 800 S. Victoria Ave L#1920, Ventura, CA 93009-1920 Contact: Araceli Correa, Public Defender Office Coordinator Phone: (805) 477-7138 Email: Araceli.Correa@ventura.org Project Description: ECS installed a Laserfiche Avante system in 2014. In 2017, the County upgraded to Laserfiche Rio. The system now includes 530 Full Users, 50 Forms Authenticated Participants (users who can participate in Forms processes with read-only repository access), 20 Hybrid Users, Direct Share, Forms Professional, Forms Portal (allows submission of web-based fillable forms by the public), Starter Audit Trail, Import Agent, Quick Fields Agent (for automated data capture), and the SDK. Customer Success Story - Using Laserfiche Forms and Workflows to Streamline Legal Processes: https://ecsimaging.com /2022/08/ventura-county/ City of Lake Elsinore 130 S Main Street, Lake Elsinore, CA 92530 Contact: Candice Alvarez, City Clerk Phone: (951) 674-3124 xt 262 Email: calvarez@lake-elsinore.org Project Description: Customer since 2008 when ECS installed a Laserfiche system with 7 users. The City has added additional licensing and expanded their system with an upgrade to Avante performed by ECS in 2012. ECS currently supports the City’s Laserfiche Avante system with 40 Full Users, Forms Professional, Forms Portal, 5 Forms Participant Users, Starter Public Portal, Quick Fields Real-Time Lookup and Zone OCR, and Import Agent. ECS also provided services to convert 40 GB of data to Laserfiche. We have also provided scanning services to the Engineering and Building and Safety Departments. Customer Success Story: https://ecsimaging.com/2022/02/city-of-lake-elsinore/ Public Records Request: https://lookout.lake-elsinore.org/Forms/Public -Records-Request Weblink Public Portal: https://lookout.lake-elsinore.org/WebLink/Welcome.aspx?cr=1 City of Dublin 100 Civic Plaza, Dublin, CA 94568 Contact: Marsha Moore, City Clerk Phone: (925) 833-6650 Email: marsha.moore@dublin.ca.gov Project Description: ECS acquired the City through a VAR transfer in 2003, performed a database migration and conducted several upgrades. The City’s current Laserfiche system includes access for 60 users, Plus Plug-In and Weblink (both added in 2006), Import Agent (added in 2008), and ScanConnect for use with MFPs (Multi-Function Peripherals). Customer Success Story: https://ecsimaging.com/2023/10/city-of-dublin/ Weblink Public Portal: https://citydocs.dublin.ca.gov/WebLink/Welcome.aspx?cr=1 14 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 15 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Qualifications Laserfiche Leads in Local Government ▪ Laserfiche began in 1987 and is used by more than 40,000 customers worldwide. ▪ Laserfiche has over 30 years of experience in the local government market and is used by thousands of government agencies worldwide including over 3,000 Cities and 1/3 of the Counties Nationwide. ▪ Laserfiche is the enterprise content management (ECM) of choice for the majority of CDG’s top digital cities and counties. Laserfiche Document Management Software is an enterprise suite designed with the same look and feel throughout. It is easy to install, easy to learn, and easy to use. It provides complete control over what type of information is stored, where it is stored, how long it is kept, and who can view that information. Granular security provides multiple levels of protection against unauthorized access to information. Users can benefit from a multitude of powerful search methodologies, including full-text, metadata, annotation, or folder/file tree search. Workflow and Forms can be used in conjunction to automate virtually any business process. Forms Portal and Public Portal extend access to users outside the organization to submit online fillable forms and access publicly available documents. Robust analytical tools provide metrics on system usage, governance, and compliance requirements. While automated extraction tools allow users to simplify the capturing and storage of data. Laserfiche Server is an extremely efficient and robust application that creates a very small network footprint yet can scale to support thousands of users, multiple databases, and an abundance of information. The base server is a security gateway to the suite of Laserfiche products. Images and OCR text are stored natively as TIFF documents and ASCII files (Group IV Compression) to guarantee document integrity as well as future availability. Laserfiche is optimized for Microsoft SQL Server database platform. Metadata information is stored within the database server to allow for scalable quick access. Since Laserfiche utilizes Microsoft SQL database as its backend, it is fully ODBC compliant, meaning it can communicate with most any standard data source. Laserfiche Solution Highlights Content Management: Document Management Content Capture and Imaging Any File Type content Process Automation: Business Process Automation Robotic Process Automation Electronic Forms Reporting and Analytics Platform Services: Records Management (50515.2) Security and Compliance Cloud Content Management ECM Integrations 16 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ Workflow & Robotic Automated Processing ▪ Electronic Forms ▪ Electronic Signatures ▪ WebLink Public Portal ▪ Content Management ▪ Records Management ▪ Access via Desktop, Web, Mobile ▪ Audit Trail & Reporting ▪ Redaction & OCR ▪ Desktop & Web Administration ▪ Advanced Capture Tools ▪ Integration Tools & SDK ▪ Trusted Systems Compliance ▪ Cloud & Self Hosted Laserfiche has excelled at winning awards throughout its legacy since 1987. Here’s a few recent very accomplished accolades. • Gartner Peer Insights - Laserfiche Named a 2020, 2021, and 2022, 2023 Gartner Peer Insights Customers’ Choice for Content Services Platforms. The “Voice of the Customer” • Laserfiche Named a 2021 Product of the Year Award Winner by Cloud Computing Magazine. • Gartner Peer Insights shows 95% would recommend Laserfiche and overall rating of 4.7 of 5. • Net Promoter Score of 60, ranked higher than Apple, Adobe, and Microsoft. • Nucleus Research Traditional old-style enterprise content management (ECM) was an inflexible product designed purely for document storage and simple retrieval. Today, modern ECM includes advanced technologies such as artificial intelligence (AI) and machine learning (ML) that automate business processes, improve data capture and classification, provide contextual search capabilities, and deliver information governance. The Nucleus Research ECM Technology Value Matrix 2018 reflects advances made this past year, evaluating vendors for functionality, usability, and the value that a vendor’s solution brings to the client. • Nucleus Research analyzed the experiences of several Laserfiche clients to understand why they chose that vendor’s enterprise content management (ECM) software solution, and what factors contributed to the continued relationship. Our research found that customers selected Laserfiche for three key reasons over its ECM competitors: user friendly interface, sophisticated functionality, and superior customer support. Nucleus also determined that the Laserfiche client retention rate for this survey was greater than 90 percent. (2017) • Infotech Research Group – Recognized by leading analysts for expertise in serving the government market. • Center for Digital Government – Regularly published in Center for Digital Government trend reports on process automation and shared services. • Government Executive – Featured though leader in Government Executive publication. • Computer World - Best Places to Work • Best in Biz Awards 17 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Technical Specifications and Functional Requirements Mandatory Requirements – Confidential A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Laserfiche is compatible with the following Desktop Operating Systems: • Windows 10 and 11 Laserfiche has a built-in integration with Microsoft Office suite applications including Outlook, Word, Excel and more. MS documents formats can be stored in the repository as well as PDF files. Users can send documents to Laserfiche from within the MS Office suite, fill in metadata without having Laserfiche open. There are automated ways to send to Laserfiche as well including archiving emails with attachments. The integration provides all the MS Office functions from within Laserfiche repository, Forms and simultaneous editing in the Online version. Case Management, Work Control, Litigation and Claims In 2007, ECS built a custom application for the Hawaii County Corporation Council needs to manage workload, cases, and claims. Many of the functions needed were not available in Laserfiche at that time, but today the functions are readily available using Laserfiche out of box features. ECS can leverage the existing technology and licensing the County already owns to accomplish all the desired goals of this RFP. We understand the Corporation Counsel’s needs and will configure a solution to create a modern solution satisfying every need. Laserfiche Forms and Workflow are completely customizable tools reducing staff efforts with automation and allowing manual ad-hoc collaboration. Some of the Laserfiche automated tools include: • Laserfiche Forms, Workflow, database lookups, out of box and custom reporting within the Forms application, Workflow and Client interfaces. • Laserfiche has a built-in one-way Integration with the MS Office suite including Outlook to send emails to the Laserfiche repository. Additional customizations are available using Laserfiche workflow tools to update calendars for example or Import Agent to automatically import emails to Laserfiche. • Provides Mobile access, review processes, tracking and statistics. • Leveraging Laserfiche would not require any data to be converted out of the system. • The County is already licensed for the Laserfiche public portal to provide records to the public. The process of choosing which records to display to the public can be automated or selected individually using the security within the system. A Public Records Request process is also possible using Laserfiche Forms and is a very common solution for our customers. The City of Lake Elsinore success story referenced in past performance demonstrates how this can work. • Several examples in our past performance section demonstrate how to use Laserfiche Forms and Workflow to manage cases: Ventura County Public Defender and District Attorney, San Bernardino County Behavioral Health, and City of Dublin for Contracts Management. 18 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Contract Management Process Example The following is an example of a multi-step forms process for managing and reviewing contract processes including the receipt, review, and approval. The Workflow can send email notifications at any time in the process to remind staff when a task is due. For a contracts renewal process a list of all expirations occurring in 0-30 days, 31-60 days, 61-90 days, or the preferred time frames required by the organization. As an option, we can include a special license type called Participant User License for users involved in the forms process only, external users and/or outside persons. This license type allows limited functionality for users involved in Forms processes. These Users can submit forms, start processes, and complete user tasks and have View access in the repository. Users would login with the email address assigned to the license. These license types can be purchased at any time based on the number of users/vendors who would be involved in the Contract Management process. The Forms Landing Page can include all Forms processes by department or contract type, giving users quick and easy access to all Contract Processes available throughout the organization in one location. Access to these forms processes can be limited through security. The Forms can also include collapsible sections for easier navigation. In the Forms examples below, each blue bar can be minimized. Some of the key features of this Forms process include: • Making Fields Required (* red asterisk) • Field type constraints • Database lookup to auto populate fields • Calculations • Multiple pages with expandable pages • Ability to Upload Attachments • Preview Attachments within Form • Automated Email Notification • Automated Retention Calculation • Automated Routing to Users • Contract Expiration Notification • Automated Destruction Notification • Forms Reporting • Ability to add Signatures Contract Management Form New Contract or Contract Amendment 19 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM The form on the right shows the collapsed/expandable sections from the form on the left. 20 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Email Notifications When a contract is submitted an email notification is sent to designated staff responsible for processing contracts. The body of the email can be customized with messages, links to documents, and any information from the Form itself. Automated Destruction Notification The email destruction notifications can be automated to send at regular intervals and/or run on an ad hoc basis. Document Name is a link to the document in the repository. Following is an example of the email with links. 21 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Action History Shows all actions taken during a Forms Workflow process. The information includes who performed the task, what task was performed and the date and time the action occurred. Reporting Capabilities Below is an example of how Forms provides reporting details on processes that have run. The contents of these reports can be customized to include any information/details from the processes and/or forms. 22 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM All forms and supporting documentation can be automatically filed away in the Laserfiche repository. If a folder does not exist for a particular vendor or document, workflow can create one. If supporting documentation is stored in various folders throughout the repository, each file can be linked as a group allowing users to access any document from any other document in the link group. The list of documents in the link group is displayed in the document viewer next to the document. Forms Designer 23 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Note: Solution Templates contain pre-built forms and processes that can be downloaded and used with minimal amount of configuration. ECS is always available to assist and provide best practices with this process. B. Case and data conversion compatible with Laserfiche. By leveraging the County’s existing investment in Laserfiche, neither conversion nor integration with a case management system would be necessary. C. Security features to protect confidential information. Laserfiche security provides fine control of user actions within the repository and what level of information they can access. Users can be authenticated to Laserfiche through username and password or through Windows Authentication (Microsoft Active Directory) and/or LDAP. To make security rights management more efficient, it is recommended that security profiles be created at the group level and all groups be tied to Windows groups through Active Directory. This strategy will automatically provide appropriate access to new users who are added to the domain and will remove access from users as soon as their network login is deactivated. Redaction - Images and/or text associated with a document can be redacted, allowing you to hide sensitive material from unauthorized users. Only users with sufficient security rights can view redacted material, which will appear highlighted in gray. Users without security rights will see a black or white area, instead of the image or text behind it. You can add comments, view the creator, view the creation date, and see when a redaction was last modified. You can also mark it as protected or private. Marking redactions as protected prohibits users from modifying them. Marking them as private prohibits users from viewing them. Laserfiche security can be divided into Feature Rights, Access Rights, Permissions and Tags. Feature rights make up the actions a user can take as part of their global security profiles, while Access Rights allow those actions to be fine-tuned based on the type of object to which rights are assigned. Access Rights control user access to folder structures, documents, document annotations, volumes, and metadata. Permissions provide the ability to distribute administrative functions without providing system-administrator level access. Security tags are a way of dynamically assigning security to documents. Tags are user definable and represent the sensitivity level of the documents to which they are assigned. The access level of users is determined by the tags to which they have been granted access. 24 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Encryption can be enabled for content in transit and at rest. Content in transit can be encrypted by leveraging Secure Socket Layer (SSL) and Transport Layer Security (TLS), which are cryptographic protocols used to encrypt and secure communications. Additionally, you can encrypt files in Laserfiche at rest, using Laserfiche’s built in (AES-128, AES-192, or AES-256) volume encryption option. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. MS Office Integration Office Integration is a Laserfiche component that allows users to take advantage of Laserfiche features when working with Microsoft Word documents, Excel spreadsheets, PowerPoint presentations, and Outlook messages in their native Microsoft Office applications. With Office Integration, you can quickly save files to Laserfiche directly from Office applications, update Office documents already in your repository and easily attach Laserfiche documents to MS Outlook e-mails. The web client installation now includes the Laserfiche Document Preview Service, which allows you to display Microsoft Office documents directly in the document viewer or the folder browser preview pane without needing an Office Online installation or account. This allows users to easily view their documents without needing to download them or use Office Integration. Users can still take advantage of the Office Integration for editing documents, and sites with Office Online can also edit documents directly in the browser for co-authoring as well. Opening Office documents have also been streamlined, as they can be opened with a single click. In addition, users can now create Office documents directly in the repository without needing to first create them externally and import them. Save Files Directly to Laserfiche in Office Applications Save to Laserfiche from Microsoft Outlook Laserfiche offers two ways to import documents from Microsoft Outlook to your repository. You can automatically save selected emails to a default folder, or you can manually save documents and modify their destinations and properties during the import. If you choose to save documents automatically, you can configure how they will be saved, and you can use tokens to dynamically store them in your repository. Automatically Saving Emails to a Default Folder Automatic email import will send your emails to the default folder specified by your administrator in the Administration Console, using the default email settings configured there. (These options can be configured dynamically. For instance, your administrator could configure Laserfiche to store emails in folders corresponding to the email sender's name.) Because these settings determine how the emails will be imported, you can import them with a single click. 25 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Manually Importing Emails to Your Repository When saving an Outlook email to Laserfiche, you will be prompted to provide certain information about the document. You must provide a name and destination for the new document in Laserfiche. (By default, the document will use the subject of the email as its name.) You may also provide field and tag information for the document. Save Attachments to Laserfiche from Microsoft Outlook Just like when manually saving emails to your repository, you can choose to save only the attachments in a particular message or messages directly to Laserfiche. You must provide a name and destination for the new document in Laserfiche. (By default, the document will use the file name of the attachment as its name.) You may also provide field and tag information for the document. Microsoft Teams Integration with Laserfiche Using Power Automate (Microsoft), automation can be setup to retrieve new files added through Microsoft Teams since those files can be stored to a dedicated folder in SharePoint. Power Automate can then be configured to export that content to a network file location where Laserfiche Import Agent can be configured to retrieve those files and archive to Laserfiche in a preset folder structure in Laserfiche. E. Case statistics, tracking and fiscal reporting functions. Workflow business processes offer enhanced reporting features that provide a wide range of information. This information is available both during and after the business process instance runs. You can use the reporting tools to see which entries have been handled, which users and trustees have participated in the business process, and how long it took them to complete their assigned task. The specificity in business process reporting lets you see information such as: current instance name, status updates, participants, step instructions, and the duration of each step in your business process. The ability to see how long a business process waits at any given Business Process Step activity can be used to troubleshoot the business process. Information regarding the duration of sections of your business process can reveal bottlenecks and help you locate inefficiencies within your business process. Reporting and business process activities These activities, plus the Business Process Options dialog box, allow you to configure what information will be reported on and at what points during the business process that reporting will occur. • Business Process Step: The Business Process Step activity lets you define what sections of your business process should be reported on. Using this activity, you can also group together collections of activities that will be reported on as a single unit. Grouping activities that are not individually important, but are important as a whole, allows you to see reporting that is relevant to your business process. This activity can be configured to report on participants, instructions, resolutions, and due dates. • Update Business Process: This activity updates the business process's status and/or instance name. You can use this activity to update the business process to reflect a certain turn of events or a particular outcome of the Business Process Step in the reporting. Updating the status or instance name allows you to easily search entries related to a specific business process in the Laserfiche client applications. Learn more about searching by business process in the Laserfiche Client. • Update Participant: This activity, used inside a Business Process Step activity, will update the participant(s) configured in the Business Process Step activity. This allows you to assign step 26 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM responsibility without knowing the exact person who will participate; then, use this activity to retrospectively update the Business Process Step with the correct user. • Update Step Instructions: This activity, used inside a Business Process Step activity, will update the instructions of the step. This allows you to change this reporting information based on conditions or deadlines that have been met in the course of the step. • Update Step Due Date: This activity, used inside a Business Process Step activity, will update the due date for the step. This allows you to change the due date based on conditions or deadlines that have been met in the course of the step. • Associate Entries: This activity allows the business process details, shown in the Laserfiche client applications, to be added or removed from entries in your repository. You can also use this activity to replace currently associated entries with other entries; meaning that business process information will be transferred from one entry to the other. Forms Reporting Laserfiche Forms supports dashboards and reports that you can use to identify issues, glance at data, and filter time periods. Laserfiche Forms provides additional reports and functionality. • Process Overview - Process Overview reports detailed data about one process. The data includes instance, duration, and distribution overviews. • Performance - Performance reports detail the performance data about how quickly your process instances are being completed. The time it takes an instance to be completed is known as the cycle time. • Task Loads - Task Loads reports let you view which user tasks in a process are accumulating too many tasks and potentially creating bottlenecks. By selecting the process of interest and adding other criteria, you can generate a heat map that color-codes user tasks according to how many pending tasks they have or how many tasks they've accumulated per day. • Workload - Workload reports let you view how in-progress and completed tasks are distributed over users or teams. Custom Reports - Custom reports provide details about instance data for multiple processes on one report type. Only Process Admin and Business Managers (for all the processes in the report) can create and modify the custom report. Saved Snapshots - Saved snapshots capture a report when you take the snapshot. The snapshot includes the report type, filters, and column configuration, and excludes the underlying data in the snapshot. Report Schedules - Report schedules let you generate a saved snapshot based on a schedule, instead of generating one manually. Anyone who can view the custom report from which the snapshot is generated can also view the report schedule. 27 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM F. Public records request management. Public Records Request Proof of Concept Public Records Request Process This example shows how you can use Laserfiche to Automate Public Records Requests. In this sample you will see how Laserfiche Forms and workflow can automate Public Records requests. Create Your Process Diagram The Process Diagram will include how you would like to route the Form from start to finish. 28 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Forms Labeled for Each Step Once you have figured out your Routing destinations and end event, you will want to create a form tailored to who is submitting, reviewing, and fulfilling the request and what the archived request will look like. The Image here is what an individual will see when they click the link to Submit a Public Records Request on your website. 29 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Once an individual completes the request, they will be prompted with a Thank You Notification which alerts them of the request being fulfilled within X number of business days, they will also have the option to download, print or email the request for their own personal records. An Email notification is sent to the Department Manager/ Records Manager that a new request has been submitted. Within the email is a link to review the request submission Once the link in the email is opened the Department Manager/Records Manager can review the request and route to the correct department where the request needs to be fulfilled. On the right-hand side of the form, you can keep track of the action history for auditing purposes, at each step. 30 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Once the Department selected receives the email notification of the request, they can fulfill the request right within their form view. If the document is not in the Laserfiche Repository they can either upload directly to the form or drag-and-drop into their folder within the repository. In this example the Clerk finds the record and provides the Record ID. They can also add any comments to the request as well. Once the record is found the individual who requested the document will receive an email notification with a link to the document requested. 31 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Once the requestor clicks on the link in the email, they will be routed to the document in the Weblink. Here they can view, download, and print as a pdf the document they have requested. Reporting You can create custom reporting on any form that is created. With the Laserfiche Cloud You can track the progress of your team’s engagement. This can be done by selecting the Operational dashboard and the business process. 32 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Configuring a Secure Payment Gateway This is an option that can be provided as an additional form. Additional information would be needed on what type of payment gateway is being used. G. Secured data storage on-site and off-site. The County’s Laserfiche system is securely stored in the County server environment already. H. Technical support. The Laserfiche Support Assurance Plan (LSAP) is an integral part of keeping your software up to date and ensuring that you have access to all the latest features and functionality the software has to offer. The Laserfiche Software Assurance Basic Plan includes the following: ▪ Unlimited telephone support through your authorized reseller 33 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ Free copies of Software Version Updates, (updates are released an estimated 1-4 times per year). ▪ All the latest hotfixes, updates, and patches to keep your system running at peak efficiency. ▪ 24/7 access to the Laserfiche Support Site and Laserfiche Answers where users will find detailed technical information to help optimize the Laserfiche system. ▪ Comprehensive training opportunities are available to all staff including quarterly Regional Training opportunities and the annual Laserfiche Institute Conference ▪ 100% of the purchase price of your current Laserfiche software can be credited to any new product purchase. ECS Platinum Priority Support is an optional support plan to the basic Laserfiche Software Assurance Plan (LSAP). Where LSAP offers a response time within 24 hours, ECS Priority Support responds promptly to our client’s needs and concerns. Our experienced tech team will respond within 4 hours of our client’s call. Most calls are answered immediately and resolved within the same business day. Also includes admission to our complimentary user group workshops, webinars, and the ECS Annual Customer Conference. ECS Priority Support Plan includes a Toll-Free number with Unlimited Priority Phone Support with a 4- hour response time. Additional support avenues include a dedicated support email account (HelpDesk@ecsimaging .com), and Website with download/upload capabilities. We also offer Remote Desktop Assistance. ECS Priority Support plan is offered for remote technical assistance. Hours can be used for configuring workflows, forms, integrations, training, remedial support, additional consulting requirements, or for version upgrades/releases of the software. Support hours are 7:30 am – 5:00 pm, Monday – Friday PST excluding major holidays. All support will be provided through ECS Imaging, Inc. directly. ECS Platinum Priority Plan includes: 1. 1st Hour of support is free via Chat or Remote connection with ECS Helpdesk 2. Laserfiche software updates installed are included annually 3. 2 Hours of Training for any type of training ECS offers remotely annually 4. Annual performance check-up with an hour environment assessment and consultation • Starting package offered is 10 Hours at a discounted rate of $195/hour prepaid at start. • Utilize Platinum hours for any type of Laserfiche service ECS offers. Each customer maintains an experienced Customer Success Manager dedicated to your current and future needs. Your Customer Success Manager helps coordinate services, provides consultative advice to the project not only at the beginning, but also for planning out future requirements. This level of care ensures a smooth implementation and guarantees that our client’s expectations are met and always exceeded. 34 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ECS Direct Support / Extended Support Hours ECS offers after-hours support on a case-by-case basis, typically for large upgrades to minimize downtime or emergency support. ECS does have customers that run 24/7 operations and provides support when needed for those clients. Laserfiche provides a 24/7 support portal website complete with videos, white papers, knowledgebase articles and Laserfiche Answers for Q&A. Laserfiche has the complete help manual online built into the system with screenshots and context sensitive search for help topics. I. Mobile/Remote Access. Laserfiche Mobile (Laserfiche App) The Laserfiche mobile app (available with the Web Client) allows you to capture, upload, and securely access and work with documents in and outside your Laserfiche repository. Users can download the Mobile app from Google Play or iTunes App Store. With the Laserfiche Mobil app you can: ▪ Browse for documents in a folder structure. ▪ Search the entire repository or a specific folder. ▪ Create, copy, move, rename, sign, download, print, and delete documents. ▪ Modify document fields. ▪ View annotations. ▪ Submit and approve forms. ▪ Start and view business processes. ▪ View ESRI maps and layers to view and search related documents. ▪ Search for documents by their location description. Mobile – Menu Mobile – Inbox Mobile – Form Web Access Web Access is the web version of the application that allows you to access and modify your Laserfiche repository from any computer using a Web browser. Web Access incorporates many of the features and options available in the Laserfiche Windows Client. 35 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM J. Customization features. Laserfiche is user friendly and easily customizable. Both users and admins have abilities to customize in a graphical user interface. ECS can customize and configure for the County or provide training for the County to be empowered. With Laserfiche Forms, customization is limited only by imagination. Laserfiche Forms allows you to build attractive forms which can easily be created with preconfigured templates or customized with editable fonts, colors, uploaded images, logos, and layouts. You will be able to Drag-and-drop form elements including fields, checkboxes, and radio buttons onto a form to collect the exact information needed, in the precise format required. Business Process activities are designed to perform actions specific to business processes. Furthermore, these activities allow you to customize business process reporting so that you can quickly and easily see information that is most important to your business process, such as: current instance name, status updates, participants, step instructions, and the duration of each step in your business process. Business process actions can be tracked using Audit Trail. For example, when a user starts a business process from the Client or Web Access, that user, plus the actions performed, can be recorded and a report can be created on this information. For the business process actions to be recorded, the Entry and Metadata event classes must be enabled under the Audit tab of the group that is being audited. The actions specific to business processes that can be tracked are: Create Business Process, Modify Business Process, Start Business Process, Delete Business Process, Create Business Process Details, and Delete Business Process Details. K. Training. Training is provided onsite by ECS trainers using the installed system. These training sessions can be scheduled for individuals or groups according to their role. Training sessions are developed and tailored specifically to our customers. The duration of training is typically between 1 – 2 days. Training can be provided for new installations, new users, refresher training, updated features and functionality, additional software modules, etc. Below is an overview of the type of training we offer: End-User Training Some of the topics covered in this training are: ▪ Annotations ▪ Customizing the Document Viewer ▪ Document Metadata ▪ Using the Folder Browser ▪ Electronic Documents ▪ Searching ▪ Importing Documents ▪ Exporting and Printing Documents ▪ Snapshot ▪ Emailing Documents One session will be comprised of scanning, batch scanning, advanced scanning, importing, and indexing. Topics discussed in the training are indexing, short-cut keys, batch processing techniques, and cleanup tools. The second session will be for retrieval and viewing only users. This will address the various retrieval methods including Quick Search and the Customize Search options, viewing options, printing, emailing, and customizing tool bar options. This session also covers search results and what information is returned, how to open and view documents, and how to utilize the information returned. Administrator Training 36 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM System Administrator Training begins with a comprehensive overview of the Laserfiche System. This includes each component reviewed in detail. Integration and installation issues are also addressed. The role of the trainer is to provide the participants with a thorough understanding of the Laserfiche system so that they can develop, integrate, and manage the system at their organization. As a Training Outline, they will be learning Template Creation and modification, folder design concepts, Laserfiche security setup and administration, database backup, other miscellaneous tips and tricks for the Laserfiche System Administrator, volume management, other Laserfiche products/plug-ins, most common Laserfiche problems and how to resolve them. Power-User Training - A user of a computer system or program whose skills and expertise are more advanced than most other users, especially a person in an organization who is assigned additional administrative rights and responsibilities for that system or program. ▪ Laserfiche Workflow Admin Training - This hands-on training is for users who will be designing workflows within the Laserfiche System. This class is not exclusive to IT, but users should be technically savvy and familiar with IF/THEN logic. Some of the topics covered in this training are: Parallel and Conditional Routing, E-mail Notifications, Reminders / Deadlines, and Repeat/Looping related to business processes. ▪ Laserfiche Forms Training - This hands-on training focuses on the design and configuration of electronic fillable forms. Power-users will be provided instruction on the functions of Forms submitters, approvals, assigned tasks, reports, performance monitoring, and forms as part of workflow configurations. ▪ Laserfiche Audit Trail Training - This hands-on or group training is for users who will be generating or viewing Audit Reports on the Laserfiche Repository. Laserfiche Audit Trail is typically used to investigate the viewing, retrieval, or export of a document from the Laserfiche Repository. This class is typically limited to Administrators and Power Users with comprehensive access to the Laserfiche Repository. ▪ Laserfiche Records Management Training - This is hands-on training which covers basic records management concepts for records managers and for general staff. This session provides training on the lifecycle of Records from creation to final disposition and includes setting up retention schedules, managing record series and record folders, determining cutoff instructions and disposition, and compliance requirements. ▪ Laserfiche Quick Fields Training - This hands-on training is for users who will be creating Quick Fields Sessions. Typically, this training is for IT or Power Users of Laserfiche and includes automating Quick Fields Sessions, data capture, extraction and validation, image enhancement, and customizing the handling, processing, and information capture for specific document types. Class material is dependent on the Quick Fields modules purchased. ▪ Integration Training SDK / LF Connector - Training for IT applies to integration with specified line of business applications. Complimentary ECS User Training We believe in providing continued added value to our clients on an ongoing basis and assisting them in utilizing the solutions we provide to the maximum potential. That is why we offer complimentary training opportunities throughout the year to provide added value to your Laserfiche investment. We offer free monthly Webinars and User Group Workshops scheduled in Northern and Southern California on a quarterly basis that are hosted by one of our clients at their facility. Our complimentary Annual Customer Conferences are also held in both Northern and Southern California and provide a full day of Laserfiche training, networking, and consultation opportunities. Our 37 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM monthly eNewsletter provides additional information about ECS events and Laserfiche news including product details, new software releases and updates, tips & tricks, client success stories, webinars, industry news with partners, and other on-line training resources. Upcoming Free ECS Training Events: May Webinar: Laserfiche 2024 Empower Conference Highlights – Wednesday May 15, 2024 (10:00 – 11:00 AM PT). Training Events are provided at no cost to ECS customers. Link to events and registration: https://ecsimaging.com/events/ Laserfiche Online Help Resources As part of your Laserfiche Software Assurance Plan, all licensed users of the system will have 24/7 access to the Laserfiche Support site where you will find additional online training opportunities. The Laserfiche Support Site offers a variety of resources to help you use your Laserfiche products more effectively including best practices and tips for using the products, troubleshooting information and hotfixes, technical papers on a variety of topics, product demonstration and how-to videos located on the Laserfiche YouTube site, and a Code Library and other resources for developers. The Support Site is updated regularly. Optional Online Training Opportunities Self-Guided Online Training - Laserfiche offers a Certified Professional Program (CPP) with online courses designed to provide users with step-by-step training on setting up, using, and optimizing Laserfiche software. The first course (ECM 101) is available at no cost and is recommended for anyone new to Laserfiche Support Site https://support.laserfiche.com Laserfiche Answers https://answers.laserfiche.com Laserfiche Cloud Developer Center https://developer.laserfiche.c om/ Laserfiche Video Gallery https://support.laserfiche.com/g allery/#/list#%2Flist Laserfiche Aspire – Learning Resources https://support.laserfiche.com Laserfiche Certified Professional Program (CPP) https://www.laserfiche.com/sup port-learn/certification Laserfiche User Manuals https://support.laserfiche.com/k b/1012253/current-onlinelaserfiche-product-help-files Laserfiche Case Studies https://www.laserfiche.com/c asestudy/ Laserfiche Cloud Trust Center https://www.laserfiche.com/pro ducts/trust/ 38 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche. Additional courses are offered at a cost of $150 per course and provide detailed information to help users maximize the value of their Laserfiche investment. Certification includes a self-paced online exam, if users do not pass the exam on the first attempt, they can take it a second time at no additional cost. Laserfiche Certification: https://www.laserfiche.com/support-learn/certification/ Laserfiche Empower Annual Conference in Las Vegas, NV The Laserfiche Empower Conference provides an added value that includes a multi-day training event with hundreds of classes available for all knowledge levels. The next Laserfiche Empower Conference will be held April 14-17, 2025 at the Mandalay Bay Resort in Las Vegas, NV. L. Licensing and any associated fees. Below is the Laserfiche Rio Pricelist 2024 which the County already is licensed for and 38 full users between IT and Corporation Council department. The price list reflects the 5% increase from Laserfiche going into effect July 1, 2024, should more users be needed. It is not anticipated that additional modules would be needed based on our understanding of the RFP. Cost Proposal - Confidential NOTE: Please see ECS Scope of Work Solution for project details. Description Unit Price Quantity Line Total Optional- ECS Platinum Priority Support Per Hour $195.00 10 $1,950.00 Platinum support hours would provide the ability for ongoing support and minor updates to the Case Management processes. Hours are available in any increment with 10 as the minimum. Hours are offered at a discounted rate and pre-paid at the purchase time. Phone: 951-7878768 Fax: 951787-0831 Quote 877-790-1600 5905 Brockton Ave. Ste. C Riverside, CA 92506 www.ECSImaging.com ECS Imaging, Inc. 5905 Brockton Ave, Suite C Riverside CA, 92506 Products and Services SKU Unit Price Quantity Line Total ECST $32,400.00 1 32,400.00 $ Subtotal 32,400.00 $ Special Terms Subtotal 32,400.00 $ Tax Rate 0.00% Tax $ Shipping $ Total 32,400.00 $ Software Only (Download Only) Turnkey Project Identified in Scope of Work Description 39 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Rio Price List 40 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 41 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 42 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 43 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM *Laserfiche MSRP price list 2024 is subject to change in future years. Professional Services For Ongoing support and project based professional services available. Product Description Code Price ECS Gold Priority Support Hours ECSGOLD $175.00 ECS Platinum Priority Support Hours ECSPLAT $195.00 Optional OneSpan eSign for Laserfiche OneSpan Sign for Laserfiche includes integration into both the Web Client and Workflow applications within the Laserfiche Platform. Within the Web Client, OneSpan Sign is fully embedded, enabling you to prepare, manage, and send documents directly from Laserfiche. Within the Workflow application, using the OneSpan Sign workflow activities, you can add OneSpan Sign electronic signature capabilities within new and existing workflow processes. With both integrations, e-signed documents and the audit trail are automatically saved back to Laserfiche after the signature process is complete. Description (1st Year) Per Transaction OneSpan eSignature, Annual Transactions 1,000 - 4,999 $ 4.21 OneSpan eSignature, Annual Transactions 5,000 - 9,999 $ 3.44 OneSpan eSignature, Annual Transactions 10k - 24,999 $ 2.77 OneSpan eSignature, Annual Transactions 25k - 49,999 $ 2.03 OneSpan eSignature, Annual Transactions 50k - 99,999 $ 1.85 OneSpan eSignature, Annual Transactions 100k - 249,999 $ 1.30 OneSpan eSignature, Annual Transactions 250k - 499,999 $0.99 Description (2nd Year) Per Transaction OneSpan eSignature, Annual Transactions 1,000 - 4,999 Year 2 $ 4.47 OneSpan eSignature, Annual Transactions 5,000 - 9,999 Year 2 $ 3.65 OneSpan eSignature, Annual Transactions 10k - 24,999 Year 2 $ 2.94 OneSpan eSignature, Annual Transactions 25k - 49,999 Year 2 $ 2.15 OneSpan eSignature, Annual Transactions 50k - 99,999 Year 2 $ 1.96 OneSpan eSignature, Annual Transactions 100k - 249,999 Year 2 $ 1.38 OneSpan eSignature, Annual Transactions 250k - 499,999 Year 2 $ 1.05 Description (3rd Year) Per Transaction OneSpan eSignature, Annual Transactions 1,000 - 4,999 Year 3 $ 4.60 OneSpan eSignature, Annual Transactions 5,000 - 9,999 Year 3 $ 3.76 OneSpan eSignature, Annual Transactions 10k - 24,999 Year 3 $ 3.03 OneSpan eSignature, Annual Transactions 25k - 49,999 Year 3 $ 2.22 OneSpan eSignature, Annual Transactions 50k - 99,999 Year 3 $ 2.02 OneSpan eSignature, Annual Transactions 100k - 249,999 Year 3 $ 1.42 OneSpan eSignature, Annual Transactions 250k - 499,999 Year 3 $ 1.09 M. Computer hardware requirements. Laserfiche Server recommended specifications: • CPU: Intel or AMD x64 Processor at 1.8 GHz; 64-bit Windows operating system o If the Laserfiche Server and Laserfiche Full-Text Indexing and Search Service will be installed on the same computer, a quad core CPU is recommended. • Memory: 4 GB RAM o If the Laserfiche Server and Laserfiche Full-Text Indexing and Search Service will be installed on the same computer, 8 GB of RAM is recommended. 44 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM • Operating system: Windows Server 2012 or later • Database engine: Microsoft SQL Server 2014, Microsoft SQL Server 2016, SQL Server 2017, Microsoft SQL Server 2019 ECS Implementation, Project Management, Training and Ongoing Support - Confidential Our scope of services includes a dedicated team consisting of a project manager overseeing standard project tasks, certified technical engineers to develop the solutions, and your customer success consultant ensuring success throughout the implementation. Additionally, our Executive team oversees all projects from a high level to provide leadership and insights throughout the project. The following outlines the ECS methodology for implementation and is based on PMBOK guidelines published by the Project Management Institute. Step I: Requirements Analysis - Gather and Confirm All Requirements for a Successful Implementation. Step 2: Planning - Define the Formal Work Plan, Checkpoints and Milestones for the Project. Step 3: Design - Design Every Aspect of the System in a Design Specification Document Step 4: Build - Build the Solution According to the Design Specification. Step 5: Test - Test the Solution for Functionality, Performance and Design, according to the Specification. Step 6: Revise - Revise the Solution per Testing Results and Conform to Design Specification. 2 rounds included. Step 7: Rollout - Launch the Solution, Supported with Communication, Training and Service NOTE: Please see ECS Imaging Scope of Work below for a detailed description of the steps ECS will take to complete your implementation. Roles and Responsibilities Role Client Responsibilities Client Executive Sponsor ▪ Has final authority and responsibility for the project ▪ Reviews and approves changes to project requirements and project scope ▪ Allocates resources towards the completion of project tasks ▪ Approves final deliverables Client Project Manager ▪ Reports to and receives direction from Client Executive Sponsor ▪ Participates in and approves of project plan requirements, scope, and deliverables ▪ Manages, reviews, and prioritizes the client-side project tasks to stay on time and on budget ▪ Provide status and progress reviews to project team and Client Executive Sponsor ▪ Manages client-side resources (project team members) ▪ Monitor and control project schedule, budget, and quality ▪ Reviews and approves deliverables ▪ Signs off project milestones Client Department Managers ▪ Identifies the department requirements to Client Project Manager ▪ Manages the completion of department specific project tasks ▪ Supervises department specific resources ▪ Reviews and approves department deliverables 45 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Client IT Manager ▪ Validates feasibility of hardware requirements ▪ Acquires and manages configuration of server and client hardware ▪ Supervises IT specific resources ▪ Reviews and approves IT deliverables Client Trainers ▪ Responsible for client hosted training ▪ Serves as the client’s subject matter expert ▪ Long-term power-users or super-users of system information and on-going training for new and existing staff Role ECS Imaging Responsibilities ECS Executive Sponsor ▪ Has final authority and responsibility for the project and deliverables ▪ Reviews and approves changes to project requirements and project scope ▪ Provides additional resources for scope changes ▪ Finalize contract negotiations and commitment of ECS Imaging, Inc. to project ▪ Leads the teams involved for accountability, responsibility and ownership ECS Customer Success Manager ▪ Provide consulting and recommendations for business process improvements ▪ Monitor Project Manager accountabilities ▪ Monitor Technical Manager accountabilities ▪ Maintain active relationship with Client’s Project Sponsor ▪ Ensure exceptional User Experience and Success ECS Project Manager ▪ Provide progress updates ▪ Provide structured implementation methodology ▪ Communicate required process changes to implement solution ▪ Prepare and coordinate solution deployment ▪ Coordinate the availability of staff to meet requirements of project plan ▪ Communicate and confirm scheduled times with the client and ECS staff ▪ Make recommendations for business process improvements ▪ Responsible for delegating configuration and setup per requirements and analysis (engineers and analysts to be determined based on project requirements) ▪ Drive systems testing; resolve nonconformance’s ▪ Participate in User Acceptance Testing; resolve nonconformance’s ▪ Coordinate development of custom documentation to be provided to client ECS Business Analyst ▪ Make recommendations for business process improvements ▪ Analyze current methods and map to desired outcome ▪ Identify gaps between desired outcome and standard software capabilities ECS Trainer ▪ Provide training to Client Trainers and other staff ▪ Develop training documentation ECS System Engineer ▪ Configuration and setup of system ▪ Installation and Configuration ▪ Onsite and Remote Technical Support ▪ Onsite Training ▪ Development Tasks (when needed) ECS Software Engineer ▪ Conversion recommendations and tasks ▪ Development tasks ▪ Integration recommendations and tasks Project Plan The project timeline is flexible, and we will work with your team to determine the right time and pace for the project. Below is an outline of the services that we will provide to ensure the successful implementation of the system. 46 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM After the specific scope of work is defined, we will determine the timeline for the project. We are flexible regarding the start time of the project, including consulting, installation, configuration, and training of all users. The following is a summary project plan with milestones and benchmarks: Step Description of Tasks Date 1 Kickoff Meeting: In the initial meeting, we will review the project plan, define project rolls, discuss, and review project scope, review hardware requirements, set expectations of project milestones, and determine ongoing communication. TBD 2 Software Installation: Upon confirmation of order approval, the software can be installed within two to four weeks, dependent on availability of any requisite hardware. Installation will be a joint effort between the organization’s technical staff and ECS. Detailed hardware recommendations for server-side components will be provided to the organization. Additionally, we assist with initial client/scanner workstation installations and provide instructions for unattended deployment to any remaining workstations. TBD 3 Conversion (as needed): ECS’s development team will convert all appropriate documents and data from the existing document management system or document storage. Please refer to the attached documentation for additional details of the conversion process. TBD 4 Solution Review and Validation Meeting: This meeting is to review the new solution with the organization to ensure the configuration has been completed per the requirements. Changes to the solution are made at this time. Multiple iterations may occur to achieve the final desired solution. TBD 5 Business Process Consultation: These meetings will be held to develop an understanding of the organization’s current business processes and to plan an implementation strategy for Laserfiche. TBD 6 Testing: Testing is performed of the final desired solution to ensure that all aspects of the solution are working as intended. ECS will demonstrate that the system is fully functional, security settings are verified, and the system is validated by the organization to be fully operational and to meet their needs as proposed. TBD 7 Administrative Training: ECS will train the organization’s technical staff in the system’s architecture, databases, backend applications, and interfaces with other systems. Training will also cover how to monitor and manage the security, users, and user rights. This training is designed for the organization’s system administrator and will focus on how to setup the system, folder trees, file structures, templates, volumes, system monitoring, license usage, and backup procedures. TBD 8 Workflow Training (as needed): ECS will train the organization’s technical staff on configuring automated workflow processes utilizing the Laserfiche Workflow module for the Workflow administrator. TBD 9 Forms Training (as needed): ECS will train the organization’s staff on building and using Laserfiche Forms. Training will cover the various steps in creating and customizing web forms to be used internally and/or externally. TBD 10 Records Management Training (as needed): ECS will consult and train the organization’s Records Manager on how to configure and implement the file plan into the solution to account for classification of records stored throughout their lifecycle. Training will cover how to manage records (cutoff, destruction dates, freezing of records, legal holds) along with tracking and reporting tools includes. TBD 11 End User Training (Train-The-Trainer or Classroom Style): User training on how to use the software and to understand the business process. Training will cover how to use all the different software components (Workflow, Forms, etc.). TBD 12 Resolve any issues (Prior to go live date): After end user training is completed, end users may identify some small adjustments in the business process solution. These items will be addressed prior to the Go Live date. TBD 47 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 13 Go Live. An on-site engineer will be available on the Go Live date. TBD Project Status Our dedicated team consists of 15 technical team members to ensure an on-time, smooth project and provide ongoing support when needed. The Technical teams are followed by Executive Sponsors along with ECS’s Customer Success Team who will be involved in your project focusing on a successful implementation, providing assistance, best practices, and a long-term relationship. We will provide access to an on-demand webpage for project statuses, deliverables, responsibilities, and milestones giving everyone involved insight into the project progress. Project Personnel Debbi Bodewin, CEO/Chief Consulting Officer 25+ Years of Industry Experience With ECS since 1995 Chad Rodriguez, MBA - Chief Technology Officer Laserfiche Gold Certified Professional 15+ Years of Industry Experience With ECS since 2010 Toni Lewis – VP of Professional Services 25+ Years Industry Experience With ECS since 2021 Jesse Martinez, Technical Support Director Laserfiche Certified Professional 15+ Years of Industry Experience With ECS since 2007 This team represents a high-level view for managing the project. Additional implementation, project, and support staff will be involved in the project. All ECS Executive, Sales and Technical staff attend training sessions on an annual basis. Staying up-to-date and informed on the latest features and enhancements within Laserfiche and the Document Management Industry providing our clients with the best consulting and support services available. ECS Scope of Work Solution – Confidential Laserfiche Case Management System Introduction The solution aims to develop a comprehensive case management system utilizing Laserfiche Forms and Workflow. The system will streamline the process of managing work control cases, handling new claims, and generating Service Level Agreement reports. The system will improve efficiency, organization, and accountability within the Office of the Corporation Counsel. The solution will provide on demand reporting, analytics and integration with MS Office functions. Objectives 1. Develop a user-friendly interface for initiating and managing work control cases and new claims. 2. Implement automated workflows for routing cases and claims to the appropriate stakeholders for review and approval. 48 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 3. Create SLA reporting functionality to monitor and analyze the performance of the legal department. 4. Ensure data security and compliance with relevant regulations (e.g., GDPR, HIPAA, etc.). Functional Requirements Work Control Cases 1. Users will be able to initiate work control cases through a Laserfiche Form. 2. Each case will be assigned a unique identifier and categorized based on the type of case. 3. Cases will be routed to the appropriate legal team members for review and processing. 4. The system will auto generate outlook invites with dynamic deadlines through workflow. 5. The system will allow for the attachment of relevant documents and notes to each case. 6. Automated notifications will be sent to stakeholders when a case is assigned or updated. 7. Action history through the process of a case can be stored within the case documents in the repository and viewable anytime in the Forms process. 8. Reporting on any of the instances, case types, timeframes will be available on demand or on a schedule. New Claims 1. Users will have the ability to submit new claims through a designated Laserfiche Form. 2. Each claim will be assigned a unique identifier and categorized based on the type of claim. 3. Claims will be routed to the appropriate legal team members for review and processing. 4. The system will auto generate outlook invites with dynamic deadlines through workflow. 5. The system will allow for the attachment of relevant documents and notes to each claim. 6. The system will support the tracking of claim status and history. 7. Claims reports will be available for analytics based on type of claims, time frames and other metadata needed. Reporting 1. Implement functionality to generate SLA reports based on predefined criteria (e.g., case resolution time, response time, types of cases, etc.). a. Includes calculations for dollar amounts: 1. Total Cases by Type 2. Total Amount Paid by Type 3. Total Amount Received by Type 2. Reports will be customizable and exportable in various formats (e.g., PDF, Excel, JPG). 3. SLA metrics will be accessible to authorized personnel for analysis and decision-making. Revision Process 1. Allow for two rounds of revisions to the PRR form and requested documents. 2. Implement a mechanism for tracking and managing revision requests. Detailed Process Overview Work Control Case - Process Overview 1. The submitter completes a “New Work Control Case” form that collects the key information. 49 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM 2. Upon submission, the form and documentation are saved to the Laserfiche repository under attorney specific work folders based on the attorney selected in the form, type of work, and department. a. A new folder named by the WRK case number is created dynamically and includes the submitted form with details, and any supplementary documentation attached by the form submitter. 3. Workflow monitors new cases to perform the following: a. Apply a date to the “Response Due Date” field b. Notify attorneys of a new case in their inbox 4. Attorneys review their work folders in Laserfiche and take appropriate actions to resolve or complete the case. 5. Notes are appended to a Laserfiche “Notes” multi-value fields to track and store attorney notes for historical reference. 6. When a case is ready to be closed, the attorney updates the Status. Workflow is monitoring the status field and will automatically apply a date to the “Date Completed” field and send email notifications that it is complete. New Claim – Process Overview 1. The submitter completes a “New Claim” form that collects key information. 2. Upon submission, the form and documentation are saved to the Laserfiche repository under attorney specific work folders based on the attorney selected in the form, type of work, and department. a. A new folder named by the CLM claim number is created dynamically and includes the submitted form with details, and any supplementary documentation attached by the form submitter. 3. Workflow monitors new cases to perform the following: a. Apply a date to the “Response Due Date” field b. Notify attorneys of a new claim in their inbox 4. Attorneys review their work folders in Laserfiche and take appropriate actions to resolve or complete the case. 5. Notes are appended to a Laserfiche “Notes” multi-value fields to track and store attorney notes for historical reference. 6. When a claim is ready to be closed, the attorney updates the Status. Workflow is monitoring the status field and will automatically apply a date to the “Date Completed” field and send email notifications that it is complete. Deliverables 1. Detailed design documentation outlining the system architecture, workflows, and data model. 2. Developed Laserfiche Forms and Workflow configurations to support work control cases, new claims, and SLA reporting. 3. User manuals and training materials for system administrators and end-users. 4. Test cases and documentation for quality assurance and user acceptance testing. Public Records Request (PRR) Form with Approval Process Introduction The solution aims to develop a streamlined process for handling Public Records Requests (PRR) within the Office of the Corporation Counsel. This includes creating a Laserfiche Form for PRR submissions, 50 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM implementing a three-step approval process, and enabling access rights for the submitter to view the completed form and requested documents in the Laserfiche repository. Objectives 1. Develop a user-friendly Laserfiche Form for submitting Public Records Requests. 2. Implement a three-step approval process for reviewing and approving PRR submissions. 3. Enable access rights for the submitter to view the completed form and requested documents in the Laserfiche repository. 4. Allow for two rounds of revisions to ensure accuracy and completeness of the PRR form and requested documents. Functional Requirements PRR Form Creation 1. Design and configure a Laserfiche Form for submitting Public Records Requests. 2. Include fields for capturing requester information, request details, and any supporting documents. 3. Ensure the form is intuitive and easy to use for requesters. Approval Process 1. Implement a three-step approval process for PRR submissions. 2. Define roles and permissions for each approval step (e.g., initial review, legal review, final approval). 3. Configure automated notifications to alert approvers of pending requests. Access Rights Assignment 1. Upon final approval, assign access rights to the submitter to view the completed form and requested documents in the Laserfiche repository. 2. Ensure access rights are granted securely and in compliance with relevant regulations. Revision Process 3. Allow for two rounds of revisions to the PRR form and requested documents. 4. Implement a mechanism for tracking and managing revision requests. Technical Requirements 1. Utilize Laserfiche Forms and Workflow for form creation and approval process implementation. 2. Configure access rights and permissions within the Laserfiche repository. 3. Ensure compatibility with common web browsers and mobile devices. 4. Implement security measures to protect sensitive PRR information. Deliverables 1. Developed Laserfiche Form for Public Records Requests. 2. Configured approval workflow with three approval steps. 3. Access rights assigned to the submitter upon final approval. 4. Documentation outlining the revision process and associated workflows. 5. User manuals and training materials for system administrators and end-users. 6. Reports on demand on how many PRRs, timeframes and any other variables. Laserfiche Implementation Basic Training 1. Comprising four training sessions along with necessary preparation time, the training program covers Search and Retrieval, Import and Capture, Administration, and Business Process Training (if required). Each training session is expected to last approximately 1 to 1.5 hours. 51 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Project Status Meetings 1. Includes 30-minute project status meetings organized and facilitated by the project manager with the solutions engineer. Regular project status meetings serve as brief and focused gatherings where team members discuss progress, challenges, and upcoming tasks to ensure everyone is aligned and informed. Project Management Team Services and Documentation 1. Includes project team services dedicated team time for essential activities, such as mandatory meetings like requirements gathering and demo sessions. Additionally, the team is responsible for generating crucial project documentation, including but not limited to Scope and Requirements, Business Requirements Document, Testing Instructions, and a Process Flowchart. Project Requirements Scoping and Initial Assessment 1. Includes project requirements scoping and documentation in preparation for project implementation. This involves a concise yet thorough examination of the project's scope, objectives, and initial conditions. This phase aims to define key requirements, identify potential challenges, and lay the groundwork for a comprehensive project plan, ensuring a solid foundation for successful execution. 52 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM System Reporting, Data Migration, and Integration Reporting Repository searches provides details on contents of the repository. Audit Trail tracks all actions that occur in the system, and Forms reporting provides analytics on processes. The following provides a list of out of the box reports: • For Records Management: Eligible for Cutoff, Eligible for Disposition, Vital Records Review • For Auditing: Deletions, Failed Logons, and Page Creation • For Security: Access Rights Report for Specific Records or Folders, Access Rights Reports for Child Entries, User Security Report for Rights and Privileges • General Reporting: Flexible Metadata Reporting • Forms/Workflow: Flexible Business Process Reporting Engine Laserfiche Audit Trail records events that take place in a Laserfiche repository and Laserfiche Forms enabling you to view those events as part of a report. Productivity Report For System reporting, Audit reports enable you to view, filter, and export your audit information. You can create reports to analyze audit data, view the information as a chart, filter it to include only the information relevant to you, and export the data for use in spreadsheet programs such as Microsoft Excel. You can also save reports for future use. Forms Reporting – The Reports page shows all the reports that have been assigned to you. A report is a customized list of instance results for a business process. Process Admins for a business process can create and assign reports to users, enabling them to see instance results that they would otherwise not have access to. 53 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM An instance is a single time a process has run. Results and reports list instances that you have permission to view. You can see the instances name, status, who started it, the start date, the current step it's on, and more. A Report is a selection of instance information based on a user-determined set of columns and filters. Reports are administered from the Results page. Reports and results can be filtered and downloaded so that you can see the exact information you need in the format that's most convenient. 54 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Workflow Reporting - For Process Reporting, the Reports page in Laserfiche Process Automation lets you visualize process and data in the form of graphs, heatmaps, and pie charts. You can apply filters to visualize data from only a certain period or for a specific process version. Reports are grouped into four major types: • Performance: View a scatter plot of when instances were completed, and a bar chart showing how many instances were completed over a time range. • Work in Progress: View statistics about in-progress instances, such as which stages of a process are possible bottlenecks. Includes forecasts of completion dates and how many in-progress instances to expect in the future. • Task Loads: View a color-coded heat map of which user tasks in a process are accumulating the most tasks. • Form Reports: Visualize data about the values your users entered for each field in a form, or view individual form submissions. • Workload: View which users or teams have the most in-progress or complete tasks. 55 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM On the Reports page, the Form Reports section lets you view individual submitted forms and aggregated data from submitted forms. The aggregated data can be viewed as tables, pie charts, and bar charts. On the Reports page, the Irregularity report shows you which tasks from a process have been suspended or terminated, and the number of times this occurred. This report displays statistics for both user tasks and service tasks. The Workflow Monitor page provides an interface for reviewing performance and troubleshooting issues. From here, every instance (or execution) of a workflow definition can be reviewed and terminated if required. Search for instances in progress to verify whether they are waiting for input or just stuck, and request termination of that instance if required. Review terminated instances to determine if there is an issue in a workflow definition in need of improvement. Finally, review completed instance performance, and locate possible bottlenecks in the process. ECS can provide training to allow County staff to configure and run reports or ECS can provide the services to develop the necessary reporting configurations for the County. Data Integration The ECS data integration and loading process involves the systematic collection, transformation, and loading of data into the repository. Data collection includes document source identification and metadata extraction (if any), data transformation includes consultation and recommendations on normalization to make consistent for document naming, folder structuring, and metadata standardization, data loading includes the import of the data and leveraging a workflow to implement the data transformation process. After these steps are completed, data validation is performed to ensure quality assurance, security and access controls are applied based on the organization’s requirements and ECS recommendations, then the solution is released to the organization for final testing and validation. ECS has a structured process and checklist for this process, as well as predefined index templates, folder structures, and naming conventions to use as a starting point. 56 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Product Descriptions and Features Laserfiche Directory Server - Laserfiche Directory Server controls licensing and activation for Laserfiche products in Laserfiche Rio and Laserfiche Avante installations. An administrator can generate application licenses for available Laserfiche applications, can allocate available licenses to user accounts, and perform other actions involving license administration. Improved log-in experience for Laserfiche desktop-based applications, such as Quick Fields, Scanning, Snapshot and Connector with support for SAML, AD FS and MFA authentication, Single Sign On and multifactor identification to provide for streamlined and secure sign ins. Laserfiche Directory Server 11 can also provide user authentication for Laserfiche 11 products. This allows single sign-on across the Laserfiche web client, Laserfiche Forms, Laserfiche App, and Laserfiche Discussions. For example, a user can sign-in to the web client and be automatically signed in when 57 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM viewing Laserfiche Forms. Directory Server administration is available through an administration website. Laserfiche Server is an extremely efficient and robust application that creates a very small network footprint yet can scale to support thousands of users, multiple databases, and an abundance of information. The base server is a security gateway to the suite of Laserfiche products. Images and OCR text are stored as TIFF documents and ASCII files (Group IV Compression) to guarantee document integrity as well as future availability. Laserfiche is optimized for Microsoft SQL Server database platform. Metadata information is stored within the database server to allow for scalable quick access. Since Laserfiche utilizes Microsoft SQL database as its backend, it is fully ODBC compliant, meaning it can communicate with most any standard data source. Laserfiche has several license types that allow users different levels of access to Laserfiche applications: Named User License – Gives a user a license that is specifically reserved for them. With this license they can access the repository and other Laserfiche applications. Each Named User License may be associated with only one user or device. There are three types of Named User Licenses: 1. Repository Account License are allocated to individual Laserfiche Servers, and only grant access for a single repository. 2. Directory Named License which includes Laserfiche, Windows, and LDAP directory accounts allow users to access multiple repositories. In most cases, these are managed through Laserfiche Directory Server. 3. Device License reserves a license for a particular computer and only applies to desktop applications. This license type is best for workstations set up to be used as kiosks where a single access portal or a scan station can be used by multiple users. Participant User License – Provide read-only access to repositories and the ability to participate in, but not design or manage, forms processes. These users are managed through Laserfiche Directory Server. Public Portal License – Allow public users outside your organization to access Laserfiche through Laserfiche Weblink only. These connections are read-only. If your Forms instance has a Forms Portal license, public anonymous users can submit publicly published forms. Subscription License – These licenses are administered through Laserfiche Directory Server and can be combined with an on-premises system: • Process User – These users have read-only repository access and the ability to administer and participate in processes. They can create and manage business processes, Workflows, Teams, and Reports. • Community User – These licenses are for users outside your organization. These users have read-only repository access and the ability to participate in forms processes. • Education User – These licenses are users associated with an accredited educational institution. Possible users include employees, students, alumni, and parents or guardians of students. They will have read-only repository access and the ability to participate in forms processes. 58 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Combining Subscription and Perpetual (on-premises) Licenses - You can purchase subscription full user licenses to add users to your Laserfiche Rio system. However, subscription full users cannot be added to a system with perpetual full named users. Only process users, participant users, community users, and education users can be combined with Laserfiche Rio full named users. Please see Subscription pricing under Laserfiche Price List. With Laserfiche Avante, combining subscription and perpetual licenses works the same way as it does for Laserfiche Rio. However, you cannot use subscription licenses with Laserfiche Avante if you’re not using Directory Server, or if you’re using an earlier version of Directory Server 10.4. Laserfiche Security - Laserfiche security provides fine control of user actions within the repository and what level of information they can access. Users can be authenticated to Laserfiche through username and password or through Windows Authentication (Microsoft Active Directory) and/or LDAP. To make security rights management more efficient, it is recommended that security profiles be created at the group level and all groups be tied to Windows groups through Active Directory. This strategy will automatically provide appropriate access to new users who are added to the domain and will remove access from users as soon as their network login is deactivated. Laserfiche security can be divided into Feature Rights, Access Rights, Permissions and Tags. Feature rights make up the actions a user can take as part of their global security profiles, while Access Rights allow those actions to be fine-tuned based on the type of object to which rights are assigned. Access Rights control user access to folder structures, documents, document annotations, volumes, and metadata. Permissions provide the ability to distribute administrative functions without providing system-administrator level access. Security tags are a way of dynamically assigning security to documents. Tags are user definable and represent the sensitivity level of the documents to which they are assigned. The access level of users is determined by the tags to which they have been granted access. Access Rights - Showing Effective Rights Tab 59 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Encryption can be enabled for content in transit and at rest. Content in transit can be encrypted by leveraging Secure Socket Layer (SSL) and Transport Layer Security (TLS), which are cryptographic protocols used to encrypt and secure communications. Additionally, you can encrypt files in Laserfiche at rest, using Laserfiche’s built in (AES-128, AES-192, or AES-256) volume encryption option. Section 508 Compliance - Laserfiche content management and form submissions support Section 508 compliance. Laserfiche software has a built-in compatibility with text-to-speech (TTS) software; a built-in optical character recognition (OCR) engine generates searchable text from scanned paper and digital documents, making it accessible to all users. Content and processes can be made accessible for visually impaired users without additional configuration by leveraging existing accessibility options, e.g. inverting display colors, in web browsers and operating systems. In addition, user-configured hotkeys provide keyboard access to functionality. However, it should be noted that some select administrative features (such as designing processes) may only be achieved through a drag and drop interface. Document Viewer - Laserfiche has an easy-to-use document viewer that allows for flexible, userconfigurable display of index fields, document properties, predefined tasks, page thumbnails, document notes, and toolbars. The viewer also allows for single page viewing with multiple options for zooming in and out. Users can easily select preset page region views that can be both system and user defined. Automated zooming allows the document viewer to auto-position the view of newly opened pages based on the document type. Laserfiche Client - Laserfiche offers both a Web client and a Windows client. With the web client, staff can search, retrieve, and work on documents within the Laserfiche repository through their web browser (intranet or internet). Web client also includes the ability to scan, index, annotate and move documents via browser access. With web client full security is always maintained protecting your documents. Since web client is accessed through a web browser, you can log in to your repository from anywhere and still view and work with the same repository contents. Additional Web Client Features: ▪ The search bar at the top of the screen now includes several new options for performing quick searches. ▪ View contents of a folder or set of search results as icons. This will display images stored in the repository, such as JPG, Bitmap, and PNG images as thumbnails. ▪ Perform a batch print by selecting multiple documents from a folder or set of search results. The documents will be combined into one single PDF file. ▪ A compact view option has been added to the Folder Browser to allow users to see more documents at once. ▪ Many tools and options have been made more prominent and easier to find, such as column filtering in the folder browser, or annotation toolbar buttons in the document viewer. ▪ Colors assigned to templates are now more prominently displayed on the folder icon in the folder browser. ▪ All details pane tabs can be hidden or rearranged on a user-by-user basis, directly from the details pane. ▪ Media files can now be played directly in the document viewer, where previously they could only be played in the folder browser. 60 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Web Client Document Viewer showing Thumbnails, Image, and Document Template Panes Folder Browser showing Folder Structure, Contents and Metadata Panes 61 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Windows Client Laserfiche Windows Client showing Folder Browser View and Contents Pane Search Options - Laserfiche allows users to search for entries based on almost any property of the entry, from entry names and document text to metadata and creation date. For users, all searches are available in a single cohesive search interface. You’ll benefit from a multitude of powerful search methodologies, including ▪ Full-text, metadata, annotation or folder/file tree search. ▪ Search through spelling variations or misread OCR text with “fuzzy logic” tools. ▪ Save and load common searches. ▪ Copy text, pages or even entire documents from the Search Results pane. ▪ Speed searching through the repository with a Quick Search button from your toolbar. Quick Search 62 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Advanced search syntax gives you more flexibility when specifying the type of search to be performed. Although it is possible to perform most searches without using advanced search syntax, it is useful because it can be used to perform combination and Boolean searches. Advanced search syntax can also be used to refine search results when too many documents are returned. Customize Search Options Search Results - When you have performed a search, the results of your search will be displayed in the Contents Pane. If your search was a full-text search, or an annotation text search, the Context Hits pane will appear in the bottom half of the Contents Pane. A context hit is a selection of the text surrounding the search term, providing you information about the context in which that term was found. Double clicking on an item in the Context Hits pane opens the document to the page where the search term appears. Search Results showing Context Hits 63 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Scanning Interface - Laserfiche has a built-in scanning interface to both the Desktop Client and Web Client. Scanning may be done on your local network directly to the server or scan remotely with the Web Client directly to Laserfiche from outside facilities. You may scan pages as either a document or as a batch. If all the pages you are scanning belong together in one document, scan the pages as a document. If the pages will be divided up into various documents, scan the pages as a batch. Batches make it easy to scan large numbers of pages at once while utilizing the optimum speed of the scanner, and then organize the information later and even by a different user or workstation. Laserfiche works with the most common scanning drivers and supports scanner features such as multiple image resolutions, paper size, color scanning, duplex scanning, and automatic document feeders. It can display images as they are scanned so that the operator can visually verify image acceptability. The system will automatically collate a stack of double-sided pages even if only a single sided scanner is used. Document Scanning Interface Laserfiche Mobile (Laserfiche App) - The Laserfiche mobile app (available with the Web Client) allows you to capture, upload, and securely access and work with documents in and outside your Laserfiche repository. Users can download the Mobile app from Google Play or iTunes App Store. With the Laserfiche Mobil app you can: ▪ Browse for documents in a folder structure. ▪ Search the entire repository or a specific folder. ▪ Create, copy, move, rename, sign, download, print, and delete documents. ▪ Modify document fields. 64 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ View annotations. ▪ Submit and approve forms. ▪ Start and view business processes. ▪ View ESRI maps and layers to view and search related documents. ▪ Search for documents by their location description. Mobile – Menu Mobile – Inbox Mobile – Form Laserfiche Workflow - Workflow is a powerful business process automation tool that improves productivity, provides rule-based routing, email notifications, activity monitoring and built-in reporting. It allows you to create repeatable processes that are built in the Workflow Designer to interact with entries (files) in the Laserfiche repository. A Workflow pattern can be easily designed to automate nearly any manual business process. Processes can be designed and created with simple click and drag functionality and can be triggered by numerous items both inside and outside of Laserfiche. ▪ More than 150 built-in activities help you create workflows quickly. ▪ Pre-built process templates for common processes such as contract management, new hire onboarding, accounts payable, expense reports, public records requests, and more (process templates require minimal configuration). ▪ Route documents for review and approval, and when new content is created. ▪ Review and approve submitted forms from a tablet, smartphone, web browser, or email. ▪ Automatically send email notifications when content is created, edited, or deleted. ▪ Rename and file documents in the correct folder automatically on import. ▪ Display documents and required actions at various stages of a process. ▪ Apply annotations to text. ▪ Set Records Management properties. ▪ Retrieve document location information. ▪ Format Forms Submissions with Rich Text Fields, Workflow can insert formatted text into Word document templates. ▪ Improve performance by monitoring and analyzing how long each process takes to run and which steps took the longest to complete. ▪ Track where documents are in the process and who is working on them. ▪ View a full history of all business process steps related to a document. 65 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM ▪ Update and modify Word documents, extract information from Forms and launch a Laserfiche Forms process from a workflow. ▪ Integrate with other business applications to run processes such as updating metadata from information stored in an external database. Laserfiche Workflow Designer (Showing E-Forms Contract Processing) Laserfiche Email - Allows users to send documents stored in the Laserfiche repository to internal and external recipients. ▪ Allows users to share documents with people who do not have access to Laserfiche. ▪ Select whether to include markups such as annotations, stamps, redactions, etc. ▪ Email specific pages of a document, the entire document, or multiple documents as an attachment. ▪ Or email a link to the document to licensed Laserfiche users, when a Laserfiche user receives the email they can click on the link and the document will open in the Laserfiche Viewer. 66 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Snapshot - Converts electronic documents into TIFF images and imports them into your digital repository. ▪ Functions like a standard Windows print driver and can process nearly any electronic document. ▪ Import Microsoft Word and Adobe PDF files, Web pages, CAD maps, audio and video files, and more. ▪ Options allow users to specify page orientation, resolution, color depth, and other properties. ▪ Snapshot dialogue box allows users to configure what folder to store the document in and what metadata you want to assign for each page. MS Office Integration - Office Integration is a Laserfiche component that allows users to take advantage of Laserfiche features when working with Microsoft Word documents, Excel spreadsheets, PowerPoint presentations, and Outlook messages in their native Microsoft Office applications. With Office Integration, you can quickly save files to Laserfiche directly from Office applications, update Office documents already in your repository and easily attached Laserfiche documents to MS Outlook e-mails. The web client installation now includes the Laserfiche Document Preview Service, which allows you to display Microsoft Office documents directly in the document viewer or the folder browser preview pane without needing an Office Online installation or account. This allows users to easily view their documents without needing to download them or use the Office Integration. Users can still take advantage of the Office Integration for editing documents, and sites with Office Online can also edit documents directly in the browser for co-authoring as well. Opening Office documents has also been streamlined, as they can be opened with a single click. In addition, users can now create Office documents directly in the repository without needing to first create them externally and import them. Save Files Directly to Laserfiche in Office Applications SharePoint Integration - With the Laserfiche and SharePoint Integration components included with Laserfiche Web Access, documents can be easily accessed from Microsoft® SharePoint®. List any part of your Laserfiche repository on a SharePoint page. Scan directly to a Laserfiche folder, right from your SharePoint site. Retrieve Laserfiche documents or folders using the SharePoint search box. Map Locations - Laserfiche provides the ability to associate a location on a map with a document or folder using Google Maps, ESRI cloud maps, or ESRI on-premises maps. Each location has both 67 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM associated GPS coordinates and a location description; by default, the location description is the street address of the location. This location can be viewed in the details pane of the folder browser or document viewer or used to perform a search. For example, maintenance requests might be associated with the location of the property that needs maintenance. The map can then be used to view the location of a request, or a search could be performed to find all such properties within a mile of a specific location, making it easier to quickly perform maintenance on close-by properties. They could also perform searches based on the location description. Payment Gateway Integration with Forms - Laserfiche Forms features integrations with Braintree and Authorize.Net so you can accept payments in form submissions. After you save your merchant account information, you can enable Collect payment in a message start event or user task to insert a payment gateway interface into a form. You can: ▪ Set up multiple Braintree and Authorize.Net accounts. ▪ Set up one gateway for sandbox mode before switching to a second gateway for production mode. ▪ Use different gateways for different types of transactions or currencies. Laserfiche Web Administration Console - The Laserfiche Web Administration Console is an administrative tool that provides secure access to your Laserfiche repository for authorized users via an Internet browser. Administrators can work in their repositories from anywhere, including remote sites, client computers, and even mobile devices, easily and securely. Here are just some of the actions that can be performed from the Admin Console: manage Users and Groups, manage Volumes, Templates, and Fields, manage Security Profiles, manage Repository Options, and much more. 68 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Audit Trail - Audit Trail enables you to track activities performed in a Laserfiche repository. The tracked information is stored in log files that Audit Trail uses to generate reports. Combined with other aspects of the Laserfiche system, auditing not only helps to show compliance with legal regulations, but also contributes to the security of the Laserfiche repository. Laserfiche offers three modules that monitor varying events in the Laserfiche repository: Starter Edition, Standard Edition, and Advanced Edition. Laserfiche Advanced Audit Trail tracks the following events: ▪ Login and logout. ▪ Creating, editing, printing, or deleting documents. ▪ Creating, editing, or deleting templates, fields, and annotations. ▪ Adding security tags. ▪ Exporting documents, volumes, or briefcases. ▪ Sending document to the Recycle Bin. ▪ Granting or revoking login rights for Windows accounts. ▪ Adding or removing users from Laserfiche groups. ▪ Modifications to access rights. ▪ Modifications to repository-wide settings. ▪ The creation, modification or deletion of users and groups. ▪ Password changes. ▪ Track all searches users perform. ▪ Require users to enter reasons for performing specific actions. ▪ Automatically add watermarks to printed or exported documents. 69 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Audit Trail 11 introduces a new audit reporting experience to make it easier to create and view audit reports. When adding columns to a report, available columns are now grouped together to make them easier to find. There are also many more columns, allowing you to view even more granular information about your repository activity. These include a set of Changes columns that pinpoint what changed during the audited operation. Laserfiche Audit Trail Reporting is a Web application that enables you to view, filter, and export audit data stored in binary log files. You can create reports to analyze audit data, view the information as a chart, filter it to include only the information relevant to you, and export the data for use in spreadsheet programs such as Microsoft Excel. You can also save reports for future use. The following demonstrates how reports can be run and viewed as a graph in various ways: 70 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Most Viewed Documents in Weblink Portal Displayed as a Line Graph Productivity Report Displayed as a Bar Graph Digital Signature Options Laserfiche Digital Signatures- Digital Signatures gives users the ability to automatically sign and validate documents as they are created, reviewed, and archived without leaving the Laserfiche environment. Digital signatures are a form of electronic signatures that act like a digital notary to your electronic assets, allowing you to verify the condition of your documents for the duration of their lifecycle. A digital signature is a way to indicate that a document is authentic, has been signed by a particular person, and has not been modified since the signature was applied. 71 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Adobe Sign –This integration is for self-hosted customers and can be accessed through the Laserfiche Business Process Library. With this integration, Laserfiche can make requests for digital signatures using Adobe Sign as part of a built-in step for any automated process. DocuSign - The Laserfiche Integration with DocuSign enables users to initiate a signing process from within Laserfiche Web Access. Users may select the type of signing process they are initiating and attach documents that need to be a part of that process. Also, once the signing process is complete, documents are imported back into the Laserfiche Repository from DocuSign as new versions of the un-signed document. Information captured during the signing process may be mapped to Laserfiche metadata fields. (Requires Web Access) OneSpan Digital Signatures - OneSpan Sign for Laserfiche includes integrations into both the Web Client and Workflow applications within the Laserfiche Platform. Within the Web Client, OneSpan Sign is fully embedded, enabling you to prepare, manage, and send documents directly from Laserfiche. Within the Workflow application, using the OneSpan Sign workflow activities, you can add OneSpan Sign electronic signature capabilities within new and existing workflow processes. With both integrations, e-signed documents and the audit trail are automatically saved back to Laserfiche after the signature process is complete. Laserfiche Discussions - Laserfiche Discussions is a website where users can collaborate, share ideas, and learn. Users can start discussions or ask questions for the entire user community, or they can create content within public or private groups. Laserfiche Discussions allows users to: ▪ Create content by starting discussions, posting announcements, asking questions, and replying to others. ▪ Collaborate with the right audience. With public, private, or hidden groups, users can share their content with the right group of people. ▪ Subscribe to interesting topics and posts. Users can easily keep up with the conversations and subjects they care about with subscriptions. When users subscribe to a topic or post, they'll receive email notifications when there's new content to see. Laserfiche Federated Search - Laserfiche Federated Search is a web application that allows you to perform searches across multiple repositories at the same time. Administrators can configure Federated Search to search across any or all the repositories at their site, including repositories that are not hosted 72 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM on the same Laserfiche Server. This allows users who work in multiple repositories, or who are not sure which repository stores a piece of information, to quickly find documents in any repository. Federated Search supports the common search types (document text, fields, entry names, and annotation text), and respects the user’s search options. It also respects Laserfiche security settings and will not return results that a user would not be able to see when searching within an individual repository. Federated Search can be configured to allow users to search across Windows network drives and Google Drive accounts. These results are aggregated into a single results list, along with repository and website searches. Distributed Computing Cluster - Distributed Computing Cluster allows you to distribute the processing work for Laserfiche applications like Workflow and Web Access onto one or more machines dedicated to performing that work. As a result, Laserfiche applications can add features that require significant resources without increased load on the server. Laserfiche Forms Essentials - Forms Essentials offers the core features including mapping out processes, designing forms, and basic reporting capabilities. ▪ Build Forms and business processes. ▪ View an operational dashboard to view information quickly and easily on a process. ▪ View reports on process instances, tasks, and process data ▪ Organize and route tasks to other users. ▪ Direct approval through email. Laserfiche Forms Professional – New Custom Forms Designer allows you to build web forms in minutes. Laserfiche Forms allows you to create electronic fillable forms easily and quickly with simple drag and drop that can be published on intranets or public websites with no coding or scripting required. Capture information and process it quickly to ensure information is accessible to authorized employees throughout your organization. Laserfiche Forms is a Laserfiche module that eliminates paper forms, accelerates review and approvals, increases transparency, and automates Forms-based processes. Forms reduces processing time by automating routing and notifications while enabling simultaneous review by multiple users. By providing analytics like dashboards and centralized task lists, Forms makes it easy to identify any bottlenecks in the process. The Business Process Library provides prebuilt forms and process diagrams for a variety of common business processes to fast track the implementation. 73 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Forms Designer Process Modeler ▪ Choose from a wide variety of fields, checkboxes, drop-down, database lookups, and geo-tag locations to collect the exact information in the precise format needed. ▪ Hide or display fields based on selections made in other fields. ▪ Place fields side-by-side and adjust field widths. ▪ Include required fields so forms will not be submitted with incomplete information. ▪ Customize the layout of your form with editable fonts, colors, backgrounds, and uploaded images. ▪ Automatically pull data from primary applications to prepopulate fields such as name, address, and phone number reducing the need to rekey or manually validate information. ▪ Maintain a record of the submitted information by saving the form to your repository as a TIFF or PDF. ▪ Automated form routing for processes such as review and approval with the Forms business process modeler. ▪ Easily approve or deny forms via simple email reply. ▪ Use Timer Event functions that launch processes on a set schedule or after a specific period and reroute a workflow when a deadline has passed. ▪ Create reports showing the status and progress of each process. ▪ User-based team management. ▪ Implement secure features such as Digital Signature boxes and Captchas. ▪ Payment Gateways - configure multiple Authorize.Net and Braintree profiles. ▪ Rich Text Fields - submitters filling out Forms can add bullet points, style text, and include links in their submissions. ▪ Dynamic Form Selection allows you to also specify a form based on the value of a variable. ▪ Location field allows you to store a geolocation field in a form as the Location property for the form saved in a repository. ▪ Time out users after a set period of inactivity. ▪ Forms Designer Themes include Winter, Spring, Fall, Summer, High Contrast Mode, and High Contrast Mode II 74 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Forms Designer Users that can access Forms: ▪ Full Named Users: provides full access to all functionality within Forms. ▪ Process Users: Read-Only repository access, full Forms functionality. ▪ Community Users: Read-Only repository access, can submit Forms and participate in Forms processes. ▪ Public Users: Public users do not need to sign in to Forms or have a Laserfiche account. Anybody can submit a form. Requires Laserfiche Forms Portal. Laserfiche Forms Portal - Extends the functionality of your Laserfiche Forms application to publicly available forms that can be completed and submitted online anonymously, meaning users do not need to login to complete and submit a form. Laserfiche Solution Templates – The Business Process Library features a variety of prebuilt processes and accompanying forms tailored for a variety of business needs. Each business process consists of one or more Forms processes that will be installed when you click download. Additional files that are required for the process to run must be downloaded from the Process details page and configured separately. 75 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Laserfiche Public Portal - Laserfiche WebLink is a user-friendly public portal site for providing read-only access to documents. This enables you to access the information quickly and easily you need from anywhere in your office or even from a remote location. For example, an organization that you work with might use WebLink to share files with you, or your local city government might use WebLink to distribute documents to the public. Laserfiche Quick Fields - Quick Fields is a highly customizable data capture solution that automatically captures your critical information from paper, electronic documents, and databases then organizes it for fast retrieval. By automatically capturing the data you need, Quick Fields can reduce or eliminate the need for manual data entry, which is labor-intensive and error prone. Quick Fields collects the precise data you need—such as zip codes, bank account numbers and invoice numbers—and then compares it to information in other application databases to verify its accuracy and ensure that it is correctly formatted. In addition, data extraction tools can draw information from other databases to automatically fill in index fields. Data extraction tools automate these processes to reduce the amount of staff time spent transferring information between applications and integrating it into your business processes. 76 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM Quick Fields options include: ▪ Bar Code – reads a variety of industry standard bar codes horizontally and vertically. ▪ Zone OCR – automatically extracts text from specific form areas for rapid data capture and index field population. ▪ Real-Time Lookup – populates template fields and validates metadata by retrieving data stored in client databases and other applications. ▪ Pattern Matching – uses regular expressions to separate extracted data, such as zip codes, from larger blocks of text captured by Zone OCR and verifies that is correctly formatted. ▪ Check Scanning – captures images of checks with supported Digital Check Corporation (DCC) scanners. ▪ Form Identification – automatically recognizes the form or document based on its overall structure, even in the absence of barcodes, form data or other distinguishing information. ▪ Form Registration – automatically repositions the document to match a master form, correcting for scanning errors and improving data extraction. ▪ Form Extractor – removes form outlines, isolating data for more accurate capture. ▪ Optical Mark Recognition (OMR) – detects marks on surveys, tests, and ballots. OMR can determine whether check boxes have been filled in. ▪ Document Classification – eliminates the need for sorting prior to forms processing by recognizing multiple types of forms in a single session. Laserfiche Quick Fields Agent - Quick Fields Agent allows you to schedule Quick Fields sessions and have them run unattended. By scheduling when document processing occurs, your organization can use 77 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM network resources at non-peak hours. Quick Fields Agent keeps track of all scheduled sessions and reports on the results of schedules that have run. Laserfiche Records Management - Laserfiche Records Management simplifies the life cycle management of business records and supports the automatic enforcement of consistent, organizationwide records policies and reduces the cost of regulatory compliance. Records Management Highlights: ▪ DoD 5012.2 compliant ▪ Enforce enterprise-wide records policies, regardless of your records’ format, location, or content, and without additional staff training. ▪ Create records from documents already under management. ▪ Search for records according to status or location. ▪ Automate life cycle management from document creation to final disposition. ▪ Run reports detailing where records are in their life cycle and which records are eligible for transfer, accession, or destruction. ▪ Log all system activity, providing an audit trail that can be used to prove adherence to your records management plan and compliance with regulations. ▪ Ensure the future accessibility of your archived records with storage in non-proprietary TIFF file format. ▪ Safeguard records with comprehensive access controls. ▪ Promote compliance with Sarbanes-Oxley, HIPPA, USA PATRIOT ACT, SEC, FINRA and other regulations. ▪ Simply business continuity planning by centralizing your organization’s information. ▪ Reduce litigation risks associated with expired and outdated records. ▪ Respond to e-discovery order quickly and confidently. ▪ Instantly provide large numbers of records to auditors, without trips to the records room or offsite storage facilities. Laserfiche Records Management has been updated to enable greater organizational flexibility in how records are handled, while still enforcing security restrictions to help them meet their compliance needs. Cutoff and retention policies can now be assigned directly to any entry in the repository, without needing to be located within record series. In addition, holds (previously called freezes), can be placed on any entry in the repository, regardless of its folder structure or whether it is a record. Assigning a hold to a document does not make it a record. In addition, users can provide names for holds, and apply multiple holds to a document, or a single hold to multiple documents at once. Holds can also be assigned due dates, and users can search for every document with a hold or a due date. Administrators can also view all holds in the management page, and quickly view a list of all documents with a hold. Laserfiche Import Agent - Import Agent can automatically retrieve files stored in a Windows folder and import them into a Laserfiche repository allowing numerous image capture devices (multi-function copier/scanners, network fax server, etc.) to work with Laserfiche. Automatically assign user-defined document templates, auto-populate index fields and create unique document names. You can also schedule Import Agent to import documents during off-peak hours. Laserfiche Email Archive - allows you to automatically archive emails to Laserfiche using Import Agent. Emails can be archived to multiple repositories based on various conditions. Additionally, Email Archive 78 | P a g e ELECTRONIC CASE MANAGEMENT SYSTEM can extract and assign metadata to the emails saved in Laserfiche. It can also extract and save attachments and the email’s distribution list file. Laserfiche Connector - Integrate Laserfiche with third party software applications in minutes without programming. Laserfiche Connector provides a streamlined experience for integrating Laserfiche with business applications such as CRM and ERP systems. Laserfiche Connector integrates easily through user-defined hotkeys and embedded icons. Laserfiche Connector allows you to: ▪ Searching the Laserfiche repository based on fields from third-party applications such as CRM and ERP systems. Both basic and advanced searching is supported. If only one result is found, the document will automatically open in the Laserfiche Client, Laserfiche Web Access or Laserfiche WebLink. ▪ Launching Laserfiche Scanning and automatically populating metadata for the scanned documents with information from a third-party application. ▪ Connecting two applications by allowing one of them to start the other (including the ability to pass parameters between them). ▪ Choosing whether any of the above actions are activated from a keyboard shortcut, a button embedded in the application's title bar, or both. Laserfiche Toolkit (SDK) - The SDK (Software Development Kit) allows your organization to more effectively put content to use by integrating Laserfiche with third party applications. Custom solutions can be created using any language with COM support, which means Web sites, scripts, Windows applications, or anything else compatible with COM libraries, including all .NET languages, can easily communicate with the Laserfiche Server. The SDK comes with detailed documentation that includes tutorials and sample source code in C# and Visual Basic .NET. Laserfiche ScanConnect - ScanConnect enables you to use ISIS scanning drivers. A collection of ISIS drivers is included with ScanConnect, enabling you to scan using supported scanners. A list of supported scanners can be found on the Laserfiche Support Site. If your scanner is not listed, you can manually install any ISIS drivers your scanner's manufacturer has provided. Piggy-Back Clause The RFP pricing for scanning services is Piggy-backable and we request a clause included in Agreement if we are selected. This agreement between the Organization and the Contractor for the Organization’s requirements of select item(s) of personal property and/or personal services, the Contractor agrees to extend the same pricing, terms and conditions to each and every political entity, special district, and related non-profit entity. It is understood that political entities, special districts, and related non-profit entities that piggyback on this quote shall make purchases in their own name, make direct payment, and be liable directly to the contractor holding the Organization harmless. The Organization may, at its option, charge an administrative fee to those political entities, special districts and related non-profit entities who avail themselves of this agreement. Bid Zip RFP #4548/FedResults Inc._732039/TabulationByVendor_RFP#4548_orgId_732039.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: FedResults Inc. Page of 1 1 General Comments: General Attachments: Carahsoft Quote 44870641 County of Hawaii.pdf Hawaii Corporation Counsel Statement of Work.pdf Response for Hawaii Corporation Counsel.pdf Bid Zip RFP #4548/FedResults Inc._732039/Carahsoft Quote 44870641 County of Hawaii.pdfCarahsoft - West Publishing Corporation - 05.06.2024 - Quote 44870641 PRICE QUOTATION CARAHSOFT TECHNOLOGY CORP 11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190 PHONE (703) 871-8585 | FAX (703) 871-8505 WWW.CARAHSOFT.COM | SALES@CARAHSOFT.COM TO: NICOLE CHARON Buyer III County of Hawaii 101 Pauahi St STE 6 Hilo, HI 96720-4224 USA EMAIL: nicole.charon@hawaiicounty.gov PHONE: (808) 961-8442 FROM: Sydney George Carahsoft Technology Corp. 11493 Sunset Hills Road Suite 100 Reston, Virginia 20190 EMAIL: Sydney.George@carahsoft.com PHONE: (571) 662-3102 TERMS: Contract Number: 17-18 NASPO Master Contract Number: AR2472 Contract Term: 07/01/2017 to 09/15/2026 Shipping Point: FOB Destination Credit Cards: VISA/MasterCard/AMEX Remit To: Same as Above Payment Terms: Net 30 (On Approved Credit) Sales Tax May Apply QUOTE NO: 44870641 QUOTE DATE: 05/06/2024 QUOTE EXPIRES: 06/05/2024 RFQ NO: SHIPPING: GROUND TOTAL PRICE: $193,312.98 TOTAL QUOTE: $193,312.98 LINE NO. PART NO. DESCRIPTION - QUOTE PRICE QTY EXTENDED PRICE YEAR 1 1 30830559-491 HighQ Premium Service. Thomson Reuters HighQ is an intelligent legal operations hub, designed for government legal departments to manage documents and matters, collaborate internally and with outside counsel, and automate workflows. HighQ is cloud-based West Publishing Corporation - 30830559 $85.34 COOP 37 $37,890.96 2 30830565-491 HighQ Storage Add-On. Must subscribe to HighQ services. Price per 100 GB blocks/month. Additional discounts available based on volume, annual minimum, and commitment length. West Publishing Corporation - 30830565 $201.09 COOP 1 $2,413.08 3 30830747-491 Workshare Module Add-On. Enhance your workflow by adding the ability to compare documents or portions of documents across several formats. Must subscribe to HighQ services. Price per user/month. Additional discounts available based on volume, annual mi West Publishing Corporation - 30830747 $6.87 COOP 10 $824.40 4 42811155-491 Document Automation Add-On. Accelerate document assembly for contracts, pleadings, letters, and other legal documents to quickly generate standard, error-free documents. Must subscribe to HighQ services. Price per user/month. Additional discounts avail West Publishing Corporation - 42811155 $66.68 COOP 10 $8,001.60 5 43239421-491 HighQ Platform Set-up. Platform set-up includes 25 hours of professional services towards one site build. Additional hours available for purchase. West Publishing Corporation - 43239421 $11,576.09 COOP 1 $11,576.09 6 43239420-491 HIghQ Additional Professional Services. Price per hour. Must subscribe to HighQ services. West Publishing Corporation - 43239420 $318.48 COOP 80 $25,478.40 7 43239408-491 HighQ Doc Auto Training. Includes 13-hours of training. Must subscribe to HighQ services. West Publishing Corporation - 43239408 $4,052.17 COOP 1 $4,052.17 CONFIDENTIAL PAGE 1 of 5 QUOTE DATE: 05/06/2024 QUOTE NO: 44870641 PRICE QUOTATION CARAHSOFT TECHNOLOGY CORP 11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190 PHONE (703) 871-8585 | FAX (703) 871-8505 WWW.CARAHSOFT.COM | SALES@CARAHSOFT.COM LINE NO. PART NO. DESCRIPTION - QUOTE PRICE QTY EXTENDED PRICE 8 43169558-491 HighQ Connector: Automate (Hosted). Automate the management of bulk data synchronization rules, leverage integrations with best-in-breed applications like MS Teams, and plan for end-to-end content governance. Must subscribe to HighQ services. Price per West Publishing Corporation - 43169558 $25.24 COOP 111 $33,619.68 9 43239404-491 HighQ Migration & Integration Professional Services. Third -party provided professional services for migration and integration. Price per hour. Must subscribe to HighQ services. West Publishing Corporation - 43239404 $1,157.61 COOP 60 $69,456.60 YEAR 1 SUBTOTAL: $193,312.98 SUBTOTAL: $193,312.98 TOTAL PRICE: $193,312.98 TOTAL QUOTE: $193,312.98 SUGGESTED OPTIONS LINE NO. PART NO. DESCRIPTION - QUOTE PRICE QTY EXTENDED PRICE YEAR 2 10 30830559-491 HighQ Premium Service. Thomson Reuters HighQ is an intelligent legal operations hub, designed for government legal departments to manage documents and matters, collaborate internally and with outside counsel, and automate workflows. HighQ is cloud-based West Publishing Corporation - 30830559 $89.60 COOP 37 $39,782.40 11 30830565-491 HighQ Storage Add-On. Must subscribe to HighQ services. Price per 100 GB blocks/month. Additional discounts available based on volume, annual minimum, and commitment length. West Publishing Corporation - 30830565 $211.14 COOP 1 $2,533.68 12 30830747-491 Workshare Module Add-On. Enhance your workflow by adding the ability to compare documents or portions of documents across several formats. Must subscribe to HighQ services. Price per user/month. Additional discounts available based on volume, annual mi West Publishing Corporation - 30830747 $7.21 COOP 10 $865.20 13 42811155-491 Document Automation Add-On. Accelerate document assembly for contracts, pleadings, letters, and other legal documents to quickly generate standard, error-free documents. Must subscribe to HighQ services. Price per user/month. Additional discounts avail West Publishing Corporation - 42811155 $70.02 COOP 10 $8,402.40 14 43169558-491 HighQ Connector: Automate (Hosted). Automate the management of bulk data synchronization rules, leverage integrations with best-in-breed applications like MS Teams, and plan for end-to-end content governance. Must subscribe to HighQ services. Price per West Publishing Corporation - 43169558 $26.50 COOP 111 $35,298.00 CONFIDENTIAL PAGE 2 of 5 QUOTE DATE: 05/06/2024 QUOTE NO: 44870641 PRICE QUOTATION CARAHSOFT TECHNOLOGY CORP 11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190 PHONE (703) 871-8585 | FAX (703) 871-8505 WWW.CARAHSOFT.COM | SALES@CARAHSOFT.COM SUGGESTED OPTIONS LINE NO. PART NO. DESCRIPTION - QUOTE PRICE QTY EXTENDED PRICE YEAR 2 SUBTOTAL: $86,881.68 YEAR 3 15 30830559-491 HighQ Premium Service. Thomson Reuters HighQ is an intelligent legal operations hub, designed for government legal departments to manage documents and matters, collaborate internally and with outside counsel, and automate workflows. HighQ is cloud-based West Publishing Corporation - 30830559 $94.08 COOP 37 $41,771.52 16 30830565-491 HighQ Storage Add-On. Must subscribe to HighQ services. Price per 100 GB blocks/month. Additional discounts available based on volume, annual minimum, and commitment length. West Publishing Corporation - 30830565 $219.52 COOP 1 $2,634.24 17 30830747-491 Workshare Module Add-On. Enhance your workflow by adding the ability to compare documents or portions of documents across several formats. Must subscribe to HighQ services. Price per user/month. Additional discounts available based on volume, annual mi West Publishing Corporation - 30830747 $7.57 COOP 10 $908.40 18 42811155-491 Document Automation Add-On. Accelerate document assembly for contracts, pleadings, letters, and other legal documents to quickly generate standard, error-free documents. Must subscribe to HighQ services. Price per user/month. Additional discounts avail West Publishing Corporation - 42811155 $73.52 COOP 10 $8,822.40 19 43169558-491 HighQ Connector: Automate (Hosted). Automate the management of bulk data synchronization rules, leverage integrations with best-in-breed applications like MS Teams, and plan for end-to-end content governance. Must subscribe to HighQ services. Price per West Publishing Corporation - 43169558 $27.83 COOP 111 $37,069.56 YEAR 3 SUBTOTAL: $91,206.12 YEAR 4 20 30830559-491 HighQ Premium Service. Thomson Reuters HighQ is an intelligent legal operations hub, designed for government legal departments to manage documents and matters, collaborate internally and with outside counsel, and automate workflows. HighQ is cloud-based West Publishing Corporation - 30830559 $98.79 COOP 37 $43,862.76 21 30830565-491 HighQ Storage Add-On. Must subscribe to HighQ services. Price per 100 GB blocks/month. Additional discounts available based on volume, annual minimum, and commitment length. West Publishing Corporation - 30830565 $220.17 COOP 1 $2,642.04 CONFIDENTIAL PAGE 3 of 5 QUOTE DATE: 05/06/2024 QUOTE NO: 44870641 PRICE QUOTATION CARAHSOFT TECHNOLOGY CORP 11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190 PHONE (703) 871-8585 | FAX (703) 871-8505 WWW.CARAHSOFT.COM | SALES@CARAHSOFT.COM SUGGESTED OPTIONS LINE NO. PART NO. DESCRIPTION - QUOTE PRICE QTY EXTENDED PRICE 22 30830747-491 Workshare Module Add-On. Enhance your workflow by adding the ability to compare documents or portions of documents across several formats. Must subscribe to HighQ services. Price per user/month. Additional discounts available based on volume, annual mi West Publishing Corporation - 30830747 $7.95 COOP 10 $954.00 23 42811155-491 Document Automation Add-On. Accelerate document assembly for contracts, pleadings, letters, and other legal documents to quickly generate standard, error-free documents. Must subscribe to HighQ services. Price per user/month. Additional discounts avail West Publishing Corporation - 42811155 $77.20 COOP 10 $9,264.00 24 43169558-491 HighQ Connector: Automate (Hosted). Automate the management of bulk data synchronization rules, leverage integrations with best-in-breed applications like MS Teams, and plan for end-to-end content governance. Must subscribe to HighQ services. Price per West Publishing Corporation - 43169558 $29.22 COOP 111 $38,921.04 YEAR 4 SUBTOTAL: $95,643.84 YEAR 5 25 30830559-491 HighQ Premium Service. Thomson Reuters HighQ is an intelligent legal operations hub, designed for government legal departments to manage documents and matters, collaborate internally and with outside counsel, and automate workflows. HighQ is cloud-based West Publishing Corporation - 30830559 $103.73 COOP 37 $46,056.12 26 30830565-491 HighQ Storage Add-On. Must subscribe to HighQ services. Price per 100 GB blocks/month. Additional discounts available based on volume, annual minimum, and commitment length. West Publishing Corporation - 30830565 $220.17 COOP 1 $2,642.04 27 30830747-491 Workshare Module Add-On. Enhance your workflow by adding the ability to compare documents or portions of documents across several formats. Must subscribe to HighQ services. Price per user/month. Additional discounts available based on volume, annual mi West Publishing Corporation - 30830747 $8.35 COOP 10 $1,002.00 28 42811155-491 Document Automation Add-On. Accelerate document assembly for contracts, pleadings, letters, and other legal documents to quickly generate standard, error-free documents. Must subscribe to HighQ services. Price per user/month. Additional discounts avail West Publishing Corporation - 42811155 $81.06 COOP 10 $9,727.20 CONFIDENTIAL PAGE 4 of 5 QUOTE DATE: 05/06/2024 QUOTE NO: 44870641 PRICE QUOTATION CARAHSOFT TECHNOLOGY CORP 11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190 PHONE (703) 871-8585 | FAX (703) 871-8505 WWW.CARAHSOFT.COM | SALES@CARAHSOFT.COM SUGGESTED OPTIONS LINE NO. PART NO. DESCRIPTION - QUOTE PRICE QTY EXTENDED PRICE 29 43169558-491 HighQ Connector: Automate (Hosted). Automate the management of bulk data synchronization rules, leverage integrations with best-in-breed applications like MS Teams, and plan for end-to-end content governance. Must subscribe to HighQ services. Price per West Publishing Corporation - 43169558 $30.68 COOP 111 $40,865.76 YEAR 5 SUBTOTAL: $100,293.12 SUGGESTED SUBTOTAL: $374,024.76 CONFIDENTIAL PAGE 5 of 5 QUOTE DATE: 05/06/2024 QUOTE NO: 44870641 Bid Zip RFP #4548/FedResults Inc._732039/Hawaii Corporation Counsel Statement of Work.pdfHawaii Corporation Counsel HighQ Statement of Work 05/06/2024 Thomson Reuters HighQ Implementation Statement of Work Hawaii Corpora�on Counsel 05/06/2024 The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 2 Table of Contents Update this ﬁeld to display table of contents. Revision History Date Descrip�on of Changes By 05/06/2024 Ini�al Version April Jones <Date> Contract Version Name 1.0 Purpose The purpose of this document is to provide the Hawaii Corpora�on Counsel (the “CLIENT”) with a Statement of Work (“SOW”) and �meline required to implement the Thomson Reuters (“TR”) HighQ product; including project management, conﬁgura�on, so�ware customiza�ons, training, and go-live support. TR and the CLIENT are referred to individually as “Party” and collec�vely as the “Par�es.” 2.0 Project Governance The project will be broken down into the Professional Services listed in Sec�on 3, inclusive of the associated deliverables. A delivery may include a so�ware release, migrated data, and any associated professional services required to support the delivery. These components and their acceptance criteria are deﬁned as the deliverables within the Professional Services. If hours are associated with a deliverable, they are to guide the project team to the upper bounds of the included scope. If addi�onal hours are required, they will be processed through the project Change Management Process. 2.1 Roles and Responsibili�es The CLIENT will provide a primary point of contact to act as Project Manager. The Project Manager will act as the single point of contact for issue resolu�on, ac�vity scheduling, interview scheduling for CLIENT resources, and informa�on collec�on and dissemina�on. The Project Manager is responsible for ensuring compliance with the CLIENT’s obliga�ons, ensure CLIENT Subject Mater Expert par�cipa�on, and drive the CLIENT’s compliance with the project schedule. Project Activity / Deliverable TR Project Manager TR Consultants Client HighQ Client Manager Project Planning/Scheduling A R C I Communication Management Plan R/A I C I The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 3 Risk Management Plan R/A C C I Change Management Plan R/A C C I Site & System Admin Training A R R I HighQ Site Configuration A R R I Document Automation Training A R R I Integrations A R R I Data Migration, if applicable A R R I Training A R C I Go-Live C R/A R/A I On-Going Support I C I R/A TR Project Manager Oversees TR implementa�on TR Consultants Provides services in support of contract Client CLIENT HighQ Client Manager Primary point of contact post go-live Responsible Who completes the ac�vity Accountable Who provides direc�on & authorizes an ac�vity Consulted Who needs to be involved and support the process Informed Who needs to be informed 2.2 Communica�ons Management Plan The Par�es’ Project Managers will agree upon a project Communica�ons Management Plan to ensure that relevant, accurate, and consistent project informa�on is provided to stakeholders and appropriate audiences. The plan serves as a framework to manage and coordinate the variety of communica�ons that occur during the project execu�on. The Communica�ons Management Plan covers who communicates, who receives the communica�ons, how communica�ons are delivered, what informa�on will be communicated, and the frequency of the communica�ons that will be maintained within the CLIENT’s HighQ Instance. The TR Project Manager will be responsible for maintaining this plan. 2.3 Risk Management Plan Risk Management is an ongoing ac�vity to iden�fy, assess, and take steps to reduce/mi�gate/accept risk. The Project Managers will deﬁne how Risk Management will be structured and performed on the project. TR will prepare and manage a risk register, issues log, and change log that will be maintained within the CLIENT’s HighQ Instance. The Risk Management Plan will be maintained by the TR Project Manager. 2.4 Change Management Process During the project, either Party may request, in wri�ng, addi�ons, dele�ons, or modiﬁca�ons to the services described in this SOW (“Change Order”). TR shall have no obliga�on to commence work in The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 4 connec�on with any Change Order un�l the fee and schedule impact of the change is agreed upon in a writen Change Order Form (Appendix B) signed by the designated project leaders from both Par�es. The Par�es agree to follow this process and to use the Change Order Form (Appendix B). The Change Management Process is deﬁned as follows: • Iden�fy and document. • Assess impact and priori�ze. • Es�mate required eﬀort. • Approve or disapprove. • Assign responsibility. • Monitor and report progress. • Communicate change resolu�on. Within ﬁ�een (15) business days of receipt of the proposed Change Order Form, the CLIENT shall either indicate acceptance of the proposed Change Order by signing the Change Order Form (Appendix B) or advise TR, in wri�ng, not to perform the Change Order. In the absence of acceptance or rejec�on, TR will not perform changes to this SOW. 2.5 Project Comple�on The services provided by TR under this SOW will be considered complete when TR has provided the CLIENT with the deliverables described in Sec�on 3, and the Par�es have executed a sign-oﬀ form (Appendix A) with each associated site, subject to the acceptance provisions in the Provider Agreement. 3.0 Professional Services The following Professional Services are included in this Statement of Work. Professional Services not iden�ﬁed in this sec�on are out-of-scope. 3.1 Func�onal Scope The CLIENT has expressed a desire for, and TR will build and deliver, the following func�onality within HighQ: Mater Management System ● Enable atorneys and agency staﬀ to track cases throughout their stages ● Provide dashboards for atorney and directors to examine staﬀ workload, �me to closure, and similar metrics ● Tasks and events to track all maters using HI court rules ● When mater closes move data and documents to Laserﬁche for ﬁnal repository Contract Management System ● Manage the lifecycle of contracts across the department/agency/etc. The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 5 ● Provide dashboards for atorney and directors to examine staﬀ workload, �me to closure, and similar metrics ● Tasks and events to track all contracts through the lifecycle ● When mater closes move data and documents to Laserﬁche for ﬁnal repository Public Records Request Management ● Enable atorneys and agency staﬀ to track requests throughout their stages ● Provide dashboards for directors to examine staﬀ workload, �me to closure, and similar metrics ● Tasks and events to track all requests ● When mater closes move data and documents to Laserﬁche for ﬁnal repository ● Create public facing link for general public to make request 3.2 Non-func�onal Scope TR shall provide services for the planning, discovery, design, development, and deployment of an integrated management system based on the HighQ pla�orm. The services shall consist of: • Applica�on Setup and Branding • Product Training for Site and System Administrators • End User Training • Conﬁgura�on Guidance and Consulta�on including: o Crea�on and customiza�on of 5 HighQ sites ▪ Li�ga�on Management ▪ Special Project Management ▪ Contract Management ▪ Transac�on Management ▪ Public Record Request Management o Integra�ons • Document Automa�on Author Training • Single Sign-on Conﬁgura�on Professional Service Descrip�on Loca�on Applica�on Setup TR will deploy the produc�on environment for the CLIENT on a URL to be determined by the CLIENT. Applica�on setup to include: • Login page • System header • Common links and ac�on butons (main ac�on color) • CLIENT logo across the system • Ac�ve Directory • Single Sign On (“SSO”) Remote from TR oﬃces Site and System Administrator(s) Training TR oﬀers on-boarding services & training sessions that are available for site and system administra�ve-level staﬀ as part of the client onboarding Remote from TR oﬃces The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 6 End User Training process. It is not aimed at end users. The training will equip key personnel in your agency with the skills and knowledge to then complete any further training that may be required. Standard training includes: • Virtual-live, instructor-led System and Site Administrator(s), and iSheet Workshops • On-demand self-paced eLearning • Access to the HighQ Knowledge Base • All trainings will be accessible throughout the HighQ subscrip�on period • Site and system administrators will be provided on-going training(s) throughout the implementa�on process End User Training • End user training will be provided to the CLIENT by the TR Implementa�on Consultant and TR Client Manager. Training is available upon request to the TR Client Manager. Standard training includes: • Virtual-live, TR Implementa�on Consultant and TR Client Manager led instance and site-speciﬁc end user training • Virtual oﬃce hours for all end users to atend and ask TR Client Manager speciﬁc ques�ons • Access to the HighQ Knowledge Base • All trainings will be accessible throughout the HighQ subscrip�on period Conﬁgura�on Guidance and Consulta�on Alongside the CLIENT,TR will create and customize HighQ for a total of 100 HighQ Professional Services hours, excluding Document Automa�on Training hours: Modules to be Conﬁgured per the Func�onal Scope in Sec�on 3.1: • iSheets • Folder structure and smart folders • Users, groups & permissions conﬁgura�on • Tasks and events • Workﬂow set-up • Dashboards and data visualiza�on TR will also provide: • Coordina�on with TR Technical Services for integra�ons, connectors, if applicable • Test, Support, and Troubleshoo�ng guidance • Deployment/roll-out assistance Remote from TR oﬃces Document Automa�on Author Training Training to include: Document Automa�on Author integra�on overview and conﬁgura�on assistance Document Automa�on Author training of 13 hours, which includes: Remote from TR oﬃces The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 7 • Doc Auto overview, including Prac�cal Law templates (if applicable) • Training on crea�ng templates, sub-templates & ques�onnaires, including repeats • Training on management of templates • Template author assistance for one (1) agreed-upon document • Training will occur concurrently with HighQ site build Document Automa�on Author tools are compa�ble with Microso� Word for Windows. Single Sign-On HighQ requires a scoping call with the CLIENT to determine that the Client has a compa�ble setup for the SSO conﬁgura�on. HighQ shall conﬁgure the HighQ Hub with the IP range and ADFS xml ﬁle as provided by the Client on request of HighQ. Test SSO func�ons as expected using a test account Remote from TR oﬃces 3.3 Subscrip�on The CLIENT has selected a monthly HighQ Premium subscrip�on which includes HighQ Premium licenses and storage fees. The details of this subscrip�on are outlined in the HighQ Ordering Documents. The CLIENT must have an ac�ve HighQ subscrip�on throughout the HighQ implementa�on period, which is necessary to build the CLIENT’s requested func�onality. Project change requests are governed by the Change Management Process as described in Sec�on 2.4. 3.4 Not included within the scope of Professional Services Anything not explicitly described in Sec�on 3.1, “Project Scope,” shall be considered out of scope for the purposes of this SOW, including but not limited to: • Legal Advice 3.5 Timelines Upon execu�on of this SOW, the services start date will be scheduled and agreed between the Par�es. HighQ Professional Services typically have a ﬁ�een (15) business day lead �me for instance crea�on. As such, the project start date may be up to three (3) weeks a�er execu�on of the Agreement. Please note that Conﬁgura�on Guidance and Consulta�on hours and Document Automa�on Author Training hours must be used within 6 months of the comple�on and sign-oﬀ of all sites (not to include TR Client Manager services). Timelines are subject to Sec�on 3.6: Dependencies. 3.6 Dependencies To support delivery of the Professional Services, the CLIENT agrees to: The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 8 1. Resources: Allow TR and subcontractor(s) access to the appropriate individuals during the dura�on of the Professional Services delivery. Primary par�cipants will be those individuals responsible for general business requirements and speciﬁc use cases. 2. Deliverables: The Professional Services fees are based on the assump�on that TR will have �mely and accurate informa�on and dependencies from the CLIENT. 3. Remote Access: As required by TR and subcontractor(s) in order to fulﬁll its obliga�ons under this SOW, the CLIENT shall setup remote access before the start of the Professional Services or as agreed between the Par�es. 4. Remote Desktop: When necessary for subcontractor(s) to complete components of Sec�on 3.2, Remote Desktop access to all necessary machines, including the CLIENT’s designated servers facilita�ng TR applica�ons must be in place prior to the project start date. The CLIENT may also provide access to the onsite TR applica�ons via screen share. Without prejudice to any other right or remedy available to TR, TR will not be liable for any failure to comply with any �metable or any other obliga�on under this SOW if such failure is a result of the CLIENT’s failure to perform, or delay in performing, its obliga�ons or dependencies under this SOW in a �mely manner. 4.0 Assump�ons This SOW is generated based upon currently known informa�on deemed to be accurate and correct. Any material devia�ons from the Sec�on 3.0 Professional Services will result in the Change Management Process. The CLIENT will comply with all applicable por�ons of this SOW. The CLIENT has selected a monthly HighQ Premium subscrip�on which includes HighQ Premium licenses and storage fees. The details of this subscrip�on are outlined in the HighQ Ordering Documents. The CLIENT must have an ac�ve HighQ subscrip�on throughout the HighQ implementa�on period, which is necessary to build the CLIENT’s instance. 5.0 Project Management & Personnel • Devia�ons from scope deﬁned in the SOW or requiring enhancements to the core product not already deﬁned within the SOW will be managed in accordance with the project Change Management Process, and may result in adjustments to the es�mated schedule/�metable, TR Pricing, and other terms of this SOW. • The CLIENT’s Project Manager will ensure necessary CLIENT personnel are iden�ﬁed for each site. CLIENT personnel will have the authority to make decisions in the following categories: o To-Be Business Processes o Conﬁgura�on o Document Approval for Document Automa�on Author Training • The CLIENT and TR agree to have an interac�ve and collabora�ve engagement with resources iden�ﬁed on both sides working towards successful execu�on of this project. The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 9 • Project closure procedures will be ini�ated by TR when all deliverables associated with the project have been delivered to CLIENT. Project closure procedures will consist of the delivery of a Project Sign- Oﬀ Form (Appendix A) for CLIENT’s execu�on. 6.0 Data Migra�on & Integra�ons No data will be migrated as part of this SOW. Integra�on guidance will include: • Move data and documents at close to ﬁnal repository, Laserﬁche • Open new templated site for complex li�ga�on maters 6.1 Laserﬁche Integra�on Assump�ons: • Anaqua will require access to a LaserFiche sandbox environment for development and tes�ng purposes. • A full scoping of the project, including detailed requirements and constraints will be required. • This quote is based on the following high-level use case. Any modiﬁca�ons to this use case may result in a change in cost. Should the Laserﬁche or HighQ API's not support the use case as described, the use case will need to be revised and the cost will be adjusted to reﬂect the new use case. o Scan the HighQ instance looking for Sites with a Status of Archive/Closed. o When the status of a site is set to Archive/Closed, All documents and associated metadata will be copied from HighQ to LaserFiche.  The LaserFiche target loca�on will be found or created by using the HighQ site atributes for 'Client No and 'Mater No'.  All documents will be writen to a folder created called 'HighQ Collabora�on Site Archive' within the target loca�on. This folder can be renamed per client in the conﬁgura�on (but will be the same on all sites) and will be created by the Sync process.  Only the latest version of all documents, with available document speciﬁc metadata, will be archived from the HighQ site into a folder called 'HighQ Collabora�on Site Archive' within LaserFiche. Document names will remain the same. o No security will be assigned to documents or folders created by the Sync process. o Documents will be deleted from HighQ a�er successful archive to LaserFiche. Folders will not be deleted. o The sync process will occur no more than once per day. • Subject to further scoping The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 10 6.2 Site Crea�on Automa�on Project Overview & Objec�ves This SOW sets forth the terms of the engagement between Client and Anaqua with respect to the integra�on HighQ Collaborate (“HighQ”). The purpose of this SOW is to outline and deﬁne the services that will be conducted by Anaqua to deploy and conﬁgure the Anaqua so�ware to perform this integra�on against the Client produc�on HighQ environment. The main objec�ves of this project are as follows: • Deploy Anaqua Echo Content Synchroniza�on (“Echo”) in Anaqua's Microso� Azure Environment. • Install and conﬁgure Echo Automate in Anaqua's Microso� Azure Environment. • Provide Anaqua knowledge transfer for the Client team. Descrip�on of Services, Deliverables and Project Scope Client has licensed the Velocity so�ware from Thomson Reuters and said license will be subject to the Thomson Reuters terms and condi�ons. Hos�ng Services Anaqua will host the Anaqua, Echo, and Fusion so�ware with Microso� Azure in the United States. Solu�ons Assessment A detailed Solu�ons Assessment (“SA”) will be conducted. This will include detailed analysis of the current environments and the requirements for integra�ng HighQ. The SA will analyze and determine the scope and deployment plan for the following items: • Deﬁne a deployment plan for the project. • Deﬁne a schedule of events for the project. • Iden�fy and deﬁne the deployment op�ons that are required. This includes determining the Echo rule set(s) that meet synchroniza�on requirements. The SA will also determine if any advanced features (e.g., Echo Automate, custom layouts, etc.) or product enhancements are required. If it is determined these are required, the details of the advanced feature conﬁg or product enhancements will be documented as part of the SA. Product enhancements and deploying and conﬁgura�on of advanced features are outside the scope of this SOW so a change order will be created to include this work. Anaqua Product Installa�on Anaqua so�ware will be installed and conﬁgured in the Anaqua hosted environment and connected to the exis�ng Client HighQ infrastructure. A variety of components will be installed, and speciﬁc scenarios will be conﬁgured as deﬁned below. Deliverables include the competed installa�on and conﬁgura�on of the following components: Anaqua Core Integra�on Services Core Integra�on Services (“CIS”) will be deployed and conﬁgured as follows: • CIS The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 11 o 1 HighQ Connector (to connect to 1 HighQ instance) Anaqua Echo Content Synchroniza�on for HighQ The SA will determine which of the following scenarios will be conﬁgured to synchronize content within HighQ. Only those iden�ﬁed during the SA as required to meet Client sync requirements will be deployed. • Echo Automate: Automa�cally synchronize content based on system state. o Anaqua Consul�ng Services will install Echo Automate in the Client produc�on environment. The custom template(s) deﬁned in this SOW will be deployed and conﬁgured. o Permissions mapping will not be included. Anaqua Echo Content Synchroniza�on for HighQ The Echo Automate Template will be created to support the following process: Sync Trigger What triggers Automate to sync a record? • Des�na�on Site Crea�on o When a new intake form is completed in HighQ a new row is added to the source site iSheet. This is happening via an internal HighQ process. The new row on the intake site iSheet will trigger a new project des�na�on site to be created. o Automate will monitor a single source site iSheet and this will drive the crea�on of HighQ project des�na�on sites. Any iSheet row from this source site iSheet that is returned in the query will trigger a new project des�na�on site to be created. o The source iSheet used to trigger site crea�ons can be deﬁned in the Automate template. • Des�na�on iSheet Crea�on/Update o Each iSheet row on the source site will correspond to one des�na�on site and iSheet. If any values of the source iSheet row or new site iSheet row are updated, a synchroniza�on of both source site iSheet and des�na�on site iSheet values will occur. o Any row on the source iSheet that does not have a blank/null iSheetID will be subject to the process that created des�na�on sites, ﬁltering on the iSheetID column value. Sync Target How does Automate determine the target loca�on when crea�n a new Echo rule? • Des�na�on Site Crea�on o New rows matching the ﬁlter criteria will create a new site based oﬀ a pre-deﬁned site template. • Des�na�on iSheet Crea�on/Update The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 12 o The target iSheet is the iSheetID speciﬁed in the iSheet ProjectID column. Site Crea�on How will Automate create the new HighQ site? • Des�na�on Site Crea�on o Echo will create the new site based on a supplied HighQ site template. The template can be speciﬁed in the source iSheet or hardcoded in the Automate rule. Variables can be passed to the site template as allowed by the HighQ API. Variable sources can be a column in the source iSheet or hardcoded in the Automate rule. o Echo will create a new iSheet on each new destination site from an iSheet template which will include several iSheet views. o Echo will post back speciﬁed information from the new site to the source iSheet. Echo can post back site attributes including the new site URL and new site iSheet ID. o Echo will add a URL to the newly created site to an iSheet column on the source iSheet called “Project Site URL”. The source site URL column will be speciﬁed within the Automate template. o Echo will add an iSheet ID to the newly created site to an iSheet column on the source iSheet called “Project iSheet ID”. The source site iSheet ID column will be speciﬁed within the Automate template. Sync Scope What is the scope of the source and target that will be synced? • Des�na�on Site Crea�on o The des�na�on site crea�on is a one-�me site crea�on process with no ongoing synchroniza�on of any objects. • Des�na�on iSheet Crea�on/Update o The source site iSheet will have one row that relates to an iSheet on one of the newly created sites. The values of this one row on each site will be synchronized bidirec�onally. o All documents from the related intake form, on any iSheet atachment column, will be synchronized to the Files module of the new HighQ site. Once the ini�al document synchroniza�on is complete, the documents from the intake form iSheet will be deleted. The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 13 Echo Rule Details What type of Echo rule will be used to sync data and how with the rule be conﬁgured? A sample Echo rule can be exported and atached to show the exact conﬁgura�on required. • Des�na�on Site Crea�on o This will be a one-way, one-�me crea�on of a new site. Echo will run on a schedule and look for new records matching ﬁlter criteria on the iSheet. • Des�na�on iSheet Crea�on/Update o Nonatachment columns  This will be a bi-direc�onal synchroniza�on. All values of the new site iSheet will be in sync with the corresponding source site iSheet row values that it relates to. If changes happen on either iSheet, the values should be synced to the other iSheet. o Atachment columns  There will be an ongoing one-way sync of documents from iSheet atachment columns to the des�na�on site ﬁles module. Any atachments that are added to the related intake form iSheet will be created on the new site’s Files module.  The project site atachment column will not have a link to the documents. They will only be stored in the Files module.  Echo will not add any meta-data or security to the documents that it creates on the new site ﬁle module. Meta-data How will Echo map meta-data? • Des�na�on iSheet Crea�on/Update o All iSheet columns in the new site iSheet, as well as the values, will be exact copies of the corresponding iSheet row on the source site. Versioning How will Echo handle versioning on content updates? • Des�na�on iSheet Crea�on/Update o Echo will only sync the latest version of any document being synced from the intake form iSheet to the new site ﬁles module at the �me of synchroniza�on. Security How will security of objects synced be assigned? • Des�na�on iSheet Crea�on/Update The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 14 o No security will be modiﬁed. Decommissioning What should trigger the decommissioning process and what decommissioning ac�ons does Automate need to execute? • Des�na�on Site Crea�on o There will be no decommission of site crea�on rules. • Des�na�on iSheet Crea�on/Update o There will be a column on the source iSheet that determines if a project site is Ac�ve or Archived. If the column value is changed from Ac�ve to Archive, the synchroniza�on rule in Echo Management Studio will be suspended. No dele�on of sites, documents, iSheets, iSheet views or iSheet values will occur. Reac�va�on A�er decommissioning, what triggers the reac�va�on of a synchroniza�on and what ac�ons does Automate need to take to reac�vate the data set? • Des�na�on Site Crea�on o Not applicable since there will be no decommissioning of site crea�on rules. • Des�na�on iSheet Crea�on/Update o There will be a column on the source iSheet that determines if a project site is Ac�ve or Archived. If the column value is changed from Archive to Ac�ve the synchroniza�on rule in Echo Management Studio will resume. Synchroniza�on of iSheet values between the source iSheet and project iSheet will occur once more. Knowledge Transfer Client team members will be shown how the Echo integra�on works and how to engage with support should issues arise. Deliverables include knowledge transfer sessions. Project Schedule Upon acceptance of this SOW, the project start date will be scheduled and �melines can be established. Typically, deployment will begin 2 to 4 weeks a�er this SOW is fully executed. General Requirements and Assump�ons The following requirements and assump�ons must be met and in place: • Client will allow Anaqua access to the appropriate individuals during the dura�on of this project. Primary par�cipants will be those individuals responsible for general business requirements, use cases and HighQ administra�on. Other individuals with speciﬁc exper�se may be required to contribute to the deployment process. • Client will have HighQ environments deployed and fully conﬁgured to support the project prior to the project start date. The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 15 • A single environment (produc�on) will be deployed for this SOW. Should other environments (dev, staging, etc.) be required, a change order can be requested to include that work. • The checklist provided in this SOW will be completed by Client prior to the Product Installa�on. System Requirements The following is required for each type of connector. Echo Requirements HighQ The following is required when conﬁguring the HighQ connector. • For reading data from HighQ, user account with a minimum of View permissions on the Files module, View and Add File folder permissions, and View ﬁle permissions. • Certain se�ngs in HighQ can disable API support, therefore not allowing Echo access to HighQ. HighQ customers can request HighQ support to allow special API access if any of the following op�ons are speciﬁed and you would like to use Echo on those sites. o If the Hide this site in HighQ Drive and Oﬃce Plugin check box within Site > Admin > Site se�ngs > Security is not selected o If the site is password protected via Site > Admin > Site se�ngs > Security o If two factor authen�ca�on is enabled on the site via Site > Admin > Site se�ngs > Security o If the site has Terms and Condi�ons applied via Site > Admin > Site se�ngs > Terms and Condi�ons o Any IP restricted sites via Site > Admin > Site se�ngs > Security o If the site has Document Workﬂow enabled via Site > Admin > Module se�ngs > Files o If the site has Check In / Check Out enabled via Site > Admin > Module se�ngs > Files o If the site has DRM (Digital Rights Management) enabled via Site > Admin > Module se�ngs > Files o If the ﬁles module is disabled on the site from Site > Admin > Site se�ngs > Modules • Synchroniza�on cannot occur with sites that have “Require approval to add ﬁles to folders” turned on. App Registra�on • API access must be enabled for your instance of HighQ and the corresponding client_id, secret key, and redirect URL must be added into the Echo conﬁgura�on. Requirements Checklist Please complete the checklist form with the required items. Item Required Value HighQ Echo Sync Account Username Password HighQ Informa�on Version Domain The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 16 Instance Name HighQ App Informa�on Applica�on ID Client Secret Redirect URL 7.0 TR Responsibili�es TR’s Project Manager will provide project leadership, develop a project schedule, manage approved project plans, and oversee any subsequent execu�on of this project. In support of this ini�a�ve, TR shall: • Assign appropriate resources for the performance of the services outlined in this SOW. • Perform its obliga�ons under the SOW in a �mely manner to adhere to the ﬁnal schedule. • Serve as the principal point of contact between the CLIENT and any TR subcontractor(s) • Conduct regular mee�ngs at a mutually agreed upon �me to discuss the project status, resources, issues, new requirements (if any), contractual issues/concerns, and overall project sa�sfac�on. • Conduct a kickoﬀ call prior to the commencement of instance build. • Conduct a deliverable review mee�ng a�er the comple�on of site build. • Meet at the conclusion of the ﬁnal site build to discuss any project issues that may result in addi�onal Professional Service hours since the start of implementa�on. 8.0 CLIENT Responsibili�es • The CLIENT Project Manager will ensure CLIENT project schedule tasks are met, based on TR guidance and consul�ng as set forth in this SOW. • Provide relevant informa�on requested by TR in an expedi�ous manner during all phases of the project. Failure to provide relevant informa�on may result in rescheduling of project ac�vi�es which may signiﬁcantly impact the project schedule and �melines. • TR will not be subject to penal�es if the delay in comple�on of site(s) is solely due to CLIENT. 9.0 Training and Go-Live Support 9.1 Training • TR is responsible for performing end user training. • CLIENT will have appropriate staﬀ members atend and par�cipate in the workshop and training sessions. o CLIENT will be provided adequate lead �me to ensure CLIENT staﬀ availability for the scheduled training. • All training sessions will be remote, recorded, and available within the CLIENT’s HighQ instance. The informa�on contained herein is conﬁden�al and proprietary to Thomson Reuters and may not be distributed without the writen consent of Thomson Reuters. 05/06/2024 17 9.2 Go-Live Support • Upon comple�on of each site, TR’s Implementa�on Consultant and Client Manager will provide support to the CLIENT in the form of end user training and oﬃce hours. 10.0 Charges Charges Cost HighQ Collaborate Pla�orm Setup See Carahso� Pricing HighQ Document Automa�on Author Training See Carahso� Pricing HighQ Document Automa�on Setup See Carahso� Pricing HighQ Consultancy (“Professional Services”) 100 Hours See Carahso� Pricing HighQ Anaqua Consultancy for Data Migra�on and Integra�ons See Carahso� Pricing 10.1 Travel and Expenses In addi�on to the charges stated above, the CLIENT will reimburse TR for all reasonable expenses related to the performance of the Professional Services, including (without limita�on) reasonable actual charges for third-party materials, accommoda�on, travel expenses and other reasonable out-of-pocket expenses. Notwithstanding the foregoing, the CLIENT will have no obliga�on to reimburse travel expenses except for expenses pre-approved by the CLIENT in wri�ng. 10.2 Addi�onal Professional Services Addi�onal HighQ or Document Automa�on training, conﬁgura�on, and/or consulta�on services are available and can be purchased in accordance with the Change Management Process. Addi�onal data migra�on or integra�on(s) require(s) a revised SOW and may be subject to addi�onal licensing fees. Appendix A - Client Sign-oﬀ Sheet HighQ Client Sign-off Sheet The information contained herein is confidential and proprietary to Thomson Reuters and may not be distributed without the written consent of Thomson Reuters. HighQ Collaborate Client Name: CLIENT Account Number: 1000667589 Date: [Date] HighQ Project Manager CLIENT Project Manager Work Package Start Date Completion Date Project Duration Project Goal Assumptions Project Deliverables Supporting Documents Supporting Document (Statement of Work + Requirements Documents) By signing this document, I acknowledge that I have delivered all the stated deliverables at the agreed to quality levels. Reference: Contract Number: [Client Contract Number] Signature: CLIENT Date Appendix B - HighQ Change Order Form HighQ – Change Order Form The information contained herein is confidential and proprietary to Thomson Reuters and may not be distributed without the written consent of Thomson Reuters. HighQ Collaborate Client Name: CLIENT Account Number: 1000667589 Date: [Date] New Service(s) Requested for HighQ ☐ Additional HighQ Consultancy ☐ Additional Doc Auto Consultancy ☐ Active Directory Connector ☐ SQL Connector ☐ Data Migration ☐ Integration(s) Material Number(s) Description of Service(s): [Material #] One-Time Fee: $0.00 Monthly Subscription Fee: $0.00 Change Order Expiration: <<Insert Date>> Supporting Documents Supporting Document (Statement of Work + Requirements Documents) Note: This price is for the services listed above. If additional consultancy hours are required due to scope changes to the ‘New Service(s) Requested’ section of this document, additional fees may apply. Reference: Contract Number: [Client Contract Number] All other requirements set forth in the original Statement of Work shall apply. Signatures: Thomson Reuters Date: CLIENT Date: Appendix C - HighQ Scoping Notes CONFIDENTIAL The subsequent pages include communica�ons between CLIENT and TR to scope the Professional Services described in this SOW and are provided for project reference. Bid Zip RFP #4548/FedResults Inc._732039/Response for Hawaii Corporation Counsel.pdfHighQ RFP Response for Hawaii Corporation Counsel Confidentiality Statement This proposal includes proprietary information that shall not be duplicated, used, or disclosed outside of Hawaii Corporation Counsel—in whole or in part—for any purpose other than evaluating this proposal. This information is deemed proprietary because it contains pricing and confidential corporate information that is of critical value to Thomson Reuters in a highly competitive market. THOMSON REUTERS HighQ Collaborate for Hawaii Corporation Counsel RESPONSE TO REQUEST FOR PROPOSAL RFP# 4548 Electronic Case Management System SUBMITTED TO Nicole Charon Purchasing 25 Aupuni Street Suite 1101 Hilo, HI 96720 SUBMITTED BY Thomson Reuters (West Publishing Corporation) Taylor Stottlemyre Proposal and Knowledge Manager, Government Phone: 314.906.2956 Email: taylor.stottlemyre@thomsonreuters.com SUBMITTAL DATE May 6, 2024 HighQ is a registered trademark of Thomson Reuters Canada Limited. Contractor Information Any contract resulting from this proposal for Thomson Reuters HighQ Collaborate will be with West Publishing Corporation, d/b/a West, a Thomson Reuters (Legal) business: Legal Contracting Entity West Publishing Corporation Doing Business As (DBA) West, a Thomson Reuters business Corporate Address 610 Opperman Drive, Eagan, MN 55123 Remittance Address P.O. Box 6292, Carol Stream, IL 60197-6292 Phone (651) 687-7000 DUNS # 14-850-8286 Company Size Large Customer Support Fax (651) 927-6439 Customer Support email keyconnection@tr.com Website legal.tr.com (West) Website tr.com (Thomson Reuters) PROCUREMENT SUPPORT For any questions, forwarding of amendments or modifications, or if our response requires further clarification, contact Taylor Stottlemyre at 314-906-2956 or taylor.stottlemyre@thomsonreuters.com. HighQ Collaborate for Corporation Counsel Page i RFP# 4548 | Electronic Case Management System 05/06/2024 Contents EXECUTIVE SUMMARY ................................................................................................... 2 COMPANY BACKGROUND .............................................................................................. 3 HIGHQ OVERVIEW ................................................................. ........................................ 5 HIGHQ COLLABORATE FOR HI CORPORATION COUNSEL – COMPLIANCE MATRIX ........... 6 IMPLEMENTATION & TRAINING ................................................... ................................ 27 SECURITY ..................................................................................................................... 29 SUPPORT ......................... ............................................................................................ 30 SYSTEM REPORTING ...................................................................................... .............. 31 HighQ Collaborate for HI Corporation Counsel Page 2 RFP #4548 | Electronic Case Management System 05/06/2024 Executive Summary We are pleased to offer our response to the RFP solicitation 4548 for an Electronic Case Management System solution for the Hawaii Corporation Counsel. We are confident Thomson Reuters can provide Hawaii Corporation Counsel with the best solution in the most cost-effective and efficient manner. Thomson Reuters proposes to meet the Electronic Case Management System needs of the Hawaii Corporation Counsel with Thomson Reuters’ HighQ. Thomson Reuters HighQ optimizes and simplifies the way legal departments work with a legal operations platform. The platform manages documents, matters, contract lifecycles, outside counsel, and more. We draw the Corporation Counsel’s attention to several distinguishing aspects of our offer, including both technical and price factors, that highlight why HighQ provides the best value to the Corporation Counsel. • Improve collaboration and engagement: An integrated platform to work with colleagues, collaborate on projects, and engage with clients. • Automate legal processes: Our workflow engine automates time-consuming, manual tasks and connects the content across the platform. • Manage complex projects and transactions: Task and event management, document collaboration, data visualization, document analysis, and document automation. • Collaborate easily with people inside and outside of your organization. • Share and synchronize documents securely from anywhere using any device. • Public records request management is streamlined and simplified for both the Corporation Counsel and the public. • Design and automate workflows to eliminate manual steps and speed processing. • Improve communication in ways that are more modern, social, and relevant. • Security: Government customers across the U.S. trust HighQ’s secure cloud to protect their valuable data and securely exchange sensitive information. • Mobility: Built from the ground up to support the mobile nature of business, our platform enables your team to work together efficiently regardless of where they are or what device they’re using. • User experience: Work more intelligently and provide more valuable services with solutions that your colleagues and clients look forward to using. • Visualize key metrics, driving new insight and more informed business decisions. Thomson Reuters brings together the capabilities necessary for successfully helping our customers achieve success. We combine best-in-class products with insight into the industries we serve, and a strong focus on listening to our customers and providing exception customer service. We understand that this technology is a tool to improve the Corporation Counsel’s ability to fulfill your mission. The proposal that follows provides a more detailed look at our plan to successfully deliver a quality solution to the Corporation Counsel. HighQ Collaborate for HI Corporation Counsel Page 3 RFP #4548 | Electronic Case Management System 05/06/2024 Company Background Thomson Reuters Thomson Reuters is a leading provider of business information services. Our products include highly specialized information-enabled software and tools for legal, tax, accounting, and compliance professionals, combined with the world’s most global news service—Reuters. Our company purpose is to Inform the Way Forward, which reflects our commitment to serve professionals, advance critical institutions, and build trust through our products and with our actions. The business has operated in more than 75 countries for more than 150 years. In 2023, we employed a global team of more than 25,600 professionals, and our revenues were US $6.8 billion. More information on Thomson Reuters can be found at tr.com. West Publishing Corporation West Publishing Corporation, a Thomson Reuters business, is a leading provider of integrated information solutions to the U.S. legal and investigative markets and provides the highest quality legal, regulatory, business information, and public records data, and the most innovative tools to manage it. Visit https://legal.thomsonreuters.com/en/about/office-locations for a list of U.S. office locations and phone numbers. Please visit https://www.thomsonreuters.com/en/about-us/executive-team.html for a list of Thomson Reuters/West Publishing leadership. Please visit this link https://ir.thomsonreuters.com/financialinformation/annual-reports for additional information contained in the Thomson Reuters annual report. WEST BACKGROUND  West Publishing Company was established/founded 1872.  West was acquired by Thomson in 1996.  Thomson Reuters was founded April 2008.  West Publishing Company was renamed to be Thomson Reuters (Legal) Inc. INCORPORATION INFORMATION  West Publishing Company – Incorporated 1882  West Publishing Corporation – Incorporated 7/7/1982, State of Minnesota HighQ Collaborate for HI Corporation Counsel Page 4 RFP #4548 | Electronic Case Management System 05/06/2024 HIGHQ HighQ is a leading cloud-based collaboration platform for the legal and regulatory market, offering a secure cloud-based platform for business collaboration, workflow automation, and customer engagement. HighQ was founded in 2001 and was acquired by Thomson Reuters in 2019. HighQ’s Government team is dedicated exclusively to government customers and provides professional services to implement HighQ. Major version releases occur 2 to 3 times per year. PROFESSIONAL SERVICES Our Professional Services team is involved in the initial implementation and training phase to ensure the solution you are looking for is delivered correctly. While HighQ is a non-technical platform, additional training or services are always available as needed. PAST PERFORMANCE Thomson Reuters considers our customer list as company confidential. However, arrangements can be made to connect the Corporation Counsel with references at a time closer to the Corporation Counsel’s system selection. HighQ Collaborate for HI Corporation Counsel Page 5 RFP #4548 | Electronic Case Management System 05/06/2024 HighQ Overview Thomson Reuters HighQ is an intelligent legal operations hub, designed for government legal departments to manage documents and matters, collaborate internally and with outside counsel, and automate workflows. HighQ is cloud-based, quick to deploy, and end-user friendly. HIGHQ: THE INTELLIGENT LEGAL WORK SOLUTION • Improve collaboration and engagement: Bring colleagues or clients together to collaborate on files, matters, and projects. • Automate legal processes: Our workflow engine automates time-consuming, manual tasks and connects the content across the platform. HighQ excels at collaboration, data visualization, workflow automation, and other capabilities that make daily routes more efficient. • Manage core workflows in a single space: Case management, matter management, contract management, document management, and legal intake all come together as an integrated legal operations hub. • Accessible Anytime, anywhere: Built form the ground up to support the mobile nature of legal practice, HighQ enables your team to work together efficiently, regardless of where they are or what device they are using. • Safeguard Sensitive Information: Government customers across the U.S. trust HighQ to safeguard and share their most sensitive information. Out of the box, HighQ delivers 99.9% uptime, bank grade encryption, and monitored by our team 24/7. COMPETITIVE ADVANTAGE • Leading the Market in Legal Technology: In 2019, HighQ was named “Legal Technology Company of the Year” by the Financial Times - both in the publication’s annual ceremony and the FT Intelligent Business Report. The British Technology Awards honored HighQ as “Supplier of the Year” in November of 2019, an award that recognizes suppliers that are reshaping the future of law departments and legal businesses. As a result, HighQ, along with Thomson Reuters, is widely recognized as a top legal supplier in demonstrating excellence in legal technology and customerfocused services. • The constant evolution and innovation of our applications is based on client feedback and major version releases 2 to 3 times per year. • Short time-to-value thanks to the out-of-the-box user experience and no-code configuration and development. • Unrivaled breadth and depth of capabilities enables a wide range of advanced solution sets and use cases. • Out of the box integration with many other Thomson Reuters and best-in-class 3rd-party products. HighQ Collaborate for HI Corporation Counsel Page 6 RFP #4548 | Electronic Case Management System 05/06/2024 HighQ Collaborate for HI Corporation Counsel – Compliance Matrix We have thoroughly reviewed the requirements of this solicitation and are confident that Thomson Reuters HighQ provides for a solution that will satisfy the needs of the Corporation Counsel. To help the Corporation Counsel in evaluating our response, we have provided the following table that helps illustrate how our offer responds to each of the Corporation Counsel’s identified requirements. REQUIREMENT APPLICABLE FEATURE 1.5 Mandatory Requirements A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. While HighQ is not intended to serve as a DMS, HighQ will provide a one-way sync to Laserfiche as the final document repository, including case details. HighQ features a native integration with Microsoft Office products and Adobe Sign. B. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. While HighQ is not intended to serve as a DMS, HighQ will provide a one-way sync to Laserfiche as the final document repository, including case details. No data will be migrated as part of this project. C. Security features to protect confidential information. Please reference the Security section of this proposal for security details. For more information regarding HighQ’s security features, please connect with your account team for an invitation to access the HighQ Whistic security profile. Please reference the Thomson Reuters Trust Center for additional security information. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. HighQ offers Tasks and Event modules for monitoring and tracking key dates for litigation. HighQ features a native integration with Microsoft Office products and Adobe Sign. Document Automation within HighQ automatically generates documents, allows you to create a self-service forms library with or without legal approval. The ability to create a clause library also allows you to make sure the important clauses in your documents are always up to date without having to modify each document. See link below to find out more about Document automation. https://knowledge.highq.com/help/getting HighQ Collaborate for HI Corporation Counsel Page 7 RFP #4548 | Electronic Case Management System 05/06/2024 REQUIREMENT APPLICABLE FEATURE started/overview-of-document-automation-with-contrac texpress. Adobe is not a native integration, but Adobe PDFs can be saved with version control within HighQ. An enterprise license for Adobe is required. https://knowledge.highq.com/help/working-wit hcontent/esign-electronic-signature-with-adobe-acrobat-sign Users with admin permissions can run audit and reports. Site audit and reports (https://knowledge.highq.com/help/site-content-and-user administration/site-audits-and-reports). For system and audit reports ( https://knowledge.highq.com/help/systemadministration/system-reports). Other audit history (Section "Reports and Auditing" here: https://knowledge.highq.com/help/system-administration). E. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potential budget shortfalls. Users with admin permissions can run audit and reports. Site audit and reports (https://knowledge.highq.com/help/site-content-and-useradministration/site-audits-and-reports). For system and audit reports ( https://knowledge.highq.com/help/systemadministration/system- reports). Other audit history (Section "Reports and Auditing" here: https://knowledge.highq.com/help/system-administration). Reports can be generated for fields entered into iSheets. Data Visualizations allows ad hoc reports to be created by anyone with the correct permissions. Users can access the underlying data. All data is available for reporting regardless of which user enters it. Data from external systems also can be imported into the system in a number of ways for reporting purposes. HighQ includes a powerful, yet easy-touse data visualization tool that helps you make sense of all the data you have in the system. Each report is created through a wizard-like guide and requires no code to be written. Our consultants custom configure your reports to show the data you care about most. This approach also allows for a low cost of ownership moving forward, as modifications and new reports can be managed by any nontechnical user with the correct permissions. See attached link for more information on Data visualizations https://knowledge.highq.com/help/working-withcontent/data-visualisation-overview F. Public records request management. Simplifying and streamlining the Public Records request process is vital for the members of the public and for agencies that must deliver the information. HighQ takes the laborious and time-sensitive process of responding to Open Records Act requests and turns it into a simple and efficient process. HighQ works to solve the major pain points of the process: For additional details, please see the Public Records Request Management section of this proposal. G. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third HighQ is s cloud-based solution hosted in Microsoft Azure. For security details, including the HighQ Security Whitepaper, HighQ Collaborate for HI Corporation Counsel Page 8 RFP #4548 | Electronic Case Management System 05/06/2024 REQUIREMENT APPLICABLE FEATURE party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. please contact your account team for access to the HighQ Whistic Security profile. Please reference the Thomson Reuters Trust Center for additional security information. H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. If you need technical assistance with your platform, then the HighQ Global Support Team is here to help. Based in key locations around the world, the team is well-placed to offer advice and information about the HighQ platform. Dedicated support is provided between 09:00 and 18:00, Monday to Friday, in each region, with provision for emergencies that may occur outside of these hours. https://knowledge.highq.com/help/pages/contact-support I. Mobile/Remote access that allows each user to access and work with documents in the case management system. Supported browsers and mobile device information is available here: https://knowledge.highq.com/help/bestpractices-and-more/supported-browsers-and-mobile-dev ices The HighQ Drive App is also available with additional information here: https://knowledge.highq.com/help/appsplugins-and-connectors/highq-drive-overview J. Customization features that allow each user to configure the case management system to their own specific needs. Dashboards can configured to show data visualization graphs and data panels. You can have as multiple dashboards, allowing different user groups to have a dashboard with information that is important to them. (See https://knowledge.highq.com/help/working-withcontent/data-visualisation- overview ). Preset report views can be created to show specific categories of filtered data. (See https://knowledge.highq.com/help/site-content-anduser-administration/isheets-add-and-configure-vie ws ) K. The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully utilize its features. HighQ features a full Professional Services team to perform installation, configuration, and training. For additional details, please reference the Installation and Training section of this proposal and attached SOW. L. Licensing and any associated fees. Licensing and associated fees are included in the attached cost proposal. M. Computer hardware requirements compatible with Section 1.6 herein. HighQ is able to comply with Section 1.6 requirements. Supported browsers and mobile device information is available here: https://knowledge.highq.com/help/bestpractices-and-more/supported-browsers -and-mobile-devices This table clearly demonstrates that HighQ not only provides a technically acceptable case management system for the Corporation Counsel, but that our proposed solution exceeds many of the identified requirements. Complete details about the offer are provided in the following pages. HighQ Collaborate for HI Corporation Counsel Page 9 RFP #4548 | Electronic Case Management System 05/06/2024 Key Use Cases for Government HighQ is a configurable solution. This model results in the customer’s faster ability to adopt new functionality and modify the platform as their needs change. In addition to adoption speed, our configurable model enables customers to make these changes at a lower cost than other solutions. INTAKE AND MATTER MANAGEMENT Automate and streamline the matter intake process to ensure your information is organized in one central repository and everything that comes through the legal departments is captured with full visibility. DOCUMENT MANAGEMENT Collaborate on documents using out of the box connections to Microsoft Word, Outlook, and Google Workspace. Manage the files that surround your work with capabilities that include version control, document assembly, audit history, auto-redaction, and mark-up comparison. CONTRACT MANAGEMENT Manage and report on all phases of the contract lifecycle, including contract drafting, storage, routing, and eSignature integration. Conduct due diligence, contract analysis, and risk assessments with the HighQ AI Hub. PUBLIC RECORDS REQUEST MANAGEMENT Handle all the major steps inherent in a public records act request including intake, tracking, secure document collaboration, redaction, production, and performance reporting. DOCUMENT AUTOMATION Accelerate document assembly for contracts, pleadings, letters, and other legal documents to quickly generate standard, error-free documents. Enable your clients to create documents from templates approved by the legal department, like professional service agreements. HighQ Collaborate for HI Corporation Counsel Page 10 RFP #4548 | Electronic Case Management System 05/06/2024 Intake and Matter Management HighQ can automate and streamline the matter intake process and ensure your information is organized in one central repository so you can capture everything that comes through your legal department with full visibility. LEGAL REQUEST INTAKE PORTAL MATTER MANAGEMENT DASHBOARD HighQ Collaborate for HI Corporation Counsel Page 11 RFP #4548 | Electronic Case Management System 05/06/2024 LEGAL INTAKE Standardize the legal service request intake process by having requestors submit requests through a smart web form and/or a client intake portal. Intake portals can be configured where clients can submit different types of action requests, check the status of their requests, communicate with the legal department, and access completed requests. WORKFLOW AUTOMATION Turn routine tasks into automated, intelligent processes – dramatically reducing the time, effort and risk associated with manual work. Immediately upon intake, automated workflows can send confirmation emails, route requests to the right department or individuals, assign deadlines and tasks, automatically generate documents, and more. MATTER COLLABORATION AND TRACKING Centralize all matter information in one place to make collaboration simple, effective, and accessible from anywhere. Track and search all open and closed matters in one place. Capture key matter information including due dates, status, assigned attorneys and staff, outside counsel involvement, funding and budget information, and any other unique information important to your agency. ROBUST REPORTING AND DASHBOARD DATA VISUALIZATION Understand the status of everything in progress – providing visibility, insight, and transparency. Configure leadership level dashboards for immediate oversight and visibility of the legal department’s workload, activity, and risk while also facilitating reporting requirements. Attorney level dashboards give attorneys immediate access to their immediate workload, including assigned matters and matter status, tasks, and events. Document Management Whether the Corporation Counsel requires a comprehensive system of record to secure all electronic documents in the cloud or just wants to add new value to existing document management system (DMS), HighQ delivers exactly what the Corporation Counsel needs. With HighQ, upload documents and share them instantly while maintaining full access and auditing control. Files can be added quickly using drag-and-drop, through Microsoft Office, email, bulk import, or by attaching them to an iSheet, wiki page, blog, or task. HighQ Collaborate for HI Corporation Counsel Page 12 RFP #4548 | Electronic Case Management System 05/06/2024 DOCUMENT MANAGEMENT PRODUCTIVITY INTEGRATIONS MICROSOFT OFFICE Our seamless Office add-in and advanced Microsoft 365 integration enables users to view, create, and collaboratively edit Word, Excel, and PowerPoint files in real-time and save them in HighQ. You can also file emails and save attachments directly from Microsoft Outlook. GOOGLE WORKSPACE Integration with Google Workspace is as simple as connecting your Google account in HighQ. Then, with just a few clicks, user can collaborate on Google Docs, Sheets, and Slides saved concurrently in HighQ. This integration makes is easier to collaboratively create and manage content in one place. You can also file emails and save attachments directly from Gmail. ELECTRONIC SIGNATURES HighQ’s signature integrations with DocuSign and Adobe Sign empowers users to complete approvals, agreements, and transactions faster by making it simple to select one or more files and send them to multiple recipients for signing. As you send them, you can indicate exactly where the documents need to be signed for greater clarity. DOCUMENT COMPARISON With Workshare Compare Everywhere, you can access their leading functionality directly from HighQ, without the need to launch separate applications. This integration enables users to review differences quickly, accurately, and securely in documents using Workshare’s online comparison capabilities, wherever you are, from any device. HighQ Collaborate for HI Corporation Counsel Page 13 RFP #4548 | Electronic Case Management System 05/06/2024 SECURE FILE SHARING Share large files securely either internally or with external parties. Create links to share existing files or quickly upload new ones. Control access rights with digital rights management, link expiry, watermarking and email verification for recipients. Use HighQ Drive to sync and share files directly from your desktop. ADVANCED FILE SECURITY Set advanced folder and file-level permissions for users and groups. Protect sensitive documents with digital rights management tools, a built-in document viewer and PDF encryption. Control users’ ability to save, print or copy files and even add watermarks. DIGITAL RIGHTS MANAGEMENT We’ve teamed up with Seclore to provide the most advanced, secure, and connected digital rights management (DRM) functionality available – delivering an additional, persistent layer of protection for shared and downloaded files. Files are encrypted and protected in their original format so people can work with them in the applications with which they are most familiar. COLLABORATION AND PROCESSING HighQ includes annotations, redlines, comments, and coauthoring. Seamlessly work with others to protect against risk and complete contracts as swiftly as possible, all while maintaining a full audit trail. DOCUMENT AUTOMATION POWERED BY CONTRACT EXPRESS Drafting high-volume, routine documents that do not require significant legal expertise wastes time and resources – and creates unnecessary bottlenecks. HighQ solves that issue, speeding self-service document assembly for contracts, agreements, and many other legal processes. You can easily build dynamic templates without programming, so users across your organization can quickly generate standard, errorfree legal documents. Contract Management We know it is vital to manage the contract lifecycle effectively to maximize value. HighQ provides a central hub for end-to-end contract management, enabling automated contract creation and approval, risk management, and obligations and compliance monitoring. HighQ Collaborate for HI Corporation Counsel Page 14 RFP #4548 | Electronic Case Management System 05/06/2024 CONTRACT MANAGEMENT DASHBOARD CONTRACT REPOSITORY HighQ Collaborate for HI Corporation Counsel Page 15 RFP #4548 | Electronic Case Management System 05/06/2024 AUTOMATED DOCUMENT ASSEMBLY Self-service contracts improve responsiveness and reduce time-to-value with self-service contracts. Users generate contracts from automated templates and clause libraries, ensuring speed, accuracy, and compliance. Customizable escalation workflows involve the legal team whenever appropriate. ARTIFICAL INTELLIGENCE Use multiple AI tools, including HighQ’s own AI engine, to review and categorize contracts, extract key terms, and monitor risk more efficiently. CONTRACT APPROVAL Every executed contract has oversight and consent through HighQ’s configurable contract approval workflows. Agreements are properly approved and efficiently executed through electronic signatures. DATA VISUALIZATION Contract metadata fields available during the drafting process and extracted using AI enable new ways to visualize powerful contract data. Easily develop contract KPI dashboards you need to effectively manage all your contracts. HighQ Collaborate for HI Corporation Counsel Page 16 RFP #4548 | Electronic Case Management System 05/06/2024 Public Records Request Management Simplifying and streamlining the Public Records request process is vital for the members of the public and for agencies that must deliver the information. HighQ takes the laborious and time-sensitive process of responding to Open Records Act requests and turns it into a simple and efficient process. HighQ works to solve the major pain points of the process: PUBLIC RECORDS ACT REQUEST MANGEMENT PUBLIC INTAKE HighQ enables intake forms configured for your agency to be placed on official webpages. Once a member of the public fills out the intake form, the information is automatically delivered into HighQ and alerts the relevant people a request has been made. TRACK AND MANAGE HighQ tracks and manages the request, including timely reminders to ensure all-important deadlines are not missed. COLLECT, REVIEW, REDACT, AND PRODUCE HighQ acts as a central repository for all data and documents required. Everyone involved in gathering information for the request and producing the response can collaborate in HighQ. Documents can be reviewed, redacted in bulk, bundled, and delivered securely to the requestor. MANAGING RISK AND REPORT Dashboards can be customized to keep track of key metrics, including how many requests were received, how much data had to be collated, how long did it take to respond to a request, how many were late, and HighQ Collaborate for HI Corporation Counsel Page 17 RFP #4548 | Electronic Case Management System 05/06/2024 what type of requests were received. Keep details records of requests that were denied and exemptions that were taken. Document Automation HighQ document automation provides a faster, more efficient, and more consistent way of drafting and completing documents. Customized templates remove the tedious and time intensive process of manually entering and editing documents. DOCUMENT AUTOMATION STAY BETTER CONNECTED Securely share and collaborate on generated documents and leverage data collected in HighQ to avoid rekeying in the questionnaire. WORKFLOW AND PROCESS AUTOMATION Automate the generation of single or document suites and route them for approval using automated workflows and track the progress. ON-DEMAND DOCUMENT ASSEMBLY Empower clients to generate fully drafted and branded legal documents by filling out an online form, which automatically pushes the submitted data into the template. HighQ Collaborate for HI Corporation Counsel Page 18 RFP #4548 | Electronic Case Management System 05/06/2024 SEAMLESS DOCUMENT MANAGEMENT Manage the generated documents in HighQ’s central, secure repository, where you can easily access, organize, share, track, audit and archive every version. Other HighQ Use Cases ALL YOUR LEGAL OPERATIONS IN ONE, CONNECTED SYSTEM Intake and Self-Service Simplify and standardize the legal intake process and provide easy access to self-service contracts, tools, and guidance Vendor Management Collaborate with outside counsel, monitor, track performance against KPIs, and manage vendor relationships NDA Requests Enable the business to quickly generate standard NDAs, manage their approval and execution, and track them throughout their lifecycle Risk Mitigation Proactively monitor legal risk and manage the organizational response to protect the business against critical emerging threats Knowledge Management Capture, find, and share legal know-how in one central place, reducing duplication and improving productivity and decision-making Board Management Allow board members to coordinate activities, collaborate with each other, and securely access and share board documents IP Management Centralize, manage, track, and protect your organization’s patents, trademarks, licenses, and other intellectual property rights Project Management Manage and visualize all workstreams, tasks, deadlines, and resources associated with key legal projects to ensure seamless delivery Data Visualization Build customizable dashboards that turn your legal operations data into insightful, dynamic charts, graphs and KPI panels Artificial Intelligence Integrate data from multiple AI engines into HighQ, making processes like document analysis more intelligent and automated Data Collection Capture the data that surrounds matters, claims, contracts, risk, and IP to automate steps and improve decision-making Task & Event Management Plan, organize, and track legal work and internal projects more efficiently with agile task management tools and custom metadata Collaboration & Productivity Capture, manage, and share knowledge and empower your team to efficiently collaborate, complete tasks and stay organized Document Repository Create, manage, and collaborate on legal documents securely in one place and coauthor them using Google Workspace or Microsoft 365 HighQ Collaborate for HI Corporation Counsel Page 19 RFP #4548 | Electronic Case Management System 05/06/2024 HighQ Features and Capabilities HIGHQ COLLABORATE PREMIUM CLOUD-BASED SOFTWARE HighQ is a cloud-based collaborative office management solution that will allow your agency to work Smarter- Faster- Simpler. Foundational Features When evaluating technologies and considering vendors, features matter. Because our intelligent work and engagement platform was designed specifically for the legal sector, we paid extra attention to the features that you and your agency demands. • Security: Government customers across the U.S., financial institutions and corporations trust HighQ’s secure cloud to protect their valuable data and securely exchange sensitive information. • Integration: When you invest in IT solutions, you need them to work well together – just like your team. We use the latest integration methods to help you and your applications do more, collaboratively. • Mobility: Built from the ground up to support the mobile nature of business, our platform enables your team to work together efficiently regardless of where they are or what device they’re using. • User experience: Work more intelligently and provide more valuable services with solutions that your colleagues and clients actually look forward to using. Capabilities Core capabilities • Security and compliance: advanced capabilities such as IRM, granular permissions, private cloud and ISO27001 • Auditing and reporting: detailed user and activity tracking with granular reporting and auditing functions • APIs and integrations: mature APIs, vibrant developer community, native integrations with other key systems • Document management: advanced file versioning, editing, collaboration and custom metadata capabilities • Task management: agile task management, timelines, calendaring and project management capabilities • Social collaboration: activity streams, wikis, blogs, user profiles, commenting, tags and private messaging • File share and sync: personal file management, secure file sharing, HighQ Drive apps • Smart forms and data sheets: advanced iSheets capability with structured data collaboration and smart form capture HighQ Collaborate for HI Corporation Counsel Page 20 RFP #4548 | Electronic Case Management System 05/06/2024 • Dashboard builder: customizable project dashboards with status tracking, activity and data visualization • Solution templating: ability to create repeatable, portable solutions using the full breadth of platform capabilities • Content management: publishing and personalization of web content such as publications, video and events • Data visualization: advanced charting and visualization capability for tasks, document analysis and iSheets • Document automation: assemble and generate documents with dynamic data automatically, based on templates • Artificial intelligence: AI Hub seamlessly integrates native HighQ AI and third-party engines into the platform • Workflow automation: process automation engine to automate manual, repetitive and timeconsuming tasks DASHBOARD HighQ contains state of the art dashboarding and reporting across all metrics and content. Data is collected and stored in a proprietary database (iSheet). Metadata can be added to files manually or through an AI engine and can also be included in a variety of dashboards and reports. These reporting mechanisms are code- free and can be customized to an individual user’s needs, workflow, and job requirements. Dashboards can be created into charts, KPI cards, Graphs, lists, calendar events, and more. Reports can be exported in any number of standard document types. • Activity stream: Stay up to date with your team via the activity stream, which displays a chronological view of all recent activity from across all of your workspaces. See when your colleagues upload files, edit wiki pages, assign tasks or perform any other action. Interact with colleagues by commenting on or liking updates directly in the stream. • Microblogging: Share links, images and updates directly into the activity stream. Control who can read your posts by sharing with specific sites or the whole organization. Alert people with @mentions and add hashtags to group comments around trending topics. • Filter and search: Apply powerful filters to narrow down your view of the recent activity by content types, sites or groups of people to only show the updates that you’re most interested in. The global search provides results as you type so you can quickly find people, favorites or sites from anywhere in the system, and you can quickly filter search results too. FILES Our powerful secure file sharing and document management module integrates seamlessly with the rest of the platform. The intuitive user interface and granular security controls makes it easy to use and it’s enterprise-ready. • Powerful and easy to use: The powerful enterprise-grade file sharing and document management features allow you to have granular control over your files, folder structure, access rights and configuration settings but the system doesn’t get in your way. The intuitive user interface helps you securely share files and manage your documents with ease. HighQ Collaborate for HI Corporation Counsel Page 21 RFP #4548 | Electronic Case Management System 05/06/2024 • Advanced file security: Set advanced folder and file-level permissions for users and groups. Protect sensitive documents with digital rights management tools, a built-in document viewer and PDF encryption. Control users’ ability to save, print or copy files and even add watermarks. • Enterprise-grade features: Our file sharing and document management technology has evolved from our experience providing data room solutions to some of the world’s largest law firms and banks. Enterprise features such as bulk upload and download, custom document metadata, DRM, reports, detailed auditing and more are built into the module as standard. • Secure file transfers: Share large files securely either internally or with external parties. Create links to share existing files or quickly upload new ones. Control access rights with digital rights management, link expiry, watermarking and email verification for recipients. Use HighQ Drive to sync and share files directly from your desktop or use the Office plugin to share files straight from Word and Outlook. There is a full audit trail of all shared files and registered recipients can also send files back to internal users. • Microsoft Office integration: Our Microsoft Office plug-in makes HighQ Collaborate available in the Open and Save dialogues within all of the Office apps. You can save new files directly to any workspace and files you open are checked out and then saved back to Collaborate as a new version in one seamless process. You can even create secure links to share files directly from within the Office apps and the Outlook integration allows you to automatically replace large attachments with secure download links. • Full-screen file preview: Our full-screen file viewer is high fidelity and doesn’t require any plugins. The viewer allows you to quickly preview files from anywhere in the system, retaining your context and keeping you productive. You can easily move to the next or previous file and all file metadata, comments and tasks are displayed in the info panel. Users can mark-up and add shared annotations to files within the viewer and we support over 150 file types including Microsoft Office, PDF, Emails and specialist formats including DICOM medical images and AutoCAD files. • Audit trail: HighQ provides multiple tracks to monitor and track the changes and production of documents within the system. Individual documents will track who made the changes and the changes made while also providing the ability to store and compare multiple versions of documents. WIKI Improve teamwork and capture valuable knowledge by empowering your teams to work collaboratively to create, share and discuss documentation, meeting notes, minutes, specifications and ideas directly in the browser. • Capture valuable knowledge: Consolidate your company’s collective intelligence by capturing and sharing valuable knowledge into one place that’s easily accessible and discoverable when it’s needed most. Information captured in wikis can easily be used and updated by anyone with access, so it’s much more likely to be kept up to date. • Boost team effectiveness: Reduce inbox overload and reliance on file shares or network drives by providing a central place for teams to collaborate together and create content quickly directly in their browsers using our advanced content editor and social collaboration features. • Organize your information: Each project, team or department can have its own wiki to keep its information organized with easy page linking, dynamic content lists and structured page HighQ Collaborate for HI Corporation Counsel Page 22 RFP #4548 | Electronic Case Management System 05/06/2024 hierarchies. Tag your pages to group content around topics and easily attach files from the central repository in every site to quickly bring your information together. BLOGS Cut down on email. Let people publish blog posts to share news, project updates, insight and thought leadership with their teams and consolidate discussions around hot topics and projects. • Focus your discussions: Group discussions are notoriously difficult to follow via email and can distract people from their work. Focus your discussions around important topics and projects in blog posts to consolidate your conversations in a central place where people can opt-in to subscribe if they want to and simultaneously reduce email overload. • Broadcast knowledge: Share information, knowledge and ideas with your project team, department, or even company-wide through blogs. Information can flow freely and be discovered by anyone that finds it useful, rather than being trapped in the inboxes of a few people. • Follow thought leaders: Every organization has thought leaders and experts in various fields. When they blog about their thoughts and experiences, others can learn from their knowledge in their particular areas of specialism. Blogs allow for the capture and transfer of tacit knowledge and information around the organization much more effectively. TASKS Keep yourself organized and boost your team’s efficiency with tasks. Get a quick overview of the progress of projects, assign tasks to others, add due dates, statuses, priorities, links, comments and reminders. • Boost team efficiency: Move your task management out of your inbox and into a team site so everyone knows where to find the information they need and can access it from anywhere. Easily create, assign and comment on tasks in a place where the whole team can stay connected and up to date with project progress. • Organize your projects: Create workspaces based around tasks to bring all of your project’s assets together into one place. Easily attach files, link to wiki pages and add comments. Group tasks together into lists and set permissions for which groups of users can see and update those lists. • Get a bird’s eye view: Project managers can see everything, including overdue tasks, priorities and statuses. Team members can see their tasks in the context of the whole project and alongside their teammates’. Anyone can apply filters to focus on a subset of tasks assigned to them, in a specific list, due on a set date or with a certain priority or status. EVENTS Improve collaboration and simplify project management by giving everyone in your team visibility of upcoming project milestones, deadlines and meetings with our sophisticated calendaring tools. • Keep everyone up to date: Make sure the whole team is aware of meetings, deadlines and milestones by publishing important events in shared calendars for each project workspace. The easy-to-use calendar views with color-coded categories, subscription feeds and email updates mean everyone will always know what’s happening and when. HighQ Collaborate for HI Corporation Counsel Page 23 RFP #4548 | Electronic Case Management System 05/06/2024 • View events your way: Easily switch between day, week, month and list views, use the minicalendar to navigate through the weeks and months and see quick inline previews or click through to see the full event details. • Subscribe and share: Subscribe to feeds from multiple external calendars and aggregate holiday calendars, training calendars and other events together so teams can view them in one place and subscribe to a single feed in Outlook or other apps on your computer, smartphone or tablet. • Easy calendar management: Create your own event categories with custom color-coding and access rights. Double click to add a new event or drag and drop to reorganize them. Comment on and tag events and easily search across events in all categories. • Bring global teams together: When you’re working with teams all over the world, keeping them all in sync can be difficult. The Events module can be used in combination with other modules to bring teams together. Create events for team meetings with links to supporting documents in Files, store meeting notes in Wikis and set actions as Tasks. ISHEETS Work collaboratively with dynamic, structured data in the cloud. Create sophisticated transactional and business optimizing solutions, automate complex processes and solve business problems. • Data management: iSheets allow for data to be input and managed based on user preference and requirements. iSheet data can then be used to trigger workflows that assign tasks, send email, provide reminders or alerts, calendar events, create folders, and allow for collaboration. All data is measurable and can be visualized using a report, KPI card, or dashboard. • Structured data collaboration: iSheets allows teams to work collaboratively with structured data. Create sheets with any number of columns and choose the type of data that can be entered, who can access it and how it’s presented in custom views. iSheets solves the problem of multiple people trying to edit one Excel spreadsheet. • Efficient business processes: iSheets can be applied to many business processes to make them more efficient. Create solutions to manage real estate portfolios, asset registers, due diligence reviews and many other processes. Set custom alerts to trigger workflows in your process. • Consistent data capture: iSheets help you to capture data consistently and easily with customizable forms with predefined date formats, fixed choices in drop downs and conditionality so people only need to fill out the relevant fields depending on their choices. Avoid confusion and save time later in the process by reducing the need for data cleansing. WORKFLOW AUTOMATION Automated workflows ensure consistent processes are kept for all documents. These workflows can be mandatory or triggered by specific events, fields, assignments, etc. The workflows can automate emails, calendaring, alerts, reminders, tasks, and a variety of other events. This ensures that business rules are maintained, and compliance is mandatory. • Out-of-the-box workflows: HighQ provides a flexible approval engine and process for any document. Approvals occur either in sequence or in parallel workflows with legal review for compliance and accuracy. While multiple departments review simultaneously or in sequence, notifications and status alerts are automatically sent via email, as well as being available in a task inbox. Approved documents are sent in a password protected PDF file for signatures, using secure HighQ Collaborate for HI Corporation Counsel Page 24 RFP #4548 | Electronic Case Management System 05/06/2024 and advanced DocuSign® or Adobe® Sign integration. Each document is subject to an audit trail, giving legal management a complete picture of how a contract was executed and where it is in the signatory process. • Custom workflows: A no-code workflow rule builder enables you to quickly build rules that look for conditions in data and documents to automatically create tasks, events, documents, and folders, send custom emails, update iSheet records, and move, copy, or delete files. DOCUMENT AUTOMATION POWERED BY CONTRACT EXPRESS HighQ Document Automation lets you configure dynamic questionnaires that simplify the automating of documents without requiring a programmer. Legal departments use HighQ Document Automation to automate documents, mitigate risk, improve productivity, streamline workflow, address bottlenecks, and speed up the approval process. In addition, approved templates become master documents for repeated use, lowering risk, requiring less time to produce a drafted document. • Self-service document creation: Users can self-serve signature ready documents by filling out web-based forms called questionnaires. Questionnaire answers fill in information, activate optional language or additional questions, and/or launch additional necessary documents, such as exhibits or amendments. All language has been preapproved by legal, and a completed document is delivered in PDF or Word format. The forms are created automatically from your organization’s own templates or from services, such as Thomson Reuters Practical Law, utilizing our proprietary authoring add-in to Microsoft® Word. • Contract express author: Contract Express Author is our proprietary authoring tool and an add-in to Word. Designed for use by attorneys, as opposed to programmers or coding experts, there is no need to hire third- party vendors to create or maintain your templates. Our Author add-in allows your in-house team to easily create, and update templates as needed, after only a few hours of training. Our team of Documentation Automation specialists is available to train your team and/or assist with more complex automation needs. DISCOVERY AND AI HighQ has advanced AI technology that can be trained to identify and add metadata to certain documents aiding in the discovery process. When a file is uploaded to the HighQ Files module, it is sent to the AI Hub, analyzed, key data points are extracted, and this data is then stored in the AI Hub. From the AI Hub, this data can then be used to enrich File Metadata iSheets (custom file metadata) or to use in the Data Visualization dashboard panel. This metadata gives insights into the documents you are dealing with. SEARCH AND DATA QUERY HighQ utilizes a multi-faceted search approach that provides global searching across the entire framework. This includes all types of documents, titles, users, metadata, comments, and more. Permissions can be maintained to limit access to various content, and advanced searching is available to help locate information or content that returns too many results. Searching is available at the document text level, file level, case level, and site level. Additionally, a dashboard may be requested to provide a search field that will link out to Westlaw for legal research or Practical Law for legal forms and to perform federated searching (as applicable to subscription). Virtually all information within HighQ is searchable or can be made searchable using metadata tags. Data can be queried using basic and advanced search tools. HighQ Collaborate for HI Corporation Counsel Page 25 RFP #4548 | Electronic Case Management System 05/06/2024 OTHER CAPABILITIES AND INTEGRATIONS Customer Platforms: Our XML/RSS connector allows news and other updates that can be exposed as XML, RSS, or iCalendar to be imported into Blog and Events modules from other sources. We also offer an SQL database connector that pulls structured data in from other sources by mapping SQL tables to our iSheets module and publishing your structured data in the cloud. Access and Authorization Control: Synchronize users and groups from Azure Active Directory or LDAP servers to you can streamline user management and leverage security groups to reduce administration time and minimize risk. We also fully support the industry-standard SAML 2.0 protocol for single sign-on (SSO), including integration with ADFS, Oracle Identity Federation, Okta, and Onelogin to ensure the login process is seamless and simple for users. Web-Based Applications: The navigation bar of a HighQ site is completely customizable and flexible, making it possible to link to any external web-based site or application. Authorized site users could instantly access another core system, like human resource management and other ERP solutions, directly from HighQ. Legacy Data: If you are using a different application and wish to move your data and documents to HighQ, this can be done within the application itself via bulk upload, or by using a SQL connection. Additionally, a bespoke migration tool using HighQ’s APIs can be developed for data or document migration. HighQ has an open REST API that clients can use to build their own integrations with our application. There are some integrations already built that utilize the appliance; HighQ also uses Anaqua (formerly, SeeUnity) to integrate other applications. We have successfully deployed and migrated content for customers worldwide. Additional information (i.e., amount of data, format of export, creation of application/utility) may be required. Customization: HighQ operates within a code-free environment and is fully customizable out of the box. There are several off-the-shelf templates, but each site can be customized and individualized within the environment itself. Additional Security and Compliance: All data is maintained within the borders of the United States and only the account holder maintains and grants access. Additional HighQ security and hosting information is available via our Whistic security website at: https://public-profile.whistic.com/f97698b2-e055-4e129d36-675 e4fa4185c. Users: HighQ provides access by identifying individuals as internal, external, or basic users. • Internal users: Internal users all have the organization email domain. Internal users can add, edit, and share content in which they are given access. Internal users can be site and system administrators. • External users: External users outside of the agency with a different email domain than internal users. External users can add, edit, and share content in which they are given permission so they can seamlessly collaborate with internal users within HighQ as needed. For each internal user, 5 external users are included. • Basic users: Basic users are users that have the same organization email domain as internal users but have limited permission. Basic users can submit intake requests and can only edit and view HighQ Collaborate for HI Corporation Counsel Page 26 RFP #4548 | Electronic Case Management System 05/06/2024 the information they submit. They can also be given permission to view documents, folders, or wiki pages. For each internal user, 100 basic users are included. HighQ Collaborate for HI Corporation Counsel Page 27 RFP #4548 | Electronic Case Management System 05/06/2024 Implementation & Training Following creation of the instance, alongside of training, the Thomson Reuters HighQ Implementation Team collaborates with the Corporation Counsel to develop functionality, iSheets, workflows, data visualization, etc., for your initial site and use case solution within your HighQ instance. This phase of the project not only serves to develop the Corporation Counsel’s initial HighQ site and ready it for rollout, but also familiarizes you with administering and creating HighQ sites and solutions on your own. Once the Corporation Counsel’s HighQ instance is complete and enabled for the desired use case, a formal status call is used to review the instance and assess its readiness for rollout. If there are changes needed to the instance, branding, etc., your HighQ Project Manager submits appropriate requests. On an ongoing basis, your HighQ Account Manager, Technical Innovation Manager, and Solutions Consultant are available to help you develop plans for promoting HighQ within the Corporation Counsel to encourage adoption and to assist in brainstorming other possible HighQ use cases for your agency. Before closing the project, your Thomson Reuters Project Manager works with you to determine which staff need access to the HighQ Developer Site, HighQ Community Site, and our Knowledge Base. IMPLEMENTATION TEAM HighQ maintains a dedicated project management team that coordinates multiple deployments at once. This team is responsible for creating a dedicated implementation site to provide full visibility to all involved with the transition as well as keeping customers aware of timelines, upcoming meetings, and benchmarks. Your dedicated HighQ Project Manager will be assigned to ensure that timelines are met and distribute the workload to implementation team as needed. TRAINING Following site deployment, Corporation Counsel users participate in engaging training as part of our customer onboarding process. Our training model is “train-the-trainer” where the HighQ Implementation Team provides training and consultation to System Administrators who are responsible for the design and build of the solution. This allows the Corporation Counsel to easily scale the solution without additional professional services costs. We are committed to working with your System Administrators to make sure everyone is trained and comfortable using HighQ. Initial product and configuration training for Administrators is included as part of the implementation costs. Additional hours can be purchased to cover any additional needs. Trainings are provided remotely, live (depending on staff availability and schedules), and via on-demand recordings. HighQ Collaborate for HI Corporation Counsel Page 28 RFP #4548 | Electronic Case Management System 05/06/2024 A visual overview of Thomson Reuters HighQ Implementation is provided below. HighQ Collaborate for HI Corporation Counsel Page 29 RFP #4548 | Electronic Case Management System 05/06/2024 Security The HighQ platform has a dedicated, 24/7 security function with team members who average more than 15 years of industry experience with extensive qualifications. We also host your solution and data in the most secure environment available. It’s the very best of its kind—safer and more cost-effective than a normal, onsite corporate infrastructure. Out of the box, the HighQ secure cloud provides the following features:  Certification in ISO 27001  Annual SOC 2 Type 2 audit of U.S.-based hosting provider  Enables two-step authentication  Features single-jurisdiction hosting Additional Security Information For more information regarding HighQ’s security features, please connect with your account team for an invitation to access the HighQ Whistic security profile. Please reference the Thomson Reuters Trust Center for additional security information. HighQ Collaborate for HI Corporation Counsel Page 30 RFP #4548 | Electronic Case Management System 05/06/2024 Support Thomson Reuters has HighQ customers across the globe and provides localized support via several methods described below. Technical Assistance HighQ Support is available via email 24 hours / day and available via phone from 9:00 am to 6:00 pm, Eastern Time. Other avenues of support include our online Knowledge Base (including manuals, FAQs, videos), as well as the Development Community. Updates and/or enhancements to HighQ occur two to three times per year. Your HighQ Account Manager will train your System Administrator on any new updates or enhancements as they are released. Your HighQ Account Manager is responsible for ensuring Corporation Counsel users are seeing the expected value from your solution as well as suggesting ways to expand the value using the platform you already own. Your HighQ Account Manager’s primary responsibility is to ensure all aspects of the project run smoothly. After implementation, Corporation Counsel’s HighQ Account Manager works with you to ensure that HighQ continues to deliver value to your organization and keeps up with your growing business needs. Online Assistance and Resources In addition to the help available from the Support and Account Management team, every HighQ customer is also invited to the HighQ Client Community:  Request New Features—let us know what would make HighQ an even better solution for your company’s changing and growing needs.  Ask Questions—pose your own questions and browse a collection of answers to questions asked by other customers.  Network—see how other customers benefit from and use the system. Professional Services Our Professional Services team is involved in the initial implementation and training phase to ensure the solution you are looking for is delivered correctly. While HighQ is a non-technical platform, additional training or services are always available as needed. HighQ Collaborate for HI Corporation Counsel Page 31 RFP #4548 | Electronic Case Management System 05/06/2024 System Reporting Details on HighQ’s system reporting functionality is available here: https://knowledge.highq.com/help/system-administration/system -reports Dashboards can be configured to show data visualization graphs and data panels. You can enable multiple dashboards, allowing different user groups to have a dashboard with information that is important to them. See https://knowledge.highq.com/help/working-with-content/data-visualisationoverview. Preset report views can be created to show specific categories of filtered data. See https://knowledge.highq.com/help/site-content-and-user-administration/isheets-add-and-configureviews. Additionally, users with admin permissions can run site audits and reports. Please see: https://knowledge.highq.com/help/site-content-and-user-administration/site-audits-and-reports. Bid Zip RFP #4548/Kaizen Project & Business Consultants Inc._1027813/TabulationByVendor_RFP#4548_orgId_1027813.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Kaizen Project & Business Consultants Inc. Page of 1 1 General Comments: Kaizen Project and Business Consultants Inc. is the registered company on Public Purchase portal and authorized to resell for Freshworks. General Attachments: County of Hawaii - Case Management RFP .pdf Bid Zip RFP #4548/Kaizen Project & Business Consultants Inc._1027813/County of Hawaii - Case Management RFP .pdfCounty of Hawai - Case Management RFP Preparedfor: THEOFFICEOFTHECORPORATIONCOUNSEL, COUNTYOFHAWAI'I. FreshworksProposal ContactInformation JaimeeBaker,AccountExecutive FreshworksInc. jaimee.baker@freshworks.com A.LetterofTransmittal ToCOUNTYOFHAWAI'I Mahalo! Freshworks Inc. (Freshworks) is delighted to submit this proposal in response to the “PROVIDE, MAINTAIN, AND SUPPORT ANELECTRONICCASEMANAGEMENTSYSTEMFORTHEOFFICEOF THE CORPORATION COUNSEL ”. We have prepared a comprehensive proposal that provides the County with experienced local and global resources with relevant experience to support you in successfully delivering the project. The technical proposal document isintendedtodescribehow wearewell-positionedandqualiﬁedtoprovideservicetoyou. In order to meet your organization-speciﬁc requirements, we recommend our casemanagement offering, Freshservice. With Freshservice, the County can beneﬁt from signiﬁcant improvements in case resolution times and case request handling. This will empower the Oﬃce to better serve itsstakeholderswhileoptimizingresourceutilizationandminimizingdowntime. As the County continues to uphold its commitment to excellence and integrity, partnering with Freshworks represents a strategic investment in the organization's future success. Through this partnership, the Oﬃce is poised to elevate its performance standards as a leader in legal administration.Herearethekeybeneﬁtsweareconﬁdentofdelivering: ● Speed of implementation: Our SaaS approachenablesyoutostartwithaMinimumViable Product(MVP)anditeratetow ardyournewcasemanagementtool’sfuturestate. ● Seamless customer journey withamodern-dayapproach,offeringvarioustouchpointsfor youroperationsthatensureseamlesshand-offs,transitions,andquickerresolution . ● AI/ML capabilities for the end user and theagentwillhelpyougainsigniﬁcanteﬃciencies acrossallfunctionalbusinessoperations. ● Our experienced implementation team will closely collaborate with you and share our globalbestpracticesandproductexpertisetomakeyourimplementationseamless. We conﬁrm that all the elements of the RFP have been reviewed and understood, and the information enclosed in this proposal is true and accurate. We have provided our responses as per the guidelines mentioned in the RFP document (Section 1.7: PROPOSAL SUBMISSION CONTENTSANDFORMAT.).W earelookingforwardtodiscussingthescopeandtermsoftheRFP andgettingdownselectedintheRFPprocess. Warmregards FreshworksInc. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 2 B.TableofContents C.ExecutiveSummary 4 D.CompanyBackground 6 E.TechnicalSpecificationandFunctionalRequirements 11 1.SolutionOverview 11 Workflows 12 Correspondence & Document Tracking 13 Data Integration and Reporting 14 Reporting 15 Dashboards 16 System notifications 17 System Administration 17 2. Mandatory Requirements 19 F.ImplementationandProjectManagement 29 Direct Partnership Model 30 Onboarding: Agile-influenced Methodology 30 Initiate 31 Configure 32 Train 34 Hypercare 34 Customer Success 35 Project Schedule 36 Resources and Engagement Model 37 Freshworks Team Roles 38 The County Team Roles 39 Risks, Assumptions, Constraints and Dependencies 39 RACI Matrix 40 G.SystemReporting,DataMigrationandIntegration 43 H.CostProposal 48 ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 3 C.ExecutiveSummary Freshservice provides an intelligent, right-sized service management solution for modern businesses of all sizes. Freshservice does this by taking a fresh approach to building and delivering modern employee experiences and uniﬁed service management — empowering businesses to achieve eﬃciency, fast time-to-value, and improved employee satisfaction and agent productivity. We understand that each organization has a unique internal service management process. Keeping this in mind, our developmentteamhasdesignedourplatformto be ﬂexible, yet simple, intuitive, and scalable that can ﬁt into any verticalrangingfromITtoLegal services. The platform canbecustomizedtoyourspeciﬁcneedswithoutchangingasinglelineof codeanddeployinganarmyofconsultantstosupportthesame. Freshworks understands the importance of streamlining the case management process in the Oﬃce by upgrading to a robust modern-day solution like Freshservice. Freshservicewillsitatthe core of the legal operations in the Oﬃce and integrate with multiple applications to eﬃciently trackandreportcaseinformation. The biggest challenge when choosing a case management tool is ﬁnding the right balance between the features offered and the features you actually require. Pureplay case management systems are either too clunky, or too expensivefortheirfunctionality.Freshserviceisther ightﬁt for any lean case management team. It is built to drive eﬃciency and effectiveness across various departments for service delivery. It enables you with a modern case management platform that can automate workﬂows,, infuse analytics and Artiﬁcial Intelligence to empower your agents to make better decisions, and deliver a uniﬁed experience to your end users. Freshservice only helps in the easy tracking of cases (which are known as tickets or requests within the platform) butprovidesasingleplaceformanagingthecasefromthetimeitisreported until it is resolved. It can easily integrate with a variety of external systems using its Open API’s and also supports custom apps through its full-stack SDK’s. In fact, Freshworkshasstreamlined itsownlegaloperationsusingFreshservice. Our own story - How Freshworks Legal Department uses Freshservice to support the Organization The in-house legal team of Freshworks advises on various aspects of the business, including mergers and acquisitions, generalcorporatecommercialadvisory,compliance,employmentlaws, litigation, data privacy, trademarks, patents, open source licenses, vendor agreements, terms of service, takedown requests, contracts review and negotiation and administering corporate governancepolicies SLAs of a legal team aren’t ﬂexible and adherence to the agreed upon timeframe becomes necessary to avoid legal conﬂicts. The team needed to have a background on every case to be able to provide resolutions at the quickest possible. Streamlining processes, bringing in transparency,andmanagingandjustifyingtheworkloadontheteamwerethemainrequirements. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 4 Atooltostreamlineandmanagetheend-to-endlegalprocesseswasre quired.Theideawasto ● trackcontractapprovals, ● haveacentralrepositoryofconversationstorefertoincaseofaclaim, ● andmaintaincontinuityintheaudittrail. Freshservice offered these, tracked the performance metrics, generated reports, and had a customizableself-serviceportalforcommonlyraisedlegalqueries. Apart from streamlining the legal process of Freshworks, a centralknowledgereposito rywasset up, which helped in ticket deﬂection. The approval processandsigningweremadesimpler.Initial response time went up, employee interactionwentdown,andadherencetotimelinesboostedthe team'seﬃciency. With our experience in transforming businesses for more than 67,000 customers globally, we have built a ﬂexible yet simple, intuitive, and scalable product. Our IT Service Management platform is designed to be simple and intuitive, making it easy for businesses like yours to take advantage of its powerful capabilities. Our customers have seen tangible results from our platform,includingincreasedeﬃciency,costsavings,andimprovedcustomersatisfaction. We would be happy to supplement our proposal with a product demo session to help further evaluatethisproject. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybo thparties. 5 D.CompanyBackground CompanyHistory Girish Mathrubootham, the current Executive Chairman of Freshworks (formerly Freshdesk), founded the company in2010withtheaimofprovidingcustomersupport softwarethatdeparted from the traditional, clunky, and expensive interfaces. Since then, Freshworks has expanded its product offerings beyond customersupport,withproductscoveringITservicemanagementCR M (marketing automation and sales automation). FreshworksInc.isnowapubliclytradedcompany (Nasdaq: FRSH) headed by Dennis Woodside (CEO and President). You can readmoreaboutour leadershipstructurehere https://www.freshworks.com/company/leadership/. Freshworks Inc. creates business software anyone can use. Modern, intuitive, and easily customizable for IT , customer support, and sales and marketing teams, our AI-boosted products are designed to let everyone work moreeﬃcientlyanddelivermorevalueforimmediatebusiness impact. Headquartered in San Mateo, California, Freshworks operates worldwide to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna,andOﬃceMax. Locations Headquartered in San Mateo, California, we have a dynamic team with over 4900 employees operating from 13 global oﬃces with our headquarters in San Mateo. Our reseller network comprisesover500partnersinover30countries. OurCustomers ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothpartie s. 6 Weempowerover67K+businessesacross120+countries. Listentoourcustomertestimonialsexplainingwhytheyaredelightedwithus: Recognition&Peerreviews Freshworks products have time and again been recognized byglobalbusinessreviewerslikeTop G2Crowd,TrustRadius,andTrustpilot. OurExperience Freshworks has over 67,000 customers, of which over 25,000 of them use Freshservice. Many organizations withinindustriesandverticalssimilartothecountyareusingFreshservice.Someof ourcustomersfromthelegalandgovernmentspaceuseFreshservice. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 7 AdditionalCompanydetails LegalName FreshworksInc. LegalStatus Publiccompany,NASDAQlisted-FRSH,incorporatedinthestate ofDelaware,USA Address(HQ) 2950S.DelawareStreet,Suite201,SanMateoCA94403 Addressofotherlocations Please check the website for the addresses of all the oﬀice locations https://www.freshworks.com/contact/ ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionof Freshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 8 Yearcompanywas Incorporated 2010 Website https://www.freshworks.com/ MainTelephoneNumber +1(855)7476767 CompanyDescription Please refer to the above sections (company history, locations andcustomers)fordetailedinformation AreaofSpecialization Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business soware anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyoneworkmoreeﬀicientlyanddelivermore valueforimmediatebusi nessimpact. DurationofBusiness We have been in business for 13+ years. Freshservice is a SaaS-based case management solution from Freshworks and was launched in the year 2014. Freshservice,sinceitsin ception, has been going through constant enhancements throughminor and major releases. All the rollouts are planned and communicated to customers well in advance throughidentified channels. Freshservice, being a Soware-as-a-Service (SaaS) based product, does not have diﬀerent versions of theproduct, but has diﬀerent plans to choose from depending upon your requirements. PastPerformances The followingcontactablecustomerreferencesindicateourpastexperiencesinimplementingthe proposed solution. The reference information contains customer contact details for verifyingour trackrecordwiththemandhencetheevidenceforthesame: CustomerReference1 ClientName StateofHawaii Industry Government SolutionDescription FreshserviceITSM ©FreshworksInc.2024.Allrightsr eserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 9 CustomerName/Title Pendingrequesttocont act CustomerEmail/Contact* Pendingrequesttocontact CustomerReference2 ClientName CityofEscondido Industry Government SolutionDescription FreshserviceITSM CustomerName/Title Pendingrequesttocontact CustomerEmail/Contact* Pendingrequesttocontact CustomerReference3 ClientName CityofDenton Industry Government SolutionDescription FreshserviceITSM CustomerName/Title Pendingrequesttocontact CustomerEmail/Contact* Pendingrequesttocontact ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterService s Agreement(MSA)signedbybothparties. 10 E.TechnicalSpeciﬁcationandFunctional Requirements 1. SolutionOverview Freshservice provides an Enterprise Service Management (ESM) platform that is built to drive eﬃciency and effectiveness across your Business Teams for service delivery. The platform provides consumer-grade experiences to employees across the enterprise, such as Legal, HR, ﬁnance,facilities,andotherbusinessfunctions.Itprovidesyouwithamoderncasemanagement platform that can automate workﬂows across their different departments, infuse analytics, and Artiﬁcial Intelligence to empower your agents to make better decisions and deliver a uniﬁed experiencetoyouremployees. Freshservice also plays an important roleinfacilitatingtheﬂowofinformationb etweendifferent departments, external suppliers, customers/users, and management. Some of the key beneﬁts thattheplatformprovidesare1. Workspaces: Empower multiple teams to co-exist on a single service management platform. Gain control over work and visibility for each department individually without compromisingonsecurityandautonomy. 2. Support Portal: Offer consumer-grade services with a universal service catalog that allows end users to request for services in a centralized place for any function ranging fromLegal,IT ,HRtoFinance,Facilities,andotherlinesofbusiness. 3. Knowledge base: Create a single repository for all policy and process-relateddocuments to bring consistency across teams, deﬂect queries and empower end userswithupdated informationontheleavepoli cyorreimbursementprocess. 4. Case Management: Enterprise service management allows to auto-assigncases,provide AI-powered responses, and drive cases to resolution in no time. You can also manage multiple Tasksrelatedtoacase,whichcanbecreated,assigned,andmonitoredwithinthe platform. 5. Workﬂow Automation: Automate repetitive manual processes like employeeoffboarding, multi-department approvals, and category-based routing for eﬃcient service desk operations.Buildcustomworkﬂowswiththird-partyorchestrationapplicationslikeG-suite, slack,orAzureAD. Below, we have listed some of the features that will help the county streamline its case managementprocessintheoﬃce. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 11 Workﬂows The Workﬂow Automator feature within Freshservice allows you to automate all the repetitive tasks and manual processes that you perform on a daily basis. This includes processes like assigningcasestotherightagentorteam,routingandfollowinguponapprovals,communi cation with the end user and much more. Freshworks no-code, drag and dropformdesignerallowsyou to set up and automate your processes based on your business rules. There are no limits to the amountofworkﬂowsyoucanbuildwithinFreshservice. Manage routing of cases: The Workﬂow Automator is fully customizable and all the workﬂows and routing options can be completely customized. This can easily be done by creating ﬂowcharts using simple drag-and-drop actions, no coding is required. New ﬁelds and attributes can similarly be added using drag-and-drop functionality. The automation conﬁgured using the Workﬂow Automator will handle allcaseroutingscenarioslikeroutingbasedontheuseremailID, source, department, type of request, requester related information (such as location,designation etc.),customﬁeldvalue,createdtime(businesshoursornon-businesshours)etc. Handle approvals: The Workﬂow Automator will also streamline approval workﬂows by routing approvals to reporting managers, department heads or the designated approver based on the case. Aworkﬂowismadeupofthreecomponents: •Event-deﬁneswhenaworkﬂowhastobetrigge red • Condition - deﬁnes the parameter(s) that needs to be validated during the execution of a workﬂow •Action-Theoutcomeoftheworkﬂow This automation processmakesiteasytosetupahierarchywhereinanappro valforexample,ifa request must be ﬁrst approved by a direct manager, followed by apersoninuppermanagement. Approvals can also be set up to be run in parallel or in sequence, depending on business rules. Notiﬁcations can be sent to approvers, and escalations made if needed to ensurethatnothingis missedandthatSLA’sareadheredto. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 12 Escalation Rule: Your case management team can deﬁne operational hours orcalendarhoursin the SLA policies in Freshservice. Escalation rules can be set on SLA Policies to notify speciﬁc agents when an SLA is violated. One escalation rule can be set for violating the First Response time and up to four escalation rules can be set for violatingcaseresolutiontimedeﬁnedwithina policy. Supervisor Rule: The Supervisor in Freshservice allows youtobringinyourworkﬂowsanddeﬁne speciﬁc actions based on timeandevent-basedtriggersinyourcasemanagers.Youcanperform periodic checks on recent cases, and perform actions like sending reminders and alerts to the required stakeholdersforpendingcasesandforre-escalatingoverduecasestotherightpersonin thecasemanagementteam. Correspondence&DocumentTrack ing Document repository can be maintained in either of the solutions - Freshservice / the existing system (Laserﬁche). We have assumed that The County would require the ﬂexibility to attach documents to each case and request documents from the service portal. Below, we have discussedbothcases 1. DocumentsmaintainedinFreshservice Documents that need to be attached to cases for review can be easily done via the form in the self-service portal, sent via email, or done so manually via agents (or those with the right permissions) in the back end fulﬁlling cases. Documents and versions caneasilybesharedwith the requestor and go back and forth between requesters and those who are fulﬁlling/reviewing the case. In each case, you areeasilyabletoadd,track,andviewalladditionalcomments,and/or correspondence.Itisalsoeasytosetupnotiﬁcationstoensurethatallpartiesareapprisedofany tasksoradditionalinformationtheyneedtoprovideontheca serevieworwhenanymodiﬁcations to the document have been made. Once the case is closed, there is a clear timeline for all correspondence,changes,approvals,documentversions,etc.,withinthecaselog. If desired, all ﬁnal documents or contracts can then be stored in the Freshservice Contract Management module, where you can track all contract-related information such as, but not limited to, contract owner, vendor information and contact, start date, end dates, renewal dates ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFr eshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 13 and any other relevant information needed. The County can easily view all contracts in one locationandeasilys etnotiﬁcationsorremindersforcontractrenewals. Freshservice hasanout-of-the-boxmarketplaceintegrationwithDocuSign,aswellasanopenAPI to connect with contract or document management to support structured, logged changes to a document as a part of anend-userrequestforchangestoacontractorsystematicchangetothe language.Thisintegrationcanbeusedtotrackthedocumenttotherequest. Additionally, documents can be created andenteredinFreshservice.Theplatformempowersyou to create custom documentsthroughadrag-and-dropinterface.Eﬃcientdocumentmanagement helps you stay apprised of and easily plan for renewal or expiry dates of contracts while staying up-to-date and audit-ready at all times. Freshservice Contract Scheduler speeds up the contract management process, helping you to maintain a record of all your contracts with third-party vendorsandmakeinformeddecisions. 2. DocumentsmaintainedinLaserﬁche Freshservice is fundamentally a case management system that also has the capability to integrate with third-party tools, such as Laserﬁche. There is potential to develop a custom application designed to push or pull data from Laserﬁche. This functionality allows end users to eithersubmitrequestsfromtheserviceportalwithattacheddocumentstobestoredinLaserﬁche or to request document access. In the latter scenario, an agent would then retrieve the relevant document from Laserﬁche. The details and extent of this integration will be determined in the discoveryphase. DataIntegrationandReporting Freshservice has Integration capabilities built within the platform to empower the County to support its existing systems within the solution seamlessly. Overall, you can use the following strategiestoaccomplishthis: Standardout-of-the-boxintegrations:Freshworksoffersanextensivemarketplacewithover 1000+out-of-the-boxintegrationsthatcustomersareabletoutilize: https://www.freshworks.com /apps/ REST APIs: Freshservice APIs belong to the REpresentational State Transfer (REST) category. This means thattheycanbeusedtoperform"RESTful"operationslikereading,modifying,adding, ordeletingdatabetweenFreshserviceandexternalApplications. https://api.freshservice.com/ Webhooks: Your support team can integrate with other tools using webhooks. Through webhooks, you can push data to third-party applications securely and reliably. Freshworks also supports a native integration to our help desk and customer success solutions. The platform ©FreshworksInc.2024.A llrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 14 supports two-way sync where you can view support tickets in real-time and empower account managerswithrichcustomerdatawithinFreshservice. Custom Apps: Freshworks provides a full SDK thatyoucanusetodevelopcustomappst hatcan integrate to 3rd party software apps and pull in relevant data in Freshworks. For more involved integrations, we can help you build a custom application with middleware solutions to exchange datawithothersystems. https://developers.freshservice.com/docs/quick-start/ Serverless Apps: The Freshworks app development platform includes a serverless environment to enable you to create apps that run in response to events. You can alsouseserverlessappsto create custom automations, data synchronization, alerts and notiﬁcations, and server method invocation. https://developers.freshservice.com/docs/quick-start/ Reporting The analytics module in Freshservice allows you to generate intuitive reports for your service desk. Using analytics, you can use run-time ﬁlters on curated reports and export them as CSV ﬁles.Wehavemultiplecuratedreportsforyoutochoose,someofwhichare • AgentPerformance • DashboardOverview • HelpdeskataGlance • HelpdeskLoadAnalysis • ServiceRequestReports • SLAViolationsOverview • TasksOverview • TicketsBacklog • UsersOverview In addition to curate reports, you will be able to generate speciﬁed reporting to get a better understandingofthedatawithinFreshservice. . ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFre shworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 15 Dashboards Freshservice's Analytics module lets admins and agents create ad hoc dashboards. These dashboardscanbeeasilyﬁlledwithwidgets(whichcanbedraggedandadded)capturingrelevant insights. The sizes of these widgets, the chart type, ﬁlters, and all related factors can be easily customized from an intuitive interface. These dashboards can be scheduled to reach stakeholders’ inbox in a PDF format in any frequency – daily, weekly, monthly. Thesereportscan also be readily exported to analysis tools like Excel, Power BI, etc. through Freshservice integrationcapabilities. WithFreshserviceReportingandAnalyticsmodule,youcan: Measure case management performance: Drive case management eﬃciency by identifying bottlenecks and keeping track ofkeyperformanceindicators(KPIs)withpre-deﬁnedreports.Stay on top of SLAs by organizing the insights you discover into tailored reports. Easily identify and resolve issues, plan your investments by viewing the real-time data as presentations, and share thereportsbyvariousﬁltersorformatsofy ourchoice. Gain insights into all modules: Leverage reports based on different impacts, groups, types, associations, or even departments to pinpoint areas of improvement and keep a tab of its performance with periodic checks. Make quick, informed decisions with accurate data acrossall modulesintheservicedesk. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 16 Visualize reports for greater visibility: Provide clarity into the data youwanttoseeorpresentby usingthedatavisualizationengine.Withautomaticrecommendationsaswellastheoptiontouse Smartboards to browse interactive visualizations, view or present the analytics you require for greater understanding. Easily break down insights, plan better, and improve your case managementperformance. Systemnotiﬁcations Role-baseduserpermissions/vie ws Freshservice access or Role management enables organizations todeﬁneCustomrolesthatcan be created to control the access based on the person's role. Thisensuresthatonagranularlevel only those with the correct permissions have access or visibility into the areas of the Case Management solution, or processes that are relevant to them based on their function within the organization. Freshservice also supports role-based access controls within the self-service portal.Anenduser can access only the functionalities as per their access privileges as conﬁgured by your admins. Certaindataﬁeldscanberestrictedfrombeingviewedbasedontheloginrole. SystemAdministration WorkﬂowAdministration/Conﬁguration Freshservice offers a no-code, drag and drop workﬂow engine to enable organizations to quickly and easily build workﬂows based on your deﬁned business rules and processes. The system administrator(s) can conﬁgure workﬂows to automate rules to meet the diverse business needs of the County. This could involve creating cases, routing cases,updatingofcaseﬁelds,triggering ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 17 webhooks, routing approvals, sending notiﬁcations, or performing any action based on a given condition/businessrule.Belowwehaveprovidedsamplescreenshotsofademoinstance. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 18 Role-basedUserManagement Freshservice supports role-based access controls and access to the self-service portal is governed by these controls. An agent or end-user is able toaccessonlythefunctionalitiesasper their access privileges as conﬁgured byyouradmins.Youcanconﬁguredifferentlevelsofaccess for different needs. You can assign a particular role to the agents or users belonging to a particular group or department in the organization and also create a resolver group in Freshservice, with this personnelbeingapartofthisgroup.InFreshservice,younolongerhaveto create an agent proﬁle or a role from scratch. You can simply ﬁnd the closest agent or role, hit Clone,andyou'reallset! Outofthebox,thefollowingrolesareavailableinFreshservice: • CaseAgent • Supervisor/Manager • Admin • AccountAdmin CustomRoles In addition to the default roles, custom roles can also be created with appropriate access by modules. Custom roles in Freshservice let you createproﬁlesforagentsanddictatee xactlywhat you want each agent to see, do, and act on in your case management software. You can deﬁne thelevelofaccessthatagentswillhaveoneachrolewithrespectto: • :Cantheagentview,forward,replytoacas e? • Announcements:Cantheagentcreateanannouncement? • Solution:Cantheagentcreateacategoryorpublishasolution? • Reports:Cantheagentgeneratereports? • Admin:Whatlevelofadminaccesswillthisagenthave? 2.MandatoryRequirements A. Document management system compatible with Laserﬁche, Microsoft Windows10and11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transactionmatters. [FreshworksResponse] ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 19 Freshservice is a case management system which canbeintegratedwithanECMlikeLaserﬁche tobringdocuments(litigation,longtermprojects,contractsetc)withinyourhelpdesk. PleaserefertoCorrespondenceandDocumentTrackingformoreinformation B. Case and data conversion compatible with Laserﬁche. If the case management system is also a database, we will need to import or migrate data from Laserﬁche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibilitywithLaserﬁche and also facilitating the exchange of information between the envisioned case management systemandLaserﬁche. [FreshworksResponse] Freshworks provides public documentation of our developer SDKs as well as APIs. Using our powerful, open APIs and SDK capabilities, Freshservice can integrate with a variety of external, third party systems. We can develop a custom application to push / pull information between Freshservice and Laserﬁche. Freshservice's APIs belong to the REpresentational State Transfer (REST) category. This means that they can be used to perform "RESTful" operations such as reading, modifying, adding or deleting data from a service desk. The below links take you to our A-ZdeveloperguideandourcomprehensivelistofAPIendpoints,respectively: *https://developers.freshservice.com/docs/quick-start/ *https://api.freshservice.com/v2/ PleaserefertoCorrespondenceandDocumentTrackingformoreinformation C.Securityfeaturestoprotectconﬁdentialinform ation. [FreshworksResponse] SecureHosting Freshworks is recognized as a market leader in customer and employee engagement solutions. Our helpdesksolution,Freshservice,followsthe“outofthebox”modelandr eliesonconﬁguration, notoncoding,resultinginaneasy-to-useandscalablesolution.Itisamulti-tieredservice-oriented architecture that is designed to be highly scalable, responsive, and fault-tolerant. Freshservice is hosted on Amazon Web Services (AWS), ahighlyresilientarchitecturethatoffersmorescalability when hosting your data in the cloud environment. This allows you to handle at least 20K+ messages with ease. AWS is also exceptional with highly scalable DNS that routes users to the best end-point basedonlatency,geo-proximity,andotherconsiderations.Thisarchitectureisbuilt ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 20 with sturdiness and endurance factors inmindthatensurethehighavailabilityoftheproductand data. The dataretentionperiodsdeletion/exportoptionsarepartoftheTermsofServiceavailable at www.freshworks.com/terms. After a retention period, data will be securely removed from production servers and our encrypted backup. All customer data isstoredandprocessedinAWS data centers. AWS classiﬁed all storage media as conﬁdential and accordingly has a stringent security process to scrub and degauss all its storage media before it is retired or removed from the premises for maintenance. The process is covered as part of AWS's several independent securitycertiﬁcationprocesses. GDPRCompliance Freshworks is committed to providing secure products and services by implementing and adhering to requirements under GDPR,bothasadatacontrollerandprocessor.Freshworkshasa comprehensive GDPR program headed by the legal team with assistance from the information security team, whichissupportedbykeyprivacyprinciples-Accountability,PrivacybyDesignand Default, Data Minimization, and Subject Access Rights. Programs, projects, and processes at Freshworks are aligned to GDPR Privacy Principles right from the inception of an idea orproject, therebysupportingPrivacybyDesignandDefaultprinciples. Freshworks privacy practices, both as a controller and a processor, can be found at https://www.freshworks.com/privacy/. As a processor, Freshworks offers a data processing addendum online to its customers (controllers) at the Freshworks Data Processing Addendum page linked here - https://www.freshworks.com/data-processing-addendum/, as part of the sign-uptermsandconditions. Freshworkshascompletedthef ollowingaspartoftheGDPRimplementation: 1. Dataprivacyimpactassessmentwhileemployingnewtechnologies 2. MaintainingDataProcessingRecords 3. Sub-processordue-diligence 4. Privacy-by-design with product features that also enable our customers to comply with theirobligationsunderGDPR 5. Monitoringandgovernanceprocess 6. Periodicreviewsofpoliciesandproceduresapplicabletodataprotection D.CourtcalendarcasemanagementandintegrationfeatureswithMicrosoftExchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The systemmustalsopermitadministrativeaccessfor supervisors to monitor, track and create reports regarding the status of open work controls andcases. [FreshworksResponse] ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 21 MS Exchange integration : Freshservice has native integrations with MS Exchange 2013 and all subsequent versions including Exchange Online. Freshservice offers integrations with all major email servers including Exchange Server, Oﬃce 365, andGoogleMailServers,andyoucansetup your helpdesk email address inanyrequiredmailserverusingacustommailbox.Approvalemails andnotiﬁcationscanbetriggeredusingtheconﬁguredmailserver. Formoreinformation:https://www.freshworks.com/apps/freshservice/ms_exchange_-_orch/ https://support.freshservice.com/en/support/solutions/ar ticles/50000003250-integrating-with-mi crosoft-oﬃce-365 Oﬃce 365 Calendar : The integration between Freshservice and Oﬃce 365 Calendar allows agents to sync scheduled Tasks in Freshservice with their Oﬃce 365 Calendar account in real-time. This allows them to know what their schedule looks like if service desk activities are addedontopoftheirnon-servicedeskactivities,suchasteammeeting s. In addition, if agents need to meet the requester to resolve anissue,theycanschedulemeetings with requesters at a mutually convenient time from right within the case interface. Freshservice willautomaticallysuggestthebesttimesbasedontheagentandrequester'sschedules. MS Teams integration : Collaboration apps play an integral role in fostering a streamlined platform for teams to work together. Freshservice seamlessly integrates with MicrosoftTeams, making case resolution faster than ever before by bringing your case context right into your collaboration platform. The integration also simpliﬁes the service-request approval process by enabling one-click approvals. You can now bring your conversation from MS Team into Freshserviceandhaveitappendedtoea chcase. The Microsoft Teams integration comes with our Virtual Agent, aka ServiceBot, which can push notiﬁcations to Microsoft Teams about new cases to agents or groups or be used to update or respond to cases. With streamlined updates about cases being piped into Microsoft Teams, agentscancollaborateandrespondtocasesfasterwithouthavingtotogglebetweenwindows. E. Case statistics, tracking and ﬁscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potentialbudgetshortfalls. [FreshworksResponse] Reporting and Analytics inside Freshservice allow you to generate intuitive reports and dashboards for your service desk. The Analyticsmoduleconsistso fwidgets,whichareanalytical charts that display data in aparticularvisualformat(piechart,barchart,bargraph,etc.).Widgets ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 22 measure metrics across variousmodulesthatareavailablewithinthecasesolu tion.Youmayuse pre-builtwidgetsthatcomeoutoftheboxorbuildyourownwidgetsbasedonthemetricsyouare looking to track. You may include multiple visualizations of these widgets and consolidate them intoauniﬁedview. PleaserefertoReportingand Dashboardsinthisdocumentformoreinformation F.Publicrecordsrequestmanagement. [FreshworksResponse] You can create a service request item in your service catalog for end userstoraiserequestsfor Public records. The service catalog comes with dynamic and intuitive forms that lets you customize the ﬁelds. Once an enduserraisesarequest,at icket/caseiscreatedagainstitwithin Freshservice and the case is routed to the right agent / agentgroup.Theagentcanreplybackto the customer from thesameinterfaceattachingthedocumentorlinktoaccessthepu blicrecord. Youcanensurethatonlyloggedinenduserscanraisesuchrequests. G. Secured data storage on-siteandoff-siteoptionsandallassociatedcosts.Ifthisinvolvesa subcontractor and/or third party, please submit a copy of any contract theCountywouldneed toexecuteforsecureddatastoragewithyourproposal. [FreshworksResponse] Over 67,000+ customers across the globe trust us with their datasecurity.Webackourselvesup with robust data security and privacy practices that are integral to our product engineering and service delivery principles. Freshservice platform delivers enterprise-grade security to delight the CountymanagerswithIPanddomainwhitelisting,JWTAuthentication,dataencryption,andother cyber essentials. Following the tenets ofsecuritybydesign,securityisattheheartofbuildingour products,securingyourdata,andprovidinghighresiliency. ApproachtoDataProtection We maintain a history of two kinds of data: applicationlogsfromthe systemandapplicationand customers’ data. All data is stored in Amazon’s state-of-the-art cloud computing platform, AWS. Backups are taken every ﬁve minutes at multiple locations. Application logs are maintainedfora durationofoneyear.Customers’dataisbackedupintwoways: 1. A continuous backupismaintainedindifferentdatacenterstosupportasystemfailoverif it were to occur in the primary data center. Shouldanunlikelycatastropheoccurinoneof thedatacenters,businesseswouldloseonlyﬁveminutesofdata. 2. Dataisbackeduptopersistentstoragedailyandretainedforthelastsevendays. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 23 The data at rest is encrypted using AES 256-bit standards (key strength -1024), with the keys being managed usingAWSKeyManagementService.AlldataintransitisencryptedusingHTTPS with TLS 1.2 standard encryption over a secure socket connectionforallaccountshostedonthe Freshworksdomain. Regular assessments are conducted on such serviceproviderstoensuredataisprocessedfairly, and that data is processed only for the purposes it was collected. Besides evaluating technical requirements, examining data protection measures, compliance with Freshworks’ security requirements, and security audit report review are conducted before onboarding the service provider. Various checks on the service provider’s vulnerability patch management processesfor intrusion protection capabilities in AWS environments are reviewed. Copies of the access management process, third-party vulnerability testing reports, SOC2 reports, ISO 27001, ISO 27701 reports, etcetera, are shared by the service partnerandreviewedbyFreshworks.Provision for breach notiﬁcation in the event of unwarranted data incidents and necessary security measures for data protection and recovery is part of data processing agreements betweensuch service providers and Freshworks. We have top-down governance and security in our DNA that lets us constantly wade through our threat vectors and calibrate to strengthen our security posture.Thatway,wealignwiththechangingbusinessandtechnologylandscape. Freshworks service uptime metric is at 99.8%. The status of the availability can be found at https://updates.freshservice.com/. H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m.,Hawaiʻistandardtime. [FreshworksResponse] Freshworks will be providing complete support for the solution (L1 to L4). Freshworks has a deﬁned service level of support depending on the priority of the request and asetresponsetime is set. The following is the scope of supportservicesthatareingeneralofferedbyFreshworksto its customers. However, the scope of service will primarilydependontheplantheCustomerfalls underatanyparticulartime. Telephone Support (Help Desk): For the applicable Service(s), Customer Contacts may report issues through Telephone calls. Toll-free phone support will be available, in English only, through the Freshworks Support help desk contact numbers as follows: +1 (866) 832-3090 (US), +61 2 81884692(AUS),+44(800)8085790(UK),+91(44)66678040(IND). Email Support: Customer’s authorized personnel may also report issues by email in the English language to support@freshservice.com. Freshworks welcomes Customer feedback and comments and the Customer may forward such information to Freshworks by email to support@freshservice.com. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 24 Chat Support: For the applicable Service(s), Customer Contacts may report issues by chat.Chat support will be available for all Customers across all locations, in English only, through the Freshworkssupporthelpdesk. Remote Assistance via GoToMeeting or similar remote assistance tools: This is available on a case-by-casebasisatpre-scheduledtimes. I. Mobile/Remote accessthatallowseachusertoaccessandworkwithdocume ntsinthecase managementsystem. [FreshworksResponse] The productivity-centricFreshservicemobileapphasbeendesignedkeepinginmindanITagent’s ﬂexibility to stay connected ‘on the go.’ With an industry-ﬁrst modulenamed‘To-Dos,’enablesthe agenttoprioritizetheirdayandseealltheworkstreamsinasinglewindow. To-Do: The home page, also called the To-do page, shows all the items due for the agent, includingtheunassigneditemsandannouncements. Tickets (Cases): This tab in the mobile app shows a list of tickets, which agents can customize through ﬁlters and sort as required. Once you select a ticket, a detailed ticker page will open where agents can edit the ticket properties, respond to the case, close it, merge it, and execute scenarioautomation. Tasks: Agents can view a list of tasks assigned to them. This view can be customized to show ‘Open,’‘In-progress,’or‘Completed’tasksfromthedrop-downoptionsonthescreen. Approvals: Requesters and Agents can approve or request approval directly from the list view. In thecaseofanagent,clickingontheapprovalswilltakethemtothechangerequestpage. Announcements: This shows the list of all announcements added to the system. You can share announcements with agents and end-users. This is particularly helpful for bringing teams up to speedwithnewreleasesandpostingdowntimealerts. Solutions: Users can browse their knowledge base at the touch of a button. Solutions contain a listofallthesolutionarticlesunderafewmajorcategories. Theappisbuilttofocusforbothagentsandend-users/emp loyees. J. Customization features that allow each user to conﬁgure the case management system to theirownspeciﬁcneeds. [FreshworksResponse] ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 25 Freshworks’ modern and intuitive UI requires minimal to no trainingandiscustomizableperyour business needs. The system supports on-the-ﬂy customization. You may extend your brand identity to your support portal by rebranding your portal and customizing the solution to accommodatedatauniquetoyourbusiness. Portal rebranding - With our branding capabilities, youcancustomizethesupportportaltoreﬂect your brand and theme. Freshworks can be easily conﬁgured and customized for brand-themed agent-facing and end user portals. On the end user portal, you can brand your solution by changing the look and feel of your logos, themes, and favicon and perform advanced customization with Liquid, Javascript, and complete CSS customization. You will also have access to browse through our library of plug-and-play Freshthemes to jump-start the process of makingthesupportportalyourown. Case forms - Freshworks empowers organizations to capture the necessary information needed from their end users with case/ticket forms. You can create multiple case forms and let your customerschoosetheappropriateformtosubmitarequest.Theseformscomewithdefaultcase ﬁelds that allow you to collect essentialinformationlikeRequestername,Subject,Status,Source, Type, Priority, Agent, etc. Apartfromthis,youcancreatecustomcaseﬁeldstogatherinformation that is unique to your business. These ﬁelds can be a single/multiple text line, checkbox, dropdown,dependentﬁelds,numberﬁeld,date,etc. Case properties - To understand cases better and manage their behavior within the solution, Freshservice offers case properties. Default properties like case status, priority, category, type, etc., enable you to deﬁne the cases more clearly. With this, you can change a case status, re-categorize it, assign it to someone else,orgenerallyupdateitsproperties-allwhileworkingon it. In addition, you can create customized properties like status, category, type, etc., as per your businessrequirements. Custom Objects - Custom objects empower you to seamlessly set up highly durable automation with minimal checks required from your end. They can be dynamically managed even within a changing environment. An example of a workﬂow wherecustomobjectscanbeextremelyuseful is request management. When you have a list ofhardcodedapprovers,anychangewillaffectthe workﬂowsleadingtoanerroneousprocess. With Custom Objects, you can create crisp workﬂows by referencing a single source of truth to manage all your approvers. With no hardcoded approvers within workﬂows, skip long, cumbersome processes to update your approvers. The County can create a custom object and add object ﬁelds as a drop-down or a lookup to manage the list of approvers. Once created, the objectrecordscanbeusedtocaptureinformationaboutalltheserviceitemsinyourorganization. Thiscustomobjectcannowberefer encedwithinworkﬂowstorouterequestsandapprovals. Reader nodes are used to read and reference information from custom objects into the workﬂows. You can create conditions based on which a record is read into workﬂows from customobjects. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterSer vices Agreement(MSA)signedbybothparties. 26 Formoreinformationonhowcustomobjectscanbehandledinworkﬂows,referto– https://support.freshservice.com/support/solutions/articles/50000003118-using-custom-ob jects -in-workﬂows K. The vendor willneedtoprogram,install,andintegratethecasemanagementsystemforour oﬃceandtrainourstafftofullyutilizeitsfeatures. [FreshworksResponse] Freshworks will employ a dedicated Technical Account Manager (TAM) to help in pre-implementation assessments, requirement discovery, and implementation and training. An Engagement Manager (EM) will be available to coordinate the complete onboarding journey. All theprojectmanagementactivitieswillbetakencareofbytheEM. Post-implementation support is provided by our customer success team. TAM and EM will be part of the initial Hyper care period until our Customer SuccessManager(CSM)understandsthe customer environment. Freshworks customer success team will engage with customers to enable product adoption. A dedicated CSM and support team will engage with the customer to provide any post-implementation support. The CSM will also ensureyougetthemostoutofyour Freshservice instance. This will include conducting Quarterly Business Review (QBR) meetings, objective setting, annual reviews, and proactive feature meetings when new or relevant features arereleased. Belowisasnapshotofwhatyoucanexpectduringpost-implementationsupport: Quarterly Business Review: Work with an assigned dedicated Customer Success Manager to maximizeyourreturnoni nvestmentwithFreshworksproduct. Workﬂow Audit and Recommendations: Proactive engagement from your dedicated technical account manager and customer success manager for periodic health and sanity checks of your incumbent processes. This will help you arrive at best practices for enhanced agent productivity andeﬃciency. New feature education and assistance in adoption: Regular walkthroughs offeatureupdatesand enhancements that are released by the product team every quarter. Through this,yourcustomer success manager and a technical account manager will help you understand the applicability of saidupdatestoyourspeciﬁcuse-case. Workshops and Training Program: After assessing your training needs, the Freshworks implementation team will come up with a trainingplan.Freshworksbelievestrainingisoneofthe key factors to increase adoption of the tool. Training will be customizedbasedonyourhelpdesk ©FreshworksInc.2024.Allrightsreserv ed Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 27 portal (post-Freshservice implementation). All supporting materials andtrainingresourceswillbe availableaspartofthepackage,andtherearenoadditionalcostsassociatedwiththese. Apart from the in-product ﬁrst-time experience suggestion like setting up the support channels and on how to navigate within the tool, we have an abundance of training resources available online to make sure you are getting the help needed throughout your journey with Freshworks. Freshworks Academy has training materials for all types of stakeholders using the tool (Agents, Admins and End-users). Additional support like video tutorials and Knowledge-based solution articlescanalsobeusedbyourcustomerstogettherequiredsolution. Training is often the key to adoption, so we will train the majority of Agents and Admins of Freshservice. These trainingsessionsareapartoftheoverallpackageandtherearenoadditional costsassociatedwiththem. BestPractices:Freshservicepromotesbestpracticesthroughthefollo wingchannels: 1. Training and documentation: We will be conducting comprehensive training sessions for administrators, agents, and end users, and each of these sessions will emphasize the best practices to be followed, thus enhancing their eﬃciency and effectiveness while also boosting adoption. The accompanying documentation will also help them become well-versed with these bestpractices. 2. Post-implementation support: Freshservice will employ a dedicated Technical Account Manager (TAM) and a Customer Success Manager (CSM) for the account. The CSM willengage with you to increase product adoption, promote best practices, and to ensure you get the most out of your Freshservice instance. This includes conducting Quarterly Business Review (QBR) meetings, objective setting, annual reviews, and proactivefeaturemeetingswhenneworrelevant featuresarereleased. Documentation:Ourtrainingprogramwillbeaccompaniedbyfull-ﬂedgedpr oductdocumentation. You will also be able to access online documentation and solution articles at this link: https://support.freshservice.com/support/home. The documentation also consists of easy-to-understandonlinetutorialvideostohelpyouuseFreshservicebetter. L.Licensingandanyassociatedfees [FreshworksResponse] PleaseseethecostproposalsectionorrefertoourPricingpageforlistpricingandp lans. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 28 M.ComputerhardwarerequirementscompatiblewithSection1.6herein. [FreshworksResponse] We recommend users of the Freshworks platform check with their system administrators to ensurethefollowingsystem sandbrowsersareavailable. Operating System RequirementsEnsure that your computers have one of the following operating systemsinstalled: • Windows7.0orHigher • OSXMavericksorHigher We recommend referring to Microsoft or Apple websites on their minimum hardware requirementsfortheoperatingsystemtorunsmoothly. BrowserRequirements• Chrome/Firefox/Safari/Edge:Latest2versions Browser Feature RequirementsDepending on the browser of your choice, you will then have to conﬁgurethefollowingbrowserfeatures: • JavaScriptmustbeenabled. • Cookiesmustbeenabled. • LocalStoragemustbeenabled. • HTTPS-TLSv1.2orHigher.Previousversionshavebeendeprecated. F.ImplementationandProjectManagement We understand that a product is more than justasoftwareoffering,sowecreate daprofessional services team within our Customer Experience organization that allows us to help customers build best-of-class working environments for users. Thus, we can offer the product, knowledge, and experience to operate the software for various use cases and environments to achieve optimal results.Freshworksprovidesaprofessionalservicesteamthathelpsthecustomergather requirements, consult on best practices, conﬁgure the productwiththecustomer,trainresources and assist during thego-live/hypercarephaseintothevaluerealizationphase-.Allteammembers aretrainedandexper ienced,withmorethanﬁveyearsofexperienceintheirrespectiveﬁelds. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededb yaMasterServices Agreement(MSA)signedbybothparties. 29 Our implementation process is designed to be ﬂexible, thorough, andquick.Theproduct'sdesign is intuitive, supports easy customizations, and supports API calls from external systems, which can be done swiftly owing to thorough API documentation. Our enhanced implementation methodology involves a framework-driven approach and core componentstodeliveroutstanding servicescustomizedtoyourtechnicalandfunctionalneeds. DirectPartnershipModel Freshworks offers the County our Direct Partnership Model. The Direct Partnership Model starts with a discovery workshop that aligns project expectations by undertaking ajointprojectkick-off session. The workshops are designed to ensure a total understanding of the business requirements and the speciﬁc requirements of each product. We willalsoascertainwhichresourcesarerequiredto deliver the project to ensure we canprovidetherightskillsets.Freshworksisal soresponsiblefor takingtheminutesoftheseworkshops,whichwillbesharedwiththeclientviacloudtechnology. Onboarding:Agile-inﬂuencedMethodology We use an Agile-aligned methodology for delivery, which also takes in some best practices for project management from thewaterfalldeliverymodel.Thisapproachhelpsusmanagerisksand deliver on time and budget. Additionally, for any software development required in terms of custom app development or 3rd party integrations, we use the Agile-inﬂuenced methodology for the onboarding process. We deliver thescopeoftheprojectintwo-weeksprintc ycles.Atentative sprint outline is prepared to help gauge thetimeline(andthetotalnumberofsprints)tocomplete the onboarding effort. This methodology allows us to focus on the features and requirements most critical to the business and deliver a working and thoroughly tested Freshworks solution. Eachtwo-weeksprintisstructuredasfollows: ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 30 Initiate This phase aims to set a strong foundation for a successful and no-riskgo-live.Majoroutcomes from this phase are gathering all requirements, deﬁning scope and objectives, outlining key ©FreshworksInc.2024.Allrightsres erved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 31 project activities and roles and responsibilities, and training your system administrators and productchampionsontheconﬁgurationprocess. Kick-Off Call: Align customer and Freshworks’ teams to deﬁne project objectives, scope, expectations, and requirements for how your support team will utilize the product. (Primary Ownership:Joint) Requirements and Scoping Workshop: Remote workshop to review business processes, use cases,integrationrequirements,andmigrationneeds.(PrimaryOwnership:Joint) Project Plan: A detailed project plan typically includes tasks, owners,timelinesandmilestones. It will also cover system conﬁguration and infrastructure setup (e.g., mailbox, ﬁrewall, single sign-on). Weekly meetings to keep the onboarding on track by sharing status updates and addressinganyissuesorprojectrisks/blockers.(PrimaryOwnership:Freshworks) System Administrator Training:Administratortrainingforsystemadminandproductchampions. Theadmintrainingwillcovertheconﬁguratio nandmaintenanceofthesystemandwillequipyour teamwiththeknowledgetomaximizethesolution'spotential.(PrimaryOwnership:Freshworks) Conﬁgure Freshservice is easy to conﬁgure, set up, learn and maintain. Wewillfollowahands-onapproach to conﬁguration and help you conﬁgure the required workﬂows basedonourbestpracticesfrom thousands of successful implementations. We willassisttherightsubj ectmatterexpertsonyour side in learning the product while continuing to consult and advise you with conﬁgurations. We will organize joint conﬁguration sessions (onsite)toensurealignmentbetweenourbest practices and your functional/technical requirements. Our Product Specialist will work with your management and adminteamtostrategizehowtheidentiﬁedrequirementscanbeenabledusing theproductfunctionali ty,forexample: ● Dividingtheagentsintoadequategroups ● Designing the ticket/case form(s) to gather useful information while keeping the user experiencesimple ● Bringingcleanandusefuluserdataintotheac counttoimproveagentproductivity ● Creating automation to get therightcasestotherightagentsandreducethemanualeffortof case resolution Data Migration: Freshworks can support the County migration from your existing platform to Freshservice. The platform can facilitate the migration of cases, notes, solution articles, agents, groups,andmore.Youcanhaveaglimpseatthemigrationplanpropos edbyFreshworksbelow. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybot hparties. 32 Conﬁguration: Joint conﬁguration sessions to ensure alignment between best practice and functional/technical requirements Weekly deﬁned sprints between Freshworks onboarding specialistandcustomersystemadministrator(PrimaryOwnership:Joint) Integration Development: Freshworks will work with you to deﬁne the scope of integration and evaluate additional costs involved as applicable. Where custom integrations are required (which are not part of our app marketplace), Freshworks will introduce a system integrator from our partner network to help develop and test. We will assist you with setting up and integrating Freshworks Marketplace apps with your instance. The marketplace offers a wide selection of appsthatcanbeconﬁguredinamatterof minutes. Portal Customization for Freshservice: Our products come with an out-of-the-box portal that provides all the necessary ﬁelds for your users to submit requests directly instead of email,chat or calls. It can be customized further to your speciﬁc branding and usage behavior. This can be accomplishedviaournetworkofpartnersandwillbechargedseparately. Custom Apps and Integration: In case of unavailability of a Marketplace app, we typically either our in-house development teams or one of our trustedSystemIntegrator(SI)partnerstodevelop the app or integration. Our methodology treats third-party apps or integrations as a separate workstream, and it will be pricedseparatelybetweenyou,theSI,andFreshworks.Followingisthe approachweadoptforcusto mappsandintegrations. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybo thparties. 33 Train During the implementation, Freshworks will conduct demosoftheconﬁgurationstodemonstrate implemented functionality. These demos serve as avehicletoensureFreshworksisdeliveredper requirements and correct the implementation where requirements are unmet. Once the conﬁguration of the Freshworks product is complete, User Acceptance Testing (UAT) will be performed. Project plans are shared withthecustomerand/orthecustomer'sprojectmanagerto share and agree on the project's status, including the testing phase. After assessing the training needs of the County, The Freshworks implementation team will develop a training plan. Freshworks believes training is a key factor in increasing the tool's adoption. Training will be customized based on the County’sportal(post-productimplementation).Allsupportingmaterials andtrainingresourceswillbeavailableinthepackage. Apart from the in-product ﬁrst-time experience suggestions like setting up the support channels and navigating within the tool,wehaveabundanttrainingresourcesavailableonlinetoensureour customers get the help needed throughout their journey with Freshworks, right from setting up the tool to being able to excel in managing the tool. Freshworks Academy has training materials for all types of stakeholders using the tool (Agents and Admins). Our customers can also use additional support like video tutorials and Knowledge-based solution articles to get the required solution. We also have an activecommunityforumtoenableourcus tomerstointeractwithother customers and our product team on any feature request, Ideas, or Issues that our product team reviews and provides updates/solutions. Freshworks will conﬁrm the go-live readiness and do a projectwrap-uphand-offwiththerelevantstakeholdersonyourside. Hypercare Once the projectgoeslive,theengagementmanagerandonboardingspecialistwillworkwithyou on platform adoption maximization, conﬁguration optimization, and product support. We’ll also share a satisfactory survey with your team to gather your feedback on the implementation process. The project's assigned Customer Success Manager (CSM) will be involved with the project during the hypercare phase. A handoverintermsofprocessandconﬁgurationknowledge transfer will be done. The two weeks of hypercare will involve the implementation team and the CSM in a warm transfer. After the hypercare period, the CSM will remain the single point of contact. We will also identify a Technical Account Manager for product go-to and have our 24*7 support team available for any day-to-day transactional questions via email and 24*5 support teamonchatandphone. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 34 CustomerSuccess Value Realization - lead by Customer Success: At Freshworks, we understand that your business's evolving needs require us to continuously provide the right level of support and ongoing stakeholder alignment. The Customer Success team at Freshworks is your guide to navigating the post-sale journey with you. Our team of Customer Success Managers (CSMs) clearly focuses on ensuring our customers successfully deliver their business outcomes from their investment. By using proven methodologies to supportthejointdevelopmentandexecution of a Success Plan, your CSM ensures the Customer Success Plan provides the foundation, visibility, and tracking of identiﬁed Key Performance Indicators (KPIs). Your customer success planwillmapyourbusinessbeneﬁtstothesoftwareinvestmentyou’vemade. Your CSM will ensure access to the Freshworks ecosystem – senior management product management, product roadmaps, engineering access, and support from the business units, as required. CSMs at Freshworks want to help simplify the complexity of your world, build on the implementation, drive softwareadoptionandlookforbusiness beneﬁtsalignedwithyourstrategy to exploit the full capability of your investment and measure KPIs that align withidentiﬁedvalue. To ensure you succeed in realizing value from your investment, we work with you to drive transformation across your business, delivering ROI reporting andensuringthatyoursatisfaction with Freshworks improves (as measured by NPS). We use our proven tool kit, which introduces access to industry best practices, tracking the adoption of your software and linking to speciﬁc KPIs. Your CSM resources are seasoned industry leaders with expertise in IT and customer service portfolios. We operate as a value champion for your business, ensuring customer advocacy into Freshworks. We do this by providing a senior trusted advisor as a single point of contact, incentivized by your success, with access to the Freshworks ecosystem to drive the joint development of the success plan and governance. Our CSMs are experienced people: experienced in Freshworks but also in the wider business world. Our role is not to sell you software – we are not a technical resource – our role is to understand and value the challenges andworkwithyoutodocasestiedtobusinessbeneﬁt,mappedtoameasurablevalue. We understand that our customers invest in our products and services because youwanttouse them to help achieve asetofpositiveoutcomes.CustomerSuccessisallabouthelpingyoutodo just that. It’s about being clear on the outcomes you want to achieve and understanding what needs to be done in order to achieve them. It’s about putting mechanisms in place to track progress and identify as early as possible when corrective action is needed, and it’s about accountability: holding your people accountable for staying the course – ensuring value realization and beneﬁts management is part of the normal operating model and culture and holdingFreshworksaccountableforitspar tofthebargain. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparti es. 35 ProjectSchedule The general timeline for a normal implementation with our Freshworks product has varied between 8 to 16 weeks for implementation, depending on the customer's conﬁguration requirements for their help desk platform. The schedule at a high level generally involves the followingstepsandactivities. ● Projectkick-offmeetingwithkeystakeholders ● Gather,ﬁnalize,anddocumentre quirements ● Developaprojectplanbasedontherequirements ● Conﬁguresysteminiterations ● Executeprojectandhaverecurringstatuscheck-inswithmilestones ● Deploymentsystemincludingsystemuseracceptancetestin g ● Training ● Go-Live ● OngoingSupport Detailed timeline and implementation plans for 10-week and 16-week duration are projected below, based on our current understandingoftheRFPanditsrequirements.A revisedplanwillbe provideduponSOWexecutionandpriortoprojectstart. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersed edbyaMasterServices Agreement(MSA)signedbybothparties. 36 ResourcesandEngagementModel Our well-proven direct engagement model is based on helping drive successful outcomes and creating lower ongoing TCO as we drive project delivery with active customer engagement. Our engagement methodology provides not only rich product and domain expertise backed by thousands of successful implementations over the last ten years to ensure a successful launch and beyond. Below is the standard engagement model followed during the course for implementation. We could be happytosharethedetailsofthededicatedresourceatalaterstage ofthedeal. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,u nlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 37 FreshworksTeamRoles EngagementManager ● Day-to-day project management and escalations. Engages on-demand resources to drive projectsuccess. ● Will conduct weekly meetings with key stakeholders and provide weekly updates to executive managementtoensureprojectprogress. ProductSpecialists ● Consults and assists during thebusinessscopinganditsimplementation,thusresponsiblefor thetechnicalsuccessoftheproject ● Experienced in Freshworks products. The Product Specialist will closely work with the client’s ProjectManager,BusinessOwner,andTechnicalProjectLead. SolutionArchitect ● Performshands-onsolutiondesign ● Execute solution architectures and roadmaps to ensure scalability and to meet overall businessrequirements CustomerSuccess ● Assigned customer success manager who helps drive the ongoing post-implementation engagementmodel. ● Also helps provide product feature updates, deﬁnes shared success KPIs, tracks account and customersatisfactionandreviewsonanongoingbasis. ExecutiveSponsor ● Theexecutiveleadershipteamsynergizesthepartnershipw iththeCounty. HeadofServices ● The leadership of the services organization includingpre-salesteams,engagementmanagers, solutionarchitects,andproductspecialists ● Overall responsibility for delivering a seamless experience across various customer engagementcycles. HeadofProductManagement ● Provides guidance to the County and Freshworks’ project teams on the overall product roadmap ● Helps providedirectionforanymission-criticalproductissuesandprovidesinputsifneededon improvingproductvalue ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 38 TheCountyTeamRoles ProjectManager ● Day-to-day relationship management, project management and escalations for the customer. Engageson-demandresourcestodriveprojectsuccess. ● Conduct weekly meetings with key stakeholders and provide weekly updates to executive managementtoensureprojectprogress. TechnicalLead ● Knows and understands the technical landscape of the customer, has access to people/systemstoallowintegration,migration ,andtestingoftools. ● Responsiblefortechnicaldecisionsandcustomersidesetup(e.g.setupSSOorhelpdesk BusinessOwner ● Strong understanding of the customer’s business processes, across departments, strategy, businessgoals,andmetricsnecessaryfortheproject ● POC for decisions on workﬂows, team collaboration, reporting, etc. Can be the PM, ifaboveis given SystemAdministrator ● Conﬁguresandmaintai nsthetoolwiththehelpofFreshworksProductSpecialist ● Willhelptoprepareandexecutetrainingofcustomeragent Risks,Assumptions,ConstraintsandDependencies ForthesuccessfulimplementationofFreshservice inyourenvironment,wehaveassumedthat: 1. The County’s resources will provide guidance, assistance, and clariﬁcations as and when required. 2. Your project manager and/or business analyst-type resources are available to coordinate internalmeetingsonimplementingthesolution. 3. Allsign-offswillbeobtainedthroughemailortelephoneconversations. 4. The CountywillcoordinatewithFreshworkstoensuret hattherearenodelaysfromtheirend, whichwouldhelpFreshworkscompletetheprojectinthetargetedtimeline. 5. The County’s 3rd party applications that need to be integrated have open APIs to integrate withtheCounty. 6. Any app development for the Freshservice platform will gain access the County needs for implementation. 7. When Freshworks isoutsourcingworktoanysubcontractors,Freshworks willremainentirely responsibletoyouforthesubcontractor'swork. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededby aMasterServices Agreement(MSA)signedbybothparties. 39 8. Freshworks is not responsible for any issues experienced in the production environment if you modify ﬁelds or codes associated withanycustomappbuiltbytheCountyorthird-party SI 9. If migration of existing call data is needed, the County will export their existing call data to migratetoFreshservice,includingformattingthedata. 10. If at any point in time,thisprojectiscanceledbeforetheinvoiceispaid,theCountyagreesto pay Freshworks for all work done through to the point of cancellation on a proratedbasisin accordancewiththeinvoiceraisedbyFreshworks. 11. The implementationcostandplanmentionedinthisproposalareindicative.Theyaresubject to change based on results from the detailed scoping calls and workshops conducted prior toandduringimplementation. RACIMatrix The following table describes at a high-level speciﬁc Supplier vs Client responsibilities for our proposed solution through each of the implementation phases. This table will be reﬁned further upontheprojectstarttoidentifyspeciﬁcresourcesandnames. Engagement Phase Activities R (Responsible) A (Accountable) C (Consulted) Project Planningand Management Creatingandmaintainingtheproject plan,andraidlogfroma Freshworks/Productperspective. Supplier Supplier Client Maintainingprojectplanwithi nputson customer'sbusinessneeds,priorities, andorgobjectives.EnsuringTimely completionofdeliverablesandTimely decision-makingonthecustomer's side.ResourceManagement, Assignmentoftasksandownershipto customerresources.Alignmentof stakeholders,Conveningsessionswith internalCustomerstakeholders.Active participationandavailabilityof necessarycustomerstakeholders. Ensuringenablementofnecessary requirementsandlogisticsforthe overallengagementfromcustomer's side,Escalatedelaysandkeyrisks. DrivingChangemanagementwithin Supplier Supplier Client ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 40 customer'sorganization Resourcemanagement,Ass ignmentof tasksandownershiptoInternal Freshworksresources.Alignmentof stakeholders,andcommunication withinFreshworks.Escalatefordelays andkeyrisks. PreparationofStatementofwork (SOW).Ensuringtimelyco mpletionof deliverablesfromFreshworks/product implementationperspective.Answering andprovidingclariﬁcationstothe questionscomingfromwithinthe customer'sorganization Supplier Supplier Client InitiatePhase Ensuringnecessaryrequirementsare capturedfromaproductperspective. Supplier Supplier Client Ensuringnecessaryrequirementsare capturedfromacustomer'sbusiness requirementperspectiv e Supplier Client N/A PresentingFreshworksmethodology, framework,escalationmatrix,proposed governancemodel Supplier Supplier Client Designand Conﬁguration Phase ProvidingInputandsuggestionstothe overalltechnicalsolution,detailing necessaryrequirementsandlogistics fortheconﬁgurationexercisefroma Freshworks/Productimplementation perspective.Understandrequirements, dataﬂow,andlogisticsforinteg ration. ConﬁguringFreshworksproductor suite.Implementingintegrationin development/UAT/Productionfrom Freshworksperspective Supplier Client N/A Settingupconﬁgurationswithinthe customer'senvironment.Fi nalizing technicalrequirementsspeciﬁcation. Implementingintegrationin Supplier Client N/A ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks 'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 41 development/UAT/Productionon customer'senvironment TestingPhase UATandFunctionalTesting-Creating andmaintainingTestpl an,test execution,recordingtestresultsand sign-off Client Client Supplier TrainingPhase - SuperUser andAgent Trainings Identifyingthelistoftopicsneededfor training.Sharingthelistofcanned trainingavailableinthepublicdomain. Conductingtrainings&Preparing trainingsetupforthesetofindividuals identiﬁedassuper-users,key administrators,trainers,andproduct championswithinthecustomer's organization Supplier Supplier N/A Identifyingasetofindividualsas super-users,keyadministrators, trainers,andproductchampionswithin thecustomer'sorganisation.Preparing trainingmaterialsforthelargers etof usersorAgentswithinthecustomer's organization.Conductingtrainingfor thelargersetofusers Client Supplier N/A PostGo-live PhaseHypercare Schedulinggo-live.Nextsteps,fallback planandalignment Supplier Supplier Client Transitionto Support Conveningnecessarystakeholders fromFreshworkssupportteam, customersuccess(asapplicable). Preparingnecessarydocumentationfor Freshworksinternalhandover. ConductingcallswithFreshworks supportteamtoinitiateandcomplete transition Supplier Supplier Client ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionof Freshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 42 G.SystemReporting,DataMigrationandIntegration SystemReporting Backed with powerful reporting capabilities, Freshservice helps you monitor the performance of your service desk. While the standard reports help you assess the basics of performance, the custom reports and analytics run as the core engines for analyzing and visualizing the performance. With custom reports, you can create your own reports according to your needs. Analytics serves asacustomizabledashboardofperfor mance,whereyoucanconstantlymonitor theperformancewithdesiredparameters.Thereportscanalsobescheduledtobesenttoyou(or to your managers). Exporting reports as XLS, CSV , or through APIs is also possible with Freshservice. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 43 ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 44 Ask Freddy: This is an NLP (Natural Language Processing) feature powered by ML (Machine Learning), in Freshservice. Customers can spend more time-consuming reports and less time creatingthem.AskquestionsinplainEnglishandgetanswersintheformofwidgets. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFresh works'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 45 Freshservice has a completely customizable Analytics module that is available for generating reports on your service requests. These reports can be conﬁgured to deﬁne any relevant ﬁlters (including ﬁlters on custom ﬁelds) and cross module associations. Additionally, the admin can also conﬁgure the columns that should be available with every report (including columns for customﬁelds). Usingtheadhocreportingcapabilities,allrelevantcustomreportscanbegenerated. Freshservice's Analytics module lets admins and agents create ad hoc dashboards. These dashboardscanbeeasilyﬁlledwithwidgets(whichcanbedraggedandadded)capturingrelevant insights. The sizes of these widgets, the chart type, ﬁlters and all related factors can be easily customized from an intuitive interface. These dashboards can be scheduled to reach stakeholders’ inbox in a PDF format in any frequency – daily, weekly, monthly. Thesereportscan also bereadilyexportedtoanalysistoolslikeExcel,PowerBIetc.throughFreshserviceintegration capabilities. AfewsamplescreenshotsofFreshw orksAnalyticsreportshavebeendepictedbelow: ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 46 DataMigrationandIntegration We can build a custom application to push and pull data between Freshservice and Laserﬁche. Detailsofthisintegrationwillbediscussedd uringthediscoverystage. . ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signed bybothparties. 47 H.CostProposal For many of our strategic clients, Freshworks provides a standard, 3-year software as a service (SaaS) licensing agreement for the use of Freshservice,recognizedbyapr iceperuserpermonth (PUPM). We are excited to formally partner with the County and have put together pricing for an initial purchase of 38 licenses of Freshservice. The pricing listed below is contingent on a June 2024 agreement date. For each user license, we include ongoing customer supportandsuccess toensurethebestpossibleuserexperience. Commercialdetailsarelistedbelow: YEARLYSUBSCRIPTIONParticulars ListPricepermonth (USD) TotalNumberof Users TotalCostperyear (USD) Proplan $95 38 $43,320 ProPlanw/15% GovDiscount $80.75 38 $36,822 MONTHLYSUBSCRIPTIONParticulars ListPricepermonth (USD) TotalNumberof Users TotalCostperyear (USD) Proplan $115 38 $52,440 Note-Customappdevelopmentwillinvolveseparatechargesﬁnalizedbytheimplementation teamafterunderstandingtheent irescope/requirements.Thetimelinesandcostswillbe communicatedbasedonthecomplexityoftherequirementsatalaterstageduringthe evaluationprocess. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 48 Final pricing will be documented onto a Service Order Form (SOF), which is subject to our standard terms and conditions. Please let us know if there is anything we can do to help assist youthroughouttheremainderofthisprocess.We’reheretohe lp,always.. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 49 Bid Zip RFP #4548/Knovos llc_1008491/TabulationByVendor_RFP#4548_orgId_1008491.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Knovos llc Page of 1 1 General Comments: Knovos is much obliged to comply with the county requirement for an Electronic Case Management system. Awaiting for acknowledgment and further steps of evaluation. General Attachments: Knovos Response to County of Hawaii ECMS #4458.zip Bid Zip RFP #4548/Knovos llc_1008491/Knovos Response to County of Hawaii ECMS #4458.zip Knovos Pricing Proposal.pdf Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System Knovos Pricing Proposal For RFP #4548 – Provide, Maintain, and Support an Electronic Case Management System For The Office of the Corporation Counsel County of Hawaii Submitted by: Harsh Jobanputra | Strategic Accounts Manager Knovos, LLC | 8875 Hidden River Parkway, Suite 300, Tampa FL 33637 (w) www.knovos.com | (m) +1 703 226 1501 (e) HJobanputra@knovos.com | sat@knovos.com Gain Power Over Data Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System Cloud Hosting - Annual Licensing Pricing For clients that prefer greater management of workflows and services within the hosted secure cloud environment i.e. AWS, Azure, etc., we are pleased to offer our Knovos proposed Case Management Solution as a hosted public cloud deployment. In this approach, Knovos solutions will be installed and run on client’s proposed cloud/servers/hardware. All Knovos solutions are scalable, and more server machines can be added if more resources are needed to increase data size. Clients to be responsible for acquiring & maintaining required hardware, OS, MS SQL software, any other third-party software & connectivity. This Fee includes: • Single tenant • No limitation on case creation • Integrated document management and email(ticketing) module • Training (limited hours) • Standard maintenance and upgrades Item Cost Workspace setup, installation, network configuration and consultative rollout services $27,000 (One time) Knovos solution license cost – 50 users $73,000 / Year Technical support $ 165/hour Hosting Actual ______________END_______________ +1-703-226-1500 | www.knovos.com | info@knovos.com Washington, DC | Tampa | New York | London Paris | Gandhinagar | Tokyo Knovos Response_ECMS_County of Hawaii #4458.pdf \ Knovos Response To RFP #4548 – Provide, Maintain, and Support an Electronic Case Management System For The Office of the Corporation Counsel County of Hawaii Submitted by: Harsh Jobanputra | Strategic Accounts Manager Knovos, LLC | 8875 Hidden River Parkway, Suite 300, Tampa FL 33637 (w) www.knovos.com | (m) +1 703 226 1501 (e) HJobanputra@knovos.com | sat@knovos.com Gain Power Over Data Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 1 Table of Contents Cover Letter ............................................................................................................................................ 3 Executive Summary & Experience ............................................................................................................ 4 Supplier Primary Contact Information................................................... ................................................... 6 Organization Structure .......................................................................................................................... .. 8 Brief Understanding & Solution Overview................................................................................................ 9 References ............................................. ............................................................................................... 11 Mandatory Requirements.............................................................................. ........................................ 13 Knovos - Case Management Solution Capabilities .............................................................................. 15 Robust Client Management ........................................................................................................... 16 Holistic and Efficient Case Management ..................................... ....................................................... 16 Comprehensive Job Handling ........................................................................................................ 16 Task Management......................................................................................................................... 17 Time Entry module to Conclude Time Input............... .................................................................... 17 Methodological Billing Panel .................................................................................................. ....... 17 Resource Allocation ...................................................................................................................... 17 Contacts ..................................... ................................................................................................... 18 Massive File Repository ........................................................................ ......................................... 18 Workflow Automation & Management.............................................................................................. 19 Tracking Notifications ........................................................................................................................ 20 Searching .................................................. ........................................................................................ 20 Swift Retrieval of Information with a Search Facility ..................................................... ................. 21 Dynamic Notes Section ...................................................................................................................... 21 Case Monitoring through Dynamic Dashboard .................................................................................. 22 Calendar...................................................................................... ...................................................... 24 Schedule New Tasks ...................................................................................................................... 25 Calendar Invites ............................................................................................................................ 25 Report Generation ................................ ............................................................................................ 25 Dynamic Reporting...................................................................................... .................................. 26 Factual Reporting .......................................................................................................................... 27 Report Advanced Search & Export ................................................................................................. 27 Summarize Admin Console Reports ................................. .............................................................. 27 Time Management ..................................................................................................................... ....... 28 Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 2 Workspace Administration ............................................ .................................................................... 29 User & Group Management ....................................................................................................... ....... 29 User Management ........................................................................................................................ 29 User Groups .................................... .............................................................................................. 30 Auto Deactivate Date and Grant Access for Users ..................................................... .................... 30 Import Bulk Users and Assign Groups ............................................................................................ 31 System Setup Section for Primary Configuration ........................................................................... 31 Template Configuration .................................................................................. ................................... 32 Form Template ............................................................................................................................. 32 Task Templates ............................................................................................................................. 33 Asset Templates ...................................... ...................................................................................... 33 Subscribe to Alerts for Efficient Management ................................................................ ............... 34 Security ............................................................................................................................................. 35 Robust Integrity with User Account Authorization Flow................................................................. 35 OTP Authentication .......................................................................... ............................................. 35 Access Solution using Identity Providers ........................................................................................ 35 Multi-Factor Authentication .......................................................................................................... 36 Account Lockout Policy ..................................... ............................................................................ 36 Vigorous Security through Role-Based Users & Permissions .......................................................... 36 Restrict Data Accessing at the User Level ...................................................................................... 37 Data entry and Audit Controls ................................. ...................................................................... 37 Project Implementation Approach ............................................................................................. ........ 38 Support & Maintenance .................................................................................................................... 39 Knovos Training Plan ........................ ................................................................................................. 40 Resumes .......................................................................................... ...................................................... 41 Data Migration .............................................................................................................................. ........ 43 Pricing ................................................................................................................................................... 43 Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 3 Cover Letter Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 4 Executive Summary & Experience An industry pioneer since our founding in 2002, Knovos empowers leading Government Agencies, law firms, and corporations to manage their data, collaborate securely, optimize workflows, and make more informed decisions. Our team of dedicated developers has created an unparalleled suite of integrated technologies that deliver intelligence across a range of risk management and business processes without the need for plug-ins or complicated data transfers. We see our customers as key partners in the product enhancement process. We listen, and we incorporate feedback and suggestions to ensure our products adapt to our customers’ needs. Together, we have developed powerful and refined solutions that help businesses increase efficiency and gain a deeper understanding of their data. Government/Agencies: Knovos helps federal, state, and local agencies in the U.S. and abroad address core governance and litigation technology issues faced by the public sector. Law Firms: The world’s leading legal experts employ Knovos solutions for a vast array of governance, eDiscovery, project management, and collaboration needs. Corporations: Knovos supplies international businesses with the cutting-edge technologies needed to smartly mine and manage data, ensure compliance, and deliver insights. Knovos has worked with the DOJ, NIH, MTA, National Guard Bureau, National Fish and Wildlife Foundation, DEA, US Attorney Office, Federal Prison System, the Agency for International Development, the Office of Assistance Secretary for Preparedness and Response, the Bureau of Engraving and Printing, and the Library of Congress and many more. Solutions We Provide: • Information Governance • Regulatory Compliance • Electronic Discovery • Project Management • Legal Hold • Arbitration • Collaboration • Performance Planning Industries We Serve: • Healthcare • Pharmaceuticals • Manufacturing • Financial Services • Retail & Hospitality • Technology • Energy • Transportation • Public Sector Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 5 Protecting Your Data, Ensuring Your Privacy Knovos’ comprehensive security infrastructure ensures that client data is highly secure and always protected. As an ISO 9001 and ISO 27001 certified organization, we undergo yearly audits of our information security program. We are also compliant with GDPR and self-certified for the EU-US Privacy Shield. Our multifaceted security infrastructure includes a detailed intrusion monitoring and detection policy, an enterprise-level firewall, and encryption of all data. Each of our solutions boasts numerous authentication options and granular-level security for optimal protection. Locations Knovos Difference Washington D.C. | Tampa | New York | London | Paris | Gandhinagar | Tokyo Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 6 Supplier Primary Contact Information Company Name: Knovos, LLC Organization Entity: LLC (Limited Liability Corporation) Web Address: www.knovos.com Contact Name: Harsh Jobanputra Contact Title: Manager Contact Role: Strategic Accounts Team Street Address: 8875 Hidden River Parkway, Suite 300, Tampa FL 33637 Telephone Number: +1 703 226 1501 Email Address: sat@knovos.com , hjobanputra@knovos.com No. of Employees: 196 Other Office Details: HQ : WASHINGTON, DC 3201 Jermantown Road, Suite 230 Fairfax, Virginia 22030 1-703-226-1500 dc@knovos.com NEW YORK 535 Fifth Avenue, 4th Floor, New York, NY 10017 1-212-884-5914 newyork@knovos.com LONDON Suite 101, 83-85 Baker Street, Marylebone, London, W1U 6AG +44 (0) 203-514-0075 london@knovos.com PARIS Paris Montparnasse 140 Bis Rue de Rennes, 75006 Paris, France +33 (0) 1-70-61-85-90 paris@knovos.com GANDHINAGAR A-501, APPL IT-SEZ K. Raheja Road, Koba Gandhinagar 382009, India +91 635-909-1010 gandhinagar@knovos.com TOKYO 201 FIGARO 5-9-8 Higashi Ikebukuro, Toshima-ku Tokyo 170-0013, Japan +81 3-5843-3940 tokyo@knovos.com Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 7 Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 8 Organization Structure Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 9 Brief Understanding & Solution Overview In today's ever-demanding environment, more and more organizations understand the need for proper planning and execution to deliver faster and better results. To deal with the need to comply with the legal and judicial authorities' standards and rules in a simplified manner, enterprises want a solution that can organize and streamline their work efficiency and profitability. Knovos proposed solution is a cutting-edge solution that meets users' needs to organize, store, execute, and track cases effectively. The solution is a highly customizable solution that delivers continuous process improvement learning from and evolving with existing enterprise processes rather than requiring users to modify their working approach to adapt to the software. By integrating and streamlining workflows, Knovos solution also minimizes duplicative and manual data entry while automatically serving as a comprehensive knowledge repository. By implementing our proposed case management solution, the County can reap larger dividends and benefits in the long run as it increases smooth case collaboration. Our solution ensures that all the processes work seamlessly, providing a holistic and integrated approach. Knovos understands the requirement shared by the client and offers a comprehensive solution that includes the key functionalities such as: Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 10 Successful implementation of our solution can help efficiently manage workflows, tasks, and resources. The proposed Knovos solution contains features such as robust task automation, efficient index-based search capability, robust communication capability, and more to receive a full-spectrum overview. Our solution is framed seamlessly with all the basic entities of a case so that the user can straightforwardly interact with the system. A case initiates with organization’s request, then progresses with producing cases, adding tasks, performing tasks, accounting invoices, configuring billing and payments, accomplishing tasks, and in the end, successfully ending up with all cases. Our solution is designed to meet the ever-changing needs to: • Plan and prioritize electronic case execution flow. • Oversee the case progress and status. • Prioritize tasks. • Automated workflow. • Seamless communication. • Allocate resources. • Generate customized reports. • Case summary and dynamic dashboards. • Time tracking. • Monitor and control case budget. • Document management and file repository. Knovos understands the requirements mentioned by the County in the RFP and offers a solution that helps you to optimize the case organization and execution with the best results. Users implement the solution features to reduce time wastage by utilizing the search and sharing facility. It provides a centralized platform to track time, manage tasks, control budget, manage resources, oversee case progress at a glance, automate workflow and communicate promptly. Our solution allows organizations to align their business priorities and increase clarity and transparency in their daily operations, leading to improved productivity. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 11 References #1 Knovos Reference Customer/Agency Name: U.S. Department of Justice (USAO) Project POC Name: Marc Fulkert Title: Litigation Attorney Email: Marc.Fulkert@usdoj.gov Phone: +1(614)4066971 Period Of Performance 2019 (ongoing) Brief Description: USDOJ required the collaboration among district offices, tracking, and workflow management that were the concerns for them. So, they implemented our solution to integrate and digitalized case management in their entire department within 98 offices. It helped the USDOJ department to control, track, collaborates and empowers in decision making with quality performance. USDOJ employed Knovos solution to consistently track important details along the eDiscovery project life cycle —from data identification to archiving. The data management system provided all the necessary details for the client to appropriately value the good work that went into the case while also including the details to reopen the case if needed. The Knovos proposed case management system was integrated with client offices across all the districts for a faster, accurate, integrated, and emergent technology transformation against the legacy system. Knovos solution improved the response time predictability and seamless integration for more than 12,000 users. With the proposed solution, the client a has now fully automated standardized workflow which can easily help them to monitor, track and SSO enabled system across all district offices. #2 Knovos Reference Customer/Agency Name: White & Case LLP Project POC (name, title, email, phone) Name: Janet Sullivan Title: eDiscovery Counsel and Global Director of Practice Technology Email: janet.sullivan@whitecase.com Phone: +1 973 420 8057 Period Of Performance 2017 (ongoing) Brief Description: The law firm adopted the Knovos proposed solution behind their firewall to support their internal litigation processes, as well as a separate installation for the management and tracking of the case and communications for a very large client from the Fortune 500 list. Knovos solution has empowered the law firm to manage 15-20k litigations, operating at different locations and time zones. It has streamlined collaboration, eradicated the backlog of Emails, and automated the entire Case Management. The communication among various parties has enhanced and the turn-around time to relate a case with any Email communication has been reduced. The client is Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 12 delighted with the proactive, innovative, and productive application. Knovos solution has eliminated the burden of manual searches from multiple sources. This results in a streamlined process and faster resolution time. With a central dashboard that provides graphical representations of information, the law firm could quickly gain insights on multiple lawsuits, such as; Number of Existing Cases, Countries involved, Email Flow by Country, and Breakdown by Claims Alleged. Hence the solution solved the law firm’s challenge to manage the emails and cases into an effective manner. The law firm was able to save the time and cost after the implementation of our proposed solution. #3 Knovos Reference Customer/Agency Name: Baltimore City Law Department Project POC (name, title, email, phone) Name: Krupesh Patel Title: eDiscovery Project Manager Email: Krupesh.Patel@baltimorecity.gov Phone: (301) 704-2399 Period Of Performance 2020 (ongoing) Brief Description: Baltimore County was looking for an eDiscovery platform that can perform processing, reviewing and produce the ESI data into a single platform. They were facing problem in storing the large size data as repository, performing multi-dimensional near duplicate and identify the key phrases to gauge the hot terms for review on the ESI data. The city adopted our proposed single stop solution for all their requirements that provides single interface which allows processing, reviewing, and producing the data without multiple interfaces. With the offered solution, Baltimore city was able to increase their performance and increase the efficiency for each work i.e. on pay-and-use models. Their legacy data build up large in size and storing which was in-turn a capability of ECA. By running full-text searches, determining date range of the data - it was ultimately filtered out to relevant set and promoted to review keeping disqualified data still in-tact. For a large size data, analytics was a key from initiation of the project. Developing a custom reporting service to identify group of near duplicates (i.e., similar files) was a key to identify the Review process to potentially responsive set. On a large-scale data, filtering out relevant data is a key and narrowing down the review pool was indeed helpful in shortlisting key terms using the phrases / terms from key phrase analytics. Knovos also offered technical and case management support, exported their case data into our solution, used our SaaS model and ended up saving considerable amount of money. Thus, Baltimore City found a perfect solution that helped them to overcome from their existing challenges and resolve all of their problems facing efficiently. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 13 Mandatory Requirements 1.0 REQUIREMENTS. Responses A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Yes, based on the custom development of API Knovos solution can be integrated with the Lasefiche document management system. Our solution is compatible with Windows 10 and 11, Exchange/Outlook, Word, Teams, and Adobe Acrobat Reader. B. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and facilitating the exchange of information between the envisioned case management system and Laserfiche. Yes, Knovos can build API based solutions through custom development based checking on technical feasibility analysis. C. Security features to protect confidential information. Yes, Knovos solution does have security features refer to the “Security” section on Pg No. 34 for details. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. Yes, Knovos solution has a Calendar module that aids users in Users can view the case schedule and important upcoming dates in a simple calendar format. The Calendar module enables users to: • View Event Details • View Meeting Details • Respond to Meetings • Configure Calendar Alert Settings • Add Alert on Date Time • Schedule New Tasks and • Schedule New meetings all from one platform Our solution ‘s calendar module can be integrated with Microsoft Outlook to track the meetings and based on rolebased permission the supervisors can monitor and track the reports & status of cases and work. E. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to Yes, Knovos case management solution has a Reporting module. Refer to the “Report generation” section on Pg No. 25 for details. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 14 assess workload, case status, and easily identify potential budget shortfalls. F. Public records request management. Knovos Public records management allows users to manage, and digitize public records, often the requests made by citizens for common documents or records. Knovos automated workflow to route records requests, as soon as the request is raised by a user, they will receive a ticket to fill in their details and record requirements. We also ensure the privacy and security of sensitive information, and documents to prevent disclosing confidential details to citizens. G. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. Knovos Manage offers on-prem, private cloud and public cloud deployment options. Multi-tenancy capability covers various use cases for service providers and corporation departments. It also offers self-service version upgrades. Knovos does not involve any subcontractor or third party for secure data storage. H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. Yes, Knovos has a standard support plan with a dedicated technical support team available 24/7/365 via email and phone, published cheat sheets for specific feature reference I. Mobile/Remote access that allows each user to access and work with documents in the case management system. Yes, Knovos Solution is a web-based application that is compatible & accessible via a mobile browser and allows users to work remotely anytime and anywhere. J. Customization features that allow each user to configure the case management system to their own specific needs. Yes, Knovos Case Management Solution has different functions that can be configured by any user as per the requirement and permission for a specific need such as Labels, templates, Dashboard & others. The application adapts to customer needs using custom form designing, workflow Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 15 design, and customization support at all levels. K. The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully utilize its features. Yes, Knovos solution provides installation & integration of the case management system for the client and its user. Kindly refer to the “Knovos Training Plan” under Knovos Case Management Solution Capabilities. L. Licensing and any associated fees. Knovos Solution is licensable either OnPremises or SaaS. Our pricing is the same in either scenario, but we do pass through the cloud hosting fees at no markup if SaaS is selected. Azure is our default cloud provider for SaaS, but that is flexible. Knovos has the flexibility to host solutions on the client's preferred hosting environment. Refer to the pricing section at the end of the proposal. Knovos - Case Management Solution Capabilities Our proposed case management workflow includes the activities and tasks taken to complete the work phases in a meaningful sequence that allows full collaboration and improved efficiency. Our highly customizable and configurable modules support seamless case processes or workflow, enabling users to: • Monitor Case Progress & Status. • Schedule and Organize Meetings. • Manage organization and Related Entities. • Manage Tasks & Work. • Automated Workflow. • Get transparency with Reports. • Manage Communication. • Time tracking. • Allocate Resources. • Store and Manage Documents. • Administer, Customize, and Configure workspace setup. • Perform Advanced Search, set queries for relevant data, and do much more from a single platform. Case Monitoring keeps a watch on the case progress and is crucial for any organization. Users can supervise the case by monitoring the customizable and real-time Dashboard. The existing case's progress can be observed in graphs and charts, indicating an overview of the current state. Case-related updates can be received as Alerts. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 16 The project is the kernel entity of a case. By creating a project, users can add and associate a Case or Case with the organization. Our system stores the project details with all significant information like project type, location, contact person, business unit, and notes about the case. It has vast storage capacity and preserves the project details with robustness and data security, thus making the system a risk-free platform. Cases are produced per organization’s request and are efficiently managed by employing complex processes in a case management solution. The user can manage the cases in the system by maintaining all related details like associated with project, its locations, business units, contacts, case numbers, case types, and other information for the productivity of a case. Also, case management can hold the information related to the case's primary and secondary manager, notes about the case, users using the system, and related vendor information. The system also allows for importing cases in bulk, managing deadlines of the case, and providing the capability of tracking the entire history of the case, ensuring transparency of past activities. Robust Client Management The Client is the key entity of any case created by the user. Here, the users can add and associate a case or case with the client. The solution provides the environment where all the client details such as client type, client location, Client's contact person, business unit, and location type notes about the case. The solution has its vast storage capacity, preserves the client details with robustness and data security that makes the system a risk-free platform. Knovos solution also offers to add customized fields. Users can leverage their own workflow if they wish to have additional fields other than standard field and store the information. Holistic and Efficient Case Management Cases are produced per client’s requirements that are efficiently managed by employing complex processes in a legal case management solution. The user can manage the cases in the solution by maintaining all related details such as associated clients, client locations, business units, contacts, location types, client case numbers, case types, client types, contact types, and other information for the productivity of a case. This module allows users to select their respective stakeholders of the case. Also, the system allows for importing cases in bulk, managing deadlines of the case, and providing the capability of tracking the entire history of the case, ensuring transparency of past activities. However, fields of these modules are fully customizable, user can add, edit, update, delete and customize the fields based upon the requirement and can store the information in the solution. Comprehensive Job Handling Users can divide a case into multiple jobs for well-organized administration that collectively gains the desired output. A job has attributes such as associated Case, business unit, Client, client location, job status, job notification, and other required details. The purpose of a job module is to categorize categorization of cases among jobs makes it as a modularized solution. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 17 Task Management A job can be further divided into tasks assigned to the users according to their skills and potential. Tasks feature characteristics like task types, task templates, task status, task notification, invoice calculation, and configuration of service items. Accurate governance of all these tasks carries a case in the forward direction. The Task Assignment Flow in the solution is highly customizable. Various flows can be set based on selected options while configuring the task type. For instance, the In-Process tasks can be reset to Created Status. So, if a resource cannot continue working on a task, it can set its Status from In-Process to Created status. The task creator can inquire about the task status from the task performer using the follow-up functionality. Global Field Configuration in the proposed solution is useful for setting Date and Date-Time Fields in a Task Template, which can be achieved by setting a valid Date Expression. If a user wants to set a default value for any field in a specific Task Template, Configure Global Field achieves it in the Task Template. This comes in handy when a system-generated Completion Date is set automatically by the system once a task is initiated. The user cannot manipulate the Completion Date with the help of this feature. Users can manage their tasks assigned to them through the My Tasks module, a user-based section that stores and shows only user-related tasks. Time Entry module to Conclude Time Input Simplify tracking time with legal cases with the Time Entry module. Our solution provides the option to keep a record of the case-related time entries for efficiency and accurate billing from a single platform. Through this module, task performers can record the duration of work, which acknowledges the user about the total time an employee spent on a task, a job, and a case. Time entries are entered under specific groups for precise categorization. The administrator sets the Time Entry Type categories that classify the Time Entries added to the system. They can be grouped and configured with Service Items, Billing Types, and Budget phases for accurate classification that can be accounted for invoicing. Add and manage Time Entry records based on specified official work hours relevant to cases. Bind Service items with Time Entry Types automatically account for Total, After, or Regular Hours. Methodological Billing Panel The cases end up with the configuration of billing and payments. Knovos solution has logical accountancy for calculating bills according to the services provided to clients. Determination of Billing Rates, Rush Rates, Billing Sets, and Rush Types is done at the system level, enabling the users to generate the invoices explicitly. Invoices are propertied with such attributes that calculating, tracking, and maintaining billing details is a painless task for users. Resource Allocation By allocating the best resources for a case, the user ensures work optimization to meet the business productivity goals. Solution provides the Assign Resources capability to meet these needs. Resources can be assigned to clients that are inherited from the relevant Cases, Jobs, and Tasks to manage workload and improve productivity and time management. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 18 Contacts A Contact is a representative of, or a connection to, the client. A contact can relate to the firm, or a concerned person associated with a Case. As a client can have multiple contacts for different locations, Knovos solution provides a Contacts module that enables users to manage contact details, Phone Numbers, Email Addresses, Fax, Postal addresses of the organization, and many more information. Also, users can import the contacts from Active Directory, or import contacts in bulk to the system using the CSV or Excel templates. All the details can be shown in the grid format and the information can be accessed easily. Massive File Repository The application consists of a massive repository that stores the uploaded files by users. Repository operations include uploading, downloading, and editing file details. Important documents and information can be stored here for quick retrieval and safekeeping. Users can readily upload files at different levels, like cases, clients, jobs, and tasks. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 19 Workflow Automation & Management In our proposed solution for workflow management, all the documents approval and management of the workflow take place. By attaching the workflow with your documents, you can send your document to the responsible person and get approval from them. The amazing fact about this feature is your document will only get published if it gets approved; in other cases, only you get to know about the rejection and can start working on the document again. It is called a document approval workflow. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 20 Tracking Notifications The solution provides a robust capability to set and subscribe to a variety of alerts or notifications based on the occurrence of various tasks and as per the workflow in various modules. System Alerts can be set on multiple modules such as project milestone, assets, workspace, records, email management, administration, customization, recurring tasks and many more. The user can subscribe to alerts either by subscribing to system alerts or through email notifications. Knovos solution also provides the capability to set and subscribe to a variety of alerts based on the occurrence of various events in various modules. System Alerts can be set on modules like project, assets, workspace, billing, records, email management, administration, customization, and configuration. You can subscribe to alerts either by subscribing to system alerts or through email notifications. Searching Knovos Solution offers robust searching capabilities that can quickly search through large volumes of records. Users can easily search through various requests/records containing information about individuals that can be easily fetched using some unique key or entity. All database fields and uploaded documents are full text searchable on upload. All the templates under our solution are enhanced with Search segments for fast fetching of data. Operation wizards bind the search tabs with options of hiding and show for low occupancy of space. Search action reduces the efforts spent on data retrieval and increases the speed of task procedures. The solution also provides index-based searching capability to manage them efficiently. Our proposed solution has Advanced Search features to run the query and save query section for selected modules. This allows users to share saved queries among other users. Knovos solution does offers advanced search capability as well. Here, the user can search the action by reducing the efforts spent on data retrieval and increases the speed of task procedures. Knovos solution’s advanced search option allows users to build structured queries to search for specific data quickly. The advanced search builder feature allows users to: • Create specific criteria for the selected entity or module. • Combine the search specification using the Group Operator with AND and OR options for the search template. • Build the search queries on the search template using the provided search options: o Standard Fields o Full-Text Search o Saved Query • Save a query while building the search criteria in the Saved Query section and use it again. • Easily share the saved query or delete the shared query. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 21 All the modules are enhanced with Search segments for fast fetching data. The Advanced Search option has a Saved Query section for selected modules. It allows users to share saved queries with other users, which is beneficial when they share their queries with other users. For instance, users can create a search builder to search for Government client types from the available Clients and execute the search to get results. Swift Retrieval of Information with a Search Facility All the templates under knovos solution are enhanced with Search segments for fast data fetching. Search action reduces the efforts spent on data retrieval and increases the speed of task procedures. With the integration of Metadata Indexing in some modules, the search capability is enhanced using the industry's fastest and most accurate search tools allowing users to search documents based on their text and Metadata. Dynamic Notes Section Users might need a simplified platform to put down case-related notes while working. Knovos solution possesses such a convenient tool that stands as Notes. Users can save the notes and bind them with tags for more in-depth classification and generalization. These notes have an indicator tab to view unread notes and their total count. If a user adds a note, it will be visible to that user under the read notes. It is also permission driven where users can select if they want to publish a general note or a personal note. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 22 Case Monitoring through Dynamic Dashboard Keeping a watch on the case progress is crucial for any organization. Users can supervise the case by monitoring the customizable and real-time dashboard. The existing case's progress can be observed in graphs and charts, indicating an overview of the current state. Case-related updates can be received as Alerts. The Dashboard component keeps the users updated with the required information for measuring and tracking case progress, coming to rapid conclusions with accurate information helpful in future decisionmaking. Through the dashboard that comes up immediately after login, users can monitor the system's current scenario in terms of: • Statistics • Resources • Job Status • Top Revenue Clients • Time Entries • Client Activity • Case Activity • Task Types and much more. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 23 At Knovos, we understand our clients' need to get real-time data analysis that can provide clarity and insights for strategy and decision-making. Our solution's Dashboard module offers ease of use for visually capturing the case progress and is highly customizable using the Widget format. As Dashboards provide a bird's eye view of ongoing cases, monitoring visual reports of the case progress and its associated areas becomes an essential practice. Users can track accountability and efficiency by sharing the details with stakeholders or clients. • Dashboard Access: Administrators can set Add, Edit, and Share permissions for Dashboards to control access. • Dashboard Creation: Users can create new dynamic Dashboards that can be shared or edited by groups or individual users on a permission basis. Dashboard Widgets: Widgets are the building blocks or core components of a Dashboard. Customizable widgets are added to the dashboard to show essential statistics. Users can control the data displayed on the charts with configuration options such as show title, show label, show legends, re-order legends, use a numeric separator, or choose to show total column & total rows values. For example, the ‘Ticket Status by Assigned Resource’ widget shows the total number of tickets assigned to respective resources broken down as per the ticket status. And the ‘Ticket average Time Per Resource’ shows the average time a resource spends on the number of tickets. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 24 Charts are highly customizable and can be generated with basic and advanced options. The advanced option lets users frame the query per their requirement to get desired results. The module also allows for configuring single or multiple complex queries on request from the backend per users’ requirement known as a predefined query. Knovos Solution supports these Widgets for its Dashboard module: o Pie or Bar or Line Chart o Activity- Wise Resource Utilization o Data View: Generates a list of Data views/reports predefined to represent statistical data. o Highlight (Tile): Represents a total count for a particular selected entity. o Stacked or Clustered Bar Chart: Shows the comparisons between categories of data but with the ability to break down and a whole compare part. o Sunburst Chart: Each ring corresponds to a level in the hierarchy—the central circle representing the root node and the hierarchy moving outwards from it. o Tag Cloud: Provides the complete Label Analysis for all entity fields. o Pivot Table: Shows the comparisons between categories of data but in the grid view with sorting, filtering, and pagination. • Dashboard Management: Created dashboards load in the select list and are easily managed by the Admin or Super users using the Manage Dashboard functionality. Users can manage Dashboards to Edit details, Share, Delete, and Set as Default Globally. • Dashboard Sharing Via Export: Easy export of the Dashboard Widget as a PDF file for a single widget or the entire dashboard is provided via download or email. • Load Saved Queries: Apply the filter based on the selected query saved or shared in Advanced Search for all entities in the Dashboard module or the entity level Dashboard. Calendar Maintaining appointments, tasks, and upcoming events becomes nearly impossible for users. Thus automating these processes helps users with a better organization to meet their goals effectively. Knovos solution offers a calendar module for users managing critical dates, appointments, meeting deadlines, and much more. Users can view the case schedule and important upcoming dates in a simple calendar format. Existing records can be filtered based on Event, Event Types, Category, or Entity Types fields. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 25 The Calendar module enables users to: • View Event Details • View Meeting Details • Respond to Meetings • Configure Calendar Alert Settings • Add Alert on Date Time • Schedule New Tasks and • Schedule New meetings all from one platform Schedule New Tasks The Calendar module lets users schedule the Alerts and Tasks for the related dates and automatically updates as the schedules and tasks change. One can edit scheduled alert details, make them active or inactive, or export alert information. Calendar Invites Create a New Meeting invite from the Calendar Module for the Workspace's associated email account. Update the meeting details or cancel it from the calendar view screen itself. As an attendee, users can easily view the meeting details in an Email Viewer Dock for calendar events. Report Generation Overseeing the case scenario is an essential functionality for any organization. Reports help the users to measure progress in every area of the case cycle by providing relevant and accurate information that helps in decision-making. Besides, a summary of operations and entities is also a primary need for accurate Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 26 conclusions. Knovos solution provides a report management component that assists in conducting reports based on significant operations and facets of the system. Reports can be summarized as: • Standard Reports, which are the pre-built reports, provided by Knovos solution for easy access of the information. • Custom Reports are designed for the users only using the data they want to represent. These reports are created for the Users by the database team from the back end. • Dynamic Reports are designed and generated by users only using the data they want to represent. It provides the flexibility to create a report based on requirements. Generate customizable reports on everything from the total number of cases, case status, and resource management to quality control and assurance, enabling detailed workflow analysis for continuous improvement. With the use of the Report component in legal case management: • Data is updated automatically in real-time for report generation. • Save custom reports as templates for future use. • Share reports . • Sort, filter, and group reports. Reports are displayed in the Root folder, access to which is permission-based. Multiple folders can be added in a parent-child relation and edit, and view folder permission can be set while adding a new folder. Dynamic Reporting Dynamic reports, as the name suggests, are highly customizable. It provides the ease of creating reports without seeking the help of custom assistance. The Designer tab facilitates custom report configuration for a base entity by selecting the related entities, attached information fields, Task template fields, Asset fields, and so on from the Fields panel. Hyperlink Text field value can also be configured with actual data. The configuration panel contains the Group by Rows and Columns fields; users can remove columns and apply aggregation on fields, and the Summarize Panel contains the Numerical Type fields. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 27 Simple and easy-to-use tool icons are provided for performing additional reports operations such as Run, Save, Save As, Refresh, Reset Configuration, perform an advanced search, and edit Configuration for a report result. The export option enables users to export the report results details in an Excel or CSV format which can easily be downloaded from the task manager or emailed with the export file once the export process is completed. Factual Reporting To summarize important information, various standard reports are provided per requirements that generate a detailed report account. For instance, the User Login/Logout report generates users' reports of login-logout entries from the Workspace. Similarly, the solution offers other standard reports such as: • Backup Location Report: Summarizes all the Backup locations created on the system. • Billable Report: Represents the Total Work Hours and Total Billable Hours for all the employees. • Case Budget Report: Displays the budgeting of the cases running on the system. • Data Point Report: Derives input based on related Clients, Cases, Jobs, and Tasks through which the Administrator maps with the Task fields on the Task Templates. • Error Log: Generates the error log details in a grid with the checkbox. • Case Activity Report: Derive the activity details for specific Cases based on different periods. • Case Management Report: Report summarizes the information on Case Managers, their work assignment, and their billable work hours. • Quality Report (Time): Report analyzes the time quality of output based on the number of jobs completed on time on Total Jobs. • Quality Report (Work): Report outlines the quality of the Tasks based on the Total QC Tasks and Rejected QC Tasks. • Revenue Report: Summarizes the information on revenue generated from the Clients on their Cases. • Time Analysis: Report provides a summary of time entries. • User Login/Logout Report: Displays the Login and Logout details of the user in the system. Report Advanced Search & Export The Advanced Search facility can be executed on the combined fields configured for custom reports helping users to narrow down their search when they use the search parameters to get the desired results. Data resulting from the executed search can be exported for further reference for tracking purposes. The Export Report(s) option facilitates exporting data for Single or Multiple reports for Custom and Dynamic Report types. Multiple reports selection helps users to generate a detailed report that combines different reports in one file and export it in Excel or CSV format. Standard Report Types details can easily be exported using the Export to Excel option from the respective report screen. Summarize Admin Console Reports User can generate the report for summarizing the system reports of all admin operations and activities with the audit report or view the Admin Console-related error details using the Error Report option. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 28 Time Management Simplify tracking time of legal cases or cases with the Time Entry module. Our solution provides the option to keep a record of any case/case-related time entries for efficiency and accurate billing from a single platform for tracking hours worked on assigned cases or tasks. Through this module, task performers can record the duration of work, which acknowledges the user about the total time a user spent on a case. Time entries are entered under specific groups for precise categorization. The admin user can set the time entry type categories that classify the Time Entries added to the system. They can be grouped and configured with service Items, billing types, and budget phases for accurate classification that can be accounted for invoicing. Add and manage Time Entry records based on specified official work hours relevant to cases. Bind Service items with Time Entry Types to automatically account for Total, After, or Regular Hours. The proposed solution provides a dynamic dashboard that represents the scenario of the system related to all the time entries in graphical form. The classification of time entry is based on its group and type portrayed by charts on the dashboard. The charts show the number of time entries per group and type registered in the system within the selected time including the date filter. Our time management module provides various functionality to view, delete export and search any task or case. It can generate alerts or notifications on any of the required cases. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 29 We cater Advanced Search functionality that provides the search for the Time Entries precisely. In addition, this functionality enables you to search more specific criteria based on Standard Fields, Full-Text Search, and Saved Query. Workspace Administration Knovos solution provides a separate section for administering the functionalities to configure Workspace settings and build the application's basic elements, features, and templates. The administration module provides the ease of: • Administering various functions • Customizing system entities at a fundamental level, and • Configuring the key features of Knovos solution from this section User & Group Management The application eases managing the users of Knovos proposed solution, their user roles, and permissions to ensure data integrity and system safety. Roles and responsibilities of the users are defined during user creation to ensure the smooth functioning of a case. Users can also be categorized into Groups, and Permissions are granted on a need-to-know basis. User Management Users can access Knovos solution’s various modules and functionalities according to their roles and permissions set by the Administrators. All users can manage their feature settings through the “User Profile Settings” module that administrator can configure based on their requirements. These are the primary categories of users in the application. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 30 Super Users: Super Users are the administrator who configures the application's working interface and establishes users, groups, permissions, entities, and elements of significant functionalities. Users / Administrators: A User is an organization employee who can be a case coordinator, manager, supervisor, custodian, or any staff person who can access Knovos solution according to granted module permissions. A user with admin rights is termed an Administrator. They are granted privileges as the Workspace Administrator to configure the Workspace settings and build its essential elements, features, and templates but cannot access admin console settings. Contact Users: Contact Users are representatives of clients and their cases. They can be their assistants, managers, or any other contactable person. The application shows a list of inactivate users with red font in the grid for distinguishing. The deactivated user list also displays in the dashboard list, advanced search, and wherever applicable. Any entity-related operations do not apply to the deactivated user. User Groups Manage the users in groups for seamless collaboration and efficient workflow from all the contributors associated with a case. Groups are created to categorize the Users for security and productivity purposes. Users can be added to different groups and have access to Knovos solution features based on the permission provided to their Group. Groups are assigned module-related Permissions, Task Roles, permissions for Email Accounts, File Types, Time Entry Types, to access Note Tags, etc., for smooth functioning. Group operations like adding, editing, deleting, or resetting group preferences are easily accessible. Auto Deactivate Date and Grant Access for Users Manage users by controlling their activation and deactivation. An Administrator can set a date and time when users can be inactivated automatically. This is helpful when an Admin User wants to deactivate access for other users or Contact users. And if a user becomes deactivated, the Grant Access feature can revoke their rights to access Knovos case management solution. Authorized users can also grant access to Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 31 single or multiple users at once by accepting or denying access from grid operations if the User Authentication Flow is enabled. Import Bulk Users and Assign Groups Knovos solution provides a faster and easy way to add and update users in large quantities in the application, preventing work repetition. Utilize the Import Users from Excel/CSV option to import multiple Users into the system using an Excel spreadsheet or other file saved in CSV format. Sample templates for Excel and CSV file formats can be downloaded from the import records screen. The system has the convenience of Assigning Groups to multiple users from the user's grid at once. The new group(s) assignment overwrites any existing group(s) assigned to the users, saving users the time to make changes manually. System Setup Section for Primary Configuration There is a fully-fledged system setup section in which the administrator can define the outline and behavior of the solution with all the users according to user roles and permissions. Users can administer Office Locations or Business Units, Global File Repository, and Users & Groups to allocate required Permissions from the Administration section. The Customization section lets users customize system entities at a fundamental level, such as Lookups, Labels, Status Comments, Templates, Time Entry Types, Notes Tags, Standard Folder Structure, Billing, Email Settings, Alert Management, and Custom Naming. Users can configure the application's key features with the Configuration section, such as Data Points, Budget Phases, tracker Settings, and other System Settings. Knovos solution provides the option to configure a separate site URL for Workspaces. With this, different site URLs can be configured for different Workspaces. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 32 Template Configuration An integral part of any application is a standard framework that employs layout and design elements for its users. Templates provide users consistency for a common interface, ease of use, and reduced time for repetitive data. The solution provides below template configuration options: • Form Template • Assets Template • Task Template These templates help users tailor each entity module to users' requirements, making it highly customizable. And allows users to design custom controls within the respective modules. Each template has tabs that enable users to create the interface of the form. These forms are integrated with application-level controls as permanent fields The solution allows selecting dates within a specific range in a fixed or custom format. Users can apply restrictions on Date type controls to set the date range as needed at the record level. All the Templates provide these available functions: • Customize Fields • Delete Control • Duplicate Control • Remove Control • Move Control • Set Property details Form Template In the Form Template, Users can design custom controls for Add/Edit windows for the modules such as Clients, Contacts, Cases, Job, Task, Invoice Item, Data Intake, Internal Media, Ticket and User permissions. Here the solution provides full freedom to customize the existing fields or creating new fields and user can design/ configure their own forms based on their requirement along with user permissions. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 33 Task Templates The Task Templates enable users to create Task Templates for all the task types. When managing a case from the client module, various and distinct tasks need to be administered. Task Creator can configure the task based upon their requirement. Asset Templates The Asset Template enables the user to create their own assets, which are dynamic and customizable. It provides the flexibility to attach assets to the existing solution modules to capture various information needed for future reference or tracking purposes. Users can associate one or more entity records with the configured asset by selecting allowing the single assignment or multiple assignments option. Assets can help users to keep records by deciding on a system with relevant information. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 34 Users can create their own templates as per their requirements. These Assets are dynamic and can be customized. The solution has a security level to restrict users from accessing dynamic asset data at the user level. This feature, when enabled, sets a security level for the user that will restrict them from accessing other users’ asset records. Assets can also be imported in bulk and are integrated with Files and Notes support. Subscribe to Alerts for Efficient Management Alerts subscription helps the user to manage, improve communication, and bring about transparency in the workflow more efficiently. Alert notifies the users and allows them to take action based on the alert and their role. At the workspace administration level, Knovos solution provides a robust capability to set and subscribe to alerts based on multiple events in different modules. Users can subscribe to either system calendar alerts, email alerts, or both. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 35 Configure Alerts for events such as Add, Modify, Status Change, Billing Status Change, Delete, Merge Ticket, Ticket Assignment, Response to Need more Details, Task Assignment, Task Follow-Up, and On-Date Time. System Alerts can be set on all the modules of the solution. The Alerts management at the Admin Console level allows users to set the service setting alerts. Users can subscribe for alerts if a service is saved, installed, started, stopped, or uninstalled from the application. Security Robust Integrity with User Account Authorization Flow User Account Authorization Flow ensures that the account must be approved by an authorized user every time a new user is created. With this feature, user account creation is controlled systematically, and unauthorized user account creation is restricted. Moreover, existing users cannot access a newly assigned workspace without an authorized user's approval. The User Authorization Flow applies to all types of users in the system. OTP Authentication OTP Authentication's purpose is that users can log in to the solution only if they provide an OTP generated from the application. With this feature, unauthorized users are restricted from accessing the application. Access Solution using Identity Providers The Solution securely manages the users' identities to work with a Single Sign-On (SSO) to authenticate the users. The solution uses various Identity Providers for authentication, such as: Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 36 • Okta • Big F5 • PingOne • ADFS • OneLogin • Auth0 Deep Link support is also available for authenticated users using a Ping Identity connection. The Relay State attribute in the application fetches the Relay State as a query string on the application's login page. An IdP Username can be added to the system with a username containing: Upper case [A-Z], Lower case [a-z], Numbers [0-9], Dot (.), Dash (-), Underscore (_), At Symbol (@). Multi-Factor Authentication Multifactor authentication in Knovos solution delivers an extra layer of protection for user accounts and significantly diminishes unauthorized access and system breaches. Users can ensure enhanced security using the multifactor authentication method. The additional protection helps users in data theft, reduces risk, and can be adaptable for different use cases. It is an authentication method where users are granted access to the solution only after successfully submitting multiple pieces of evidence. • One is the usual combination of the username/password, and a one-time password (OTP) sent via SMS or Email or generated by an algorithm. • The other way is by using a Third-Party Authenticator. Here, the user must have either Google/Microsoft/Duo Authenticator installed on their smartphones and follow the instructions on their mobile screen. These applications are based on Time-Based-One-Time-Password (TOTP) algorithm. Account Lockout Policy The account lockout policy ensures that the administrator does not need to manually unlock the account on the application if the user account is locked out for exceeding the number of login attempts. The system can automatically unlock users' locked accounts based on the duration. The administrator can set this configuration in the security section of the system settings in the Admin Console based upon their requirements. Vigorous Security through Role-Based Users & Permissions Our proposed solution relies on the efficiency and skills of users. Knovos Solution is a platform where the provision of facets varies according to the role of users in the project life cycle. The administrator can grant permissions of modules among users based on usefulness, requirement, and authenticity. Collectively all these permissions and roles establish an integrated and secureworking environment. Also, access restriction options such as 'Restrict Access to Own Data' and 'Allow Access to Other Data' permit users to choose if they want to give view access to other users. Permissions define access rights to the modules and functionalities of the solution; users inherit these permissions according to their group permissions. Although there are only three distinguished User levels, Users of the same level may have different permissions. User can configure the access for a particular module, functionality, operations under functionalities, features of an operation, visibility of attributes, and the allowed value of an attribute and many more. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 37 Restrict Data Accessing at the User Level Knovos solution has a security level to restrict accessing data at the user level. This feature, when enabled, sets a security check at the user level that will restrict them from accessing other users’ records. It applies only to Users and not Admin or Super users. Data entry and Audit Controls Our solution has a data entry system for task performers to record the duration of work. This system ensures that the user is aware of the total time taken by an employee and spent on a task or project. Time entries are entered under specific groups for precise categorization. Also, the audit system facilitates task with thorough activity tracking and reporting by accessing activity, case activity, notifications, and task types. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 38 Project Implementation Approach Step 1: Get the Current Business Process Details Process Description 1. Identify the stakeholders • Clearly identify different stakeholders in the organization who are the decision-makers and will be involved in the implementation and their responsibilities. 2. Details of current process client is following • Get detailed knowledge about the current processes, business operations, and procedures that will be required to successfully execute the implementation. 3. Statement of the Problem/Issue Client facing • Numerous issues/problems can be faced by client during their daily operations. Know about these real-life issues that can be solved through implementation. 4. Get Details about any system in place • The information must be gathered about any other existing system implemented at the client’s site that needs to be integrated for smooth execution of implementation. 5. Decide the project Scope • Properly define the scope of the project and on what business processes the implementation will be executed. 6. Infrastructure Details • Discuss details about the existing IT Infrastructure. Step 2: Requirement Documents, Formulate Solution Approach and Get Acceptance Process Description 1. Requirement Documents • Based on the output of step 1, the Knovos team will prepare the requirement document incorporating all the particulars discussed in the meetings with the client team. • Further, the Knovos team will revisit all the points in the requirement document with the client team and get acceptance. 2. Prepare Solution Approach Document and Get the Acceptance • Knovos team will formulate the solution approach to be followed. • Explain the solution approach to the client. • Get the acceptance. 3. Fix the Scope of implementation • Finalize the scope of implementation. Step 3: Infrastructure Requirements for System Setup Process Description 1. System Setup • Based on project scope and client requirements Knovos team will share the details about minimum hardware and software requirements for the system setup. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 39 Step 4: Implementation and Configuration Process Description 1. Software installation • Knovos team will verify the required pre-requisites and install the software. 2. System Configuration • Based on the solution approach formulated, The Knovos team will configure the system. 3. Run test with Sample Data (Optional) • Using the sample data, our team will run the test scenarios to check the proper functionality of the software. 4. Assign Privileges • After successful implementation, the team will assign the privileges to the users for access. Step 5: Training and Assistance Process Description 1. Provide Training to Stakeholders. • Knovos team will provide training to the stakeholders for using the application. 2. Hand over Application to the client Team. • Deliver the application to the client team. 3. Solve queries (if any) of the users. • Knovos team will assist in solving the queries related to the software. 4. Receive Feedback. • Knovos team would like to welcome continuous feedback for identifying the areas of customization and improvement. Step 6: Provide Upgradation (Optional) Process Description 1. Provide system Upgradation • As per the contract, enhancements and system updates will be provided. Support & Maintenance Knovos provides multiple resources to facilitate initial on-boarding as well as ongoing technical support to ensure client success. With a dedicated technical support team available 24/7/365 via email and phone, published cheat sheets for specific feature reference, an in-built and searchable technical manual as well as an experienced Professional Services Team, we empower our clients to achieve maximum value from our solution suite. There are no limitations on the case creation which client can leverage. We Our technical support teams are tiered as follows: • Level I Support Team Our Client and Professional Services department is equipped to provide Level I technical support and troubleshooting. Team members within the department are certified Solution Engineers. Level I support team members are the first persons to interface with clients. • Level II & III Support Team Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 40 The Level II & III support teams are drawn from our Operational Users group, who are professionals responsible for assisting with Network Infrastructure, Database Creation & Maintenance, Quality Assurance, and Testing. All issues are tracked with our internal Ticketing System. Information captured in the Ticketing System is used to proactively analyze business, functional, and/or technical improvements for the applications. Our standards for issue resolution are as follows: o All requests will be acknowledged within 30 minutes of receipt. o Depending on the nature of the issue or request, a member from the Client and Professional Services Department will respond back with the estimated time of completion. o Knovos will track and ensure that all high priority issues are given the necessary attention to ensure the quickest response time possible. After a specific time-interval, Knovos conducts a feedback form in which client shares all the experiences related to the resolution, issues, support, custom development support, and many other data points. Knovos team analyses the information shared by the client and implements all the feasible changes into their next development cycle of the product. Knovos Training Plan Knovos offers comprehensive training programs & certifications through Knovos Academy for the proposed solution to the County. We offer on-site, as well as online, classroom training, whichever is more convenient for County. Below are some ways we incorporate training into our contracts to serve the needs of our clients: • Hands-On Training: To provide an overview of how to use our solution, Knovos developed a “101” course that introduces each user to the Knovos proposed solution and all their features through video class-rooms. • On Demand Sessions: Knovos provides deep-dive sessions on topics such as deduplication and advanced search techniques and more to suit your custom requirements. • User & Trainer Certifications: We have certification courses designed by SMEs that can help you build a certified workforce. • Scenario-Based Assignments: Our experts can design and deploy assignments based on your use case, to all the trainees and assess their performance before onboarding them on live projects. • Quick Start Guides: Knovos provides materials and scheduling instructions on our customer intranet sites so any staff member can access and understand what services are available, how to learn more about those services and products, and how to request support. All new users will be provided with the Quick Start guides. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 41 Resumes Resume 1 Name Knovos Employee (Confidential) Designation Solutions Engineer Years of Experience 8+ Years Profile Has strong technical knowledge of Knovos’ product solutions and utilizes his extensive experience as a Systems Engineer to provide a high level of expertise when designing and supporting customized solutions for our client’s needs. Professional Experience • Troubleshoot and resolve issues and problems escalated by clients or internal associates for products / solutions of Knovos. • Review and Conduct quality checks of deliverables to both internal and external users. • Provide expert level support and assistance to various internal and external stakeholders for products, processes, and solutions offered by Knovos. • Fulfill duties for off-shore and on-shore assistance for clientele spread on various locations across the globe. • Prepare to provide application demonstration or training to external clients Recent Work: Performed deployments of Knovos’s software solutions on various types of cloud and on-premises infrastructure. Provided a strong working knowledge of AWS, Azure, VMware, Hyper-V etc. Worked closely with clients to provide them the most efficient and cost-effective solution based on their performance requirements. Recent work includes product installation and support for government agencies. Deployments frequently included design and implementation for government cloud infrastructure. Integration of various IdP SSO flows into Knovos’ applications. Provided support and troubleshooting including writing and running custom SQL scripts based on client requests. Other recent work includes deployment design and installation of multiple Knovos products for an international consultancy firm specializing in data analytics and eDiscovery. Worked with client to fast-track design and deployment due to their client delivery deadlines. Provide post installation support for solutions including technical training and complex analysis of system issues. Education MSc Computer Science - Pace University, New York, NY Resume 2 Name Knovos Employee (Confidential) Designation Director of Product Management Years of experience 16+ Years Education / Qualifications Bachelor of Engineering in Computer Engineering (Aug 2001 to June 2005) L.D. College of Engineering, Gujarat University, Ahmedabad, India Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 42 Professional Experience • Manage the long-term roadmap per product vision, by involving sales, marketing, implementations, and client services groups. • Guides other product leaders (product managers, technical leads, solution engineers), removes roadblocks, leads all product initiatives, and generally oversees the entire product lifecycle. • Identify potential opportunities and use case to be solved and be proactive on it. • Provide recommendations by continually tracking the overall competitions and technological advancements. • Lead requirements gathering by collaborating with customers and crossfunctional teams and articulate requirements into technical documents and user stories as needed. • Prioritize product backlog items by assessing business needs, customer value, and complexity of feature and resources availability. • Track usage metrics data to make decisions on new features development and optimization need. • Respond development questions and clarify requirements. • Define acceptance criteria and desired UX and participate in user acceptance testing before production releases. • Participate in demonstrations of new features to customers or internal teams, gather feedback and update product backlog. • Actively support on premise/cloud deployments and POCs of solutions to clients. • Go-to person when issues or challenges arise and know how to quickly identify root causes, provide solutions, and communicate clear explanations. Resume 3 Name Knovos Employee (Confidential) Designation Director | Customer Success Group Years of experience 7+ Years Education / Qualifications Christopher Newport University Experience He is a Director of Customer Success Group for Knovos. He brings extensive experience delivering tailored legal technology solutions for eDiscovery, Legal Case Management, and Information Governance. Connor has specialized knowledge working with AmLaw100 Firms, U.S. Federal Government Agencies, and State/Local Governments, to analyze real-world business problems and implement Knovos technology solutions. He has a charming and calming personality that compliments his business acumen. We thrive because of his extensive experience serving varied domain clients and the enthusiasm he brings to the table. Privileged and Confidential – Not for Distribution RFP #4458 – County of Hawaii Electronic Case Management System 43 Data Migration Our data migration process begins with a comprehensive assessment of your current data architecture. We propose a phased approach, leveraging industry leading tools for extraction, transformation, and loading. Our team will work closely with you to define mapping rules and ensure data integrity throughout the migration. Rigorous validation and testing procedures will be conducted at each stage to minimize disruptions and ensure a seamless transition. We have successfully migrated email data from various solutions, leveraging a utility for seamless migration. This allowed for the import of commonly used platform’s data through an SQL migration script, expertly associating email data with relevant matters via linking data points using the SQL script. Additionally, Knovos has developed scripts to import the data from various solutions and Excel tracking sheets into Knovos solution, eliminating the need for manual activity and ensuring a smooth and efficient transition. These scripts carefully map various data points to the structure of Knovos solution. As a result, our clients can easily transfer their existing data into the Knovos system, streamlining their workflow and improving overall efficiency. Pricing Kindly refer to the “Knovos Pricing Proposal” attached as a supporting document. ______________END_______________ +1-703-226-1500 | www.knovos.com | info@knovos.com Washington, DC | Tampa | New York | London Paris | Gandhinagar | Tokyo Bid Zip RFP #4548/Legal Files Software, Inc._198294/TabulationByVendor_RFP#4548_orgId_198294.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Legal Files Software, Inc. Page of 1 1 General Comments: General Attachments: Legal Files Response to RFP 4548 for Hawaii County.pdf Legal Files Response to RFP 4548 for Hawaii County_Redacted.pdf Bid Zip RFP #4548/Legal Files Software, Inc._198294/Legal Files Response to RFP 4548 for Hawaii County.pdf Proposal of Legal Files Software, Inc. in Response to RFP 4584 to Provide, Maintain & Support an Electronic Case Management System for the Office of Corporation Counsel, County of Hawai`i Due Date: May 6, 2024, 4 p.m. HST Submitted by: Gordon Hack Legal Files Software, Inc. 801 S. Durkin Dr., Springfield, IL 62704 (800) 500-0537 x 247 Gordon.Hack@LegalFiles.com Table of Contents Executive Summary .................................................................................................................................. 1 Company Background .............................................................................................................................. 6 1. Experience and Organizational Capacity ........................... ................................................................ 6 2. Past Performance (References) ................................................................................................... ....... 8 Technical Specifications and Functional Requirements ....................................................................... 9 Technical Specifications ..................................... .................................................................................. 9 Functional Requirements .......................................................................................... ......................... 15 Implementation, Project Management, Training and Ongoing Support .......................................... 39 System Reporting, Data Migration and Integration ............................................................................ 55 Cost Proposal ........................................................................................................ ................................... 55 Legal Files Standard License Agreement (EULA) and Exceptions ................................................... 57 1 Office of the Corporation Counsel, County of Hawai`i Executive Summary Legal Files Qualifications, Experience and Commitment Legal Files began serving the legal community in the mid-1980s after we recognized the need for a fast and efficient way to provide up-to-date information on cases/matters to users regardless of their location. Legal Files Software, Inc. was formally incorporated in the State of Illinois in 1990. Legal Files is a privately owned corporation and ownership has remained constant since the company’s founding. Legal Files’ corporate headquarters in Springfield, Illinois, houses the executive offices, sales and marketing departments, technical development and the support/training staff. Legal Files Software, Inc. has 40 employees, and all are full-time employees. The Legal Files solution is the company’s only product and, as such, the company can devote 100 percent of its energy and resources to the application. In addition, since Legal Files Software, Inc. is not a subsidiary of another, larger organization with unrelated lines of business, the company is able to provide a true partnership with its customers that results in a level of customer service that is truly unique in the legal software industry. Presently, our application boasts tens of thousands of active users spanning more than 1,000 distinct locations across the United States and Canada. At Legal Files Software, Inc., a dedicated team of professionals is always at your service. We employ a full-time staff of professionals who have responsibility for implementing the Legal Files solution for our customers. All are based in the company’s headquarters office in Illinois. Comprising skilled project managers, data conversion specialists, system interface developers and trainers, each team member is an expert in their field. Their collective mission? To ensure every implementation is a resounding success. When you choose Legal Files Software, Inc., you're not just getting a service—you're entering into a partnership focused on your needs. The team assigned to your project is entirely customer-oriented, ready to provide you with expert guidance and tailored assistance. Moreover, you can rest assured knowing you're in capable hands, offering you the confidence and peace of mind you deserve. It's not just about software—it's about a relationship you can rely on. Legal Files Software, Inc. has successfully implemented fully integrated solutions for 1,000+ installations around the world, and has been responsible for personally implementing every customer from our smallest to the largest during the company’s 30+ years in business. Our experience in implementing Legal Files in various organizations such as yours over the past several years has taught us that the process of determining business requirements and configuring the software works best when it is a collaborative effort. Our project managers and trainers will educate your staff on how the software works and what it is capable of, and will guide you through important decision points necessary to configure the software to best meet the specific needs of the Department. This approach decreases the number of meetings compared to the more traditional approach of detailed requirements gathering and design information separately, and allows for more rapid feedback and review, while the information is fresh in users’ minds. Our service offerings reflect the COTS nature of the Legal Files case and document management system, and positively impact our approach to project implementations. The most significant feature of our services approach is simplicity. The extensive time and expense requirements typically encountered with implementing a custom-built application simply are not necessary when you select Legal Files as your case management system. However, we do believe every client requires a customized approach to 2 Office of the Corporation Counsel, County of Hawai`i implementation. Customers have their own unique business requirements, technical environment, data sources, interfaces, training needs, and solution expectations that all must be taken into consideration in order to successfully implement Legal Files. Legal Files Software, Inc. is a leading provider of case management software solutions, with more than 30 years of experience in the field. We are honored to count among our customers government agencies at all levels, including federal, state, county and local agencies, as well as native sovereign nations. Legal Files has been implemented in hundreds of government sector clients, including: ✰ Alberta Municipal Government Board ✰ Arizona Attorney General ✰ Arkansas Secretary of State ✰ Bernalillo County Attorney's Office ✰ Bradley County, Tennessee ✰ Charles County, Maryland ✰ City of Alexandria ✰ City of Arlington, Texas ✰ City of Atlanta ✰ City of Brampton ✰ City of Casa Grande ✰ City of Colorado Springs ✰ City of Englewood ✰ City of Leduc ✰ City of Memphis ✰ City of Napa ✰ City of Pasadena ✰ City of Pensacola ✰ City of Raleigh ✰ City of Regina ✰ City of St. Paul ✰ City of San Angelo ✰ City of St. John’s ✰ City of SeaTac ✰ City of Suffolk ✰ City of Tampa ✰ City of Tempe ✰ City of Thousand Oaks ✰ City of Tucson ✰ City of Tuscaloosa ✰ City of Vallejo ✰ City of West Allis ✰ City of West Palm Beach ✰ Cook County Sheriff’s Office ✰ Connecticut Office of the Child Advocate ✰ Connecticut Office of the Healthcare Advocate ✰ Dallas Area Rapid Transit-DART ✰ Dallas County District Attorney’s Office ✰ Dane County Corporation Counsel ✰ Florida Department of Health ✰ Florida Department of Highway Safety and Motor Vehicles ✰ Florida Attorney General ✰ Government of Yukon Department of Justice ✰ Halifax Regional Municipality ✰ Illinois Office of the State Appellate Defender ✰ Jackson County, Missouri ✰ Housing Authority of New Orleans ✰ King County Hearing Examiner ✰ Kentucky Lottery Corporation ✰ Legal Services Branch Ministry of the Attorney General for British Columbia ✰ Louisiana Department of Justice ✰ Kauai County Attorney’s Office, HI ✰ King County Prosecutors Office-Civil Division ✰ Maryland Department of Labor Licensing & Regulation ✰ Maui County, HI ✰ Metro Water Reclamation District of Greater Chicagoland ✰ Michigan Attorney General ✰ Minnesota Department of Transportation 3 Office of the Corporation Counsel, County of Hawai`i ✰ NASA-Office of General Counsel ✰ New Hampshire Department of Health & Human Services ✰ New Hampshire Board of Tax & Land Appeals ✰ New Hampshire Department of Revenue Administration ✰ New Jersey Administrative Office of the Courts ✰ New Jersey State Police ✰ North Carolina Secretary of State - Securities Division ✰ Ontario Attorney General - OIPRD Unit ✰ Ohio Lottery ✰ Oklahoma Department of Corrections ✰ Orange County-Office of Independent Review ✰ Pinal County Attorney’s Office ✰ Regional Municipality of Durham ✰ Regional Municipality of Peel ✰ Richmond City Attorney's Office ✰ San Diego Sheriff’s Department ✰ South Carolina Dept of Health and Human Services ✰ Southeastern PA Transportation Authority ✰ South Florida Water Management District ✰ St. Croix County, WI ✰ Texas Department of Licensing & Regulation ✰ Texas Commission on Environmental Quality ✰ Town of North Hempstead (New York) ✰ U.S. Commodity Futures Trading Commission ✰ U.S. Dept. of Energy Hearings and Appeals ✰ USDA Office of Inspector General ✰ U.S. Navy Recruiting Command ✰ U.S Patent & Trademark Office ✰ U.S Securities and Exchange Commission-OIG ✰ Utah Attorney General ✰ Wake County Attorney’s Office, NC ✰ Washington DC Suburban Sanitary Commission ✰ Weld County Colorado ✰ West Virginia Department of EPA ✰ Westchester County, NY ✰ WorkSafeBC Understanding of County Objectives & Minimum Requirements According to our analysis of the RFP documents, the County's objectives and minimum requirements for its electronic case management system project are focused on enhancing productivity, efficiency and seamless integration within the organization, including: Objective 1: Increasing Work Productivity and Efficiency The project’s primary goal is to implement a case management system that streamlines workflows, reduces manual tasks and enhances overall efficiency. By leveraging Legal Files technology, the County would optimize its operations, leading to improved productivity and meeting, if not surpassing, this goal. Objective 2: System Implementation and Staff Training Legal Files Software, Inc. offers the experience and capabilities to successfully implement, install and help integrate your new Legal Files system into your existing environment. Additionally, we offer inhouse, full-time trainers who will be responsible for providing end user, administrative user and, if 4 Office of the Corporation Counsel, County of Hawai`i needed, technical training. Legal Files trainers have a long, proven history of training users at all levels of computer efficiency and achieving an extremely high adoption rate. A formal and customized training plan, developed in concert with the entire project team, will ensure a smooth transition to your new Legal Files system. Legal Files training department also offers yearly “New Features Training” to ensure that your staff members stay up to date. After implementation, training for new users may be scheduled at your convenience. Objective 3: Interdepartmental Collaboration Throughout the project, Legal Files Software, Inc. will work with you as your partner, collaborating with all relevant County departments, including Information Technology. This collaboration will be part of the process that ensures that your new Legal Files system meets the County’s requirements and protects the County’s investment in other technology in place. Attending regularly scheduled project meetings and providing full and open communication will be required to ensure the success of your Legal Files implementation. Solution Overview Legal Files delivers the unified desktop you desire, managing data, documents, email and all activity, plus the management tools to better manage matters and staff within the organization. Offering a userfriendly interface, Legal Files provides views that are “definable dashboards,” both at the user level (through Manage My Day) and at the file/matter level (through Manage My File). When a user first logs into Legal Files, the Manage My Day window displays a list of the user’s specific tasks, appointments, notifications, etc. From here, a user can access his or her detailed calendar, task list, documents and notes (all the Action items) by selecting the appropriate icon. A powerful feature of Manage My Day is the automatic notification system, which is called Heads Up. Legal Files allows repeat notification of due dates or tasks through Heads Up. Heads Up messaging automatically notifies users of calendar items, to do’s, past to-do’s, reminders, email, phone messages, documents, notes and mail messages on one screen, so important information yet to be resolved is quickly brought to their attention. Legal Files is centered on “Manage My File,” which is a home page/dashboard for a specific case/file that provides quick access to data, communications, documents, activities and deadlines all from one screen. “Manage My Day” is a home page/dashboard for a specific user that provides quick reference to files/cases, notifications/reminders and user activity all from one screen. Both home pages use a navigation menu and vertical icons containing hyperlinks to the desired information. Legal Files provides one central location for all information related to each file, regardless of the type of file (investigation, litigation, contract, project, etc.). Your Legal Files database has a place for everything, and everything is stored in one place. That means one central location for all information related to each file or document, including contacts, email and attachments, any types of image files plus notes, alerts, and reminders. The multiple data relationships built into Legal Files means there is no redundant data entry. Legal Files brings a true team concept to knowledge and file management, sharing and integrating the varied responsibilities and work products of all staff members. Legal Files works the way you work, storing an unlimited amount of information for an unlimited number of files and walking you through every aspect of file development. Legal Files is fully customizable, and you can determine the look and language that is meaningful to your organization, or a particular department or location. From the initial entry of a new file to the final disposition, Legal Files includes the ability to define and 5 Office of the Corporation Counsel, County of Hawai`i assign an unlimited number of customer-definable “file statuses.” The phase or status can indicate the priority of a particular file/matter, and the status can be used to trigger the workflow surrounding the file including the specific activities and timeframes in which the activities must be completed. By also providing a central place for all file information including tasks and documents, Legal Files provides an entire history of every activity, document and assignment at your fingertips. Legal Files includes an auto-number generator that automatically assigns file numbers based on system defined rules. In addition, files can be grouped or related to one another to easily manage multiple files simultaneously. 6 Office of the Corporation Counsel, County of Hawai`i Company Background 1. Experience and Organizational Capacity i. Proposers shall provide the company name, business address, including headquarters and all local offices, and telephone numbers. Proposer shall provide the company web address. Legal Files response: Legal Files Software’s headquarters in located in Springfield, IL. Legal Files Software, Inc. 801 S Durkin Drive Springfield, IL 62704 (217) 726-6000 (800) 500-0537 (217) 726-7777 (fax) www.LegalFiles.com ii. Proposers shall provide a description of the Proposer's organization, including names of principals, number of employees, client base, areas of specialization and expertise, and any other information that will assist the Evaluation Committee in formulating an opinion about the stability and strength of the organization. Legal Files response: Legal Files Software, Inc. has 40 employees, and all are full-time employees. The Legal Files solution is the company’s only product and, as such, the company can devote 100 percent of its energy and resources to the application. In addition, since Legal Files Software, Inc. is not a subsidiary of another, larger organization with unrelated lines of business, the company is able to provide a true partnership with its customers that results in a level of customer service that is truly unique in the legal software industry. Presently, our application boasts tens of thousands of active users spanning more than 1,000 distinct locations across the United States and Canada. iii. Proposers shall provide the name of the jurisdiction in which the Proposer is organized and the date of such organization. Legal Files response: Legal Files Software, Inc. was incorporated in the State of Illinois in 1990. iv. Proposers shall provide a description of the depth of their experience implementing, installing and supporting the proposed solution and an outline of the services they provide as part of this solution with a focus on systems installed for governmental entities similar in size to the County. Legal Files response: At Legal Files Software, Inc., a dedicated team of professionals is always at your service. We employ a full-time staff of professionals who have responsibility for implementing the Legal Files solution for our customers. All are based in the company’s headquarters office in Illinois. Comprising skilled project managers, data conversion specialists, system interface developers and trainers, each team member is an expert in their field. Their collective mission? To ensure every implementation is a resounding success. When you choose Legal Files Software, Inc., you're not just getting a service—you're entering into a partnership focused on your needs. The team assigned to your project is entirely customer-oriented, 7 Office of the Corporation Counsel, County of Hawai`i ready to provide you with expert guidance and tailored assistance. Moreover, you can rest assured knowing you're in capable hands, offering you the confidence and peace of mind you deserve. It's not just about software—it's about a relationship you can rely on. Legal Files Software, Inc. has successfully implemented fully integrated solutions for 1,000+ installations around the world, and has been responsible for personally implementing every customer from our smallest to the largest during the company’s 30+ years in business. Legal Files response: Legal Files Software, Inc. does not use subcontractors. Full-time employees of the company will complete all services. Additionally, Legal Files Software is not a reseller of any thirdparty software or hardware. Legal Files Software is part of the Microsoft Developer Network, the quintessential organization for developers who wish to stay current with Microsoft technologies and development trends, Legal Files Software, Inc. is also an IBM Business Partner and, by invitation, participates in Intel’s Mobilized Solutions Program. i. Proposers shall indicate the number of certified local equipment technicians or technical personnel that substantially and directly enhances the Proposer’s ability to perform the proposed scope of work. Legal Files response: As previously mentioned, Legal Files Software, Inc. does not use subcontractors. Full-time employees of the company will complete all services. ii. Proposers shall provide a description that addresses how long the proposed solution has been in the marketplace, and how often the Proposer releases upgrades. Legal Files response: Legal Files Software, Inc. has been serving the legal community since 1990. Legal Files is a mature application; however, as with any software program, no amount of product testing and quality assurance will catch every software “bug.” As a result, Legal Files releases periodic software fixes to address issues that are discovered by internal staff or reported through the help desk. These fixes are distributed to all customers as part of the maintenance program, and at no additional charge. In addition, Legal Files continuously adds functionality to the application to provide the latest in technological advances and fulfill requests from our customers. All requests for enhancements are prioritized based upon the potential benefit to the largest number of customers. Once prioritized, the requests are given to the development staff where a development plan and schedule is established. Legal Files averages one major release each year and one to two minor releases. The current version is 12.2. We expect version 13 to be released in the summer/fall of 2024. All releases are part of the maintenance and support program. 8 Office of the Corporation Counsel, County of Hawai`i 2. Past Performance (References) Mr. Justin R. Adin, Associate County Attorney Westchester County Department of Law 148 Martine Avenue, White Plains, NY 10601 (914) 995-2893 jra3@westchestergov.com Customer since February of 2019 Number of users: 89 Brief Summary of Project Services: In addition to software licenses, Legal Files Software, Inc. provided administrative training and configuration assistance; project management; and end user training. Legal Files’ in-house development team also provided custom programming for multiple data conversions, including a conversion for the department’s legacy system, Law Manager. The County is currently on our maintenance and support program. Dane County Corporation Counsel Ms. Melinda Pierson, Legal Office Supervisor Dane County Corporation Counsel 210 Martin Luther King Jr. Blvd., Room 419, Madison, WI 53703 (608) 266-4427 pierson.melinda@countyofdane.com Customer since December of 2013 Number of users: 29 Brief Summary of Project Services: In addition to the licensing of its software, Legal Files Software, Inc. also provided licensing for its iPad/iPhone Application, and the following services: Project Management, Implementation Assistance, Training, and Maintenance & Support. The County is currently on our maintenance and support program. Tucson City Attorney’s Office Ms. Carrie Fairchild, Management Coordinator City of Tucson, City Attorney's Office 255 W. Alameda, 7th Floor Tucson, AZ 85701 (520) 791-4221 Carrie.Fairchild@tucsonaz.gov Customer since November of 2011 Number of users: 34 Brief Summary of Project Services: In addition to the licensing of its software and related project management and training services, Legal Files Software, Inc. also provided custom programming services to develop integrations with the City’s claims system. The City is currently on our maintenance and support program. 9 Office of the Corporation Counsel, County of Hawai`i Technical Specifications and Functional Requirements Technical Specifications The case management system must be compatible with the County’s desktop and laptop hardware on Dell and Hewlett Packard products with the following specifications: • 512G SSD Hard drive, Minimum • 8GB Ram (new Comps. Coming with 16 GB, 1 x 16 GB, DDR4, 3200 M T/s) • Intel Core i7 non-vPro Process or Label • 13th Gen Intel Core i7-1355U (12 MB cache, 10 cores, up to 5 .00 GHz Turbo) • Intel Wi-Fi 6E AX211, 2x2, 802.11ax , No Bluetooth (Some Have BT) • Integrated Intel(R) Iris(R) Xe or UHD Graphics for i7-1355U Processor • FHD Camera, Temporal Noise Reduction, No Express Sign-In, Cam era Shutter, Mic • 64-bit operating system • OP: Windows 10 Pro being upgraded to 11 • The standard productivity suite is Microsoft Office 365. Legal Files response: Legal Files Software is a browser-based application, and we are proposing that Legal Files be installed either on premise or in the cloud selected and controlled by the County. The following are the technical prerequisites, and they are the same no matter where the software is deployed. Legal Files Technical Prerequisites The Legal Files program runs entirely through Chrome or Microsoft Edge (Chromium based) and is installed on a customer’s own hardware. The database is Microsoft SQL Server 2014, 2016, 2017, 2019 and 2022 (SQL_Latin1_General_CP1_CI_AS collation) as well as Azure SQL Managed Instance. Legal Files stores documents externally to the database in a customer defined location, such as a file server or storage area network (SAN). A Windows UNC path from your web server to your document store is specified in the Legal Files System Configuration settings during system installation. A brief description of the Legal Files browser version requirements is listed below: (Please note that Legal Files supports virtual environments, and that the server components can be consolidated. We recommend that the database and application reside on separate virtual or physical hard drives.) - Web Server – where the Legal Files web application is installed - Database Server – where the database resides - Reporting and Document Generation Servers – where the .NET generation services are installed for reports and document assembly - A Legal Files client – used by the end users to access the application through Edge or Chrome. The Legal Files web application requires a servlet container that can be installed on an existing application server or a dedicated application server. Before the Legal Files web application can be installed, the application server must have the following component functioning correctly: - Java SE JDK or Open JDK 10 Office of the Corporation Counsel, County of Hawai`i Legal Files recommends that Tomcat be used as the servlet container, but other compatible servlet containers such as ServletExec, JBoss or WebSphere can also be used. **Contact Legal Files Technical Support for the latest version information at (217) 726-6400. Legal Files Reporting and Document Generation Services If Document Assembly or custom Crystal Reports will be used through Legal Files, these services must be installed. Prerequisites for the services include the following: - .NET Framework 4.8 or higher is required on the server and workstations. https://docs.microsoft.com/en-us/dotnet/framework/deployment/deployment-guide-for-developers Single Sign On-SSO (if required) Legal Files has multiple available options in the current version (version 12.2) of Legal Files for SSO integration – either a SAML based solution or a NTLM V2 based solution. The NTLMv2 solution uses a third-party product called Jespa, which is licensed separately, and is most commonly used for on premise implementation of Legal Files with integration with Active Directory. Legal Files for version 12 and higher, provides a configuration setup page for configuring SAML security properties for SSO integration to your IDP. Configuration of SAML in Legal Files requires an experienced SAML administrator with knowledge of the IDP settings required. Legal Files Workstation The Legal Files workstation requires Chrome or the Chromium based Edge browser in order to operate on a Microsoft supported operating system. No additional software, browser plug-ins or local installations are required in order to access the application. Integration with Microsoft Office 2013 through 2021, click to run instance of Office 365, Adobe Acrobat 10 (X), 11 (XI) and DC are supported through COM add-ins installed on the local workstations. Integration with Gmail is supported through a Chrome Extension. ** As of the date of this document (April 2024) the versions of third-party software mentioned are supported, with the current version of Legal Files (12.2). As third-party vendor support expires for any integrated platform Legal Files will also expire support for that platform. General Server Specifications for a Single-Consolidated Server Solution - (25 users or less) * General Server Specifications for a Single-Consolidated Server Solution - (26-50 users) * Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 120 GB 11 Office of the Corporation Counsel, County of Hawai`i *These are minimum suggestions only. The single consolidated server solution specifications above assume that the architecture is specific to the Legal Files implementation and is not shared with other solutions. Actual hardware requirements should be based on business needs, current IT infrastructure and data conversion factors. General Server Specifications for a Multi-Server Solution - (51-100 users) * Web Server: Database Server: Document/Report Generation Server: Component Minimum Processor 2.0 GHz Intel Xeon Processor with 8 cores Memory (RAM) 24 GB Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 120 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB 12 Office of the Corporation Counsel, County of Hawai`i *These are minimum suggestions only. Actual hardware requirements should be based on business needs, current IT infrastructure and data conversion factors. General Server Specifications for a Multi-Server Solution - (100+ users) * Web Server per 100 Users: Database Server: Document/Report Server: Report Server: Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 120 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 8 cores Memory (RAM) 24 GB Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 500 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 8 GB Hard disk available storage space 120 GB 13 Office of the Corporation Counsel, County of Hawai`i *These are minimum suggestions only. Actual hardware requirements should be based on business needs, current IT infrastructure and data conversion factors. Detailed Web Architecture: 14 Office of the Corporation Counsel, County of Hawai`i 15 Office of the Corporation Counsel, County of Hawai`i Functional Requirements The County has defined the following mandatory requirements for an electronic case management system: A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Legal Files response: Legal Files is a complete document management system and Legal Files Software is proposing to use Legal Files for the drafting and storage of all documents to a case or matter. Laserfiche Integration Legal Files Software will provide custom programming to create an integration with Laserfiche that once a document is finalized in Legal Files with a flag on the document profile it would then be copy 16 Office of the Corporation Counsel, County of Hawai`i that document/file into Laserfiche. An estimate for this integration is included in the pricing section. Windows Compatibility Legal Files is a browser-based application that runs entirely through Chrome or Microsoft Edge and can be used on a Windows 10 or 11 operating system. Microsoft Office and Acrobat Integration The Legal Files Document Management System offers the Microsoft Office (Word, Excel, PowerPoint and Outlook) and Acrobat integration, which allows users to quickly and conveniently store any document/file/message that is opened within an Office or Acrobat application in Legal Files. The integration allows users from within the application interface to store documents to the appropriate case/file in Legal Files without leaving the Office or Acrobat application. Additionally, once documents are profiled, the Office and Acrobat integration offers a real-time, save-to-Legal Files function— whether you are on your network or accessing the system remotely. The “Legal Files Web” integration function provides users with a one-step process to edit existing documents in real time from the word processor and save changes to the document management system—without having to upload the document manually. This functionality provides the users with an easy and seamless way to edit and save documents via the Microsoft Office and Adobe products installed locally on the workstation, while the Legal Files document management system is installed and running on a web server. The integration is available for Microsoft Office 2013 through 2019 and click to run instance of Office 365, and Adobe Acrobat X (10), XI (11) and DC. The screenshot above shows Legal Files integration with Word which allows users to store any document that is opened within Word (or any other Office application.) The integration enables users from within Word to store documents to the 17 Office of the Corporation Counsel, County of Hawai`i appropriate case or file in Legal Files without leaving Word and without uploading the document manually. This screenshot shows Legal Files integration with Acrobat, which allows users to store any .pdf document that is opened within Acrobat application into Legal Files. A user may store the .pdf within the appropriate case/file in Legal Files without leaving Acrobat. The integration is available for Adobe Acrobat X (10), XI (11) and DC. Legal Files Email Integration with Microsoft Outlook Legal Files offers a seamless integration with Microsoft Outlook, providing a tool that quickly and easily copies emails from the Outlook product directly to a Legal Files case. Clicking on the “Save to Legal Files” button within Outlook opens a file selection window where you select/search for the Legal Files case where the item should be copied, and Legal Files automatically copies the item to the appropriate case. The extensive integration with Outlook allows you to save copies of emails directly to a case to create a single storage place for case related email. Additionally, Legal Files stores a copy of the email in its native format, which allows users to delete the email in Outlook, freeing up storage and making the message even easier to locate via the Legal Files interface. You can also change a subject line and save attachments separately, if needed. Legal Files’ Outlook email integration provides the ability to locate documents stored in Legal Files to attach them to a new Outlook email, and then to automatically prompt to save the sent email to the Legal Files case. The integration also provides the ability to drag and drop documents attached to emails to a Legal Files case and provides users with the option to automatically version a document, the original of which is currently attached to Legal Files. 18 Office of the Corporation Counsel, County of Hawai`i In addition to the “Legal Files” button, the integration also provides an interactive Drop Zone pane within Outlook containing the user’s “Recent Files” list. Dragging email(s) to the appropriate case automatically copies the email(s) into Legal Files at the appropriate case. The screenshot shows how a user may save email (and any attachment or just the attachment) to a particular case or file on the Legal Files Recent File list, demonstrating the seamlessness of the integration. The integration provides the ability to view the basic information of any case that is contained within the recent files pane including type of case, other categories, current status, etc. Additionally, users will have access to all file related people from within the case and all their contact information from the Outlook interface. The Legal Files Outlook integration also provides the ability, from the Recent Files list, to create a case note, calendar, to-do, phone log or time slip entry from within the Outlook interface. 19 Office of the Corporation Counsel, County of Hawai`i As the screenshot above show, Legal Files’ Outlook integration also provides the ability to view the basic information of any case that is contained within the recent files pane including type of case, other categories, current status, etc. Additionally, users have access to all file related people from within the case and all their contact information (as seen above) from the Outlook interface. The link also enables the user to create a case note, calendar, to-do, phone log or time slip entry from within the Outlook interface. Legal Files Drop Zone Legal Files also provides a Drop Zone on a user’s desktop allowing users to drag and drop a file/document quickly into Legal Files. Once the file/document is activated over the zone, it allows the user to categorize it and provide the appropriate case/file reference. In addition to the desktop the Drop Zone can also be placed on the “send to” menu in Microsoft Explorer, which provides the ability to store files within Legal Files directly from the file icon. 20 Office of the Corporation Counsel, County of Hawai`i Microsoft Teams Integration A Legal Files Teams Integration is on our development roadmap, but it is not in the current release of the software, which is version 12.2. B. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. Legal Files response: We offer an extensive and successful record of accomplishment of data conversions for our customers. Since about 75 percent of our projects require a data conversion, we have an excellent and proven process in place, and our references demonstrate our effectiveness in this area. Legal Files has included estimated pricing in the pricing section for converting data/documents into Legal Files based solely on answers to questions in the Addendum. Data conversions are custom written; we do not use a utility or tool that merely imports header information. Details and benefits of our custom data conversion process follow: A key differentiator that separates Legal Files Software, Inc. from other software vendors is the advantage offered by our approach to data conversions. Each conversion is custom written by our inhouse conversion specialists to your own data requirements and specifications. This approach offers several key benefits for our customers, including: ► Ensures the viability, usability and quality of all the available data. We do not use “automated” tools that convert only a portion of your data. With a custom written conversion, you get the data you want converted, and it will be converted to exactly where you want it in Legal Files. ► Saves time and effort. Most other vendors use automated conversion tools that are imperfect; at best, not all your data is converted, or data is converted incorrectly; at worst, your data is not converted at all. With our process, there’s no need to use IT resources to massage your data into a specific format; just provide the database and we’ll take it from there. ► Is cost effective. If you are contemplating a data conversion, you already know that your data is valuable. The success of your organization depends upon how completely and accurately you transform this data into actionable form. Investing in a customized data conversion approach protects the value of your data and benefits your entire operation. Legal Files will collaborate with you to formulate a data conversion plan that best meets the needs of your organization—whether that would be converting all data at once, or incrementally by group. Also, we will perform a test data conversion that you will be able to review and approve to ensure that everything is working as expected prior to when the actual data conversion is run. C. Security features to protect confidential information. Legal Files response: Legal Files Software, Inc. is not proposing to host the product environment. Based on the responses provided to questions in the addendum, we are proposing that the client either host the product in its data center or with a third-party hosting vendor (AWS, Azure, etc.) that the 21 Office of the Corporation Counsel, County of Hawai`i County selects and controls. Legal Files’ built-in security system ensures that sensitive information is made available only to authorized users. Legal Files is designed to enable you to restrict or grant security privileges on multiple levels including role, group and by individual files. Legal Files security enables users to be granted update/edit capability within features and functions of Legal Files. Legal Files security is managed within the administrative features of the application, and all security changes take place immediately. Your system administrator, who can be non-technical, is responsible for adding users to the system, assigning security rights and access to users, and adjusting or removing those rights as job functions or employment statuses change. Security groups must be established before users can be added to the system. Every user must be assigned to a security group. When a user is assigned to a group, the user inherits all of the group rights. Group rights can be overridden for individual users within a group. Legal Files installation includes three predefined security groups: • Administrative Super Group has access to all functions and procedures. The first user added to the system during installation is automatically assigned to the Administrative Super Group. • Administrative Group has access to most functions. • Standard Employee Group has limited access to administrative functions but can generally access all other functions and procedures. Security rights can be adjusted for any of these default security groups. You can establish as many additional groups, as necessary. Additionally, the system prevents unauthorized access to case/matter information, and such information can be made available on a need-to-know basis if cases need to be screened from staff members who have a conflict of interest. If desired, access to matters can be further limited to only those matters to which an individual user has been assigned. In addition to standard case/matter security, Legal Files provides a powerful security feature for sensitive cases called “Private Files.” All case/matter types have the ability to use Private Files functionality, providing an additional layer of security. A tool for administrators (and other users with proper security), Private Files functionality enables you to create a case/matter which is restricted to only those assigned to the file or given a password to access the file. Users are assigned a password to access the system when he or she is added to the system, users have the ability to change their own password. Administrators also have the ability to inactivate a user and/or change a user’s password. In Legal Files, administrators have the option to require challenge/response questions as part of the Multi-Factor Authentication (MFA) features, which would be in addition to standard login process, to add a verification step to each user’s login. There are different settings that allow administrators to determine how often users are challenged with their questions. Highlights of Legal Files’ security include: • Ability to restrict and grant access by employee user defined positions (manager, attorney, support staff, technical, staff, etc.) • Ability to restrict and grant access by function (add, update, delete, view only) 22 Office of the Corporation Counsel, County of Hawai`i • Ability to restrict and grant access to data by organizational level (department, office, regional, organizational wide, ad hoc group through the Enterprise option) • Ability to restrict and grant access to data at the record/screen/function level • Restrict access at the case/matter level through case level security • Restrict access to knowing the existence of a Private file/matter • Ability to administer security globally Legal Files Installed On Premise or with a Third-Party Hosting Vendor: Legal Files can be installed on premise in your data center, or in the cloud through a third-party hosting provider such as AWS, Azure, etc. selected and controlled by the County. The technical prerequisites for hosting Legal Files in an environment that the County controls can be found above in the Technical Requirements section above. Whether installed in the City’s data center or in the cloud with a third-party hosting vendor, the technical prerequisites are the same. Encryption can be used to encode the data transmission between the client (or web client) and server; however, no encryption product or digital certificates are included with the program. Security for the web client can use a wide variety of industry standard web enabled application security models, including digital certificates, SSL/https, PKI, Integrated authentication and form-based authentication, among others. In Legal Files, all sensitive data, such as passwords, are encrypted at rest. Customers can also use Microsoft SQL encryption if desired. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. Legal Files response: Legal Files offers comprehensive calendaring features to manage dates, appointments, client meetings, etc. The Legal Files calendar is a single item, so when changes are made to a matter calendar, the change happens instantly for all views of a calendar. There are eleven different ways to view Legal Files calendar events. Each can be viewed from within a matter or user calendar and provides key information at a glance for the day, week, work week, month, team, group, resource, client, timeline, list or master. Legal Files also offers a Group Calendar Wizard, as well as a Recurring Calendar Wizard. ✓ List View: The list view for either the matter or user provides a list of calendar events for the specified criteria selected. ✓ Day-at-a-Glance: The Day-at-a-Glance view provides a graphical presentation of the day’s appointments. ✓ Week-at-a-Glance: The Week-at-a-Glance view is a seven-day display that can be viewed Sunday through Saturday. ✓ Work Week View: The Work Week View displays all calendars and to-do’s from Monday through Friday. ✓ Month-at-a-Glance: The Month-at-a-Glance view displays the entire month in which the selected date falls and highlights the days on which calendar items are scheduled. 23 Office of the Corporation Counsel, County of Hawai`i ✓ Group Calendar View: The Group Calendar displays a graphical presentation of different user’s appointments side by side. See the screenshot below: The screen shot, above, details the Group Calendar. There are ten different ways to view Legal Files calendar events, but the Legal Files calendar is a single item, so when changes are made to a case or matter calendar, the change happens instantly for all views of a calendar. ✓ Resource Calendar View: This view works like the Group Calendar view. All resources, such as conference rooms or video equipment, appear in a list where they can be selected. The view displays all calendars for the Resource for the selected day. ✓ Timeline View: The Timeline View combines both calendar and to-do’s in a graphical presentation that diagrams the activity in a day, work week, week or month view. ✓ Team Calendar Month View: The Team Calendar View allows for the viewing of calendar events in a month at a glance view for users within a team. The View is provided both at the user and matter level. ✓ Client List View: The client list view provides a list of calendar events for the specified criteria selected. ✓ Master View: The Master Calendar is a list view, listing all calendar items for every user for the selected day. Other key calendar features: Group Calendar Wizard: Schedule a calendar event for multiple users at one time with the Group Calendar Wizard. You may use a predefined group of users or select users directly from the wizard window. Time & Resource Conflict Checker: The Conflict Checker automatically checks for a duplicate entry of a calendar event for an individual. The Resource Conflict Checker checks to see if there is a conflict in scheduling with the selected resource. If a conflict exists, the conflict icon appears. 24 Office of the Corporation Counsel, County of Hawai`i Recurring Calendar Wizard: The Recurring Calendar Wizard enables the user to create recurring calendar items. This wizard is located on the Wizard button from Legal Files' side navigation pane) and from the Calendar Update window. The options for recurring include daily, weekly, monthly, yearly and custom. Calendar Copy Feature: The Calendar Copy feature enables the user to make a copy of the current item. The copied item is assigned to the currently logged-in user. This feature is useful for making a copy of a routed calendar item, as well as making a copy of an existing calendar item. Outlook Calendar Integration: Legal Files Software, Inc. developed the Outlook integration to quickly and easily creates an Outlook appointment and/or task from a corresponding Legal Files calendar or todo. Saving the item automatically creates and links the corresponding event in Outlook (or Legal Files) to each other. The Outlook integration for calendars and tasks places a “Legal Files Web” tab on the user’s Outlook ribbon. Clicking the tab’s “Save” button opens a file selection window where the user simply searches and selects the case/matter where the appointment or task should be created, and Legal Files automatically creates the appointment or task in the appropriate file. The Legal Files client does not need to be running to use the Outlook integration. Task Management and Workflow Wizards Legal Files provides a robust notification and tickler system. Legal Files includes both task lists for the case and user to-do lists. Through its powerful interface, Legal Files provides users with the ability to easily manage all their individual to-do’s, both non-case related and case-related—all from the same index. Legal Files also provides a case view of all to-do’s for all users assigned to a particular case. The Users’ To-do Selection Window, as well as the Case To-do Selection Window, offers advanced searching, which provides searching and sorting in a number of different ways. Workflow Wizard Legal Files’ Workflow Wizard automatically assigns tasks and due dates to users based upon their role in a file. The workflow wizard uses a task wizard template which standardizes each step in a process into a task with an assigned role, ensuring that nothing will be forgotten. The wizard assigns the tasks to the appropriate user in the file in one, simple step. Once to-dos are populated using the Workflow Wizard, they are linked together. With linking, if a change is made to a to-do, the user is notified and the change can be made to an individual to-do, multiple to-do’s or to all to-do’s proportionately. Wizard Triggers Legal Files’ Wizard Triggers define conditions that trigger the sending of e-mail to both Legal Files users and to Internet recipients, notifying those recipients that a specific condition has been met, or it can trigger another action to occur. In addition to sending e-mail to recipients, the wizard trigger may be configured to launch the workflow wizard, with or without a default workflow wizard being specified. Wizard triggers can be launched: When a file is opened When a file is closed When a file is distributed to… (Enterprise only) When a file is distributed from… (Enterprise only) When a file status changes from… 25 Office of the Corporation Counsel, County of Hawai`i When a file status changes to… When a user is assigned to a file When a user is un-assigned from a file Legal Files includes the ability to create an unlimited number of user defined workflow wizards to help ensure business processes are followed and deadlines are met. Workflow wizards can include calendar items, to-do’s and e-mail notifications. Activities within the workflow wizard are then assigned to the “type” of user that will receive the calendar, task or e-mail. Once a wizard is created, it is associated with an event in the system called a trigger. A trigger can be the opening of a case, closing of a case, updating the status of a case (hearing rescheduled, decision issued, hearing cancelled etc.), or even the creation of a document. When a triggered event occurs, Legal Files will automatically launch the appropriate workflow wizard and assign the calendar items and to-dos to the appropriate people and send e-mail notifications. A big part of Legal Files workflow features involves end-user notifications. Legal Files automatic notification system is called Heads Up. Legal Files will alert or notify users of calendar notifications, due dates or tasks through Heads Up, Legal Files’ comprehensive in-box. E. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potential budget shortfalls. Legal Files response: All fields within the Legal Files database are accessible for reporting purposes, and any third-party ODBC compliant tool can be used by customers who have custom reporting needs. For out-of-the-box reporting, Legal Files offers four main reporting methods. A very easy-to-use advanced search feature is included on virtually every “result” window in the system, and a “Print View” can be selected to provide a printed report or a direct export to Excel. Second, built-in query tools for case files, Name Cards (contact records), expenses, calendars, time entries and custom window data can be reported on in a list or tabular format, or exported directly to Excel. Third, management dashboards offer managers quick access to pre-built queries, providing a snapshot of data in a graphical format. Fourth, pre-built Crystal Reports are included with the application; in addition, custom developed Crystal Reports can be built in Crystal and generated within Legal Files. Legal Files’ powerful Query Reports satisfy ad-hoc reporting needs from an end user’s perspective. Whether searching for cases, contacts, calendars or custom window data, users, from within a very easy interface, can quickly select the desired data fields to query, offering hundreds of potential combinations. Any results screen allows data to be exported directly to Excel, maintaining the column format for further sorting using the power of Excel. Legal Files’ advanced search functionality is provided on all index windows. The search criteria are based on the data elements provided from the index being searched. All advanced search windows enable users to pick any combinations of the search/filter criteria, drill down from the results index, and provide a Print View (.html output) or export the results directly to Excel. In addition to all standard 26 Office of the Corporation Counsel, County of Hawai`i advance search windows, Legal Files provides customers with the ability to create their own advance search windows on their own Custom Windows, which then can be searched globally or just within a file/case. Legal Files’ advanced searches and Crystal Reports criteria can be saved for re-use. In addition, a default search can be defined by every user on every window which uses the advanced search. This default search is the criterion that is used whenever that user selects that particular window. An unlimited number of searches can be saved. Legal Files uses industry-standard database platforms (Microsoft SQL), so virtually any third-party reporting tool that supports connections to the database platform can be used. Legal Files integrates very tightly with Crystal Reports, allowing customer developed reports in Crystal to be “embedded” into Legal Files. These reports can then be executed directly within the application as if they were “standard” Legal Files reports. Application security control access to these reports. Additionally, a report developed using Crystal can be scheduled and distributed using Legal Files report scheduling capabilities. The administrative tool for Legal Files contains a feature called Add Ons, which allows Legal Files to integrate with Crystal Reports. Add Ons provides the ability to attach a custom-built report in Crystal to the reports interface. Add Ons maintains the structure of the Legal Files security system, and enables users to launch custom-built reports from within Legal Files. Legal Files Software, Inc. developed the integration with Crystal Reports to provide the best offering for custom built reports. The integration with Crystal provides our users with the ability to query the database in many ways, providing the desired output—whether that is a list of results or a graphical presentation of the data using a pie or bar chart. Since the Legal Files Crystal Viewer presents the data in multiple formats such as.pdf, .Excel, Text or Word, users have the flexibility to export data in the desired format. Our approach to this integration has enabled us to quickly provide our user base with a sophisticated reporting tool, while keeping their support costs low. The Legal Files/Crystal Reports integration includes the Crystal runtime client, which is provided at no additional charge. For custom-developed Crystal Reports, users have the option to schedule the frequency of the report and the report recipients when selecting report criteria. The reporting service will then execute and deliver the report to all selected users in their Heads Up windows or their external/Outlook email. Standard Reports included within the application are Query Reports: Custom Window Query Report File Query Report Name Card Query Report Expense Query Report Time Query Report Document Query Report Document Text Query Report Eligibility Query Report File Related People Query Report Calendar Query Report File Communication Aging Query Report Management Dashboards Total Files Open Open Files by File Manager Open Files by Team Open Files by Team Member Average Days Open per File Open Files by Type 1 27 Office of the Corporation Counsel, County of Hawai`i Open Files by Type 2 Open Files by Type 3 Open Files by Location Open Files by Cost Center Time Budgeted vs. Actual Expenses Budgeted vs. Actual File Activity/Aging Total Activity Time by File Open To-do’s by Team Open To-do’s by Team Member Past Due To-do’s by Team Past Due To-do’s by Team Member Past Due To-do’s per Team by Type Past Due To-do’s per Team Member by Type Total Time Per Team Total Time Per Team Member Total Activity Time by User Total Time Per Team by Task Total Time Per Team by Activity Total Time Per Team Member by Task Total Time Per Team Member by Activity Hot Print Reports: Name Card Hot Print Report Name Card Envelope Hot Print Report Email Hot Print Report Expense Update Hot Print Report Mail Message Hot Print Report Phone Message Hot Print Report Time Slip Update Hot Print Report File Details Hot Print Report File Facts Hot Print Report Custom Window Hot Print Report Expense Quick Add Hot Print Report Workflow Wizards Hot Print Report File/Case Summary Report To-Do Detail Hot Print Report Calendar Detail Hot Print Report Document Detail Hot Print Report Note Detail Hot Print Report Day at a Glance Hot Print Report Week at a Glance Hot Print Report Work Week at a Glance Hot Print Report Month at a Glance Hot Print Report Team Calendar View Hot Print Report Group Calendar View Hot Print Report Resource Calendar View Hot Print Report Client Calendar View Hot Print Report Advanced Search Reports: Advanced File Search Report Advanced Name Search Report Advanced Calendar Search Report Advanced To-Do Search Report Advanced Phone Log Search Report Advanced Mail Log Search Report Advanced Email Search Report Advanced Document Search Report Advanced Time Entry Search Report Advanced Expense Search Report Advanced Note Search Report Advanced Document Template Search Report Advanced Document Text Search Report Advanced Crystal Reports Search Report Advanced Conflict Search Report Advanced Eligibility Search Report Advanced Transaction Summary Search Report Advanced File Related People Search Report Advanced Custom Window Search Report Standard Crystal Reports: Expense Query Report Expense Summary Report Expense Detail Report Expense Amounts Report File Manager All (Pie Chart) Open File Report (Bar Chart) Calendar Query Report Mail Log Query Report To-Do Query Report Files with No Open To-Dos Report Files with No Statute Date Report Files with No Incident Window Report File List Report File Related People Query Report Phone Log Query Report Heads Up Report Budget-Expenses by Cost Center Report (Bar Chart) Case Report by Cost Center (Pie Chart) Cases by Type (Pie Chart) Cases by Location (Pie Chart) Expenses by Vendor (Bar Chart) Budget by Case Budget by Vendor Conflict Check Report 28 Office of the Corporation Counsel, County of Hawai`i Statute of Limitations Report Files with Unverified Statute Dates Report Files where Litigation not Approved Report Team Calendar Report Team To-do Report User Specific Crystal Reports File Specific Crystal Reports Output samples of some standard reports follow: Example of Legal Files case report in bar format. Example of Legal Files File Mgr. report in pie format. Example of Expense by Vendor Bar Chart Report Example of Expense Query Summary Report 29 Office of the Corporation Counsel, County of Hawai`i Example of File Query Detail Report Example of File Summary Report Example of Team Calendar Report Example of Team To-do Report Example of File Query Report 30 Office of the Corporation Counsel, County of Hawai`i Example of Custom Window Query Report Example of Legal Files Management Dashboard. Example of Drill Down from the Legal Files Management Dashboard for File Manager 1. F. Public records request management. Legal Files response: Legal Files is customizable to track any type of file such as a public records request. Legal Files custom menus allow case or file structure to be customized based on the types of 31 Office of the Corporation Counsel, County of Hawai`i files the customer handles. A Legal Files menu can exist for each type of file. Legal Files contains many pre-made case/file management windows, as well as offering Custom Windows features for creating windows that suit specific needs. Both pre-made and custom windows reside on Legal Files Custom File Menus. Through Legal Files unique Custom File Menus, a user can, with the proper security, decide which windows and language are used for each type of case/file and hide those that aren’t used. The result is a clean file menu that displays only the information each practice group requires. This flexibility makes it possible to provide a truly custom view of the case based on the data requirements of each file or group. A litigated file can look completely different from a FOIA or Records Request file being handled by the customer. G. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. Legal Files response: See the security section above for more details on installing Legal Files internally in an environment controlled by the County H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. Legal Files response: All customers as part of the annual software subscription are offered the maintenance and support program to ensure that you receive regular software upgrades and unlimited Legal Files help desk support. The maintenance and support program is part of the software subscription. Legal Files provides support for problems or questions relating to our software: telephone and email 32 Office of the Corporation Counsel, County of Hawai`i user support for everyday “how to” questions, telephone and email technical support for “talk through” system maintenance, and technical support for “walk through” system administration. Help Desk We do not use a call center or offshore subcontractors to provide support. All support is provided by Legal Files employees based in our Springfield, Illinois, office. Our full-time help desk team members offer extensive, proven experience and prompt, personal service. When necessary, the Legal Files Help Desk team can also access the user’s desktop via a secure web connection, using products such as GoToAssist/Fastsupport. This type of support enables the Help Desk team to see first-hand any issues that the user is experiencing and, in a vast majority of cases, helps provide resolution in a matter of minutes. Legal Files support is available Monday through Friday from 8 to 5 CST. Other times, such as after-hours support, by appointment. Our Help Desk system is designed to conform to our goal of answering each help call as it is received. However, any question that cannot be resolved will immediately be assigned to appropriate person or department. All support queries follow the same problem management escalation procedure: Level Description Initial Response Status Update 1 A problem with the software, which renders it inoperative or causes a significant and ongoing interruption to the customer’s business activities. 2 hours Daily until workaround or correction available. 2 A problem with the software, which degrades or disrupts operation, but does not cause a significant and ongoing interruption to the customer’s business activities. 4 hours Every two days until workaround or correction available. 3 A problem with the software, which has a minor impact on the customer’s business activities, or for which an acceptable work-around is readily available. 1 day As necessary or upon request. 4 General questions, suggestions and feedback pertaining to use and operation of the software. 2 days As necessary or upon request. Support Documentation Legal Files publishes and maintains an extensive support library which it considers to be confidential and proprietary. Customers who are current with their maintenance and support program may access, download and copy (for internal purposes only) this information at any time from our online Customer Resource Center. Available information includes current and past issues of Hints & Helps, our help desk publication; build notes; all training manuals and videos; and other documentation. An online Help section within the program offers extensive information on various features, their location within the application, and how users can access and leverage those features. Users can access this information through the contents, index or search tabs. Enhancements and Product Updates Legal Files is a mature application; however, as with any software program, no amount of product testing and quality assurance will catch every software “bug.” As a result, Legal Files releases periodic software fixes to address issues that are discovered by internal staff or reported through the help desk. 33 Office of the Corporation Counsel, County of Hawai`i These fixes are distributed via email to all customers as part of the maintenance program, and at no additional charge. In addition, Legal Files continuously adds functionality to the application to provide the latest in technological advances and fulfill requests from our customers. All requests for enhancements are prioritized based upon the potential benefit to the largest number of customers. Once prioritized, the requests are given to the development staff where a development plan and schedule is established. Legal Files averages one major release each year. I. Mobile/Remote access that allows each user to access and work with documents in the case management system. Legal Files response: Legal Files is a browser-based application and supports any device that uses Chrome or Microsoft Edge (Chromium based) and has access to the environment where Legal Files is installed. The application is sized appropriately from the desktop or tablet version of the browsers. J. Customization features that allow each user to configure the case management system to their own specific needs. Legal Files response: Legal Files is a COTS solution so many screens and windows are pre-built for our customers to reuse, and the data validation is set automatically based on the field type. Additionally, Legal Files provides customers with the non-technical functionality to create their own windows called Custom Windows. Legal Files is designed to allow non-technical users to administer and customize critical aspects of the application including security, custom windows, workflow templates, custom defined pick lists, document templates, custom prompts and file menus. Using the administrative features, your own users, with the proper training and security, can easily manage/configure Legal Files. System Wide Customization/Configuration Features Using the administrative features, your own users, with the proper training and security, can easily manage/configure Legal Files. Legal Files can be easily customized from within the program itself using non-technical tools. Legal Files has four segments of customization: custom menus, custom windows, custom prompts and customdefined look-up tables. Legal Files supports an unlimited number of each of these. Following is a brief explanation of the capabilities of each: Custom Menus Legal Files custom menus allow case or file structure to be customized based on the types of files the customer handles. A Legal Files menu can exist for each type of file. Legal Files contains many premade case/file management windows, as well as offering Custom Windows features for creating windows that suit specific needs. Users can control the size, color, content and text of any menu, allowing the creation of a customized system of menu templates specific to the practice group. Both premade and custom windows reside on Legal Files Custom File Menus. Through Legal Files unique Custom File Menus, a user can, with the proper security, decide which windows and language are used for each type of case/file and hide those that aren’t used. The result is a clean file menu that displays only the information each practice group requires. This flexibility makes it possible to provide a truly custom view of the case based on the data 34 Office of the Corporation Counsel, County of Hawai`i requirements of each file or group. As mentioned above litigated file can look completely different from a FOIA/Records Request file being handled by the customer. Custom Windows At the file level, Legal Files provides the ability to add an unlimited number of custom fields and screens. In addition to file level custom windows, Legal Files also provides the ability to add custom fields and screens to any groupware item such as a calendar, to-do, mail log, phone log, document profile, time entry and expense entry. For pre-built windows, Legal Files provides a custom prompt capability to modify certain field properties on existing windows. Below is a detailed description of the capabilities of the customization features on the Legal Files case screens. Legal Files Custom Windows is a powerful tool that is simple to create and can be attached to any case or matter. In addition to custom windows on a case/matter, custom windows, can be stored on a Name Card (contact record), File Related Person, Calendar, To-do, Expense, Time Entry, Document Profile, Mail Log and Phone Log Legal Files Custom Windows feature provides the ability to design windows that meet specific needs and the flexibility to change when office needs change. Data from Custom Windows can be used in ad hoc reports and merged into documents using the system’s built-in document assembly features. Each template can have up to 300 fields. Custom Windows can contain default values, so when the Custom Window is first created, the value already exists for either a Name Card or file. Custom Windows also can contain required controls, displaying an asterisk (*) next to the field prompt. The Custom Window validates that required fields have a value input. When a Custom Window is attached to a case/matter, it is stored with all other case/matter data. Because Legal Files is flexible, Custom Window Templates can be attached to more than one file. When a template is attached to a file, it becomes a Custom Window. Though based on the same template, Custom Windows can have a unique name in each file. Legal Files Custom Windows are attached to a file, case or matter using the custom menu. There is no limit to how many custom windows may be on a file menu. Legal Files also gives the user the ability to create and label multiple Tabs on a Custom Window. When adding a Tab-Section to a Custom Window Template, the user can select it as a control type. Custom Window Control (Field) Types include Entry, Date, Custom Window, Money, Number, Integration, Add-ons, Tally, Attachment, Pick List, Drop Down List, User/Date stamp, Check Box (Yes/No), URL, Decimal, Calculated, Note and Tab. Custom Prompts Legal Files Custom Prompts allow the flexibility to change the field labels on some existing Legal Files windows. Custom Prompts enable users to leverage the powerful pre-built screens within Legal Files, while still allowing the flexibility necessary for users to incorporate customized language/terminology. Custom Defined Lookups Legal Files custom defined look-ups allow for the customization and control of a certain type of field called pick lists. Legal Files pick lists benefit end users in three ways: providing the flexibility to incorporate customized language/terminology, providing ease of use to speed data input and providing the necessary structure to standardize data entry information. User Interface and User Preferences 35 Office of the Corporation Counsel, County of Hawai`i Legal Files delivers the unified desktop you desire, managing data, documents, email and all activity, plus the management tools to better manage matters and staff within the organization. Offering a userfriendly interface, Legal Files provides views that are “definable dashboards,” both at the user level (through Manage My Day) and at the file/matter level (through Manage My File). When a user first logs into Legal Files, the Manage My Day window displays a list of the user’s specific tasks, appointments, notifications, etc. From here, a user can access his or her detailed calendar, task list, documents and notes (all the Action items) by selecting the appropriate icon. A powerful feature of Manage My Day is the automatic notification system, which is called Heads Up. Legal Files allows repeat notification of due dates or tasks through Heads Up. Heads Up messaging automatically notifies users of calendar items, to do’s, past to-do’s, reminders, email, phone messages, documents, notes and mail messages on one screen, so important information yet to be resolved is quickly brought to their attention. Legal Files is centered on “Manage My File,” which is a home page/dashboard for a specific case/file that provides quick access to data, communications, documents, activities and deadlines all from one screen. “Manage My Day” is a home page/dashboard for a specific user that provides quick reference to files/cases, notifications/reminders and user activity all from one screen. Both home pages use a navigation menu and vertical icons containing hyperlinks to the desired information and are detailed in the following screen shots. Manage My Day-Users Home Page When a user first logs into Legal Files, the Manage My Day window (above) displays a list of the user’s specific tasks, appointments, notifications, etc. From here, a user can access his or her detailed calendar, task list, documents and notes (all the Action items) by selecting the appropriate icon on the left. 36 Office of the Corporation Counsel, County of Hawai`i Manage My File-File/Case Home Page The Manage My File window (above) displays the Navigation and Actions menus that together provide the home page for the matter/file. Together, both menus provide file related data, documents, email, tasks, appointments, etc. all in one place. Legal Files provides one central location for all information related to each file, regardless of the type of file (investigation, case, project, etc.). Your Legal Files database has a place for everything, and everything is stored in one place. That means one central location for all information related to each file or document, including contacts, email and attachments, any types of image files plus notes, alerts, and reminders. The multiple data relationships built into Legal Files means there is no redundant data entry. Legal Files brings a true team concept to knowledge and file management, sharing and integrating the varied responsibilities and work products of all staff members. Legal Files works the way you work, storing an unlimited amount of information for an unlimited number of files and walking you through every aspect of file development. Legal Files is fully customizable, and you can determine the look and language that is meaningful to your organization, or a particular department or location. User Preferences and Configurations Legal Files users are offered a variety of ways to configure their Legal Files environment. Leveraging the options available in User Preferences, a user may tailor her Manage My Day Screen in several ways. Using the Manage My Day default, recent Files and the Heads Up window are available to all users. Additionally, users may select any of the two windows (calendar, to-do’s, emails, documents, phone logs, mail log, and time slips) to display in the lower sections of Manage My Day. Users also have the option of defaulting to the Heads Up window instead of Manage My Day for their home page. Preferences are set up at the user level, enabling individuals to alter their Legal Files display to better accommodate their specific daily activities and the way they work. Another user preference is Recent Files. Users may choose to have Legal Files display their most recently accessed files (any number from 9 to 99 on the list). Users can also define their preferences to display or hide the Note Preview Pane on the dashboard. 37 Office of the Corporation Counsel, County of Hawai`i Since everyone works differently, users can also establish their own default searches. The user default search provides users the ability to define their own search criteria so anytime they navigate to that search window, the results of the default search reflect their own criteria. Users may also save other searches, making it easy to search for frequently used information based on their needs. Consequently, if an attorney visits a specific page, the default search will deliver the results that attorney has specified. A paralegal may visit that exact same page, but the results of the default search will be different and depend upon the search criteria that the paralegal has pre-selected. Legal Files provides these preferences to our customers so that the information displayed delivers the information that matters to them. In addition to being able to configure their Manage My Day Screen and save a variety of searches and default searches within the application, users can configure their preferences to determine what information is displayed when a file is viewed. Legal Files has several prebuilt windows that will be used on menu templates. When a user opens a file, basic file information is displayed to the right of the file menu template. This information is typically captured on every file. But the user can determine (on the two boxes that you’ll see on the right side of the screen) what additional information is displayed. Users can set their preferences to display their File Home Index 1 & 2 windows to any of the following options: Assigned Users, File History, Related People, Related Files and Transaction Summary. K. The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully use its features. Legal Files response: Legal Files is a robust, professional case management system. It is reasonably easy to learn and use; however, Legal Files Software, Inc. recommends a serious and disciplined approach to training that is conducted by Legal Files trainers. For this reason, Legal Files Software, Inc. employs full-time certified personnel dedicated to meeting our clients’ training needs. Training is arguably the most important service that Legal Files Software, Inc. provides to its clients since it is during training that your users will gain both the knowledge and confidence needed to successfully adopt their new Legal Files system. Maximum effectiveness and efficiency will only be acquired if management requires all appropriate employees to receive the training and practice necessary to become proficient in the use of the software. A formal training plan will be developed and approved with the project team during the early stages of the project; however, Legal Files training is typically completed in the following separate phases. The pricing section includes the recommended quantity of each of the training sessions and configuration assistance. Project Team/Legal Files Administrative Training and Configuration The first phase will involve all members of the project team and includes both system administration and end user training sessions. These sessions can be held at either Legal Files corporate training facilities or at your own training facilities, provided the project team is isolated from all other responsibilities during training. Legal Files Software, Inc. insists that key employees who will be responsible for the ongoing administration of the Legal Files solution complete administrative training. System administration training will enable your employees to establish system options and preferences. Upon completion of Administrative Training, Legal Files Software, Inc. will provide implementation assistance to help with the initial configuration and rollout of the system. During this time, Legal Files will work closely with your own administrator(s) to facilitate an additional level of knowledge transfer between the parties. The Legal Files project manager and your own system administrator(s) will then work together to 38 Office of the Corporation Counsel, County of Hawai`i configure the system. • Set up case menus • Create custom windows • Establish appropriate user workgroups • Decide and establish system security • Create workflow wizards and triggers • Create document assembly templates This proposal does not include the creation of document assembly templates even though this is generally a part of system configuration. Since there is no way to reasonably know how many different templates would be required, there is no way to estimate the amount of time or effort that this would entail at this time. Legal Files Software, Inc. recommends having one person or a small group of people responsible for this activity; and this topic will be adequately covered during the training sessions. End-User Training When the time comes for your office to “go live” with Legal Files, your implementation training plan will consist of an overview of the system’s essential functions for all staff, combined with individualized training sessions for each employee who will use Legal Files. We recommend that each end-user receive at least one, two-hour “one-on-one” training session facilitated by a Legal Files trainer. People learn Legal Files by using it. And with this training approach, each end-user will get hands-on experience navigating Legal Files as it has been customized for your office and will be better prepared to use the software’s features right away. Additionally, your employees can be provided with an electronic copy of our end-user training manual for future reference upon completion of the training and to reinforce what was covered in their one-on-one training session. Learning is a continuous process. That’s why in the days and weeks immediately after your Legal Files go-live training, your Legal Files trainer will also schedule some additional follow-up trainings in the form of group or individual sessions designed in a Q&A format to allow staff to ask questions and improve their use of Legal Files. Installation Legal Files has bundled all installations in automated routines. The database, web server and associated components, and workstation installations are all automated to save our customers the time and expense of complex, onsite installations. Legal Files support group will provide remote installation support to install Legal Files and necessary components. L. Licensing and any associated fees. Legal Files response: See the Cost Proposal section below for all software licensing and implementation services. M. Computer hardware requirements compatible with Section 1.6 herein. Legal Files response: See Technical Specifications section above. 39 Office of the Corporation Counsel, County of Hawai`i Implementation, Project Management, Training and Ongoing Support 1. A narrative discussion of the conceptual plan, strategies and methodologies of the proposed system and/or software. Legal Files response: Legal Files is a commercial off the shelf (COTS) solution that is browser based and can be installed either on servers on premise in your data center or in the cloud through a third-party hosting provider such as AWS, Azure, etc. selected and controlled by the County. Legal Files Software, Inc. over 30+ years has successfully implemented fully integrated solutions for 1,000+ installations around the world and has been responsible for implementing every customer from our smallest to the largest. Our software is being used by a very diverse set of customers, ranging in size from two to 2,000 users. Our logical program design, intuitive user interface and tremendous customization capabilities enable the application to be “molded” to any organization with case/matter management requirements. Thousands of users in all types of government agencies use Legal Files software every day to store case/matter information and track office workflow. 2. A narrative discussion of services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. Legal Files response: Our service offerings reflect the COTS nature of the Legal Files case management system, and positively impact our approach to project implementations. The most significant feature of our services approach is simplicity. The extensive time and expense requirements typically encountered with implementing a custom-built application simply are not necessary when you select Legal Files as your case management system. You will see this approach detailed below. Legal Files Software, Inc. staff provide professional services for software development, maintenance and support, project management, training, configuration assistance, data conversion and custom development. These services have been provided for 30+ years. Legal Files’ approach to implementing the system is built on more than 30 years of experience installing and configuring the application. Our approach is continually refined to minimize risk and ensure the highest level of customer satisfaction throughout the entire process. The following information provides a well-defined outline of what to expect during the implementation process and how Legal Files will meet our common goal. It should be noted that some of the following steps may not be necessary depending upon your scope of work, while some other (less common) steps may be required. Regardless, Legal Files Software has the experience and expertise to adapt to these changes without issue. Participants/Project Team While it is Legal Files that provides the project plan and completes many of the necessary tasks, it is critical that the customer participates fully throughout the entire project. For that reason, a dedicated 40 Office of the Corporation Counsel, County of Hawai`i project team should be established to provide the required information and complete all tasks needed for a successful installation. This dedicated project team will meet regularly during the implementation to address the business process, administrative, and technical issues that will arise. It is recommended that team members do not change during the project. The project team will consist of a project implementation specialist from Legal Files and a project implementation specialist from the customer’s organization who will have joint responsibility for meeting deadlines and keeping the project on track within their respective organizations. Your Legal Files project implementation specialist will work as your central point of contact for all issues surrounding the implementation. Other people who will be instrumental in the implementation and ongoing operation of the application will also be included on the project team. Throughout the project, the team members will be predominantly involved in: • Sharing their knowledge to help design and configure the new solution. • Reviewing documents to confirm they are accurate and/or will meet needs. • Attending training and knowledge transfer sessions to obtain necessary information to perform tasks for the project or effectively use the new solution once implemented. • Testing the new system to confirm it meets all stated business needs. Effectively participating in each of the above items is critical to the success of the project. If the requirements for the new system are not clearly defined early, a deficiency may not be discovered until late in the project, causing delays and additional costs. Further, the participation of your users will directly affect how the new system is implemented. Legal Files recommends, at a minimum, the following customer personnel for inclusion on the project team: • A customer project implementation specialist – this individual will be the primary point of contact for all matters surrounding the implementation of the system and must have the authority to approve work and accept deliverables. • The primary Legal Files system administrator(s) – this individual(s) will have eventual responsibility for administering the application within the organization and providing assistance to end users. • An information technology representative – this individual will be responsible for implementing all customer policies and procedures during each phase and assist with establishing policies for such items as database backup and network security rights after the system is put into production. • A representative(s) from each department – these individuals must be knowledgeable on the current operations of each department included in the user group and has authority to make decisions on how the system will be configured for their specific needs. Note: The above descriptions are based on responsibilities defined in the project work plan. It is common for one individual to be able to fulfill multiple responsibilities. The time requirements for each project team member will vary, based on the roles and responsibilities assigned. When establishing the project team, it is imperative that each team member is given sufficient 41 Office of the Corporation Counsel, County of Hawai`i time by their supervisors to take on these tasks. Proper project planning, combined with open communication from all team members, will ensure success. Legal Files will also work with you to establish the control procedures necessary to ensure that people working on the project are aware of the correct procedures to be followed. This ensures consistency, while the “flow” of the project is not interrupted by a lack of direction or understanding. The major areas of the project that require effective control are quality, change (scope and requirements), progress and organizational impact. Legal Files and your staff will work together as a team to achieve the primary objective: implementation of the application. To accomplish this, we need a common understanding of what we are trying to achieve, the approach we are taking to attain the desired results, and what role each individual plays in achieving success. Project Initiation Upon initiation of the project, a kick-off meeting will be held with all project team members. The roles and responsibilities of each member will be established, project activities will be reviewed, and the overall project organization and schedule will be formalized. Working with the project team, Legal Files will also submit recommended project control procedures and further define the risks and assumptions that have been made to date. The project control procedures will establish the following: • Quality – the frequency and nature of project activity reviews • Change – the procedure for requesting and tracking changes to the scope and/or requirements • Progress – the frequency and medium of progress reporting • Organizational Impact – the plan for assessing and controlling the impact of the project on the organization The following information provides a well-defined outline of what to expect during the implementation process and how Legal Files will meet our common goal. It should be noted that some of the following steps may not be necessary depending upon your scope of work, while some other (less common) steps may be required. Legal Files has the experience and expertise to adapt to these changes without issue. Project Status Reporting As with any project, periodic assessment is an integral part of the project timeline. At the end of each phase, an assessment will be conducted to document and communicate the results of the current phase, prepare for the next phase and incorporate any comments provided by the project team. This phased assessment provides an opportunity to agree to any revisions to the scope, overall approach and schedule, or control procedures. Installation Legal Files has bundled all installations in automated routines. The database, web server and associated components, and workstation installations are all automated to save our customers the time and expense of complex, onsite installations. 42 Office of the Corporation Counsel, County of Hawai`i A Legal Files help desk specialist will walk your technical representative through the process usually during one telephone call to ensure the application is properly installed. During the installation process, a unique “Site ID” and license code are provided to validate the installation. Requirements/Design Definition/Configuration The Legal Files application can be configured in numerous ways to meet the specific and unique business requirements of your organization, including a flexible file menu structure, hundreds of customizable pick lists and drop-down fields, custom windows and field labels, document forms and more. Legal Files will schedule sessions to work with your subject experts to define business requirements and detailed design information for a logical grouping of business functionality, processes and additional requirements that will impact how the system is configured for use. The information gathered at these preliminary consultations will be used to determine how the application will ultimately be configured. Configuring the software works best when it is a collaborative effort. Our project implementation specialists and trainers will educate your staff on how the software works and what it is capable of, and will guide you through important decision points necessary to configure the software to best meet the specific needs of your organization. 3. A narrative description of an implementation plan upon award of contract, and a plan for project management through hand over of the system and/or software. Legal Files response: Based on known information at this time, Legal Files believes the entire project can be completed in a relatively short period of time. The sample project plan is designed to provide scope of the tasks for the project and deliverable dependencies. The dates indicated are not presumed to be accurate as they depend on numerous external variables including but not limited to previous personnel commitments and other projects driving the development and operational schedules. Accurate dates for deliverables will be determined based on the completion of previous deliverables as defined in the project plan. Week of Project Deliverable Task Resource Planning Stage Week 1 Contract Award Awarding of Contract Client Week 2-3 Project Kick-Off Meeting Project Management LFS & Client Project Team Week 2-5 Delivery of Software Technical Support Legal Files Installation Technical Support LFS & Client IT Delivery of Documentation Technical Support Legal Files Development Stage 43 Office of the Corporation Counsel, County of Hawai`i Week 3-6 Database provided by client for review and confirmation of Level of Effort to convert by LFS Conversion LFS & Client Requirements Gathering Implementation/Project Management LFS & Client Project Team Training Plan Project Management LFS & Client Project Team Week 7-12 Project Team-Admin. Training Training LFS & Client Admin Users Requirement Gathering Data Mapping for Custom Conversion and Laserfiche integration Implementation/Project Management LFS & Client Admin Users Configuration and Implementation Assistance Implementation/Project Management LFS & Client Admin Users Week 13 Data Mapping Sign-off Project Management Client Week 14-26 Custom Conversion and Laserfiche integration Coding Development LFS Acceptance Stage Week 27 Custom Conversion Review and Laserfiche integration testing Project Management Client Week 29 Custom Conversion and Configuration Adjustments Development Legal Files Final Configuration Adjustments Implementation/Project Management LFS & Client Final Installation Installation LFS & Client Week 32-35 End User Training Training LFS & Client End Users Post-Implementation Support LFS & Client Custom projects, such as data conversions and integrations, are queue based, meaning that the project first in the queue is worked on first. This approach provides a level field among custom projects but makes it difficult to predict dates. Legal Files is confident that it can deliver the proposed solution and provide the necessary assistance to ensure a successful implementation. Our experience and approach ensure a low-risk project within a relatively short implementation timeframe, all at a reasonable cost to your organization. 44 Office of the Corporation Counsel, County of Hawai`i Each project phase produces specific deliverables. A list of these deliverables/milestones follows: Sample List of Deliverables/Milestones ✓ Project Kick-Off ✓ Project Plan ✓ Installation of the Software ✓ Delivery of the Standard Documentation ✓ Project Team-Admin Training ✓ Configuration of the Software ✓ Training Plan ✓ Data Mapping Report for each Conversion/Integration ✓ Custom Data Conversion for each Conversion ✓ Laserfiche Integration ✓ End User Training-One on One Training ✓ Ongoing Maintenance and Support ✓ Follow up Training 4. Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. Legal Files response: Legal Files Software, Inc. offers the experience and capabilities to successfully implement, install and help integrate your new Legal Files system into your existing environment. Additionally, we offer in-house, full-time trainers who will be responsible for providing end user, administrative user and, if needed, technical training. Legal Files trainers have a long, proven history of training users at all levels of computer efficiency and achieving an extremely high adoption rate. A formal and customized training plan, developed in concert with the entire project team, will ensure a smooth transition to your new Legal Files system. Legal Files training department also offers yearly “New Features Training” to ensure that your staff members stay up to date. After implementation, training for new users may be scheduled at your convenience. Support Documentation Legal Files publishes and maintains an extensive support library which it considers to be confidential and proprietary. Customers who are current with their maintenance and support program may access, download and copy (for internal purposes only) this information at any time from our online Customer Resource Center. Available information includes current and past issues of Hints & Helps, our help desk publication; build notes; all training manuals and videos; and other documentation. An online Help section within the program offers extensive information on various features, their location within the application, and how users can access and leverage those features. Users can access this information through the contents, index or search tabs. Enhancements and Product Updates Legal Files is a mature application; however, as with any software program, no amount of product testing and quality assurance will catch every software “bug.” As a result, Legal Files releases periodic software fixes to address issues that are discovered by internal staff or reported through the help desk. These fixes are distributed via email to all customers as part of the maintenance program, and at no 45 Office of the Corporation Counsel, County of Hawai`i additional charge. In addition, Legal Files continuously adds functionality to the application to provide the latest in technological advances and fulfill requests from our customers. All requests for enhancements are prioritized based upon the potential benefit to the largest number of customers. Once prioritized, the requests are given to the development staff where a development plan and schedule is established. Legal Files averages one major release each year. 5. Describe the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. Legal Files response: As mentioned previously, all customers (as part of the annual software subscription) are offered the maintenance and support program to ensure that you receive regular software upgrades and unlimited Legal Files help desk support. The maintenance and support program is part of the software subscription. Legal Files provides support for problems or questions relating to our software: telephone and email user support for everyday “how to” questions, telephone and email technical support for “talk through” system maintenance, and technical support for “walk through” system administration. Help Desk We do not use a call center or offshore subcontractors to provide support. All support is provided by Legal Files employees based in our Springfield, Illinois, office. Our full-time help desk team members offer extensive, proven experience and prompt, personal service. When necessary, the Legal Files Help Desk team can also access the user’s desktop via a secure web connection, using products such as GoToAssist/Fastsupport. This type of support enables the Help Desk team to see first-hand any issues that the user is experiencing and, in the vast majority of cases, helps provide resolution in a matter of minutes. Legal Files support is available Monday through Friday from 8 to 5 CST. Other times, such as after-hours support, by appointment. Our Help Desk system is designed to conform to our goal of answering each help call as it is received. However, any question that cannot be resolved will immediately be assigned to appropriate person or department. All support queries follow the same problem management escalation procedure: Level Description Initial Response Status Update 1 A problem with the software, which renders it inoperative or causes a significant and ongoing interruption to the customer’s business activities. 2 hours Daily until workaround or correction available. 2 A problem with the software, which degrades or disrupts operation, but does not cause a significant and ongoing interruption to the customer’s business activities. 4 hours Every two days until workaround or correction available. 3 A problem with the software, which has only a minor impact on the customer’s business activities, or for which an acceptable workaround is readily available. 1 day As necessary or upon request. 46 Office of the Corporation Counsel, County of Hawai`i F/S MONOGRAM 4 General questions, suggestions and feedback pertaining to use and operation of the software. 2 days As necessary or upon request. 6. Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Legal Files response: Resumes for Legal Files’ team members who may be assigned to this project follow. Final assignments will be made upon contract award. All are full-time employees of Legal Files Software, Inc. Bryan Horsch Project Implementation Specialist Expertise: • Implementation and development of timesensitive project plans • Multi-location project implementations Mr. Horsch is highly experienced in the use of instructional design and project management methodologies to implement scalable software solutions. Well versed in training for a wide range of learning styles, his expertise also includes the design of individual, distance/web based or classroom training materials. Mr. Horsch offers skill in managing the challenges, risks and benefits associated in both individual and collaborative team environments. Relevant Project Experience 47 Office of the Corporation Counsel, County of Hawai`i involving eight to 450+ users • Conversion oversight of critical customer data to Legal Files environment • Design and implementation of custom reporting solutions • Distance based, classroom and individual training • Internal quality assurance testing Education: • B.S., Instructional Design and Technology, Western Illinois University (2001) • Florida Attorney General, multiple locations. As a key part of this large-scale software implementation project, Mr. Horsch was responsible for providing configuration assistance and project management. Along with Legal Files training staff, he conducted onsite user training for approximately 100 people at four locations. He oversaw the in-house development effort providing custom programming services for a data conversion from the 20-year-old system, which also included data mapping, testing and review. • Halifax Regional Municipality Legal Services, Halifax, NS. Managing installation assistance, project management, onsite administrative user training, and onsite end user training for this publicsector project, Mr. Horsch also directed the custom programming services to successfully migrate data from three legacy applications. Mr. Horsch provided industry best-practice business processes which substantially improved file and case management efficiency for the agency. • City of St. Paul, St. Paul, MN. After Legal Files Software, Inc. was awarded the contract to provide a case and matter management application, Mr. Horsch administered the overall project implementation, including system administrative training and configuration assistance; project sessions, management and data mapping; end user training; and customized programming for a data conversion. • Cook County Sheriff’s Office, Chicago, IL. Legal Files Software, Inc. was awarded the contract for this project after Cook County officials evaluated the company’s response to a formal request for proposal to provide a litigation management software system and related services to the Cook County Sheriff’s Office. Mr. Horsch was responsible for overall systems implementation, training and project management services, helping to achieve the project’s primary objectives to 1) streamline the department’s core legal management processes; 2) improving attorney and staff overall productivity; and 3) streamlining the management of documents and information related to the legal department. • Mitsubishi Motors North America, Cypress, CA. Mr. Horsch directed the implementation of Legal Files in Mitsubishi’s corporate legal department, having overall responsibility for the success of this project. His responsibilities also included overseeing custom programming for a data conversion from a legacy contract management system. • Uline, Pleasant Prairie, WI. Leading the Legal Files implementation project for North America's leading distributor of shipping, packaging and industrial supplies, Mr. Horsch assisted the department in leveraging Legal Files’ flexibility to better manage all types of legal documents and matters the department handles, providing installation assistance, project management and training. 48 Office of the Corporation Counsel, County of Hawai`i F/S MONOGRAM Dave Reiher Project Implementation Specialist Expertise: • 25+ years of customer service experience • 20+ years of application development experience • Large-scale, multilocation project implementation • Management of custom programming and data conversion projects • Project & program management • Workflow and requirements analysis • Custom report creation • Configuration and testing • Administrative and enduser training Mr. Reiher has served as the primary technical point of contact for numerous projects during his many years with the company. He spent five of those years as the manager of Legal Files’ technical support team. In this role, he was responsible for technical support and installations of the Legal Files software. In his current role, his responsibilities include requirements analysis, implementation, configuration, customization and testing of Legal Files Software for various customer projects. Relevant Project Experience NASA Mr. Reiher served as the Legal Files project lead involving this 200-user implementation. The complexity of this project included over a dozen different data conversions. Each NASA location contained their own system that needed to be converted into Legal Files. Legal Files provided a consolidated centralized system that brought a dozen different satellite offices into one. Mr. Reiher had the primary responsibility for educating a key group and working with them on configuring the system and mapping data from legacy systems to Legal Files. He also coordinated all end user training and educated all Legal Files training staff on the training outline and plan. Burg Simpson, multiple locations. Mr. Reiher served as the Legal Files technical contact involving this 100+ user implementation. In addition to implementation support related services, Mr. Reiher’s responsibility also included coordinating configuration/distribution of the firms replicated database and document storage to the main site as well as off-site locations. He also had the primary responsibility for configuring data replication utilities based on the client’s requirements. Mr. Reiher also communicates with key personnel at the firm to create more efficient processes. Chicago Mercantile Exchange - CME Group. Along with software installation, Mr. Reiher also did extensive planning and work to assist CME in replicating data and configuration to provide UAT, QA and DR environments. He was responsible for tracking any workflow issues and providing assistance and finding solutions. Mr. Reiher also oversaw the successful implementation/support of a custom data feed for this 170-user system. Fidelity National Title Group, multiple locations. 49 Office of the Corporation Counsel, County of Hawai`i This 280-plus user project included the planning, installation and configuration for development, user acceptance and production environments. Mr. Reiher served as a point of contact throughout the implementation. State Farm Insurance, multiple locations. Designated as the main point of contact for any required technical or workflow assistance, Mr. Reiher was also responsible for monthly teleconferences to address any questions, concerns or comments from users at all levels across the organization. Michigan Attorney General, multiple locations. For this long-time Legal Files customer with 500 plus users, Mr. Reiher served as a point of contact during environment migrations as well as custom feed implementations. 50 Office of the Corporation Counsel, County of Hawai`i F/S MONOGRAM Kevin Ryan Project Implementation Specialist Expertise: • Data analysis and conversion • Project management • Workflow review and process improvement Education: • B.S., Actuarial Science - Mathematics, Bradley University (2009) Technical knowledge: • Microsoft Suite - Word, Excel, Access, PowerPoint • Reporting - Crystal Reports, Power BI • Programming - SQL, Java, C++ Mr. Ryan is responsible for the implementation and configuration of Legal Files Software for new customers and training the end users on its functionality and best practices. He also has experience with custom reports and data conversions. Relevant Project Experience • Dallas County District Attorney’s Office, Dallas, TX. Mr. Ryan served as the project lead for all requirements gathering, administrative training, application configuration and training plans for four departments at the District Attorney’s Office (70+ total users). He collaborated with each of the divisions to ensure their needs were met and fit within the larger scope of the county’s operations. • Baptist Health Care Corp., Pensacola, FL. For this not-for-profit health system, Mr. Ryan coordinated with the legal team to customize Legal Files to suit their specific workflows. The documents and contracts they process contain highly sensitive data which Mr. Ryan was able to set up for them with the proper security permissions and safeguards. • Calumet County, Chilton, WI. Mr. Ryan worked with the corporation counsel from Calumet County to convert their prior software to Legal Files. In this conversion, he streamlined the department’s workflows and helped eliminate several redundant processes. Mr. Ryan’s guidance and training resulted in greater efficiency of the legal team’s case handling and allowed for new detailed reporting for management to review. 51 Office of the Corporation Counsel, County of Hawai`i F/S MONOGRAM Dale Lowrance Director of Implementation Services Expertise: • Large-scale, multi-location project implementations • Management of custom programming and data conversion projects • Project & program management • Workflow and requirements analysis Education: • M.S., Technical Management, University of St. Francis (2002) • B.S., Workforce Education and Development, Southern Illinois University (1998) Technical knowledge: • Programming languages - TSQL, BASIC, Assembly • Database/data structures - SQL, ISAM • Microsoft products - Office, Project, SharePoint, Visio • Specialty products - Crystal Reports, FTP, Kermit Operating systems - Windows 2xxx, XP, Windows 7, Server 200x, Open VMS, UNIX. In his current role at Legal Files, Mr. Lowrance is responsible for the overall customer experience for every major project involving the installation/implementation of Legal Files Software. Relevant Project Experience • Michigan Attorney General, multiple locations. Mr. Lowrance served as the project lead for all requirements gathering, administrative training, application configuration and training plans for this 590-user implementation across multiple in-state locations. He conducted administrative training and supervised a team of Legal Files trainers for additional rollout end-user training. Additionally, Mr. Lowrance designed and mapped 11 separate data conversions, as well as several data integration projects and reporting solutions for this Legal Files customer. • Liberty Mutual, multiple locations. Liberty Mutual first became a Legal Files customer when Legal Files Software, Inc. completed a project that involved 75 offices and 1,800 users in 2002. When Liberty Mutual decided in late 2009 to convert all users to Legal Files’ web/browser application, Mr. Lowrance provided project management and collaborated with in-house software development specialists to design and develop specific functions within the system to meet the needs of Liberty Mutual’s business processes. • Edward Jones, St. Louis, MO. Mr. Lowrance served as the program manager for this implementation which eventually involved 227 users. The initial installation involved the company’s complaint department which also included a data conversion from a main frame DB2 database. A detailed proof of concept was successfully accomplished before the initial installation. Phase 2 and 3 of the project involved replacing ProLaw for users in the general counsel area. 52 Office of the Corporation Counsel, County of Hawai`i F/S MONOGRAM John Mitchell Data Conversion/Integration Specialist Senior Developer Expertise: • Conversion of data across various databases on different platforms • Design and implementation of external integration components • Configuration, maintenance, monitor, benchmark and troubleshoot backend databases including Oracle, Sybase, and SQL Server Technical knowledge: • DBMS - Oracle, SQL Server, DB2, SYBASE • O/S’s - DOS, MPE, MVS, Unix, Windows • Technologies - SQL, HTML, CSS, JavaScript, jQuery, C, C#, VB, Java, JSP, Crystal Reports, and SRSS • Development Tools – Visual Studios, Eclipse, ANT Education: • A.A.S., Computer Information Science, Denver Technical College (1993) Since 2003, Mr. Mitchell has played a critical role at Legal Files, writing custom programs to convert new customers’ data from their existing system(s) to their Legal Files database. Mr. Mitchell has been responsible for delivering an average of 28 custom projects each year since 2006. These projects include customer specific database triggers, custom reports, utilities to streamline tasks, data conversions and complex system integrations. He is also responsible for the analysis, design and development of enhancements to the Legal Files Web interface and Microsoft Office integration. Relevant Project Experience • Michigan Attorney General, multiple locations. Mr. Mitchell was responsible for the coding and testing of 12 successfully implemented data conversion and 10 various data utilities. • Nationwide Insurance, multiple custom projects. This project began with detailed specification documents provided by the customer and our project staff for the different custom projects. Mr. Mitchell was responsible for the coding and testing of a significant data conversion project along with various data utilities. Mr. Mitchell also built a custom allocation project that allocated the appropriate funds by case on a quarterly basis. Additionally, a PDF plugin for the Nuance product was also created and implemented. • Various government and public sector customers. Mr. Mitchell has successfully implemented various “Web Forms” for multiple customerspecific applications. In general, these projects allow the public to request information and/or initiate internal processes via a “Web Forms” interface with integrations into internal applications and Legal Files. 53 Office of the Corporation Counsel, County of Hawai`i 7. Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. Legal Files response: As mentioned previously, Legal Files will be installed either within your data center or a third-party hosting provider selected and controlled by your IT department so testing of Legal Files in your environment will be completed internally. Additionally, when a release is available to customers the software is not upgraded automatically, and it is scheduled with the customer’s involvement. A typical server-side upgrade takes less than three hours. Please keep in mind that Legal Files is not custom software; that Legal Files Software, Inc. is not building a customized solution specifically for the organization. Though highly customizable with functions within the software, Legal Files is a commercial, off-the-shelf (COTS) application. That said, every Legal Files release is thoroughly tested in separate and distinct pre-alpha, alpha and beta phases before general release. This means that the release successfully meets or exceeds all the criteria for each phase before the next phase of testing begins. Any issues or concerns are promptly addressed as they arise, not at the conclusion of the process. Additionally, Legal Files Software, Inc. maintains its own testing laboratory and state-of-the-art diagnostic equipment on-site. We rigorously test capacity and performance criteria, ensuring that each release optimally functions in a real-world environment. Legal Files has included two different test environments so even after general release of the software it can first be loaded into the test environment for internal testing against the department’s use cases. This would happen before rollout to the production environment. 8. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. Legal Files response: Legal Files is a robust, professional matter management system. It is reasonably easy to learn and use; however, Legal Files Software, Inc. recommends a serious and disciplined approach to training that is conducted by Legal Files trainers. For this reason, Legal Files Software, Inc. employs full-time certified personnel dedicated to meeting our clients’ training needs. Training is arguably the most important service that Legal Files Software, Inc. provides to its clients since it is during training that your users will gain both the knowledge and confidence needed to successfully adopt their new Legal Files system. Maximum effectiveness and efficiency will only be acquired if management requires all appropriate employees to receive the training and practice necessary to become proficient in the use of the software. A formal training plan will be developed and approved with the project team during the early stages of the project; however, Legal Files training is typically completed in the following separate phases. The pricing section includes the recommended quantity of each of the training sessions and configuration 54 Office of the Corporation Counsel, County of Hawai`i assistance. Project Team/Legal Files Administrative Training and Configuration The first phase will involve all members of the project team and includes both system administration and end user training sessions. These sessions can be held at either Legal Files corporate training facilities or at your own training facilities, provided the project team is isolated from all other responsibilities during training. Legal Files Software, Inc. insists that key employees who will be responsible for the ongoing administration of the Legal Files solution complete administrative training. System administration training will enable your employees to establish system options and preferences. Upon completion of Administrative Training, Legal Files Software, Inc. will provide implementation assistance to help with the initial configuration and rollout of the system. During this time, Legal Files will work closely with your own administrator(s) to facilitate an additional level of knowledge transfer between the parties. The Legal Files project manager and your own system administrator(s) will then work together to configure the system. • Set up case menus • Create custom windows • Establish appropriate user workgroups • Decide and establish system security • Create workflow wizards and triggers • Create document assembly templates This proposal does not include the creation of document assembly templates even though this is generally a part of system configuration. Since there is no way to reasonably know how many different templates would be required, there is no way to estimate the amount of time or effort that this would entail at this time. Legal Files Software, Inc. recommends having one person or a small group of people responsible for this activity; and this topic will be adequately covered during the training sessions. End-User Training When the time comes for your office to “go live” with Legal Files, your implementation training plan will consist of an overview of the system’s essential functions for all staff, combined with individualized training sessions for each employee who will use Legal Files. We recommend that each end-user receive at least one, two-hour “one-on-one” training session facilitated by a Legal Files trainer. Since people learn Legal Files by using it, our training approach provides that each end-user receives hands-on experience navigating Legal Files as it has been customized for your office. Consequently, everyone is better prepared to use the software’s features right away. Additionally, your employees can be provided with an electronic copy of our end-user training manual for future reference upon completion of the training and to reinforce what was covered in their one-on-one training sessions. Learning is a continuous process. That’s why in the days and weeks immediately after your Legal Files go-live training, your Legal Files trainer will also schedule some additional follow-up trainings in the form of group or individual sessions designed in a Q&A format to allow staff to ask questions and improve the use of Legal Files. 55 Office of the Corporation Counsel, County of Hawai`i System Reporting, Data Migration and Integration Legal Files response: See the functional section above for details on reporting, migration and integration. Cost Proposal Legal Files response: Legal Files Software, Inc. is pleased to present the Legal Files Case and Document Management System to the County of Hawai’i Office of the Corporation Counsel. Below is a summary of the costs the organization could expect to incur during the implementation of Legal Files, assuming 40 user licenses are acquired. All implementation services and training including a data conversion are based on a per hour charge. Software and Support Subscriptions Description Quantity Cost Legal Files License Subscription Includes: 40 Named User Licenses, Office and Acrobat Integrations, two test environments, and a production environment. 40 Named User Licenses $2,970/Month Maintenance and Support Subscription Included Included Annual Software Subscription Total: $35,640.00* * Software Subscription Billed Annually. Implementation and Training Services Description Unit Price Quantity Extended Project Sessions, Management and Data Mapping $200/hour 60 $12,000.00 Admin Training and Configuration Assistance $200/hour 30 $6,000.00 Custom Data Conversion from Laserfiche “Best Guess Estimate” Assumes Source File is a Microsoft SQL database and based on Addendum 2 $200/hour 90 $18,000.00 Custom Integration with Laserfiche using Document Insert API call to LASERFICHE API “Best Guess Estimate” Assumptions: Connection between Legal Files web server and Laserfiche webserver is established and available Develop an integration to Laserfiche API for purpose of inserting final documents. Flag on the document profile in Legal Files indicating that document will be pushed to Laserfiche. Uni-directional integration, $200/hour 190 $38,000.00 56 Office of the Corporation Counsel, County of Hawai`i no return data elements. End User and Follow Up Training $200/hour 80 $16,000.00 Installation – (8 Hours) $200/hour 8 Included Implementation and Training Services Total (one-time fees): $90,000.00 Project Subtotal for Year 1: $125,640.00 Hawai’i General Excise Tax of 4.7120% $5,920.16 Project Total Year 1: $131,560.16 Optional Software & Services Description Annual Cost Additional Legal Files User License $795/user Admin-End User Training Session $200/hour Legal Files iOS application for iPhones (includes 5 licenses) $1,495.00 Additional iOS user licenses for iPhones $295/user Legal Files Legal Request Module $6,400.00 e-Discovery Download Module $6,400.00 Legal Files Portal License Fee $395/user Legal Files Client Portal License Fee $495/user Custom Report Writing $200/hour Custom Programming Services $200/hour 57 Office of the Corporation Counsel, County of Hawai`i Legal Files Standard License Agreement (EULA) and Exceptions Exceptions to General Terms and Conditions • Section 10.7, page 39 – Strike this section, we do not agree to liquidated damages clauses. • Section 11.3, page 42 – Strike this section. We offer a COTS package, our software and documentation are licensed and not sold, and we do not do “work for hire.” Any work product from this contract will be licensed for use by the county, no title or ownership rights will be transferred. • Section 12.11, subsection (a), page 53 – Stike this portion of the last sentence in this section “…and shall be liable for excess costs incurred in procuring similar goods or services.” This is too broad and not consistent with industry standard software contracts. • Section 12.12, subsection (c), page 54 – Strike this section. As stated in the response to Section 11.3, our software and documentation is licensed for use, not sold. Additions End User License Agreement This End User License Agreement (this “Agreement”), effective as of the date of last signature below (the “Effective Date”), is entered into by and between Legal Files Software, Inc. (“Licensor”), an Illinois corporation, and the “Customer” identified below. I. CUSTOMER INFORMATION Full Legal Name: ______________________________________________________ Billing Address: ___________________________________ ______________________ _____________ Primary Contact: ____________________________ Email: ____________________ Phone: ______________________ Billing Contact: _____________________________ Email: ____________________ Phone: ______________________ II. TERMS AND CONDITIONS The Agreement consists of this cover page and the following Exhibits attached hereto, and incorporated herein by this reference: Exhibit A: General Terms and Conditions Exhibit B: Services and Support Policy Exhibit C: Order Form III. SIGNATURE BLOCK All software is licensed and services are provided subject to and in accordance with the provisions of this Agreement. Each party, by the signature of its authorized representative below, acknowledges that it has reviewed and understands, and agrees to be legally bound by the provisions of this Agreement. 58 Office of the Corporation Counsel, County of Hawai`i Customer: By: ______________________________________ Name: ___________________________________ Title: ____________________________________ Date: ____________________________________ Legal Files Software, Inc.: By: ______________________________________ Name: ___________________________________ Title: ____________________________________ Date: ____________________________________ Exhibit A General Terms and Conditions 1. Overview. These General Terms and Conditions for the End User License Agreement (“Agreement”) set forth the terms on which, pursuant to the Order attached hereto as Exhibit C and any subsequent orders placed by Customer and accepted by Licensor (each an “Order”), Licensor shall provide Customer with: (a) a subscription-based license to use the Licensor software applications, modules, and associated content (“Software”) identified in and licensed to Customer under a corresponding Order; and (b) maintenance and technical support, installation, training, data conversion, and other professional services (“Services”) provided or made available by Licensor to Customer in connection therewith. 2. License. Subject to the provisions of this Agreement and the corresponding Order, Licensor grants Customer a subscriptionbased, non-exclusive, non-transferable, non-sublicensable license to: (a) install a single production instance of the Software in accordance with the Documentation and in compliance with all applicable laws (unless additional production or non-production instances are expressly identified in and licensed under the Order) on Customer’s compatible computer systems located on Customer’s premises or at a third party hosting facility in accordance with the “Hosting” section below; (b) make the Software available for use by up to the number of named (i.e., non-concurrent) individual employees and contract staff of Customer and its wholly-owned subsidiaries for which Customer has paid the applicable license fees (“Users”); and (c) make a single copy of the Software solely for back-up purposes. Customer’s license is strictly limited to installation and use of the Software for Customer’s internal business purposes, in accordance with Licensor’s then-current online help manual and end user documentation for the Software (“Documentation”), and subject to any additional requirements set forth in the Order. 3. License Restrictions. Customer shall not, nor shall Customer authorize or permit any other person or entity to: (a) use or make the Software available for use by non-Users, or in excess of the Users for which Customer has purchased licenses; (b) allow User credentials to be shared or used by more than one individual (except for Customer’s bona fide, non-temporary transfer of credentials from one individual to another in connection with a User’s re-assignment, departure, or similar event); (c) sublicense, lease, rent, loan, distribute, publicly display, publicly perform, transfer, or otherwise make the Software or Documentation available for use by third parties; (d) modify, adapt, alter, translate, or create derivative works of the Software or Documentation; (e) merge the Software with any other software; (f) use the Software in or as part of a service bureau, timesharing, or outsourcing capacity, including acting as an ASP, host or data processor for any third party; (g) reference, rely upon, study, or otherwise use the Software or Documentation to develop a similar, alternative, or competing product or service; (h) use or distribute the Software in violation of any import, export, re-export or other applicable laws or regulations; (i) attempt to deactivate, bypass, or otherwise circumvent the license keys or other security measures for the Software; (j) remove or obscure any copyright or other proprietary rights notices, trademarks, logos or trade designations for the Software or Documentation; or (k) reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code for the Software. 4. Installation; Updates. After receipt of the required up-front payment under the corresponding Order, Licensor shall make the Software available to Customer for remote download from Licensor’s customer portal or via other mutually acceptable means. During the term of Customer’s maintenance and technical support subscription under the corresponding Order, Licensor shall make available to Customer bug fixes, service packs, updates, and upgrades for the Software that Licensor issues for general availability release (“Updates”) in the same manner. Updates do not include separately licensed applications, modules, 59 Office of the Corporation Counsel, County of Hawai`i or content, or new versions incorporating platform upgrades or substantial additional functionality that Licensor makes generally available for an additional or separate license fee. All Updates are licensed to Customer as part of the Software under and subject to the license and other provisions of this Agreement and the corresponding Order. 5. Maintenance and Support; Additional Services. During the term of Customer’s maintenance and technical support subscription under the corresponding Order, Licensor shall (a) provide maintenance and technical support for the Software as provided in the Order, (b) if purchased by Customer, provide managed services for Customer’s on premise or hosted installation of the Software, and (c) make available for purchase by Customer any additional installation, training, data conversion, and other Services that Licensor makes generally available to licensees of the Software. All such Services are provided subject to and in accordance with this Agreement and Licensor’s Services and Support Policy, the most current version of which is attached hereto as Exhibit B. Customer acknowledges that Licensor is responsible only for those Services documented and within scope of the Order. Any additional or out-of-scope Services requested by Customer shall be subject to Licensor’s availability and Customer’s payment of the additional corresponding fees and charges. Licensor reserves the right to suspend performance of Support and other Services if Customer is delinquent in payment or otherwise in material breach of its obligations hereunder. 6. Hosting. Customer may, at its option and expense, install the Software on computer systems that are hosted for Customer at one or more United States data centers by a reputable third party hosting provider, provided that (i) Customer notifies Licensor of the hosting arrangement and obtains Licensor’s email or other written consent (not to be unreasonably withheld), (ii) the hosting provider is not a direct competitor of Licensor, (iii) the Software is made available solely for Customer’s use under and in accordance with the license, license restriction, and other provisions of this Agreement, and (iv) Customer enters into an appropriate agreement with the hosting provider that supports Customer’s compliance with the foregoing requirements. As between the parties, Customer is solely responsible for any Software hosting arrangement, including for contracting with, complying with the terms, and paying the fees and charges of the hosting provider. Licensor assumes no responsibility or liability for the hosting infrastructure, or the availability, security, or operation thereof, even if Licensor facilitates the hosting arrangement or provides managed services for Customer’s hosted Software installation. 7. Customer Responsibilities. Customer is responsible for: (a) assigning qualified personnel to coordinate with Licensor regarding Services and manage Customer’s responsibilities as outlined in this Agreement and the corresponding Order; (b) procuring, installing and maintaining all client-side equipment and third-party software, and peripherals required to install and use the Software, including operating system and browser software and network connectivity meeting Licensor’s then-current system requirements; and (c) the accuracy, quality, integrity, reliability, and suitability of all data that Customer inputs, processes or stores using the Software, including securing all necessary licenses and permissions therefor (it being understood that Customer shall at all times remain the primary custodian and record keeper of its data); (d) creating a restore point for its systems and backing up all data; (e) adopting reasonable measures to safeguard Customer’s facilities, systems and network; and (f) performing any other Customer responsibilities identified in this Agreement or the applicable Order. 8. Pricing and Payment. All Software and Services are billed at the pricing and in accordance with the payment schedule set forth in the corresponding Order, or if no pricing or payment terms are specified, at Licensor’s then-current pricing with payment due net 30 days after the date of invoice. Licensor reserves the right to require a retainer in advance of any larger projects. All amounts are stated and payable in U.S. Dollars, and, except as otherwise expressly stated herein, are nonrefundable. The fees are exclusive of any taxes or duties associated with the Software and Services, however designated or levied in any jurisdiction by any taxing authority. Customer is solely responsible for all such taxes and duties, excluding taxes based on Licensor’s net income. The fees are exclusive of travel, meals, lodging and expenses for on-site services, which shall be invoiced by Licensor as incurred and reimbursed by Customer net 30 days after the date of invoice. Licensor reserves the right to charge interest on overdue amounts at the lesser rate of 1.5% per month (18% per annum), or the maximum rate permitted by applicable law, accruing from the due date until the date paid. In the event any amount owed by Customer requires collection efforts, Customer agrees to reimburse Licensor for all reasonable costs of collection. 9. Term; Termination. (a) Term of Agreement. This Agreement shall commence on the Effective Date and continue in full force and effect for so long as Licensor provides any Software or Services to Customer under one or more Orders, unless otherwise terminated as set forth herein. (b) License and Support Term; Renewal. The term of Customer’s Software license and associated Software maintenance and technical support subscription is as set forth in the corresponding Order. Unless otherwise expressly stated in the Order, subscriptions are billed annually in advance at Licensor’s then-current pricing, and shall automatically renew on an annual basis, unless either party provides at least 60 days’ prior written notice of non-renewal. If Customer allows subscriptions to 60 Office of the Corporation Counsel, County of Hawai`i lapse, Licensor reserves the right to condition reinstatement on payment of fees for back subscription fees and charges, as well any professional services required to bring Customer’s configuration current. (c) Termination. Either party may terminate this Agreement and/or any Order: (i) if the other party materially breaches this Agreement or the Order (including non-payment) and fails to cure the breach within 30 days (or 15 days for non-payment) after receiving written notice thereof; (ii) if the other party becomes or is declared insolvent, makes a general assignment for the benefit of creditors, suffers a receiver to be appointed for it, enters into an agreement for the composition, extension, or readjustment of all or substantially all of its obligations, files a voluntary petition in bankruptcy, or has an involuntary petition in bankruptcy filed against it, which petition is not dismissed with prejudice within 60 days after the filing thereof; or (iii) for any other basis expressly set forth in the applicable Order. Termination does not relieve Customer of its obligation to pay for all Software and Services ordered prior to termination. (d) Effects of Termination. Upon the expiration or termination of this Agreement and/or Customer’s Software licenses under a corresponding Order for any reason: (i) Customer’s license to the Software shall automatically and immediately terminate; (ii) Customer shall immediately discontinue all use of the Software and shall promptly (within 5 days) uninstall and remove any remnants of the Software and Documentation from its computers, network, and systems, and destroy (or return to Licensor) all tangible copies of the Software and Documentation in its possession; and (iii) Customer shall pay all amounts due and owing to Licensor. Sections 3, 9, 12, 13, 14, 15, 16, 18 and 19, and any other provisions of this Agreement which by their terms or nature are intended to survive, shall survive the expiration or termination of this Agreement for any reason, and shall be binding on and inure to the benefit of the parties and their respective successors and permitted assigns. 10. Software Warranty. For a period of 90 days after the date the Software is first made available to Customer for installation (or with respect to a later, separately purchased application or module not provided as an Update, the date such separately purchased application or module is first made available to Customer for installation), Licensor warrants that the Software (or such separately purchased application or module), when properly installed and used by Customer in accordance with this Agreement, shall operate in all material respects in accordance with the technical specifications set forth in Documentation. The foregoing warranty is subject to Customer notifying Licensor promptly, and in any event within 30 days after discovery of the nonconformity, of a breach of the foregoing warranty, and providing all information and assistance reasonably requested by Licensor in connection therewith. Upon receiving such timely notice, as Licensor’s entire obligation and Customer’s sole and exclusive remedy, Licensor shall provide a workaround for or otherwise remedy the nonconforming Software at no additional charge to Customer, or if Licensor is unable to do so within 60 days after receipt of Customer’s warranty claim, accept return of the nonconforming Software in exchange for a refund of the corresponding Software license fees paid. 11. Services Warranty. Licensor warrants that it shall perform the Services in a professional and workmanlike manner, consistent with generally accepted industry standards and practices. The foregoing warranty is subject to Customer notifying Licensor promptly, and in any event within 30 days after the date of performance of the nonconforming Services, of a breach of the foregoing warranty, and providing all information and assistance reasonably requested by Licensor in connection therewith. Upon receiving such timely notice, as Licensor’s entire obligation and Customer’s sole and exclusive remedy, Licensor shall use commercially reasonable efforts to remedy the nonconforming Services at no additional charge to Customer. 12. Exclusions. The Software and Services warranties exclude, and Licensor assumes no obligations or liability under warranty, support, or otherwise for: (i) problems caused by misuse, neglect or abuse of the Software; (ii) modifications to the Software or to Customer’s database structure not made or approved by Licensor; (iii) failure to install and use the most current release of the Software or the immediately prior release, or to implement Updates, recommendations or solutions previously supplied or made available by Licensor; (iv) Customer’s network, firewall, systems, hardware, third party software, or data, including a decision to operate on a system incompatible with the then-current system requirements for the Software; (v) back-up, replication or recovery of files or data, including corruption or loss of data or Software due to Customer hardware failure or fault (although Licensor shall use reasonable efforts to assist if such problems arise); or (vi) Customer’s failure or delay to perform its responsibilities, acts or omissions of third parties, telecommunications failures, or force majeure or other events beyond Licensor’s reasonable control. Licensor reserves the right to charge at its then-current rates for time spent responding to, investigating, or resolving out-of-scope warranty and support requests. 13. Customer Responsible for Legal Services. The Software is intended for use by qualified legal professionals in connection with case management and related activities. Licensor does not provide legal advice, and neither the Software nor the Services should be viewed or relied upon as a substitute for the counsel and independent judgment of an attorney or other legal professional. Customer is solely responsible for its provision (or receipt) of legal services, and for its selection and use of the Software and Services in connection therewith. Customer shall indemnify, defend and hold Licensor harmless from and against any and all claims, demands, suits, damages, losses, liabilities, costs and expenses (including reasonable attorneys’ fees) arising 61 Office of the Corporation Counsel, County of Hawai`i out of or resulting from any legal services provided or received by Customer or the use, non-use or misuse of the Software or the Services in connection therewith. 14. DISCLAIMER. EXCEPT FOR THE EXPRESS SOFTWARE AND SERVICES WARRANTIES SET FORTH ABOVE, THE SOFTWARE AND SERVICES ARE PROVIDED “AS IS” WITHOUT REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WITHOUT LIMITING THE FOREGOING, LICENSOR HEREBY DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, SUITABILITY OR RESULTS. LICENSOR DOES NOT REPRESENT OR WARRANT THAT THE SOFTWARE OR SERVICES WILL OPERATE UNINTERRUPTED OR ERROR-FREE, OR MEET CUSTOMER’S PARTICULAR BUSINESS, TECHNICAL OR OTHER REQUIREMENTS. CUSTOMER IS SOLELY RESPONSIBLE FOR THE SECURITY AND INTEGRITY OF ITS NETWORK, SYSTEMS AND DATA. THE SOFTWARE AND SERVICES MAY BE SUBJECT TO TRANSMISSION ERRORS, DELIVERY FAILURES, DELAYS, AND OTHER LIMITATIONS INHERENT IN THE USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS. NO EMPLOYEE OR AGENT HAS AUTHORITY TO BIND LICENSOR TO ANY REPRESENTATIONS OR WARRANTIES NOT EXPRESSLY SET FORTH IN THIS AGREEMENT. 15. Confidentiality. From time to time in connection with this Agreement, each party may receive, observe or otherwise be provided with certain confidential information of the other party, its affiliates or suppliers, in written, visual or oral form, including but not limited to business, marketing, sales, technical, creative, human resources, customer and other information that a person familiar with the party’s industry would consider confidential in nature (collectively, “Confidential Information”). Confidential Information does not include information that: (i) was known by the receiving party prior to any disclosure by the disclosing party; (ii) is disclosed to the receiving party on a non-confidential basis by a third party that is legally entitled to make such disclosure; (iii) is independently developed by the receiving party without reference to or reliance on the disclosing party’s information; (iv) is generally known or available to the public or in the public domain; or (v) is required to be disclosed by law, subpoena, or court order, but then only to the extent necessary to comply with the foregoing, and provided that the disclosing party is notified in advance so that it may seek to contest, limit or modify such disclosure. Each party shall hold the Confidential Information of the other party in confidence, exercising at least the same care used to protect its own Confidential Information of a similar nature, but no less than reasonable care. Each party shall access, use and disclose Confidential Information of the other party only for the limited purpose of exercising its rights and fulfilling its obligations under this Agreement, or as otherwise expressly authorized in writing by the other party. Upon the expiration or termination of this Agreement, each party shall promptly return to the other party or destroy all Confidential Information of the other party in its possession, and upon written request of the other party, certify in writing that it has retained no copies or summaries of the same. 16. Proprietary Rights. Notwithstanding any references to “purchase,” “sale” or similar terms in this Agreement or the Order, the Software is licensed, not sold. Licensor and its suppliers retain exclusive right, title and interest in and to the Software (in both binary executable code and source code form) and Services, including the program architecture, design, coding methodology, Documentation, screen shots and “look and feel” therefor, all Updates and other enhancements, modifications and improvements thereto, all goodwill associated with the foregoing, and all present and future copyrights, trademarks, trade secrets, patent rights and other proprietary and intellectual property rights of any nature throughout the world embodied therein and appurtenant thereto. All rights and licenses not expressly granted to Customer in this Agreement are reserved by Licensor and its suppliers. From time to time, Customer may provide suggestions, comments, ideas, or other feedback regarding the products or services of Licensor. Licensor shall be free to access, use, disclose, and otherwise commercialize and use such feedback, including for developing improvements to its products and services, free of any claims, payment obligations, or proprietary, confidentiality or other restrictions of any kind. 17. IP Infringement Indemnity. Licensor shall defend at its own expense any claim brought against Customer by a third party in a court of competent jurisdiction alleging that the Software infringes such third party’s copyright, United States patent, or registered trademark or misappropriates such third party’s trade secrets, and shall indemnify and hold Customer harmless from and against those costs and damages awarded to such third party, or agreed to by Licensor in a monetary settlement, that are specifically attributable to such claim. The foregoing obligations of Licensor are subject to Customer notifying Licensor promptly in writing of such claim, providing Licensor sole control over the defense and settlement thereof (provided, however, Customer may participate in the defense or settlement of such claim at its own expense with counsel of its choice), and providing all information and assistance reasonably requested by Licensor in connection therewith. Notwithstanding the foregoing, Licensor shall have no obligation or liability for any claim to the extent arising out of or resulting in whole or in part from: (i) unauthorized use or misuse of the Software by Customer or its Users; (ii) modifications to the Software not made by Licensor; (iii) blueprints, designs or other materials supplied by Customer; (iv) combination of the Software with hardware, software or other items not supplied by Licensor; (v) use of the Software as part of a Customer or third party method or system; (vi) use of an unsupported version of the Software; (vii) the specific data or type(s) of data input, processed or stored by Customer using the Software; or (viii) any third party products and services bundled or integrated with the Software or otherwise made available 62 Office of the Corporation Counsel, County of Hawai`i by Licensor to Customer (it being understood such products and services are subject to the license and terms of the respective third party suppliers, and are warranted if at all only as expressly provided by such suppliers). In the event Licensor has reason to believe that the Software is or may become subject to an infringement claim, in addition to Licensor’s indemnification obligation, Licensor shall have the right to modify the Software so that it becomes non-infringing, to secure the right for Customer to continue using the Software, or, if the foregoing options are not commercially practicable, as determined by Licensor in its reasonable discretion, to terminate this Agreement and/or the corresponding Order and accept return of the Software in exchange for a prorated refund of any prepayments made by Customer in respect of the remaining subscription period after the date of termination. 18. LIMITATIONS ON LIABILITY. IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, SPECIAL, PUNITIVE OR SIMILAR DAMAGES ARISING OUT OF OR RELATED TO THE SOFTWARE, THE SERVICES OR THIS AGREEMENT, INCLUDING LOSS OF BUSINESS, PROFITS, OR REVENUE, LOSS OR DESTRUCTION OF DATA, OR BUSINESS INTERRUPTION OR DOWNTIME, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE TOTAL CUMULATIVE LIABILITY OF EACH PARTY ARISING OUT OF OR RELATED TO THE SOFTWARE, THE SERVICES AND THIS AGREEMENT SHALL NOT, REGARDLESS OF THE NUMBER OF INCIDENTS OR CAUSES GIVING RISE TO ANY SUCH LIABILITY, EXCEED THE TOTAL FEES PAID BY CUSTOMER TO LICENSOR UNDER THE CORRESPONDING ORDER IN THE TWELVE (12) MONTHS PRIOR TO THE ACCRUAL OF THE FIRST SUCH CLAIM OR ONE THOUSAND U.S. DOLLARS ($1,000), WHICHEVER IS GREATER. THE LIMITATIONS ON LIABILITY IN THIS SECTION SHALL APPLY TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW, REGARDLESS OF THE CAUSE OF ACTION OR BASIS OF LIABILITY (WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), INDEMNITY, OR OTHERWISE); PROVIDED, HOWEVER, SUCH LIMITATIONS SHALL NOT APPLY TO, OR LIMIT THE LIABILITY OF A PARTY FOR ITS GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, OR IN THE CASE OF CUSTOMER, FULFILLMENT OR BREACH OF ITS OBLIGATIONS UNDER SECTION 3 (“LICENSE RESTRICTIONS”), SECTION 8 (“PRICING AND PAYMENT”), OR SECTION 13 (“CUSTOMER RESPONSIBLE FOR LEGAL SERVICES”). THESE LIMITATIONS ON LIABILITY ARE AN ESSENTIAL PART OF THIS AGREEMENT, AND SHALL BE VALID AND BINDING EVEN IF ANY REMEDY IS DEEMED TO FAIL OF ITS ESSENTIAL PURPOSE. 19. Miscellaneous (a) Governing Law. This Agreement shall be governed and interpreted for all purposes by the laws of the State of Illinois, U.S.A., without reference to any conflict of laws principles that would require the application of the laws of a different jurisdiction. The United Nations Convention on Contracts for the International Sale of Goods and the Uniform Computer Information Transactions Act (as enacted by any jurisdiction) do not and shall not apply to this Agreement, and are hereby specifically excluded. (b) Jurisdiction; Venue. Any dispute, action or proceeding arising out of or related to the Software, the Services or this Agreement shall be commenced in the state courts of Sangamon County, Illinois or, where proper subject matter jurisdiction exists, the United States District Court for the Central District of Illinois. Each party submits to the personal jurisdiction and exclusive venue of such courts and irrevocably waives any objections thereto, including based on forum non conveniens. (c) Notices. All notices under this Agreement shall be in writing and in the English language, and shall be delivered personally or by postage prepaid certified mail or express courier service, return receipt requested, to the other party’s address set forth in the most recent Order for Software or Services. Either party may change its address for notices from time to time by providing written notice of such change to the other party in the foregoing manner. (d) Assignments. Neither party may assign or otherwise transfer this Agreement, in whole or in part, without the prior written consent of the other party; provided, however: (i) Licensor may fulfill appropriate duties under this Agreement through its qualified subcontractors, provided that Licensor remains responsible for the performance of such subcontractors; and (ii) Licensor may assign this Agreement to an affiliate, successor, or acquirer in connection with Licensor’s merger, acquisition, corporate reorganization, or sale of all or substantially all of its business or assets to which this Agreement relates. Any attempted assignment or transfer in violation of the foregoing shall be null and void from the beginning and of no effect. (e) Relationship; Third Party Beneficiaries. The parties hereto are independent contractors. Nothing in this Agreement shall be deemed to create any agency, employment, partnership, fiduciary or joint venture relationship between the parties, or to give any third party any rights or remedies under or by reason of this Agreement; provided, however, the disclaimers, limitations on liability and contractual indemnification protections in this Agreement shall extend to the parties’ respective directors, officers, employees, agents, and affiliates. 63 Office of the Corporation Counsel, County of Hawai`i (f) Publicity. Neither party shall, without the prior written consent of the other party in each instance: (i) issue any press releases or make any other public statements concerning their relationship under this Agreement; (ii) disclose the pricing or terms of this Agreement to any third party, except to its legal, financial and other advisors under a duty of confidentiality, as may be required by applicable law, or as may be required in order to enforce this Agreement in a court of competent jurisdiction; or (iii) use in any advertising or marketing materials the name, logo or trademarks of the other party or its affiliates; provided, however, Customer may disclose to third parties that it is a client of Licensor, and Licensor may identify Customer as a licensee of the Software. (g) Equitable Relief. The Software and Documentation comprise the confidential and proprietary information of Licensor and its suppliers, constitute valuable trade secrets, and are protected by federal and international copyright laws and treaties. Customer acknowledges that its breach of the license or ownership provisions of this Agreement would cause irreparable harm to Licensor, the extent of which would be difficult and impracticable to assess, and that money damages would not be an adequate remedy for such breach. Accordingly, in addition to all other remedies available at law or in equity, and as an express exception to the jurisdiction and venue requirements of this Agreement, Licensor shall be entitled to seek temporary or permanent injunctive or other equitable relief in any court of competent jurisdiction. (h) Audit. During the term of this Agreement and for 12 months thereafter, Customer agrees to complete and return promptly any Software usage questionnaires issued by Licensor, to provide Licensor and/or its designated auditor with reasonable access to Customer’s relevant facilities, systems, and records to verify that Customer’s use of the Software is in compliance with the provisions of this Agreement, and to promptly pay any amounts determined to be due and owing as a result of such audits. All audits shall be conducted in a reasonable manner at Licensor’s expense and shall occur no more than once annually; provided, however, if an audit reveals or Licensor reasonably suspects material non-compliance, Licensor may conduct additional audits until compliance is achieved. If an audit reveals material noncompliance by Customer, Customer shall reimburse Licensor for the reasonable costs of the audit, in addition to payment of any shortfall determined to be due and owing. (i) U.S. Government Restricted Rights. The Software and Documentation are licensed with RESTRICTED RIGHTS as "Commercial Items," as that term is defined at 48 C.F.R. §2.101, consisting of "Commercial Computer Software" and "Commercial Computer Software Documentation," as such terms are used in 48 C.F.R. §12.212 or 48 C.F.R. §227.7202, as applicable. Consistent with 48 C.F.R. §12.212 or 48 C.F.R. §227.7202-1 through 227.7202-4, as applicable, the Commercial Computer Software and Commercial Computer Software Documentation is licensed (if at all) to U.S. Government end users only as Commercial Items, and with only those rights as are granted to other licensees pursuant to this Agreement. (j) Export Control. The Software and underlying information and technology may not be accessed or used except as authorized by United States and other applicable law, and further subject to compliance with this Agreement. The Software may not be exported or re-exported into any U.S. embargoed countries, or to anyone on the U.S. Treasury Department's list of Specially Designated Nationals or the U.S. Department of Commerce Denied Person’s List or Entity List. Customer represents and warrants that Customer and its Users are not located in, under the control of, or a national or resident of any country or on any such list. (k) Amendment; Waiver. This Agreement may be amended only by a written instrument signed by an authorized representative of each party. No right or obligation shall be waived by any act, omission or knowledge of a party, except by an instrument in writing expressly waiving such right or obligation and signed by an authorized representative of the waiving party. Any waiver on one occasion shall not constitute a waiver on subsequent occasions. (l) Severability; Construction. If any provision of this Agreement is determined to be invalid or unenforceable under applicable law, such provision shall be amended by a court of competent jurisdiction to accomplish the objectives of such provision to the greatest extent possible under applicable law, or severed from this Agreement if such amendment is not possible, and the remaining provisions of this Agreement shall continue in full force and effect. The headings in this Agreement are for reference purposes only, and shall not affect the meaning or interpretation of this Agreement. The term “including” as used herein means “including without limitation.” The terms “herein,” “hereto,” “hereof,” and similar variations refer to this Agreement as a whole, rather than to any particular section. (m) Counterparts; Facsimile. This Agreement may be signed in counterparts, each of which shall constitute an original, and all of which together shall constitute one and the same instrument. Any signature may be delivered by facsimile (including signed PDF, JPEG or similar electronic copy attached to an email), which shall have the same effect as an original signature. (n) Entire Agreement. This Agreement sets forth the entire agreement of the parties, and supersedes all prior and contemporaneous proposals, agreements and understandings, whether written or oral, pertaining to the subject matter hereof. Where Customer requires a purchase order as part of its procurement process, such purchase order may be issued for 64 Office of the Corporation Counsel, County of Hawai`i administrative purposes only. Any additional or conflicting terms proposed by Customer in any purchase order, request for proposal, acknowledgement, or other writing shall not be binding on Licensor, and are hereby objected to and expressly rejected. (o) Cooperative Purchasing Arrangements. Licensor and Customer support cooperative purchasing arrangements pursuant to which one or more public sector entities may purchase additional Software and Services under an existing contract between Licensor and another public sector entity. Licensor and the additional public sector entity(s) may enter into an addendum to this Agreement that outlines the additional Software and Services purchased, subject to the existing terms of this Agreement. Any such arrangement is subject to the consent of all parties involved. Exhibit B Services and Support Policy This Services and Support Policy describes the installation, training, data conversion, maintenance, technical support, and other Services made available by Licensor for the Software, and details Licensor’s and Customer’s responsibilities in connection with any Order for such Services. A. Installation Licensor will deliver the Software for installation at Customer’s site, and will provide installation instructions that must be followed by Customer for the installation. Customer is primarily responsible for installation and configuration of the Software, and its personnel should be experienced in the network, database, and server platforms on which the Software and database will run. In connection with Customers’ initial installation and configuration of the Software, Licensor will make available the following services: • For application installation, up to 8 hours of technical telephone support to assist Customer’s personnel with installation, at no additional charge. • Additional remote installation assistance is available upon request, and will be billed at Licensor’s then-current hourly consulting rate. For purposes hereof, installation means the date that Customer first installs the Software on its server, exclusive of subsequent configuration or implementation work. If Customer does not install the Software within 90 days after order placement (subject to a day-for-day extension for any delay directly attributable to Licensor), the Software will be deemed to have been installed on such date, and any payments tied to installation will become due and payable. B. Training Licensor will provide any training ordered by Customer in accordance with Licensor’s standard training methods and using its standard training materials. Training is provided at Licensor’s then-current rate plus reimbursement of travel and expenses, if applicable. C. Electronic Data Conversion Licensor will provide data conversion services ordered by Customer at its then-current rates and in accordance with its standard electronic data conversion procedures. Where the order specifies a number of hours for the data conversion, such number is an estimate only, and subject to adjustment based on format, quality and quantity of Customer data, timeliness of Customer cooperation and other factors outside of Licensor’s reasonable control. The general progression and allocation of responsibility for data conversion services is as follows: 65 Office of the Corporation Counsel, County of Hawai`i • Data conversion programs will be created at Licensor’s facilities. In order to prepare the conversion program, all source data must be provided by Customer to Licensor in an acceptable, machine-readable format and must be corruption free. • If necessary, including where in-house expertise or local consultants are not available, Licensor will visit Customer’s site to obtain the source data and documentation required to create the conversion program. Such onsite services will be charged at Licensor’s daily consulting rate plus reimbursement of travel and expenses. • Data scrubbing is the process of fixing or eliminating individual pieces of data that are incorrect, incomplete or duplicated in the source database when the data is passed to the target database. Unless specifically noted in the order, Licensor’s conversion estimate does not include data scrubbing. If desired or required, such services will be made available at an additional charge. • Licensor will create a data mapping document that defines where the source data will reside in the target Software database. Once complete, the data mapping document must be approved by Customer via email or other writing before the conversion program can be created. • Licensor will perform a test data conversion to provide Customer with the ability to review the source data as it was mapped and will appear in the Software application. The test data conversion must be approved by Customer via email or other writing before the final data conversion can be performed. If changes to the data mapping document or test data conversion are requested by Customer after they have been approved, Licensor reserves the right to charge an additional fee for time worked, and to delay any previously estimated completion dates. D. Maintenance and Support During the term of Customer’s maintenance and technical support subscription under the corresponding Order, Licensor will make available maintenance and technical support to Customer in its use and operation of the Software comprised of the following: (a) Scope of Support. Customer may contact Licensor with questions and troubleshooting related to use and operation of the Software, as well as for remote diagnosis and priority resolution of material bugs, errors or other malfunctions encountered using the Software. A bug, error or malfunction is deemed "material" if it represents a nonconformity of the Software with Licensor's then-current published specifications and materially interferes with or degrades usability of the Software. (b) Contacting Technical Support. Support queries may be submitted by email at Support@LegalFiles.com or by phone at (217) 726-6400 during Licensor’s normal business hours: Monday through Friday from 8:00 a.m. to 5:00 p.m. U.S. Central Time (excluding holidays). Customer must appoint one primary contact person and one alternate contact person who have been trained and are competent in use and operation of the Software to place technical support queries. (c) Classification of Issues. When contacting Licensor for Support, Customer should assign an initial severity based on the severity level classifications listed below, and should provide a detailed description of the issue or support request. The initial assignment of severity may be raised or lowered by Licensor, in its reasonable discretion, based on the information provided by Customer and/or subsequent diagnosis or remediation efforts, including the availability of a work-around. Level Description 1 A problem with the Software which renders the Software inoperative or causes a significant and ongoing interruption to Customer’s business activities. 2 A problem with the Software which degrades or disrupts operation, but does not cause a significant and ongoing interruption to Customer’s business activities. 3 A problem with the Software which has only a minor impact on Customer’s business activities, or for which an acceptable work-around is readily available. 4 General questions, suggestions, and feedback pertaining to use and operation of the Software. (d) Initial Response; Status Updates. Licensor will use commercially reasonable efforts to provide an initial response and 66 Office of the Corporation Counsel, County of Hawai`i ongoing status updates for support requests within the target timeframes listed below. All timeframes are during Licensor’s normal business hours only, and are further subject to Customer providing all information and assistance reasonably requested in connection therewith. Licensor will escalate support requests through its technical support channels as necessary to address covered support issues. Level Initial Response Status Update 1 2 hours Daily until workaround or correction available. 2 4 hours Every 2 days until workaround or correction available. 3 1 day As necessary or upon request. 4 2 days As necessary or upon request. (e) Remote Access. Upon request, Customer will provide Licensor remote access to Customer's computer system for the purpose of remote diagnostics. Any such remote access will be subject to Customer’s remote access security policies and procedures as communicated to Licensor at the time. Exhibit C Order Form Customer: _________________________________________ Order Date: ________________________________________ Customer’s purchase includes the following Legal Files® software, subscriptions, and professional services: Software and Support Subscriptions Description Quantity Extended Named User License Subscription Includes: XX Named User Licenses and a single production environment XX Named User Licenses $/month Maintenance and Support Subscription Included Included Subscription Total (1st year): $ Implementation and Training Description Unit Price Quantity Extended Quick Start Installation Support – Remote (8 Hours) Included 8 Included Project Sessions-Management $200/hour $ System Administration Training $200/hour $ Configuration Assistance $200/hour $ 67 Office of the Corporation Counsel, County of Hawai`i End User Training $200/hour $ Implementation and Training Total: $ Additional Implementation Services Description Unit Price Quantity Extended Configuration Assistance $200/hour $ Custom Data Conversion $200/hour $ Custom Programming $200/hour $ Additional Services Total: $ Payment Terms & Order Notes 1. Subscription Total for first year of subscription is due and payable in full on order placement. Thereafter, subscription fees are billed annually in advance (or as incurred for mid-subscription term purchases, as provided below), and due net 30 days after invoice date. 2. Implementation & Training Services Total is for the number of days and hours purchased at time of order placement. Total identified above is due and payable 50% with placement of order, balance on installation. Any additional services ordered by Customer are billed as incurred and due net 30 days after date of invoice. 3. Customer’s subscription under this Order is for an initial term of 2 years commencing on the initial Order Date as stated above. After the initial term, subscription will renew automatically on an annual basis, unless non-renewed or terminated as provided in the Agreement. 4. Subscriptions, including additional licenses, modules, or custom software added mid-subscription term will be invoiced on a prorated basis for the remainder of Customer’s then-current subscription year so that all subscriptions remain coterminus. Added subscriptions are subject to the same initial term commitment and will renew on the same basis as Customer’s base subscriptions. 5. Per unit subscription pricing is fixed for the initial subscription term. Thereafter, Licensor may adjust per unit subscription pricing, effective at the start of each subscription renewal term, by noting such change in the renewal invoice. Provided that Customer maintains at least the number of subscriptions initially ordered, per unit subscription pricing under this Order shall not increase by more than 5% per year. 6. Services rates and pricing are valid for 12 months from the initial Order Date. Thereafter, Licensor reserves the right to adjust Services rates, pricing, and availability no more than once annually to reflect Licensor’s then-current offerings and pricing. 7. All fees are exclusive of travel, meals, lodging and expenses for on-site services, which shall be invoiced by Licensor as reasonably incurred and reimbursed by Customer net 30 days after date of invoice. 8. Any services scheduled and subsequently cancelled by Customer with less than 15 days’ prior notice are subject to cancellation charges at the full scheduled daily and hourly rates, plus reimbursement of non-recoverable travel and expenses. Bid Zip RFP #4548/Legal Files Software, Inc._198294/Legal Files Response to RFP 4548 for Hawaii County_Redacted.pdf Proposal of Legal Files Software, Inc. in Response to RFP 4584 to Provide, Maintain & Support an Electronic Case Management System for the Office of Corporation Counsel, County of Hawai`i Due Date: May 6, 2024, 4 p.m. HST Submitted by: Gordon Hack Legal Files Software, Inc. 801 S. Durkin Dr., Springfield, IL 62704 (800) 500-0537 x 247 Gordon.Hack@LegalFiles.com Table of Contents Executive Summary .................................................................................................................................. 1 Company Background .............................................................................................................................. 6 1. Experience and Organizational Capacity ........................... ................................................................ 6 2. Past Performance (References) ................................................................................................... ....... 8 Technical Specifications and Functional Requirements ....................................................................... 9 Technical Specifications ..................................... .................................................................................. 9 Functional Requirements .......................................................................................... ......................... 15 Implementation, Project Management, Training and Ongoing Support .......................................... 39 System Reporting, Data Migration and Integration ............................................................................ 55 Cost Proposal ........................................................................................................ ................................... 55 Legal Files Standard License Agreement (EULA) and Exceptions ................................................... 57 1 Office of the Corporation Counsel, County of Hawai`i Executive Summary Legal Files Qualifications, Experience and Commitment Legal Files began serving the legal community in the mid-1980s after we recognized the need for a fast and efficient way to provide up-to-date information on cases/matters to users regardless of their location. Legal Files Software, Inc. was formally incorporated in the State of Illinois in 1990. Legal Files is a privately owned corporation and ownership has remained constant since the company’s founding. Legal Files’ corporate headquarters in Springfield, Illinois, houses the executive offices, sales and marketing departments, technical development and the support/training staff. Legal Files Software, Inc. has 40 employees, and all are full-time employees. The Legal Files solution is the company’s only product and, as such, the company can devote 100 percent of its energy and resources to the application. In addition, since Legal Files Software, Inc. is not a subsidiary of another, larger organization with unrelated lines of business, the company is able to provide a true partnership with its customers that results in a level of customer service that is truly unique in the legal software industry. Presently, our application boasts tens of thousands of active users spanning more than 1,000 distinct locations across the United States and Canada. At Legal Files Software, Inc., a dedicated team of professionals is always at your service. We employ a full-time staff of professionals who have responsibility for implementing the Legal Files solution for our customers. All are based in the company’s headquarters office in Illinois. Comprising skilled project managers, data conversion specialists, system interface developers and trainers, each team member is an expert in their field. Their collective mission? To ensure every implementation is a resounding success. When you choose Legal Files Software, Inc., you're not just getting a service—you're entering into a partnership focused on your needs. The team assigned to your project is entirely customer-oriented, ready to provide you with expert guidance and tailored assistance. Moreover, you can rest assured knowing you're in capable hands, offering you the confidence and peace of mind you deserve. It's not just about software—it's about a relationship you can rely on. Legal Files Software, Inc. has successfully implemented fully integrated solutions for 1,000+ installations around the world, and has been responsible for personally implementing every customer from our smallest to the largest during the company’s 30+ years in business. Our experience in implementing Legal Files in various organizations such as yours over the past several years has taught us that the process of determining business requirements and configuring the software works best when it is a collaborative effort. Our project managers and trainers will educate your staff on how the software works and what it is capable of, and will guide you through important decision points necessary to configure the software to best meet the specific needs of the Department. This approach decreases the number of meetings compared to the more traditional approach of detailed requirements gathering and design information separately, and allows for more rapid feedback and review, while the information is fresh in users’ minds. Our service offerings reflect the COTS nature of the Legal Files case and document management system, and positively impact our approach to project implementations. The most significant feature of our services approach is simplicity. The extensive time and expense requirements typically encountered with implementing a custom-built application simply are not necessary when you select Legal Files as your case management system. However, we do believe every client requires a customized approach to 2 Office of the Corporation Counsel, County of Hawai`i implementation. Customers have their own unique business requirements, technical environment, data sources, interfaces, training needs, and solution expectations that all must be taken into consideration in order to successfully implement Legal Files. Legal Files Software, Inc. is a leading provider of case management software solutions, with more than 30 years of experience in the field. We are honored to count among our customers government agencies at all levels, including federal, state, county and local agencies, as well as native sovereign nations. Legal Files has been implemented in hundreds of government sector clients, including: 3 Office of the Corporation Counsel, County of Hawai`i ✰ Understanding of County Objectives & Minimum Requirements According to our analysis of the RFP documents, the County's objectives and minimum requirements for its electronic case management system project are focused on enhancing productivity, efficiency and seamless integration within the organization, including: Objective 1: Increasing Work Productivity and Efficiency The project’s primary goal is to implement a case management system that streamlines workflows, reduces manual tasks and enhances overall efficiency. By leveraging Legal Files technology, the County would optimize its operations, leading to improved productivity and meeting, if not surpassing, this goal. Objective 2: System Implementation and Staff Training Legal Files Software, Inc. offers the experience and capabilities to successfully implement, install and help integrate your new Legal Files system into your existing environment. Additionally, we offer inhouse, full-time trainers who will be responsible for providing end user, administrative user and, if 4 Office of the Corporation Counsel, County of Hawai`i needed, technical training. Legal Files trainers have a long, proven history of training users at all levels of computer efficiency and achieving an extremely high adoption rate. A formal and customized training plan, developed in concert with the entire project team, will ensure a smooth transition to your new Legal Files system. Legal Files training department also offers yearly “New Features Training” to ensure that your staff members stay up to date. After implementation, training for new users may be scheduled at your convenience. Objective 3: Interdepartmental Collaboration Throughout the project, Legal Files Software, Inc. will work with you as your partner, collaborating with all relevant County departments, including Information Technology. This collaboration will be part of the process that ensures that your new Legal Files system meets the County’s requirements and protects the County’s investment in other technology in place. Attending regularly scheduled project meetings and providing full and open communication will be required to ensure the success of your Legal Files implementation. Solution Overview Legal Files delivers the unified desktop you desire, managing data, documents, email and all activity, plus the management tools to better manage matters and staff within the organization. Offering a userfriendly interface, Legal Files provides views that are “definable dashboards,” both at the user level (through Manage My Day) and at the file/matter level (through Manage My File). When a user first logs into Legal Files, the Manage My Day window displays a list of the user’s specific tasks, appointments, notifications, etc. From here, a user can access his or her detailed calendar, task list, documents and notes (all the Action items) by selecting the appropriate icon. A powerful feature of Manage My Day is the automatic notification system, which is called Heads Up. Legal Files allows repeat notification of due dates or tasks through Heads Up. Heads Up messaging automatically notifies users of calendar items, to do’s, past to-do’s, reminders, email, phone messages, documents, notes and mail messages on one screen, so important information yet to be resolved is quickly brought to their attention. Legal Files is centered on “Manage My File,” which is a home page/dashboard for a specific case/file that provides quick access to data, communications, documents, activities and deadlines all from one screen. “Manage My Day” is a home page/dashboard for a specific user that provides quick reference to files/cases, notifications/reminders and user activity all from one screen. Both home pages use a navigation menu and vertical icons containing hyperlinks to the desired information. Legal Files provides one central location for all information related to each file, regardless of the type of file (investigation, litigation, contract, project, etc.). Your Legal Files database has a place for everything, and everything is stored in one place. That means one central location for all information related to each file or document, including contacts, email and attachments, any types of image files plus notes, alerts, and reminders. The multiple data relationships built into Legal Files means there is no redundant data entry. Legal Files brings a true team concept to knowledge and file management, sharing and integrating the varied responsibilities and work products of all staff members. Legal Files works the way you work, storing an unlimited amount of information for an unlimited number of files and walking you through every aspect of file development. Legal Files is fully customizable, and you can determine the look and language that is meaningful to your organization, or a particular department or location. From the initial entry of a new file to the final disposition, Legal Files includes the ability to define and 5 Office of the Corporation Counsel, County of Hawai`i assign an unlimited number of customer-definable “file statuses.” The phase or status can indicate the priority of a particular file/matter, and the status can be used to trigger the workflow surrounding the file including the specific activities and timeframes in which the activities must be completed. By also providing a central place for all file information including tasks and documents, Legal Files provides an entire history of every activity, document and assignment at your fingertips. Legal Files includes an auto-number generator that automatically assigns file numbers based on system defined rules. In addition, files can be grouped or related to one another to easily manage multiple files simultaneously. 6 Office of the Corporation Counsel, County of Hawai`i Company Background 1. Experience and Organizational Capacity i. Proposers shall provide the company name, business address, including headquarters and all local offices, and telephone numbers. Proposer shall provide the company web address. Legal Files response: Legal Files Software’s headquarters in located in Springfield, IL. Legal Files Software, Inc. 801 S Durkin Drive Springfield, IL 62704 (217) 726-6000 (800) 500-0537 (217) 726-7777 (fax) www.LegalFiles.com ii. Proposers shall provide a description of the Proposer's organization, including names of principals, number of employees, client base, areas of specialization and expertise, and any other information that will assist the Evaluation Committee in formulating an opinion about the stability and strength of the organization. Legal Files response: Legal Files Software, Inc. has 40 employees, and all are full-time employees. The Legal Files solution is the company’s only product and, as such, the company can devote 100 percent of its energy and resources to the application. In addition, since Legal Files Software, Inc. is not a subsidiary of another, larger organization with unrelated lines of business, the company is able to provide a true partnership with its customers that results in a level of customer service that is truly unique in the legal software industry. Presently, our application boasts tens of thousands of active users spanning more than 1,000 distinct locations across the United States and Canada. iii. Proposers shall provide the name of the jurisdiction in which the Proposer is organized and the date of such organization. Legal Files response: Legal Files Software, Inc. was incorporated in the State of Illinois in 1990. iv. Proposers shall provide a description of the depth of their experience implementing, installing and supporting the proposed solution and an outline of the services they provide as part of this solution with a focus on systems installed for governmental entities similar in size to the County. Legal Files response: At Legal Files Software, Inc., a dedicated team of professionals is always at your service. We employ a full-time staff of professionals who have responsibility for implementing the Legal Files solution for our customers. All are based in the company’s headquarters office in Illinois. Comprising skilled project managers, data conversion specialists, system interface developers and trainers, each team member is an expert in their field. Their collective mission? To ensure every implementation is a resounding success. When you choose Legal Files Software, Inc., you're not just getting a service—you're entering into a partnership focused on your needs. The team assigned to your project is entirely customer-oriented, 7 Office of the Corporation Counsel, County of Hawai`i ready to provide you with expert guidance and tailored assistance. Moreover, you can rest assured knowing you're in capable hands, offering you the confidence and peace of mind you deserve. It's not just about software—it's about a relationship you can rely on. Legal Files Software, Inc. has successfully implemented fully integrated solutions for 1,000+ installations around the world, and has been responsible for personally implementing every customer from our smallest to the largest during the company’s 30+ years in business. Legal Files response: Legal Files Software, Inc. does not use subcontractors. Full-time employees of the company will complete all services. Additionally, Legal Files Software is not a reseller of any thirdparty software or hardware. Legal Files Software is part of the Microsoft Developer Network, the quintessential organization for developers who wish to stay current with Microsoft technologies and development trends, Legal Files Software, Inc. is also an IBM Business Partner and, by invitation, participates in Intel’s Mobilized Solutions Program. i. Proposers shall indicate the number of certified local equipment technicians or technical personnel that substantially and directly enhances the Proposer’s ability to perform the proposed scope of work. Legal Files response: As previously mentioned, Legal Files Software, Inc. does not use subcontractors. Full-time employees of the company will complete all services. ii. Proposers shall provide a description that addresses how long the proposed solution has been in the marketplace, and how often the Proposer releases upgrades. Legal Files response: Legal Files Software, Inc. has been serving the legal community since 1990. Legal Files is a mature application; however, as with any software program, no amount of product testing and quality assurance will catch every software “bug.” As a result, Legal Files releases periodic software fixes to address issues that are discovered by internal staff or reported through the help desk. These fixes are distributed to all customers as part of the maintenance program, and at no additional charge. In addition, Legal Files continuously adds functionality to the application to provide the latest in technological advances and fulfill requests from our customers. All requests for enhancements are prioritized based upon the potential benefit to the largest number of customers. Once prioritized, the requests are given to the development staff where a development plan and schedule is established. Legal Files averages one major release each year and one to two minor releases. The current version is 12.2. We expect version 13 to be released in the summer/fall of 2024. All releases are part of the maintenance and support program. 8 Office of the Corporation Counsel, County of Hawai`i 2. Past Performance (References) 9 Office of the Corporation Counsel, County of Hawai`i Technical Specifications and Functional Requirements Technical Specifications The case management system must be compatible with the County’s desktop and laptop hardware on Dell and Hewlett Packard products with the following specifications: • 512G SSD Hard drive, Minimum • 8GB Ram (new Comps. Coming with 16 GB, 1 x 16 GB, DDR4, 3200 M T/s) • Intel Core i7 non-vPro Process or Label • 13th Gen Intel Core i7-1355U (12 MB cache, 10 cores, up to 5 .00 GHz Turbo) • Intel Wi-Fi 6E AX211, 2x2, 802.11ax , No Bluetooth (Some Have BT) • Integrated Intel(R) Iris(R) Xe or UHD Graphics for i7-1355U Processor • FHD Camera, Temporal Noise Reduction, No Express Sign-In, Cam era Shutter, Mic • 64-bit operating system • OP: Windows 10 Pro being upgraded to 11 • The standard productivity suite is Microsoft Office 365. Legal Files response: Legal Files Software is a browser-based application, and we are proposing that Legal Files be installed either on premise or in the cloud selected and controlled by the County. The following are the technical prerequisites, and they are the same no matter where the software is deployed. Legal Files Technical Prerequisites The Legal Files program runs entirely through Chrome or Microsoft Edge (Chromium based) and is installed on a customer’s own hardware. The database is Microsoft SQL Server 2014, 2016, 2017, 2019 and 2022 (SQL_Latin1_General_CP1_CI_AS collation) as well as Azure SQL Managed Instance. Legal Files stores documents externally to the database in a customer defined location, such as a file server or storage area network (SAN). A Windows UNC path from your web server to your document store is specified in the Legal Files System Configuration settings during system installation. A brief description of the Legal Files browser version requirements is listed below: (Please note that Legal Files supports virtual environments, and that the server components can be consolidated. We recommend that the database and application reside on separate virtual or physical hard drives.) - Web Server – where the Legal Files web application is installed - Database Server – where the database resides - Reporting and Document Generation Servers – where the .NET generation services are installed for reports and document assembly - A Legal Files client – used by the end users to access the application through Edge or Chrome. The Legal Files web application requires a servlet container that can be installed on an existing application server or a dedicated application server. Before the Legal Files web application can be installed, the application server must have the following component functioning correctly: - Java SE JDK or Open JDK 10 Office of the Corporation Counsel, County of Hawai`i Legal Files recommends that Tomcat be used as the servlet container, but other compatible servlet containers such as ServletExec, JBoss or WebSphere can also be used. **Contact Legal Files Technical Support for the latest version information at (217) 726-6400. Legal Files Reporting and Document Generation Services If Document Assembly or custom Crystal Reports will be used through Legal Files, these services must be installed. Prerequisites for the services include the following: - .NET Framework 4.8 or higher is required on the server and workstations. https://docs.microsoft.com/en-us/dotnet/framework/deployment/deployment-guide-for-developers Single Sign On-SSO (if required) Legal Files has multiple available options in the current version (version 12.2) of Legal Files for SSO integration – either a SAML based solution or a NTLM V2 based solution. The NTLMv2 solution uses a third-party product called Jespa, which is licensed separately, and is most commonly used for on premise implementation of Legal Files with integration with Active Directory. Legal Files for version 12 and higher, provides a configuration setup page for configuring SAML security properties for SSO integration to your IDP. Configuration of SAML in Legal Files requires an experienced SAML administrator with knowledge of the IDP settings required. Legal Files Workstation The Legal Files workstation requires Chrome or the Chromium based Edge browser in order to operate on a Microsoft supported operating system. No additional software, browser plug-ins or local installations are required in order to access the application. Integration with Microsoft Office 2013 through 2021, click to run instance of Office 365, Adobe Acrobat 10 (X), 11 (XI) and DC are supported through COM add-ins installed on the local workstations. Integration with Gmail is supported through a Chrome Extension. ** As of the date of this document (April 2024) the versions of third-party software mentioned are supported, with the current version of Legal Files (12.2). As third-party vendor support expires for any integrated platform Legal Files will also expire support for that platform. General Server Specifications for a Single-Consolidated Server Solution - (25 users or less) * General Server Specifications for a Single-Consolidated Server Solution - (26-50 users) * Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 120 GB 11 Office of the Corporation Counsel, County of Hawai`i *These are minimum suggestions only. The single consolidated server solution specifications above assume that the architecture is specific to the Legal Files implementation and is not shared with other solutions. Actual hardware requirements should be based on business needs, current IT infrastructure and data conversion factors. General Server Specifications for a Multi-Server Solution - (51-100 users) * Web Server: Database Server: Document/Report Generation Server: Component Minimum Processor 2.0 GHz Intel Xeon Processor with 8 cores Memory (RAM) 24 GB Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 120 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB 12 Office of the Corporation Counsel, County of Hawai`i *These are minimum suggestions only. Actual hardware requirements should be based on business needs, current IT infrastructure and data conversion factors. General Server Specifications for a Multi-Server Solution - (100+ users) * Web Server per 100 Users: Database Server: Document/Report Server: Report Server: Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 120 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 8 cores Memory (RAM) 24 GB Hard disk available storage space 250 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 16 GB Hard disk available storage space 500 GB Component Minimum Processor 2.0 GHz Intel Xeon Processor with 4 cores Memory (RAM) 8 GB Hard disk available storage space 120 GB 13 Office of the Corporation Counsel, County of Hawai`i *These are minimum suggestions only. Actual hardware requirements should be based on business needs, current IT infrastructure and data conversion factors. Detailed Web Architecture: 14 Office of the Corporation Counsel, County of Hawai`i 15 Office of the Corporation Counsel, County of Hawai`i Functional Requirements The County has defined the following mandatory requirements for an electronic case management system: A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Legal Files response: Legal Files is a complete document management system and Legal Files Software is proposing to use Legal Files for the drafting and storage of all documents to a case or matter. Laserfiche Integration Legal Files Software will provide custom programming to create an integration with Laserfiche that once a document is finalized in Legal Files with a flag on the document profile it would then be copy 16 Office of the Corporation Counsel, County of Hawai`i that document/file into Laserfiche. An estimate for this integration is included in the pricing section. Windows Compatibility Legal Files is a browser-based application that runs entirely through Chrome or Microsoft Edge and can be used on a Windows 10 or 11 operating system. Microsoft Office and Acrobat Integration The Legal Files Document Management System offers the Microsoft Office (Word, Excel, PowerPoint and Outlook) and Acrobat integration, which allows users to quickly and conveniently store any document/file/message that is opened within an Office or Acrobat application in Legal Files. The integration allows users from within the application interface to store documents to the appropriate case/file in Legal Files without leaving the Office or Acrobat application. Additionally, once documents are profiled, the Office and Acrobat integration offers a real-time, save-to-Legal Files function— whether you are on your network or accessing the system remotely. The “Legal Files Web” integration function provides users with a one-step process to edit existing documents in real time from the word processor and save changes to the document management system—without having to upload the document manually. This functionality provides the users with an easy and seamless way to edit and save documents via the Microsoft Office and Adobe products installed locally on the workstation, while the Legal Files document management system is installed and running on a web server. The integration is available for Microsoft Office 2013 through 2019 and click to run instance of Office 365, and Adobe Acrobat X (10), XI (11) and DC. The screenshot above shows Legal Files integration with Word which allows users to store any document that is opened within Word (or any other Office application.) The integration enables users from within Word to store documents to the 17 Office of the Corporation Counsel, County of Hawai`i appropriate case or file in Legal Files without leaving Word and without uploading the document manually. This screenshot shows Legal Files integration with Acrobat, which allows users to store any .pdf document that is opened within Acrobat application into Legal Files. A user may store the .pdf within the appropriate case/file in Legal Files without leaving Acrobat. The integration is available for Adobe Acrobat X (10), XI (11) and DC. Legal Files Email Integration with Microsoft Outlook Legal Files offers a seamless integration with Microsoft Outlook, providing a tool that quickly and easily copies emails from the Outlook product directly to a Legal Files case. Clicking on the “Save to Legal Files” button within Outlook opens a file selection window where you select/search for the Legal Files case where the item should be copied, and Legal Files automatically copies the item to the appropriate case. The extensive integration with Outlook allows you to save copies of emails directly to a case to create a single storage place for case related email. Additionally, Legal Files stores a copy of the email in its native format, which allows users to delete the email in Outlook, freeing up storage and making the message even easier to locate via the Legal Files interface. You can also change a subject line and save attachments separately, if needed. Legal Files’ Outlook email integration provides the ability to locate documents stored in Legal Files to attach them to a new Outlook email, and then to automatically prompt to save the sent email to the Legal Files case. The integration also provides the ability to drag and drop documents attached to emails to a Legal Files case and provides users with the option to automatically version a document, the original of which is currently attached to Legal Files. 18 Office of the Corporation Counsel, County of Hawai`i In addition to the “Legal Files” button, the integration also provides an interactive Drop Zone pane within Outlook containing the user’s “Recent Files” list. Dragging email(s) to the appropriate case automatically copies the email(s) into Legal Files at the appropriate case. The screenshot shows how a user may save email (and any attachment or just the attachment) to a particular case or file on the Legal Files Recent File list, demonstrating the seamlessness of the integration. The integration provides the ability to view the basic information of any case that is contained within the recent files pane including type of case, other categories, current status, etc. Additionally, users will have access to all file related people from within the case and all their contact information from the Outlook interface. The Legal Files Outlook integration also provides the ability, from the Recent Files list, to create a case note, calendar, to-do, phone log or time slip entry from within the Outlook interface. 19 Office of the Corporation Counsel, County of Hawai`i As the screenshot above show, Legal Files’ Outlook integration also provides the ability to view the basic information of any case that is contained within the recent files pane including type of case, other categories, current status, etc. Additionally, users have access to all file related people from within the case and all their contact information (as seen above) from the Outlook interface. The link also enables the user to create a case note, calendar, to-do, phone log or time slip entry from within the Outlook interface. Legal Files Drop Zone Legal Files also provides a Drop Zone on a user’s desktop allowing users to drag and drop a file/document quickly into Legal Files. Once the file/document is activated over the zone, it allows the user to categorize it and provide the appropriate case/file reference. In addition to the desktop the Drop Zone can also be placed on the “send to” menu in Microsoft Explorer, which provides the ability to store files within Legal Files directly from the file icon. 20 Office of the Corporation Counsel, County of Hawai`i Microsoft Teams Integration A Legal Files Teams Integration is on our development roadmap, but it is not in the current release of the software, which is version 12.2. B. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. Legal Files response: We offer an extensive and successful record of accomplishment of data conversions for our customers. Since about 75 percent of our projects require a data conversion, we have an excellent and proven process in place, and our references demonstrate our effectiveness in this area. Legal Files has included estimated pricing in the pricing section for converting data/documents into Legal Files based solely on answers to questions in the Addendum. Data conversions are custom written; we do not use a utility or tool that merely imports header information. Details and benefits of our custom data conversion process follow: A key differentiator that separates Legal Files Software, Inc. from other software vendors is the advantage offered by our approach to data conversions. Each conversion is custom written by our inhouse conversion specialists to your own data requirements and specifications. This approach offers several key benefits for our customers, including: ► Ensures the viability, usability and quality of all the available data. We do not use “automated” tools that convert only a portion of your data. With a custom written conversion, you get the data you want converted, and it will be converted to exactly where you want it in Legal Files. ► Saves time and effort. Most other vendors use automated conversion tools that are imperfect; at best, not all your data is converted, or data is converted incorrectly; at worst, your data is not converted at all. With our process, there’s no need to use IT resources to massage your data into a specific format; just provide the database and we’ll take it from there. ► Is cost effective. If you are contemplating a data conversion, you already know that your data is valuable. The success of your organization depends upon how completely and accurately you transform this data into actionable form. Investing in a customized data conversion approach protects the value of your data and benefits your entire operation. Legal Files will collaborate with you to formulate a data conversion plan that best meets the needs of your organization—whether that would be converting all data at once, or incrementally by group. Also, we will perform a test data conversion that you will be able to review and approve to ensure that everything is working as expected prior to when the actual data conversion is run. C. Security features to protect confidential information. Legal Files response: Legal Files Software, Inc. is not proposing to host the product environment. Based on the responses provided to questions in the addendum, we are proposing that the client either host the product in its data center or with a third-party hosting vendor (AWS, Azure, etc.) that the 21 Office of the Corporation Counsel, County of Hawai`i County selects and controls. Legal Files’ built-in security system ensures that sensitive information is made available only to authorized users. Legal Files is designed to enable you to restrict or grant security privileges on multiple levels including role, group and by individual files. Legal Files security enables users to be granted update/edit capability within features and functions of Legal Files. Legal Files security is managed within the administrative features of the application, and all security changes take place immediately. Your system administrator, who can be non-technical, is responsible for adding users to the system, assigning security rights and access to users, and adjusting or removing those rights as job functions or employment statuses change. Security groups must be established before users can be added to the system. Every user must be assigned to a security group. When a user is assigned to a group, the user inherits all of the group rights. Group rights can be overridden for individual users within a group. Legal Files installation includes three predefined security groups: • Administrative Super Group has access to all functions and procedures. The first user added to the system during installation is automatically assigned to the Administrative Super Group. • Administrative Group has access to most functions. • Standard Employee Group has limited access to administrative functions but can generally access all other functions and procedures. Security rights can be adjusted for any of these default security groups. You can establish as many additional groups, as necessary. Additionally, the system prevents unauthorized access to case/matter information, and such information can be made available on a need-to-know basis if cases need to be screened from staff members who have a conflict of interest. If desired, access to matters can be further limited to only those matters to which an individual user has been assigned. In addition to standard case/matter security, Legal Files provides a powerful security feature for sensitive cases called “Private Files.” All case/matter types have the ability to use Private Files functionality, providing an additional layer of security. A tool for administrators (and other users with proper security), Private Files functionality enables you to create a case/matter which is restricted to only those assigned to the file or given a password to access the file. Users are assigned a password to access the system when he or she is added to the system, users have the ability to change their own password. Administrators also have the ability to inactivate a user and/or change a user’s password. In Legal Files, administrators have the option to require challenge/response questions as part of the Multi-Factor Authentication (MFA) features, which would be in addition to standard login process, to add a verification step to each user’s login. There are different settings that allow administrators to determine how often users are challenged with their questions. Highlights of Legal Files’ security include: • Ability to restrict and grant access by employee user defined positions (manager, attorney, support staff, technical, staff, etc.) • Ability to restrict and grant access by function (add, update, delete, view only) 22 Office of the Corporation Counsel, County of Hawai`i • Ability to restrict and grant access to data by organizational level (department, office, regional, organizational wide, ad hoc group through the Enterprise option) • Ability to restrict and grant access to data at the record/screen/function level • Restrict access at the case/matter level through case level security • Restrict access to knowing the existence of a Private file/matter • Ability to administer security globally Legal Files Installed On Premise or with a Third-Party Hosting Vendor: Legal Files can be installed on premise in your data center, or in the cloud through a third-party hosting provider such as AWS, Azure, etc. selected and controlled by the County. The technical prerequisites for hosting Legal Files in an environment that the County controls can be found above in the Technical Requirements section above. Whether installed in the City’s data center or in the cloud with a third-party hosting vendor, the technical prerequisites are the same. Encryption can be used to encode the data transmission between the client (or web client) and server; however, no encryption product or digital certificates are included with the program. Security for the web client can use a wide variety of industry standard web enabled application security models, including digital certificates, SSL/https, PKI, Integrated authentication and form-based authentication, among others. In Legal Files, all sensitive data, such as passwords, are encrypted at rest. Customers can also use Microsoft SQL encryption if desired. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. Legal Files response: Legal Files offers comprehensive calendaring features to manage dates, appointments, client meetings, etc. The Legal Files calendar is a single item, so when changes are made to a matter calendar, the change happens instantly for all views of a calendar. There are eleven different ways to view Legal Files calendar events. Each can be viewed from within a matter or user calendar and provides key information at a glance for the day, week, work week, month, team, group, resource, client, timeline, list or master. Legal Files also offers a Group Calendar Wizard, as well as a Recurring Calendar Wizard. ✓ List View: The list view for either the matter or user provides a list of calendar events for the specified criteria selected. ✓ Day-at-a-Glance: The Day-at-a-Glance view provides a graphical presentation of the day’s appointments. ✓ Week-at-a-Glance: The Week-at-a-Glance view is a seven-day display that can be viewed Sunday through Saturday. ✓ Work Week View: The Work Week View displays all calendars and to-do’s from Monday through Friday. ✓ Month-at-a-Glance: The Month-at-a-Glance view displays the entire month in which the selected date falls and highlights the days on which calendar items are scheduled. 23 Office of the Corporation Counsel, County of Hawai`i ✓ Group Calendar View: The Group Calendar displays a graphical presentation of different user’s appointments side by side. See the screenshot below: The screen shot, above, details the Group Calendar. There are ten different ways to view Legal Files calendar events, but the Legal Files calendar is a single item, so when changes are made to a case or matter calendar, the change happens instantly for all views of a calendar. ✓ Resource Calendar View: This view works like the Group Calendar view. All resources, such as conference rooms or video equipment, appear in a list where they can be selected. The view displays all calendars for the Resource for the selected day. ✓ Timeline View: The Timeline View combines both calendar and to-do’s in a graphical presentation that diagrams the activity in a day, work week, week or month view. ✓ Team Calendar Month View: The Team Calendar View allows for the viewing of calendar events in a month at a glance view for users within a team. The View is provided both at the user and matter level. ✓ Client List View: The client list view provides a list of calendar events for the specified criteria selected. ✓ Master View: The Master Calendar is a list view, listing all calendar items for every user for the selected day. Other key calendar features: Group Calendar Wizard: Schedule a calendar event for multiple users at one time with the Group Calendar Wizard. You may use a predefined group of users or select users directly from the wizard window. Time & Resource Conflict Checker: The Conflict Checker automatically checks for a duplicate entry of a calendar event for an individual. The Resource Conflict Checker checks to see if there is a conflict in scheduling with the selected resource. If a conflict exists, the conflict icon appears. 24 Office of the Corporation Counsel, County of Hawai`i Recurring Calendar Wizard: The Recurring Calendar Wizard enables the user to create recurring calendar items. This wizard is located on the Wizard button from Legal Files' side navigation pane) and from the Calendar Update window. The options for recurring include daily, weekly, monthly, yearly and custom. Calendar Copy Feature: The Calendar Copy feature enables the user to make a copy of the current item. The copied item is assigned to the currently logged-in user. This feature is useful for making a copy of a routed calendar item, as well as making a copy of an existing calendar item. Outlook Calendar Integration: Legal Files Software, Inc. developed the Outlook integration to quickly and easily creates an Outlook appointment and/or task from a corresponding Legal Files calendar or todo. Saving the item automatically creates and links the corresponding event in Outlook (or Legal Files) to each other. The Outlook integration for calendars and tasks places a “Legal Files Web” tab on the user’s Outlook ribbon. Clicking the tab’s “Save” button opens a file selection window where the user simply searches and selects the case/matter where the appointment or task should be created, and Legal Files automatically creates the appointment or task in the appropriate file. The Legal Files client does not need to be running to use the Outlook integration. Task Management and Workflow Wizards Legal Files provides a robust notification and tickler system. Legal Files includes both task lists for the case and user to-do lists. Through its powerful interface, Legal Files provides users with the ability to easily manage all their individual to-do’s, both non-case related and case-related—all from the same index. Legal Files also provides a case view of all to-do’s for all users assigned to a particular case. The Users’ To-do Selection Window, as well as the Case To-do Selection Window, offers advanced searching, which provides searching and sorting in a number of different ways. Workflow Wizard Legal Files’ Workflow Wizard automatically assigns tasks and due dates to users based upon their role in a file. The workflow wizard uses a task wizard template which standardizes each step in a process into a task with an assigned role, ensuring that nothing will be forgotten. The wizard assigns the tasks to the appropriate user in the file in one, simple step. Once to-dos are populated using the Workflow Wizard, they are linked together. With linking, if a change is made to a to-do, the user is notified and the change can be made to an individual to-do, multiple to-do’s or to all to-do’s proportionately. Wizard Triggers Legal Files’ Wizard Triggers define conditions that trigger the sending of e-mail to both Legal Files users and to Internet recipients, notifying those recipients that a specific condition has been met, or it can trigger another action to occur. In addition to sending e-mail to recipients, the wizard trigger may be configured to launch the workflow wizard, with or without a default workflow wizard being specified. Wizard triggers can be launched: When a file is opened When a file is closed When a file is distributed to… (Enterprise only) When a file is distributed from… (Enterprise only) When a file status changes from… 25 Office of the Corporation Counsel, County of Hawai`i When a file status changes to… When a user is assigned to a file When a user is un-assigned from a file Legal Files includes the ability to create an unlimited number of user defined workflow wizards to help ensure business processes are followed and deadlines are met. Workflow wizards can include calendar items, to-do’s and e-mail notifications. Activities within the workflow wizard are then assigned to the “type” of user that will receive the calendar, task or e-mail. Once a wizard is created, it is associated with an event in the system called a trigger. A trigger can be the opening of a case, closing of a case, updating the status of a case (hearing rescheduled, decision issued, hearing cancelled etc.), or even the creation of a document. When a triggered event occurs, Legal Files will automatically launch the appropriate workflow wizard and assign the calendar items and to-dos to the appropriate people and send e-mail notifications. A big part of Legal Files workflow features involves end-user notifications. Legal Files automatic notification system is called Heads Up. Legal Files will alert or notify users of calendar notifications, due dates or tasks through Heads Up, Legal Files’ comprehensive in-box. E. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potential budget shortfalls. Legal Files response: All fields within the Legal Files database are accessible for reporting purposes, and any third-party ODBC compliant tool can be used by customers who have custom reporting needs. For out-of-the-box reporting, Legal Files offers four main reporting methods. A very easy-to-use advanced search feature is included on virtually every “result” window in the system, and a “Print View” can be selected to provide a printed report or a direct export to Excel. Second, built-in query tools for case files, Name Cards (contact records), expenses, calendars, time entries and custom window data can be reported on in a list or tabular format, or exported directly to Excel. Third, management dashboards offer managers quick access to pre-built queries, providing a snapshot of data in a graphical format. Fourth, pre-built Crystal Reports are included with the application; in addition, custom developed Crystal Reports can be built in Crystal and generated within Legal Files. Legal Files’ powerful Query Reports satisfy ad-hoc reporting needs from an end user’s perspective. Whether searching for cases, contacts, calendars or custom window data, users, from within a very easy interface, can quickly select the desired data fields to query, offering hundreds of potential combinations. Any results screen allows data to be exported directly to Excel, maintaining the column format for further sorting using the power of Excel. Legal Files’ advanced search functionality is provided on all index windows. The search criteria are based on the data elements provided from the index being searched. All advanced search windows enable users to pick any combinations of the search/filter criteria, drill down from the results index, and provide a Print View (.html output) or export the results directly to Excel. In addition to all standard 26 Office of the Corporation Counsel, County of Hawai`i advance search windows, Legal Files provides customers with the ability to create their own advance search windows on their own Custom Windows, which then can be searched globally or just within a file/case. Legal Files’ advanced searches and Crystal Reports criteria can be saved for re-use. In addition, a default search can be defined by every user on every window which uses the advanced search. This default search is the criterion that is used whenever that user selects that particular window. An unlimited number of searches can be saved. Legal Files uses industry-standard database platforms (Microsoft SQL), so virtually any third-party reporting tool that supports connections to the database platform can be used. Legal Files integrates very tightly with Crystal Reports, allowing customer developed reports in Crystal to be “embedded” into Legal Files. These reports can then be executed directly within the application as if they were “standard” Legal Files reports. Application security control access to these reports. Additionally, a report developed using Crystal can be scheduled and distributed using Legal Files report scheduling capabilities. The administrative tool for Legal Files contains a feature called Add Ons, which allows Legal Files to integrate with Crystal Reports. Add Ons provides the ability to attach a custom-built report in Crystal to the reports interface. Add Ons maintains the structure of the Legal Files security system, and enables users to launch custom-built reports from within Legal Files. Legal Files Software, Inc. developed the integration with Crystal Reports to provide the best offering for custom built reports. The integration with Crystal provides our users with the ability to query the database in many ways, providing the desired output—whether that is a list of results or a graphical presentation of the data using a pie or bar chart. Since the Legal Files Crystal Viewer presents the data in multiple formats such as.pdf, .Excel, Text or Word, users have the flexibility to export data in the desired format. Our approach to this integration has enabled us to quickly provide our user base with a sophisticated reporting tool, while keeping their support costs low. The Legal Files/Crystal Reports integration includes the Crystal runtime client, which is provided at no additional charge. For custom-developed Crystal Reports, users have the option to schedule the frequency of the report and the report recipients when selecting report criteria. The reporting service will then execute and deliver the report to all selected users in their Heads Up windows or their external/Outlook email. Standard Reports included within the application are Query Reports: Custom Window Query Report File Query Report Name Card Query Report Expense Query Report Time Query Report Document Query Report Document Text Query Report Eligibility Query Report File Related People Query Report Calendar Query Report File Communication Aging Query Report Management Dashboards Total Files Open Open Files by File Manager Open Files by Team Open Files by Team Member Average Days Open per File Open Files by Type 1 27 Office of the Corporation Counsel, County of Hawai`i Open Files by Type 2 Open Files by Type 3 Open Files by Location Open Files by Cost Center Time Budgeted vs. Actual Expenses Budgeted vs. Actual File Activity/Aging Total Activity Time by File Open To-do’s by Team Open To-do’s by Team Member Past Due To-do’s by Team Past Due To-do’s by Team Member Past Due To-do’s per Team by Type Past Due To-do’s per Team Member by Type Total Time Per Team Total Time Per Team Member Total Activity Time by User Total Time Per Team by Task Total Time Per Team by Activity Total Time Per Team Member by Task Total Time Per Team Member by Activity Hot Print Reports: Name Card Hot Print Report Name Card Envelope Hot Print Report Email Hot Print Report Expense Update Hot Print Report Mail Message Hot Print Report Phone Message Hot Print Report Time Slip Update Hot Print Report File Details Hot Print Report File Facts Hot Print Report Custom Window Hot Print Report Expense Quick Add Hot Print Report Workflow Wizards Hot Print Report File/Case Summary Report To-Do Detail Hot Print Report Calendar Detail Hot Print Report Document Detail Hot Print Report Note Detail Hot Print Report Day at a Glance Hot Print Report Week at a Glance Hot Print Report Work Week at a Glance Hot Print Report Month at a Glance Hot Print Report Team Calendar View Hot Print Report Group Calendar View Hot Print Report Resource Calendar View Hot Print Report Client Calendar View Hot Print Report Advanced Search Reports: Advanced File Search Report Advanced Name Search Report Advanced Calendar Search Report Advanced To-Do Search Report Advanced Phone Log Search Report Advanced Mail Log Search Report Advanced Email Search Report Advanced Document Search Report Advanced Time Entry Search Report Advanced Expense Search Report Advanced Note Search Report Advanced Document Template Search Report Advanced Document Text Search Report Advanced Crystal Reports Search Report Advanced Conflict Search Report Advanced Eligibility Search Report Advanced Transaction Summary Search Report Advanced File Related People Search Report Advanced Custom Window Search Report Standard Crystal Reports: Expense Query Report Expense Summary Report Expense Detail Report Expense Amounts Report File Manager All (Pie Chart) Open File Report (Bar Chart) Calendar Query Report Mail Log Query Report To-Do Query Report Files with No Open To-Dos Report Files with No Statute Date Report Files with No Incident Window Report File List Report File Related People Query Report Phone Log Query Report Heads Up Report Budget-Expenses by Cost Center Report (Bar Chart) Case Report by Cost Center (Pie Chart) Cases by Type (Pie Chart) Cases by Location (Pie Chart) Expenses by Vendor (Bar Chart) Budget by Case Budget by Vendor Conflict Check Report 28 Office of the Corporation Counsel, County of Hawai`i Statute of Limitations Report Files with Unverified Statute Dates Report Files where Litigation not Approved Report Team Calendar Report Team To-do Report User Specific Crystal Reports File Specific Crystal Reports Output samples of some standard reports follow: Example of Legal Files case report in bar format. Example of Legal Files File Mgr. report in pie format. Example of Expense by Vendor Bar Chart Report Example of Expense Query Summary Report 29 Office of the Corporation Counsel, County of Hawai`i Example of File Query Detail Report Example of File Summary Report Example of Team Calendar Report Example of Team To-do Report Example of File Query Report 30 Office of the Corporation Counsel, County of Hawai`i Example of Custom Window Query Report Example of Legal Files Management Dashboard. Example of Drill Down from the Legal Files Management Dashboard for File Manager 1. F. Public records request management. Legal Files response: Legal Files is customizable to track any type of file such as a public records request. Legal Files custom menus allow case or file structure to be customized based on the types of 31 Office of the Corporation Counsel, County of Hawai`i files the customer handles. A Legal Files menu can exist for each type of file. Legal Files contains many pre-made case/file management windows, as well as offering Custom Windows features for creating windows that suit specific needs. Both pre-made and custom windows reside on Legal Files Custom File Menus. Through Legal Files unique Custom File Menus, a user can, with the proper security, decide which windows and language are used for each type of case/file and hide those that aren’t used. The result is a clean file menu that displays only the information each practice group requires. This flexibility makes it possible to provide a truly custom view of the case based on the data requirements of each file or group. A litigated file can look completely different from a FOIA or Records Request file being handled by the customer. G. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. Legal Files response: See the security section above for more details on installing Legal Files internally in an environment controlled by the County H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. Legal Files response: All customers as part of the annual software subscription are offered the maintenance and support program to ensure that you receive regular software upgrades and unlimited Legal Files help desk support. The maintenance and support program is part of the software subscription. Legal Files provides support for problems or questions relating to our software: telephone and email 32 Office of the Corporation Counsel, County of Hawai`i user support for everyday “how to” questions, telephone and email technical support for “talk through” system maintenance, and technical support for “walk through” system administration. Help Desk We do not use a call center or offshore subcontractors to provide support. All support is provided by Legal Files employees based in our Springfield, Illinois, office. Our full-time help desk team members offer extensive, proven experience and prompt, personal service. When necessary, the Legal Files Help Desk team can also access the user’s desktop via a secure web connection, using products such as GoToAssist/Fastsupport. This type of support enables the Help Desk team to see first-hand any issues that the user is experiencing and, in a vast majority of cases, helps provide resolution in a matter of minutes. Legal Files support is available Monday through Friday from 8 to 5 CST. Other times, such as after-hours support, by appointment. Our Help Desk system is designed to conform to our goal of answering each help call as it is received. However, any question that cannot be resolved will immediately be assigned to appropriate person or department. All support queries follow the same problem management escalation procedure: Level Description Initial Response Status Update 1 A problem with the software, which renders it inoperative or causes a significant and ongoing interruption to the customer’s business activities. 2 hours Daily until workaround or correction available. 2 A problem with the software, which degrades or disrupts operation, but does not cause a significant and ongoing interruption to the customer’s business activities. 4 hours Every two days until workaround or correction available. 3 A problem with the software, which has a minor impact on the customer’s business activities, or for which an acceptable work-around is readily available. 1 day As necessary or upon request. 4 General questions, suggestions and feedback pertaining to use and operation of the software. 2 days As necessary or upon request. Support Documentation Legal Files publishes and maintains an extensive support library which it considers to be confidential and proprietary. Customers who are current with their maintenance and support program may access, download and copy (for internal purposes only) this information at any time from our online Customer Resource Center. Available information includes current and past issues of Hints & Helps, our help desk publication; build notes; all training manuals and videos; and other documentation. An online Help section within the program offers extensive information on various features, their location within the application, and how users can access and leverage those features. Users can access this information through the contents, index or search tabs. Enhancements and Product Updates Legal Files is a mature application; however, as with any software program, no amount of product testing and quality assurance will catch every software “bug.” As a result, Legal Files releases periodic software fixes to address issues that are discovered by internal staff or reported through the help desk. 33 Office of the Corporation Counsel, County of Hawai`i These fixes are distributed via email to all customers as part of the maintenance program, and at no additional charge. In addition, Legal Files continuously adds functionality to the application to provide the latest in technological advances and fulfill requests from our customers. All requests for enhancements are prioritized based upon the potential benefit to the largest number of customers. Once prioritized, the requests are given to the development staff where a development plan and schedule is established. Legal Files averages one major release each year. I. Mobile/Remote access that allows each user to access and work with documents in the case management system. Legal Files response: Legal Files is a browser-based application and supports any device that uses Chrome or Microsoft Edge (Chromium based) and has access to the environment where Legal Files is installed. The application is sized appropriately from the desktop or tablet version of the browsers. J. Customization features that allow each user to configure the case management system to their own specific needs. Legal Files response: Legal Files is a COTS solution so many screens and windows are pre-built for our customers to reuse, and the data validation is set automatically based on the field type. Additionally, Legal Files provides customers with the non-technical functionality to create their own windows called Custom Windows. Legal Files is designed to allow non-technical users to administer and customize critical aspects of the application including security, custom windows, workflow templates, custom defined pick lists, document templates, custom prompts and file menus. Using the administrative features, your own users, with the proper training and security, can easily manage/configure Legal Files. System Wide Customization/Configuration Features Using the administrative features, your own users, with the proper training and security, can easily manage/configure Legal Files. Legal Files can be easily customized from within the program itself using non-technical tools. Legal Files has four segments of customization: custom menus, custom windows, custom prompts and customdefined look-up tables. Legal Files supports an unlimited number of each of these. Following is a brief explanation of the capabilities of each: Custom Menus Legal Files custom menus allow case or file structure to be customized based on the types of files the customer handles. A Legal Files menu can exist for each type of file. Legal Files contains many premade case/file management windows, as well as offering Custom Windows features for creating windows that suit specific needs. Users can control the size, color, content and text of any menu, allowing the creation of a customized system of menu templates specific to the practice group. Both premade and custom windows reside on Legal Files Custom File Menus. Through Legal Files unique Custom File Menus, a user can, with the proper security, decide which windows and language are used for each type of case/file and hide those that aren’t used. The result is a clean file menu that displays only the information each practice group requires. This flexibility makes it possible to provide a truly custom view of the case based on the data 34 Office of the Corporation Counsel, County of Hawai`i requirements of each file or group. As mentioned above litigated file can look completely different from a FOIA/Records Request file being handled by the customer. Custom Windows At the file level, Legal Files provides the ability to add an unlimited number of custom fields and screens. In addition to file level custom windows, Legal Files also provides the ability to add custom fields and screens to any groupware item such as a calendar, to-do, mail log, phone log, document profile, time entry and expense entry. For pre-built windows, Legal Files provides a custom prompt capability to modify certain field properties on existing windows. Below is a detailed description of the capabilities of the customization features on the Legal Files case screens. Legal Files Custom Windows is a powerful tool that is simple to create and can be attached to any case or matter. In addition to custom windows on a case/matter, custom windows, can be stored on a Name Card (contact record), File Related Person, Calendar, To-do, Expense, Time Entry, Document Profile, Mail Log and Phone Log Legal Files Custom Windows feature provides the ability to design windows that meet specific needs and the flexibility to change when office needs change. Data from Custom Windows can be used in ad hoc reports and merged into documents using the system’s built-in document assembly features. Each template can have up to 300 fields. Custom Windows can contain default values, so when the Custom Window is first created, the value already exists for either a Name Card or file. Custom Windows also can contain required controls, displaying an asterisk (*) next to the field prompt. The Custom Window validates that required fields have a value input. When a Custom Window is attached to a case/matter, it is stored with all other case/matter data. Because Legal Files is flexible, Custom Window Templates can be attached to more than one file. When a template is attached to a file, it becomes a Custom Window. Though based on the same template, Custom Windows can have a unique name in each file. Legal Files Custom Windows are attached to a file, case or matter using the custom menu. There is no limit to how many custom windows may be on a file menu. Legal Files also gives the user the ability to create and label multiple Tabs on a Custom Window. When adding a Tab-Section to a Custom Window Template, the user can select it as a control type. Custom Window Control (Field) Types include Entry, Date, Custom Window, Money, Number, Integration, Add-ons, Tally, Attachment, Pick List, Drop Down List, User/Date stamp, Check Box (Yes/No), URL, Decimal, Calculated, Note and Tab. Custom Prompts Legal Files Custom Prompts allow the flexibility to change the field labels on some existing Legal Files windows. Custom Prompts enable users to leverage the powerful pre-built screens within Legal Files, while still allowing the flexibility necessary for users to incorporate customized language/terminology. Custom Defined Lookups Legal Files custom defined look-ups allow for the customization and control of a certain type of field called pick lists. Legal Files pick lists benefit end users in three ways: providing the flexibility to incorporate customized language/terminology, providing ease of use to speed data input and providing the necessary structure to standardize data entry information. User Interface and User Preferences 35 Office of the Corporation Counsel, County of Hawai`i Legal Files delivers the unified desktop you desire, managing data, documents, email and all activity, plus the management tools to better manage matters and staff within the organization. Offering a userfriendly interface, Legal Files provides views that are “definable dashboards,” both at the user level (through Manage My Day) and at the file/matter level (through Manage My File). When a user first logs into Legal Files, the Manage My Day window displays a list of the user’s specific tasks, appointments, notifications, etc. From here, a user can access his or her detailed calendar, task list, documents and notes (all the Action items) by selecting the appropriate icon. A powerful feature of Manage My Day is the automatic notification system, which is called Heads Up. Legal Files allows repeat notification of due dates or tasks through Heads Up. Heads Up messaging automatically notifies users of calendar items, to do’s, past to-do’s, reminders, email, phone messages, documents, notes and mail messages on one screen, so important information yet to be resolved is quickly brought to their attention. Legal Files is centered on “Manage My File,” which is a home page/dashboard for a specific case/file that provides quick access to data, communications, documents, activities and deadlines all from one screen. “Manage My Day” is a home page/dashboard for a specific user that provides quick reference to files/cases, notifications/reminders and user activity all from one screen. Both home pages use a navigation menu and vertical icons containing hyperlinks to the desired information and are detailed in the following screen shots. Manage My Day-Users Home Page When a user first logs into Legal Files, the Manage My Day window (above) displays a list of the user’s specific tasks, appointments, notifications, etc. From here, a user can access his or her detailed calendar, task list, documents and notes (all the Action items) by selecting the appropriate icon on the left. 36 Office of the Corporation Counsel, County of Hawai`i Manage My File-File/Case Home Page The Manage My File window (above) displays the Navigation and Actions menus that together provide the home page for the matter/file. Together, both menus provide file related data, documents, email, tasks, appointments, etc. all in one place. Legal Files provides one central location for all information related to each file, regardless of the type of file (investigation, case, project, etc.). Your Legal Files database has a place for everything, and everything is stored in one place. That means one central location for all information related to each file or document, including contacts, email and attachments, any types of image files plus notes, alerts, and reminders. The multiple data relationships built into Legal Files means there is no redundant data entry. Legal Files brings a true team concept to knowledge and file management, sharing and integrating the varied responsibilities and work products of all staff members. Legal Files works the way you work, storing an unlimited amount of information for an unlimited number of files and walking you through every aspect of file development. Legal Files is fully customizable, and you can determine the look and language that is meaningful to your organization, or a particular department or location. User Preferences and Configurations Legal Files users are offered a variety of ways to configure their Legal Files environment. Leveraging the options available in User Preferences, a user may tailor her Manage My Day Screen in several ways. Using the Manage My Day default, recent Files and the Heads Up window are available to all users. Additionally, users may select any of the two windows (calendar, to-do’s, emails, documents, phone logs, mail log, and time slips) to display in the lower sections of Manage My Day. Users also have the option of defaulting to the Heads Up window instead of Manage My Day for their home page. Preferences are set up at the user level, enabling individuals to alter their Legal Files display to better accommodate their specific daily activities and the way they work. Another user preference is Recent Files. Users may choose to have Legal Files display their most recently accessed files (any number from 9 to 99 on the list). Users can also define their preferences to display or hide the Note Preview Pane on the dashboard. 37 Office of the Corporation Counsel, County of Hawai`i Since everyone works differently, users can also establish their own default searches. The user default search provides users the ability to define their own search criteria so anytime they navigate to that search window, the results of the default search reflect their own criteria. Users may also save other searches, making it easy to search for frequently used information based on their needs. Consequently, if an attorney visits a specific page, the default search will deliver the results that attorney has specified. A paralegal may visit that exact same page, but the results of the default search will be different and depend upon the search criteria that the paralegal has pre-selected. Legal Files provides these preferences to our customers so that the information displayed delivers the information that matters to them. In addition to being able to configure their Manage My Day Screen and save a variety of searches and default searches within the application, users can configure their preferences to determine what information is displayed when a file is viewed. Legal Files has several prebuilt windows that will be used on menu templates. When a user opens a file, basic file information is displayed to the right of the file menu template. This information is typically captured on every file. But the user can determine (on the two boxes that you’ll see on the right side of the screen) what additional information is displayed. Users can set their preferences to display their File Home Index 1 & 2 windows to any of the following options: Assigned Users, File History, Related People, Related Files and Transaction Summary. K. The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully use its features. Legal Files response: Legal Files is a robust, professional case management system. It is reasonably easy to learn and use; however, Legal Files Software, Inc. recommends a serious and disciplined approach to training that is conducted by Legal Files trainers. For this reason, Legal Files Software, Inc. employs full-time certified personnel dedicated to meeting our clients’ training needs. Training is arguably the most important service that Legal Files Software, Inc. provides to its clients since it is during training that your users will gain both the knowledge and confidence needed to successfully adopt their new Legal Files system. Maximum effectiveness and efficiency will only be acquired if management requires all appropriate employees to receive the training and practice necessary to become proficient in the use of the software. A formal training plan will be developed and approved with the project team during the early stages of the project; however, Legal Files training is typically completed in the following separate phases. The pricing section includes the recommended quantity of each of the training sessions and configuration assistance. Project Team/Legal Files Administrative Training and Configuration The first phase will involve all members of the project team and includes both system administration and end user training sessions. These sessions can be held at either Legal Files corporate training facilities or at your own training facilities, provided the project team is isolated from all other responsibilities during training. Legal Files Software, Inc. insists that key employees who will be responsible for the ongoing administration of the Legal Files solution complete administrative training. System administration training will enable your employees to establish system options and preferences. Upon completion of Administrative Training, Legal Files Software, Inc. will provide implementation assistance to help with the initial configuration and rollout of the system. During this time, Legal Files will work closely with your own administrator(s) to facilitate an additional level of knowledge transfer between the parties. The Legal Files project manager and your own system administrator(s) will then work together to 38 Office of the Corporation Counsel, County of Hawai`i configure the system. • Set up case menus • Create custom windows • Establish appropriate user workgroups • Decide and establish system security • Create workflow wizards and triggers • Create document assembly templates This proposal does not include the creation of document assembly templates even though this is generally a part of system configuration. Since there is no way to reasonably know how many different templates would be required, there is no way to estimate the amount of time or effort that this would entail at this time. Legal Files Software, Inc. recommends having one person or a small group of people responsible for this activity; and this topic will be adequately covered during the training sessions. End-User Training When the time comes for your office to “go live” with Legal Files, your implementation training plan will consist of an overview of the system’s essential functions for all staff, combined with individualized training sessions for each employee who will use Legal Files. We recommend that each end-user receive at least one, two-hour “one-on-one” training session facilitated by a Legal Files trainer. People learn Legal Files by using it. And with this training approach, each end-user will get hands-on experience navigating Legal Files as it has been customized for your office and will be better prepared to use the software’s features right away. Additionally, your employees can be provided with an electronic copy of our end-user training manual for future reference upon completion of the training and to reinforce what was covered in their one-on-one training session. Learning is a continuous process. That’s why in the days and weeks immediately after your Legal Files go-live training, your Legal Files trainer will also schedule some additional follow-up trainings in the form of group or individual sessions designed in a Q&A format to allow staff to ask questions and improve their use of Legal Files. Installation Legal Files has bundled all installations in automated routines. The database, web server and associated components, and workstation installations are all automated to save our customers the time and expense of complex, onsite installations. Legal Files support group will provide remote installation support to install Legal Files and necessary components. L. Licensing and any associated fees. Legal Files response: See the Cost Proposal section below for all software licensing and implementation services. M. Computer hardware requirements compatible with Section 1.6 herein. Legal Files response: See Technical Specifications section above. 39 Office of the Corporation Counsel, County of Hawai`i Implementation, Project Management, Training and Ongoing Support 1. A narrative discussion of the conceptual plan, strategies and methodologies of the proposed system and/or software. Legal Files response: Legal Files is a commercial off the shelf (COTS) solution that is browser based and can be installed either on servers on premise in your data center or in the cloud through a third-party hosting provider such as AWS, Azure, etc. selected and controlled by the County. Legal Files Software, Inc. over 30+ years has successfully implemented fully integrated solutions for 1,000+ installations around the world and has been responsible for implementing every customer from our smallest to the largest. Our software is being used by a very diverse set of customers, ranging in size from two to 2,000 users. Our logical program design, intuitive user interface and tremendous customization capabilities enable the application to be “molded” to any organization with case/matter management requirements. Thousands of users in all types of government agencies use Legal Files software every day to store case/matter information and track office workflow. 2. A narrative discussion of services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. Legal Files response: Our service offerings reflect the COTS nature of the Legal Files case management system, and positively impact our approach to project implementations. The most significant feature of our services approach is simplicity. The extensive time and expense requirements typically encountered with implementing a custom-built application simply are not necessary when you select Legal Files as your case management system. You will see this approach detailed below. Legal Files Software, Inc. staff provide professional services for software development, maintenance and support, project management, training, configuration assistance, data conversion and custom development. These services have been provided for 30+ years. Legal Files’ approach to implementing the system is built on more than 30 years of experience installing and configuring the application. Our approach is continually refined to minimize risk and ensure the highest level of customer satisfaction throughout the entire process. The following information provides a well-defined outline of what to expect during the implementation process and how Legal Files will meet our common goal. It should be noted that some of the following steps may not be necessary depending upon your scope of work, while some other (less common) steps may be required. Regardless, Legal Files Software has the experience and expertise to adapt to these changes without issue. Participants/Project Team While it is Legal Files that provides the project plan and completes many of the necessary tasks, it is critical that the customer participates fully throughout the entire project. For that reason, a dedicated 40 Office of the Corporation Counsel, County of Hawai`i project team should be established to provide the required information and complete all tasks needed for a successful installation. This dedicated project team will meet regularly during the implementation to address the business process, administrative, and technical issues that will arise. It is recommended that team members do not change during the project. The project team will consist of a project implementation specialist from Legal Files and a project implementation specialist from the customer’s organization who will have joint responsibility for meeting deadlines and keeping the project on track within their respective organizations. Your Legal Files project implementation specialist will work as your central point of contact for all issues surrounding the implementation. Other people who will be instrumental in the implementation and ongoing operation of the application will also be included on the project team. Throughout the project, the team members will be predominantly involved in: • Sharing their knowledge to help design and configure the new solution. • Reviewing documents to confirm they are accurate and/or will meet needs. • Attending training and knowledge transfer sessions to obtain necessary information to perform tasks for the project or effectively use the new solution once implemented. • Testing the new system to confirm it meets all stated business needs. Effectively participating in each of the above items is critical to the success of the project. If the requirements for the new system are not clearly defined early, a deficiency may not be discovered until late in the project, causing delays and additional costs. Further, the participation of your users will directly affect how the new system is implemented. Legal Files recommends, at a minimum, the following customer personnel for inclusion on the project team: • A customer project implementation specialist – this individual will be the primary point of contact for all matters surrounding the implementation of the system and must have the authority to approve work and accept deliverables. • The primary Legal Files system administrator(s) – this individual(s) will have eventual responsibility for administering the application within the organization and providing assistance to end users. • An information technology representative – this individual will be responsible for implementing all customer policies and procedures during each phase and assist with establishing policies for such items as database backup and network security rights after the system is put into production. • A representative(s) from each department – these individuals must be knowledgeable on the current operations of each department included in the user group and has authority to make decisions on how the system will be configured for their specific needs. Note: The above descriptions are based on responsibilities defined in the project work plan. It is common for one individual to be able to fulfill multiple responsibilities. The time requirements for each project team member will vary, based on the roles and responsibilities assigned. When establishing the project team, it is imperative that each team member is given sufficient 41 Office of the Corporation Counsel, County of Hawai`i time by their supervisors to take on these tasks. Proper project planning, combined with open communication from all team members, will ensure success. Legal Files will also work with you to establish the control procedures necessary to ensure that people working on the project are aware of the correct procedures to be followed. This ensures consistency, while the “flow” of the project is not interrupted by a lack of direction or understanding. The major areas of the project that require effective control are quality, change (scope and requirements), progress and organizational impact. Legal Files and your staff will work together as a team to achieve the primary objective: implementation of the application. To accomplish this, we need a common understanding of what we are trying to achieve, the approach we are taking to attain the desired results, and what role each individual plays in achieving success. Project Initiation Upon initiation of the project, a kick-off meeting will be held with all project team members. The roles and responsibilities of each member will be established, project activities will be reviewed, and the overall project organization and schedule will be formalized. Working with the project team, Legal Files will also submit recommended project control procedures and further define the risks and assumptions that have been made to date. The project control procedures will establish the following: • Quality – the frequency and nature of project activity reviews • Change – the procedure for requesting and tracking changes to the scope and/or requirements • Progress – the frequency and medium of progress reporting • Organizational Impact – the plan for assessing and controlling the impact of the project on the organization The following information provides a well-defined outline of what to expect during the implementation process and how Legal Files will meet our common goal. It should be noted that some of the following steps may not be necessary depending upon your scope of work, while some other (less common) steps may be required. Legal Files has the experience and expertise to adapt to these changes without issue. Project Status Reporting As with any project, periodic assessment is an integral part of the project timeline. At the end of each phase, an assessment will be conducted to document and communicate the results of the current phase, prepare for the next phase and incorporate any comments provided by the project team. This phased assessment provides an opportunity to agree to any revisions to the scope, overall approach and schedule, or control procedures. Installation Legal Files has bundled all installations in automated routines. The database, web server and associated components, and workstation installations are all automated to save our customers the time and expense of complex, onsite installations. 42 Office of the Corporation Counsel, County of Hawai`i A Legal Files help desk specialist will walk your technical representative through the process usually during one telephone call to ensure the application is properly installed. During the installation process, a unique “Site ID” and license code are provided to validate the installation. Requirements/Design Definition/Configuration The Legal Files application can be configured in numerous ways to meet the specific and unique business requirements of your organization, including a flexible file menu structure, hundreds of customizable pick lists and drop-down fields, custom windows and field labels, document forms and more. Legal Files will schedule sessions to work with your subject experts to define business requirements and detailed design information for a logical grouping of business functionality, processes and additional requirements that will impact how the system is configured for use. The information gathered at these preliminary consultations will be used to determine how the application will ultimately be configured. Configuring the software works best when it is a collaborative effort. Our project implementation specialists and trainers will educate your staff on how the software works and what it is capable of, and will guide you through important decision points necessary to configure the software to best meet the specific needs of your organization. 3. A narrative description of an implementation plan upon award of contract, and a plan for project management through hand over of the system and/or software. Legal Files response: Based on known information at this time, Legal Files believes the entire project can be completed in a relatively short period of time. The sample project plan is designed to provide scope of the tasks for the project and deliverable dependencies. The dates indicated are not presumed to be accurate as they depend on numerous external variables including but not limited to previous personnel commitments and other projects driving the development and operational schedules. Accurate dates for deliverables will be determined based on the completion of previous deliverables as defined in the project plan. Week of Project Deliverable Task Resource Planning Stage Week 1 Contract Award Awarding of Contract Client Week 2-3 Project Kick-Off Meeting Project Management LFS & Client Project Team Week 2-5 Delivery of Software Technical Support Legal Files Installation Technical Support LFS & Client IT Delivery of Documentation Technical Support Legal Files Development Stage 43 Office of the Corporation Counsel, County of Hawai`i Week 3-6 Database provided by client for review and confirmation of Level of Effort to convert by LFS Conversion LFS & Client Requirements Gathering Implementation/Project Management LFS & Client Project Team Training Plan Project Management LFS & Client Project Team Week 7-12 Project Team-Admin. Training Training LFS & Client Admin Users Requirement Gathering Data Mapping for Custom Conversion and Laserfiche integration Implementation/Project Management LFS & Client Admin Users Configuration and Implementation Assistance Implementation/Project Management LFS & Client Admin Users Week 13 Data Mapping Sign-off Project Management Client Week 14-26 Custom Conversion and Laserfiche integration Coding Development LFS Acceptance Stage Week 27 Custom Conversion Review and Laserfiche integration testing Project Management Client Week 29 Custom Conversion and Configuration Adjustments Development Legal Files Final Configuration Adjustments Implementation/Project Management LFS & Client Final Installation Installation LFS & Client Week 32-35 End User Training Training LFS & Client End Users Post-Implementation Support LFS & Client Custom projects, such as data conversions and integrations, are queue based, meaning that the project first in the queue is worked on first. This approach provides a level field among custom projects but makes it difficult to predict dates. Legal Files is confident that it can deliver the proposed solution and provide the necessary assistance to ensure a successful implementation. Our experience and approach ensure a low-risk project within a relatively short implementation timeframe, all at a reasonable cost to your organization. 44 Office of the Corporation Counsel, County of Hawai`i Each project phase produces specific deliverables. A list of these deliverables/milestones follows: Sample List of Deliverables/Milestones ✓ Project Kick-Off ✓ Project Plan ✓ Installation of the Software ✓ Delivery of the Standard Documentation ✓ Project Team-Admin Training ✓ Configuration of the Software ✓ Training Plan ✓ Data Mapping Report for each Conversion/Integration ✓ Custom Data Conversion for each Conversion ✓ Laserfiche Integration ✓ End User Training-One on One Training ✓ Ongoing Maintenance and Support ✓ Follow up Training 4. Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. Legal Files response: Legal Files Software, Inc. offers the experience and capabilities to successfully implement, install and help integrate your new Legal Files system into your existing environment. Additionally, we offer in-house, full-time trainers who will be responsible for providing end user, administrative user and, if needed, technical training. Legal Files trainers have a long, proven history of training users at all levels of computer efficiency and achieving an extremely high adoption rate. A formal and customized training plan, developed in concert with the entire project team, will ensure a smooth transition to your new Legal Files system. Legal Files training department also offers yearly “New Features Training” to ensure that your staff members stay up to date. After implementation, training for new users may be scheduled at your convenience. Support Documentation Legal Files publishes and maintains an extensive support library which it considers to be confidential and proprietary. Customers who are current with their maintenance and support program may access, download and copy (for internal purposes only) this information at any time from our online Customer Resource Center. Available information includes current and past issues of Hints & Helps, our help desk publication; build notes; all training manuals and videos; and other documentation. An online Help section within the program offers extensive information on various features, their location within the application, and how users can access and leverage those features. Users can access this information through the contents, index or search tabs. Enhancements and Product Updates Legal Files is a mature application; however, as with any software program, no amount of product testing and quality assurance will catch every software “bug.” As a result, Legal Files releases periodic software fixes to address issues that are discovered by internal staff or reported through the help desk. These fixes are distributed via email to all customers as part of the maintenance program, and at no 45 Office of the Corporation Counsel, County of Hawai`i additional charge. In addition, Legal Files continuously adds functionality to the application to provide the latest in technological advances and fulfill requests from our customers. All requests for enhancements are prioritized based upon the potential benefit to the largest number of customers. Once prioritized, the requests are given to the development staff where a development plan and schedule is established. Legal Files averages one major release each year. 5. Describe the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. Legal Files response: As mentioned previously, all customers (as part of the annual software subscription) are offered the maintenance and support program to ensure that you receive regular software upgrades and unlimited Legal Files help desk support. The maintenance and support program is part of the software subscription. Legal Files provides support for problems or questions relating to our software: telephone and email user support for everyday “how to” questions, telephone and email technical support for “talk through” system maintenance, and technical support for “walk through” system administration. Help Desk We do not use a call center or offshore subcontractors to provide support. All support is provided by Legal Files employees based in our Springfield, Illinois, office. Our full-time help desk team members offer extensive, proven experience and prompt, personal service. When necessary, the Legal Files Help Desk team can also access the user’s desktop via a secure web connection, using products such as GoToAssist/Fastsupport. This type of support enables the Help Desk team to see first-hand any issues that the user is experiencing and, in the vast majority of cases, helps provide resolution in a matter of minutes. Legal Files support is available Monday through Friday from 8 to 5 CST. Other times, such as after-hours support, by appointment. Our Help Desk system is designed to conform to our goal of answering each help call as it is received. However, any question that cannot be resolved will immediately be assigned to appropriate person or department. All support queries follow the same problem management escalation procedure: Level Description Initial Response Status Update 1 A problem with the software, which renders it inoperative or causes a significant and ongoing interruption to the customer’s business activities. 2 hours Daily until workaround or correction available. 2 A problem with the software, which degrades or disrupts operation, but does not cause a significant and ongoing interruption to the customer’s business activities. 4 hours Every two days until workaround or correction available. 3 A problem with the software, which has only a minor impact on the customer’s business activities, or for which an acceptable workaround is readily available. 1 day As necessary or upon request. 46 Office of the Corporation Counsel, County of Hawai`i 4 General questions, suggestions and feedback pertaining to use and operation of the software. 2 days As necessary or upon request. 6. Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Legal Files response: Resumes for Legal Files’ team members who may be assigned to this project follow. Final assignments will be made upon contract award. All are full-time employees of Legal Files Software, Inc. 47 Office of the Corporation Counsel, County of Hawai`i 48 Office of the Corporation Counsel, County of Hawai`i 49 Office of the Corporation Counsel, County of Hawai`i 50 Office of the Corporation Counsel, County of Hawai`i 51 Office of the Corporation Counsel, County of Hawai`i 52 Office of the Corporation Counsel, County of Hawai`i 53 Office of the Corporation Counsel, County of Hawai`i 7. Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. Legal Files response: As mentioned previously, Legal Files will be installed either within your data center or a third-party hosting provider selected and controlled by your IT department so testing of Legal Files in your environment will be completed internally. Additionally, when a release is available to customers the software is not upgraded automatically, and it is scheduled with the customer’s involvement. A typical server-side upgrade takes less than three hours. Please keep in mind that Legal Files is not custom software; that Legal Files Software, Inc. is not building a customized solution specifically for the organization. Though highly customizable with functions within the software, Legal Files is a commercial, off-the-shelf (COTS) application. That said, every Legal Files release is thoroughly tested in separate and distinct pre-alpha, alpha and beta phases before general release. This means that the release successfully meets or exceeds all the criteria for each phase before the next phase of testing begins. Any issues or concerns are promptly addressed as they arise, not at the conclusion of the process. Additionally, Legal Files Software, Inc. maintains its own testing laboratory and state-of-the-art diagnostic equipment on-site. We rigorously test capacity and performance criteria, ensuring that each release optimally functions in a real-world environment. Legal Files has included two different test environments so even after general release of the software it can first be loaded into the test environment for internal testing against the department’s use cases. This would happen before rollout to the production environment. 8. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. Legal Files response: Legal Files is a robust, professional matter management system. It is reasonably easy to learn and use; however, Legal Files Software, Inc. recommends a serious and disciplined approach to training that is conducted by Legal Files trainers. For this reason, Legal Files Software, Inc. employs full-time certified personnel dedicated to meeting our clients’ training needs. Training is arguably the most important service that Legal Files Software, Inc. provides to its clients since it is during training that your users will gain both the knowledge and confidence needed to successfully adopt their new Legal Files system. Maximum effectiveness and efficiency will only be acquired if management requires all appropriate employees to receive the training and practice necessary to become proficient in the use of the software. A formal training plan will be developed and approved with the project team during the early stages of the project; however, Legal Files training is typically completed in the following separate phases. The pricing section includes the recommended quantity of each of the training sessions and configuration 54 Office of the Corporation Counsel, County of Hawai`i assistance. Project Team/Legal Files Administrative Training and Configuration The first phase will involve all members of the project team and includes both system administration and end user training sessions. These sessions can be held at either Legal Files corporate training facilities or at your own training facilities, provided the project team is isolated from all other responsibilities during training. Legal Files Software, Inc. insists that key employees who will be responsible for the ongoing administration of the Legal Files solution complete administrative training. System administration training will enable your employees to establish system options and preferences. Upon completion of Administrative Training, Legal Files Software, Inc. will provide implementation assistance to help with the initial configuration and rollout of the system. During this time, Legal Files will work closely with your own administrator(s) to facilitate an additional level of knowledge transfer between the parties. The Legal Files project manager and your own system administrator(s) will then work together to configure the system. • Set up case menus • Create custom windows • Establish appropriate user workgroups • Decide and establish system security • Create workflow wizards and triggers • Create document assembly templates This proposal does not include the creation of document assembly templates even though this is generally a part of system configuration. Since there is no way to reasonably know how many different templates would be required, there is no way to estimate the amount of time or effort that this would entail at this time. Legal Files Software, Inc. recommends having one person or a small group of people responsible for this activity; and this topic will be adequately covered during the training sessions. End-User Training When the time comes for your office to “go live” with Legal Files, your implementation training plan will consist of an overview of the system’s essential functions for all staff, combined with individualized training sessions for each employee who will use Legal Files. We recommend that each end-user receive at least one, two-hour “one-on-one” training session facilitated by a Legal Files trainer. Since people learn Legal Files by using it, our training approach provides that each end-user receives hands-on experience navigating Legal Files as it has been customized for your office. Consequently, everyone is better prepared to use the software’s features right away. Additionally, your employees can be provided with an electronic copy of our end-user training manual for future reference upon completion of the training and to reinforce what was covered in their one-on-one training sessions. Learning is a continuous process. That’s why in the days and weeks immediately after your Legal Files go-live training, your Legal Files trainer will also schedule some additional follow-up trainings in the form of group or individual sessions designed in a Q&A format to allow staff to ask questions and improve the use of Legal Files. 55 Office of the Corporation Counsel, County of Hawai`i System Reporting, Data Migration and Integration Legal Files response: See the functional section above for details on reporting, migration and integration. Cost Proposal Legal Files response: Legal Files Software, Inc. is pleased to present the Legal Files Case and Document Management System to the County of Hawai’i Office of the Corporation Counsel. Below is a summary of the costs the organization could expect to incur during the implementation of Legal Files, assuming 40 user licenses are acquired. All implementation services and training including a data conversion are based on a per hour charge. 56 Office of the Corporation Counsel, County of Hawai`i 57 Office of the Corporation Counsel, County of Hawai`i Legal Files Standard License Agreement (EULA) and Exceptions Exceptions to General Terms and Conditions • Section 10.7, page 39 – Strike this section, we do not agree to liquidated damages clauses. • Section 11.3, page 42 – Strike this section. We offer a COTS package, our software and documentation are licensed and not sold, and we do not do “work for hire.” Any work product from this contract will be licensed for use by the county, no title or ownership rights will be transferred. • Section 12.11, subsection (a), page 53 – Stike this portion of the last sentence in this section “…and shall be liable for excess costs incurred in procuring similar goods or services.” This is too broad and not consistent with industry standard software contracts. • Section 12.12, subsection (c), page 54 – Strike this section. As stated in the response to Section 11.3, our software and documentation is licensed for use, not sold. Additions End User License Agreement This End User License Agreement (this “Agreement”), effective as of the date of last signature below (the “Effective Date”), is entered into by and between Legal Files Software, Inc. (“Licensor”), an Illinois corporation, and the “Customer” identified below. I. CUSTOMER INFORMATION Full Legal Name: ______________________________________________________ Billing Address: _____________________________ ______ ___________________________________ Primary Contact: ____________________________ Email: ____________________ Phone: ______________________ Billing Contact: _____________________________ Email: ____________________ Phone: ______________________ II. TERMS AND CONDITIONS The Agreement consists of this cover page and the following Exhibits attached hereto, and incorporated herein by this reference: Exhibit A: General Terms and Conditions Exhibit B: Services and Support Policy Exhibit C: Order Form III. SIGNATURE BLOCK All software is licensed and services are provided subject to and in accordance with the provisions of this Agreement. Each party, by the signature of its authorized representative below, acknowledges that it has reviewed and understands, and agrees to be legally bound by the provisions of this Agreement. 58 Office of the Corporation Counsel, County of Hawai`i Customer: By: _________________________________ _____ Name: ___________________________________ Title: ____________________________________ Date: ____________________________________ Legal Files Software, Inc.: By: ______________________________________ Name: ___________________________________ Title: ____________________________________ Date: ____________________________________ Exhibit A General Terms and Conditions 1. Overview. These General Terms and Conditions for the End User License Agreement (“Agreement”) set forth the terms on which, pursuant to the Order attached hereto as Exhibit C and any subsequent orders placed by Customer and accepted by Licensor (each an “Order”), Licensor shall provide Customer with: (a) a subscription-based license to use the Licensor software applications, modules, and associated content (“Software”) identified in and licensed to Customer under a corresponding Order; and (b) maintenance and technical support, installation, training, data conversion, and other professional services (“Services”) provided or made available by Licensor to Customer in connection therewith. 2. License. Subject to the provisions of this Agreement and the corresponding Order, Licensor grants Customer a subscriptionbased, non-exclusive, non-transferable, non-sublicensable license to: (a) install a single production instance of the Software in accordance with the Documentation and in compliance with all applicable laws (unless additional production or non-production instances are expressly identified in and licensed under the Order) on Customer’s compatible computer systems located on Customer’s premises or at a third party hosting facility in accordance with the “Hosting” section below; (b) make the Software available for use by up to the number of named (i.e., non-concurrent) individual employees and contract staff of Customer and its wholly-owned subsidiaries for which Customer has paid the applicable license fees (“Users”); and (c) make a single copy of the Software solely for back-up purposes. Customer’s license is strictly limited to installation and use of the Software for Customer’s internal business purposes, in accordance with Licensor’s then-current online help manual and end user documentation for the Software (“Documentation”), and subject to any additional requirements set forth in the Order. 3. License Restrictions. Customer shall not, nor shall Customer authorize or permit any other person or entity to: (a) use or make the Software available for use by non-Users, or in excess of the Users for which Customer has purchased licenses; (b) allow User credentials to be shared or used by more than one individual (except for Customer’s bona fide, non-temporary transfer of credentials from one individual to another in connection with a User’s re-assignment, departure, or similar event); (c) sublicense, lease, rent, loan, distribute, publicly display, publicly perform, transfer, or otherwise make the Software or Documentation available for use by third parties; (d) modify, adapt, alter, translate, or create derivative works of the Software or Documentation; (e) merge the Software with any other software; (f) use the Software in or as part of a service bureau, timesharing, or outsourcing capacity, including acting as an ASP, host or data processor for any third party; (g) reference, rely upon, study, or otherwise use the Software or Documentation to develop a similar, alternative, or competing product or service; (h) use or distribute the Software in violation of any import, export, re-export or other applicable laws or regulations; (i) attempt to deactivate, bypass, or otherwise circumvent the license keys or other security measures for the Software; (j) remove or obscure any copyright or other proprietary rights notices, trademarks, logos or trade designations for the Software or Documentation; or (k) reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code for the Software. 4. Installation; Updates. After receipt of the required up-front payment under the corresponding Order, Licensor shall make the Software available to Customer for remote download from Licensor’s customer portal or via other mutually acceptable means. During the term of Customer’s maintenance and technical support subscription under the corresponding Order, Licensor shall make available to Customer bug fixes, service packs, updates, and upgrades for the Software that Licensor issues for general availability release (“Updates”) in the same manner. Updates do not include separately licensed applications, modules, 59 Office of the Corporation Counsel, County of Hawai`i or content, or new versions incorporating platform upgrades or substantial additional functionality that Licensor makes generally available for an additional or separate license fee. All Updates are licensed to Customer as part of the Software under and subject to the license and other provisions of this Agreement and the corresponding Order. 5. Maintenance and Support; Additional Services. During the term of Customer’s maintenance and technical support subscription under the corresponding Order, Licensor shall (a) provide maintenance and technical support for the Software as provided in the Order, (b) if purchased by Customer, provide managed services for Customer’s on premise or hosted installation of the Software, and (c) make available for purchase by Customer any additional installation, training, data conversion, and other Services that Licensor makes generally available to licensees of the Software. All such Services are provided subject to and in accordance with this Agreement and Licensor’s Services and Support Policy, the most current version of which is attached hereto as Exhibit B. Customer acknowledges that Licensor is responsible only for those Services documented and within scope of the Order. Any additional or out-of-scope Services requested by Customer shall be subject to Licensor’s availability and Customer’s payment of the additional corresponding fees and charges. Licensor reserves the right to suspend performance of Support and other Services if Customer is delinquent in payment or otherwise in material breach of its obligations hereunder. 6. Hosting. Customer may, at its option and expense, install the Software on computer systems that are hosted for Customer at one or more United States data centers by a reputable third party hosting provider, provided that (i) Customer notifies Licensor of the hosting arrangement and obtains Licensor’s email or other written consent (not to be unreasonably withheld), (ii) the hosting provider is not a direct competitor of Licensor, (iii) the Software is made available solely for Customer’s use under and in accordance with the license, license restriction, and other provisions of this Agreement, and (iv) Customer enters into an appropriate agreement with the hosting provider that supports Customer’s compliance with the foregoing requirements. As between the parties, Customer is solely responsible for any Software hosting arrangement, including for contracting with, complying with the terms, and paying the fees and charges of the hosting provider. Licensor assumes no responsibility or liability for the hosting infrastructure, or the availability, security, or operation thereof, even if Licensor facilitates the hosting arrangement or provides managed services for Customer’s hosted Software installation. 7. Customer Responsibilities. Customer is responsible for: (a) assigning qualified personnel to coordinate with Licensor regarding Services and manage Customer’s responsibilities as outlined in this Agreement and the corresponding Order; (b) procuring, installing and maintaining all client-side equipment and third-party software, and peripherals required to install and use the Software, including operating system and browser software and network connectivity meeting Licensor’s then-current system requirements; and (c) the accuracy, quality, integrity, reliability, and suitability of all data that Customer inputs, processes or stores using the Software, including securing all necessary licenses and permissions therefor (it being understood that Customer shall at all times remain the primary custodian and record keeper of its data); (d) creating a restore point for its systems and backing up all data; (e) adopting reasonable measures to safeguard Customer’s facilities, systems and network; and (f) performing any other Customer responsibilities identified in this Agreement or the applicable Order. 8. Pricing and Payment. All Software and Services are billed at the pricing and in accordance with the payment schedule set forth in the corresponding Order, or if no pricing or payment terms are specified, at Licensor’s then-current pricing with payment due net 30 days after the date of invoice. Licensor reserves the right to require a retainer in advance of any larger projects. All amounts are stated and payable in U.S. Dollars, and, except as otherwise expressly stated herein, are nonrefundable. The fees are exclusive of any taxes or duties associated with the Software and Services, however designated or levied in any jurisdiction by any taxing authority. Customer is solely responsible for all such taxes and duties, excluding taxes based on Licensor’s net income. The fees are exclusive of travel, meals, lodging and expenses for on-site services, which shall be invoiced by Licensor as incurred and reimbursed by Customer net 30 days after the date of invoice. Licensor reserves the right to charge interest on overdue amounts at the lesser rate of 1.5% per month (18% per annum), or the maximum rate permitted by applicable law, accruing from the due date until the date paid. In the event any amount owed by Customer requires collection efforts, Customer agrees to reimburse Licensor for all reasonable costs of collection. 9. Term; Termination. (a) Term of Agreement. This Agreement shall commence on the Effective Date and continue in full force and effect for so long as Licensor provides any Software or Services to Customer under one or more Orders, unless otherwise terminated as set forth herein. (b) License and Support Term; Renewal. The term of Customer’s Software license and associated Software maintenance and technical support subscription is as set forth in the corresponding Order. Unless otherwise expressly stated in the Order, subscriptions are billed annually in advance at Licensor’s then-current pricing, and shall automatically renew on an annual basis, unless either party provides at least 60 days’ prior written notice of non-renewal. If Customer allows subscriptions to 60 Office of the Corporation Counsel, County of Hawai`i lapse, Licensor reserves the right to condition reinstatement on payment of fees for back subscription fees and charges, as well any professional services required to bring Customer’s configuration current. (c) Termination. Either party may terminate this Agreement and/or any Order: (i) if the other party materially breaches this Agreement or the Order (including non-payment) and fails to cure the breach within 30 days (or 15 days for non-payment) after receiving written notice thereof; (ii) if the other party becomes or is declared insolvent, makes a general assignment for the benefit of creditors, suffers a receiver to be appointed for it, enters into an agreement for the composition, extension, or readjustment of all or substantially all of its obligations, files a voluntary petition in bankruptcy, or has an involuntary petition in bankruptcy filed against it, which petition is not dismissed with prejudice within 60 days after the filing thereof; or (iii) for any other basis expressly set forth in the applicable Order. Termination does not relieve Customer of its obligation to pay for all Software and Services ordered prior to termination. (d) Effects of Termination. Upon the expiration or termination of this Agreement and/or Customer’s Software licenses under a corresponding Order for any reason: (i) Customer’s license to the Software shall automatically and immediately terminate; (ii) Customer shall immediately discontinue all use of the Software and shall promptly (within 5 days) uninstall and remove any remnants of the Software and Documentation from its computers, network, and systems, and destroy (or return to Licensor) all tangible copies of the Software and Documentation in its possession; and (iii) Customer shall pay all amounts due and owing to Licensor. Sections 3, 9, 12, 13, 14, 15, 16, 18 and 19, and any other provisions of this Agreement which by their terms or nature are intended to survive, shall survive the expiration or termination of this Agreement for any reason, and shall be binding on and inure to the benefit of the parties and their respective successors and permitted assigns. 10. Software Warranty. For a period of 90 days after the date the Software is first made available to Customer for installation (or with respect to a later, separately purchased application or module not provided as an Update, the date such separately purchased application or module is first made available to Customer for installation), Licensor warrants that the Software (or such separately purchased application or module), when properly installed and used by Customer in accordance with this Agreement, shall operate in all material respects in accordance with the technical specifications set forth in Documentation. The foregoing warranty is subject to Customer notifying Licensor promptly, and in any event within 30 days after discovery of the nonconformity, of a breach of the foregoing warranty, and providing all information and assistance reasonably requested by Licensor in connection therewith. Upon receiving such timely notice, as Licensor’s entire obligation and Customer’s sole and exclusive remedy, Licensor shall provide a workaround for or otherwise remedy the nonconforming Software at no additional charge to Customer, or if Licensor is unable to do so within 60 days after receipt of Customer’s warranty claim, accept return of the nonconforming Software in exchange for a refund of the corresponding Software license fees paid. 11. Services Warranty. Licensor warrants that it shall perform the Services in a professional and workmanlike manner, consistent with generally accepted industry standards and practices. The foregoing warranty is subject to Customer notifying Licensor promptly, and in any event within 30 days after the date of performance of the nonconforming Services, of a breach of the foregoing warranty, and providing all information and assistance reasonably requested by Licensor in connection therewith. Upon receiving such timely notice, as Licensor’s entire obligation and Customer’s sole and exclusive remedy, Licensor shall use commercially reasonable efforts to remedy the nonconforming Services at no additional charge to Customer. 12. Exclusions. The Software and Services warranties exclude, and Licensor assumes no obligations or liability under warranty, support, or otherwise for: (i) problems caused by misuse, neglect or abuse of the Software; (ii) modifications to the Software or to Customer’s database structure not made or approved by Licensor; (iii) failure to install and use the most current release of the Software or the immediately prior release, or to implement Updates, recommendations or solutions previously supplied or made available by Licensor; (iv) Customer’s network, firewall, systems, hardware, third party software, or data, including a decision to operate on a system incompatible with the then-current system requirements for the Software; (v) back-up, replication or recovery of files or data, including corruption or loss of data or Software due to Customer hardware failure or fault (although Licensor shall use reasonable efforts to assist if such problems arise); or (vi) Customer’s failure or delay to perform its responsibilities, acts or omissions of third parties, telecommunications failures, or force majeure or other events beyond Licensor’s reasonable control. Licensor reserves the right to charge at its then-current rates for time spent responding to, investigating, or resolving out-of-scope warranty and support requests. 13. Customer Responsible for Legal Services. The Software is intended for use by qualified legal professionals in connection with case management and related activities. Licensor does not provide legal advice, and neither the Software nor the Services should be viewed or relied upon as a substitute for the counsel and independent judgment of an attorney or other legal professional. Customer is solely responsible for its provision (or receipt) of legal services, and for its selection and use of the Software and Services in connection therewith. Customer shall indemnify, defend and hold Licensor harmless from and against any and all claims, demands, suits, damages, losses, liabilities, costs and expenses (including reasonable attorneys’ fees) arising 61 Office of the Corporation Counsel, County of Hawai`i out of or resulting from any legal services provided or received by Customer or the use, non-use or misuse of the Software or the Services in connection therewith. 14. DISCLAIMER. EXCEPT FOR THE EXPRESS SOFTWARE AND SERVICES WARRANTIES SET FORTH ABOVE, THE SOFTWARE AND SERVICES ARE PROVIDED “AS IS” WITHOUT REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WITHOUT LIMITING THE FOREGOING, LICENSOR HEREBY DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, SUITABILITY OR RESULTS. LICENSOR DOES NOT REPRESENT OR WARRANT THAT THE SOFTWARE OR SERVICES WILL OPERATE UNINTERRUPTED OR ERROR-FREE, OR MEET CUSTOMER’S PARTICULAR BUSINESS, TECHNICAL OR OTHER REQUIREMENTS. CUSTOMER IS SOLELY RESPONSIBLE FOR THE SECURITY AND INTEGRITY OF ITS NETWORK, SYSTEMS AND DATA. THE SOFTWARE AND SERVICES MAY BE SUBJECT TO TRANSMISSION ERRORS, DELIVERY FAILURES, DELAYS, AND OTHER LIMITATIONS INHERENT IN THE USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS. NO EMPLOYEE OR AGENT HAS AUTHORITY TO BIND LICENSOR TO ANY REPRESENTATIONS OR WARRANTIES NOT EXPRESSLY SET FORTH IN THIS AGREEMENT. 15. Confidentiality. From time to time in connection with this Agreement, each party may receive, observe or otherwise be provided with certain confidential information of the other party, its affiliates or suppliers, in written, visual or oral form, including but not limited to business, marketing, sales, technical, creative, human resources, customer and other information that a person familiar with the party’s industry would consider confidential in nature (collectively, “Confidential Information”). Confidential Information does not include information that: (i) was known by the receiving party prior to any disclosure by the disclosing party; (ii) is disclosed to the receiving party on a non-confidential basis by a third party that is legally entitled to make such disclosure; (iii) is independently developed by the receiving party without reference to or reliance on the disclosing party’s information; (iv) is generally known or available to the public or in the public domain; or (v) is required to be disclosed by law, subpoena, or court order, but then only to the extent necessary to comply with the foregoing, and provided that the disclosing party is notified in advance so that it may seek to contest, limit or modify such disclosure. Each party shall hold the Confidential Information of the other party in confidence, exercising at least the same care used to protect its own Confidential Information of a similar nature, but no less than reasonable care. Each party shall access, use and disclose Confidential Information of the other party only for the limited purpose of exercising its rights and fulfilling its obligations under this Agreement, or as otherwise expressly authorized in writing by the other party. Upon the expiration or termination of this Agreement, each party shall promptly return to the other party or destroy all Confidential Information of the other party in its possession, and upon written request of the other party, certify in writing that it has retained no copies or summaries of the same. 16. Proprietary Rights. Notwithstanding any references to “purchase,” “sale” or similar terms in this Agreement or the Order, the Software is licensed, not sold. Licensor and its suppliers retain exclusive right, title and interest in and to the Software (in both binary executable code and source code form) and Services, including the program architecture, design, coding methodology, Documentation, screen shots and “look and feel” therefor, all Updates and other enhancements, modifications and improvements thereto, all goodwill associated with the foregoing, and all present and future copyrights, trademarks, trade secrets, patent rights and other proprietary and intellectual property rights of any nature throughout the world embodied therein and appurtenant thereto. All rights and licenses not expressly granted to Customer in this Agreement are reserved by Licensor and its suppliers. From time to time, Customer may provide suggestions, comments, ideas, or other feedback regarding the products or services of Licensor. Licensor shall be free to access, use, disclose, and otherwise commercialize and use such feedback, including for developing improvements to its products and services, free of any claims, payment obligations, or proprietary, confidentiality or other restrictions of any kind. 17. IP Infringement Indemnity. Licensor shall defend at its own expense any claim brought against Customer by a third party in a court of competent jurisdiction alleging that the Software infringes such third party’s copyright, United States patent, or registered trademark or misappropriates such third party’s trade secrets, and shall indemnify and hold Customer harmless from and against those costs and damages awarded to such third party, or agreed to by Licensor in a monetary settlement, that are specifically attributable to such claim. The foregoing obligations of Licensor are subject to Customer notifying Licensor promptly in writing of such claim, providing Licensor sole control over the defense and settlement thereof (provided, however, Customer may participate in the defense or settlement of such claim at its own expense with counsel of its choice), and providing all information and assistance reasonably requested by Licensor in connection therewith. Notwithstanding the foregoing, Licensor shall have no obligation or liability for any claim to the extent arising out of or resulting in whole or in part from: (i) unauthorized use or misuse of the Software by Customer or its Users; (ii) modifications to the Software not made by Licensor; (iii) blueprints, designs or other materials supplied by Customer; (iv) combination of the Software with hardware, software or other items not supplied by Licensor; (v) use of the Software as part of a Customer or third party method or system; (vi) use of an unsupported version of the Software; (vii) the specific data or type(s) of data input, processed or stored by Customer using the Software; or (viii) any third party products and services bundled or integrated with the Software or otherwise made available 62 Office of the Corporation Counsel, County of Hawai`i by Licensor to Customer (it being understood such products and services are subject to the license and terms of the respective third party suppliers, and are warranted if at all only as expressly provided by such suppliers). In the event Licensor has reason to believe that the Software is or may become subject to an infringement claim, in addition to Licensor’s indemnification obligation, Licensor shall have the right to modify the Software so that it becomes non-infringing, to secure the right for Customer to continue using the Software, or, if the foregoing options are not commercially practicable, as determined by Licensor in its reasonable discretion, to terminate this Agreement and/or the corresponding Order and accept return of the Software in exchange for a prorated refund of any prepayments made by Customer in respect of the remaining subscription period after the date of termination. 18. LIMITATIONS ON LIABILITY. IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, SPECIAL, PUNITIVE OR SIMILAR DAMAGES ARISING OUT OF OR RELATED TO THE SOFTWARE, THE SERVICES OR THIS AGREEMENT, INCLUDING LOSS OF BUSINESS, PROFITS, OR REVENUE, LOSS OR DESTRUCTION OF DATA, OR BUSINESS INTERRUPTION OR DOWNTIME, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE TOTAL CUMULATIVE LIABILITY OF EACH PARTY ARISING OUT OF OR RELATED TO THE SOFTWARE, THE SERVICES AND THIS AGREEMENT SHALL NOT, REGARDLESS OF THE NUMBER OF INCIDENTS OR CAUSES GIVING RISE TO ANY SUCH LIABILITY, EXCEED THE TOTAL FEES PAID BY CUSTOMER TO LICENSOR UNDER THE CORRESPONDING ORDER IN THE TWELVE (12) MONTHS PRIOR TO THE ACCRUAL OF THE FIRST SUCH CLAIM OR ONE THOUSAND U.S. DOLLARS ($1,000), WHICHEVER IS GREATER. THE LIMITATIONS ON LIABILITY IN THIS SECTION SHALL APPLY TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW, REGARDLESS OF THE CAUSE OF ACTION OR BASIS OF LIABILITY (WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), INDEMNITY, OR OTHERWISE); PROVIDED, HOWEVER, SUCH LIMITATIONS SHALL NOT APPLY TO, OR LIMIT THE LIABILITY OF A PARTY FOR ITS GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, OR IN THE CASE OF CUSTOMER, FULFILLMENT OR BREACH OF ITS OBLIGATIONS UNDER SECTION 3 (“LICENSE RESTRICTIONS”), SECTION 8 (“PRICING AND PAYMENT”), OR SECTION 13 (“CUSTOMER RESPONSIBLE FOR LEGAL SERVICES”). THESE LIMITATIONS ON LIABILITY ARE AN ESSENTIAL PART OF THIS AGREEMENT, AND SHALL BE VALID AND BINDING EVEN IF ANY REMEDY IS DEEMED TO FAIL OF ITS ESSENTIAL PURPOSE. 19. Miscellaneous (a) Governing Law. This Agreement shall be governed and interpreted for all purposes by the laws of the State of Illinois, U.S.A., without reference to any conflict of laws principles that would require the application of the laws of a different jurisdiction. The United Nations Convention on Contracts for the International Sale of Goods and the Uniform Computer Information Transactions Act (as enacted by any jurisdiction) do not and shall not apply to this Agreement, and are hereby specifically excluded. (b) Jurisdiction; Venue. Any dispute, action or proceeding arising out of or related to the Software, the Services or this Agreement shall be commenced in the state courts of Sangamon County, Illinois or, where proper subject matter jurisdiction exists, the United States District Court for the Central District of Illinois. Each party submits to the personal jurisdiction and exclusive venue of such courts and irrevocably waives any objections thereto, including based on forum non conveniens. (c) Notices. All notices under this Agreement shall be in writing and in the English language, and shall be delivered personally or by postage prepaid certified mail or express courier service, return receipt requested, to the other party’s address set forth in the most recent Order for Software or Services. Either party may change its address for notices from time to time by providing written notice of such change to the other party in the foregoing manner. (d) Assignments. Neither party may assign or otherwise transfer this Agreement, in whole or in part, without the prior written consent of the other party; provided, however: (i) Licensor may fulfill appropriate duties under this Agreement through its qualified subcontractors, provided that Licensor remains responsible for the performance of such subcontractors; and (ii) Licensor may assign this Agreement to an affiliate, successor, or acquirer in connection with Licensor’s merger, acquisition, corporate reorganization, or sale of all or substantially all of its business or assets to which this Agreement relates. Any attempted assignment or transfer in violation of the foregoing shall be null and void from the beginning and of no effect. (e) Relationship; Third Party Beneficiaries. The parties hereto are independent contractors. Nothing in this Agreement shall be deemed to create any agency, employment, partnership, fiduciary or joint venture relationship between the parties, or to give any third party any rights or remedies under or by reason of this Agreement; provided, however, the disclaimers, limitations on liability and contractual indemnification protections in this Agreement shall extend to the parties’ respective directors, officers, employees, agents, and affiliates. 63 Office of the Corporation Counsel, County of Hawai`i (f) Publicity. Neither party shall, without the prior written consent of the other party in each instance: (i) issue any press releases or make any other public statements concerning their relationship under this Agreement; (ii) disclose the pricing or terms of this Agreement to any third party, except to its legal, financial and other advisors under a duty of confidentiality, as may be required by applicable law, or as may be required in order to enforce this Agreement in a court of competent jurisdiction; or (iii) use in any advertising or marketing materials the name, logo or trademarks of the other party or its affiliates; provided, however, Customer may disclose to third parties that it is a client of Licensor, and Licensor may identify Customer as a licensee of the Software. (g) Equitable Relief. The Software and Documentation comprise the confidential and proprietary information of Licensor and its suppliers, constitute valuable trade secrets, and are protected by federal and international copyright laws and treaties. Customer acknowledges that its breach of the license or ownership provisions of this Agreement would cause irreparable harm to Licensor, the extent of which would be difficult and impracticable to assess, and that money damages would not be an adequate remedy for such breach. Accordingly, in addition to all other remedies available at law or in equity, and as an express exception to the jurisdiction and venue requirements of this Agreement, Licensor shall be entitled to seek temporary or permanent injunctive or other equitable relief in any court of competent jurisdiction. (h) Audit. During the term of this Agreement and for 12 months thereafter, Customer agrees to complete and return promptly any Software usage questionnaires issued by Licensor, to provide Licensor and/or its designated auditor with reasonable access to Customer’s relevant facilities, systems, and records to verify that Customer’s use of the Software is in compliance with the provisions of this Agreement, and to promptly pay any amounts determined to be due and owing as a result of such audits. All audits shall be conducted in a reasonable manner at Licensor’s expense and shall occur no more than once annually; provided, however, if an audit reveals or Licensor reasonably suspects material non-compliance, Licensor may conduct additional audits until compliance is achieved. If an audit reveals material noncompliance by Customer, Customer shall reimburse Licensor for the reasonable costs of the audit, in addition to payment of any shortfall determined to be due and owing. (i) U.S. Government Restricted Rights. The Software and Documentation are licensed with RESTRICTED RIGHTS as "Commercial Items," as that term is defined at 48 C.F.R. §2.101, consisting of "Commercial Computer Software" and "Commercial Computer Software Documentation," as such terms are used in 48 C.F.R. §12.212 or 48 C.F.R. §227.7202, as applicable. Consistent with 48 C.F.R. §12.212 or 48 C.F.R. §227.7202-1 through 227.7202-4, as applicable, the Commercial Computer Software and Commercial Computer Software Documentation is licensed (if at all) to U.S. Government end users only as Commercial Items, and with only those rights as are granted to other licensees pursuant to this Agreement. (j) Export Control. The Software and underlying information and technology may not be accessed or used except as authorized by United States and other applicable law, and further subject to compliance with this Agreement. The Software may not be exported or re-exported into any U.S. embargoed countries, or to anyone on the U.S. Treasury Department's list of Specially Designated Nationals or the U.S. Department of Commerce Denied Person’s List or Entity List. Customer represents and warrants that Customer and its Users are not located in, under the control of, or a national or resident of any country or on any such list. (k) Amendment; Waiver. This Agreement may be amended only by a written instrument signed by an authorized representative of each party. No right or obligation shall be waived by any act, omission or knowledge of a party, except by an instrument in writing expressly waiving such right or obligation and signed by an authorized representative of the waiving party. Any waiver on one occasion shall not constitute a waiver on subsequent occasions. (l) Severability; Construction. If any provision of this Agreement is determined to be invalid or unenforceable under applicable law, such provision shall be amended by a court of competent jurisdiction to accomplish the objectives of such provision to the greatest extent possible under applicable law, or severed from this Agreement if such amendment is not possible, and the remaining provisions of this Agreement shall continue in full force and effect. The headings in this Agreement are for reference purposes only, and shall not affect the meaning or interpretation of this Agreement. The term “including” as used herein means “including without limitation.” The terms “herein,” “hereto,” “hereof,” and similar variations refer to this Agreement as a whole, rather than to any particular section. (m) Counterparts; Facsimile. This Agreement may be signed in counterparts, each of which shall constitute an original, and all of which together shall constitute one and the same instrument. Any signature may be delivered by facsimile (including signed PDF, JPEG or similar electronic copy attached to an email), which shall have the same effect as an original signature. (n) Entire Agreement. This Agreement sets forth the entire agreement of the parties, and supersedes all prior and contemporaneous proposals, agreements and understandings, whether written or oral, pertaining to the subject matter hereof. Where Customer requires a purchase order as part of its procurement process, such purchase order may be issued for 64 Office of the Corporation Counsel, County of Hawai`i administrative purposes only. Any additional or conflicting terms proposed by Customer in any purchase order, request for proposal, acknowledgement, or other writing shall not be binding on Licensor, and are hereby objected to and expressly rejected. (o) Cooperative Purchasing Arrangements. Licensor and Customer support cooperative purchasing arrangements pursuant to which one or more public sector entities may purchase additional Software and Services under an existing contract between Licensor and another public sector entity. Licensor and the additional public sector entity(s) may enter into an addendum to this Agreement that outlines the additional Software and Services purchased, subject to the existing terms of this Agreement. Any such arrangement is subject to the consent of all parties involved. Exhibit B Services and Support Policy This Services and Support Policy describes the installation, training, data conversion, maintenance, technical support, and other Services made available by Licensor for the Software, and details Licensor’s and Customer’s responsibilities in connection with any Order for such Services. A. Installation Licensor will deliver the Software for installation at Customer’s site, and will provide installation instructions that must be followed by Customer for the installation. Customer is primarily responsible for installation and configuration of the Software, and its personnel should be experienced in the network, database, and server platforms on which the Software and database will run. In connection with Customers’ initial installation and configuration of the Software, Licensor will make available the following services: • For application installation, up to 8 hours of technical telephone support to assist Customer’s personnel with installation, at no additional charge. • Additional remote installation assistance is available upon request, and will be billed at Licensor’s then-current hourly consulting rate. For purposes hereof, installation means the date that Customer first installs the Software on its server, exclusive of subsequent configuration or implementation work. If Customer does not install the Software within 90 days after order placement (subject to a day-for-day extension for any delay directly attributable to Licensor), the Software will be deemed to have been installed on such date, and any payments tied to installation will become due and payable. B. Training Licensor will provide any training ordered by Customer in accordance with Licensor’s standard training methods and using its standard training materials. Training is provided at Licensor’s then-current rate plus reimbursement of travel and expenses, if applicable. C. Electronic Data Conversion Licensor will provide data conversion services ordered by Customer at its then-current rates and in accordance with its standard electronic data conversion procedures. Where the order specifies a number of hours for the data conversion, such number is an estimate only, and subject to adjustment based on format, quality and quantity of Customer data, timeliness of Customer cooperation and other factors outside of Licensor’s reasonable control. The general progression and allocation of responsibility for data conversion services is as follows: 65 Office of the Corporation Counsel, County of Hawai`i • Data conversion programs will be created at Licensor’s facilities. In order to prepare the conversion program, all source data must be provided by Customer to Licensor in an acceptable, machine-readable format and must be corruption free. • If necessary, including where in-house expertise or local consultants are not available, Licensor will visit Customer’s site to obtain the source data and documentation required to create the conversion program. Such onsite services will be charged at Licensor’s daily consulting rate plus reimbursement of travel and expenses. • Data scrubbing is the process of fixing or eliminating individual pieces of data that are incorrect, incomplete or duplicated in the source database when the data is passed to the target database. Unless specifically noted in the order, Licensor’s conversion estimate does not include data scrubbing. If desired or required, such services will be made available at an additional charge. • Licensor will create a data mapping document that defines where the source data will reside in the target Software database. Once complete, the data mapping document must be approved by Customer via email or other writing before the conversion program can be created. • Licensor will perform a test data conversion to provide Customer with the ability to review the source data as it was mapped and will appear in the Software application. The test data conversion must be approved by Customer via email or other writing before the final data conversion can be performed. If changes to the data mapping document or test data conversion are requested by Customer after they have been approved, Licensor reserves the right to charge an additional fee for time worked, and to delay any previously estimated completion dates. D. Maintenance and Support During the term of Customer’s maintenance and technical support subscription under the corresponding Order, Licensor will make available maintenance and technical support to Customer in its use and operation of the Software comprised of the following: (a) Scope of Support. Customer may contact Licensor with questions and troubleshooting related to use and operation of the Software, as well as for remote diagnosis and priority resolution of material bugs, errors or other malfunctions encountered using the Software. A bug, error or malfunction is deemed "material" if it represents a nonconformity of the Software with Licensor's then-current published specifications and materially interferes with or degrades usability of the Software. (b) Contacting Technical Support. Support queries may be submitted by email at Support@LegalFiles.com or by phone at (217) 726-6400 during Licensor’s normal business hours: Monday through Friday from 8:00 a.m. to 5:00 p.m. U.S. Central Time (excluding holidays). Customer must appoint one primary contact person and one alternate contact person who have been trained and are competent in use and operation of the Software to place technical support queries. (c) Classification of Issues. When contacting Licensor for Support, Customer should assign an initial severity based on the severity level classifications listed below, and should provide a detailed description of the issue or support request. The initial assignment of severity may be raised or lowered by Licensor, in its reasonable discretion, based on the information provided by Customer and/or subsequent diagnosis or remediation efforts, including the availability of a work-around. Level Description 1 A problem with the Software which renders the Software inoperative or causes a significant and ongoing interruption to Customer’s business activities. 2 A problem with the Software which degrades or disrupts operation, but does not cause a significant and ongoing interruption to Customer’s business activities. 3 A problem with the Software which has only a minor impact on Customer’s business activities, or for which an acceptable work-around is readily available. 4 General questions, suggestions, and feedback pertaining to use and operation of the Software. (d) Initial Response; Status Updates. Licensor will use commercially reasonable efforts to provide an initial response and 66 Office of the Corporation Counsel, County of Hawai`i ongoing status updates for support requests within the target timeframes listed below. All timeframes are during Licensor’s normal business hours only, and are further subject to Customer providing all information and assistance reasonably requested in connection therewith. Licensor will escalate support requests through its technical support channels as necessary to address covered support issues. Level Initial Response Status Update 1 2 hours Daily until workaround or correction available. 2 4 hours Every 2 days until workaround or correction available. 3 1 day As necessary or upon request. 4 2 days As necessary or upon request. (e) Remote Access. Upon request, Customer will provide Licensor remote access to Customer's computer system for the purpose of remote diagnostics. Any such remote access will be subject to Customer’s remote access security policies and procedures as communicated to Licensor at the time. Exhibit C Order Form Customer: _________________________________________ Order Date: ________________________________________ Customer’s purchase includes the following Legal Files® software, subscriptions, and professional services: Software and Support Subscriptions Description Quantity Extended Named User License Subscription Includes: XX Named User Licenses and a single production environment XX Named User Licenses $/month Maintenance and Support Subscription Included Included Subscription Total (1st year): $ Implementation and Training Description Unit Price Quantity Extended Quick Start Installation Support – Remote (8 Hours) Included 8 Included Project Sessions-Management $200/hour $ System Administration Training $200/hour $ Configuration Assistance $200/hour $ 67 Office of the Corporation Counsel, County of Hawai`i End User Training $200/hour $ Implementation and Training Total: $ Additional Implementation Services Description Unit Price Quantity Extended Configuration Assistance $200/hour $ Custom Data Conversion $200/hour $ Custom Programming $200/hour $ Additional Services Total: $ Payment Terms & Order Notes 1. Subscription Total for first year of subscription is due and payable in full on order placement. Thereafter, subscription fees are billed annually in advance (or as incurred for mid-subscription term purchases, as provided below), and due net 30 days after invoice date. 2. Implementation & Training Services Total is for the number of days and hours purchased at time of order placement. Total identified above is due and payable 50% with placement of order, balance on installation. Any additional services ordered by Customer are billed as incurred and due net 30 days after date of invoice. 3. Customer’s subscription under this Order is for an initial term of 2 years commencing on the initial Order Date as stated above. After the initial term, subscription will renew automatically on an annual basis, unless non-renewed or terminated as provided in the Agreement. 4. Subscriptions, including additional licenses, modules, or custom software added mid-subscription term will be invoiced on a prorated basis for the remainder of Customer’s then-current subscription year so that all subscriptions remain coterminus. Added subscriptions are subject to the same initial term commitment and will renew on the same basis as Customer’s base subscriptions. 5. Per unit subscription pricing is fixed for the initial subscription term. Thereafter, Licensor may adjust per unit subscription pricing, effective at the start of each subscription renewal term, by noting such change in the renewal invoice. Provided that Customer maintains at least the number of subscriptions initially ordered, per unit subscription pricing under this Order shall not increase by more than 5% per year. 6. Services rates and pricing are valid for 12 months from the initial Order Date. Thereafter, Licensor reserves the right to adjust Services rates, pricing, and availability no more than once annually to reflect Licensor’s then-current offerings and pricing. 7. All fees are exclusive of travel, meals, lodging and expenses for on-site services, which shall be invoiced by Licensor as reasonably incurred and reimbursed by Customer net 30 days after date of invoice. 8. Any services scheduled and subsequently cancelled by Customer with less than 15 days’ prior notice are subject to cancellation charges at the full scheduled daily and hourly rates, plus reimbursement of non-recoverable travel and expenses. Bid Zip RFP #4548/Matrix Pointe Software, L.L.C._964210/TabulationByVendor_RFP#4548_orgId_964210.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Matrix Pointe Software, L.L.C. Page of 1 1 General Comments: Thank you for the opportunity to bid on your proposal! General Attachments: Exceptions to Terms and Conditions.pdf Exceptions to Terms and Conditions_Redacted.pdf HI-Office of the Corporation Counsel Proposal.pdf HI-Office of the Corporation Counsel Proposal_Redacted.pdf Bid Zip RFP #4548/Matrix Pointe Software, L.L.C._964210/Exceptions to Terms and Conditions.pdf 30400 Detroit Road, Suite 400 Westlake, OH 44145 Phone: (216) 865-0025 Fax: (440) 243-5601 Exceptions to General Terms and Conditions Matrix does not have any exceptions to the General Terms and Conditions in RFP #4548, except to the extent that the Terms and Conditions indicate that the County will have ownership of the system/software being proposed (see, e.g., ¶11.3 COPYRIGHT). Matrix is proposing a subscription to a commercial off the shelf (COTS) system owned by Matrix. There is no intention to create works made for hire. Additionally, Matrix proposes adding the following to the Assignment provisions in the contract: “The County’s consent is not necessary in the event that the contractor assigns its interests and obligations under this Agreement pursuant to a sale transaction or to a related party.” There are additional terms and conditions common to subscription license agreements for hosted COTS software that, should Matrix be awarded the contract, we will propose during negotiations. Bid Zip RFP #4548/Matrix Pointe Software, L.L.C._964210/Exceptions to Terms and Conditions_Redacted.pdf 30400 Detroit Road, Suite 400 Westlake, OH 44145 Phone: (216) 865-0025 Fax: (440) 243-5601 Exceptions to General Terms and Conditions Bid Zip RFP #4548/Matrix Pointe Software, L.L.C._964210/HI-Office of the Corporation Counsel Proposal.pdf This proposal contains confidential and trade secret information. It may not be released without redaction. Response to Request for Proposal To: County of Hawai’i, Office of the Corporation Counsel For: Provide, Maintain, and Support an Electronic Case Management System for the Office of the Corporation Counsel, County of Hawai’i Request for Proposal Bid Number 4548 Presented To: Nicole Charon Acting Purchasing Agent By: Matrix Pointe Software, LLC 30400 Detroit Rd. Suite 400 Cleveland, Ohio 44145 May 6, 2024 This proposal contains confidential and trade secret information. It may not be released without redaction. A. Letter of Transmittal Matrix Pointe Software, LLC 30400 Detroit Road, Suite 400 Cleveland, Ohio 44145 Office: (216) 865-0025 www.matrixpointesoftware.com May 6, 2024 Nicole Charon 25 Aupuni Street Suite 1101 Hilo, HI 96720 Re: Matrix Response to Request for Proposal to “Provide, Maintain, and Support an Electronic Case Management System for the Office of the Corporation Counsel, County of Hawai’i” Dear Ms. Charon, On behalf of Matrix Pointe Software, I am writing to express our interest in responding to your Request for Proposal for a legal case management software system tailored for federal, state, and municipal clients. With a proven track record of delivering pioneering software solutions to over 138 government agencies and counting, Matrix is excited about the opportunity to partner with the County of Hawai’i’s Office of the Corporation Counsel to provide innovative software solutions that enhance efficiency and effectiveness in your office’s legal operations. At Matrix, we understand the unique complexities and regulatory requirements inherent in governmental legal processes. Our comprehensive suite of legal case management software is designed to address the specific needs of federal, state, and municipal agencies, offering customizable features to streamline workflows, improve collaboration, and ensure compliance with regulatory standards. We have prepared this document for the County of Hawai’i Corporation Counsel based on the requirements provided in your RFP. The attached proposal describes out hosted, web-based MatrixCivil Suite, which includes: • MatrixCivil – our civil litigation, public records, and document management system. • MatrixCivil Client Portal – our portal that allows government clients to submit matters and documents electronically to MatrixCivil users. • MatrixCivil Public Records Request Page – A webpage, which can be embedded into your public website, allowing members of the public to submit electronic public records requests to the Corporation Counsel. Key features of our proposed legal case management software solution, MatrixCivil, include: • Robust Document Management: Securely store, organize, and retrieve case-related documents with ease, ensuring quick access to critical information. • Task Automation: Automate repetitive tasks and workflows to increase efficiency and reduce manual errors, enabling your team to focus on high-priority tasks. • Advanced Reporting and Analytics: Gain valuable insights into case trends, performance metrics, and resource utilization through intuitive reporting tools, empowering informed decision-making. • Role-based Access Control: Maintain data security and confidentiality by assigning role-based access permissions, ensuring that sensitive information is only accessible to authorized personnel. • Seamless Integration: Seamlessly integrate our software with existing systems and third-party applications, facilitating data exchange and interoperability across your organization. We are confident that Matrix’s legal case management software will provide the County of Hawai’i’s Office of the Corporation Counsel with the requisite tools to optimize legal processes, improve productivity, and achieve better outcomes for your constituents. We would be honored to have your office join our rapidly expanding and satisfied list of clientele and look forward to the opportunity to collaborate with you to deliver a solution that exceeds your expectations. This proposal contains confidential and trade secret information. It may not be released without redaction. Sincerely, Joseph J. Whang Chief Executive Officer Authorized Designated Representative of Matrix Pointe Software This proposal contains confidential and trade secret information. It may not be released without redaction. Contents A. Letter of Transmittal ................................................................................................................. .......................... 2 C. Executive Summary ............................................................................................................................................. 1 D. Company Background ......................................................................................................................................... 3 1. Experience and Organizational Capacity: ..................................................................................................... 3 E. Technical Specification and Functional Requirements ....................................................................................... 7 F. Implementation, Project Management, Training and Ongoing Support ........................................ .................. 13 G. System Reporting, Data Migration, and Integration ........................................................................................ 27 H. Cost Proposal .................................................................................................................................................... 29 Appendix A: Sample Matters by Assignment Report ........................................................................................... 31 Appendix B: MatrixCivil Feature Overview ............................................ ............................................................... 33 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 1 of 49 C. Executive Summary This section should include an overall description of the Proposer’s qualifications, experience, and commitment to providing services and/or software related to case management. This section should also include a brief understanding of the County’s objectives and minimum requirements, and an overview of the Proposer’s proposed solution. Matrix Pointe Software (“Matrix”), based in Cleveland, Ohio, is a leading provider of innovative software solutions for legal case management within the justice system. Our core business and priority are developing and providing organizations with case management software. We pride ourselves in working diligently to understand the needs and workflows of our clients to make their business operations more efficient. At Matrix, we understand the critical role that efficient and effective case management plays in the success of legal operations within federal, state, and municipal agencies. With a deep understanding of the unique challenges faced by government entities, we have developed a comprehensive suite of software solutions tailored to meet the specific needs of our governmental clients. As noted in our Letter of Transmittal above, our legal case management software is designed to streamline workflows, enhance collaboration, and ensure compliance with regulatory standards, empowering organizations to optimize productivity and achieve better outcomes. While Matrix’s suite of software products are powerful tools that we hope to have the opportunity to demonstrate to your office, we are equally proud of the diverse team which develops, implements, and sells our product. The diversity within our team of software engineers, attorneys, and business analysts is a cornerstone of our company's unique identity and strength. By bringing together individuals from varied backgrounds, experiences, and perspectives, we cultivate an environment that fosters innovation, creativity, and inclusivity. Our team's diversity enriches our problemsolving capabilities, allowing us to approach challenges from multiple angles and develop comprehensive solutions that account for diverse client needs. Our software engineers bring technical expertise and innovation to the development and refinement of our product, our attorneys have an intuitive understanding of how law offices function and can therefore quickly identify appropriate workflow customizations for the offices with whom we contract, and our business analysts offer strategic vision and market understanding which enables them to translate business needs into technical requirements for implementation by development teams. This diverse blend of skills and perspectives enables us to deliver holistic solutions that address the multifaceted needs of our clients. In essence, the diversity of our team is not just a reflection of our company's values; it is a source of our competitive advantage and a testament to our dedication to excellence in all that we do. Moreover, Matrix is committed to providing exceptional customer support and training to ensure a smooth implementation process and ongoing success. Our dedicated team of experts will work closely with the Office of the Corporation Counsel to understand your unique requirements and tailor our solution to meet your office’s specific needs. Matrix has been providing case management software and services to the justice system for more than 14 years. We first implemented MatrixCivil in 2013. This first implementation, like every MatrixCivil implementation, involved obtaining a thorough understanding of our client’s requirements and conducting technical, procedural, and use-case analysis before engaging in design, development, and implementation services. We also provided, and continue to provide, extensive training and ongoing support. With a proven track record of delivering innovative solutions to government agencies, Matrix is well-positioned to support the Office of the Corporation Counsel’s objectives and contribute to the success of your legal operations. We are confident that our legal case management software will provide your office with the tools needed to optimize processes, improve productivity, and achieve better outcomes for your constituents. Matrix has read and understands the County’s needs for an electronic case management system. We have thoroughly reviewed section 1.3 Summary of Scope of Work and through our response will show how our MatrixCivil implementation consists of planning, organizing, testing, data conversion, support and maintenance, and training for the Office of the Corporation Counsel. We have addressed the County’s Mandatory Requirements within section E. Technical Specification and Functional Requirements. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 2 of 49 MatrixCivil is a web-based, comprehensive, case management system that will meet the Office’s requirements for a configurable system that includes powerful file management and editing capabilities, robust reporting, and intuitive navigation. The MatrixCivil Suite allows law departments to store, access, monitor, manage, track, and report on Matters with reduced redundancy, increased efficiency, and decreased turnaround times. The system’s configurable Matter Types allow your office to create and customize how each type of Matter (e.g., Administration, Litigation, and Counseling and Drafting, etc.) is formatted and handled in the system. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 3 of 49 D. Company Background 1. Experience and Organizational Capacity The Proposer shall include in their proposal a statement of relevant experience. The Proposer should thoroughly describe, in the form of a narrative, its experience and success as well as the experience and success of subcontractors, if applicable, in providing and/or supporting the proposed solution. In addition, Proposers are required to provide the following information: Matrix has experience working with and implementing our Matrix products with 138 government agencies and counting. We have implemented MatrixCivil in numerous government entities the size of the County of Hawai’i. One such representative user is the Ohio Attorney General’s office, which includes over 18 Civil Divisions using our MatrixCivil software. We have completed the implementation for all of the office’s required sections and have achieved every milestone and deliverable on time. Matrix implemented specialized matter types, workflows, office templates, and reports for these sections. During the implementation phase, Matrix worked systematically with each division to configure their systems to meet their business requirements. These divisions were then trained on the daily use of the system to handle their unique business processes. The implementations also consisted of a full data conversion and file migration. MatrixCivil is a highly robust system and can readily support the Office of Corporation Counsel’s handling of a variety of matters within your diverse practice areas. Some recent MatrixCivil implementations include Tarrant County District Attorney’s Office-Civil Division, TX with a population of 2.13 million, and the Harris County Metropolitan Transit Authority, TX with a population of 4.73 million. Our clients also include offices of the attorney general, city attorney offices, and investigative offices. Most recently, the Washington, D.C. Office of the U.S. Attorney has chosen to implement our software. Many of our clients began with one of our suites of products and, given the system’s comprehensiveness, ease of use, and flexibility, later purchased additional products. One of our Attorney General clients, for example, engaged us to develop and implement MatrixAdvocate for its Crime Victim Services Section after several other units and sections began using our MatrixProsecutor and MatrixInvestigator systems. 1. Proposers shall provide the company name, business address, including headquarters and all local offices, and telephone numbers. Proposer shall provide the company web address. Matrix Pointe Software is headquartered in Westlake, Ohio. We are located at 30400 Detroit Road, Suite 400, Westlake, OH 44145. Our phone number is 216-865-0025 and our web address is www.matrixpointesoftware.com. 2. Proposers shall provide a description of the Proposer's organization, including names of principals, number of employees, client base, areas of specialization and expertise, and any other information that will assist the Evaluation Committee in formulating an opinion about the stability and strength of the organization. Matrix Pointe Software’s mission is to develop and implement solutions to improve the efficiency of its customers’ organizations, prosecuting attorneys, private attorneys, law enforcement agencies, courts, and jails through the delivery of innovative, integrated, cost-effective, value-added software and services. Founded in 2009, Matrix’s synergistic team of software engineers, attorneys, integration specialists, designers, technical writers, and executives collaborate to form one dynamic company offering the most advanced and innovative operating system for law. Matrix was founded by Thomas Coury, who presently serves as the Chairman and Chief Software Architect of the company. Thomas is a graduate of Arizona State University (BS in Computer Science, MS in Quantitative Systems) and has dedicated much of his life’s work to building Matrix into the company that it is today. He is very active in the daily operations of the company and oversees both Matrix’s technical and business development. Matrix’s Chief Executive Officer is Joseph Whang. Joseph is a graduate of the University of Pennsylvania’s Wharton School of Business (BS in Economics, Finance, and Accounting). Joseph holds a multifaceted set of responsibilities geared toward driving Matrix’s growth and cultivating relationships with our prospective and current client base. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 4 of 49 Brett Zink serves as our Director of Cyber Security and Infrastructure. Brett is a graduate of Bowling Green State University (BS in Computer Science) and joined Matrix in 2012 after starting his career in information security at a Fortune 500 bank. He came to Matrix to work as a software engineer specializing in banking, payments, and other thirdparty service integrations. Brett now leads DevOps, Infrastructure and Security Operations for all Matrix products. Nick Mancini serves as our Director of Product Engineering for MatrixCivil. Nick is a graduate of Cleveland State University (BS in Computer Science) and has been with Matrix since 2009. In his role, Nick manages, mentors, and supports the Matrix engineering team. Nick collaborates company-wide with team members and guides the technical architecture of new feature development. Collectively, Matrix employs 69 full-time staff. Our client base encompasses over 138 municipal, state, and federal entities, reflecting our commitment to serving diverse government agencies at all levels with tailored solutions to address their unique needs and challenges. As mentioned above, Matrix specializes in legal case management technology, leveraging our expertise to provide comprehensive solutions tailored specifically for the legal industry. By focusing on efficiency, security, and user-friendly interfaces, we empower law firms and legal professionals to streamline their workflow, enhance collaboration, and effectively manage cases from intake to resolution. Since 2009, Matrix has provided case management software and services to the justice system. Our focus is on providing case and document management solutions to civil and criminal organizations at all levels of government. We have many state-level government clients, including attorney general offices and state administrative agencies. Additionally, our systems are in use in large counties and cities, such as Franklin County, OH (population 1.3 million), Cuyahoga County, OH (population 1.2 million), and the city of Columbus, OH (population 900,000). We have also begun implementing Matrix for two large transit authorities in major cities. 3. Proposers shall provide the name of the jurisdiction in which the Proposer is organized and the date of such organization. Westlake, Ohio (Cuyahoga County), registered with the State of Ohio on July 29, 2009. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 5 of 49 4. Proposers shall provide a description of the depth of their experience implementing, installing, and supporting the proposed solution and an outline of the services they provide as part of this solution with a focus on systems installed for governmental entities similar in size to the County. Experience Implementing and Installing MatrixCivil Matrix was created to focus on the development, support, and sales of a suite of integrated justice software solutions. Our first justice application, MatrixProsecutor V1, went into production in 2008. We partnered with the Cuyahoga County Prosecutor’s Office in Ohio to develop MatrixProsecutor V3 in 2014. The MatrixProsecutor V3 redesign features an improved, user-friendly interface and increased functionality. We first implemented MatrixCivil in 2013. This first implementation, like every MatrixCivil implementation, involved obtaining a thorough understanding of our client’s requirements and conducting technical, procedural, and use-case analysis before engaging in design, development, and implementation services. We also provided, and continue to provide, extensive training and ongoing support. Matrix employs a team of experienced attorneys who both demonstrate and implement our product for prospective clients. Matrix is unique in this regard, as it is relatively rare for a software company to employ attorneys for the express purpose of implementing the company’s product in legal offices. We use this methodology because we understand how important it is for there to be a mutual understanding shared between the legal experts using our software and the implementors we employ. It is Matrix’s intent that this mutual understanding affords our attorneys the ability to intuit your office’s needs in a way that other professionals would have far more difficulty achieving. Outline of Services Matrix has a proven methodology to implement and support the Matrix software solutions. Our methodology has been used for government entities similar in size to the County of Hawaii. 2022 census data indicates that the County of Hawai’i’s population was 206,315. A recent successful implementation of comparable size would be the City of New Haven’s Office of the Corporation Counsel with a population of 138,915. This implementation consisted of nine project segments. These project segments consisted of the following steps, enumerated below, which we elaborate upon in section F. Implementation, Project Management, Training and Ongoing Support, Item 3 of this proposal. 1. Project Initiation & Information Gathering 2. Configuration Analysis & Design 3. System Deployment 4. Testing 5. Training 6. Data Conversion 7. Interfaces 8. Implementation & Stabilization 9. Project Management Support Post-Implementation Insofar as supporting the proposed solution is concerned, our Matrix Support team will support your office postimplementation. Once your office is live on the system, two Super Users from your office will have direct access to the Matrix Support team Monday through Friday from 8:00am to 6:00pm ET, excluding holidays. (Note: Super Users are the only users with full access to the Configuration and Maintenance menu, the office’s “go-to” person when a user needs training or has questions, and the link between their office and Matrix Support.) Additionally, unlimited support is available by telephone, email, and web ticket submission. Our support ticketing system includes a Knowledge Base containing information commonly requested by clients. When a problem arises or a client requires assistance with system configuration, your office will use the Matrix Support Center to communicate with Matrix directly concerning the request. When a client submits a request, the initial request receives a response within minutes during regular business hours. Problems and inquiries that cannot be resolved immediately upon receipt by the Help Desk are classified into the following categories of complexity. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 6 of 49 • Low – the problem is a known issue, or an immediate solution is available. • Medium – the problem appears to be a bug or data problem. • High – the problem is hard to trace and is likely to need extensive troubleshooting. Our technical support staff includes software engineers and technical personnel. Matrix monitors and supports our hosted infrastructure 24/7 and we provide an after-hours support line for emergencies. Problems and inquiries that cannot be resolved immediately upon receipt by the Support team will be sent to the appropriate individual or team within Client Services or Engineering and prioritized as follows: Priority Description 1-Urgent Issue/problem has caused, or has potential to cause, the entire system to go down or to become unavailable. 2-High Issue/problem directly affects the public, or a large number of stakeholders are prevented from using the system. 3-Normal All other issues/problems. Normal-priority problems include those errors that render minor and non- critical functions of the system inoperable or unstable, and other problems that prevent stakeholders or administrators from performing some of their tasks. 4-Low All service requests and other problems that prevent a stakeholder from performing some tasks, but in situations where a workaround is available. The Support member will keep your office updated as to the status of the issue as Matrix works to resolve it. To facilitate future upgrades, Matrix currently operates on a monthly release cycle. This approach enables rapid response to feedback in the form of improved usability, feature enhancements, new modules, and bug fixes. New features are released to all customers simultaneously and will be introduced to clients via email updates from a Matrix Client Services Representative. Proposers shall provide a discussion of the type and duration of the business relationship with the manufacturer(s) whose products are included in the proposed solution, if any. Matrix does not contract with third-party manufacturers other than technical components included in our product. These components are part of our subscription solution. i. Proposers shall indicate the number of certified local equipment technicians or technical personnel that substantially and directly enhances the Proposer’s ability to perform the proposed scope of work. Matrix employs 31 software engineers whose professional roles comprise the following categories, (although many of our engineers are adept in multiple roles): software developers, software architects, DevOps engineers, systems engineers, UI/UX engineers, and data engineers. In addition to our software engineers, Matrix employs the following staff: • A legal team who writes our client’s legal code into our software system in the state of jurisdiction. (5) • Client service attorneys and implementors who work with clients to configure our software to the specific needs of their office. (5) • Content developers who create, curate, and manage various types of content to supplement our clients’ knowledge of our software. (5) • Client support representatives who assist our software engineers in the resolution of any user questions regarding the operation and functionality of our product. (4) This proposal contains confidential and trade secret information. It may not be released without redaction. Page 7 of 49 • A business development team comprising business and implementation analysts that collaborate to develop proposals, presentations, and demonstrations tailored to the needs of current and prospective clients. (10) ii. Proposers shall provide a description that addresses how long the proposed solution has been in the marketplace, and how often the Proposer releases upgrades. Matrix has been commercially available since 2009. Our first justice application, MatrixProsecutor V1, went into production in 2008 under our parent company. In 2014, we totally re-wrote the application as our web-based, MatrixProsecutor V3. The V3 redesign features an improved, user-friendly interface and increased functionality. MatrixCivil has been commercially available since 2013. Matrix is currently on a monthly release cycle. Planned update releases are scheduled for the first Thursday of every month. Downtime begins at 8:00 pm ET the evening of the release. Routine server maintenance is scheduled on weekends and is currently performed every two months. 2. Past Performance (References): The proposal shall include three external references from different clients who are willing to validate the Proposer’s past performance on similar projects. The minimum information that shall be provided for each client reference shall be the person’s name, title, and organization; contact information (address, telephone, e-mail); and a description of the products and services provided and dates the products and services were provided. At least ONE of the references for the proposed system shall be from a jurisdiction of comparable or larger size where the proposed system has been installed and is in current operation. Proposers are encouraged to include additional references that they believe the Evaluation Committee would find helpful in thoroughly evaluating their past performance. Name: Catherine LaMarr Title: Deputy Corporation Counsel Organization: City of New Haven Corporation Counsel Contact Information: • Address: 165 Church St., New Haven, CT 06510 • Telephone: (203) 946-7974 • E-mail: CLaMarr@newhavenct.gov Name: Susan Greer Title: Assistant Staff Manager Organization: Tarrant County District Attorney’s Office-Civil Division Contact Information: • Address: 100 East Weatherford St., Fort Worth, TX 76196 • Telephone: 817-884-2425 • E-mail: smgreer@tarrantcountytx.gov Name: David Peterson Title: Chief Real Estate Attorney Organization: Columbus City Attorney’s Office Contact Information: • Address: 77 North Front Street, Columbus, OH 43215 • Telephone: 614-645-7913 • E-mail: DEPeterson@columbus.gov E. Technical Specification and Functional Requirements This proposal contains confidential and trade secret information. It may not be released without redaction. Page 8 of 49 Provide a detailed narration of the technical specifications and functional requirements of the proposed technology solution. Any system functionality/capabilities discussed must be currently available in the version of software being proposed for County implementation. Provide detailed information about any hardware or third-party products that are necessary for any system functionality/capabilities discussed. For any hardware or third-party products necessary and included in the proposal, Proposers shall provide a copy of any proposed use agreement that the County would need to sign. If there is a public entity/public sector version of any proposed use agreement, Proposers shall provide a copy in its proposal. Matrix uses standard Microsoft development tools and technical architecture. Matrix also uses an Open API standard for integration. Data is hosted on AWS (Amazon Web Services) in their Ohio data centers, all instances are logically segregated based on functional purpose and application tier (i.e., web server, automation server, database server, etc.). Out hosted solution uses native cloud storage. All data is kept within the U.S. Matrix standard hosting is on AWS US East (Ohio) that provides a FedRAMP Moderate program. AWS GovCloud (FedRamp High) and other option for hosting are also available. Only authenticated users can access data. Other than a Windows 10/11 computer and internet access, Matrix does not require any additional hardware or thirdparty products that are necessary for any system functionality/ capabilities discussed. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 9 of 49 Mandatory Requirements A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11 Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Matrix will convert data and files from Laserfiche. We are not proposing integration with Laserfiche. MatrixCivil has full case and document management abilities. MatrixCivil is a web-based, comprehensive case management system that will meet the Corporation Counsel’s requirements for a configurable system that includes powerful file management and editing capabilities, robust reporting, and intuitive navigation. The MatrixCivil Suite allows offices to store, access, monitor, manage, track, and report on Matters with reduced redundancy, increased efficiency, and decreased turnaround times. The system’s configurable Matter Types allow your office to create and customize how each type of Matter (e.g., public records, litigation, contract review, transaction matters) is formatted and handled in the system. A robust file management system allows users to upload, edit, redact, track, and share files both within Matters and at an office level. Users can also schedule appointments, assign and manage tasks, receive notifications, and participate in discussions, both within specific Matters and for general office assignments. Our solution supports integration with the Microsoft Office 365 platform. MatrixCivil integration with Microsoft Office 365 allows users to edit Word files, generate auto-filled templates, and export data views and reports to Word and Excel. The Microsoft Outlook Add-In, which comes with Civil, allows users to send copies of emails to a Civil Matter. Users can also sync their accounts with Microsoft Exchange to sync their calendars in both Civil and Outlook. B. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. Matrix will convert data provided in Microsoft SQL Server format. We will also migrate files that contain the appropriate metadata. Costs for data conversion and file migration are outlined in the pricing table within this proposal. C. Security features to protect confidential information. Matrix applications are architected for security and are compliant with relevant sections of the CJIS Security Policy as a minimum standard. Matrix's role-based permissions and matter security can be configured to control each user’s privileges to access or edit case types, menus, screens, and certain fields. In addition, security restrictions can be set on individual files so that only privileged individuals can access the file’s contents. The system permissions can be as granular as the Corporation Counsel determines will fit best for their office. With MatrixCivil, the Corporation Counsel can efficiently configure role-based privileges and then assign users to roles. To maintain accountability and secure access to Matrix applications or associated data, Matrix has permissions-based roles. For example, the Matter Security Groups page is a codes page that allows users to create the Matter Security Groups that can be granted permission to a Restricted Matter. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. Our solution provides a calendar system and supports integration with the Microsoft Office 365 platform. MatrixCivil integration with Microsoft Office 365 allows users to edit Word files, generate auto-filled templates, and export data views and reports to Word and Excel. The Microsoft Outlook Add-In, which comes with Civil, allows users to send copies of emails to a Civil Matter. Users can also sync their accounts with Microsoft Exchange to sync their calendars in both Civil and Outlook. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 10 of 49 Additionally, dates and deadlines can easily be maintained using the Matter Calendar feature. Appointment types, due dates, and key dates are configurable. Key dates, tasks, and due dates can easily be viewed on the Matter Calendar. Calendar events can be created for either specific matters or independently of any given Matter using the Office Calendar. Users can sync their accounts with Microsoft Exchange, allowing them to access their MatrixCivil appointments and any calendar events linked to tasks in their Outlook calendar, as well as to access appointments from their Outlook calendar in Civil. Synced appointments created and/or accepted in Outlook display in the MatrixCivil calendar and update if the appointment is updated in Outlook. Likewise, synced appointments created and/or modified in MatrixCivil display in the Outlook calendar. Additionally, the Microsoft Outlook Add-In allows users to send copies of Outlook emails, including appointment invitations and updates, directly to the Emails tab of a relevant Matter. Administrative access for supervisors to monitor, track, and create reports regarding the status of open work controls and cases is achievable by using the System Reporting feature. The system has configurable reports to show Matters by Assignment, Workload by Practice Group and Matter Type, and Matter Aging Analysis. We have included a sample of our Matters by Assignment Report in Appendix A. E. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potential budget shortfalls. The system has extensive reporting capabilities, including the ability to generate both engineered and custom reports. The System Reporting feature provides the ability to generate almost 50 reports on individual Matters, groups of Matters, and user and system data. The Matter Forms feature allows users to generate a variety of reports on the Matter, including lists of Notes, Tasks, Appointments, etc. on the Matter and a printable Matter Overview. All reports can be downloaded and saved by users. Reports generated from Matter Forms can be directly attached to the Matter’s File Explorer. For example, users can use the Reporting feature to create reports of system-wide analytics. The Active Case Analysis report provides an in-depth view of organizational work productivity on a section level as well as an officewide level so that managers, department heads, and administrators can stay informed and make determinations based off productivity data. The Data Explorer feature allows users to create and save custom reports that feature fields from selected data sets and can be updated and regenerated as needed. Users can also choose sorting and filtering options to further customize their data views. Data views can be downloaded and subsequently uploaded into the system’s File Explorer and/or shared from the user’s device. The system provides the ability to generate eight Analytic Reports. These reports use charts and graphs to illustrate matter, assignment, client, and workflow productivity. Each Analytic Report comes with a corresponding Detail version, which lists the matters included in the analysis and provides links to view the matters in the system. Furthermore, each report comes with the option to View Report or Analyze the data comprising the report via a “drill through” view. MatrixCivil not only features a billing feature to allow offices to keep track of billing types such as civil penalties and restitutions, it also features System Reporting for billing. This includes aged receivables, billing register, claim payments and matters, and payments by month and year. Additionally, the system has a Review Payments worklist to allow offices to keep track of payments received based on a configurable date range. F. Public records request management. The Public Records Request Page may be embedded by your internal IT department on a chosen website. The page will capture and analyze the request, parsing out the request and sending the appropriate portions of the request to the designated responding department. Using the portal, each responding department will be able to upload responsive documents to one centralized matter. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 11 of 49 Additionally, public records request matters in the system contain a Bonus Tab which allows users handling public records requests to capture important information regarding the request. The bonus tab allows users to enter details such as the date of the request, requestor information, date of the response, if the response was redacted, and descriptions of said redactions. Users can then populate this information using the Word Merge templates. G. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. Matrix is proposing our hosted solution for the Corporation Counsel. Our SaaS offering is currently hosted on AWS (Amazon Web Services). Our hosted solution uses native cloud storage. All data is kept within the United States. This platform allows us maximum flexibility, scalability, and security for our hosted Clients. All instances are logically segregated based on functional purpose and application tier (i.e., web server, automation server, database server, etc.). As such, the Matrix application suite is compliant with the CJIS Security Policy as a minimum standard. H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. Matrix can provide support during our standard business hours of 8:00 a.m.-6:00 p.m. ET. Matrix does provide gratis after-hours emergency support. After business hours, Matrix provides a phone number to Super Users for an emergency after-hours answering service. The answering service will collect information from the Super User about the nature of the emergency, then forward that information to a Matrix engineer. Callers should receive a confirmation email from the engineer within an hour of calling. Periodic updates are emailed to the Super User. This service is for emergencies only. An emergency is defined as an issue where: 1. The issue is not related to internet connectivity, computer settings, or your infrastructure. 2. The issue prevents all users from accessing their Matrix site. 3. The issue is critically time sensitive and cannot wait for normal Matrix Support hours. I. Mobile/Remote access that allows each user to access and work with documents in the case management system. MatrixCivil does not currently have a mobile application. This feature, MatrixCivil mobile, is in development and is slated to be released by the end of the year. Access to MatrixCivil on tablets provides the same permission-based roles using the same web-based system through a web browser application. J. Customization features that allow each user to configure the case management system to their own specific needs. The Configuration and Maintenance codes pages within MatrixCivil allow management to create and configure custom values to populate fields throughout the system, including Matter Types, Practice Groups, Legal Hold Types, and many more. They also allow managers to configure which Bonus Tab is used for each Matter Type, which determines the fields that are included in that case’s information, and to determine the values that can populate most Bonus Tab fields. New fields and corresponding Configuration and Maintenance pages for populating and customizing each field are added to MatrixCivil regularly in consultation with our clients. Our methodology to configure the system relies on the Client Services Lead working with the client. The Matrix system is highly configurable, and the Matrix Client Services Lead will configure the system for the County's specific needs. System configuration begins with a process we have developed to help us understand your configuration requirements. We then thoroughly discuss your work processes with you before formal system configuration and development begins. Understanding your office’s processes and needs allows Matrix to review and configure system features to support your office’s unique processes. K. The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully utilize its features. Matrix does not note any proposed integrations for this product. Matrix will not integrate with Laserfiche but is proposing a conversion of data and a migration of files from Laserfiche. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 12 of 49 Matrix provides superior customer service and training. Our extensive training program has options for on-site and remote formats. We conduct training for varying knowledge levels and will work with your office to ensure appropriate training. Matrix will be responsible for developing training plans and training documentation that support the system’s functionality and business processes. Matrix will discuss the best approach to training with the client project team and provide training to client users. Our training curriculum is customized to accommodate your workflow and office requirements. The training will reflect any policy decisions or workflow re-engineering efforts identified by your office. Matrix training is role-based, meaning the training sessions are tailored to the projected needs of the session participants. Structuring the training sessions in this way allows us to build training scenarios on actual use cases that the session participants will experience, as well as make the most efficient use of each training participant’s time. Our training plans are included and customized to accommodate your workflow and office requirements. All training materials will be in an electronic format, and hard copy output will be provided as requested by your office. Additionally, access to the Matrix Client Help is available within the application. Our team of Client Service attorneys will spend several days on-site training all users of our software. Your office would have full access to our legal team via phone and email during normal business hours. Our team has experience training all levels of Users found in a typical Office of Corporation Counsel’s Office. MatrixCivil is User-friendly and intuitive; thus, a client who has basic computer experience will easily be able to train on our system. Client Roles/Responsibilities Project resources from the Corporation Counsel are critical to the project’s success. Below is a summary of the project roles for a hosted solution. Policy Administrator The Policy Administrator helps their office develop broad statements of direction that set a course of action for and provide guidance to staff. Such policies can result in increased productivity, efficiency, continuity, and reduction in errors. The Policy Administrator plays a key role in the success of an organization. The Policy Administrator’s role includes, but is not limited to, the following responsibilities: • Make policy decisions regarding how changes in the law will impact office operations, procedures, and protocols • Advise the office on best practices • Adapt the Matrix system to meet office objectives • Adapt office procedures and protocols to improve productivity and efficiency • Communicate with Super Users regarding organizational changes that affect the way the Matrix system is used • Assist with the implementation of local court rules Most system requests are communicated by the Super Users to your Matrix Client Service Representatives. However, the following updates must be approved by the Policy Administrator prior to submitting the request to Matrix: • Updates to Matrix-generated documents (e.g., Information, Complaints, Plea Agreements, Victim Notice letters) • Edits to any existing charging language (e.g., state code) • Changes to system data values and features (e.g., dispositions, statuses, etc.) County Project Lead The selection of a County Project Lead is essential for a successful project implementation. The Project Lead works closely with and is fully supported by the Matrix Client Services Lead during the entire implementation. The County Project Lead, acting on behalf of the client, manages the coordination of client staff and agency training. Commonly, the Office Manager is assigned as the Project Lead. The County Project Lead’s role includes the following responsibilities: • Serves as the office conduit to provide Matrix with client set-up documentation and information as needed • Ensures the availability of staff for Matrix interviews regarding process workflow, case intake, user settings, etc. • Ensures the review and approval of charging instruments, discovery instruments, plea agreements, victim rights communications, and other Matrix generated documents This proposal contains confidential and trade secret information. It may not be released without redaction. Page 13 of 49 • Ensures the completion of follow up tasks such as address book and user system entries • Coordinates and approves the staff training calendar and ensures staff attendance • Coordinates and approves the agency training calendar and ensures agency attendance County Super Users The Super User acts as Matrix experts for the group and are the primary “go to” persons when users have questions about the Matrix system. The Super Users are comfortable using software and becomes the primary in-house trainer for new staff. The Super Users are also someone that is available in the office daily and are instrumental in leading the office to moving from a paper process to using Matrix. A Super User’s role encompasses the following responsibilities: • Act as an office’s “go to” person for users that have questions about the Matrix system • Serve as the conduit between your office and Matrix Client Services • Train new users on the Matrix system • Advise your organization as to approved best practices Subject Matter Experts and Information Technology Subject Matter Experts from the Corporation Counsel, and IT organization must be made available to the project team when and as needed to provide the following: • Knowledge about the workflow and business of the office • Assistance with data mapping and data conversion testing • Assistance with configuring and testing APIs • Access to current systems and databases • Data in required format for conversion L. Licensing and any associated fees. Our Subscription licensing is an all-inclusive option with monthly software licenses for the MatrixCivil Suite. Software maintenance, support services, and a base amount of data storage are included, with an additional charge if over the base storage amount. M. Computer hardware requirements compatible with Section 1.6 herein. Matrix is proposing a hosted solution in our cloud-hosted AWS environment. No server hardware purchases are necessary. For end users, Matrix recommends a Microsoft Windows-based computer (or tablet, such as a Surface Pro) running Windows 10 or 11 with at least 16Gb of RAM. F. Implementation, Project Management, Training and Ongoing Support Proposers shall thoroughly describe, in the form of a narrative, its plan and specific tasks demonstrated against a timeline for implementation following contract award along with project management, training, and ongoing support activities. Proposers are required to provide the following information: 1. A narrative discussion of the conceptual plan, strategies, and methodologies of the proposed system and/or software. Matrix finds that using a methodology with clear objectives contributes to the overall success of our implementation projects. Matrix continually improves upon this methodology to incorporate lessons learned from experiences with prior implementations to make future implementations as effective as possible. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 14 of 49 Matrix strives to meet the challenges each office faces during implementation and transition to a new case management system. Our team works very closely with the client during each segment of the project to ensure sustained client success. We pride ourselves in taking the time to get to know our clients and identify their concerns and challenges prior to training. Consequently, this allows the transition for the client to be as seamless as possible. For further elaboration, please see the response to number three below. 2. A narrative discussion of services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. Matrix is proposing our software solution, MatrixCivil, to County of Hawai’i Corporation Counsel. As mentioned previously, Matrix employs attorneys who configure and implement our product for clients. Matrix is unique in this regard, as it is relatively rare for a software company to employ attorneys for the express purpose of implementing the company’s product in legal offices. We use this methodology because we understand how important it is for there to be a mutual understanding shared between the legal experts using our software and the implementors we employ. It is Matrix’s intent that this mutual understanding affords our attorneys the ability to intuit your office’s needs in a way that other professionals would have far more difficulty achieving. 3. A narrative description of an implementation plan upon award of contract, and a plan for project management through hand over of the system and/or software. Matrix finds that using a methodology with clear segments and objectives contributes to the overall success of our implementation projects. Matrix continually improves upon this methodology to incorporate lessons learned from experiences with prior implementations to make future implementations as effective as possible. Matrix strives to meet the challenges each office faces during implementation and transition to a new case management system. Our team works very closely with the client during each segment of the project. We pride ourselves in taking the time to get to know our clients and identify their concerns and challenges prior to training. Consequently, this allows the transition for the client to be as seamless as possible. Segments include: 1. Project Initiation & Information Gathering 2. Configuration Analysis & Design 3. System Deployment 4. Testing 5. Training 6. Data Conversion 7. Interfaces 8. Implementation & Stabilization 9. Project Management Based on our implementation experience, Matrix proposes the following set of responsibilities by segment for the project team. Project success hinges upon each team member’s contribution to the project during the phase in which it is needed. Segment 1 -Project Initiation & Information Gathering: We will assemble a Matrix project team specifically for the client, formally kickoff the project, and begin gathering important information about the office. We will provide a series of documents to be completed by the client to help us understand configuration requirements. Project Initiation & Information Gathering Matrix Responsibilities Client Responsibilities • Conduct a kickoff meeting • Attend a kickoff meeting This proposal contains confidential and trade secret information. It may not be released without redaction. Page 15 of 49 • Review and confirm project schedule • Explain project structure, roles, and responsibilities • Explain office setup documentation • Schedule weekly project meeting • Establish communication protocol • Gather samples of case files, forms, and reports • Confirm project schedule • Designate Policy Administrator, Project Lead, and Super Users (2) • Complete office setup documentation • Provide samples of case files, forms, and reports Segment 2 – Configuration Analysis & Design: We will work with the client to understand its business so we can configure the software to support the office’s environment. Configuration Analysis & Design Matrix Responsibilities Client Responsibilities • Review office setup documents, sample case files, forms, and reports • Demonstrate office’s business processes using Matrix • Configure office’s system • Discuss office’s business processes • Review office’s business processes using Matrix • Update configurations for office’s system Segment 3 – System Deployment: Matrix engineers will deploy the client’s production site in the Matrix hosted, AWS environment. System Development Matrix Responsibilities Client Responsibilities • Deploy client’s production site • Provide high-resolution image of office’s logo for display throughout Matrix system Segment 4 – Testing: The client’s production site will be thoroughly tested to ensure all services are running properly to support various features and tools used in Matrix. The client, in coordination with Matrix, will complete the User Acceptance Test (UAT) to ensure configurations are set to support the office’s business. Testing Matrix Responsibilities Client Responsibilities • Complete systems test • Create UAT and work with client to conduct UAT • Complete UAT • Sign off on UAT Segment 5 – Training: Matrix provides an extensive training program with options for on-site and remote formats. Matrix conducts training for varying knowledge levels and will work with Super Users to enable them to become system experts. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 16 of 49 Matrix’s training plan is customized to accommodate an office’s workflow and requirements. The training will reflect any policy decisions or workflow efforts identified by the office. All training materials will be in electronic format. Training Matrix Responsibilities Client Responsibilities • Finalize training plan and schedule • Provide training documentation • Conduct user training • Finalize training plan and schedule • Coordinate training locations and setup • Attend User training Segment 6 – Data Conversion: Matrix understands that a data conversion from your office’s Laserfiche database is requested. Matrix will convert data provided in Microsoft SQL Server format and migrate files that contain the appropriate metadata. Data Conversion Matrix Responsibilities Client Responsibilities • Develop conversion plan (includes mapping) • Develop conversion programs and scripts • Run test conversions and reconcile data • Run production conversion and reconcile data • Provide access to all source data, a copy or subset of data must be made available in SQL server format for use on the Matrix development servers • Review and approve mapping; provide input as needed • Review final test conversion and approve conversion into production • Sign off and accept converted data Segment 7 – Interfaces – We note no integrations for this project. Segment 8 – Implementation & Stabilization: After the system is live, Matrix will provide additional training to ensure a smooth transition to full operational use. The Matrix project lead will conduct a review to identify opportunities and make recommendations to gain further efficiencies when using the system. The client will accept and signoff on the system. Implementation & Stabilization Matrix Responsibilities Client Responsibilities • Go-live support • Request system acceptance • Review Help Desk procedures • QA Review from project lead • Conduct follow up training • Prepare staff for Go-Live • Accept system • Participate in QA Review • Attend follow up training Segment 9 – Project Management: Matrix will work with the client to provide project management throughout the life of the project. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 17 of 49 Project Management Matrix Responsibilities Client Responsibilities • Establish and maintain project plan • Coordinate the Matrix implementation team, project communication, and contract • Provide weekly project status reports • Conduct weekly project meetings • Ensure completion of key project tasks and requests • Facilitate meetings and project resources • Implement internal business processes and policy using Matrix • Attend weekly project meetings This proposal contains confidential and trade secret information. It may not be released without redaction. Page 18 of 49 Methodologies Application Development Matrix's methodology regarding application development comes through analysis, prioritization, and development of client requests which are released through monthly updates. Planned releases are scheduled for the third Thursday of every month. New features are released to all customers simultaneously. Quality Assurance Our methodology for quality assurance is centered around the Project Manager and Client Services Lead working together to ensure client satisfaction. The Project Manager is responsible for: • Attending the project's kickoff meeting • Periodically attending the weekly or biweekly meetings • Meeting regularly with the Matrix Client Services Lead to ensure quality deliverables • Attending the client pre-training meetings to confirm the office workflow, training plans, and mechanisms are meeting the high standards as defined by Matrix • Checking in with the client 60-90 days after go-live to assist in any issue resolution and offer support to the client Testing performed as part of the quality assurance process includes Configuration and Test Plans, User Acceptance Tests, Integration Testing, etc. Patch management and assurances that patches are handled internally through various tests such as patch and regression testing. Matrix has processes to identify, track, prioritize, and resolve defects or issues identified during software development or testing. Matrix has implemented an industry-standard approach to patch and vulnerability management, including the processes for installing, testing, and managing configuration for relevant security, software, and firmware patches. Our methodology includes key concepts from the NIST 800-40 documentation. Production systems are monitored, scanned, and patched at consistent intervals. If the situation warrants, functionality and security patches will be hot-fixed out-of-band. Enterprise patching is controlled with phased deployment and centrally managed tools that provide comprehensive reporting. All vulnerabilities are remediated within a commercially feasible timeframe. Configuration Management Our methodology to configure the system relies on the Client Services Lead working with the client. The Matrix system is highly configurable, and the Matrix Client Services Lead will configure the system for the County's specific needs. Configuration completed by the County is minimal. Based on the documentation provided and interviews, we will configure our Configuration & Maintenance feature to suit your office's needs and business requirements. Timeline We have developed a preliminary project implementation timeframe for your office based on our current understanding of your business and our experience with other projects of similar size and scope. We will work with users to refine this plan to fit your environment and budget. Matrix proposes a three-to-five-month MatrixCivil implementation including data conversion and file migration by Go Live. This timeline is subject to change based on: • Interface timing and requirements; and • Availability of client staff. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 19 of 49 0 30 60 90 120 150110: Project Initiation 120: Information Gathering 210: Operational and Requirements Analysis 220: System Configuration 310: Environment Provisioning 410: User Acceptance Testing 510: Training Setup and Administration 520: User Training 530: Portal Training 610: Data Conversion (Laserfiche) 810: Implementation Go Live! 820: Transition 910: Project Management Elapsed Days This proposal contains confidential and trade secret information. It may not be released without redaction. Page 20 of 49 10. Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. Our Matrix Support team will provide ongoing post-implementation support for all features by telephone, email, and web ticket submission. Once your office is live on the system, two Super Users from your office will have direct access to the Matrix Support team Monday through Friday from 8:00am to 6:00pm ET, excluding holidays. Our support ticketing system includes a Knowledge Base containing information commonly requested by clients. In addition, 66% of tickets are resolved to within one hour. Matrix also provides a 24/7 support line for critical issues such as a system outage. Matrix does provide gratis after-hours emergency support. After business hours, Matrix provides a phone number to Super Users for an emergency after-hours answering service. The answering service will collect information from the Super User about the nature of the emergency, then forward that information to a Matrix engineer. Callers should receive a confirmation email from the engineer within an hour of calling. Periodic updates are emailed to the Super User. This service is for emergencies only. An emergency is defined as an issue where: 1. The issue is not related to internet connectivity, computer settings, or your infrastructure. 2. The issue prevents all users from accessing their Matrix site. 3. The issue is critically time sensitive and cannot wait for normal Matrix Support hours. For questions about using system features, in addition to our Support team help, Matrix provides quick reference guides (QRGs) and other written help documentation. Additionally, Matrix Online Help features a repository of e-learning modules which helps to acclimate users and build a foundational knowledge of the software system. Software system modules include all user training, Super User training, and specialized features. Lastly, Matrix Online Help has various tutorials to outline system features in depth. When new features are released, Matrix provides written release notes and, as appropriate for more intricate features, more detailed written documentation regarding feature use, permission configuration, etc. Additionally, Matrix hosts webinars to demonstrate how to use and configure new features. Release notes, which provide an overview of system updates and a synopsis of new features to our software, are included with all releases when they occur the third Thursday of every month. 11. Describe the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. As outlined in the response to question three above, to ensure a smooth implementation process, Matrix adopts a systematic approach to identify and resolve issues before, during, and after implementation. Initially, Matrix will conduct and assessment to anticipate potential challenges across technical, financial, organizational, and operational aspects of your office. Client engagement will be prioritized to gather diverse perspectives and align on project objectives. Prototyping and testing phases will precede full-scale implementation to detect and address any issues early on. During implementation, Matrix maintains continuous monitoring and transparent communication to promptly address emerging issues. Clear problem-solving mechanisms are established, which assigns responsibilities for issue resolution to specific Matrix team members. Matrix embraces flexibility in our processes to accommodate feedback, unexpected challenges, or changing requirements. Post-implementation, Matrix thoroughly reviews and assesses the process’s success and gathers feedback from your office. Insights gained from the feedback inform continuous improvement efforts, ensuring that lessons learned are documented and applied to future projects, thereby fostering a culture of adaptability and resilience within the organization. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 21 of 49 12. Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Thomas Coury, Chief Software Architect, will have overall responsibility for this project. Kevin Newhams will serve as Project Manager. Most analysis and training will be conducted by Leigh Welker, Esq., Director of Product Experience, MatrixCivil. Our engineering staff efforts will be coordinated by Nick Mancini, who is the Director of Product Engineering, MatrixCivil. These key personnel will have additional support from other Matrix employees. Key personnel resumes can be found on the subsequent pages. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 22 of 49 THOMAS J. COURY Chairman and Chief Software Architect SPECIALTIES • Enterprise system development and project management • Service industry application design • Database design and development • Project management and system analysis EXPERIENCE Matrix Pointe Software| 2005-Current CHAIRMAN, FOUNDER, AND CHIEF SOFTWARE ARCHITECT Provider of enterprise software for the justice system. Representative projects include: • Ohio Attorney General’s Office, multiple sections and products • Franklin County, Ohio Sheriff’s Office • Franklin County, Ohio Prosecutor’s Office • Cuyahoga County, Ohio Prosecutor’s Office • North Carolina Department of Justice, Medicaid Investigations Division • South Carolina, 14th Circuit Solicitor’s Office • Ohio State Board of Pharmacy Accenture | formerly Andersen Consulting CONSULTANT / MANAGER EDUCATION AND TRAINING Master of Quantitative Systems | 1985 (Graduated first in class) Arizona State University, Tempe, AZ Bachelor of Science in Computer Science | 1983 Bachelor of Science in Pharmacy | 1983 Ohio Northern University, Ada, OH Andersen Consulting (currently Accenture) Management Training | 1992 System Development Methodology, Large Systems Development, Systems Integration This proposal contains confidential and trade secret information. It may not be released without redaction. Page 23 of 49 KEVIN T. NEWHAMS Project Manager SPECIALTIES • Project management • Project implementation • Strategy design • Coaching and development EXPERIENCE Matrix Pointe Software | 2023-Current PROJECT MANAGER USC Consulting Group PROJECT MANAGER / SENIOR PROJECT CONSULTANT Provide change management and process improvement through waste identification, implementation and knowledge transfer in the manufacturing, mining, and transportation companies. • Land O’ Frost, Food Processing • First Majestic, Mining • Materion, Manufacturing • Advanced Drainage Systems, Manufacturing EDUCATION AND TRAINING Master of Cognitive Linguistics | 2018 Case Western Reserve University, Cleveland, OH Bachelor of Arts in Psychology | 2014 Washington & Lee University, Lexington, VA This proposal contains confidential and trade secret information. It may not be released without redaction. Page 24 of 49 NICK MANCINI Director of Product Engineering, MatrixCivil SPECIALTIES • Enterprise application architecture and design • Database design and development • Web client UI design and development • Windows services design and development • Agile development and methods EXPERIENCE Matrix Pointe Software| 2009-Current SOFTWARE ENGINEER Engineering lead for the MatrixCivil product. Manage, mentor, and support the Matrix Engineering Team. Collaborate company-wide with team members and guide the technical architecture of new feature development. Products developed: • MatrixCivil: Cohesive case management system for civil matters • MatrixProsecutor: Prosecutor case management system • MatrixInvestigator: Web-based case management system for Investigators • MatrixExchange: Integrated web portals for document exchange Client projects include: • Ohio Attorney General office • Cuyahoga County, Ohio Prosecutor’s Office • Cuyahoga County Law Department • County Prosecutor Offices, multiple criminal and civil divisions • Municipal Offices Pharmed Corporation SOFTWARE ENGINEER • Architectural design and implementation of RXPointe: Patient Case Management, RX, and Inventory Tracking Software EDUCATION AND TRAINING Bachelor of Science in Computer Science | Magna Cum Laude | 2007 Cleveland State University, Cleveland, OH This proposal contains confidential and trade secret information. It may not be released without redaction. Page 25 of 49 LEIGH WELKER Director of Product Experience, MatrixCivil SPECIALTIES • Legal lead of civil software implementations and trainings • Civil feature analysis, specifications, QA testing, product management • Client consultation services and analysis EXPERIENCE Matrix Pointe Software | 2017-Current CLIENT SERVICES ATTORNEY Project lead of software implementations, training, data conversions, and new feature analysis. Civil and Prosecutor implementations for: • Ohio Attorney General Office, multiple civil sections • Cuyahoga County Law Department • County Prosecutor Offices, multiple criminal and civil divisions • Municipal Offices OTHER LEGAL EXPERIENCE Abstone Lalley DeNio, Inc. | NATIONAL LEGAL SEARCH CONSULTANT/RECRUITER serving as a strategic partner for attorneys in the process of advancing their careers as well as a consultant on effective leadership solutions for corporate clients Hearing and Appearance Attorney for the Law Offices of Jacobson and Techernev Ltd. | ATTORNEY specializing in foreclosure defense, loan modifications, and bankruptcy cases Owner of Willing to Help, LLC| ATTORNEY providing personalized estate planning packages for couples who recently entered a marriage or civil union or recently welcomed a new child Sidley Austin LLP and Cadwaladar, Wickersham & Taft LLP | CONTRACT ATTORNEY conducting large scale discovery and due diligence on various anti-trust and patent infringement litigations Kassel Management Corporation | ATTORNEY AND LEGAL COORDINATOR TO CHAIRMAN representing business interest in the US, the UK and China EDUCATION AND TRAINING Admitted to Practice | Supreme Court of Ohio (2009) New York (2010) | District of Columbia (2011) | Illinois (2012) Juris Doctor | 2009 Ohio Northern University, Pettit College of Law, Ada, OH Bachelor of Arts in Psychology | 2005 Miami University, Oxford, OH This proposal contains confidential and trade secret information. It may not be released without redaction. Page 26 of 49 13. Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. When deploying systems to new clients, planning for User Acceptance Test (UAT) occurs as early in the project as possible to ensure successful testing results. User acceptance testing is conducted in conjunction with the client in a controlled and stable environment. Using test scripts provided by Matrix, the tester will complete each script as described, document results in a results table indicating whether the test has passed, failed, or needs re-tested, and providing screen shots and comments where needed. Once confident in the system, the tester will sign-off indicating the system satisfies the needs of the office. Upon successful completion of the UAT, Matrix will perform the operational readiness test. Through comprehensive and extensive internal testing, Matrix staff will demonstrate that the functions under test meet all relevant requirements. We have attached a sample test plan in Appendix B. 14. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. As the proposer, our partnership with the Office of the Corporation Counsel begins with a comprehensive needs assessment phase. Through close collaboration and engagement with your office, we will identify specific training needs relevant to the project’s objectives. This process involves conducting an information and gathering phase. Based on the findings, we will tailor the implementation plan to address identified gaps and align with your office’s goals. Our post-implementation supplemental development approach prioritizes interactive and engaging content, utilizing a variety of instructional methods to accommodate diverse learning preferences. This content is available to all users in the “Help” section of our software. Regarding training delivery, we recognize the importance of flexibility and accessibility. Therefore, we will employ a range of methods including implementer-led sessions, workshops, webinars, e-learning modules, and self-paced tutorials. Training is provided at various stages of the project, beginning with foundational training to establish essential knowledge and skills regarding the utilization of our software. As the project progresses, more advanced and specialized training is available to build upon this foundation. Additionally, training will be provided to address emerging needs or changes in project management. Training can be delivered in both inperson and remote formats. Matrix provides an extensive training program for varying knowledge levels and will work with an office’s Super Users to help them become system experts. Matrix will be responsible for developing training plans and training documentation that support the system’s functionality and business processes. Matrix will discuss the best approach to training with the client project team and provide training to client users and super users. Our training curriculum is customized to accommodate your workflow and office requirements. The training will reflect any policy decisions or workflow re-engineering efforts identified by your office. Training takes place in segment 5 of our project implementation methodology. Matrix training is role-based, meaning the training sessions are tailored to the projected needs of the session participants. Structuring the training sessions in this way allows us to build training scenarios on actual use cases that the session participants will experience, as well as make the most efficient use of each training participant’s time. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 27 of 49 After the initial implementation phase, our commitment to ongoing support extends through additional followup training (at cost), live technical support options during business hours, and extensive online resources. These online resources include refresher courses, advanced modules, one-on-one support with our Client Services Representatives, and access to online content for continued learning and questions that arise post Go-Live. By working collaboratively and providing tailored training solutions, we aim to maximize the County’s investment in the project and ensure long-term success. Please review Matrix’s proposed workplan for detailed workflow methodology. G. System Reporting, Data Migration, and Integration The Proposer shall describe and provide samples of available existing standard reports (management statistics, case load by attorney, etc.). The proposed solution must have a graphical user interface and an ad hoc reporting capability so that the County can generate reports on an “as needed" basis. The proposed solution must have the ability to automate reports and distribute them via email. All report generation subject to permission-based restrictions. The Proposer shall also describe its process for exporting, converting, and migrating legacy data into the new system. Proposals shall also describe the process used to verify and test migrated data to ensure accuracy. The system has extensive reporting capabilities, including the ability to generate both engineered and custom reports. Views created in Data Explorer can be exported to Excel as needed. Report examples include Active Matters, Matter Counts by Client, and more. The System Reporting feature provides the ability to generate more than 50 reports on individual Matters, groups of Matters, and user and system data. The Matter Forms feature allows users to generate a variety of reports on the Matter, including lists of Notes, Tasks, Appointments, etc. on the Matter and a printable Matter Overview. All reports can be downloaded and saved by users. Reports generated from Matter Forms can be directly attached to the Matter’s Digital Files. Using the Reporting Subscriptions feature, users can have a report automatically generated and emailed to them and/or other personnel on a recurring schedule. Regularly receiving Matrix reports can help offices track workload, cases, and other information, without having to manually create and distribute the report each time. The Data Explorer feature allows users to create and save custom reports that feature fields from selected data sets and can be updated and regenerated as needed. Users can also choose sorting and filtering options to further customize their data views. Data views can be downloaded and subsequently uploaded into the system’s File Explorer and/or shared from the user’s device. The system provides the ability to generate 8 Analytic Reports. These reports use charts and graphs to illustrate matter, assignment, client, and workflow productivity. Each Analytic Report comes with a corresponding Detail version, which lists the matters included in the analysis and provides links to view the matters in the system. Furthermore, each report comes with the option to View Report or Analyze the data comprising the report via a “Drill Through” view. Additionally, the system provides the following Management Reports for system auditing requirements: • Document View Log by Matter, Practice Group or Person • Matter View Log by Matter, Practice Group or Person • Workload by Practice Group or User • System Use Log by Person • Matter Activity by Interval • Matter Update Report For reference, we have attached a sample of our Matter by Assignment Detail report in Appendix A. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 28 of 49 Matrix can offer data conversion which requires the data to be provided in MS-SQL format. Matrix will review your conversion requirements and include in a specification document, the specific conversion criteria for data elements in the current system. We will develop programs and scripts to migrate your data, and we will conduct a system test of all conversion software to demonstrate its functionality and performance before conversion. Matrix thoroughly tests the data from multiple conversion runs before turning over data for the client project team to review and approve before commencing conversion into the production site. Finally, clients must ultimately review and sign off on converted data into the conversion site. Files can be converted if programmatically accessible with appropriate metadata. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 29 of 49 H. Cost Proposal The Proposer shall provide a proposed project budget broken out by each of the major products and tasks showing the total direct costs and all other costs associated with the services provided, and the required amount of State general excise and use taxes. Costs should be identified as deliverables-based or recurring for system licensing and administration; and personnel costs should be disaggregated for project management, system design and build-out, testing, training, and/or system maintenance, as applicable. The Proposer shall provide a listing of hourly rates for project personnel that shall be used for direct labor costs. The Proposer shall submit a Products and Services Schedule, grouped by major product categories, of the products and services offered, which consists of an item number, item description and the County's maximum price for each product or service. Such schedule shall be established and maintained as an exhibit of the agreement between the County and selected Proposer upon award of contract. The scoring for cost shall be as follows: the Proposer’s proposal with the lowest cost will receive the highest available rating allowable to cost (10 points). Each proposal with a higher cost than the lowest shall have a lower rating for cost. The points allocated to the higher priced proposals will be calculated as [Lowest Price x Points (the maximum available)/Price in Proposer’s Proposal = Proposer’s Points Allowable to Cost] in accordance with Chapter 3-122 of the Hawai‘i Administrative Rules. The County will evaluate all solutions proposed. If a specific fee or cost related to a service is not offered, that item should be marked N/A to indicate “not available.” Matrix proposes our MatrixCivil Suite Hosted Subscription option with monthly software licenses. Software maintenance, support services, and a base amount of data storage are included with an additional charge if over that base storage amount. The Corporation Counsel is responsible for Third-Party Client software and hardware. Matrix pricing is based around annual subscription licenses, a one-time implementation and training fee, and a one-time data conversion and file migration fee and does not necessarily conform to a products and services schedule. Matrix does not require any payment until all users have been trained, the office has gone Live and is using the system, and the department has accepted the system. Hourly Rates Legal Support Services $225/hour Software Engineering Services $200/hour Proposed Products We propose our entirely web-based MatrixCivil Suite, which includes the following fully integrated components: • MatrixCivil: Our litigation matter, public records, and contract management system is used by government agencies that focus on civil matters at the state and local levels. • MatrixCivil Client Portal: Our portal allows government clients to submit matters and documents electronically to MatrixCivil users. The Portal also allows MatrixCivil users to share documents and other information with the Portal users. • MatrixCivil Public Records Request Page – A webpage, which can be embedded into your public website, allowing members of the public to submit electronic public records requests to the Corporation Counsel. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 30 of 49 Our proposal includes costs for: • Subscription licenses for 27 named users in your office • Unlimited (free of charge) Client Portal users • Professional services for MatrixCivil implementation • Training for 27 MatrixCivil users and 2 super users • Training for Client Portal users • A base storage amount: 1TB • Maintenance and Support One-Time Monthly Subscription Fees (Matrix Hosted) MatrixCivil Subscription Licenses ($100/27 named users/month) $2,700 - MatrixCivil Client Portal Users (Unlimited) Included - Data Storage Included: 1TB Included Additional Storage: $50/TB/month if over base amount Implementation Fees MatrixCivil Implementation/Training $45,000 Data Conversion (Laserfiche) Option 1: 200 columns/ fields of data $15,000 Option 2: 500 columns/fields of data $25,000 Option 3: File conversion (Laserfiche) $5,000 Travel Estimate: Matrix estimates two trips. *Travel will be based on actual rates. $10,000 TOTAL* (Total includes Data Conversion Option #1) $70,000* $2,700 County of Hawaii Excised Tax (4.7120%) $3,298.40 TOTAL after Excised Tax $73,298.40 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 31 of 49 Appendix A: Sample Matters by Assignment Report Reference No. Title Created On Closed On Type Subtype Client Practice Group Status/Outcome Days to Close Anna Pedicini 2023-FOR-0012 Restricted 2023-POL-0003 Appeals Demo Case 12/27/2023 Policy Review Employment Matrix Pointe Software Legal Services Matter Under Review Total matters: 2 Brandon Forsythe 2023-LIT-0003 Smith v. Lancaster County 2/14/2023 Litigation Negligence Facilities Management Appeals Intake Brent Walters 2021-STAA-0001 Harvey v. State 12/22/2021 Claimant Appeal Section 1983 Texas Comptroller of Public Accounts Litigation Open 2021-STAA-0002 Akron v. State 12/22/2021 Claimant Appeal Mandamus Texas Comptroller of Public Accounts Litigation Open Total matters: 2 Grace Beyer 2022-CON-0003 ABC Software Purchase Agreement 5/16/2022 Contract Software Services General Division Litigation Assigning Jacob Aison 2021-PRR-0003 Public Records Request for County Meeting Minutes 9/21/2021 Public Records Request General Public Record Request General Division Litigation Reviewing 2022-CLM-APP-0001 Clinton Dwyer v. Circuit City 3/1/2022 Claimant Appeal State Fund Bureau of Workers' Compensation Litigation Reviewing 2022-LIT-0007 Request for Representation - Negligence Defense 5/9/2022 Litigation Negligence Public Works Appeals Intake 2022-LIT-0019 Request for Representation - Negligence Defense 9/14/2022 Litigation Negligence Facilities Management Appeals Intake 2023-LIT-0014 Request for Representation - Discrimination Litigation 8/7/2023 Litigation Employment Building Department Appeals Intake 2023-LIT-0016 Request for Representation - Discrimination Litigation 8/18/2023 Litigation Employment Human Resources Appeals Intake For Active matters assigned to Admin, Treasurer, Aison, Jacob, Aison, Jacob, Beyer, Grace, Coury, Thomas, Coury, Th...See end of report Total Matters: 145 Matrix Legal Department MATTERS BY ASSIGNMENT DETAIL 1/1/2022 - 4/4/2024 Printed: 4/4/2024 12:13:49 PM Page: 1 of 8 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 33 of 49 Appendix B: Sample User Acceptance Test User Acceptance Test Project Name: Civil Case Management System Project ID/PO#: XXX-XXX-XXX Date: 05/06/2024 © 2024 Matrix Pointe Software, LLC. All rights reserved. CONFIDENTIAL: For use by justice systems, law enforcement agencies, attorneys and authorized designees thereof only. Possession by any other person or entity is not authorized. Distribution, dissemination, or other unauthorized use of any material contained herein is strictly prohibited and will be subject to penalties as permitted by law. Page 2 of 13 Areas Configuration and Maintenance Test 1 – Assess and Approve Matter Types in CAM 1. The user will locate the Matter Types CAM page and sign off on the following validations: a. The user will confirm that the proper Matter Types, and its associated Subtypes, have been created. b. The user is confident in their ability to add/edit Matter Types, Subtypes, Statuses, Outcomes, and Party types. c. The user is confident the Matter Types configurations support business usage. 2. Results Table: Pass Fail Needs Re-Test N/A Comments x Test 2 – Assess and Approve Permission Roles in CAM 1. The user will locate the Permission Roles CAM page and sign off on the following validations: a. The user will confirm that the proper permissions Roles have been created. b. The user will confirm that the proper Application Features and Matter Types permissions have been assigned to each Role. c. The user is confident in their ability to add/edit Permission Roles. d. The user is confident the permission configuration support business usage. 2. Results Table: Pass Fail Needs Re-Test N/A Comments x Test 3 – Assess and Approve Matter Workflow Templates 1. The user will locate the Workflow Template CAM page and sign off on the following validations: a. The user will confirm that the proper Workflow Templates, associated with the proper Matter Type, have been created. b. The user will confirm that for each Workflow Template the correct Processes and Events have been created. c. The user is confident in their ability to add/edit a workflow Process and Event. d. The user is confident the workflow configuration support business usage. SAMPLE User Acceptance Test Project Name: Civil Case Management System Project ID/PO#: XXX-XXX-XXX Date: 05/06/2024 © 2024 Matrix Pointe Software, LLC. All rights reserved. CONFIDENTIAL: For use by justice systems, law enforcement agencies, attorneys and authorized designees thereof only. Possession by any other person or entity is not authorized. Distribution, dissemination, or other unauthorized use of any material contained herein is strictly prohibited and will be subject to penalties as permitted by law. Page 3 of 13 2. Results Table: Pass Fail Needs Re-Test N/A Comments x Test 4 – Review Note Types 1. The user will add/edit configurations on the Note Types CAM page; (e.g., add a Note Type; inactivate a Note Type) and sign off on the following validations: a. The system supports the ability to add/edit system configurations. b. The user is confident in their ability to add/edit system configurations. c. The user is confident the system configurations support business usage. 2. Results Table: Pass Fail Needs ReTest N/A Comments x Test 5 – Review Task Types 1. The user will add/edit configurations on the Task Types CAM page; (e.g., add a Task Type; inactivate a Task Type) and sign off on the following validations: a. The system supports the ability to add/edit system configurations. b. The user is confident in their ability to add/edit system configurations. c. The user is confident the system configurations support business usage. 2. Results Table: Pass Fail Needs ReTest N/A Comments x SAMPLE This proposal contains confidential and trade secret information. It may not be released without redaction. Page 36 of 49 Appendix C: MatrixCivil Feature Overview The following information provides an overview of many of MatrixCivil’s features: Personalized Dashboard When an attorney or staff member logs in to Matrix, they are presented with their own dashboard to quickly show them their work. The page allows sorting and filtering, presents key statistics, and provides an easy launch pad to their matters (litigated and non-litigated). Matter information on the dashboard includes matter reference numbers, titles, primary clients, matter types, upcoming activities, tasks, workflow process, and important due dates. At a glance, attorneys can see their calendar and tasks, as well as quickly access their discussions and any notifications. A Supervisor’s Dashboard is also available, allowing a supervisor to view their staff’s workload. New Matters When a new matter is created, the system creates a unique reference number. The system also alerts users of potential duplicate matters. The Matter General tab provides a summary of information including assigned personnel. Assigned Client Personnel that have access to the matter in the MatrixCivil Client Portal is also displayed. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 37 of 49 Matter General Stamps are system configurable and can be added to the matter as needed, providing users with more information about the matter. Matters can be Starred (or favorited) by individual users. Additionally, they can be marked with a Key Level to indicate their level of urgency or importance to all users with access to them. Matter Security, Matter Linking, and the events of Matter Workflows are all managed in the Matter General tab. Workflow The system’s customizable workflow tool optimizes your office’s internal processes, allowing you to designate certain processes or events during the life cycle of a matter that will automatically trigger actions and assign tasks. Workflows can trigger a variety of activities to be performed by specified individuals, such as document drafting, research, analysis, supervisor review, and case file management. With this tool, users can configure workflow templates and accommodate your office’s unique needs. Workflows can be created for matter management, allowing users to track your case management process. Workflows are also available for drafting documents which may need supervisor approval. Because workflows are configurable by the user (based on permissions), users can create unique workflows for each matter type and draft report process as needed. The workflow feature provides consistency for your division in handling matters, drafting responses, and tracking due dates, resulting in an increase in efficiency and matter management timeliness. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 38 of 49 Matter Bonus Tabs Different Matter Types can be created to meet your unique office requirements. Each Matter Type has a unique “Bonus Tab” allowing users to capture important information, specific to that Matter Type. Available bonus tabs include General Contract, General Litigation, Claim, Public Records Request, and more. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 39 of 49 Parties and Parties Service All parties involved in a matter are centrally accessible on the Parties component of the matter. Below is our card layout of the parties, and a detailed view of a single party is just a click away. The system includes details on each party. Additionally, the system allows the user to enter multiple addresses, phone numbers, and other demographic data for a party, which are searchable using the system’s Full Text Search functionality. When a party is added to a matter, the system will automatically search to determine if this party already exists in your system. This reduces redundancy of work and improves efficiencies. Parties Service allows you to track the service of documents to parties. Service History includes the address, document type, dates, service type, and result type. Address Book Information about all system users, including users from your office, defense attorneys, civil clients and other individuals and agencies that might contribute to a matter or case file, is in the Address Book. The Address Book contains not only contact details, but also information including a user’s roles, permissions, and system access. Files MatrixCivil provides an integrated file management system. Digital Files will store most file types and provides versioning and full text searching. Users can package and stamp your files for sharing with others. Drafts Draft Word documents can be created in the Drafts tab by uploading a new document, by creating a Word document from the Word Merge feature built into MatrixCivil, or by receiving a document from a client using the MatrixCivil Client Portal. Drafts can also have a workflow assigned to ensure supervisor approval and consistent process when creating documents. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 40 of 49 Contracts can be modified and updated while tracking changes and sent back to the client for their review. The ability to send documents between MatrixCivil and MatrixCivil Portal increases efficiencies and reduces errors during any document review process. Versions are kept in a history until the final document is approved and finalized. Once finalized, the file is saved in Digital Files. Notifications and tasks are built into this feature, keeping all those involved informed and on task. Digital Files All files related to a Matter are stored in that Matter’s Digital Files. If created within the system, the file automatically appears in Digital Files. Files created outside of Matrix can be uploaded to the system and attached to the appropriate Matter. Files can also be shared with a client in the MatrixCivil Client Portal or sent from the Client Portal to MatrixCivil. Digital Files provides an audit by displaying when the document was added and last modified, along with who added or modified the document. Filter and sort features are available. File types and groups are configurable in the system, providing your division with consistency. A file detail view includes a thumbnail preview, easy-toread file properties, version history, and references to other matter items, such as Emails and Drafts. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 41 of 49 Redactions Users can create and save redactions of files for sharing documents outside of MatrixCivil. A robust set of redaction tools allows users to redact selected lines, areas of pages, full pages, or one or more specific words throughout the document. Multiple redactions meant for different uses can be created for a single document. Emails and Outlook Emails, along with their attachments, can easily be uploaded to Matrix and associated with a Matter to maintain a complete record. Drag and drop the email from Microsoft Outlook into the Emails tab in MatrixCivil. The email record will display the date and indicate the number of attachments included from the email. If an email has attachments, they will be added to the Digital Files with the “Email Attachment” file type and a reference to the source email. MatrixCivil is integrated with Microsoft Exchange and includes an Outlook Add-In. The MatrixCivil Add-In allows users to easily save emails from Microsoft Exchange to a matter in MatrixCivil. A MatrixCivil folder is created in Outlook, allowing users to easily move an email to a matter in MatrixCivil. Folders such as “Favorites”, “My Active Matters” or “Recently Used” Matters make it easy to manage your emails. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 42 of 49 Search The Search feature allows users to quickly find matters, parties, favorites, and more. Search options include common data (e.g. Reference Number, Party Name, etc.), Recent Matters, Starred Matters, and a robust Full Text Search. Full Text Search Users can find terms that appear throughout the system, such as words, phrases, and phone numbers, by using Full Text Search. A search can run across all searchable fields or can be targeted by selecting one or more filters. Calendars Office and personal calendars track appointments and hearings. The calendar will integrate with Microsoft Exchange to update your Outlook calendar. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 43 of 49 Use the Matter Calendar to manage appointments related to a matter. Use the Office calendar to keep all office appointments organized. The user may customize the calendar view to suit their current needs. Users can create a calendar appointment, add both custom attendees and attendees from existing contacts, mark an appointment as a Key Date, and/or create an appointment with a linked task that shares the appointment’s due date. Calendar appointments can also be “Shared with Client” and sent to the MatrixCivil Client Portal. An email notification is of a shared appointment is sent to the client, and the appointment is added to their calendar in the Portal. In addition to the Office Calendar, each matter features a Matter Calendar that allows users to keep track of appointments specific to the matter. Notes The Notes module supports keeping notes integrated with your matter. In the Notes tab, users can enter a new note about the matter, as well as quickly see other important updates that have occurred throughout the case’s lifecycle. Notes can be filtered and sorted. They can also be sent to a client in the MatrixCivil Portal. Notes offer rich text editing, spell check, auto-saving, and a full history of all changes. Notes can be referenced to a party, client personnel, or calendar appointment on the matter. They can also be marked as Important and associated with a specific Action Date. Note types are configurable by the user based on permissions. Tasks This proposal contains confidential and trade secret information. It may not be released without redaction. Page 44 of 49 Using the Tasks feature, a user can assign specific work to themself or to another user. Tasks allows users to manage your to-do list (or your staff’s to-do lists) and keep track of priorities, due dates, start dates, and completed dates. A task can be attached to a specific matter or for general work within the office, and it can be shared with clients in the MatrixCivil Client Portal. Tasks can be created manually, from a Task Template, or from a related appointment. A task with the Due Date Type can also be used to create a related appointment with the same due date as the task. A Task can also be generated as an Auto Task. Auto Tasks are system-generated tasks that are automatically triggered by a particular event. Events include a matter assignment, a new matter created, a new matter request received, or a new document uploaded and added to a matter. Auto Tasks are created and configured by users based on permissions. As users work on a task, users can conduct related discussions with other users in your organization. Discussions are kept alongside the task, and all participants are notified of the updates. Discussions Discussions allow a user to message other users, as well as client personnel if the discussion is shared with the MatrixCivil Client Portal. A discussion can be related to a specific task or matter or be about general office business. Users are notified about any update to a discussion that they created, have been tagged in, or have elected to follow. Notifications This proposal contains confidential and trade secret information. It may not be released without redaction. Page 45 of 49 Notifications are sent to both MatrixCivil and Matrix Civil Portal users when specific events occur on a matter. Notifications can be sent via a variety of methods (e.g., Email, Notification Feed, Pop-up and Email Digest). More than one notification method can be selected, and all notification methods are user configurable. Events which can trigger a notification include new matter assignments, the assignment of tasks and workflow processes, the creation or modification of calendar appointments, new activity in a discussion, a new document received on a matter, new matter requests received from the Client Portal, and more. Notification Preferences and settings are configurable by each user to best support their work. Worklists MatrixCivil provides worklists that are designed to help attorneys and support staff manage their daily tasks and their caseloads from matter intake through final disposition or resolution. All worklists offer a variety of filtering options, allowing users to focus their attention on a subset of matters based on their type, status, primary client, practice group, and more. “Practice Groups” are a configurable way to organize matters handled by different departments within your office, or different areas of provided services. In addition to My Matters on the Dashboard, Matrix provides an Office Worklist and a Client Portal Matter Intake Worklist. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 46 of 49 Client Portal Matter Intake The Client Portal Matter Intake worklist allows users to monitor and assign matter requests that are sent to users from clients using the MatrixCivil Client Portal. This ensures that no request is missed and can be assigned in a timely manner. Reporting and Data Explorer The system has extensive reporting capabilities, including the ability to generate both template and custom report types using Matrix’s Data Explorer feature. Views created in Data Explorer can be exported to Excel as needed. Report examples include Active Matters, Matter Counts by Client, and more. Additionally, Matrix allows users to create Analysis Reports that use charts and graphs to show counts of Matters by Matter Type and other data. These reports allow users to click on an object within the report to view the full data behind that figure, chart, or graph. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 47 of 49 MatrixCivil Client Portal MatrixCivil Client Portal is an integrated web portal that enables the electronic submission of matter requests and information to the Civil Division. This is a web-based client portal that allows for electronic submission of requests for legal review or representation. This two-way interface allows your office to update your clients on matter progress, submit draft documents for client review, assign tasks, and exchange discussion posts and notes with your clients. Some of the benefits of the portal include: • A secure website that is used for electronic creation and submission of matter requests to the Civil Division, including documents, photographs and audio files • The ability to create, edit, redact, and deliver documents directly to the Civil Division through the Portal, thereby minimizing hand delivery of files • The ability to supplement case information and resubmit to your office as needed • The ability to track and view cases by status, date or party name • Automated updating of matter information saved in MatrixCivil and set to be shared with Portal users, including matter status, calendar appointments, notes, and documents • An audit trail of matter submission to the Civil Division Using the MatrixCivil Portal reduces the time to reach final matter disposition and increases efficiency and consistency of the civil case management process. Creating and sending a matter request from the client portal is as easy as sending an email. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 48 of 49 MatrixCivil Client Portal Dashboard The Client Portal includes a user-specific dashboard displaying the client user’s Active Matters, Task, Calendar and Recent Activity. The Dashboard also includes filter and sort options. Client Portal New Matter Requests A Client Portal user can quickly create and send a New Request to the Civil Division, using dropdown fields configured by your office in MatrixCivil. The New Request form allows the client to attach files, add a description, add key event dates, and send a note to the attorney when creating the New Request. When a new request is sent to MatrixCivil from the Portal, it appears on the Client Portal Matter Intake List. A notification is also sent to key personnel of the new request, allowing users to review the matter and quickly assign personnel. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 49 of 49 Client Portal Matter Management The client can view details on the matter, based on information sent to the Portal by the Civil Division user. Matter Details, Parties, documents, Calendar appointments, Notes, Tasks and a summary of activities for that Matter are included. Bid Zip RFP #4548/Matrix Pointe Software, L.L.C._964210/HI-Office of the Corporation Counsel Proposal_Redacted.pdf This proposal contains confidential and trade secret information. It may not be released without redaction. Sincerely, Joseph J. Whang Chief Executive Officer Authorized Designated Representative of Matrix Pointe Software This proposal contains confidential and trade secret information. It may not be released without redaction. Contents A. Letter of Transmittal .............................................................................................. ............................................. 2 C. Executive Summary .................................................................................................................................. ........... 1 D. Company Background ......................................................................................................................................... 3 1. Experience and Organizational Capacity: ..................................................................................................... 3 E. Technical Specification and Functional Requirements ....................................................................................... 7 F. Implementation, Project Management, Training and Ongoing Support ........................................ .................. 13 G. System Reporting, Data Migration, and Integration ........................................................................................ 27 H. Cost Proposal .................................................................................................................................................... 29 Appendix A: Sample Matters by Assignment Report ........................................................................................... 31 Appendix B: MatrixCivil Feature Overview ............................................ ............................................................... 33 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 1 of 49 C. Executive Summary This section should include an overall description of the Proposer’s qualifications, experience, and commitment to providing services and/or software related to case management. This section should also include a brief understanding of the County’s objectives and minimum requirements, and an overview of the Proposer’s proposed solution. Matrix Pointe Software (“Matrix”), based in Cleveland, Ohio, is a leading provider of innovative software solutions for legal case management within the justice system. Our core business and priority are developing and providing organizations with case management software. We pride ourselves in working diligently to understand the needs and workflows of our clients to make their business operations more efficient. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 2 of 49 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 3 of 49 D. Company Background 1. Experience and Organizational Capacity The Proposer shall include in their proposal a statement of relevant experience. The Proposer should thoroughly describe, in the form of a narrative, its experience and success as well as the experience and success of subcontractors, if applicable, in providing and/or supporting the proposed solution. In addition, Proposers are required to provide the following information: 1. Proposers shall provide the company name, business address, including headquarters and all local offices, and telephone numbers. Proposer shall provide the company web address. Matrix Pointe Software is headquartered in Westlake, Ohio. We are located at 30400 Detroit Road, Suite 400, Westlake, OH 44145. Our phone number is 216-865-0025 and our web address is www.matrixpointesoftware.com . 2. Proposers shall provide a description of the Proposer's organization, including names of principals, number of employees, client base, areas of specialization and expertise, and any other information that will assist the Evaluation Committee in formulating an opinion about the stability and strength of the organization. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 5 of 49 4. Proposers shall provide a description of the depth of their experience implementing, installing, and supporting the proposed solution and an outline of the services they provide as part of this solution with a focus on systems installed for governmental entities similar in size to the County. Experience Implementing and Installing MatrixCivil Outline of Services Support Post-Implementation This proposal contains confidential and trade secret information. It may not be released without redaction. Page 6 of 49 Priority Description Proposers shall provide a discussion of the type and duration of the business relationship with the manufacturer(s) whose products are included in the proposed solution, if any. i. Proposers shall indicate the number of certified local equipment technicians or technical personnel that substantially and directly enhances the Proposer’s ability to perform the proposed scope of work. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 7 of 49 ii. Proposers shall provide a description that addresses how long the proposed solution has been in the marketplace, and how often the Proposer releases upgrades. 2. Past Performance (References): The proposal shall include three external references from different clients who are willing to validate the Proposer’s past performance on similar projects. The minimum information that shall be provided for each client reference shall be the person’s name, title, and organization; contact information (address, telephone, e-mail); and a description of the products and services provided and dates the products and services were provided. At least ONE of the references for the proposed system shall be from a jurisdiction of comparable or larger size where the proposed system has been installed and is in current operation. Proposers are encouraged to include additional references that they believe the Evaluation Committee would find helpful in thoroughly evaluating their past performance. E. Technical Specification and Functional Requirements This proposal contains confidential and trade secret information. It may not be released without redaction. Page 8 of 49 Provide a detailed narration of the technical specifications and functional requirements of the proposed technology solution. Any system functionality/capabilities discussed must be currently available in the version of software being proposed for County implementation. Provide detailed information about any hardware or third-party products that are necessary for any system functionality/capabilities discussed. For any hardware or third-party products necessary and included in the proposal, Proposers shall provide a copy of any proposed use agreement that the County would need to sign. If there is a public entity/public sector version of any proposed use agreement, Proposers shall provide a copy in its proposal. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 9 of 49 Mandatory Requirements A. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11 Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. B. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. C. Security features to protect confidential information. D. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 11 of 49 G. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. H. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. I. Mobile/Remote access that allows each user to access and work with documents in the case management system. J. Customization features that allow each user to configure the case management system to their own specific needs. K. The vendor will need to program, install, and integrate the case management system for our office and train our staff to fully utilize its features. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 13 of 49 L. Licensing and any associated fees. M. Computer hardware requirements compatible with Section 1.6 herein. F. Implementation, Project Management, Training and Ongoing Support Proposers shall thoroughly describe, in the form of a narrative, its plan and specific tasks demonstrated against a timeline for implementation following contract award along with project management, training, and ongoing support activities. Proposers are required to provide the following information: 1. A narrative discussion of the conceptual plan, strategies, and methodologies of the proposed system and/or software. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 18 of 49 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 19 of 49 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 20 of 49 10. Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. 11. Describe the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 21 of 49 12. Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 22 of 49 THOMAS J. COURY Chairman and Chief Software Architect SPECIALTIES • Enterprise system development and project management • Service industry application design • Database design and development • Project management and system analysis EXPERIENCE Matrix Pointe Software| 2005-Current CHAIRMAN, FOUNDER, AND CHIEF SOFTWARE ARCHITECT Accenture | formerly Andersen Consulting CONSULTANT / MANAGER EDUCATION AND TRAINING Master of Quantitative Systems | 1985 (Graduated first in class) Arizona State University, Tempe, AZ Bachelor of Science in Computer Science | 1983 Bachelor of Science in Pharmacy | 1983 Ohio Northern University, Ada, OH Andersen Consulting (currently Accenture) Management Training | 1992 System Development Methodology, Large Systems Development, Systems Integration This proposal contains confidential and trade secret information. It may not be released without redaction. Page 23 of 49 KEVIN T. NEWHAMS Project Manager SPECIALTIES • Project management • Project implementation • Strategy design • Coaching and development EXPERIENCE Matrix Pointe Software | 2023-Current PROJECT MANAGER USC Consulting Group PROJECT MANAGER / SENIOR PROJECT CONSULTANT Provide change management and process improvement through waste identification, implementation and knowledge transfer in the manufacturing, mining, and transportation companies. • Land O’ Frost, Food Processing • First Majestic, Mining • Materion, Manufacturing • Advanced Drainage Systems, Manufacturing EDUCATION AND TRAINING Master of Cognitive Linguistics | 2018 Case Western Reserve University, Cleveland, OH Bachelor of Arts in Psychology | 2014 Washington & Lee University, Lexington, VA This proposal contains confidential and trade secret information. It may not be released without redaction. Page 24 of 49 NICK MANCINI Director of Product Engineering, MatrixCivil SPECIALTIES • Enterprise application architecture and design • Database design and development • Web client UI design and development • Windows services design and development • Agile development and methods EXPERIENCE Matrix Pointe Software| 2009-Current SOFTWARE ENGINEER Engineering lead for the MatrixCivil product. Manage, mentor, and support the Matrix Engineering Team. Collaborate company-wide with team members and guide the technical architecture of new feature development. Products developed: • MatrixCivil: Cohesive case management system for civil matters • MatrixProsecutor: Prosecutor case management system • MatrixInvestigator: Web-based case management system for Investigators • MatrixExchange: Integrated web portals for document exchange Pharmed Corporation SOFTWARE ENGINEER • Architectural design and implementation of RXPointe: Patient Case Management, RX, and Inventory Tracking Software EDUCATION AND TRAINING Bachelor of Science in Computer Science | Magna Cum Laude | 2007 Cleveland State University, Cleveland, OH This proposal contains confidential and trade secret information. It may not be released without redaction. Page 25 of 49 LEIGH WELKER Director of Product Experience, MatrixCivil SPECIALTIES • Legal lead of civil software implementations and trainings • Civil feature analysis, specifications, QA testing, product management • Client consultation services and analysis EXPERIENCE Matrix Pointe Software | 2017-Current CLIENT SERVICES ATTORNEY OTHER LEGAL EXPERIENCE Abstone Lalley DeNio, Inc. | NATIONAL LEGAL SEARCH CONSULTANT/RECRUITER serving as a strategic partner for attorneys in the process of advancing their careers as well as a consultant on effective leadership solutions for corporate clients Hearing and Appearance Attorney for the Law Offices of Jacobson and Techernev Ltd. | ATTORNEY specializing in foreclosure defense, loan modifications, and bankruptcy cases Owner of Willing to Help, LLC| ATTORNEY providing personalized estate planning packages for couples who recently entered a marriage or civil union or recently welcomed a new child Sidley Austin LLP and Cadwaladar, Wickersham & Taft LLP | CONTRACT ATTORNEY conducting large scale discovery and due diligence on various anti-trust and patent infringement litigations Kassel Management Corporation | ATTORNEY AND LEGAL COORDINATOR TO CHAIRMAN representing business interest in the US, the UK and China EDUCATION AND TRAINING Admitted to Practice | Supreme Court of Ohio (2009) New York (2010) | District of Columbia (2011) | Illinois (2012) Juris Doctor | 2009 Ohio Northern University, Pettit College of Law, Ada, OH Bachelor of Arts in Psychology | 2005 Miami University, Oxford, OH This proposal contains confidential and trade secret information. It may not be released without redaction. Page 26 of 49 13. Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. 14. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 27 of 49 G. System Reporting, Data Migration, and Integration The Proposer shall describe and provide samples of available existing standard reports (management statistics, case load by attorney, etc.). The proposed solution must have a graphical user interface and an ad hoc reporting capability so that the County can generate reports on an “as needed" basis. The proposed solution must have the ability to automate reports and distribute them via email. All report generation subject to permission-based restrictions. The Proposer shall also describe its process for exporting, converting, and migrating legacy data into the new system. Proposals shall also describe the process used to verify and test migrated data to ensure accuracy. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 28 of 49 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 29 of 49 H. Cost Proposal The Proposer shall provide a proposed project budget broken out by each of the major products and tasks showing the total direct costs and all other costs associated with the services provided, and the required amount of State general excise and use taxes. Costs should be identified as deliverables-based or recurring for system licensing and administration; and personnel costs should be disaggregated for project management, system design and build-out, testing, training, and/or system maintenance, as applicable. The Proposer shall provide a listing of hourly rates for project personnel that shall be used for direct labor costs. The Proposer shall submit a Products and Services Schedule, grouped by major product categories, of the products and services offered, which consists of an item number, item description and the County's maximum price for each product or service. Such schedule shall be established and maintained as an exhibit of the agreement between the County and selected Proposer upon award of contract. The scoring for cost shall be as follows: the Proposer’s proposal with the lowest cost will receive the highest available rating allowable to cost (10 points). Each proposal with a higher cost than the lowest shall have a lower rating for cost. The points allocated to the higher priced proposals will be calculated as [Lowest Price x Points (the maximum available)/Price in Proposer’s Proposal = Proposer’s Points Allowable to Cost] in accordance with Chapter 3-122 of the Hawai‘i Administrative Rules. The County will evaluate all solutions proposed. If a specific fee or cost related to a service is not offered, that item should be marked N/A to indicate “not available.” Proposed Products We propose our entirely web-based MatrixCivil Suite, which includes the following fully integrated components: • MatrixCivil: Our litigation matter, public records, and contract management system is used by government agencies that focus on civil matters at the state and local levels. • MatrixCivil Client Portal: Our portal allows government clients to submit matters and documents electronically to MatrixCivil users. The Portal also allows MatrixCivil users to share documents and other information with the Portal users. • MatrixCivil Public Records Request Page – A webpage, which can be embedded into your public website, allowing members of the public to submit electronic public records requests to the Corporation Counsel. This proposal contains confidential and trade secret information. It may not be released without redaction. Page 31 of 49 Appendix A: Sample Matters by Assignment Report This proposal contains confidential and trade secret information. It may not be released without redaction. Page 33 of 49 Appendix B: Sample User Acceptance Test © 2024 Matrix Pointe Software, LLC. All rights reserved. CONFIDENTIAL: For use by justice systems, law enforcement agencies, attorneys and authorized designees thereof only. Possession by any other person or entity is not authorized. Distribution, dissemination, or other unauthorized use of any material contained herein is strictly prohibited and will be subject to penalties as permitted by law. Page 2 of 13 © 2024 Matrix Pointe Software, LLC. All rights reserved. CONFIDENTIAL: For use by justice systems, law enforcement agencies, attorneys and authorized designees thereof only. Possession by any other person or entity is not authorized. Distribution, dissemination, or other unauthorized use of any material contained herein is strictly prohibited and will be subject to penalties as permitted by law. Page 3 of 13 This proposal contains confidential and trade secret information. It may not be released without redaction. Page 36 of 49 Appendix C: MatrixCivil Feature Overview Bid Zip RFP #4548/MERP Systems_714760/TabulationByVendor_RFP#4548_orgId_714760.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: MERP Systems Page of 1 1 General Comments: General Attachments: MERP Systems Inc Response - State of Hawaii RFP4548-Electronic Case Management system.pdf Bid Zip RFP #4548/MERP Systems_714760/MERP Systems Inc Response - State of Hawaii RFP4548-Electronic Case Management system.pdf Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. t Electronic Case Management System State of Hawai'i Vendor: MERP Systems, Inc. 2201 Cooperative Way, Suite 600 Herndon, VA 20171 Ph: (571) 275-2198 Individual to be Contacted for the Technical Quote: Prem Nair pnair@merpsystems.com 2201 Cooperative Way, Suite 600 Herndon, VA 20171 Ph: (703) 501-3443 SAM UEI: CJCKJLNQKLM1 DUNS: 969054720 GSA FSS Contract Number: GS-35F-409CA Socioeconomic Status of Vendor: 8(a) certified/SDB Submitted to: Director of Finance County of Hawai‘i Hilo, Hawai‘i Submission Date: May 06, 2024 RFP No: 4548 This document includes data that will not be disclosed outside the Government and will not be duplicated, used, or disclosed in whole or in part for any purpose other than to evaluate this proposal or quotation. If, however, a Contract is awarded to this Offeror or quoter as a result of or in connection with the submission of this data, the Government will have the right to duplicate, use, or disclose the data to the extent provided in the resulting Contract. This restriction does not limit the Government's right to use information contained in this data if it is obtained from another source without restriction. The data subject to the restriction is contained in all sheets. This proposal is valid for a period of 120 days Technical Response- Request for Proposal Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 i Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Letter of Transmittal To Director of Finance County of Hawai‘i Hilo, Hawai‘i Subject: Response to Proposal– Electronic Case Management System- Solution Implementation for the County of Hawaii We at MERP is thrilled to submit our proposal in response to the County of Hawaii's request for a cuttingedge case management system. As the Partner at MERP, it is my privilege to represent our dedicated team and to underscore our commitment to this significant initiative. With a rich history of developing sophisticated case management solutions tailored for the public sector, MERPs is perfectly positioned to partner with the County of Hawaii. Our proposal is meticulously designed to leverage the powerful capabilities of the Microsoft ecosystem, incorporating Dynamics 365, Power BI, Azure, and SharePoint, to exceed the County of Hawaii's operational expectations and requirements. Key Highlights of Our Proposal: • Bespoke System Design: Tailored specifically for the County of Hawaii, our solution seamlessly integrates with your unique workflows, adhering to regulatory demands and catering to the diverse needs of your user base. • Strategic Data Migration Plan: We have outlined a comprehensive data migration strategy that emphasizes the safeguarding and seamless transition of the County of Hawaii's invaluable historical data. • Extensive Training and Support: Committed to facilitating widespread user adoption, we offer in-depth training complemented by change management strategies and backed by continuous technical support to ensure the system's long-term effectiveness. • Ongoing System Evolution: Our commitment extends to regular system assessments and updates, ensuring that the solution keeps pace with the County of Hawaii's evolving needs. • Demonstrated Expertise: Our track record of successful implementations with similar governmental entities speaks to our ability to deliver and sustain the proposed solution effectively for the County of Hawaii. We are eager to discuss our proposal in more detail and to explore how MERP can contribute to the County of Hawaii's success. Thank you for considering MERP for this pivotal project. We look forward to the opportunity to collaborate with the County of Hawaii and to support your mission of delivering exceptional services to the community. Sincerely, May 6, 2024 Prem Nair Partner pnair@merpsystems.com 2201 Cooperative Way, Suite 600 Herndon, VA 20171 Ph: (703) 501-3443 Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 ii Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. TABLE OF CONTENTS Letter of Transmittal .................................................................................................................................... i 1.0 Executive Summary ......................................... ................................................................................... 1 2.0 Company Background .......................................................................................... .............................. 2 2.1 Experience and Organizational Capacity ...................................................................................... 2 2.1.1 Proposer Detail .......................................................................................................... 2 2.1.2 Description of the Proposer's organization ........................................ ........................ 2 2.1.3 Proposers Jurisdiction ............................................................................................... 5 2.1.4 Description of Proposed Solution .............................................................................. 5 2.2 Past Performance ....................................................................................... .................................. 9 3.0 Technical Specifications and Functional Requirements .............................................................. 12 3.1 Document Management System Compatibility ........................................................................... 13 3.2 Laserfiche Data Conversion and Compatibility ................................................. .......................... 14 3.3 Advanced Security Features ....................................................................................................... 14 3.4 Enhanced Court Calendar Case Management and Integration.................................................. 15 3.5 Comprehensive Case Statistics, Tracking, and Fiscal Reporting ...................................... ......... 15 3.6 Advanced Public Records Request Management ...................................................................... 16 3.7 Comprehensive Secured Data Storage Solutions ...................................................................... 16 3.8 Dedicated Technical Support ............................................................................................ .......... 16 3.9 Enhanced Mobile/Remote Access Capabilities .......................................................................... 16 3.10 Advanced Customization Features ....................... ...................................................................... 16 3.11 Comprehensive System Integration and Staff Training .............................................................. 17 3.12 Transparent Licensing Structure and Associated Costs ............................................................. 17 3.13 Ensuring Hardware and Software Compatibility ...................... ................................................... 17 4.0 Implementation, Project Management, Training, and Ongoing Support .................................... 18 4.1 A narrative discussion of the conceptual plan, strategies, and methodologies of the proposed system and/or software. ........................................................................................................ ...... 18 4.1.1 A narrative discussion of services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. ........ 19 4.2 A narrative description of an implementation plan upon award of contract, and a plan for project management through handover of the system and/or software. ................................................ 20 4.2.1 Timeline ..................................................... .............................................................. 21 4.2.2 Implementation Phase ............................................................................................. 21 4.3 Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. .............................................................................. ....................... 22 4.4 Describe the steps that will be undertaken to identify and resolve any issues or problems before, during, and after the implementation. ................................ ............................................. 24 4.5 Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer if awarded the contract. The experience narratives should include the relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. ....................................... 25 4.5.1 Resumes .................... .............................................................................................. 25 4.5.2 Support Service ............................................................................... ........................ 30 4.6 Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 iii Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. ................................................................................ 32 4.7 Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. ................................................................................. 34 4.7.1 Train the Trainer .......................................................... ............................................ 34 5.0 System Reporting, Data Migration, and Integration ...................................................................... 36 6.0 Cost Proposal .................................................................................................................................... 39 7.0 Conclusion....................................... .................................................................................................. 40 TABLE OF FIGURES Figure 1:Organization Structure .............................................. .......................................................................................................... 3 Figure 2: Power Platform Components ...................................................... ..................................................................................... 12 Figure 3: Power Platform API Capabilities .................................................................... .................................................................. 12 Figure 4: Dynamics 365 Report ................................................................................................... ................................................... 38 TABLE OF TABLES Table 1: Services Provided to Our Customers ................................................................................... ............................................... 5 Table 2: MERP Contract History ...................................................................................................................... ................................. 6 Table 3: Service Level Agreements ................................................................................................................................. ............... 31 Table 4: Implementation Cost ....................................................................................................................................................... .. 39 Table 5: Production Support & Maintenance Cost .......................................................................................................................... 39 Table 6: Hourly rate for different roles ............................................................................................................................................ 39 Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 1 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 1.0 Executive Summary MERP is a leading provider of comprehensive case management solutions, with a strong track record of delivering robust, scalable, and user-centered systems across various sectors, including public administration and legal services. Our team brings together a wealth of experience, technical expertise, and a deep commitment to supporting our clients through every phase of system implementation and beyond. Qualifications and Experience Our qualifications stem from years of dedicated service in the field of case management, marked by successful collaborations with numerous public sector entities. Our team comprises seasoned professionals, including system architects, developers, project managers, and support specialists, all of whom are well-versed in the latest technologies and best practices in the industry. Our expertise extends to the Microsoft ecosystem, where we have excelled in deploying solutions built on Dynamics 365, Power BI, Azure, and SharePoint, tailored to meet the intricate needs of our clients. Commitment to Service At MERP, our commitment goes beyond merely providing software solutions. We are dedicated to forming lasting partnerships with our clients, ensuring that we understand and address their evolving needs. This commitment is reflected in our comprehensive support and training programs, designed to empower users and maximize the utility of our systems. We prioritize security, data integrity, and user satisfaction in every project we undertake, ensuring that our solutions not only meet but exceed our clients' expectations. Understanding of the County's Objectives and Requirements We have taken the time to understand the County's objectives and minimum requirements for a new case management system. The County seeks a solution that offers robust reporting capabilities, seamless integration with existing systems, and a high degree of security and data protection. Additionally, the need for a system that supports efficient data migration and offers a user-friendly interface has been noted. Proposed Solution Overview In response to the County's needs, MERP proposes a comprehensive case management solution built on the Microsoft ecosystem. Our solution is designed to offer: Advanced Reporting: With integrated Power BI, our system provides both standard and ad hoc reporting capabilities, ensuring that the County has access to real-time data and insights. Seamless Integration: Our system is designed to integrate seamlessly with the County's existing infrastructure, including compatibility with Laserfiche, Microsoft Office Suite, and other critical applications. Enhanced Security: Leveraging Azure's robust security features, we ensure that all data within the system is protected through advanced encryption, role-based access controls, and continuous monitoring. User-Friendly Interface: Our solution boasts a graphical user interface that is intuitive and customizable, catering to the diverse needs of the County's users. Efficient Data Migration: We provide a detailed plan for migrating legacy data into the new system, ensuring data integrity and continuity. In summary, MERP is fully equipped and committed to delivering a case management solution that aligns with the County's strategic objectives, operational requirements, and future growth plans. Our proposal reflects a deep understanding of the County's needs and our dedication to providing a solution that enhances efficiency, security, and user satisfaction. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 2 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 2.0 Company Background 2.1 Experience and Organizational Capacity 2.1.1 Proposer Detail MERP is a leading provider of advanced case management systems and technology services. We are committed to leveraging our expertise and innovative technologies to deliver exceptional value and transformative outcomes for our clients. Please find the detail about the company below: Company and Contact Information Company Name and Address MERP Systems, Inc. 2201 Cooperative Way, Suite 600, Herndon, VA 20171 Phone: +1(703) 5013443 Web: www.merpsystems.com Primary Point of Contact Prem Nair, Partner Phone: +1(703) 5013443 pnair@merpsystems.com Company jurisdiction MERP is a corporation organized under the laws of Virginia on May 17, 2010. Number of Staff 104 MERP UEI, Cage Code & DUNS Number CJCKJLNQKLM1 6HL53 969054720 Business Size / Classification 8(a) Small Business, WOSB, WBE, MBE, EDWOSB Under $15M Size Standard 2.1.2 Description of the Proposer's organization Founded in 2010, MERP is a Woman Owned Small Business (WOSB) with an “8(a) certification”, Microsoft Gold Partner, Adobe Partner, Amazon Web Services (AWS) Solutions Partner, and is appraised at Capability Maturity Model Integration (CMMI) Level III for IT Services. We follow proven industry standards and best practices, such as the Project Management Institute Body of Knowledge® (PMI/PMBOK) processes to support proactive project planning, task execution, and monitoring and control, as well as core tenets from Agile/SCRUM, DevOps, Lean Six Sigma (LSS), Knowledge Management Framework (KM), and Information Technology Infrastructure Library v3 (ITIL) standards to support the end-to-end systems lifecycle requirements of our customers. Additionally, we follow Agile development methodologies (Scrum, Kanban, scrumban, etc.) to create innovative solutions, utilizing Microsoft (MS) PowerApps, Power Automate, Power Portal, the Knowledge Management Framework (KMF), and emerging technologies. Our team is composed of highly skilled IT professionals who hold a diverse set of certifications, such as Project Management Professional (PMP), Agile Certified Scrum Master, Lean Six Sigma, Microsoft Certified Professional, Microsoft Certified Solutions Developer, Microsoft Certified Solutions Associate, Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 3 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. and various other esteemed professional and technical credentials. These certifications, including Project Management Professional, ITIL, Agile, LSS, MCP, MCSD, MCSA, and others, are backed by their demonstrated success in providing support to customers in both state and federal government sectors. MERP operates an established Center of Excellence dedicated to the development of Microsoft .NET, Power Platform, Dynamics 365, Dataverse and SharePoint-based applications. MERP provides business technology solutions and implementation support to help our clients achieve their business and IT goals. With 13+ years of experience serving associations across the United States, MERP is well-versed in delivering comprehensive Microsoft Power Platform and Dynamics365 software implementations on an enterprise scale. Our proficiency extends across key facets such as Request Submission, Request Tracking and Management, Document Repository, Communication and Notifications, User Authentication and Access Control, Compliance and Reporting, Integration with Other Systems, User Training and Support, Auditability and Accountability, Scalability and Flexibility, Mobile Accessibility, Performance and Reliability, System Configuration, System Security Documentation, Data Migration, Integration, System Installation, Project Management, Maintenance, Customer Service, Security. Our commitment extends to supporting a diverse clientele, including Commercial, State, Local, and Federal government agencies. We are dedicated to offering innovative services and workforce solutions that enhance operational efficiency, reduce expenditure, and drive increased sales for our clients. Our approach to delivering high-quality products and services within deadlines and budgets is guided by three principles. People-centric: We work for our customer and ultimately the people of the United States. Results-driven: We measure results by our accomplishments, not by our promises. Forward-looking: We seek out opportunities for delivering the best services with available resources, continually challenging ourselves to do things smarter and more effectively. Please find below the MERP organization chart along with the detail about of management: Figure 1:Organization Structure Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 4 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Nivita Ganesan CEO Nivita Ganesan is the President of MERP Systems, Inc. Nivita is responsible for strategy, technical direction, and operational oversight of MERP. She founded the organization with a desire to create an impactful organization that leveraged the strengths of advanced computing. Nivita couples the strengths of an adept technocrat and her superior business skills in leading this transformational organization. She oversees the Microsoft Dynamics CRM, CRM portal, and SharePoint Center of Excellence (CoE) at MERP. Prior to founding MERP, Nivita worked with PwC, Sprint Nextel, and COUNTY of Alexandria. Nivita holds a BS degree in Engineering from Madras University, India and is collaborating with technical teams, resulting in robust responses to technical proposals, to meet client needs effectively. Prem Nair Partner/ CIO/COO Prem Nair is the co-founder and Partner of MERP Systems, Inc. Prem is responsible for the market development and new customer acquisition activities for MERP. Prem has more than seventeen (17) years of experience serving various federal agencies such as NIH, DOL, Treasury, USGS, FWS, Commerce, NRC, DOD, and GSA. He works with industry leaders to create process improvement strategies for Federal agencies. Prior to MERP, Prem led the federal division team for HCL America. Working for Time Warner Cable, Prem managed the CallerID on TV product. He has three (3) master’s degrees to his credit including an MBA from University of Maryland and is successfully spearheading the development, communication, and implementation of growth strategies. Sree Nair VP, Operations Sree Nair is the Vice President, Operations for MERP Systems. Sree brings exceptional operations and administrative management skills to the organization. At MERP, he is responsible for management of project engagements, proposal management, and turn-key solution deliveries. Prior to joining MERP, he worked at the Environmental Protection Agency as a Project Manager managing a pesticide registration data collections and application processing effort with a staff of more than 25 analysts. He is responsible for creating new program management standards, policy framework, and process efficiencies for project delivery. Sree has a PhD degree in Marine Biology and spent his early years researching the biota of various oceans including the Atlantic and the Indian Ocean. He has numerous scientific publications to his credit. Naren Chute CTO With over two decades of experience in software development and architecture, Mr. Chute serves as the Scrum Master for the State of Maryland Treasurer’s office, overseeing network topology. Specializing in SharePoint and Dynamics CRM development, he is well-versed in ASP.Net, VB.Net, and C#, with expertise in ColdFusion and Java Script, WCF (SOAP / REST). Recognized for Outstanding Contribution in 2012 by DHS OCIO, ESDO, Mr. Chute is adept at supporting SharePoint versions (2010-2016) and various technologies for Federal Government agencies such as USCIS, USDA, DHS, VA, and DOT. His proficiency extends to systems analysis, design, and implementation, Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 5 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. covering diverse business domains like Procurement and CRM. Mr. Chute excels in architecting complex SharePoint applications, including integrated solutions for organizations like the US Conference of Catholic Bishops. Biju Sreedharan VP, Technical Delivery A results-driven leader with over 20 years of experience in the education, healthcare, and software industries. Expert in building and leading high-performing teams to deliver complex projects on time and within budget. Adept at managing large-scale programs, developing innovative solutions, and implementing effective processes to drive efficiency and improve performance. 2.1.3 Proposers Jurisdiction MERP is a corporation organized under the laws of Virginia. Our organization was founded on May 17, 2010. Since our inception, we have provided innovative case management solutions and technology services, with a strong commitment to excellence and client satisfaction. Over the years, MERP has grown and expanded its expertise, continuously adapting to the evolving needs of our clients and the technological landscape to deliver cutting-edge solutions across various sectors. 2.1.4 Description of Proposed Solution MERP brings a wealth of experience in implementing, installing, and supporting comprehensive case management solutions, particularly within the public sector. Our track record includes successful deployments for governmental entities that mirror the County's size and complexity, underscoring our capability to address unique challenges and requirements that such institutions face. 2.1.4.1 Depth of Experience MERP has extensive experience providing Case Management System services like the County’s current requirement and we have a proven track record of successfully delivering complex applications using, PowerApps, Power Automate, Power BI, Azure DevOps, Dataverse, Dynamics 365and Customer Service Hub. The table below lists some of our recent projects to whom we have provided similar services. Customer Services Provided Period of Performance Department of Commerce, FirstNet Power Platform, Dynamics 365 09/20/2020 – Present Small Business Administration (SBA) Microsoft Power Platform 09/21/2021 – Present Federal Mediation and Conciliation Service Microsoft Power Platform 12/2017 – Present Jefferson COUNTY Dynamics 365 CRM 04/2020 – 02/2021 Table 1: Services Provided to Our Customers The Scope of this project aligns with MERP’s contract history. Below Chart provides a collective overview of our skills and experience that extend our breadth and depth for this requirement. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 6 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. MERP Experience Scope/ Objective US Department of Human and Health Services SBA Federal Motor Carrier Safety Administration US Department of Commerce Case Management Solution     System Configuration     System Security Documentation     Data Migration     Integration     System Installation     Project Management     Maintenance     Customer Service     Security     Table 2: MERP Contract History With our extensive experience in supporting large and complex software development implementations, MERP possesses unique strengths in all aspects of application development, including planning, designing, development, and deployment. We have successfully created seven accelerator solutions using the Microsoft Power Platform that have been adopted by Microsoft and made available to MS customers on the AppSource website. These solutions include a streamlined registration management system accelerator (PeSTREG), Investigative Case Management system, Freedom of Information Act (FOIA) Case Management Solution, mDocket Accelerator (for content authoring, review, and publishing), Grant Management System (mGrants), National Environmental Policy Act (NEPA) Compliance and Governance System, Inmate Needs Assessment system, and Investigative Case Management solution. At MERP, we utilize a systematic staffing model to optimize our staffing levels and reduce costs, while also enhancing employee productivity and job satisfaction. Our staffing model considers various factors such as our strategic goals, current workforce, and budget, among others, to attract, retain, and develop talent. This approach enables us to maintain control over the work culture and ethical standards throughout the organization. Overall, MERP positions itself as an unparalleled partner for enterprises seeking transformative business applications, demonstrating proficiency in sculpting, and deploying powerful MS Dynamics 365 and Power Platform solutions through its exemplary projects. Over the years, MERP has successfully implemented numerous case management systems across a variety of governmental entities, ranging from local municipalities to state-level departments. These projects have not only varied in scope and scale but have also required a deep understanding of the nuanced workflows, regulatory environments, and operational needs specific to public sector organizations. • Governmental Entity Implementations: Our portfolio includes collaborations with entities involved in justice administration, social services, and regulatory compliance, among others. For each of these projects, we have tailored our solutions to meet the specific data management, workflow automation, and reporting needs of the entity, ensuring compliance with statutory requirements and operational efficiency. • Customization and Integration: Our experience emphasizes the customization of the Microsoft Dynamics 365 platform, integrating it with existing systems and third-party applications Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 7 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. commonly used within governmental frameworks. This ensures a seamless workflow and maximizes the utility of existing technological investments. 2.1.4.2 Outline of Services Provided Our comprehensive service offering for the County encompasses every aspect of the solution lifecycle, from initial planning and implementation to ongoing support and optimization: System Design and Customization: Our team engages in a collaborative process with County stakeholders to thoroughly understand and map out the specific operational workflows, regulatory landscapes, and user requirements. This foundational phase involves: • Detailed requirement gathering sessions and workflow analysis to ensure every nuance of the County's operations is captured. • Customization of Dynamics 365 to enhance its native functionalities, ensuring it aligns perfectly with the County's processes. This includes adapting case management workflows, integrating document management capabilities with SharePoint, and tailoring user interfaces for optimal usability. • Development of bespoke features and modules to address unique County needs, leveraging the Microsoft Power Platform to create tailored applications and automation that enhance system functionality. Data Migration Services: Recognizing the critical importance of the County's historical data, our data migration services are designed to ensure a seamless transition with a zero-data-loss guarantee. Our comprehensive process includes: • Pre-migration data assessment to identify and categorize all data sets for migration, ensuring a complete understanding of the data landscape. • Implementation of data cleansing and enrichment protocols to improve data quality, remove redundancies, and ensure consistency across migrated data. • Employing advanced ETL (Extract, Transform, Load) tools and custom scripts to migrate data securely to the new system, followed by rigorous post-migration audits to ensure data integrity and accuracy. Training and User Adoption: Our training programs are meticulously developed to cater to the diverse roles within the County, ensuring that each user is equipped with the knowledge and skills needed to effectively utilize the new system. This includes: • Role-based training modules that address the specific needs of different user groups, from administrative staff to executive leadership. • Comprehensive change management support to facilitate a smooth transition to the new system, addressing common concerns and resistance to change through targeted communication and engagement strategies. • Continuous learning opportunities through our online learning portal, offering access to a wide range of resources, from tutorial videos to interactive learning modules. Technical Support and Maintenance: Our support framework is built on the principles of accessibility, responsiveness, and proactivity. We offer: • A dedicated helpdesk staffed by experienced technicians who are well-versed in the specifics of the County's implementation, providing timely and effective resolutions to any issues that may arise. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 8 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. • Regular system maintenance schedules that include system health checks, performance optimizations, and security updates to ensure the system operates at peak efficiency. • Proactive system monitoring to identify and address potential issues before they impact system performance, ensuring uninterrupted service for the County. Continuous Improvement and Updates: To ensure that the case management system remains aligned with the County's evolving needs, we implement a structured approach to continuous improvement, which includes: • Regular system review sessions with County stakeholders to gather feedback, assess system performance, and identify areas for enhancement. • Bi-annual major updates and more frequent minor updates to introduce new features, incorporate the latest technological advancements, and address any emerging needs of the County. • Strategic consulting services to provide ongoing guidance on leveraging technology to improve operations, enhance service delivery, and achieve strategic objectives. MERP is committed to delivering a comprehensive service offering that ensures the successful implementation, adoption, and long-term success of the case management solution for the County. Our detailed approach to system design, data migration, training, support, and continuous improvement is designed to provide the County with a reliable, efficient, and adaptable case management system that meets both current and future needs. 2.1.4.3 Focus on Governmental Entities Our approach is particularly well-suited to governmental entities like the County, where data security, regulatory compliance, and operational efficiency are paramount. We understand the unique challenges faced by the public sector, from the need for transparent and accountable operations to the management of sensitive constituent data. Our experience with similar entities has honed our ability to deliver solutions that not only meet these challenges but also drive improvements in service delivery and organizational efficiency. In summary, MERP's depth of experience, coupled with our comprehensive service offering, positions us as the ideal partner for the County. Our proven track record in the public sector, combined with our expertise in the Microsoft ecosystem, ensures that we can deliver a case management solution that is robust, compliant, and tailored to the County's specific needs. 2.1.4.4 Business Relationship MERP takes pride in our strategic and enduring partnerships with leading technology manufacturers, particularly within the Microsoft ecosystem. Our proposed solution for the County's case management system is deeply rooted in Microsoft technologies, including Dynamics 365, Power BI, Azure, and SharePoint. Our relationship with Microsoft as a Gold Partner reflects a longstanding and collaborative partnership, characterized by mutual innovation, shared best practices, and a commitment to delivering high-quality solutions. Relationship with Microsoft • Duration and Nature: Our business relationship with Microsoft spans over a decade, marked by a continuous exchange of knowledge, access to cutting-edge technologies, and collaborative problem-solving to meet our clients' needs. • Joint Initiatives: We have engaged in numerous joint initiatives with Microsoft, from codeveloping solutions to participating in early adopter programs, ensuring that we remain at the forefront of technological advancements. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 9 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Technical Personnel and Certification • Certified Local Technicians and Personnel: We boast a team of over 104 certified technical personnel who hold various Microsoft certifications, including Dynamics 365, Azure Solutions Architect, and Microsoft 365 Certified: Enterprise Administrator Expert, among others. This skilled team substantially enhances our capability to deliver the proposed scope of work effectively and efficiently. • Continuous Training and Certification: Our technical team undergoes regular training and certification processes to stay updated on the latest Microsoft technologies and best practices, ensuring our ability to support the proposed solution comprehensively. Solution Longevity and Upgrade Policy • Market Presence: The core components of our proposed solution have been in the marketplace for several years. Dynamics 365, for instance, has been a leading enterprise resource planning (ERP) and customer relationship management (CRM) solution for over a decade, continually evolving to meet the dynamic needs of organizations worldwide. • Upgrade and Innovation Cycle: Microsoft's release rolls out of major upgrades and enhancements to the products bi-annually, with minor updates and security patches released more frequently. This ensures that the County's case management system remains current, secure, and equipped with the latest functionalities. Our proposal is backed by a robust foundation of industry-leading technologies, a team of highly skilled professionals, and a proactive approach to system updates and innovation. With MERP, the County is assured not only of a cutting-edge case management solution but also of a partner committed to long-term success and continuous improvement. 2.2 Past Performance At MERP Systems, Inc., we have a rich history spanning over a decade of delivering specialized services and supplies to clients across various sectors. Our expertise is anchored in our past projects, where we've successfully implemented comprehensive solutions tailored to the unique requirements of each client. Whether modernizing legacy systems, introducing paperless environments, or providing robust data analytics, our track record stands testament to our commitment to excellence and our ability to meet and exceed client expectations. Please find below some of our eminent client for whom we are providing similar solutions: Project Title: 385.17 Carrier Upgrade Case Management System Customer Name: Federal Motor Carrier Safety Administration Period of Performance: 09/21/2021 – 09/29/2024 Contract Number: 693JJ421F000066 (CPARS available) Dollar Value: $4,645,803.00 Contractor’s Role: Prime Point of Contact: Lorraine Ehret 303-947-9648 lorraine.ehret@dot.gov Project Description: FMCSA is empowered to evaluate motor carriers’ compliance with the safety fitness standard and to apply a safety rating based on that compliance. If a carrier wishes to upgrade their safety rating, they must show under 49 CFR Section 385.17 that they have taken corrective actions to fix any deficiencies previously found. MERP was contracted to design and build a Case Management System to assist FMCSA in tracking and managing the business processes around those requests. As part of the project, we are implementing a case management system for processing 385.17 Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 10 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. carrier upgrade requests using Microsoft Power Platform. Every request is reviewed by multiple FMCSA reviewers and ends with e-signature approval or denial document signed and sent to Carrier. The signature part will be achieved through DocuSign API call from the CRM platform. MERP has implemented our Agile Scrum methodology to deliver this project, using two-week sprints. Project Title: eFMS Modernization Customer Name: Centers for Disease Control and Prevention Period of Performance: 01/01/2022 – 10/28/2024 Contract Number: 75D30122C13053 Dollar Value: $4,830,715.12 Contractor’s Role: Prime Point of Contact: Ray Buckner 404-307-2849 bpk2@cdc.gov Project Description: MERP is supporting CDC Division of Scientific Education and Professional Development (DSEPD) to develop an Electronic Fellowship Management System (eFMS) using Microsoft Power Platform, and incorporating SharePoint Online, and Teams. The eFMS solution, streamlines the fellowship process from program initiation through fellowship awards management. It facilitates program creation, announcement, application process, fellowship application review & selection, awards, alumni programs, dashboards, reporting, and program monitoring and closeout through alumni transition. This in essence is an end-to-end life cycle management of a Fellowship Management System. A cloud-based portal eases the fellowship applicant’s interaction with the host agency. With automated application status updates and task lists at every stage of the process, users will have more time to evaluate submissions and shortlist the most deserving applicant(s) through an assignment and review system. MERP is delivering this project using our Agile Scrum methodology, with 3-week sprints. Project Title: CCMS 3 Development and Implementation Customer Name: Federal Mediation and Conciliation Service Period of Performance: 09/22/2017 – 12/30/2023 Contract Number: GS35F409CA FMCS2017TO0001, 93310020P0019, 93310021P0001, 93310022P0005, 93310023P0002 Dollar Value: $1,292,810.13 Contractor’s Role: Prime Point of Contact: Doug Jones, CIO 250 E St SW, Washington, DC 20427 202-606-5483 djones@fmcs.gov Project Description: Case and Contact Management System (CCMS 3), is a case management system built on the Microsoft CRM Dynamics platform for the Federal Mediation and Conciliation Services (FMCS), a U.S. government agency that provides mediation services between labor unions and employers through approximately 200 system users. The system supports the full lifecycle of FMCS case processing, including: system entry as an F7 Notice form from the public initiating a mediation case between an employer and a union; processing Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 11 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. of the F7 Notice into a Case that is routed to the field; and case management and workflow of the Case in the field to completion. The system also provides the entry of ADR Referrals that are processed and sent to the field to be worked as a Case in the same case management workflow. MERP Team helped the agency with project management of the entire transformation effort. This includes management and oversight of the project including communications and daily management of development tasks. MERP team member acts as a SMEs and Sign-off authority on deliverables. MERP team member creates and manages project schedule and sprint backlog planning. Project manager is responsible for daily scrum meetings, weekly meeting, status reports, financial burn-rate, resource allocation, and milestone planning. MERP team institutionalized a 3-week Sprint plan to create the MVP and subsequently has been managing this effort with a backlog and established Sprint schedule. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 12 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 3.0 Technical Specifications and Functional Requirements The County’s Electronic Case Management System will be developed using D365 Customer Service and Microsoft Power Platform, serving as a comprehensive and highly customizable solution meticulously designed to effectively manage and optimize the operations of the Case Management System for County. The extensive suite of tools in Microsoft Power Platform empowers us to create tailor-made business applications, automate crucial processes, and derive valuable insights from data. By leveraging the Power Apps, Power Automate, and Power BI components, the system will offer intuitive user interfaces, effective search functionality, and streamlined maintenance processes to efficiently manage the Case Management System. Figure 2: Power Platform Components Microsoft Power Platform encourages users to create user-friendly apps, automate tasks, visualize data, and build chatbots in a low-code or no-code environment. It simplifies app development, workflow automation, data analysis, and chatbot building processes. Dataverse is an integral part of Microsoft Power Platform. It serves as a cloud-based database that enables the storage and management of data within Power Apps, Power Automate, and Power BI. Dataverse offers a secure and scalable environment to organize and store essential Case management related data. The custom Power Apps interface seamlessly integrates with Dataverse, enabling users to efficiently input, view, and manage data. Dataverse ensures data consistency, integrity, and security by enforcing data validation rules and user permissions, providing a robust foundation for the system's operations. Figure 3: Power Platform API Capabilities Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 13 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. At MERP, we are dedicated to providing the County with a comprehensive and seamlessly integrated case management solution, crafted within the Microsoft ecosystem to address the intricate demands of document management, data integrity, security, and much more. Our approach is tailored to ensure not only compatibility with essential software like Laserfiche, Microsoft Windows, Office Suite, and Adobe Acrobat but also to facilitate a smooth transition and interoperability with existing systems. We employ a meticulous strategy for data migration from Laserfiche, ensuring no data loss while maintaining organizational structure and accessibility. Our security architecture is robust, utilizing Azure Active Directory for advanced authentication and Azure's encryption capabilities to protect sensitive information. We've designed our solution to provide granular access control and comprehensive audit trails, ensuring data integrity and compliance with the highest standards of data protection. Integration with Microsoft's productivity tools is seamless, enhancing the efficiency of calendar management and collaboration within the legal teams. Our solution offers advanced synchronization with Outlook, customizable alerts via Power Automate, and AI-driven analytics within Dynamics 365 for insightful supervision and management of case workflows. We understand the importance of detailed case analytics and reporting for strategic planning and operational efficiency. Our solution leverages Power BI for in-depth case analytics and Azure Machine Learning for predictive insights, aiding in resource allocation and case management. Public records request management is streamlined through a centralized portal built on Dynamics 365, ensuring compliance and efficiency. Our workflow automation and document handling processes are designed to enhance public service and operational efficiency. Our data storage solutions are flexible and secure, offering both Azure Cloud Storage for scalability and SharePoint Server for on-premises needs. We ensure transparency in costing and provide detailed contractual agreements for third-party services to ensure security and compliance. Dedicated technical support is a cornerstone of our offering, with expert teams available during County business hours and various support channels ensuring timely resolution of issues. Our solution is optimized for mobile and remote access, enabling secure and efficient work from any location. Customization is at the heart of our solution, allowing users to tailor their experience to their specific needs, enhancing productivity and user satisfaction. We provide comprehensive system integration and staff training to ensure seamless adoption and maximum utility of the system. Our transparent licensing structure and detailed cost breakdown ensure predictability and alignment with the County's budgetary needs. We guarantee hardware and software compatibility, ensuring our system operates efficiently within the County's IT environment, leveraging the latest technological advancements for enhanced security and productivity. The detailed overview below underscores our commitment to delivering a state-of-the-art case management solution that meets the County's current needs while being scalable for future requirements, ensuring a long-term partnership in enhancing operational efficiency and service delivery. 3.1 Document Management System Compatibility Our solution is intricately designed within the Microsoft ecosystem to ensure comprehensive compatibility and integration, facilitating a robust and seamless document management experience. • Laserfiche Integration: Leveraging the versatility of the Power Platform, we plan to use its extensive range of connectors and develop custom APIs tailored to integrate smoothly with Laserfiche. This integration enables direct document access, efficient storage management, and streamlined document workflows within our case management system, ensuring that users can manage their documents without leaving the platform. • Seamless Microsoft Ecosystem Integration: Our foundation in Dynamics 365 and the Power Platform ensures native integration with core Microsoft productivity tools. This includes: Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 14 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. o Exchange/Outlook: For comprehensive email management, ensuring that all case-related communications are easily accessible within the case context. o Microsoft Word: For direct editing and management of document content, facilitating the creation of legal documents, contracts, and memos within the case management environment. o Microsoft Teams: For enhanced collaboration, allowing team members to discuss cases, share documents, and manage tasks within a unified platform. o Windows Compatibility: Ensuring our solution is fully functional and optimized for both Windows 10 and 11, providing a seamless user experience across all County devices. • Adobe Acrobat Integration: Recognizing the critical role of PDF documents in legal and administrative processes, our system will feature deep integration with Adobe Acrobat Reader and Pro. This ensures users can effortlessly view, edit, annotate, and manage PDF files within the case management workflow, streamlining document handling tasks. 3.2 Laserfiche Data Conversion and Compatibility Understanding the importance of data integrity and the need for a seamless transition, our approach encompasses a comprehensive strategy for data migration and maintaining interoperability with Laserfiche. • Robust Data Migration Strategy: Utilizing Azure's secure and scalable migration services, we are committed to a meticulous process that ensures the safe and efficient transfer of existing data from Laserfiche to Dynamics 365. This process involves: o Detailed Field Mapping: To ensure that each piece of data is accurately transferred to its corresponding location in the new system. o Data Integrity Checks: To verify the accuracy and completeness of the data post-migration, ensuring no information is lost or corrupted. o Metadata Translation: To maintain the organizational structure, categorization, and accessibility of documents, preserving the context and relationships within the migrated data. • Interoperability and Accessibility with Laserfiche: In scenarios where our case management system operates alongside Laserfiche, SharePoint will serve as a robust document management bridge. This setup, augmented by Azure functions, facilitates real-time data and document exchange between Laserfiche and our case management system. This ensures continued accessibility and manageability of Laserfiche-stored documents within our Dynamics 365-based system, providing a cohesive and integrated user experience without altering existing data structures or workflows. 3.3 Advanced Security Features Our multi-layered security framework is designed to safeguard sensitive information comprehensively: • Azure Active Directory (Azure AD): Implements sophisticated authentication mechanisms, including biometric scans and hardware tokens, complementing the standard multi-factor authentication (MFA). Conditional access policies are dynamically adjusted based on user behavior, location, and device compliance status. • Data Encryption: Utilizes Azure's state-of-the-art encryption, including AES-256 for data at rest, with customer-managed keys in Azure Key Vault for enhanced control. In transit, we employ TLS 1.3 with Perfect Forward Secrecy, ensuring robust encryption of data exchanges. • Role-Based Access Control (RBAC) in Dynamics 365: Implements granular access controls, allowing for detailed specification of user permissions at the field level. Access is regularly Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 15 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. reviewed and adjusted through automated audits, ensuring users have only the necessary data access. • Audit Logs and Data Loss Prevention (DLP): Azure Monitor aggregates log data across services, providing a unified audit trail. DLP policies are enhanced with machine learning to identify and block atypical data-sharing patterns, significantly reducing the risk of data breaches. 3.4 Enhanced Court Calendar Case Management and Integration Our comprehensive calendar management system, specifically designed to integrate with the Hawaiʻi State Judiciary Court calendar, offers enhanced features to ensure efficient case handling and court scheduling: • Dynamics 365 Calendar Integration: Our advanced synchronization capabilities ensure all caserelated dates and deadlines are automatically updated in Outlook calendars. This integration now extends to the Hawaiʻi State Judiciary Court calendar, providing real-time updates on court schedules directly within our system, facilitating seamless coordination and planning. • Automated Alerts and Reminders: Leveraging Power Automate, our workflows are specifically tailored to the unique case types and legal requirements of the Hawaiʻi judiciary. This feature provides customizable alerts and reminders, along with escalation paths for missed deadlines, ensuring critical case milestones are met. • Supervisory Dashboards: Our system employs AI-driven analytics within Dynamics 365 to surface key performance indicators, risk factors, and productivity metrics. These dashboards offer supervisors a proactive tool for comprehensive case management oversight, enabling them to monitor team performance and case progress effectively. • Microsoft Teams Integration: We integrate a secure, case-specific collaboration space within Microsoft Teams. This integration facilitates direct access to case files, automated documentation of meeting minutes, and tracking of action items, enhancing communication and collaboration across case teams. Together, these features create a robust and dynamic case management environment that supports the specific needs of the Hawaiʻi State Judiciary, ensuring that case handling is streamlined, responsive, and aligned with judicial schedules and requirements. 3.5 Comprehensive Case Statistics, Tracking, and Fiscal Reporting Our in-depth reporting system includes: • Dynamic Case Analytics: Power BI dashboards are designed with drill-down capabilities, offering insights into case durations and outcomes by various demographics, case types, and legal areas. Predictive analytics provide foresight into caseloads and resource requirements. • Detailed Work/Case Summaries: Dynamics 365 automates the generation of comprehensive case reports, including interactive timelines, participant interactions, and financial expenditures, all exportable to various formats for different stakeholder needs. • Financial Management and Reporting: Integrates advanced financial modeling tools within Dynamics 365 to provide detailed forecasts, budget versus actual analyses, and granular cost tracking by case or department. • Predictive Analytics: Azure Machine Learning models are trained on historical case data, offering predictions on case durations, potential outcomes, and resource needs, aiding in strategic planning and operational adjustments. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 16 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 3.6 Advanced Public Records Request Management Our sophisticated public records management feature set includes: • Centralized Request Portal: Built atop Dynamics 365, the portal offers a guided submission process, utilizing natural language processing to assist in accurately categorizing and routing requests, enhancing user experience and operational efficiency. • Workflow Automation: Beyond standard automation, Power Automate integrates AI to assess request complexity, automatically prioritizing and routing requests based on content analysis, historical response times, and current workload. • Document Handling: SharePoint's advanced document management is complemented by AIdriven search and categorization features, significantly reducing the time required for document retrieval and redaction and ensuring compliance with public records laws. 3.7 Comprehensive Secured Data Storage Solutions Our data storage solution offers unparalleled flexibility and security: • Azure Cloud Storage: Beyond standard blob and file storage, we offer geo-replicated storage options with instant failover to ensure continuous access. Advanced data lifecycle management policies automatically archive or delete outdated data in compliance with legal requirements. • On-Premises Storage Option: SharePoint Server is enhanced with local encryption and distributed file system support for high availability. Integration with Dynamics 365 is achieved through secure, encrypted data connectors, ensuring a seamless user experience. • Transparent Costing and Contractual Agreements: We provide an itemized cost breakdown for all storage options, including potential future scaling. Draft contracts with third-party services detail SLAs, compliance adherence, and data sovereignty assurances, ready for the County's legal review. 3.8 Dedicated Technical Support Our technical support strategy is built on responsiveness and expertise: • Expert Support Team: Staffed with certified Dynamics 365 and SharePoint experts, our support team is equipped with advanced diagnostic tools and has direct access to Microsoft's engineering teams for escalated issues, ensuring swift resolution times. • Multifaceted Support Channels: In addition to standard channels, we offer a secure, AI-assisted chatbot within the online portal for instant resolutions to common issues, and a scheduled callback service for more complex problems, ensuring support is always accessible and effective. 3.9 Enhanced Mobile/Remote Access Capabilities Our mobile access solutions are designed for security and ease of use: • Azure Active Directory (AD) Integration: Features device management and compliance checks, ensuring that only secure, compliant devices can access the case management system. Seamless single sign-on (SSO) enhances user convenience without compromising security. • Mobile Optimization: Dynamics 365 and SharePoint Online offer native mobile applications with offline capabilities, ensuring that users can access and interact with case information even in areas of limited connectivity, with automatic synchronization when reconnected. 3.10 Advanced Customization Features Our customization features empower users to tailor their experience: Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 17 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. • Personalized User Experience: AI-driven suggestions offer users customization options based on their usage patterns and preferences, continually adapting to changing workflows and requirements. • Dynamic Form Creation: The form editor includes conditional logic, dynamic field population, and integration with external data sources, enabling the creation of highly interactive and responsive data entry forms. • Automated Workflow Customization: Power Automate's AI assists in workflow creation, suggesting optimizations and improvements based on analysis of similar workflows across the organization, promoting best practices and efficiency. 3.11 Comprehensive System Integration and Staff Training Our system integration and training approach is holistic and user-focused: • Strategic System Integration: A dedicated team of integration specialists works closely with County IT staff, conducting detailed system and process mapping to ensure seamless integration of the case management system with existing infrastructure, with a phased rollout plan to minimize disruption. • Dedicated Training Programs: Customized training curricula are developed for different roles, incorporating gamification and interactive scenarios to enhance engagement and retention. Posttraining, users have access to an extensive library of on-demand training resources and can participate in regular live Q&A sessions with product experts. • Ongoing Support and Refresher Courses: Our commitment to education includes monthly webinars on new features and best practices, an annual user conference for deep dives into advanced topics, and access to a peer-to-peer knowledge exchange platform. 3.12 Transparent Licensing Structure and Associated Costs Our licensing and cost structure is designed for predictability and alignment with the County's needs: • Scalable Licensing Options: Detailed explanations of each licensing tier's features and capabilities are provided, ensuring the County can make informed decisions based on its specific requirements and budgetary constraints. • Clear Cost Breakdown: A comprehensive cost model includes not only initial licensing and implementation costs but also detailed projections for ongoing costs, including support, maintenance, and anticipated scaling, ensuring long-term budgetary planning is informed and accurate. 3.13 Ensuring Hardware and Software Compatibility We ensure our system's performance is optimized for the County's hardware environment: • Optimized Performance: Rigorous performance testing is conducted on hardware matching the County's specifications to ensure the case management system operates efficiently, with specific optimizations for the unique capabilities of the County's hardware configurations. • Compatibility Assurance: Continuous compatibility testing with Windows 11 and Microsoft Office 365 updates ensures that the case management system leverages the latest features and security enhancements, maintaining seamless integration with the County's productivity tools. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 18 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 4.0 Implementation, Project Management, Training, and Ongoing Support Proposers shall thoroughly describe, in the form of a narrative, its plan and specific tasks demonstrated against a timeline for implementation following contract award along with project management, training, and ongoing support activities. Proposers are required to provide the following information: 4.1 A narrative discussion of the conceptual plan, strategies, and methodologies of the proposed system and/or software. At MERP, our vision for the County's case management system is not just to implement a software solution but to transform how cases are managed, data is secured, and workflows are optimized. Our conceptual plan is meticulously crafted, focusing on seamless integration, robust security, user empowerment, and insightful analytics, all built within the robust Microsoft ecosystem. Integration and Interoperability Strategy • Laserfiche Integration: We aim for deep integration with Laserfiche, utilizing Power Platform's extensive connectors and creating custom APIs to ensure seamless access to historical documents directly within our case management system. This strategy ensures continuity and leverages existing document repositories effectively. • Microsoft Ecosystem Synergy: Our solution is intricately woven with Microsoft's suite, including Dynamics 365 for CRM functionalities, SharePoint for document management, Azure for cloud services, and Office 365 for productivity tools. This ecosystem approach ensures that users have a unified experience, reducing the learning curve and enhancing productivity. • Data Migration Precision: Migrating data from Laserfiche to our system will be handled with utmost care. We will use Azure's migration services for secure transfer, employing strategies like detailed field mapping, thorough data integrity checks, and meticulous metadata translation to maintain the organizational structure and ensure data fidelity. Security Protocol • Advanced Authentication: Utilizing Azure Active Directory, we will implement multi-factor authentication and conditional access based on user roles, locations, and device compliance, ensuring that access is secure and controlled. • Encryption and Data Protection: Data at rest will be encrypted using Azure Storage Service Encryption, and data in transit will be secured via SSL/TLS protocols. This dual-layer encryption ensures that sensitive case information is always protected from unauthorized access. • Granular Access Control: Dynamics 365 will be configured to offer Role-Based Access Control, allowing system administrators to define precise access levels for different users, ensuring that individuals can only access information pertinent to their role. • Proactive Monitoring: Using Azure Monitor, we will set up comprehensive audit logs to track all user activities within the system, paired with Data Loss Prevention policies to prevent unauthorized data sharing, enhancing the security posture and compliance with data protection regulations. User-Centric Design and Agile Implementation • Personalized Dashboards: Our design philosophy centers around personalization. Users will be able to tailor their dashboards and workflow views in Dynamics 365, ensuring that the information most relevant to them is always at the forefront, enhancing decision-making and operational efficiency. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 19 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. • Iterative Development: Adopting an agile development methodology, we plan to roll out the system in phases, allowing for iterative feedback and adjustments. This approach ensures that the system evolves in alignment with the County's changing needs and user feedback. • Empowering Users with Training: A detailed, role-based training program will be developed, including interactive sessions, comprehensive guides, and continuous online support resources. This empowers users to leverage the full capabilities of the system effectively. Advanced Analytics for Strategic Insights • In-depth Case Analytics: Employing Power BI, we will develop dynamic dashboards that provide deep insights into case durations, attorney performance, and workflow efficiencies. These analytics will be instrumental in identifying areas for improvement and training opportunities. • Predictive Intelligence: Leveraging Azure Machine Learning, we plan to introduce predictive analytics to forecast case outcomes, durations, and resource requirements. This forward-looking approach aids in strategic planning and ensures optimal allocation of resources. Our detailed approach to the conceptual plan for the County's case management system underlines our commitment to delivering a solution that is not only technologically advanced but also intuitive, secure, and aligned with the County's operational goals. By partnering with MERP, the County is poised to set a new standard in case management efficiency and effectiveness. 4.1.1 A narrative discussion of services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. At MERP, we pride ourselves on offering a comprehensive suite of services designed to ensure the seamless implementation, operation, and continuous improvement of the case management system for the County. Our services, whether provided directly or through our carefully selected partners, are tailored to meet the unique needs of public sector organizations, with a focus on efficiency, security, and user-centric design. Core Services Provided by MERP • Custom System Development and Integration: Our team specializes in developing custom solutions within the Microsoft ecosystem, ensuring that the case management system is perfectly aligned with the County's specific requirements. We offer deep integration capabilities, enabling seamless interoperability with existing systems such as Laserfiche, Microsoft Office Suite, and Adobe Acrobat, ensuring a unified workflow and user experience. • Data Migration and Integrity Services: Recognizing the critical importance of historical data, we provide expert data migration services from existing systems to the new case management platform. Our approach includes comprehensive data mapping, rigorous integrity checks, and meticulous metadata management to ensure a seamless transition with no loss of data fidelity. • Advanced Security Implementation: Levering Azure's robust security features, we implement multi-layered security protocols, including advanced encryption, role-based access controls, and continuous monitoring to safeguard sensitive case information against unauthorized access and potential cyber threats. • Training and User Adoption Programs: Understanding the importance of user adoption for the success of any new system, we offer extensive training programs tailored to various user roles within the County. Our training encompasses hands-on workshops, detailed documentation, and ongoing support to ensure users are proficient and comfortable with the new system. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 20 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Specialized Services and Expertise Unique to MERP • Predictive Analytics and AI-driven Insights: Levering Azure Machine Learning and Power BI, we offer advanced predictive analytics capabilities, providing the County with forward-looking insights into case outcomes, resource needs, and operational efficiencies. This unique service enables strategic planning and informed decision-making, setting our offering apart. • Agile Implementation Methodology: Our agile approach to system development and implementation allows for flexibility and adaptability to changing requirements. This methodology ensures continuous improvement, with regular updates and feature enhancements based on user feedback and evolving needs. • Regulatory Compliance and Governance: With extensive experience in the public sector, MERP brings a deep understanding of regulatory compliance requirements and governance frameworks. We ensure that the case management system adheres to all relevant legal and regulatory standards, providing peace of mind and reducing the risk of compliance issues. • Public Records Management and Transparency Solutions: Recognizing the importance of transparency and public access to information, we offer specialized solutions for public records management. This includes streamlined request handling, efficient document retrieval and redaction processes, and compliance with public records laws, ensuring the County meets its obligations for transparency and public access. The services provided by MERP, both directly and through our affiliated partners, are designed to offer the County a comprehensive, secure, and user-friendly case management solution. Our unique expertise in predictive analytics, agile implementation, specialized technical support, and regulatory compliance sets us apart, ensuring that the County not only meets its current requirements but is also well-positioned to adapt to future challenges and opportunities. 4.2 A narrative description of an implementation plan upon award of contract, and a plan for project management through handover of the system and/or software. Upon being awarded the contract for the County's case management system, MERP is prepared to embark on a structured and phased implementation journey, underpinned by robust project management practices to ensure a smooth transition and successful handover. Our approach is designed to minimize disruption, ensure data integrity, and promote user adoption. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 21 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 4.2.1 Timeline 4.2.2 Implementation Phase Phase 1: Initiation and Planning • Kickoff Meeting: We will commence with a kickoff meeting to align our team with the County's stakeholders, establish communication protocols, and reiterate the project's goals and timelines. • Requirement Gathering: Detailed sessions will be held to gather and validate specific requirements, ensuring that the solution is tailored to meet the County's unique needs. • Project Plan Development: A comprehensive project plan will be developed, outlining the project scope, milestones, deliverables, and timelines, ensuring all parties have a clear understanding of the project trajectory. Phase 2: System Development and Integration • Custom Development: Leveraging the Microsoft ecosystem, our development team will begin customizing Dynamics 365 and integrating it with necessary systems like Laserfiche, SharePoint, and the Microsoft Office suite, ensuring seamless data flow and user experience. • Data Migration Strategy: A detailed data migration plan will be crafted, prioritizing data integrity and continuity. This includes mapping out the data migration from Laserfiche to Dynamics 365, conducting trial migrations, and validating data post-migration. • Security Protocols Implementation: Concurrent with system development, we will implement robust security measures, including configuring Azure AD, setting up role-based access, and establishing data encryption protocols. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 22 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Phase 3: Testing and User Training • System Testing: Rigorous testing phases, including unit testing, integration testing, and user acceptance testing (UAT), will be conducted to ensure the system's functionality, performance, and security meet the project requirements. • User Training and Documentation: Comprehensive training sessions will be organized for different user groups within the County, complemented by detailed documentation and user manuals. Training will be both in-person and via e-learning platforms, ensuring flexibility and accessibility. Phase 4: Deployment and Transition • System Deployment: The deployment of the case management system will be carried out in a phased manner, starting with a pilot group before a full-scale rollout, allowing for fine-tuning based on initial user feedback. • Support and Handholding: In the initial weeks post-deployment, our team will provide intensive support and handholding to ensure a smooth transition, addressing any issues promptly and providing additional training as needed. Phase 5: Post-Implementation Review and Handover • Post-Implementation Review: A comprehensive review will be conducted to assess the project's success against the objectives, gathering feedback from all stakeholders for future improvements. • System Handover: Formal handover of the system to the County's IT team, including all necessary documentation, source code, and transfer of knowledge to ensure the County's team is fully equipped to manage the system. • Ongoing Support Plan: As part of the handover, an ongoing support and maintenance plan will be established, outlining the procedures for addressing future requirements, system updates, and user support. Project Management Approach Throughout the implementation, a dedicated project manager from MERP will oversee the project, ensuring adherence to timelines, budget, and scope. Regular status meetings will be held with the County's project team to provide updates, address any issues, and make necessary adjustments to the project plan. Our project management approach is centered around transparency, collaboration, and flexibility, ensuring that the County is fully engaged and informed at every stage of the project. MERP's implementation plan for the County's case management system is meticulously designed to ensure a seamless, efficient, and successful project completion, with a strong emphasis on meeting the County's needs and ensuring user satisfaction. 4.3 Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. MERP is dedicated to ensuring not only the successful implementation of the proposed case management system for the County but also its effective ongoing utilization. We understand that the long-term success of the system hinges on robust support infrastructure, user engagement, and continuous improvement. To this end, we offer a comprehensive suite of services designed to maximize the value and impact of our solution. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 23 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Publicizing and User Engagement • Awareness Campaigns: We will collaborate with the County to design and execute targeted awareness campaigns to inform and excite potential users about the new case management system. These campaigns can include informational webinars, newsletters, and intranet articles, highlighting the system's benefits and features. • Launch Events: To generate enthusiasm and user buy-in, we propose organizing launch events, either virtually or in person, to demonstrate the system's capabilities and address user queries, fostering a positive initial user experience. Support Infrastructure and Processes • Dedicated Support Team: A specialized support team will be established to assist users with any issues or questions that arise during and post-implementation. This team will be accessible via multiple channels, including email, and a dedicated online support portal. • Online Support Portal: Our online portal will serve as a comprehensive resource for users, offering access to FAQs, user guides, training materials, and a community forum for peer support. The portal will also include a ticketing system for tracking and resolving support requests efficiently. • Feedback Loops: Regular feedback mechanisms will be implemented to capture user experiences, challenges, and suggestions for improvement. This feedback will be instrumental in guiding system enhancements and training programs. Consulting on Content Setup and Management • Content Migration Consulting: Our experts will provide consulting services on content setup and management, ensuring that data migration is handled efficiently and effectively, with minimal disruption to existing workflows. • Best Practices Workshops: We will conduct workshops on content management best practices, covering topics such as data organization, security protocols, and compliance requirements, to ensure that the County's team is well-equipped to manage the system's content over the long term. Training and Education Programs • Comprehensive Training Programs: Tailored training programs will be developed for different user groups within the County, focusing on system functionalities, content management, and best practices for data security and privacy. • Ongoing Education: Beyond initial training, we will provide ongoing education opportunities, including webinars, e-learning modules, and refresher courses, to ensure users remain proficient in using the system and are updated on new features and functionalities. System Optimization and Continuous Improvement • Regular System Reviews: Periodic system reviews will be conducted to assess performance, identify areas for improvement, and ensure the system continues to meet the County's evolving needs. • Continuous Enhancement: Based on user feedback and system reviews, we will implement continuous enhancements to the system, including feature updates, usability improvements, and integration of new technologies. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 24 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. • Strategic Consulting: Our team will provide ongoing strategic consulting to the County, offering insights and recommendations on leveraging the case management system to improve operational efficiencies, enhance user satisfaction, and achieve strategic objectives. MERP is committed to providing a holistic suite of services to ensure the successful implementation and sustained utilization of the proposed case management system. Our approach is centered around user engagement, robust support infrastructure, comprehensive training, and continuous system optimization, all aimed at delivering lasting value to the County and its stakeholders. 4.4 Describe the steps that will be undertaken to identify and resolve any issues or problems before, during, and after the implementation. MERP is committed to a proactive and systematic approach to identifying and resolving any issues or problems that may arise before, during, and after the implementation of the case management system for the County. Our methodology is designed to ensure the highest levels of system performance, user satisfaction, and operational continuity. The following steps outline our comprehensive issue-resolution strategy: Pre-Implementation Phase • Risk Assessment and Mitigation Planning: Before the implementation begins, we will conduct a thorough risk assessment to identify potential issues related to system integration, data migration, user adoption, and more. For each identified risk, we will develop a mitigation plan, detailing preventive measures and contingency actions. • Pilot Testing: A pilot phase will be introduced, where the system is implemented with a select user group within a controlled environment. This allows us to identify and address any unforeseen issues in a smaller-scale setting before full-scale deployment. During Implementation • Continuous Monitoring and Issue Logging: Throughout the implementation process, our project management team will continuously monitor system performance, user feedback, and any anomalies. All issues will be systematically logged into a central issue tracking system, ensuring nothing is overlooked. • Regular Status Meetings: We will hold regular status meetings with the County's project team to review the progress, discuss any issues that have arisen, and coordinate the resolution efforts. These meetings will be critical touchpoints for transparency and collaborative problem-solving. • User Feedback Loops: Active channels for user feedback will be established, including surveys, focus groups, and direct communication lines. This feedback will be invaluable for identifying issues from a user perspective, particularly concerning usability and functionality. Post-Implementation • Post-Deployment Review: After the system goes live, a comprehensive review will be conducted to evaluate the implementation process, system performance, and user satisfaction. This review will help identify any lingering or new issues that need to be addressed. • Dedicated Support Desk: A dedicated support desk will be operational, providing users with immediate assistance for any issues they encounter. The support team will categorize, prioritize, and resolve issues as they arise, with escalation protocols in place for more complex problems. • Ongoing System Monitoring: We will implement advanced system monitoring tools to continuously oversee the system's performance and automatically detect anomalies, potential security threats, or system failures, enabling rapid response to issues as they arise. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 25 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Continuous Improvement Process • Issue Resolution Workflow: For each identified issue, a structured resolution workflow will be initiated, including issue assessment, root cause analysis, solution development, testing, and deployment. This workflow ensures that all issues are addressed systematically and effectively. • User Training and Communication: Where necessary, additional training sessions will be provided for users to address any issues related to system use or changes implemented as part of the resolution process. Clear and regular communication will be maintained with all stakeholders to keep them informed about issue resolution progress and any system updates. • Feedback and Review Cycles: Regular feedback cycles and system review meetings will be established with the County to ensure that the system continues to meet user needs and that any ongoing or new issues are promptly addressed. By following these detailed steps, MERP ensures a comprehensive and proactive approach to issue identification and resolution, minimizing the impact on the County's operations and ensuring the longterm success and reliability of the case management system. 4.5 Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer if awarded the contract. The experience narratives should include the relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. 4.5.1 Resumes Please find below the resume along with the role of each staff who will assigned specially for County: Name Kyle James Reinertson Title Solution Architect Skills and Certification C#, .NET CORE, JavaScript, ASP.NET, HTML/CSS, BRD FRD Building Azure, Graph API, Power Apps, Security Training, Power Automate, Waterfall/Agile/Scrum Design Specification, SharePoint, Windows Exchange, Linux, PowerShell Azure Data Factory, Technical Infrastructure, Pre-sales, Azure Data Lake Sales & Marketing, Product Development, Active Directory, Applied Marketing Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate MB- 210 Microsoft Dynamics 365 Sales MB-200 Microsoft Power Platform + Dynamics 365 Core MS-100 Microsoft 365 Identity and Services (Expired) Microsoft Office 2013 Specialist Master (MOS) Certifications – Exams 418-426 Professional Experience MERP Systems, Inc., Senior Solutions Architect (Feb 2023 – Present) Managed Microsoft Power Apps/D365 business applications development. Assisted in presales with presentations and demonstrations to government entities. Technical expertise in M365, D365 CRM, Azure, and Power Platform. Launched company's first Internship Training Program. Keynote speaker at MSFT Power Platform Bootcamp March 2023. Cambay Consulting LLC./ Cambay Consulting Project Solutions (July 2022 – 2023) Integration Specialist, Project Lead, and SME for Project Operations. Managed Marketing department operations and strategy. Overseer of Dynamics CRM instances and company sales strategy. Launched company's first training program and coordinated relationships with educational institutions. Key stakeholder in Azure infrastructure development and advisory. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 26 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Oversight for company's HRIS and ticketing systems. Cambay Consulting Project Solutions, Technical Architect & Business Director (2021 – 2022) Oversaw Dynamics CRM systems build-out for all Cambay departments. Expertise in Dynamics 365 CRM, Azure Development, C#, JavaScript, Power Platform, and other tech solutions. Provided leadership, coaching, and performance management. Cambay Consulting, Senior Dynamics Technical/Functional Consultant (2021 – 2021) Led technical workshops, solution architecture, and client engagements. Supported development in Agile methodologies. Subject Matter Expert for Dynamics 365 CE solutions and CD/CI standards. NEALABC Consulting: Neal and Associates, CRM & Business Consultant (2019 – 2021) Microsoft Solutions Architect supporting multiple clients. Senior Architect for Power Platform services. Advised on integrations architecture and managed various projects. Mural Consulting Corp. (2017 - 2019) Oversaw CRM Instances architecture, development, and administration. Technical expert in proposal development. Managed CRM to SQL mirroring and integrated CRM with Office 365 applications. Unified Communications Resource & CRM Technical Assistant (2016) Managed large-scale email and data migrations for Microsoft Office 365. Oversaw customer relationships and managed project teams. Microsoft Office 365 Specialist (2015) Used Microsoft Dynamics CRM for customer management. Managed D365 Sales Professional/Enterprise Sales pipeline. Catpro LLC., Data Analyst /Precious Metals Analyzer (2011 - 2013) Managed warehouse logistics and analyzed refined materials. Certified to analyze Platinum, Radium, and Rhodium. Provided assay results for future bidding based on market analytics. Name Sudhee Maddur Title Project Manager Education George Washington University, Washington, DC, MS, Information Sciences and Technology JNT University, Hyderabad, India, MCA, Computer Applications Certifications Project Management Professional (PMP) certification Certified Scrum Master (CSM) Certified Salesforce Administrator Professional Experience: MERP Systems, Inc., Project Manager, 2017 – Present Led the acquisition and proposal of multiple projects at REI Systems, including a multi-year, multimillion-dollar program overseeing high-profile government initiatives under a 5-year BPA with GSA. Managed a portfolio at GSA, SBA, and DOC, generating $13 million in growth over 5 years. Directed the redesign and launch of SBIR.gov, green.sba.gov, and the successful launch of BusinessUSA.gov, coordinating content from 23 partner agencies and reaching a million-user mark in 2015. Also led teams in ISO 9001:2008 and CMMI Level 3 re-certification SCAMPI audits in 2015. TSPi, Project Manager, 2009 – 2010 Directed a project team to deliver strategic and tactical business solutions for clients, encompassing application and product development, program management, and vendor evaluation using Oracle WebCenter. Developed a content management strategy, implemented business process workflows, contributed to company white papers, and decreased the workflow process time by 35% for online applications. Verizon Business, Project Manager, 1999 – 2009 Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 27 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Led billing quality team to ensure quality deliverables, managed alternate media for large customers, transformed legacy billing application into eTrak system, supervised contract personnel, won MVP award, led VZ450 quality team, produced automated quality check program, implemented FCC compliance audits, GTE merger IT initiatives, and communicated project status, accomplishments, milestones, and risks to team and senior leadership. Name Aaron McCall Title Developer Education: BS, Computational Mathematical Sciences & Minor in Computer Science, Salisbury University, May 2017 Skills and Certification C#, JavaScript, HTML/CSS SQL Server Reporting Services (SSRS), FetchXML Power Apps, Power BI Reporting Services, Power Automate Object Oriented Design, Test-Driven Development Dynamics REST API, Dynamics Plugin Development Dynamics OData interface Professional Experience MERP Systems, Inc., Power Platform Developer – 2022-Present Participated in developing a cloud-based application using Power Platform and Dynamics 365 to streamline CalPEST's operations, enabling simplified processes, tracking, and remote work. Utilized Power Apps Portals for public-facing pages, Power Apps for system development, and Power Automate for business requirements. Leveraged Canvas Apps for interactive client visuals to aid business processes. NTT Data, Developer - 2018-2022 Involved in coding with C#, JavaScript, Dynamics, and Power Platform development, including Data Migration, SSRS Report Building, SQL query validation, and plugin development. Used various tools and languages for data gathering, user edits, front-end system modifications, plugin development, report development, bulk data export, and maximizing Dynamics' benefits for the client. Name Raja Choudhary Title Developer Education: MCA (Master of Computer Application), BCA (Bachelor’s in Computer Application) Skills and Certification GUI Tools: Visual Studio 2012/2015/2017, SQL Management Studio. Reporting Tools: Power BI, SSRS. Database: SQL Server 2014/2016; Oracle. Others: Microsoft Power Platform (Model and Canvas), Power BI, Power Automate), CRM 2015, CRM 2016, XRM, SDK, SharePoint Online, AngularJS, HTML5, Azure Synapse Analytics, TFS, Git Power Apps + Dynamics 365 Developer Associate Dynamics CRM Installation and deployments Microsoft 365 Identity and Services Professional Experience MERP Systems, Inc., Senior Power Platform Developer - 2018-Present Managed the configuration and deployment of the environment and developed PowerApps model and canvas apps. Delivered solutions using Microsoft's Power Platform, including PowerApps, Power BI, Power Automate Flow, SharePoint, and Teams. Created data ETL modules using DAX and distribution center performance dashboards. Implemented Microsoft Flow for automatic approvals and status updates. Designed data capture and navigation apps in Microsoft Power Apps connected to Power BI Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 28 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. analytics. Developed PowerApps using Common Data Service (CDS), Flow, Excel, Forms, and SharePoint Online. Conducted manual application testing and troubleshooting. Webfortis Software Pvt. Ltd., Dynamics 365 Developer - 2015-2019 Zygote 365, based on Microsoft Dynamics 365, is a comprehensive digital patient management solution. It features a patient portal for tracking treatment progress, managing data, and submitting required forms electronically. The platform encompasses custom workflows, MS Dynamics CRM plugins, deployment to higher-level instances, entity customizations, security management, automation of business requirements, client-side customizations using JavaScript, integration with client APIs, and SSRS report development for MS CRM 2016. Name Laryssa Newell Title Business Analyst Education: Bachelor of Science in Business, University of Central Florida – Dec 2011 Skill and Certification ITIL v3 APMG International/AXELO S Global Best Practices May 2017 #04133082-01-BPZQ SAP TERP10 SAP August 2010 Professional Experience MERP Systems, Inc., Senior Business Analyst - 2022-Present Responsible for gathering and developing business requirements, user stories, and functional specifications by interacting with stakeholders to define project scope and objectives. Accountable for key project deliverables like BRD and FSD, analyzing business flows, and documenting changes. Managed product, release, and sprint backlogs utilized MS Visio and Jira for creating diagrams and tracking development, and played a crucial role in planning, User Acceptance Testing, and implementing system enhancements and conversions. Bond Pro, Business Analyst - 2021-2022 Led requirements gathering and wrote technical specifications to document user needs for the DEV team. Performed QA testing. Created how-to documentation and trained clients on how to use the system. Provided demos to Business End Users Ottobock Healthcare, LP, Business Systems Analyst - 2016-2018 Directed the collection of requirements and development of user stories, implemented new IT solutions adhering to existing standards and guidelines, and maintained project schedules towards final outcomes. Led testing activities internally and externally, assessed new software proposals and provided recommendations, conducted training and instruction for system users, and managed application licenses. Hewlett-Packard, SAP Business Analyst II - 2011-2015 Achieved early delivery of SAP Data Migration Hardware by leading and executing the project plans of the Data Center Closure. Managed project risks and issues with mitigation plans to minimize impact on existing projects. Utilized Lean Six Sigma principles to reduce project support costs by streamlining team engagement. Prioritized and guided the early delivery of the SAP Server hardware. Consulted with key stakeholders by facilitating remote team discussions on project risks and recommendations. Name Anumol Jose Title Quality Assurance Education: • University of Pittsburgh – Pittsburgh, PA • Bachelor of Arts in Communication and Rhetoric Skill and Certification • Development Methodology - Agile (Scrum & Kanban), Waterfall Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 29 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. • Testing Tools - mabl, Jira-Xray, BrowserStack, Selenium WebDriver, Selenium Grid, TestNG, Cucumber • Testing Frameworks - TestNG, Junit • Build/Integration Tools - Maven, Ant, Jenkins • Bug Tracking Tools - JIRA, HP Quality Centre/ALM, TestRail • Web service Tool - Postman, Swagger, Soap UI • Database/Database Tools - SQL Server, Oracle, MySQL • Development Environment - Eclipse, GitHub, Azure DevOps, JDBC • Version Control Tools - GIT, SVN • Operating Systems - Windows, Linux, Unix, Mac Professional Experience MERP Systems Inc, QA Automation Test Engineer , Dec 2023 – Present He adeptly navigates the full spectrum of software testing, commencing with the analysis of business requirements and proceeding to the execution of test cases using tools such as Jira Xray. Proficiently, he designs and supervises the development of automation test suites using mabl, seamlessly integrating them into CI/CD pipelines, and presides over Triage meetings with finesse to efficiently prioritize issues. Employing SQL queries, Postman, and JIRA, he conducts thorough API and backend testing, alongside contributing actively to manual testing initiatives. His engagement in sprint ceremonies, meticulous documentation of testing scripts and strategies, and unwavering commitment to ensuring system stability post-release underscore his invaluable contributions. Throughout his endeavors, he leans on the prowess of GitKraken, GitHub, and JIRA for version control, defect management, and collaborative efforts, effectively refining testing processes. AmeriSave Mortgage Co, Atlanta, GA, QA Automation Test Engineer, Jul 2021 – Dec 2023 In his role, he manages end-to-end software testing processes, starting from analyzing business requirements to executing test cases using tools like Jira Xray. He demonstrates proficiency in designing and overseeing automation test suites from inception using mabl, seamlessly integrating them into CI/CD pipelines, and leading Triage meetings to prioritize issues effectively. Leveraging SQL queries, Postman, and JIRA, he conducts comprehensive API and backend testing, while also contributing to manual testing efforts. Active participation in sprint ceremonies, meticulous documentation of testing scripts and strategies, and ensuring system stability post-release are key aspects of his contributions. Throughout his endeavors, he relies on GitKraken, GitHub, and JIRA for version control, defect management, and collaboration, effectively streamlining testing processes. Upstate National Bank, Rochester, NY , QA Automation Engineer, Jan 2020 – Jun 2021 In his role, he meticulously planned software testing efforts, covering functional, regression, user acceptance, and stress testing. Using Eclipse IDE, he developed code efficiently. He built a data-driven framework with Selenium WebDriver, TestNG, and Apache POI API for reliable test automation. Integrating scripts into TestNG and Jenkins, he enabled seamless continuous integration. Leading a Hybrid Test Automation Framework, he utilized Selenium WebDriver, TestNG, and Maven. Designing frameworks and scripts, he executed tests through Grid on remote clients. Post-release, he conducted regression tests, providing daily status updates. He communicated testing progress through concise reports. Implementing regression and functional testing with Java, he ensured testing efficiency. He executed manual tests, tracking issues with TestRail and JIRA. Throughout, he managed defects using JIRA, ensuring smooth coordination. Evolent Health, Arlington, VA, QA Automation Engineer, Jul 2017 – Dec 2019 In his role, he meticulously analyzed Business Requirements Documents, gaining insights into technical and business aspects. He developed automated regression test cases using Selenium WebDriver and Java, integrating with TestNG and Maven for efficient testing. Implementing the Page Object Model Automation framework enhanced testing scalability. He managed test data and requests, employing SOAP UI for SOA-based architecture applications. Various tests including Smoke, Functionality, and Regression were performed with thoroughness. Using Git and Code Collaborator Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 30 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. streamlined code management and review processes. JIRA facilitated efficient bug tracking and management. He actively contributed to Test Plan and Test Case preparation, ensuring alignment with business requirements. Additionally, he conducted Web Testing and compatibility tests across browsers and operating systems. Active participation in quality assurance meetings ensured thorough testing and stakeholder alignment. Under Armor, Baltimore, MD, Test Automation Engineer , Sep 2015 – Jun 2017 In his role, he engaged with Project managers, business analysts, and developers to grasp application design and functional specifications. Implementing diverse QA methodologies, policies, and strategies throughout the SDLC ensured thorough testing. He crafted Test Cases for automated testing using Selenium WebDriver, TestNG, and Eclipse IDE, actively participating in Agile Scrum SDLC and STLC activities. API testing was conducted using the Postman tool. He maintained regression automation test scripts for end-to-end testing with Selenium WebDriver, Java, and also developed Test Frameworks for UI Regression Test Automation. Additionally, he scripted automation in Soap UI using Groovy Script for web services testing. Post-fix and new functionality implementation, he conducted Regression testing and aided the Business team in executing UAT test cases. 4.5.2 Support Service MERP’s Help Desk support team will depend on Microsoft to address and resolve accessibility-related issues pertaining to Microsoft Cloud. The resolution turnaround times will be entirely subject to the SLA of the Microsoft support team. The support areas covered by MERP are detailed below. Services Description MERP Comments Level 1 Application Help Desk Support End User Email Support Application-level Security Administration (Add/Disable access for system users) End User Help End User guidance on frequently used resolutions or workarounds Covered through the contract Level 2 Application Help Desk Support Request type identification, classification, and prioritization. Problem identification Problem resolution coordination Covered through the contract System Level: Periodic log file clean-up Database reorganization/re-indexing Monitoring of system performance Minor system upgrades due to fixes or end-of-life (EOL) issues. Review and analyze system health. Schedule/support needed system updates (upgrades, patches, etc.) Covered through the contract Incident Management (Break/Fix) Root Cause Analysis (RCA) Defect Resolution Covered through the contract Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 31 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Service Failure Resolution Training/Transfer of Knowledge Documentation of all changes to the Administration and Functionality of the system via break/fix or enhancements User and admin training addressed in the development contract. Break/fix functionality changes will be part of the O&M contract. Enhancements Improved functionality New Feature Addition Continual Service Improvement Manage enhancements through use of the SSA’s change management process Supported based on LOE estimation and a pre-established hourly rate. Data Maintenance Update data to correct data issues caused by application defects/failures and/or user error Change Management Request Table 3: Service Level Agreements Services: The MERP Help Desk team will actively address the following activities for Tier 1 and Tier 2 Help Desk support: • Provide Tier I End User Support: Actively assist users seeking help with the proposed solution, recognizing that the existing Help Desk will serve as the primary interface with system end-users of the system. • Offer Tier II Product Level Support: Provide Tier II support to escalated Tier I tickets, addressing application issues, product-level concerns, bugs, and fixes. Tier I support will initially triage Tier II issues, and additional responsibilities include: o Actively provide product-level technical support to Tier I staff as required. o Actively resolve product-level issues affecting multiple system users or specific product functionality to promptly restore failed functions. o Take charge of Tier I incidents escalated by Tier I after triage. o Actively initiate Tier II support requests via email by designated Tier I personnel/administrator(s). o Actively provide problem-fixing and resolution status back to Tier I for communication to the Help Desk, the primary liaison with end-users (originators of the tickets). o Actively alert Tier I staff to recommended Power Apps patches or required hotfixes. o Actively manage communication with Microsoft’s platform support team for Tier III escalations, involving the escalation to Microsoft for any Power Apps service disruption caused by the Microsoft platform or Microsoft Cloud. In such instances, the Tier II team relies on Microsoft for resolution procedures and time estimates. MERP Help Desk Support – Procedures The purpose of this section is to detail the steps involved in responding to County’s end-user customer requests. This set of procedures applies to all incidents received by MERP’s Help Desk support. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 32 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. • MERP support is accessible via email on weekdays (Monday to Friday) between 9:00 AM and 5:30 PM ET, excluding Federal Government holidays. • Email will be the primary mode of communication between the MERP support team and the County’s primary POC. Base Level Support: Monthly Cap on Hours: Support requirements are typically capped at forty (40) hours per month. Base Level Support Service Level Agreements (SLAs) The following are the support levels and associated response times expected with the SLA: Severity Level I – Critical Business Impact - A catastrophic problem that causes complete inability to use the application across a significant portion of the client’s production environment (e.g., crash or hang), resulting in Production downtime and where there is no workaround or solution to the problem. Severity Level II – Serious Business Impact - The customer is experiencing significant or degraded loss of service from the application. A high-impact problem that materially limits the ability to use the major functionality of the application, or that causes a material inability to use the application for a small or non-critical portion of the client’s production environment, and where there is no workaround or solution to the problem. Severity Level III – Minor Business Impact - A medium-to-low impact problem that limits the ability to use a major functionality of the application where a workaround exists; or that materially limits the ability to use a non-critical functionality of the system. Severity Level IV – No Business Impact or Enhancement Request - The customer’s application is in full working mode; customer's work is not being impeded currently. These are issues of minor functionality defects, informational requests, or product enhancement requests. Severity Level Acknowledgement (email) Initial Response Subsequent Response I 1 Hour 2 hours Daily updates II 2 hours 4 business hours 2 days III 2 hours 8 business hours 3 days IV 2 hours 3 days Weekly updates 4.6 Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. MERP's approach to acceptance testing is thorough, collaborative, and designed to ensure that the implemented case management system meets all the County's operational, functional, and performance requirements. Our acceptance testing process encompasses various testing methodologies to validate each component of the proposed solution, ensuring it functions as intended under different scenarios and loads. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 33 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Acceptance Testing Approach • Development of Test Plans: We will collaboratively develop detailed test plans with the County's project team, outlining specific tests for each system component, including Dynamics 365 customizations, Power Platform integrations, Azure services, and SharePoint document management functionalities. These test plans will include test cases, expected outcomes, and criteria for success. • Resource and Tool Allocation: Our testing team will utilize a range of resources and tools for effective test execution, including automated testing software, performance monitoring tools, and manual testing procedures. We will leverage Azure DevOps for test management and orchestration, ensuring a streamlined and efficient testing process. Example Test Plan Structure • Test Plan Overview: Introduction to the testing objectives, scope, and methodology specific to a component, e.g., Dynamics 365 customizations. • Test Cases: Detailed description of each test case, including test steps, expected results, and acceptance criteria. • Resource Allocation: Identification of the resources (both human and technical) assigned to execute the test plan. • Schedule: Timeline for the execution of test cases, including milestones for critical testing phases such as integration testing and user acceptance testing (UAT). • Risk Management: Outline of potential risks and mitigation strategies during the testing phase. Component-Specific Testing • Dynamics 365 Customizations: Functional testing of custom workflows, forms, and dashboards to ensure they meet specified requirements. • Power Platform Integrations: Testing of data connectors, custom apps, and automation to verify seamless integration and data flow. • Azure Services: Validation of cloud services, including storage, security features, and data migration capabilities, ensuring they support the system's infrastructure needs effectively. • SharePoint Document Management: Testing of document storage, retrieval, and collaboration features to ensure compliance with document management requirements. Load Testing Approach • Simulation of Real-World Scenarios: Utilizing load testing tools, we will simulate high-volume user interactions and data processing to evaluate the system's performance under peak loads. • Resource Monitoring: Continuous monitoring of system resources during load testing to identify potential bottlenecks or performance issues. Involvement in Testing • MERP Testing Team: A dedicated team of testers from MERP, experienced in each component of the solution, will lead the testing efforts. • County Representatives: Key users and IT staff from the County will be involved in the UAT phase to validate the system from an end-user perspective. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 34 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. • Number of Participants: The exact number of people involved will be determined based on the scope of each test phase. By adhering to this structured and comprehensive acceptance testing process, MERP ensures that the proposed case management system is rigorously validated, meeting the County's functional requirements and performance expectations before going live. This meticulous approach to testing is pivotal in achieving a successful implementation and long-term operational stability of the system. 4.7 Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. MERP has routinely conducted training in various modes – Online, webinars, classroom style, in-person training, and train-the-trainer for our customers. MERP’s experienced staff will conduct training through the delivery of high-quality presentations and training materials tailored to specific user roles. For example, MERP’s training material differs for system administrators as compared to general users of the system. MERP has also staged a frequently asked questions (FAQ) page on its web assets and implemented the “train the trainer” training sessions at multiple implementations. MERP will ensure that training participants have access to the training environment and will keep this environment abreast with scheduled refreshes from the production environment to give the County users the latest features and functionalities deployed in production. All stakeholders and users must be informed of the new system roll-out. System adoption is highly contingent on imparting successful training to reduce the learning curve. MERP will coordinate the training requirements for the County's staff by collaborating with the County’s stakeholders to plan and schedule training sessions. To accomplish this, MERP prioritizes a range of training modes and delivery methods. MERP's training approach for the County aims to achieve three principal objectives: • Enable the County power users and regular users, today and in the future, to fully utilize the system with minimal reliance on IT support staff. • Minimize questions and issues raised by users; and • Empower the County staff and stakeholders to become proficient with the system in its usage and maintenance. 4.7.1 Train the Trainer MERP is experienced with train-the-trainer instructor-led training. MERP will ensure that Train-theTrainer sessions are planned and conducted to have “power users” within the organization who know the system thoroughly. This training will be beneficial for users of the system. These super users can then go on to be the in-house experts at the County and ensure that end users are trained thoroughly (as needed) and can be relied upon to support the needs of the users of the system after the cut-off. As MERP’s best practice at the end of a project, we will perform a full knowledge transfer to hand over ownership of the system to County staff. Also, we recommend that the staff shadow us until cutover and are involved in the design and implementation of the Solution from the start of the project period. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 35 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. We will use a variety of training mediums to maximize participation, including online web conferences, in-person training sessions, training videos, and written training documentation. MERP will survey County stakeholders to understand their training needs as part of the business requirements. Our trainers will develop and deliver detailed training materials that will include vibrant graphics to include process flows applicable to the specific audience. In addition, we will edit existing training materials and FAQ pages to reflect the current website configurations and features, while making Section 508 complaints. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 36 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 5.0 System Reporting, Data Migration, and Integration At MERP, we understand the critical role that comprehensive reporting and data integrity play in the operational efficiency and decision-making processes within the County's legal and administrative framework. Our proposed case management solution is designed with advanced reporting functionalities, including a rich set of standard reports such as management statistics and case-load distribution by the attorney, all accessible through an intuitive graphical user interface. Our system not only supports ad hoc reporting for dynamic, on-demand informational needs but also enables the automation and email distribution of reports, adhering to strict permission-based access to ensure data security and privacy. Furthermore, we recognize the importance of a seamless transition from existing systems. To this end, we have developed a meticulous process for exporting, converting, and migrating legacy data into the new system, ensuring no disruption to the County's ongoing operations. This process is complemented by rigorous validation and testing protocols to verify the accuracy and integrity of migrated data, guaranteeing a smooth transition and reliable foundation for future operations. Below, we provide samples of our standard reports and detail our comprehensive approach to data migration and validation, highlighting our commitment to delivering a solution that meets the County's needs for precision, reliability, and ease of use. Advanced Reporting Capabilities Our commitment to delivering comprehensive reporting capabilities is at the heart of MERP's solution. Leveraging the robust features of Dynamics 365 and Power BI, we provide not only a wide range of standard reports but also empower users with the tools to create ad hoc reports tailored to their specific needs. • Standard Reports o Management Statistics Report: This dynamic dashboard serves as a central hub for monitoring key system metrics. Users can track user activity levels, compliance rates, and security audits in real time. The interactive nature of the report allows stakeholders to drill down into specific data points for deeper analysis, with clickable graphs offering detailed insights into system usage trends. o Case Load by Attorney Report: This report offers a comprehensive overview of case distribution among attorneys. Visual indicators highlight workload balance, flagging cases that exceed predefined thresholds for duration or complexity. By providing clear visibility into attorney workloads, this report facilitates resource allocation and workload management decisions. o Case Resolution Time Report: Delving into case resolution metrics, this report offers valuable insights into the average and median resolution times across different case types, attorneys, and departments. Trend analysis tools enable stakeholders to identify patterns and pinpoint areas for optimization, fostering continuous improvement in case management processes. Each standard report is equipped with dynamic visualization tools such as heat maps, bar charts, line graphs, enhancing data interpretation and strategic planning capabilities. • Ad Hoc Reporting and Automation o Power BI Integration: Our integration with Power BI empowers users to create custom reports tailored to their unique requirements. With an intuitive interface and a wealth of visualization options, users can effortlessly manipulate data fields, apply filters, and design visually engaging reports that address specific informational needs. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 37 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. o Automated Report Distribution: MERP's solution streamlines report generation and distribution through automated scheduling capabilities. Users can set up predefined schedules for report generation and delivery via email to designated user groups, ensuring timely access to critical information. o Permission-Based Report Access: To uphold data security and privacy, our solution incorporates advanced role-based access controls. Access to sensitive reports is restricted based on user permissions, safeguarding confidential information, and ensuring compliance with data protection regulations. Detailed Data Migration and Validation Process At MERP, we recognize the importance of preserving the integrity and accuracy of legacy data during the migration process. Our meticulous approach to data migration and validation is designed to minimize disruptions and ensure a seamless transition to the new system. • Legacy Data Exporting and Conversion o Data Extraction: Leveraging custom scripts and ETL tools, we systematically extract data from the County's existing systems. Our approach ensures comprehensive capture of all relevant data, minimizing the risk of data loss or omission during the migration process. o Data Mapping: A meticulous mapping exercise is conducted to align legacy data fields with the new system's data structure. Special attention is paid to maintaining relational data integrity and preserving historical context, ensuring continuity in data relationships and dependencies. o Data Cleansing and Enrichment:  Cleansing Procedures: Before migration, data undergoes rigorous cleansing procedures to address inconsistencies, remove duplicates, and standardize formats. By improving data quality and consistency, we enhance the usability and reliability of the migrated data.  Data Enrichment: Where applicable, data enrichment processes are applied to enhance the value of the migrated data. This may involve updating outdated information, supplementing datasets with additional contextual details, or enriching data with external sources to provide a more comprehensive view. • Validation and Testing o Automated and Manual Validation Checks: Our validation process combines automated validation scripts with manual checks to ensure the accuracy, completeness, and integrity of the migrated data. Automated validation scripts compare migrated data against sources, while manual checks verify data consistency and identify any discrepancies that require further attention. o User Acceptance Testing (UAT): Key stakeholders from the County participate in UAT to validate the correctness and usability of the migrated data. Through real-world testing scenarios, stakeholders assess the system's functionality and verify that the migrated data meets their operational needs and expectations. o Audit and Documentation: Throughout the migration process, comprehensive audit trails and documentation are maintained to provide transparency and traceability. Detailed records of data migration activities, validation results, and any adjustments or remediation actions taken are documented, ensuring accountability, and facilitating post-migration analysis and review. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 38 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. Sample Detailed Report Structures Dynamics 365 offers a variety of reporting tools that enable users to sort through different filtered information, manipulate records, and export information to Excel. Reports in Dynamics 365 support a wide range of tools to display data and mine that data for insights that will help the Electronic CMS refine and improve its business processes. Among these are Excel Integration for data management and analysis; Embedded Analytics and Power BI Integration to display aggregate data and extract insights; Reporting Services, which is a developer tool for generating reports using the SQL Server Reporting Services; and Management Reporter for creation of financial reports. Power BI greatly enhances Dynamics 365’s ability to integrate data visualizations into reports and dashboards. Figure 4: Dynamics 365 Report Dynamics 365 dashboard will enable the staff to view insights and relevant information such as case data, fines, judgments, and other essential data in one location in real time. The dashboards are fully customizable to meet the requirements. Beyond the out-of-the-box capabilities of Dynamics 365, these abilities are greatly enhanced by the addition of Power BI, which is particularly powerful for generating data visualizations and extracting insights from aggregate data. In both cases, the dashboards interface directly with the Dynamics 365 database to use live data, so they are always up to date. Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 39 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 6.0 Cost Proposal Please find below the tailored cost proposal specifically designed for the County: No Description Cost 1 Project Kick-off $ 1,500.00 2 Discovery $ 20,460.00 3 System Design & Planning $ 18,498.00 4 Configuration & Integrations $ 21,780.00 5 Development & Testing $ 62,360.00 6 Data migration planning & Data migration $ 23,680.00 7 Documentation & User Manuals $ 9,060.00 8 System Integration Testing $ 20,220.00 9 Production Deployment & UAT Testing $ 9,940.00 10 Training $ 11,486.00 11 Total Cost $ 198,984.00 Table 4: Implementation Cost No Description Cost 1 Production Support & Maintenance. $ 30,000.00 Table 5: Production Support & Maintenance Cost Role Rate/Hour Project Manager $ 75.00 Solution Architect $ 110.00 Business Analyst $ 70.00 Developer $ 85.00 Quality Assurance Engineer $ 60.00 Table 6: Hourly rate for different roles Electronic Case Management System RFP – County of Hawaii RFP NO: 4548 May 6, 2024 40 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal. 7.0 Conclusion In conclusion, MERP presents a comprehensive and tailored case management solution that aligns seamlessly with the County's specified needs and future aspirations. Our proposal synthesizes our deep industry experience, technical prowess within the Microsoft ecosystem, and a user-centric approach to software development and implementation. We are fully committed to not only meeting the County's current requirements but also anticipating and adapting to future challenges and opportunities. Our proposed solution is designed to enhance operational efficiency, ensure the highest levels of data security and integrity, and provide the County with actionable insights through advanced reporting capabilities. We are particularly attentive to the importance of a smooth data migration process, understanding that the integrity and continuity of the County's historical data are paramount. MERP's dedication to forming lasting partnerships is reflected in our comprehensive support and training offerings, ensuring that the County's staff are well-equipped to leverage the full capabilities of the new system. We are enthusiastic about the possibility of collaborating with the County, and confident in our ability to deliver a solution that not only satisfies the immediate needs but also contributes to the longterm success and effectiveness of the County's case management endeavors. Choosing MERP as your partner in this journey ensures a collaborative, transparent, and results-driven implementation process, culminating in a case management system that is secure, efficient, and adaptable. We look forward to the opportunity to contribute to the County's continued excellence in service delivery and operational efficiency. Bid Zip RFP #4548/PS Technologies, Inc_733511/TabulationByVendor_RFP#4548_orgId_733511.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: PS Technologies, Inc Page of 1 1 General Comments: Thank you for considering LegalServer! We're super excited to share more with you in a demo! General Attachments: RFP4548_LegalServer.Response.pdf Bid Zip RFP #4548/PS Technologies, Inc_733511/RFP4548_LegalServer.Response.pdfRFP4548_LegalServer.Response COUNTYOFHAWAI’I OFFICEOFTHE CORPORATIONCOUNSEL RequestforProposalResponseFrom: May3,2024 Preparedby: AaronKrause-DirectorofLegalSolutions Email:akrause@legalserver.org Phone:303-506-7891 POBox221154 Chicago,IL60622 www.legalserver.org 0 TableofContents ExecutiveSummary CompanyBackground LegalServerLeadershipTeam References TechnicalSpeciﬁcationsandFunctionalityDescriptions GeneralCaseManagementTools ConﬁgurableHomePage ClientIntake WorkﬂowandTaskManagement MobileAccess Calendar&Scheduling Timekeeping IntegratedSearch Document&MediaManagement Discovery Communications&Contacts AdministrativeTools Integrations TheLegalServerOnboardingMethodologyandProcess ProjectInitiationPhaseandAdminOrientationTraining DiscoveryandConﬁguration GoLivetoProductionSy stem ReﬁnementPhaseandProjectCloseout Staﬃng LegalServerStaﬀ SystemReportingandDataMigration Pricing LegalServerSecurityandDataIntegrity Insurance 1 ExecutiveSummary ThisdocumentdescribeswhyLegalServ erisanidealcaseanddocumentmanagementsoftware solution for the County of Hawaiʻi Oﬃce of the Corporation Counsel (County). Since 2002, LegalServer has been helping attorneys and legal staﬀ do more with less by leveraging the powerofacomprehensiveweb-basedsystem. LegalServer improves the eﬀectiveness of the County services by enhancing the process by which data is collected, stored,usedandreported.LegalServerprovidestimesavingautomation and will facilitate better communication, collaboration and reporting among staﬀ and withyour clients. Herearesomehighlights ofwhatLegalServercanprovidetheCounty: ● Userfriendlyandintuitivetomanageallaspectsofacase ● Accessiblefromanylocationfromanydevicewithsecureconnection ● Streamlineandorganizetheworkofadvocatesinapape rlesssystem ● Controlaccesstodataandfunctionality ● Measure,track,andanalyzeresultsandstatisticsinrealtime ● Showcaseperformanceusingbuilt-indashboardsandreports ● EmpowermenttocustomizeLegalServervi aavarietyofbuilt-inconﬁgurationtools ● Easysiteadministrationtoquicklymodifyuserinterface,ﬁelds&workﬂows ● Automatemanualprocesses ● GrowingplatformformakingtheCounty’sinnovativeideasareality Tooptimizegreatlegalservices,advocatesneedacasemanagementplatformthatcanincrease workproductivityandeﬃciency. Theproblemwiththecurrentwayofoperatingislikelystaﬀspendingtoomuchtimeonmanual tasks,whichcanmakeonefeelmentallyfatiguedandyearningforabetterwaytogetwork done. Webelievetherightcasemanagementsystemshouldallowyoutofeelempoweredto accomplishmorewhilesavingtime. Weunderstandwaystechnologycanslowdowntheimportanceofyourworkwhichiswhywith over440implementationswehaveaprovenprocessforapositivetransformation. WedesireapartnershipwiththeCountyofHawaiʻiOﬃceoftheCo rporationCounselproviding aﬀordable,robust,ﬂexiblesolutionstohelpyouoptimizeworkandsupportyouinfeeling successful. 2 CompanyBackground LegalServer is an innovatorinprovidingtechnologysolutionswithing overnmentlawoﬃces,and therefore understands the nuances, complexities, and challenges present within this unique legal service delivery model. LegalServer is very familiar with developing, deploying and supportingsystemssimilartowhattheCountyneeds. LegalServer is also a team of experts. The LegalServer onboarding and support teams have decades of hands-on experience optimizing the use of LegalServer for organizations similar to County. The expertise of our people adds tremendous value to helping you improve your processes, taking a powerful case managementsystemandconﬁgur ingittotheuniquewayyou desireoperating. Accessible from any location from any device with a secure connection, LegalServer allows you to provide superior legal assistance without worrying about technology related challenges. The look and feel of LegalServer focuses on usability with an intuitive navigation and information layout,savingtimeinmakingmoreinformeddecisionsfaster. LegalServer is scalable and allowsCountytoeasilyaddnewtypesofdata,reportsandprocesses as needed in the future utilizing non-technical internal resources. In managing the system you won’t have towritecomplicatedsoftwarecodeorrelyonoutsideassistancetomakedesiredsite changes. LegalServer is an open platform built to leverage working with other systems and technology. We are regularly adding new integrations and utilizing the robust LegalServer API frameworkto communicatewiththirdpartyplatformsandtools. LegalServer is a community. Agencies using LegalServer include Legal Aid Society ofHawai’iand Volunteer Legal Services of Hawai’i. The County will beneﬁt from the ongoing growth of our community and collaborative nature by which organizations help one another within the LegalServerplatform. As a dynamic application, the system is constantly evolving with enhanced features toleverage. We welcome a collaborative partnership with input from the County of Hawaiʻi Oﬃce of the CorporationCounsel forwaysLegalServercanbestworkforyou. 3 LegalServerLeadershipTeam Key members of our team have worked as staﬀ attorneys and supervisors, performed intakes, supervised legal workers, created document templates, struggled to balance advocate workloads, weighed and implemented process improvements, and designed and deciphered reports in the midst of delivering legal work. Our staﬀ understands the need for a helpfulcase management system and its potential to empower workers and supervisors with better, easier tousetools. IV Ashton founded PS Technologies (PSTI) and created LegalServer in 2001. Mr. Ashton began his legal career working internationally, applying technology to promote the rule of law. Mr. Ashton oversaw the development of the Kosovo War Crimes Database (documenting human rights violations in Kosovo), as well as several online tools for various Ministries of Justice throughout the Balkans, to help strengthen emerging legal systems. In 1999 Mr. Ashton co-founded Illinois Legal Aid Online (ILAO), a leading website in the US that provides important legal resources to pro se litigants, pro bono attorneys, and legal aid attorneys. IV is instrumental in case management strategy and technology thought leadership, leading the LegalServerproductroadmapandfeatureenhancements. Our operations are led by Jeﬀ Hogue. An attorney since 2000, Jeﬀ worked 14 years as an advocate and then supervisor at a legal aid programinNewYork. Jeﬀhasworkedwithavariety of organizations on innovative technology projects and has a keen interest in the eﬃcient and innovative use of technology to beneﬁt the legal justice system. Jeﬀ oversees the entire deploymentandsupportprocess,interactingcloselywithouronboardingteamanddevelopers. Our project methodology for new client Onboarding is led by Xander Karsten. Xander is an attorney who worked for eight years as an advocate at legal aid agenciesthroughoutNewYork. Xander has managed platforms that providelegalassistanceandreferralservicestolowincome and other vulnerable populations. AtLegalServerXanderfocusesononboardingclients,helping clients analyze their workﬂow and business practices with an eyetowardsemergingcommunity standards. Xander’s expertise in the law, project management, business analysis, and excellent familiarityofLegalServerisagreatassetinleadingtheteamwhow orkcloselywithnewclients. The evaluation, proposal, and contract process is led by Aaron Krause, Director of Legal Solutions. Aaronhasoverﬁfteenyearshelpingorganizationsanddepartmentsbemoreeﬃcient andeﬀectivewithprocessimprovementsolutions. Working closely with these great leaders is a cohesive team of over 30 Onboarding Specialists, technicaldevelopersandsupportpersonnel. 4 References LegalAidSocietyofHawaii AngelaLovitt DeputyDirector 924BethelSt. Honolulu,HI96813 808-527-8003 angela.lovitt@legalaidhawaii.org LisaBlake ElDoradoCountyCounselOﬃce 330FairLane Placerville,CA95667 530-621-5781 Lisa.Blake@edcgov.us AdrianadeBruin SantaBarbaraOﬃceofCountyCounsel 105E.AnapamuStreet,Suite201,SantaBarbara,CA93101 805.568.2958 adebruin@countyofsb.org 5 TechnicalSpeciﬁcationsandFunctionalityDescriptions The following descriptions provide an overview of LegalServer’s robust functionality. Each module, only if needed, is conﬁgured to the County of Hawaiʻi Oﬃce of the Corporation Counsel’sdesireduse. GeneralCaseManagementTools LegalServer’s intuitive web interface provides many modules to manage all aspects of a case. A comprehensive suite of tools gives you the ﬂexibility to customize case management to ﬁt your organization’s requirements. Each user hasacompletecasesummaryviewthatcanbemodiﬁed tomeettheneedsofdiﬀerentunitswithintheCounty. Built with an intelligent interface design, including branch logic, workﬂow automation, and guided navigation, information is presented in a way that encourages accurate data entry and pleasantinteractionforoptimalusability. Users are presented on their homepage information speciﬁc to their role in a customizable dashboard showing all open cases, tasks, events, reports, etc. in a user-friendly manner, optimizing the management of daily work. Managers can have a dashboard relevant to their work with a glimpse into the broader teams caseloads and more granular reporting metrics. Supervisors and managers will have management-speciﬁc workﬂow and work queues and report views. Staﬀ can easily add or update information pertaining to a case, individual, or event. Every case presents a one click view to read and/or add case notes. Users can quickly create notes of virtually any length with custom formatting (font, color size, bullet items, etc.). Notes can be sent within the system using the built-in secure messaging center, or via email from the system. Every case in LegalServer must be assigned to a primary advocate. Any number of attorneys, investigators, 3rd party experts,supportstaﬀ,socialworkers,etc.,canalsobeassignedtocases. Users can be reassigned from cases, and the history of that assignment is saved. Cases canbe reassigned as a bulk operation using a search and mass update. In addition to allowing easy reporting and ﬁltering on logical subsets of cases, every pending and open case will appear on someone'shomepage,ensuringclientsgetoptimalattention. User permissions the County controls determine who can assign cases and whocanedit/delete those assignments. There is no limit to the number of "additional" assignments on a case and organizationscandeﬁneasmanyassignmenttypesasneeded(e x:co-counsel,paralegal,etc.). 6 ConﬁgurableHomePage LegalServer provides a conﬁgurable homepage so staﬀ can visually view information that is important to them. The LegalServer Homepage can be customized based on the user role, so diﬀerentkindsofuserscaneasilyaccessdiﬀerentinformation. LegalServer provides default lists for users to easily access their important tasks, deadlines, assignments, and view trends in their cases and case data. Administrators can easily adjust ﬁlters on reports embedded on the homepage to view data in a variety of ways. Add ﬁelds or ﬁlters to a report in a point and click interface with visual feedback. Report builders, who need no specialized database knowledge to create reports for staﬀ or managers, can decide what ﬁlterstomakeavailable. With one-click entry into a case proﬁle, users are presented with a summary view of a case to quicklydeterminewherethecaseisintheprocess,whathasbeendone,andwha tisnext. LegalServer forecasting tools provide rich visualizations of datatohelpagenciesanalyzecurrent and expected eﬀort on cases and projects in a variety of ways. Parse data for insights into resource needs. Dashboard type visualizations are available on a number of diﬀerent data pointsalreadycollectedwithinthesite. If utilizing a third party datavisualizationorBItoolisdesired,datac anbeeasilyexportedtoone ofthesethirdpartysystemsutilizingtheLegalServerReportsAPI. SampleHomePage 7 ClientIntake LegalServer includes tools for creating a new case in the system - conﬁgured to best match the County’s speciﬁcclient/casedataentryworkﬂowandprocesses. Thisisthemechanismbywhich cases can ultimately be assigned to the appropriate advocate. During Onboarding we will work closely with you to conﬁgure LegalServer toyourdesiredintakeprocess.Sitescanbeconﬁgured withasmanydiﬀerentintakeprocessesasneeded. The County can adapt LegalServer to your workﬂow and process, making the system easier to use and quicker to train users. When creating a new case users are presented with only the relevant information pertaining to a speciﬁc type of case as needed for data collection and reporting. Branch logic conﬁgurations help in asking for data that is relevant basedonwhatthe userhasalreadyentered. The Online Intake Module publishes intake forms externally (or via the County Intranet) such that potential applicants canapplyonlineforservices. Theonlineintakeapplicationishostedby a separate LegalServer site and transferred to the organization's existing LegalServer site for furtheraction. Prescreens If needed, there is also an optional prescreen process, a very short (usually one page) process designed to record information about applicants before launching an intake. Information gathered in this short process is carried intoanintakeprocessiftheapplicantseemseligiblefor services. If the prescreen questions indicate the applicant is ineligible or should be referred somewhere else, the data entered by the screener is captured for later analysis of rejected applicationsand/orreported. ConﬂictChecks As part of the prescreen and case creation processtheintakespecialistcanbepresentedwitha conﬂict check screen, where they are presented withascoretotalbased ontheclosenessofthe matches. Results appear with the highest scores at the top of the list. Any results that are a direct match will be in bold. If there is not a match on the ﬁrst and last name the search algorithm looks to see if there is a last name match with a ﬁrst name that either "sounds like" the search phrase or matches a nickname from the list in the Admin tab. The ranking of the results appear 1-5stars.Userscaneitherselectyes/noconﬂictorrequirethataconﬂictreviewis still needed before the case can be closed. The Conﬂict Check process can be accessed at any timeduringacaseaswell,ifneeded. 8 WorkﬂowandTaskManagement LegalServer’s customizable homepages, case proﬁles, processes, and many other tools can be conﬁguredandimplementedto automateyouragency’sworkprocessesandbusinessrules. Work and assignments can easily be organized into queues or lists allowing users to easily manage their own workload and surfacing information relevant to supervisors to easily track assignments and tasks across the team. Paper-based processes to prepare cases can be reduced or eliminated, and workloads can be easily monitored by supervisors to allocate or reallocateresources. Actions on a case can be automated through a variety of features such as case checklists, calendars, task assignments with deadlines, all with conﬁgurable workﬂows to track and notify appropriatestaﬀthroughthelifecycleofacase. LegalServer has built-in capabilities that we will help conﬁgure to adapt and match how you operate, with the ability for the County to modify. Site administrators can conﬁgure requirements and the ﬂow of an unlimited number of processes which enables users to be promptedofactionstotake,andifnecessarynotifyacolleagueofthenextrequiredsteps. Intake specialists, and those assigning cases, will have visibility into who to best assign cases based on case type and attorney workload. With Branch Logic, diﬀerent workﬂows can be set-up and followed based on case type or pre-deﬁned processes. Branch Logic allows you to display subforms based onexistingdataorauser'sselection. Bothintakeandclosingprocesses tend to be linear and include required steps and required ﬁelds to ensure eligibility and reportingrequirementsaremet,w hiletheworkdoneservicingacasemaytakeadiﬀerentﬂow. Guided Navigation is a nonlinear process that gathers and evaluates data (everything known about a case) todeterminethenextappropriateactiontotake.Th esecanincludewhatquestion to ask next, take some sort of action (e.g., generate a document), or provide an informational response. TheAutomatedWorkﬂowToolallowssiteadministratorstoautomateanarrayofta skswhen certaincriteriaaremet.AutomatedWorkﬂowsruninthebackground,anddon'trelyonusersto completeaspeciﬁedform.UnlikeGuidedNavigationorBranchLogic(comesstandardwiththe system)thatpromptnewquestionsona currentformasaresultofresponses,Automated Workﬂowsusetriggerstocheckifthecasemeetsthecriteriatorunaspeciﬁcaction. External Forms provides for ease in collecting information from clients or third parties involved with a case. Once the form is created a linkcanbesenttosomeonefromacase.Thelinkstarts 9 an External Process, which can contain one or more forms you need the client to review, sign and return, for example. Data collected on the external form is saved to the case it was sent from,whenitisreturned. For those managing the case, Activity Presets are usedtocreateasuggested(orrequired)setof events, tasks, deadlines, or outcomes associated with a particular activity on acase.Thiscanbe helpful to monitor, prepare (documents) and be proactive withcases.Workﬂowscanbecreated to assign tasks with visibility into progress towards completion and due dates. The Activities feature allows recording structured information on a case in an activity record. A casecanhave multipleactivityrecords. Tasks and deadlines willappearoneachuser’shomepagewhentheylog-intoquicklycheckcase status and next actions needed. The internal message center can set dates and times for reminders. Task notiﬁcations can be automated to send alerts via email (or text externally) on actions. For example, clients and witnesses can be sent automatic reminders the day before they are scheduled to appear in court. Users can have tasks assigned to them when the status changes for a case. Managers/Supervisors can easily reassign cases as needed, or delegate/reassigntaskstosomeoneelse. Exampleviewofauserstasklist 10 MobileAccess As a web-based application, LegalServer can be accessed from any current modern browser from your choice of device - PC, laptop, tablet, phone. Built with responsive design, ifyouhave access to a secure Internet connection your device will display the same functionality in the browser,automaticallyadjustedtoﬁttheformfactorofthedeviceused. Highlights ● Accessiblefromanydevice-PC,laptop,tablet,phone. ● Easilyvieworupdatecaseinformationfromanylo cationthathasasecureinternetconnection ● Securitycompliant 11 Calendar&Scheduling The LegalServer calendar provides a centralized way to schedule appointments, events, tasks and deadlines. Users may also email items and set reminders for events. Calendar items are organizedbyoﬃce,programandusersandcanbeassociatedwithcases. LegalServer includes a variety of calendar views. Users can view their calendar by day, weekor month with color coding to see speciﬁcs such as court dates. With the team or oﬃce calendar view users can see when attorneys, or members of the team, are on vacation or not available. Legal assistants can view a speciﬁc attorney or group of attorneys schedule. LegalServer integrates with external calendars using the iCal standard. LegalServer’s one-way integration withOutlookpostseventstoanattorney’sOutlookcalendar. Oﬃce/staﬀ appointments can be scheduled via external forms or online intake. Users could create the available appointments and send an external form to an existing client for them to select one of the available days/times. Additionally, an online intake can be conﬁgured to allow theapplicanttoselectanavailableappointmentattheendoftheinterview. Calculate docket information through the CalendarRules API. View relevant dates and deadlines andcreatecalendarrecordsinLeg alServerfromanyofthereturnedevents. Highlights ● Customizablecalendar ● Calendargroups ● Appointmentscreening& scheduling ● Integrationwithexternal calendarsusingtheiCalstandard Addinganeweventtothec alendar 12 Timekeeping If/when needed, LegalServer provides an advanced suite of tools to track time, including client time and non-client time. The timekeeping log also shows users signiﬁcant information about each time entry, including client name, case ID, outreach name/ID, funding code, activity type andtimespent. Timecanbeassociatedwithgrantsorotheradministrativeclassiﬁcat ions.There is an optional timer that tracks a user's time during an activity and when stopped, opens an appropriatetimeslipwiththetimespentcalculated. Highlights ● Dynamictimekeepingsuite ● Trackdiﬀerenttimecategories ● Timekeepinglog ● Multiplewaystoentertime ● Tracktimeforclient&non-clienttasks ● Timein10thsor100thsofanhour ● Pertimeslipfundingcodes ● Automaticallyinitiateorenterma nual Formtoentertime 13 IntegratedSearch There are several ways to search for information in LegalServer depending on the level of information a user seeks. Multiple identiﬁers are accessible to the user to quickly ﬁnd desired results. QuickSearch LegalServer provides quick access at the top of the page to common search methods, such as Case Title or cause number, people on the case, notes,anddocuments.Administratorscanalso conﬁgure which search options are available site wide and/or based on a user’s speciﬁc user role. Quickaccesssearchmenu FindingRecordsUsingRepor ts Where a user needs to ﬁnd records outside the standard search, the reports module in LegalServer allows Report Builders to build custom queries and surface them as embedded results,orwithlinkstoth ereportresultsinavarietyoflocations. The report interface provides an easy to use interface for constructing both the search criteria and search results. Running customizedsearchesdoesnotrequiredatab aseknowledgeandcan bedoneinrealtime. A Report Builder can compose custom searches across multiple elements in thedatabase,such as case type, case number, person, charge, calendar date, event type, or date, etc. LegalServer also provides administration and managerial searches to be conducted, providing results such 14 as number counts ofsearchperformed(e.g.,numberofcasesofcertainty pe,withcertainstatus will visually display how many records met the criteria). Where a speciﬁc user needs certain information ﬁltered on or displayed, they can use the “saved reports” functionality to preserve theirreportforfutureuse. Searchscenariosinclude: ● aspeciﬁcchargeorgroupingofrelatedmatters; ● currentcasesassignedtoeachattorney,paralegal,investigator,oroutsideexpert; ● cases assigned to an attorney with future events listed, speedy trial or other type of expiration date shown, due date, and by days to expiration of a time standard or resolutionperiod; ● allcasesclosedinaspeciﬁedperiod,groupedbyattorney; ● Casesand/ortasksopenedandclosedinaspeciﬁcperiod; ● Upcominghearings,deadlines,ortrialsgroupedbyattorney. Highlights ● Searchlinkatthetopofevery page ● Filterswithinlistviews ● Customreports ● Conﬂictsearches ● Documentsearch ● Casenotessearch Clientsearchform 15 Document&MediaManagement Highlights ● Centralized document and media management ● Uploadandmanagevideo,audio, pictures ● Easilydraganddropﬁles ● Robustbuiltintemplating ● Utilizepre-conﬁguredtemplates ● Create/modifytemplates ● Documentassemblyandformatting ● Self-help/publications ● CompatiblewithMSWord ● Attach emails and documents to case Documentfoldersandﬁlesmanagement LegalServer provides a document management system that includes generating and storing paper-based and electronic documents. All documents, regardless of ﬁle formats (scanned images andelectronicﬁlessuchasPDF,Word,Excel,PowerPoint,audio,video),areeasilystored, managed, and retrieved from within LegalServer’s single, centrally managed repository. Within eachcaseahierarchyoffoldersandsubfolderscanbecreated. Users can easily organize and manage document folder titles, and upload, search and view documents in a case, 3rd party user, or funder proﬁle. With each case having its own unique email, paper documents can be scanned directly to a case. Users can upload documents and mediainavarietyofﬁletypestoprojectfolders. The County can establish a centralized hierarchy of folders and sub-folders, which can be automatically created when needed and/or customized for each case record. Users can search for documents by case using client name and/or case ID. Documents can be searched by keyword in title, ﬁle name, and description (free form text box user can type anything into suggesteduseisforkeywordtagging).Documentscanalsobesearchedbasedontype. After editing a document or savinganewdocument,userscaneasilydraganddropadocument to the appropriate case. When a document issavedinLegalServer,itisautomaticallyassociated withthecase.Filesmaybeplacedintonamedfoldersforease oforganization. 16 Forms, templates and standard documents can be created and saved within LegalServer bythe County staﬀ. Document templates can be created with Microsoft Word and downloaded to pull case information into pre-mapped ﬁelds you’ve conﬁgured. Similarly,emailtemplatesallowyou to create standard email correspondence that pulls in case information to complete the email, whichcanthenbesentdirectlyfromthesystemtorecipientsandstoredasanoteonthecase. Whereneeded,administratorscansetcertaindocumentstorestrictedaccessbyuser. We can create an integration with Laserﬁche, as we’ve done with Microsoft365 Sharepoint (screenshot below). Or, migrate what you have in Laserﬁche to LegalServer or Microsoft365 Sharepoint. IntegrationwithSharePoint The Signature Attestation block allows agencies to collect and save a signature that someone creates using a mouse, tablet, trackpad or ﬁnger on a phone or touch screen. Each signature is timestamped, saved to the case, and can be added to reports. The block works on standard case/matter forms as well as External Forms on cases/matters. Admins can create diﬀerent Signature Attestation Types to diﬀerentiate the types of signatures saved, and can optionally buildoutstandardizedattestationlanguagetouseacrossthesite. Additionally,forelectronicsigningofdocumentsw ithworkﬂowswepartnerwithDropboxSign,a leadingdigitalsignatureplatform. 17 Discovery The Discovery block allows creating discovery request and response records on a case/matter. The block can be placed where most useful in the workﬂow interaction to receive case-related documents, e-mails, ﬁles, or police reports. Users can track disclosure of allitems,withdatesof disclosure. When an attorney or investigator views theirDiscoverytabtheywillseewhenanew discoveryitemisassignedoruploadedforreview. Therearemultiplewaystosharediscovery. Wecanworkwithyoutodeterminewhichprocess worksbest. SampleviewofcapturingDiscoveryEvents 18 Communications&Contacts LegalServer can be conﬁgured to track contacts as well as organizations and how they interact withcasesallinthesamedatabase . The County can also use LegalServer to track communications between users. Each user proﬁle maintains a communication log so you may view alistofeverytimeyouhavewritten,spokenor solicited individuals in the contactsdatabase. Messagesmaybesentindividuallyorenmasseto a list of people that may be ﬁltered by several criteria. Messages can also be sent privately withinLegalServer’sinterna lmessagingsystem. Users can send an email to a LegalServercaseorotherrecord.Anemailaddressuniquetoeach case is automatically created once the case is created. Emails forwarded to the case email address will be stored as a ‘case note,’ and any attachments are uploaded to the document foldersoftherecord.MoredetailsonthisuniqueaspectofLegalServercanbefoundhere: https://help.legalse rver.org/home/casesmatters/email-a-note-to-a-case-or-other-record AdministrativeTools LegalServer’s ease of conﬁguration aﬀords a unique way of modifying the system to accommodateyouruniquebusinessne eds. Ifyouidentifyareasyouwanttomodifyorenhance once in production, you’ll be able to easily make changes with non-technical resources through oursimpleadministrativeportal. Navigation is simpliﬁed for the user based on the user’s role. You not onlycontrolwhattypeof data is being displayed based on the user but also diﬀerent views depending on theuser. New viewscanbequicklycreated andmodiﬁedinsigniﬁcantlylesstime. Highlights ● Usermanagement ● Controlaccesspermissionsbyrole ● Onlineadministration ● Supportrequestlinks ● Releasenotes ● Changelog ● Administrator&userdocumentatio n ● Audittraillogs Granularpermissionscontrolsforuseraccess 19 LegalServer site administrators can restrict user access to cases and links on cases,byoﬃce,or program.Acasethatisassignedtoarestrictedo ﬃceorprogramcanonlybeviewedby: 1.Userswhoareassignedtothatoﬃceorprogram(intheuser'sproﬁle) 2.Userswhoarespeciﬁcallyassignedtothecase(regardlessofthatuser'soﬃceorprogram) 3. Users whose role has the "View All Cases" permission (typically administrators); this permissionmayalternatelybelabeled"Cases:ViewAll". A user must pass all oﬃce and program teststoviewacase(ormeetoneoftheexcep tionsin2) or3).AdministratorscanalsosettheRestrictionTypetoIntake,Assignment,orBoth. Conﬁgurable business rulesprovideadministratorstheabilitytocreateandmodifyprocesslogic without writing software code. Through a web administrative interface, site administrators can create and manage business rules, workﬂows, and processes in real-time without needing to write software code. With the optional Automated Workﬂows module, business rules can be conﬁgured to automate the update of case data and to calculate deadlines including trial deadlines,responsedeadlines,andnotiﬁ cationtriggers. GuidedNavigation Guided Navigation is a nonlinear process that gathers and evaluates data (everything known about a case) todeterminethenextappropriateactiontotake.Thesecanincludewhat question to ask next, take some sort of action (e.g., generate a document), or provide an informational response. Administrators can use Guided Navigation to build processes with complex conditions without writingsoftwarecode. Guided Navigation leverages LegalServer’s Expression Builder to allow for combinations of data to trigger a variety of actions. These expressions are organized into dialogues to both surface new information, take action, and/or to route users. Users interact with the Guided Navigation Dialogues through the Dialogue Runner Block, which can be placed on any form including an intakeform. Guided Navigation can help with more complex relationships between ﬁelds and decision making that might help streamline processes. Automate things like assigningafundcodeoran advocatetoacase,orgeneratingacoverpageordocumentuponacceptingacase. 20 GuidedNavigationExpressionBuilder/Editor LegalServer also provides a full suite of administrative tools to manage various aspects of the site, including userloginprivileges,oﬃceassignment,programassignment,roles&permissions, and advocate types. Administrators can control access such that a user,basedontheirrole,will onlyseeaspectsofthesiteforwhichthatrolehasthepermissionstoviewandtakeaction. LegalServer site Administrators can update system drop-down menus, such as the list of legal issues available, asneeded,withinstanteﬀect.WithLegalServer’sextensiveadministrativetools, non-technicalstaﬀcaneasilycreateformsandusetheadministratoruseri nterfacetoaddﬁelds, instructions,andotherelements. Site Administrators can create and modify workﬂows andbusinessrulestoautomaticallytrigger eventsoractionsbasedonuserdataentered. No in house technical or development (coding) skills are needed to administer or modify the system. Resources including recordedvideos,livetraining,andwrittenmaterialsonthesetools areavailableforadmini strators. LegalServer provides an intuitive interface to allow administrators the ability to customize data blocks, headers, tab labels andmore.Thearrangementofdatablocksmayalsobere-positioned on the page. TheCountycontrolswhereandhowcases,tasks,alertsandschedulesappearona user’shomepagebasedontheirrole,aswellaswhocanaccessspeciﬁcaspectsofthesite. Highlights ● Customizepagelayouts ● Editﬁeldlabels ● Editmoduletablabels ● Editinstructionalmessaging 21 LegalServer stores common core information in a set of predeﬁned data ﬁelds that site administrators can control. Site administrators may create site-speciﬁc ﬁelds at any time using toolswithintheapplication. Highlights ● Draganddroptoactivateaﬁeld ● Createnewﬁeldforagivenmodule ● Deﬁne the ﬁeld type (yes/no, text, drop-down,date,etc.) ● Add/changenameofﬁeld Formtocreatenewﬁelds Integrations LegalServer has a number of diﬀerent tools for creating both no-code and code based integrations. Within LegalServer, there are no-code blocks that allow you to make an outbound API call when you run a given process on a case.TheseAPIcallscanreturntheresponseparsed into a case note, pass information to a third-party system or they can be used to update data points on a case -- whether those are the rural/urban nature of the client's zip code or the landlord's contact information based on their address. When you need to get data out of LegalServer, any report that you build in LegalServer can be turnedintoaread-onlyReportsAPI returning JSON or XML. These are conﬁgured on a per Report basis to allow for minimal exposure of data contained in LegalServer. In addition to using the standard ﬁlters within the Report'sUserInterface,somesearchparameterscanalsobesentaspartoftheAPIcall. Alternatively, LegalServer has a robust assortment of APIs that can be used to create, read, or update data in LegalServer. LegalServer's API documentation is public at https://apidocs.legalserver.org. These APIs can be used to automate the creation of new cases, search for speciﬁc case data, update cases or users, create case notes, store documents/ﬁles within LegalServerandmore.TheseAPIshavespeciﬁcandindividuallyconﬁgurablepermissions, sotheCountywouldbeabletorestrictdiﬀerentuserorserv iceaccountstodiﬀerentAPIactions. LegalServer'sAPIsareinconstantdevelopmentwiththegoalofimprovingtheirfunctionalityand expandingfeatures. 22 TheLegalServerOnboardingMethodologyandProcess LegalServer is a combined team ofexperiencedattorneys,technologists,developersandproject managers who approach every project with one overriding goal: it is critical that every implementation of LegalServerissuccessful.Weshareyourpassionformakingadiﬀerence,and yoursuccessfulonboardingexperiencewillhelpyouhelpthoseinneed. Experience Our team has brought hundreds of organizations through a positive transformation to a better-ﬁtting case management system. Over time, we have crafted a careful onboarding process, conducted remotely, that integrates aspects of change management at every level of theimplementationprocess. Empathy Your LegalServer onboarding team will include experts who have worked as attorneys, advocates, or technical leads for a public defender or non-proﬁtlegalservicesorganization. We understand servicedeliverysystems,intakeprocedures,eligibilityscreening,highcaseloads,and reporting challenges because we have been there. We want to help you conquer those challenges. Agility LegalServer is modular and can be easily conﬁgured by a non-programmer. Your customized LegalServer conﬁguration will be created and constantly reﬁned by both LegalServer and the County’s team throughout the project using LegalServer’s robust no-code Administration Tools. Although the County will have a standard application (e.g., the backend database structure will be the same throughout), we will work with you to conﬁgure the standard application to conformtotheCounty’sparticularworkﬂows. BespokeConﬁguration Our team willspendsigniﬁcanttimewiththeCountytomutuallyunderstandyourrequirements. The County’s dedicated LegalServer Onboarding Specialists willteachtheCounty’steamtotailor most aspects of LegalServer, including screens, workﬂows, and reports to align with those requirements. Our implementation team seldom has the need to request code changes from developers, since the tools you need to conﬁgure your system already exist in LegalServer,but additional development can be evaluated. You can learn more about our detailed onboarding process,describedbelow,att heLegalServerOnboardingPortal: Onboarding.LegalServer.org. ProjectManagement In addition to other staﬀ described in the Staﬃng section below, each onboarding client has a single primary point of contact: your Onboarding Specialist. The Onboarding Specialist is your 23 project manager and will facilitate your onboarding to LegalServer and the processesdescribed herein. They are the one primary LegalServer point of contact, and they will keep the implementation process moving smoothly. We ask the County to designate a project manager as well. The County project manager will need to organize internal meetings and decision-making separatefromourjointcalls,handletheﬂowofinformation,andbringtheright people into the process to ensure the organization understands LegalServer and how it will optimally work within the County. LegalServer willprovideanaccountabilitymatrixdocumentto identifyeachkeyplayer. ChangeManagement One of the most important aspects to successful implementation is the ability to properly manage change. As with any change, moving to a new software platform creates anxiousness and excitement. We will work with you and your teamtoembracethechangeinapositiveway, providinginsightsandbestpracticestoconsider. This is an exciting time for you to fully consider and identify current areas for process improvement. It will be important for your staﬀ to be on boardwithnotjustwhatishappening butwhyachangeisneeded,recognizinganimprovementisnecessary. Youmightalsoconsiderthesegoodchangemanagementpracticeswehaveobserved: ● Identify expectedrolesfortheprojectbeforestartingOnboarding. Wecanhelpyouselect anidealteamstructure. ● Address staﬀ concerns openly and communicateregularlyonwhatischangingandhowit willbeneﬁttheorganization. ● Lookforandseizechangeopportunities. ● Considerdocumentingandrecognizingwherevalueiscreated,andmetri csaregained. EachphaseoftheLegalServerimplementationprocesscanhelpaddresschangemanagement. ● The InitiationPhasehelpspeopleunderstandwhatisexpectedofthemandwhattheycan expectfromusthroughouttheproces s,therebyeasingfearoftheunknown. ● Discovery and Conﬁguration provides early “buy in” to the new software. Each stakeholder becomes directly involved in the implementation process to articulate and more clearly understand their operational methodology as they witness how LegalServer facilitatestheirexistingworkﬂow(e.g.,intakescreensmatchexistingprocedures). ● Throughout the Discovery and Conﬁguration Phase organizations see the software come to life. You’ll get to use/test the software and begin to see how it will function in your environment. Final data migration issues are also resolved during these phases, increasingconﬁdencethatolddataisproperlymigrated. ● User training is delivered in close proximity to the GoLive date so that it is fresh in the users’ minds. Each user is strongly encouraged to use the system in the demo 24 environment so that they have “hands on” experience using LegalServer to perform their dailyresponsibilities. ● The design team and any “super users” also can receive additional training and become invaluable resources for the extended team of new users. It is comforting for people to havesomeonetheyknowandtrustintheiroﬃcetoanswermostquestions. ● Optionally, we can provide staﬀ onsite when we GoLive so that users will have someone toassistthemiftheyhavequestionsonth eﬁrstday. ● Follow-up training solidiﬁes the concept that your staﬀ has a partner in adapting to this importantchange. ProjectInitiationPhaseandAdminOrientationTraining In the Project Initiation Phase, the County’s core team involved with the project will have an opportunitytolearnhowLegalServerworksduringliveLegalServerClassroomTrainingSessions. This phase will introduce the County to LegalServer’s system generally, and the onboarding methodology speciﬁcally. End users are also welcome to attend, but formal end user training willbescheduledaswegetclosertoG oLive. ● LegalServerhostsaKickoﬀCall. ● The County will receive a Demo Site, which will be used to conﬁgure speciﬁc workﬂows and proﬁles throughout the LegalServeronboardingprocessandwillbetheconﬁgur ation template for the Live Site (Production System). The Demo Site provides a great environmentforhands-ontrainingduringtheset-upofthesite. ● LegalServer hosts a series of weekly classroom-style training events for all LegalServer userstoacquaintthemwiththebasicfunctionalityofthesite. ● Month 2 concurrent with Project Planning & Organizing Phase: LegalServer will lead a series of small group trainings in which the County’s onboarding team will learn how to createandupdatecustomconﬁgurationsandadministertheplatform. ● Month 2 concurrent with Site Set-Up: For those who work with reports, LegalServer will leadtraining“IntrotoBuildingReports”(alsoprovidedtheﬁrstTues.ofeachmonth). DiscoveryandConﬁguration LegalServer’s Onboarding process relies heavily on Agile principles of discovery, conﬁguration and testing in real time. The Demo Site created before Discovery and Conﬁguration begins will be updated in real time as the project progresses. The County staﬀ have 24/7 access to the Demo Site during Onboarding and can continue to use it for testing and experimentation after GoLive. 25 During the Discovery and Conﬁguration phase, a dedicated onboarding and implementation specialist will meet with the County each week to discuss the County’s speciﬁc needs on each LegalServer component, make conﬁguration changes withtheCounty’sstaﬀ,anddiscusstesting feedback with the team. These dynamic processes happen in tandem with one another, eﬀectivelymakingtheDemoSiteoursharedSystemRequirementsdo cumentation. ProcessesandDataCollection The Discovery and Conﬁguration Phase aﬀords the County’s Organizational Representatives a chance to examine their organizational processes as well as learn speciﬁcally how LegalServer canbeappliedtocomplementorenhancesuchbusinessprocesses. Together, the Organizational Representatives and the LegalServer team will identify speciﬁc itemsthatneedtobetrackedinthedatabase. The LegalServerteamwillhelpdesignandconﬁgurespeciﬁccomponentsofthesystem,showing how to add custom data ﬁelds to the database, rearrange ﬁelds on the screen, provide instructions to staﬀ and use conditional logic engines to collect only the data that is needed in order to accommodate the County’s requirements. Forms and processes can then be linked together and structured in such a way to create workﬂowsthatcaptureandimproveoncurrent processesusedbytheCounty. Hands-onTrainingForAdministrators As a highly conﬁgurable system, the County’s Onboarding Specialist can make system changes extremely quickly -- often in a matter of minutes, modifying the demo site in real-time to meet theagency’s requirements. Thisalsoprovidesforagreatmeansoftrainingsiteadministrators. FeedbackandImprovement During Discovery and Conﬁguration, LegalServer will update the Demo Site to be reviewed weekly by members of the County’s team. LegalServer will continue to have weekly conference calls withtheCountytoreviewtheprogressoftheconﬁguration. Duringandbetweenmeetings, the County will have the ability to test the application and oﬀer insight andideastoensurethat the ﬁnal product adheres tothestandards,requirements,process,andﬂowfortheorganization as a whole. The County is encouraged to hold weekly internalmeetingstomaintainmomentum withtestingandfeedback. During this phase,wediscussintegrationsthatmaybeneededtobestleverageLegalServer,and we can provide proposals for any added development for integration that is necessary to meet theCounty’sneeds. DataAnalysisandReportingTools One of the major components in LegalServer isthereportingsystem.Wespendsigniﬁcanttime, both in the onboarding process and in our regular training calendar to support the agency’s 26 abilitytobuildandrunreportsontheirdataset. The County will provide LegalServer a list of reports needed, including information about how each report is generated, the purpose of the report and what ﬁlters and data options are needed. LegalServer will work with the County’s Organizational Representatives to analyze and document reports such that similar reports can be re-created in LegalServer. Report Analysis provides insights on data that may need to be discussed to see if any additional development needstobedone. The reports tool not only serves as the report writer functionality, its stacking ﬁlter system provides the necessary instruments to create powerful queries against the database. The interface provides the data schema in the table and ﬁeld selector allowing the County to select anyﬁeldforreporting. Similar to ﬁeld and workﬂow conﬁguration set-up, building or re-creating reports inLegalServer providestheCountyadministratorsandreportbuildersgreathands-on training. ProjectProgressCommunicationandTesting Our project success depends on a shared project plan which is embedded on the homepage of your Demo Site. The project plan provides a timeline of the project overall, a breakdown on weeklytopicsandastatusofallcomponents. Testing by the County can begin as soonastheLegalServerandtheCountyteamsbeginmaking initial conﬁguration changes, typically starting with Intake (creating new cases in the system). This testing and reﬁnement starts at the very beginning of the conﬁguration process, and continues throughout the project on the Demo Site. As an agile process, this allows the most ﬂexibility,accountabilityandmeaningfuluseoftimethroughouttheproject. System testing occurs at two levels. Signiﬁcant testing is done by the LegalServer staﬀ during the development/implementation process. The County is also expected to test the application throughout the process. This is necessary to verify the conﬁgurations and changes meet the County’sneedsthroughouttheproject. AcceptanceTesting At each step oftheprocess,foreachrequestedconﬁgurationthatLegalServerimplements,both LegalServer Staﬀ and the County are responsible for testing. LegalServer staﬀ will test the conﬁgurations they implement on the demo site to ensure they work as documented. The County will be provided the opportunity to ensure the conﬁguration meets their speciﬁc needs. The results of this testing are discussed at our weekly meetings, and changes are made to the conﬁgurations together to ensure they meet the County’s needs. Acceptance Testing occurs as part of the Discovery and Conﬁguration process and is tracked via the conﬁguration log. This allows for ongoing and continuous testing of all parts of the Demo Site as we progress through 27 theOnboardingprocess. IncreasedTraininginNear-FinalIterations We tailor training to the needs of each organization. Starting in the ﬁrst month of the project, the County‘s project team will have signiﬁcant exposure to LegalServer during Onboarding and will ultimately feel comfortable with the application as we get closer to GoLive. All users should betrained,especiallywithintheirareaofconcentration(i.e.,roleintheorganization). Duringthe latter part of the Discovery and Onboarding phase, we discuss and agree on a training curriculum,eitherprovidingthetrainingdirectlytousersorprovidingthesamenumberofhours to‘trainthetrainers’andsupportyourstaﬀas theyconductGoLivetraining. We delivertrainingthroughmultiplemethods,includingonlinetraining,onlinehelptutorialsand in some casesonsitetraining.Wealsoprovidefollow-uptrainingafterGo-Livetointroducemor e complex functions of LegalServer and to answer general questions that arise after using the systemforsometime. GoLivetoProductionSystem One of the last steps is to launch the production LegalServer instance. At this point, we move data and conﬁgurations from the Demo environment to a Live (production) environment. LegalServer staﬀ resources will be available to assist while you use the production application for the ﬁrst time. We also provide technical developers, if needed, to address any issues that mayariseinatimelymanner. Your LegalServer project manager willworkwithyoutoachievetheGoLivedateprovidedduring the contract process. If additional customdevelopmentiscontractedfor,theGoLivedatewillbe rescheduledafteranyadditionaldevelopmentisaccepte d. During this time, the County‘s Onboarding Specialist continues to be your primary point of contact. All communication will ﬂow from the County‘s LegalServer administrators to your OnboardingSpecialistviaemailorthroughourticketingsystem. ReﬁnementPhaseandProjectCloseout Our involvement with your organization does not stop with GoLive! We continue our relationship through ongoing support and training. As with any software application, there is a learning curve in which people will become more comfortable with the software over time. As they begin to use LegalServer more and become more familiar with it, they will generate new questions about its features and functions. Follow-up training hours can be used for administrators, end users, or both. We provide ongoing and regular freegrouptrainingevents, andoursupportemailisbeneﬁcialforquestionsthatmaycomeupfromtimetotime. 28 In the Reﬁnement phase (project closeout), LegalServer will help reﬁne the County’s Live Site (production system), making sure that any issues not addressed during Discovery and Conﬁguration are taken care of, and that the County is transitioned to the regular LegalServer supportchannelsusedbyallliveLegalServersites. ● LegalServerwillleadcallsintheweeksfollowingGoLivetofocusonanysitereﬁnements. ● LegalServer will follow-up on task completion from items discovered during GoLive & Trainingphases. ● LegalServerwillconductorscheduleanyadditionalGoLiveTrainingsessions. ● LegalServer will solicit ﬁnal acceptance of LegalServer Live Site (production system and importeddata). After the reﬁnement phase ends, the County has continued access to the classroom training series, our Tuesday Training series, our entire support team, our help documentation and an array of open oﬃce hours to continue to support the County as the site continually enhances withtheevolvingneedsoftheagencies. Staﬃng Countystaﬀinvolvementandtimecommitments During the Project Initiation Phase, we ask the County to identify key players and stakeholders. Generally, the team consists of the County staﬀ who will become LegalServer Administrators, Report Builders, User TestersandaDecisionLeader.Generally,onboardingagenciesidentify2-3 staﬀ members to be LegalServer Administrators to work directly with the LegalServer Onboarding Specialist during the onboarding process to identify, implement and test conﬁguration changes. The LegalServer Administrator might also be the County project manager. The County team involved with the project willattendClassroomTrainingsandweeklycallswith theLegalServerOnboardingSpecialisttodiscu ssconﬁgurationchangesandtestingresults. Report Builders (don’t need to be database experts) will learn to build reports that users can then customize and run. Report Builders can be a stand alone role or may also be the site Administrator. During Discovery and Conﬁguration the County project manager may also need to involve certain staﬀ leaders for input and feedback with the intake process, data collection, desired workﬂowsandthelayoutofdataaccessusedtomanagecases. User Testers are generally frontline staﬀ who work with the LegalServer Administrators to test conﬁgurationsandprovidefeedback.Theyaregenerallynotinvolvedwiththeweeklycalls. 29 Finally, LegalServer requests a Leader be designated to make decisions when policy or other changesinpracticeneedtobemade. The County will meet with the LegalServer Onboarding Specialist for one hour per week. The County team will likely also be meeting at least an hour internally on project status and next steps. The County Administrators taking action on the weekly conﬁguration work needed is suggested and easily achieved. The County Administrators can be non-technical, non-development resources to do LegalServer conﬁguration work. Asano-codeapplicationthe County will be able to make and/or modify conﬁgurationsduringthedeployment. Thiscanbea great means of learning the administrative powers of the system, as well as a good foundation toembracea‘trainthetrainer'plan. The amount of time the County takes on with conﬁguration work will be up to the County. Ata minimum expect to spend 2-3 hours per week on the project,butcanbemoreifanaccelerated deploymenttimelineisneeded. LegalServerStaﬀ LegalServer’s Civil Onboarding Team is led by Kaitlin Tharp, where she welcomes all legal aid, law school, and governmental organizations to the platform. Prior to working at LegalServer, Kaitlin spent ﬁve years at Legal Assistance of Western New York in a variety of roles, using LegalServer as a paralegal, grant reporter, and administrator. Kaitlin’s attention to detail and high regard for customer satisfactionensureseverynewLegalServerclienthasthebestpossible Onboardingexperience,withasitedeliveredtomeettheirspeciﬁcneeds. Michael Hofrichter, a LegalServer OnboardingandSupportSpeciali stsince2020,alsoleadsthe LegalServer Project Team to help plan and coordinate many of LegalServer's development and integration projects with both internal and external stakeholders. For almost a decade before joining LegalServer he worked for Houston Volunteer Lawyers in a variety of roles starting as a law student intern and leaving as the Executive Director. At HVL, he became intimately familiar with the needs of LegalServer's clients -- overseeing a staﬀ of 35, managing a $3.5M budget, reporting to state and federal grantors, and working through day to dayneedsofstaﬀandcase handlers. Michael has a passion for automated forms and processes, building out tools in HotDocs, A2J Author, Gavel (formerly Documate), and Docassemble. Michael serves as the Vice Chair for the Texas State Bar's Committee on Legal Services to the Poor in CivilMattersandisa former member of the ABA's Standing Committee on Disaster Response and Preparedness. Michael is a 2010 graduate of University of Houston Law Center and 2006 graduateofBrandeis University. Christopher Schwartz joined LegalServer in 2020 as an Onboarding and Support Specialist. Christopher also leads the LegalServer customer and community success initiative to maintain long-term client success and ensure a thriving LegalServer ecosystem. Before coming to 30 LegalServer, Christopher worked as a tenants' rights attorney in the volatile housing market of New York City, and then took the role of Deputy Director for the Legal Hotline at the City Bar Justice Center. During his tenure as alegalservicesattorney,hecametorecognizethevitalrole technology could play in narrowing the justice gap for marginalized communities. To that end, he has served as one of the key organizers of the annual Statewide Civil Legal Aid Technology conference convened by the New York State Permanent Commission on Access to Justice since 2016. Christopher is a 2001 graduate of New York University School of Law, and a 1998 graduateofQueensCollegeCUNY. Eric Mittelstadt works with the LegalServer CommunityEmpowermentandOnboardingteams. For thirty-two years Eric worked at Utah Legal Services, a statewide LSC-funded legal aid program. Eric began his career as a housing attorney, taking cases to the Utah Supreme Court that established an implied warranty of habitability in Utah, and applied consumer protection legislation to landlord/tenant relationships. Eric became a branch oﬃce manager and later Deputy Director, overseeing ﬁnances and human resources, as well as supervising the legal practice area managers. Eric also worked closely for over twenty years with MIE, the Management Information Exchange, a national support organization for legal aid programs. As a Board Member, consultant and later part-time staﬀ, Eric helped plan and present dozens of MIE training events, webinars and conferences for legal aid program staﬀ across the Country. EricgraduatedfromtheUniversityofUtahCollegeofLawin1991. Lindsay Bellinger, a 2008 graduate of the University of Houston Law Center, has extensive experience working in the public defender arena. Prior to joining LegalServer Lindsay held various roles with the Texas Indigent Defense Commission, Harris County Public Defender’s Oﬃce, Capital Area Private Defender Service, Federal Public Defender for the Southern District of Texas, and the Oﬃce of the Colorado State Public Defender. In addition to providing direct representation to PD clients, she has worked as a policy analyst,researchandwritingspecialist, and interim director of a nonproﬁt post-conviction program. Over the years, Lindsay has been increasingly drawn to the potential of technology as it relates to visualization of data and optimization of systems and processes. She puts her experience in the public defense realm to work in the continued development of LegalServer and leading Onboarding projectswithpublic defenderoﬃces,managedassignedcounselandindigentdefensecommissionclients. 31 OngoingSupport As a hosted application, LegalServer will provide the following services that are included in monthlyhostingfees. HostingandMaintenance ● LegalServerwillprovidehosting,appropriatebandwidth,appropriateserversandsecurity. ● LegalServerwillalsoprovidemonthlyupdates(subscriptions). ● LegalServerwillback-upalldataremotelydailywithfullbackupseveryweek. ● LegalServerwillmaintainthedatabaseandhardwareinfrastructure. ● LegalServerwillprovideappropriatepatchesandupgradestounderlying software. ● Support is available through our support portal, http://help.legalserver.org/ as well as via emailatsupport@legalserver.org. ● AddedsecurityprotectionoftheAWSGovCloud. ServerandServerMain tenance LegalServer will provide an appropriate web server to host and run LegalServer. Server speciﬁcations will be within reasonable computing standards regarding memory levels, processor speed and storage capacity. These standards will be met when LegalServer is implemented and will be maintained during the term of the service agreement. If necessary, LegalServer will perform hardware upgrades (including server replacement or resource upgrades,ifnecessary). HostingServices LegalServer will host the server running the County’s instance of LegalServer within Amazon Web Services, in a standard orAWSGovCloudRegion.Aspartofitshostingservices,LegalServer will provide or secure adequate electrical power to run the server, supply multiple power sources, backup generators, ﬁre suppression, climate-controlled environment, physical security fortheserverandahigh-speedconnectiontotheInternetwithredundancy. MaintenanceandSecurityServices LegalServer will provide maintenance services to ensure that LegalServer operates at appropriate service levels to perform its primary functions. Maintenance services include maintaining the server operating system, monitoring and enhancing the server security mechanisms, ﬁxing any discovered bugs, applying server software patches, and monitoringand updating any other installed software on the server as required by the applicationoradditional modules. Additional details on the constant security vigilance we adhere to can be provided uponrequest. 32 DataBackupandDataRetention LegalServer backup and disaster prevention services are included in your subscription and include multiple backup methods. LegalServer will perform local backup of the County’s server data daily and will perform remote archiving of the County’s data on a weekly basis. Archived data will be maintained for (1) month, after which LegalServer will overwrite archived data with morerecentdatabackupstooptimizeusageofdiskstorage. DataReplicationServices We replicate client site data to another server as part of the disaster recovery and backup methods. If the primary server fails,LegalServerwillreroutetothereplicationserverassoonas practicaluponknowledgeoftheprimaryserverfailing. RecoveryofArchivedData Upon any known occurrence of data corruption or loss resulting from a system failure, LegalServer will make all reasonable eﬀorts to restore data ﬁles from archivedcopiesasquickly as possible. The amount of time required to restore archived data ﬁles is dependent on numerousfactors,including,butnotlimitedtoseverityoftherelevantdatacorruptionorloss. SupportServices LegalServer will provide user assistance and troubleshooting via support@legalserver.org, with phone contact if necessary. The named site administrators are authorized to submit tickets to LegalServer Support. Urgent matters such as a site with no access is monitored 7x365, with immediateactiontaken. OnlineHelpisalsoavailable: http://help.legalserver.org/ StandardUpdates LegalServer will update the County’s version of LegalServer with any newstandardfeaturesand enhancements as they become available. Site updates, feature enhancements and hotﬁxes are worked on weekly, deployed to Demo Sites every Thursday. Release notes will be sent to the siteadministratorseachweekwithafulllistofnewupdates. 33 SystemReportingandDataMigration Reporting Highlights ● Displayonusers(home)page ● Multipleformatstoview ● Emailscheduledreports ● Internal&externalreports ● Easytouse,create,modify ● Savecommon&favoritereports ● ExporttoMSExcel Any data captured in LegalServer can be surfaced in the powerful built-in reporting system. During Onboarding we will work with the County to create a reasonable number of customized reports needed. Staﬀ and management who work with reports will easily learn to create and modify reports independently. In addition to the customized reports, many standard reports already exist in LegalServer. The County will be able to independently create an unlimited numberofnewreportsusingthetoolsprovidedwithinLegalServer. Report builders can create reports that display the data fromLegalServer’sunderlyingdatabase in custom report views, which if needed can automatically appear on a user’s homepage. Reports can also be scheduled to run and automaticallysentviaemailtoselectusersonagiven day/week/month. Custom reports may be generated from the data stored in LegalServer. Users may ﬁlter information based on speciﬁc data ﬁelds and choose which data ﬁelds to display in a report. Examples of reports include data reports, summation reports, cross-tab reports and CSV reports. View reports as a pie chart, bar chart, and line graph. Allreportscanbeexportedfrom LegalServer into MS Excel or csv format, and converted to pdf. Create or build a report in real time without needing a report writer or technical involvement. Each report has conﬁgurable permissionstodeterminewhichusergroupscanaccessit. Ad-hoc data reporting allows administrators to create and modify reports against virtually any data ﬁeld in the system. These reports are conﬁgurable and can be scheduled to run automaticallyandsavedonauser-by-userbasis. If utilizing a third party datavisualizationorBItoolisdesired,datacanbeeasilyexportedtoone ofthesethirdpartysystemsutilizingtheLegalServerReportsAPI. 34 DataMigration LegalServer has a careful and precise process to ensure structured data (in a database or spreadsheet) is migrated properly and continues to function with its intended use. Data migration occurs in four stages: initial data upload, data mapping, test migration and ﬁnal migration. DatatestingbytheCountywillbenecessarythroughouttheproject. SourceDataFieldMapping the County willbeaskedtoprovideLegalServerwithanexactcopyofthesourc edatathatneeds to be migrated. LegalServer will work with the County to map existing data from its current database to LegalServer. This will be accomplished using our custom Migrate Module todisplay the structure of the current database and allow for comments and other information to be tracked. The migrate module serves as the data dictionary for this project, recording how the data the CountycurrentlyusestranslatesintoLegalServer. As part of this phase, the County and LegalServer work closely to ensure data is mapped properly. During the migration process LegalServer will work with the County’s Organizational Representatives to analyze and document its data such that the LegalServer Data Migration TeamcanultimatelymigratethedatatoLe galServer. 35 TestMigration At the completion of data mapping, the LegalServer Data Migration team will write a script to migrate the data and post the test data on the County’s Demo Site. This process takes place while the County begins the Discovery and Conﬁgurationphase.OrganizationalRepresentatives from the County will review the migrated data and provide feedback along the way to ensure success. The County will do a side by side comparison between the existing system and the LegalServer Demo Site and rigorously test to verify the data has been properly mapped. The LegalServerDataMigrationteamwillcreatescriptstocorrectanyidentiﬁedissuesifneeded. FinalMigration The careful data migration preparation we will complete together leading up to GoLive should ensure a smooth ﬁnal cutover to Production. Our team of support and technical staﬀ carefully monitor the ﬁnal migration of your data, and immediately go to work to verify the accuracy of thedatatransitionthroughautomatedandnon-automatedtestingandobservation. DocumentMigration During the data mapping process, wewilldiscusshowyourdatabaselinksindividu aldocuments with case records. Once your ﬁnal migration is complete, we will turn to bringing your documents into your live site, making those documents available one to two weeks after your GoLive. If you are considering a SharePoint integration, we can migrate documents as part of these integrations as well. For documents/ﬁles migrated to LegalServer, or SharePoint, if they are to be associated with cases also migrated to LegalServer, there must be a reference to the case number with the corresponding document/ﬁle in the database for us to make the connectionbetweenrecords. 36 Pricing This section details the cost to implement and support the LegalServer application. One time chargesarespreadthroughouttheproject. Monthlyfeesstartinmonthtwo oftheproject. PricingSummary: OnboardingFees $48,900. IncludestheservicesdescribedunderOnboarding MethodologyandProcesstoconﬁgurethefeaturesunder FunctionalityDescription. DataMigration Services See chart below where the County has ‘structured data’ (e.g., in a spreadsheet) within Laserﬁche to migrate. Fields=Columns in a spreadsheet. Only count the same ﬁeld nameonce. Fieldsfor migration Priceto migrate Up to 50 $9,000 51-75 $13,000 76-100 $18,000 101-125 $23,500 126-150 $30,000 Laserﬁche Integration $40,000;$200permonth Monthly subscriptionfees $1,000 for the entire organization, up to 40 internal staﬀ users. Includes up to one (1) Terabyte storage. $100 per month per Terabyte thereafter. Includes the services describedunderProfessional&Su pportServices. 37 LegalServerSecurityandDataIntegrity Overview ThesecurityandintegrityofLegalServerclientdataisanessentialaspectofLegalServer’sdayto dayoperations.Thissectionsummarizesthepolicies,pro cedures,andemergencyplansfor ensuringLegalServerclientdatastayssecureandmaintainsitsintegrity. P.S.Technologies,Inc. (PSTI)isLegalServer’sparentcompany. LegalServer sites are hosted with Amazon Web Services (AWS). Each site is single-tenant. User access to LegalServerrequiresaloginidentiﬁerandpasswordwhenaccessingthedatabase,and multifactor authentication is available natively and via SSO. Site administrator(s) can securely set/reset login credentials, control user access to system functions based upon deﬁned roles and restrictions, restrict/grant access to speciﬁc processes, enable and disable user accounts, andsetaschedulefortheautomaticexpirationofuserpasswords. DataIntegrity Data Integrity means keeping client data in a format that can be properly used by clients, including proper procedures to prevent data loss in the event of system disasters. Client data includes all information entered into the system by client users, including contact information, event information,photos,venues,schedules,payroll,staﬃng,andanyotherdatanotbelonging toPSTIcoveredunderaclientcontract. Availability PSTI,throughitsMaintenanceServices,willusereasonableeﬀortstoensureLegalServeris operationalandavailableontheServer24hoursaday,7daysaweek,365daysayear. PSTI, however,maysuspendorinterrupttheavailabil ityofLegalServer(a)duetoanycausebeyond thereasonablecontrolofPSTI,or(b)toconductroutinescheduledmaintenanceofLegalServer. Whenthereisanacuteproblemthatpreventsstaﬀfromdoingwork,oursupportteamand on-calldevelopersplaceanextremelyhighpriorityingettingtheproblemresolved,nomatter thedayoftheweekortimeofday. Wehaveautomatedsystemstodetectindicatorsofattackssuchasdenialofserviceattacks.We alsohostreplicasofeachinstanceinseparateavailabilityzonesorregions,incasearesource availabilityproblemisfocusedonaspeciﬁcdatacenter. Betweenmidnightand6ameachnight/morning,oursecurityscansandbackupp rocedurescan slowinstancesdownandoccasionallytakethesiteoﬄineforashorttime. Theseprocedures areimportantpartsofregularmaintenance. 38 Monitoring WeuseaproductcalledZabbixtomonitorchecksumsofcriticals ystemﬁlesevery10minutes andalertusviaemailandSlacknotiﬁcationonchange. Keystaﬀarenotiﬁedbyemailofsites beingdown,andreceiveautomatedalertsforout-of-datebackups(weusemultipleperserver) orsuspectreplicationperformance. WemonitorserverhealthwithZabbixandhaveautomatedalertsandvisualizations: LegalServerhascreatedanadministratortooltosafelyshowsomeofthisinformationinthe password-protectedAdminsectionofindividualsites,sositeadministratorscanalsoviewsome infrastructuredata. IncidentManagementPolicy LegalServerhasawrittenincidentmanagementpolicypublishedonourcompanyin tranet. The keystepsare: IncidentPreparation Discovery Notiﬁcation 39 Analysis Response Containment Prevention Restoration Documentation EvidencePreservation ExternalNotiﬁcation Assessment ReviewResponse ReviewPolicies LessonsLearned BackupandReplicationMethods ● Full-diskAmazonWebServicesSnapshotsarecreatedandstoredatdailyandthen ﬁve-dayintervals,includinga30-dayinterval ● Eighteenencryptedfull-diskAWSSnapshotsareretained,fromanyofwhichasitecanbe restoredinadisaster ● Newerinstancesutilizechangelogstorage,allowingpoint-in-timerecoveryforthe database. ItisexpectedthatallinstanceswillbeconvertedtothismethodbyJuly2024 ● Inaddition,databasesarealsoautomaticallybackedupaspartoftheAmazonRelational DatabaseService,or,fornon-RDSdatabases,saveddailyontot heAWSserveritself ● LegalServeralsoemploysanadditionalmethodofgeographicallyresilientreplicationthat assureswecanrestoreasiteevenifanentireAWSavailabilityzonebecomesinaccessible foranextendedperiodof time ● Additionalservices,includinghigherfrequencysnapshotsareavailableatanadditional cost Fail-overtime Almost instantly once the decision is made to fail over to replication, the main site can be shut downandredirectedtoaread-onlyreplicatedversionofthesite. In a real failover situation, there are site readiness checks and DNS issues our team must carefully examine before promoting a backup instance to production use. This takes from 15 minutes to about 90 minutes, depending on what we uncover regarding the cause of the disruption. Re-linking to documents can take additional time, depending very much on the size of the documentstore. 40 BandwidthRequirements The resource-intensive work of delivering LegalServer functionality happens on our servers, so bandwidth and end-user resource issues rarely present issues. Users with modern browsers and suﬃcient network resources to browse sites like wikipedia.org, amazon.com or gmail.com will ﬁnd LegalServer to be a fast and user-friendly experience. Standard mobile data plansalso provide plenty of bandwidth for a user, if your conﬁguration permits oﬀ-site access to LegalServer. We obsess over the milliseconds in loading time speed. Bursts of usage in your network, or issues with your local internet service provider may aﬀect the maximum download speed and uploadspeedyoushouldpurchaseforeachoﬃcelocation. LegalServerSecurity ApplicationSecurityandPasswords LegalServermakesuseofrole-basedaccesscontroltoensureuserscanonlyse einformation thatispertinenttothem.Alluseraccountsaretobeuniquetoasingleindividual,andatnotime isthesharingofaccountstobeallowed.Eachuseraccountmustbesecuredwithapassword consistentwiththepasswordpol iciesestablishedfortheclientsite.Yourpasswordpolicyshould guideusersinpasswordcreationandsite-wideresets,beyondthebaselineabsolutelyrequired byLegalServer. Alladministratorsshouldconsiderrequiringmul ti-factorauthentication(MFA) foralloratleastalladminusers,eitherbyleveragingLegalServer’sMFAfeatureorrequiringMFA aspartofasingle-sign-onsystemprovider. Passwords are not stored directly; instead, we employ industry-standard bcrypt with a cost factor of 10. User account login attempts will be signiﬁcantly slowed down after sequential incorrectpasswordguessesinordertomakepasswordguess inginfeasible. Seemoreonaccesscontrolhere: https://help.legalserver.org/article/1814-security-and-backups https://help.legalserver.org/article/1778-password-requirements-and-expiration The code base is hardened against software-level attacks, including mechanisms for combating SQLInjectionattacksandCross-sitescripting(XSS)attacks. Administrative users are urged to set user account permissions to the strictest permission set required for a user to perform his or her professional responsibilities. LegalServer oﬀers per-role permissions for every aspect of the site, including cases, calendar events, reports, 41 documents, staﬃng, and other functionality and modules within the system.Thesepermissions apply to all users within a role. Individualuserpermissionsareavailabletofurtherlimitthedata visibletouseraccounts. Administrators should consider only granting site administrators and other designated staﬀthe power to create base reports, since all ﬁelds and programs are available to report creators. However, reports can be locked to speciﬁc permission sets, which allows a report creator to createreportsforstaﬀthatarealreadypre-ﬁlteredforviewingpurposes. RestrictionsbyLocation This featureallowsadministratorstocontrolthetimeoutperiod,permissions,andabilitytologin based on the IP address the person is connecting from. Logins can be denied completely, to all users or selected roles, unless a user is connecting from a designated network. Importantly, a user's permissions for speciﬁc functions may be lowered when connecting from outside approved networks. An example is disallow any users to access reports from an external IP address. AgencieswhoforceaccessviaaVPNcanusethisIPaddresstooltorestrictaccesstoVPNusers andstillallowthemtoaccessLegalServerfromremotelocations. Securityprotocols Logins, sudo commands, and sudo authentication failures are logged via the standard Unix logging mechanisms. To force the use of “sudo”, root account passwords are set to a very long randomvalueafterinstallationandthendiscard ed. Our developer password and certiﬁcate authorities vary by role. Passwords are tested for complexity, and set up and changed via secure communication. Multi-factor authentication is enforcedfortoolsincludingGSuiteandAWSConsole. ServerSecurity Unless otherwise noted, all LegalServer services run on Debian Linux. We use an industry-standard, hardened set of packages to provide our services. Each server runs PHP, Apache2, and PostgreSQL, as well as several trusted packages to extend the functionality of each. The list of installed packages is very closely scrutinized, and all packages are kept up-to-date to combat the latest vulnerabilities. New packages cannot be installed without a thoroughvettingprocess. PSTI servers are only accessible on a technical need-to-know basis. User accounts are only created fordeveloperswithaneedtodoworkontheservers.Developersareencouragedtouse secure keys to accessservers.Incaseswhenpasswords areused,averystrictpasswordpolicyis 42 in place to ensure dictionary or bruteforceattacksarenotsuccessful.Datacenteremployeesdo nothaveaccountstoaccessourservers. Client data is considered secret, and no client data will be disseminated, published, or distributed to any third party without a speciﬁc request from the client. See our contract for moreinformation. TransportLayerSecurity PSTI employs industry-standard Transport Layer Security (TLS) with wildcard certiﬁcates provided by GeoTrust Inc (A division of Symantec). PSTI’s TLS setup includes support only for modern ciphers that are consideredtobesecure.Wedonotallowweakorvulnerableciphersin our TLS conﬁguration (i.e. RC4). TLS provides transport-layer encryption for client data and protects users against man-in-the-middle and traﬃc sniﬃng attacks. Every aspect of the site is protectedwithTLS,includingtheloginpagesandanyapplicableAJAXcallbacks. For Transport Layer Security, LegalServer uses TLS 1.2+ with forward secrecy and only High Strengthciphers>=112-bitkey.LegacystandardsTLS1.1,SSL2andSSL3aredisabled. ConﬁrmourtestresultshereatSSLLabs: https://www.ssllabs.com/sslt est/analyze.html?d=demo4.test.legalserver.org Vulnerability&PenetrationTesting All PSTI servers are routinely monitored for security vulnerabilities via nightly scans using an industry-standardvulner abilityscanningtool(Nessus). 43 All “Critical” and “High” severity vulnerabilities are patched promptly. “Medium” vulnerabilities aregenerallypatchedwithin72hours. We use a tool called fail2ban to mitigate intrusion attempts and monitoring on user account ﬁles/actions. Every developer login is logged. We use Zabbix to monitor checksums of critical systemﬁlesevery10minutesandalertu sviaemailandSlacknotiﬁcationonchanges. ControlsandSeparation Each client is placed in a separate AWS database with separate authentication. This prevents a softwarebugfromallowinginformationtocrossac lientboundary. Security rules are implemented to prevent unauthorized communication between internal systems. TheLegalServerapplicationisrunasanunprivilegeduserwithlayersofprotection. Subnetworks are logically separated from internal networks. Managed interfaces deny network communications traﬃc by default and allow network communications traﬃc by exception (i.e., denyall,permitbyexception)forinboundtraﬃc. 44 AWSSecurityDocumentation Multi-factor authentication is required for our staﬀ to access the AWS consoles. Permissions varyaccordingtoourstaﬀ’snecessaryf unctions. See the AWS Security Whitepaper for more information regarding AWS security protocols. LegalServer uses Amazon Elastic Block storage (EBS) volumes, and S3 storage for point in time snapshots. WehaveourownadditionalreplicationmethodtoanotherAWSregion. Regarding S3, Amazon says: “Durability and Availability Amazon S3 Standard storage and Standard-IA storage provide the highest level of data durability and availability on the AWS platform by automatically andsynchronouslystoringyourdataacrossbothmultipledevicesand multiple facilities within your selected geographical region. Error correctionisbuilt-in,andthere are no single points of failure. Amazon S3 is designed to sustain the concurrent loss of data in two facilities, making it very well-suited to serve as the primary data storage for mission-critical data. In fact, Amazon S3 is designed for 99.999999999 percent (11 nines) durability per object and99.99percentava ilabilityoveraone-yearperiod.” AWSGovCloud LegalServer can host your instance in AWS GovCloud as an optional add-on service. AWS GovCloud is hosted in isolated AWS Regions designed to allow U.S. government agencies and customers to move sensitive workloads into the cloud. This AWS service intends to address compliancerequirementsforFedRAMPandCJIS,amongothers. WrittenSecurityPolic ies&Procedures We have a written Security Policy and speciﬁc policies regarding workplace equipment and passwords,forinstance. Common developer tasks in LegalServer have guidance in our intranet entries, which provide contextualremindersandchecklistsforourmanytoolsandoperations. We have a policy to keep all oursoftwarepackagesup-to-dateusingautomatedtoolstolookfor andwarnusofdependenciesthatneedupdates. Firewall AWS’sﬁrewallallowsustowhitelistspeciﬁcIPsubnetsandportranges.Wetakenormal precautionswithourﬁrewallrules,butbuildininternalauthenticationandextrasecu rity protocolsforextraprecautionintheeventofanattackercircumventingaﬁrewall. 45 Insurance Seeinsuranceprovidedonthenextpage. 46 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. INSURER(S) AFFORDING COVERAGE INSURER F : INSURER E : INSURER D : INSURER C : INSURER B : INSURER A : NAIC # NAME: CONTACT (A/C, No): FAX E-MAIL ADDRESS: PRODUCER (A/C, No, Ext): PHONE INSURED REVISION NUMBER:CERTIFICATE NUMBER:COVERAGES IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. OTHER: (Per accident) (Ea accident) $ $ N / A SUBR WVD ADDL INSD THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. $ $ $ $PROPERTY DAMAGE BODILY INJURY (Per accident) BODILY INJURY (Per person) COMBINED SINGLE LIMIT AUTOS ONLY AUTOSAUTOS ONLY NON-OWNED SCHEDULEDOWNED ANY AUTO AUTOMOBILE LIABILITY Y / N WORKERS COMPENSATION AND EMPLOYERS' LIABILITY OFFICER/MEMBER EXCLUDED? (Mandatory in NH) DESCRIPTION OF OPERATIONS below If yes, describe under ANYP ROPRIETOR/PARTNER/EXECUTIVE $ $ $ E.L. DISEASE - POLICY LIMIT E.L. DISEASE - EA EMPLOYEE E.L. EACH ACCIDENT ER OTHSTATUTE PER LIMITS(MM/DD/YYYY) POLICY EXP (MM/DD/YYYY) POLICY EFF POLICY NUMBERTYPE OF INSURANCELTR INSR DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) EXCESS LIAB UMBRELLA LIAB $ EACH OCCURRENCE $AGGREGATE $ OCCUR CLAIMS-MADE DED RETENTION$ $PRODUCTS - COMP/OP AGG $GENERAL AGGREGATE $PERSONAL & ADV INJURY $MED EXP (Any one person) $EACH OCCURRENCE DAMAGE TO RENTED $PREMISES (Ea occurrence) COMMERCIAL GENERAL LIABILITY CLAIMS-MADE OCCUR GEN'L AGGREGATE LIMIT APPLIES PER: POLICY PROJECT LOC CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) CANCELLATION AUTHORIZED REPRESENTATIVE ACORD 25 (2016/03) © 1988-2015 ACORD CORPORATION. All rights reserved. CERTIFICATE HOLDER The ACORD name and logo are registered marks of ACORD HIRED AUTOS ONLY 6/24/2023 Joseph M Wiedemann & Sons Inc 505 E. Golf Road, Suite A Arlington Heights IL 60005 847-228-8400 847-228-8505 certificates@jmwsons.com Continental Casualty 20443 PSTECHN-01 Continental Insurance Company 35289 PS Technologies Incorporated PO Box 221154 Chicago IL 60622 653171577 A X 1,000,000 X 300,000 10,000 1,000,000 2,000,000 X 6025388569 10/16/2022 10/16/2023 2,000,000 A 1,000,000 X X 6025388569 10/16/2022 10/16/2023 A X 3,000,000 7012035089 10/16/2022 10/16/2023 3,000,000 X 10,000 B X 7012942974 9/22/2022 9/22/2023 1,000,000 1,000,000 1,000,000 A Errors & Omissions Cyber Liability 6011234718 2/11/2023 2/11/2024 Each Claim Aggregate Limit Each Claim 2,000,000 4,000,000 1,000,000 Evidence of Coverage Bid Zip RFP #4548/RTVision_742294/TabulationByVendor_RFP#4548_orgId_742294.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: RTVision Page of 1 1 General Comments: General Attachments: County of Hawai`i RFI 4563, RTVision response.pdf Bid Zip RFP #4548/RTVision_742294/County of Hawai`i RFI 4563, RTVision response.pdfProject & Construction Management Software for the Department of Public Works, County of Hawai`i Project & Construction Management Software for the Department of Public Works, County of Hawai`i RFI NUMBER: 4563 APRIL 08, 2024 AT 4:00 PM HST Project & Construction Management Software for the Department of Public Works, County of Hawai`i 2 www.rtvision.com RTVision, Inc. www.rtvision.com On behalf of RTVision, it is my pleasure to submit our official response to the County of Hawai`i RFI for Project & Construction Management Software and act as the primary contact during the RFI process. RTVision is a software company, headquartered in Minnesota, that has worked with local government agencies for over twenty years; providing Engineering and Public Works Departments with operational efficiency applications for asset management, program management, project management, time management, permit management, and construction management. Our products have all been developed in partnership with local government agencies and we continue to invest heavily in our products, driven from local government user expertise. Customer success is RTVision’s primary goal. We have a 100% successful install rate, 98% customer retention rate, and customers rate our support as 4.8/5.0 stars. RTVision prioritizes our customer’s ROI by continuously adding features that improve operational accuracy and efficiency, while offering some of the most competitive prices in the industry. We are thrilled by the prospect of collaborating with the County to implement a project management system tailored to the needs of the County. Your consideration of our services is greatly appreciated, and we are fully committed to delivering a solution that exceeds expectations and contributes to the County’s success. Sincerely, Marc Rood Business Development Director E: marcr@rtvision.com P: 651 333 9236 Project & Construction Management Software for the Department of Public Works, County of Hawai`i 3 www.rtvision.com About RTVision Since 1999, RTVision has worked with Public Works and Engineering Departments in counties across the United States. It is our mission to advance the ability to manage, plan, construct, and maintain infrastructure through innovative software solutions. We have unique knowledge and extensive experience in working with US counties, which sets RTVision apart from many of our competitors. RTVision has nearly 400 product installs at US counties and cities, and our OneOffice project management application is in use by over 130 US counties and cities; providing operational efficiencies for local government of all sizes. Products include: Project and Activity time tracking, permitting, asset management, CIP/project management, right of way acquisition management, construction management. While our systems integrate to provide a comprehensive project lifecycle and provide the ability to work with a single vendor across multiple facets of operational processes. Project & Construction Management Software for the Department of Public Works, County of Hawai`i 4 www.rtvision.com The OneOffice Platform The OneOffice name comes from the goal of having a single location or ‘office’ that can be used to either conduct or link with all Highway or infrastructure related operational processes. The OneOffice platform has modules for capital improvement planning/program management, right of way acquisition management, construction management, public issue reporting, asset and work order management, time and activity tracking, as well as permitting. OneOffice is API-based and can easily connect with other systems; across our different modules we integrate with over 50 different applications. OneOffice implementation begins with a default setup/structure that all customers use as a starting point. OneOffice can then be customized, enabling the County to configure the database, web pages, and workflow processes necessary to meet unique project needs and providing the ability for the County to modify any part of the platform and add new data relevant to their agency or State. This can be done via Administration, or package installs. Package installs allow for new sections and functions to be added to the application on an individual agency basis, at the optimal time for each agency. The customization capabilities, combined with the default setup and package install options empower the County to tailor the platform to current needs without a costly and time-consuming implementation process; and also ensures that the County has flexibility for rapid adaptation of changing requirements and project scopes without requiring development work. General functionality available in OneOffice includes: • Low-code tools to customize the database, pages, forms, and menus without requiring software programming • Access control rights to allow for user access rights to be specified, down to the field level • API-based to make third party integration options easier and more robust • Audit history details show each database change made, tracking changes to any table in the customizable database, providing the username, previous record, current record, and date/time stamp • Mobile-enabled interface to use software on any mobile device, as well as in an ‘offline mode’ for areas with poor or no Internet access • Modern user interface that can be used with any modern, supported browser • Customizable document templates and reports Project & Construction Management Software for the Department of Public Works, County of Hawai`i 5 www.rtvision.com • Location based data tracking for inspection notes entry, material tests, punch lists, and more • Digital signatures via federally approved RSA method • Complies with local, state, and federal requirements (has gone through several state and federal audits) • Integrations with Microsoft Office (Word, Excel, Outlook), Dropbox, ESRI, financial systems, and more • Reports and data can be printed right from the application or exported to a .CSV file • Compatible with use to upload/download any file type • Supported on any modern browser and device OneOffice is a SaaS solution, hosted on Amazon Web Services. The application can be accessed from any browser, on any device, and promises 99.95% uptime availability. The application has built in redundancy on AWS and has also encrypted backups to an ‘off AWS’ SSAE18 location to provide extra assurances of business continuity across all disaster recovery scenarios. Security is a focal point of the application; all data is encrypted at rest and in motion. The OneOffice platform follows continuous integration and continuous deployment practices to provide new functionality, improve performance, and enhanced security with automated update processes. Updates are scheduled and processed overnight (between 2 AM and 3AM CST), during which time the County’s site would be inaccessible for a couple of minutes. These updates are part of the application annual licensing costs; there are no costs to upgrade or have access to new releases. Customers have access to a product roadmap which not only allows the County to see upcoming releases in the next few months, but also allows the County to vote and provide input on potential new features. RTVision uses customer feedback extensively in order to determine what new features are added and prioritization for adding those new features. With the online product roadmaps, customers have broader visibility about upcoming changes and can even be notified as their individual requests are worked on and released. With RTVision’s focus on local government agencies, requests from other customers are typically found to be globally beneficial across different states and agency sizes. Project & Construction Management Software for the Department of Public Works, County of Hawai`i 6 www.rtvision.com Pricing Details RTVision software is sold as SaaS and billed annually. Implementation and training costs are a one-time fee. Implementation fees are billed half upon contract execution, and half upon completion. Our support and maintenance fees are included in our annual subscription pricing. We are recommending the following OneOffice modules to accomplish the goals outlined in the RFI: • OneOffice for CIP • OneOffice for Construction Management • OneOffice for Consultants (consultant partner management) • ConneX for OneOffice (external user management) Please find high level pricing information and descriptions for all these modules below. OneOffice CIP for project management / capital improvement planning from budget management to scenario modeling and reporting. Pricing is based on annual capital budget tiers. The tier range that includes $27M is $4,000/year for unlimited users. There is a 20% subscription discount if using the OneOffice Construction Project Management module. This would reduce the OneOffice CIP subscription fee from $4,000 to $3,200 if purchased with OneOffice Construction Project Management. The implementation and training fee for this module is $2,500. OneOffice Construction Project Management manages projects from early planning phases through inspections and payments. Efficiently manage infrastructure and maintenance projects in a customizable application that keeps all project stakeholders coordinated with real time communication and collaboration tools. Pricing is based on the number of employee user licenses required. The per user license fee is $1,250/year; If read-only licenses are needed, the annual cost is $250/license. Subscription discounts are tiered based on the number of licenses. Subscription discount: · 10-15 licenses = 4% discount (per license) · 16-19 licenses = 8% discount (per license) · 20-25 licenses = 12% discount (per license) · 26-29 licenses = 16% discount (per license) · 30+ licenses = 20% discount (per license) Project & Construction Management Software for the Department of Public Works, County of Hawai`i 7 www.rtvision.com Implementation and training costs are based on the number of user licenses. The first tier includes up to 50 user licenses and has a one-time fee of $5,000. OneOffice Consultant provides consultant partners access to project information. Pricing is based on annual capital budget tiers. The $20M - $39.9M tier is $5,000/year for an unlimited number of consultant user accounts. ConneX for OneOffice is free for an unlimited number of external users. ConneX provides external user account management and access to agency specified project information. Project & Construction Management Software for the Department of Public Works, County of Hawai`i 8 www.rtvision.com RFI Functionality Team collaboration – centralize collaborative work, share deliverables, communication within the team One of the key features of the OneOffice platform is the ability to provide a centralized workplace that improves communication and collaboration for both internal and external stakeholders. The application is API-based so that it can easily connect with other systems, ensuring that all related data can be accessed and analyzed from a single location, with real-time data. Access control is granted to the field level, based upon the user’s role. This ensure that each user is granted with only the access that they need, improving security. Access control details the ability to be able to add, edit, delete, and view data providing the up most degree of customization. OneOffice can also be used by external stakeholders, based upon the role and function they need to provide to collaborate on the project. This includes, consultants, contractors, winning contractors, state agency officials, and other County departments. OneOffice has over 3,000 contractors, subcontractors, consultants, and other organizations who access customer OneOffice applications daily, as external stakeholders, to view reports, sign documents, download/upload information, provide submittals, and more. External stakeholders utilize their own project management tool, ConneX, which provides the ability for them to manage account information, view relevant tasks, documents, and other assignments that the County has requested in order to collaborate and manage the project. This alleviates the time-consuming process of exporting data from OneOffice to send to external users, which then may need to be downloaded, updated, uploaded and resent back to the County; taking time and using an often-disruptive process that opens up room for human error. Examples of ConneX access use cases: Consultant access to assist in management of key areas of the project. The County sets up the consultant, per contract, and the areas of the contract that the consultant will help manage. The consultant uses their ConneX access to manage their accounts, assign users from their agency and even view a consolidate list of managed projects to provide more intuitive oversight of their role in the project management. Contractor/winning contractor access Project & Construction Management Software for the Department of Public Works, County of Hawai`i 9 www.rtvision.com Contractors can access specific contracts based upon the need to download plans, view project data, sign documents, complete task lists, create submittals/RFIs and other areas that are needed to effectively work with the County, real-time. ConneX provides the ability for contractors to manage their accounts, but also provides a single dashboard to manage their project assignments from an intuitive interface; especially beneficial if the contractor is working with the County on more than one project or in various capacities. While email notifications are also used to inform users of required actions that need to be taken, emails can be easily lost in the shuffle of email inboxes. State officials or other Departments Other departments or state officials may often need to view or even approve documentation. While the application can automatically email external users when documents or data is made available for them to view, the ConneX site provides the ability to query historical documents and data without having to search through emails and other saved documents. State officials can log into ConneX to query specific documents by date, type, and agency to be able to view information real-time. Sample ConneX contract dashboard view Project & Construction Management Software for the Department of Public Works, County of Hawai`i 10 www.rtvision.com Task management User task assignments can be added individually or as part of a broader schedule. Task assignments include identification of impacted items, location, estimated duration, descriptions, assignment and dates. Actual hours are added to each task to calculate a percent complete per task. As tasks are assigned, users can determine, in the user notification center, if they would like to be notified with new or edited assignments. Contractor task assignments can also be added to address items/issues outlined in punch lists. Each punch list can contain one or more assignments or issues that need to be addressed. The issues can include information such as photos, descriptions, and exact location of the issue to aid the contractor in completing the work. Once addressed, contractors can mark the task or issue as complete, and the County can either accept or reject the issue. With the ability to assign tasks to external parties, all data is securely stored in OneOffice and users only have access to the required fields and areas based upon the task assignment. Tasks related to RFIs and Submittals can also be assigned to users for comments and feedback. Task metric view Punchlist view example Project & Construction Management Software for the Department of Public Works, County of Hawai`i 11 www.rtvision.com Planning and scheduling Budgeting Project budgets can be added to generate multi-year plans or programs. Project budgets can be easily copied from similar project budgets, and users can also track multiple versions of a budget. This provides the ability to utilize scenario modeling when comparing programs with different versions of project budgets and also provides the ability to keep historical versions of budgets as funding availability and project plans change. Estimating Project quantities can be added into OneOffice by searching and adding items from a spec book/item list, importing items from a spreadsheet, or copying items from a similar project. Historical prices are available to assist in the creation of project estimates. Once your project item quantities are in the application, various reports like an Engineer’s Estimate and Schedule of Prices can be automatically generated. When funding is added, project quantity reports can be created to show each project quantity by funding source. All reports can be printed from the application or exported in a .CSV file. Funding setup is used at the item funding level and is used when generating pay estimates. Reports can easily be generated, showing funding allocation and funding use breakdown by item in over a dozen different funding breakdown and viewing options. Historical pricing queries and reports are available to create detailed estimates using historical bid values. Scheduling Project scheduling is setup in OneOffice by importing a schedule from another source, like Microsoft Project, by adding a project specific schedule, or by utilizing a template in OneOffice to generate a project schedule. Each schedule can be shown in a calendar view, a task list view, or a Gantt chart view. The schedule can be viewed for all users at once or for individual users as well. Schedules can also be incorporated into the project item setup. Items can be grouped by item categories and funding categories, and often schedules are used for this purpose. Additionally, schedule Project & Construction Management Software for the Department of Public Works, County of Hawai`i 12 www.rtvision.com assignments can be generated and tied to items. Inspectors can easily view items by schedule and reports can be shown that group the items by schedule. Progress schedules can be added or imported, and tasks can be assigned and tracked per user. The project schedule can then be viewed for all users or specific users, in a task list view, calendar view, or Gantt chart view. A Resource Report compiles all project schedules into one view so the City can easily see if a resource is overscheduled based upon overlapping project schedules. Item category schedules Project & Construction Management Software for the Department of Public Works, County of Hawai`i 13 www.rtvision.com Allocating and managing resources Resource schedules include the task assignments and allocations across all active projects. Employees can use the resource report as a way to view assignments for the month across all projects (from a task list view or calendar view), while supervisors and project managers can utilize the report to view if employees are over or under-utilized. Additionally, the report shows a total scheduled hours for each employee so PM’s can quickly see if a resource is being over-utilized and may require changes to the project milestones or risk projects falling behind schedule. Time Tracking Each task assignment provides the ability for users to track actual hours against the tasks estimated duration. Reports can display hours tracked based upon the user, project, and date range to provide various totals. Additionally, RTVision has a more robust time and activity tracking module that provides the ability for agencies to post non-project related time (i.e. maintenance activities, equipment repair activities, time off), equipment usage, inventory usage and more. This module also integrates into RTVision’s Asset Management system and over 20 different payroll systems. Resource Management report Project & Construction Management Software for the Department of Public Works, County of Hawai`i 14 www.rtvision.com Document management OneOffice is used for both document creation and document storage. Any custom documents or reports (i.e. contract changes, payments, etc.…) can be automatically generated and populated using data from OneOffice, via an API integration with Microsoft Office. If changes are required, various versions of the document can be saved in OneOffice providing an audit trail and historical tracking of documents. OneOffice has a built in, federally approved, encryption algorithm for electronic signatures that is available ‘out of the box’. This prevents the need to for the County to purchase other systems for electronic approval of documents. All signatures can be verified within the application for authenticity and compliance. However, if another system (like Adobe or DocuSign) is used, an API integration could be used to integrate with OneOffice as well. The electronic approval process provides the ability for the County to save pre-determined approval workflows, based upon the document or process, and request signatures from any internal or external individuals. As part of the approval process, comments and supporting documentation can also be included in the approval requests. OneOffice document management also provides the ability for users to upload information, of any file attachment type, to be stored and accessed through a customizable document folder structure. These can be attachments or documents that are generated outside of OneOffice and maintained in OneOffice to keep all relevant project information in one location. If the document is generated elsewhere, it can still be uploaded into document folders in OneOffice and optionally routed for electronic signatures. OneOffice accepts uploads of any file type, but if the County also wants to restrict uploading of only certain file extensions, that can be setup in the application as well. Documents and communications can also be imported into OneOffice from Outlook email. Since many documents originate from emails, this integration will aid in the document management process by allowing OneOffice users to select email(s) that they would like to send into OneOffice, and include the subject, body and all attachments of the email. Through this way, the Parish can share and maintain vital project information from both emails and emailed attachments. OneOffice has a robust key word search option that will search through all text of the email and provide the user with results to identify any emails where keyword(s) were used. Project & Construction Management Software for the Department of Public Works, County of Hawai`i 15 www.rtvision.com A Document Approval Status dashboard shows the status of any documentation that has been setup for electronic approval. This helps the County in quickly seeing outstanding approvals, across all projects; and individual users can easily see any requested signatures from one location. Document Approval Status Dashboard Project Documents Folder Project & Construction Management Software for the Department of Public Works, County of Hawai`i 16 www.rtvision.com Monitoring and measuring work OneOffice has a number of tools, reports, and ‘out of the box’ functionality specifically for monitoring and measuring work performed. Based upon the status that the project is in, relevant monitoring and measuring tools include: Planning o Budgets vs actuals by year and allocation type/cost type: Create tabular or chart reports that compare budgeted values to actual values, broken down by allocation, cost types, and year o Allocation balances and forecasted values: View forecasted funding/allocation balances that will remain at the end of each fiscal year based upon various program and project scenarios o Contract balances: Monitor master agreement and contract balances to quickly see remaining balances and payments over specified timeframes o Payment reports: Track payments made, approvals received, GL accounts impacted across all payment types o Milestone reports: Create milestones for projects in the early CIP phase, ROW, or in Construction to be able to monitor progression of estimated, adjusted, and actual dates for each milestones o Project status report: generate monthly status reports that display key statuses by risk level (warning – red; caution – yellow; positive – green), including budgets, scope, schedules, contracts and more. Provides these reports to commissioners or stakeholders with a PDF export, or real-time access. These reports can be ‘rewound’ to see historical values from past months as well, displaying project progression. o Program reports and budget books: program level reports break and budget books show the funding and expense breakdown for all projects grouped into a multi-year program. With over 50 reports out of the box, the report generator allows you to easily create and save favorite reports, including preferred output options (tabular, bar chart, pie chart). Bidding o Plan holder lists and addenda review lists: Track plan holders and monitor addenda viewing by each plan holder to ensure that all bidders have reviewed changes. Project & Construction Management Software for the Department of Public Works, County of Hawai`i 17 www.rtvision.com o Online bidding: online bidding provides the ability for contractors to submit unit prices and required documentation, all online easily and securely. o Bid Analysis: View and analyze bid values per bidder, including average prices, percent over/under the estimated prices and more. All unit prices automatically get added to historical pricing to aid in future project estimation. Bid Abstract Analysis Construction o Item Transactions: Record item transactions to not only automatically update funding actuals/progression reports but also to generate payment progress documents o Contractor Progress Payments: Automatically generate payments, by date, for item transactions entered/work certified progress. Retainage is automatically calculated and factored into payments. o Contract Overview: Monitor project progression across all projects in construction, from a single report overview o Item Variance and over/underrun: Measure item over/underrun values by project or historically across all projects o Financial reports: View estimated and actual funding reports as items are paid in construction. Dozens of funding related reports can be generated measuring work completed, by payment(s) or for project(s) Project & Construction Management Software for the Department of Public Works, County of Hawai`i 18 www.rtvision.com o Material tests: Setup rules, per item, to be notified if items on the project require material testing, including test(s) required and test parameters. Record pass/fail test results to easily view any potential material issues. o Risk register: Record, categorize, and rate potential risks to monitor risk levels per project or program o Meeting minutes: Measure and record scheduled meeting information to ensure all parties have access to material from a centralized location o Tally sheets: Measure installation of granular items through use of tally sheets. As tally sheets are recorded, the user can automatically convert the entries into a transaction for payment o Material on hand/stockpile: MOH is added and can be used through transactions. MOH reports show remaining values to measure work progression o Fuel Index escalation: Items impacted by asphalt or fuel escalation indices are noted and escalation/de-escalation values automatically measured as transactions are added. o Daily inspection logs and reports: Daily inspection logs can be added to include information such as: contractor data, equipment usage, hours worked/delayed, notes, weather, and photos/attachments. Notes and attachments can be geo-tagged to be identify x,y coordinates for data and even integrate this data into GIS systems. Each inspector can generate their own logs and information can be displayed in daily and weekly reporting formats. Tags can be added to quickly query for common information across all contracts, and keywords can be searched for in order to quickly find potential issues. Custom documentation can be created in the application to fulfill City and/or State documentation and reporting requirements. The Item Record Account and Inspection sections are also available in an ‘offline’ mode to ensure inspections can be completed, even without Internet access. The OneOffice application is mobile-enabled and can be used on any device, using features such as cameras and voice to text for completing inspections. Project & Construction Management Software for the Department of Public Works, County of Hawai`i 19 www.rtvision.com Geo-tagged Notes and Photos Inspector Daily Report Project & Construction Management Software for the Department of Public Works, County of Hawai`i 20 www.rtvision.com Financial interface – project spend and performance An API integration can automatically send project spend data into the financial system, detailed by account code. Additionally, payment confirmation data can also be pulled into OneOffice to provide further definition of payment details. In Construction, work certified (project spend) is automatically determined based upon the inspected quantities dates, payment date, and documented retainage percents or dollar values. If a direct API integration is not desired, a spreadsheet (csv, xls) file can also be generated to upload into the financial system. The file output structure can be defined by the County so that if the export structure changes in the future, development work would not be required. RTVision currently integrates into a number of different financial systems, including global systems like Oracle Peoplesoft, as well as more regional systems like CHEMS. Project spend performance reports in OneOffice not only provide details related to payments, but they also provide details related to the budgeted vs actual expenditure and allocations by type and year. There are over 100 ‘out of the box’ financial reports that can be created for individual projects or for programs. In addition to actual performance metrics, forecast and inflationary reports provide valuable insights into future changes in budgetary needs and potential risks. Allocation balance information provides insights on revenues remaining by funding source, both current and forecasted for the future. These reports can aid the County when performing scenario modeling on different versions of program budgets. Funding Allocation Project & Construction Management Software for the Department of Public Works, County of Hawai`i 21 www.rtvision.com Contract management Contract management details are comprehensively tracked in OneOffice, including project tasks, payments, contract document generation, contract approvals, effective dates, amendments, remaining value, and more. Master agreements are used to track and monitor an agreement with a vendor that covers tasks tied to different projects. Payments can be tied to the project task and master agreement, allowing the County to track remaining balances for tasks, master agreements, and remaining values to be allocated. Project contracts can also be added if the contract is correlated to a specific project. Contract payments are also managed and can include itemization by account codes for financial reporting and integrations. Contract payments automatically correlate to the project budgeted costs to produce real-time budget vs actual reports, over-under run costs, as well as projected values. Contract management also works in conjunction with Vendor Management queries and reports, which provides the ability for the County to look up specific organizations to see open contracts, track pending document signatures, view recent payments, and other important vendor related functions. Contract management data example Project & Construction Management Software for the Department of Public Works, County of Hawai`i 22 www.rtvision.com Change order management In Construction contract changes, like change orders, can be added and tracked in OneOffice. This provides the ability for agencies to modify item quantities and/or add new items. Item funding can be added and updated at any point during the contract management process. If the County has state or County required change order documentation, that can be added into OneOffice to automatically generate those documents and reports. Once approved (via static approval or electronic signatures), transactions can be added to change orders and pulled into progress estimates. Working and calendar days can also be adjusted through the change order process. As contract changes are added, various project metrics are updated in the Item Record Account to display revised completion totals and percents and change information can also be displayed in payment estimates. As part of the general contract management process, amendments and addenda can also be added to document any type of change to the project, regardless of the phase and status. Contract Change document generation and approval example Project & Construction Management Software for the Department of Public Works, County of Hawai`i 23 www.rtvision.com Reporting and dashboards – canned reports and ability to customize Utilizing cutting-edge technologies not only enhances the efficiency and productivity of OneOffice but also enables seamless integration with various tools and applications, enhances user experience, improves data security, and provides advanced data-driven decision making within the County. The OneOffice application has over 100 different reports, out of the box, however the County also can modify existing reports and/or create new reports as well. Throughout the application various dashboards are also used which display analytics and data insights in an intuitive, and ‘quick to read’ interface. A dashboard section is accessible to specified user roles that displays dashboards based upon information applicable to each phase of the project. Nearly 50 different types of charts/graphs can be used on these dashboard views. Reports can also be displayed in tabular views and exported into XLS or CSV files. All reports can be printed directly from the application or saved as a PDF file as well. With the robust access control rights, reports and dashboards can also be shared with external stakeholders. Throughout OneOffice, users can optionally tag locations of data and metadata from photos is automatically imported, which includes the geotag/location of the photo. Map reports provide the ability for users to show/hide different fields that track location to see the tagged location of records from a map view, including summarized details. This is extremely beneficial when looking up historical information, even if you don’t know the project number/name. As inspection records are added, ‘common tags’ can optionally be added to the records which allows the County to use map reports to see where tags like ‘issue’, or ‘injury’ were added across all active projects. Links to the exact entry are included in the tag report to not only visually show the location on a map, but to also bring the user directly to where more details can be obtained. Map reports are an effective means to display project details for more efficient data consumption and data-driven decision making. Through geo-spatial representation and analysis, users can identify patterns and correlations that may otherwise go unnoticed through viewing a tabular report. Map reports can also enhance communications and transparency among stakeholders through enhanced visual representation; and provide an effective way to query historical records and data in future years. All changes made in the application are tracked in an audit log and are displayed in Audit Reports, allowing the County to monitor access and project changes. Information included is the user, date/time stamp, field impacted, and change made (i.e. edit, delete, insert,). This not only provides a Project & Construction Management Software for the Department of Public Works, County of Hawai`i 24 www.rtvision.com comprehensive audit trail but can also be used by the County to monitor use of the application and rollback data entry mistakes. Example map report/data query Dashboard Examples Project & Construction Management Software for the Department of Public Works, County of Hawai`i 25 www.rtvision.com Dashboard Examples Project & Construction Management Software for the Department of Public Works, County of Hawai`i 26 www.rtvision.com Customization examples Menus: Menus can be customized by adding new options, limiting options or ordering by the role of the user, or editing names to be more relevant to the County’s nomenclature. Each user role can configure their own menu in an intuitive drag and drop interface. Role-specific Menu Configuration Access control: Access control is role based and can be limited to the field level, but more commonly to the table. Default access control is setup for external users (like consultants and contractors) where the user can easily grant access to specific tasks, projects, or other areas without needing to go through access control setup to do so. However, access control setup can be used to grant access to other areas or roles if not part of default setup options. Data sections and Fields: Data sections/tables and fields can be added to create new sections of the application, without development. Users can easily step through the process of naming the field, selecting the type of field (i.e. text, attachment, geo location, date, currency, single/multi select dropdown, checkbox, etc.…) from dozens of different data type options, add field restrictions (i.e. only 4 characters), field requirements, dropdown menu options, description or user help information, and more. The application is built to be customized, without requiring development work, and the County is trained on how to make these changes in the application. Color Themes: The County can set the site color themes and backgrounds used, including on dashboards. This provides the ability to create continuity between the County website and any public pages. Project & Construction Management Software for the Department of Public Works, County of Hawai`i 27 www.rtvision.com Site custom color theme and banner example Packages: The OneOffice packages section allows customers to add configuration options and integrations to their site, without cost. The County can implement only the features and functions they would use. As new integrations and functionality is made available, the County can optionally add these features to their environment. Package install example Bid Zip RFP #4548/Synaptec Software, Inc._234463/TabulationByVendor_RFP#4548_orgId_234463.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Synaptec Software, Inc. Page of 1 1 General Comments: Attached is our response to the above RFP. Please call or email with any questions. General Attachments: LawBase resonse to RFP 4548.pdf Bid Zip RFP #4548/Synaptec Software, Inc._234463/LawBase resonse to RFP 4548.pdfHI County RFP LawBase response.docx LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 1 CONFIDENTIAL | DO NOT RELEASE Response To: County of Hawaiʻi Request for Proposal 4548 Case Management System for The Office of the Corporation Counsel May 6, 2024 Proposed Solution: LawBase Synaptec Software, Inc. Vendor Representative: Mark Seckinger Account Director, Synaptec Software, Inc. Email: mark.seckinger@lawbase.com Phone: 720-536-3208 FEIN: 84-122-7857 Small Business Rating LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 2 CONFIDENTIAL | DO NOT RELEASE 3800 Buchtel Blvd. Suite 101928 Denver, CO 80210 (303) 320-4420 May 6, 2024 Purchasing Division Department of Finance County of Hawai‘i 25 Aupuni Street, Suite 1101 Hilo, Hawai‘i 96720 RE: LawBase Response to RFI 4548 Case Management System Enclosed is our RFI response for LawBase Case Management System for the Office of the Corporation Counsel. We believe that LawBase is an excellent partner to help migrate from the current system and leverage the power of LawBase. Notable clients with similar requirements are Harris County, The Metropolitan Government of Nashville and Davidson County, Yakima County, and many other government agencies. We are also adept at integrating with Laserfiche. With our 40-year history developing case and matter management software backed by a world-class support team, LawBase is would like to be your partner for this important project. Please contact me directly if you have any questions. We look forward to earning your business. Very truly yours, Phil Homburger President and CEO LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 3 CONFIDENTIAL | DO NOT RELEASE Table of Contents Table of Contents ....................................................................................................................... 3 C. Executive Summary ....................................................... ........................................................ 4 D. Company Background ........................................................................................................... 5 E. Technical Specifications and Functional Requirements: ........................................................ 7 F. Implementation, Project Management, Training and Ongoing Support:............ .....................10 G. System Reporting, Data Migration and Integration: ..............................................................14 H. Cost Proposal ........................................ ...............................................................................15 LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 4 CONFIDENTIAL | DO NOT RELEASE C. Executive Summary Company History LawBase has been providing case management solutions for government agencies, corporate legal departments, and law firms of all sizes since 1979. It is precisely our experience that makes us the best prospective partner of an automated case management system for County of Hawai‘i. LawBase case management allows you to use your own vocabulary, organization and presentation style. LawBase allows each user to have individual security settings, thus seeing only the information necessary for performing specific functions in the office. LawBase is entirely adaptable, and with input from your team, our consultants work to create a solution that is unique, intuitive, and practical. Our employees work as a cohesive team through the implementation and day-to-day use of LawBase. We do not use sub-contracted employees. Our corporate philosophy is to create “legal software that thinks the way you do.” We achieve this by maintaining a wide variety of technological options, including our interfaces, installation options, and by maintaining our adaptable database structure, giving clients the ability to create a unique LawBase database that suits their specific needs and business processes. As a best-of-breed case management system, we believe LawBase is an excellent fit for County of Hawai‘i. A best-of-breed system is designed to integrate with the County’s investment in other enterprise software like Microsoft Office and Laserfiche. Our system is designed to streamline business process, increase productivity and efficiency through the use of powerful workflows, dashboards and SmartFolders. LawBase is fully capable of installing our electronic case management system along with integrating with Microsoft Office and Laserfiche. Our services include planning, organizing, testing, implementation, conversion, administrative training, end-user training and maintenance and support by LawBase. We will coordinate with all required departments for the implementation including the Department of Information Technology. LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 5 CONFIDENTIAL | DO NOT RELEASE D. Company Background 1. Experience and Organizational Capacity: The Proposer shall include in their proposal a statement of relevant experience. The Proposer should thoroughly describe, in the form of a narrative, its experience and success as well as the experience and success of subcontractors, if applicable in providing and/or supporting the proposed solution. In addition, Proposers are required to provide the following information: i. Proposers shall provide the company name, business address, including headquarters and all local offices, and telephone numbers. Proposer shall provide the company web address. Our headquarters and only office is located in Denver, Colorado. Synaptec Software, Inc. dba LawBase 3800 Buchtel Blvd., #101928 Denver, CO 80210 800-569-3377 www.lawbase.com ii. Proposers shall provide a description of the Proposer's organization, including names of principals, number of employees, client base, areas of specialization and expertise, and any other information that will assist the Evaluation Committee in formulating an opinion about the stability and strength of the organization. Synaptec Software, Inc. is a privately held corporation that develops case and matter management software and is based in Denver, CO. Co-founders Phil and Drew Homburger have been the sole owners and principals of Synaptec, and its predecessor company, since 1979. iii. Proposers shall provide the name of the jurisdiction in which the Proposer is organized and the date of such organization. Synaptec Software Inc. was organized and established as a corporation in 1983 in Denver, Colorado. The predecessor company was organized in Texas in 1979. iv. Proposers shall provide a description of the depth of their experience implementing, installing and supporting the proposed solution and an outline of the services they provide as part of this solution with a focus on systems installed for governmental entities similar in size to the County. LawBase specializes in developing and marketing best-of-breed legal case and matter management software. We have thousands of users in dozens of governmental agencies including federal, state, county and local government agencies. We provide a team of developers, project managers, integration specialists, conversion specialists, etc. that have decades of experience working with government agency legal and technical teams. Proposers shall provide a discussion of the type and duration of the business relationship with the manufacturer(s) whose products are included in the proposed solution, if any. LawBase is the exclusive manufacturer of the software. We develop, market, install and support the software with a team of LawBase employees. We do not use subcontractors. i. Proposers shall indicate the number of certified local equipment technicians or LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 6 CONFIDENTIAL | DO NOT RELEASE technical personnel that substantially and directly enhances the Proposer’s ability to perform the proposed scope of work. As LawBase provides no equipment, we do not have local personnel. Virtually all of our work is done remotely via Teams, Zoom, etc. Onsite meetings and training are available. ii. Proposers shall provide a description that addresses how long the proposed solution has been in the marketplace, and how often the Proposer releases upgrades. LawBase has been in the government legal marketplace since 1979. Minor updates and patches are released monthly. Major upgrades are released at least twice each year, usually more often. All updates and upgrades are downloadable and under your control and can be applied using your own change management control policies. 2. Past Performance (References): The proposal shall include three external references from different clients who are willing to validate the Proposer’s past performance on similar projects. The minimum information that shall be provided for each client reference shall be the person’s name, title, and organization; contact information (address, telephone, e-mail); and a description of the products and services provided and dates the products and services were provided. At least ONE of the references for the proposed system shall be from a jurisdiction of comparable or larger size where the proposed system has been installed and is in current operation. Proposers are encouraged to include additional references that they believe the Evaluation Committee would find helpful in thoroughly evaluating their past performance. Reference #1 Metropolitan Government of Nashville and Davidson County, TN 108 Metropolitan Courthouse, 1 Public Square, #108, Nashville, TN 37201 Lisa Stafford, LawBase Administrator, 615-862-6366, Lisa.Stafford@nashville.go v Installed December 2015. Project included design, Outlook integration, document management integration, training, data conversion. Reference #2 Harris County Attorney Office, TX 1019 Congress, 15th Floor, Houston, TX 77002 Clyde Leuchtag, Assistant County Attorney, 346-286-4620, Clyde.Leuchtag@harriscountytx.gov Installed September 2016. Project included design, Outlook integration and training. Reference #3 Yakima County, WA 128 North 2nd Street, Yakima, WA 98901 Carolina Herrera, LawBase Administrator, 509-574-1866, Carolina.Herrera@co.yakima.wa.us Installed May 2013. Project included design, Outlook integration, document management integration and training. LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 7 CONFIDENTIAL | DO NOT RELEASE E. Technical Specifications and Functional Requirements: Provide a detailed narration of the technical specifications and functional requirements of the proposed technology solution. Any system functionality/capabilities discussed must be currently available in the version of software being proposed for County implementation. Provide detailed information about any hardware or third-party products that are necessary for any system functionality/capabilities discussed. For any hardware or third-party products necessary and included in the proposal, Proposers shall provide a copy of any proposed use agreement that the County would need to sign. If there is a public entity/public sector version of any proposed use agreement, Proposers shall provide a copy in its proposal. LawBase will provide implementation of our case management software. We will include installation, project management, screen design, Microsoft Office and Laserfiche integration, training and data conversion. The follow is a list of capabilities that are included with the system. • LawBase case and matter management software for up to 37 named users • Annual Support • Migration from Laserfiche to LawBase* • Installed on premise or in the cloud running Microsoft SQL database that enforces referential integrity • Integration with Microsoft Office including Outlook • Integration with Adobe Acrobat • Integration with Laserfiche document management software • Integration with Document Assembly software for forms, letters, templates, etc. • Matter-centric matter management • Conflict Management • Contact Management • Extensive reporting capabilities • Time tracking in user specific increments and can be configured to capture task, notes, billing codes, business unit, date, etc. based on the OAG’s requirements • Granular security, alerts and audit trails • Full text search including cross business units • Administrative tools to manage security, users, audit trails, attorney hourly rate table, etc. including Active Directory and multi-factor authentication • Unlimited number of cases/matters • Unlimited number of data fields • Unlimited number of views including summary views with cross-references and management views • Unlimited workflows to automate business processes • Create phone logs, reminders and alerts with automatic notifications • Automated task scheduling and delegation with user management and assignment tracking • Contact Management, Conflict Management and Reporting • Paperless case file management via LawBase SmartFolders • Import and export of data in delimited text files, MS Excel, and other standard data formats • Import and export of data via an Application Programming Interface (API), RESTful API webservice or other standard formats LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 8 CONFIDENTIAL | DO NOT RELEASE • Query and/or report on any field in the system if the user has permissions • Powerful ad-hoc tool to create custom or standard reports • SmartFolders for paperless reporting • Automatic case/matter number assignment based on County’s naming convention • Full data conversion, bridging, testing, data reconciliation activities and migration from current system to LawBase* • User Acceptance Testing (UAT) based on County test cases and security permissions Administrative training and end-user training Additional features • Dashboards, available with appropriate security, by user, practice group, executive team, etc. Dashboards are very powerful in helping manage workloads, trend identification, upcoming critical events, Hot cases, etc. • Workflows available in all areas of system • User selectable presentation styles • Checklists for standard roadmaps • Automatic document assembly • Automatic reporting via LBConcierge (included) • Ability for OAG staff, after training, to easily configure the system • Support for multiple environments (e.g. Development, User Acceptance Testing, Training, Production) • Many more *Data conversion is based on County providing LawBase with all data to be converted in an agreed upon format, already extracted from the Laserfiche database, along with an Entity Relationship Diagram. LawBase can be installed on-site or hosted by a third-party provider including Azure. We do not provide hosting services. LawBase is a .NET, fully threaded, multi-tiered application created in the C# programming language. It utilizes the Microsoft SQL database as its database engine. Users can run directly using Windows or, alternatively, using only a web browser connected to an application server. LawBase may be supported over a VPN connection, contact LawBase for details. In the table below, the specifications are based on typical usage and can vary widely based on individual requirements. Please contact LawBase for assistance. LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 9 CONFIDENTIAL | DO NOT RELEASE Traditional Access Hardware 8GB RAM – 1GB available hard disk space Software Windows 10 with .NET 4.8 or higher Display Minimum 1024 x 768; Resolution at 96 DPI. Browser Access Requires an appropriate application server, contact LawBase for details. Database Software Microsoft SQL Server 2019 Standard Edition or higher. (All defaults used on installation including Dictionary order and case insensitive). Different versions such as Microsoft SQL Server Express may be acceptable for some installations. LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 10 CONFIDENTIAL | DO NOT RELEASE F. Implementation, Project Management, Training and Ongoing Support: Proposers shall thoroughly describe, in the form of a narrative, its plan and specific tasks demonstrated against a timeline for implementation following contract award along with project management, training, and ongoing support activities. Proposers are required to provide the following information: 1. A narrative discussion of the conceptual plan, strategies, and methodologies of the proposed system and/or software. LawBase has developed a proven process to ensure a successful implementation. This includes a detailed project plan which will be developed in conjunction with the County, with discrete milestones. We use a modified waterfall/agile method with three major milestones. Inside each of these are a series of sprints with frequent proof points. The LawBase tools are at the heart of our ability to rapidly configure the system for the County. All configuration is contained in the database in a non-proprietary format. The same tools, including training, are part of our deliverable which allows County staff to continue to easily configure the system. 2. A narrative discussion of services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. LawBase will provide Professional Services directly from LawBase staff based in the US. 3. A narrative description of an implementation plan upon award of contract, and a plan for project management through hand over of the system and/or software. Upon award LawBase will provide a Project Manager and detailed Project Plan. 4. Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. Perfected over decades of successfully implementing LawBase, we have a method of ensuring a smooth rollout. This begins with consulting and design and continues through user acceptance testing, training and post go-live support. Due to the nature of our product, there is no customization required. All data elements, workflows, etc. are modified via configuration changes. 5. Describe the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. Prior to the implementation LawBase will conduct a kick-off call to introduce team members. The County will be assigned a LawBase Project Manager that will be with the County for the duration of the project. With proper planning and communication with the team from the County, we do not anticipate any technical issues. We aim to have a complete understanding of the County’s environment before beginning and assigning the appropriate resources at the outset. 6. Provide resumes and experience narratives for key personnel who will be working with the LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 11 CONFIDENTIAL | DO NOT RELEASE County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Philip Homburger, President Mr. Homburger is the President and CEO of Synaptec Software. He has been involved with LawBase for all 40+ years of its existence. He was the initial programmer of LawBase and has been instrumental in its growth into the premier case and matter management solutions on the market today. Mr. Homburger earned his bachelor’s degree from Colorado State University. He has completed many continuing education forums and participates as a speaker for many civic and professional organizations. He has also presented numerous times at industry trade shows including ABA TechShow, ATLA Annual Convention, LegalTech, ILTA, Texas Legal Technology and various state and local gatherings. Prior to founding Synaptec Software Mr. Homburger had an extensive career in providing software solutions tailored to the needs of specific industries ranging in size from sole proprietorships to the Fortune 100. He developed what became the nation’s leading software system for veterinary offices and has created software for fields as diverse as commodity brokers to casket manufacturers. Phil spends his time away from the office with his family, including four children and four grandchildren. The Homburger family has provided foster care to over 30 children over the years. Gretchen Ryan, Director of Operations Ms. Ryan will act as the project manager, coordinating the roll out of the entire project with the designated LawBase contact in your office. This includes creating an initial project plan with deadlines mutually agreed upon between the parties and monitoring the schedule to ensure that it is maintained. Additionally, Ms. Ryan will schedule the appropriate Synaptec resources to provide the necessary services required for the design and implementation of LawBase. She will also coordinate regular updates on the status of the project and adjust the project plan as necessary. Ms. Ryan has worked for Synaptec Software for over nineteen years. Her areas of expertise include project management, screen design, training and product support. In her time at Synaptec Software, she has worked in various aspects of project management, implementation and support of various versions of LawBase. She has worked with hundreds of clients in designing databases across virtually all different types of practice areas. Her extensive knowledge will prove indispensable throughout the duration of the project. Favio Perez, Senior Application Consultant Mr. Perez has been with LawBase for 10+ years. During his tenure, he has brought his previous experience in technical and entrepreneurial ventures to his present job. He’s part of the company’s renowned End-User Technical Support and Implementation teams. He’s been instrumental in helping the company enhance its application offerings with new and expanded features/capabilities relating to document automation, import/export methods, third party integrations, and reporting tools. LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 12 CONFIDENTIAL | DO NOT RELEASE He earned his bachelor’s degree in civil engineering from the University of California, Irvine. He has worked in a wide variety of fields: engineering, telecommunications, IT infrastructure, software development, and consulting. When not working, he enjoys spending time with his wife and his 11-year-old twins. Kim Stemwedel, Developer/SQL Analyst Ms. Stemwedel has a Bachelor’s degree from the University of Denver in Mathematics with a minor in Computer Science. She also completed graduate work in Theoretical Mathematics. Ms. Stemwedel contributes to data conversions and the programming of pieces necessary for software integrations. Kim has been a member of the Synaptec team since 2009. Prior to working at Synaptec Software, Ms. Stemwedel worked at major financial institutions as a programmer. She has also worked at the University of Denver in a programming capacity for their administrative financial departments. Sandra Gaither, Design Consultant Sandra has been in a technical support position for over 19 years on various software products with a keen understanding of the user’s point of view. She has a degree in Business Administration from the Community College of Denver. Ms. Gaither has worked with clients on new software for both new implementation as well as conversions with a proven expertise in research and analyzing information. In addition, Sandra has superior customer service ability and a broad knowledge of SQL. Erin Homburger, Application Consultant Erin holds a J.D. from DePaul University and is a licensed attorney in the State of Colorado. A member of the LawBase Team since 2013, she succeeds in melding the processes and needs of our legal clients with the capabilities of the LawBase program. Erin works with clients on new implementations, LawBase software upgrades, customer support, and the LawBase integration with CalendarRules. The Team Other members of the Synaptec Software team will be added to the project as deemed necessary. As the project progresses, our entire support staff can be reached by email and phone, and has an excellent track record of providing swift responses to any issues that may arise. 7. Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. The LawBase project Plan, provided after contract execution, fully details the process for testing and validation. It is expected that the County will have a minimum of two environments, Development and Production. LawBase supports an unlimited number of environments for no additional cost. Most of our clients utilize a User Acceptance Test (UAT) LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 13 CONFIDENTIAL | DO NOT RELEASE environment for fully vetting and changes, modifications, enhancements, etc. before promotion to a Production environment. 8. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. Both End-User and Administrative Training is provided as part of a new system. LawBase will collaborate with the County to determine the precise amount of training based on the number of users, administrators and power users. LawBase has extensive experience training end-users directly in both lecture and participatory styles. Frequently we are asked to train the trainer which is often accomplished via our trainer conducting one or two classes then assisting your assigned trainers as required. We provide a comprehensive onsite training class for a minimum of two days for six to ten people. LawBase provides complete online manuals and copies which may be printed. A training agenda is presented by the LawBase project manager and modified to meet your exact requirements. We provide a minimum of two days of on-site User Training incorporating the customized features and functions of your case and document management LawBase system for all your users. LawBase also provides a combination of remote and on-site training as needed as well as extensive online help. We also offer self-paced video training covering all introductory functions of LawBase, our case and document management system. On-going and follow-up training can be arranged as necessary. LawBase offers regularly scheduled web trainings in the following areas: Reports, Workflow, Design, LawBase Admin and Document Assembly. Typically, the training we offer is aimed at two groups: administrators and end users and in both situations is direct to the users. For larger training populations we can also offer trainthe-trainer sessions. Training sessions are conducted with small groups, ensuring that the class moves at a pace where all attendees feel comfortable and that any questions can be answered immediately by the trainer. LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 14 CONFIDENTIAL | DO NOT RELEASE G. System Reporting, Data Migration and Integration: The Proposer shall describe and provide samples of available existing standard reports (management statistics, case load by attorney, etc.). The proposed solution must have a graphical user interface and an ad hoc reporting capability so that the County can generate reports on an “as needed" basis. The proposed solution must have the ability to automate reports and distribute them via email. All report generation subject to permission-based restrictions. The Proposer shall also describe its process for exporting, converting, and migrating legacy data into the new system. Proposals shall also describe the process used to verify and test migrated data to ensure accuracy. Because LawBase is highly configurable by the client, all systems are different and therefore we do not have a set of “standard” reports. The software includes an ad hoc report tool called Query Builder that is designed to create reports based on the County’s data fields. LawBase reporting allow users to construct custom reports and share them with other users according to entitlements, groups and roles. These reports support univariate and multivariate analysis (i.e., frequency counts and cross-tabs) as well as appropriate data visualizations (e.g., graphs, charts, etc.). Once constructed, reports can be saved and run by administrators or by other users with the appropriate permissions. The LawBase Concierge module is used for scheduling reports to run automatically as well as automatically be distributed via defined protocols and business rules. Reports are shared by exporting spreadsheets, providing a website link to the report or by browser-based dashboards. Data conversion is subject to change upon review of source file(s). The following is a typical model of how data migrations work: • County provides sample of data from existing software program in a flat file format • County maps data from current software to LawBase. • LawBase migrates test data into LawBase database (test1) • County reviews data after test migration, provides feedback and corrections • LawBase migrates test data again after County corrections, (test2) • County reviews test2 and signoff • Final Migration • Go Live LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 15 CONFIDENTIAL | DO NOT RELEASE H. Cost Proposal The Proposer shall provide a proposed project budget broken out by each of the major products and tasks showing the total direct costs and all other costs associated with the services provided, and the required amount of State general excise and use taxes. Costs should be identified as deliverables-based or recurring for system licensing and administration; and personnel costs should be disaggregated for project management, system design and build-out, testing, training, and/or system maintenance, as applicable. The Proposer shall provide a listing of hourly rates for project personnel that shall be used for direct labor costs. The Proposer shall submit a Products and Services Schedule, grouped by major product categories, of the products and services offered, which consists of an item number, item description and the County's maximum price for each product or service. Such schedule shall be established and maintained as an exhibit of the agreement between the County and selected Proposer upon award of contract. The scoring for cost shall be as follows: the Proposer’s proposal with the lowest cost will receive the highest available rating allowable to cost (10 points). Each proposal with a higher cost than the lowest shall have a lower rating for cost. The points allocated to the higher priced proposals will be calculated as [Lowest Price x Points (the maximum available)/Price in Proposer’s Proposal = Proposer’s Points Allowable to Cost] in accordance with Chapter 3-122 of the Hawai‘i Administrative Rules. The County will evaluate all solutions proposed. If a specific fee or cost related to a service is not offered, that item should be marked N/A to indicate “not available”. LawBase Response to County of Hawaiʻi Request for Proposal 4548 © 2024 Synaptec Software, Inc. 16 CONFIDENTIAL | DO NOT RELEASE LawBase Products and Services Schedule Software License* Item # Product Price 1 LawBase License Fee $2,679/month* or $72/user Includes: • 37 LawBase Named Users • 1 Document Assembly author • 36 Document Assembly users • Concierge Automation Module • Exchange/Outlook integration • Laserfiche integration • Annual Support Professional Services 1-time charge** Item # Product Price 2 Installation of LawBase $ 2,000 3 Project Management $ 4,125 4 Screen Design $ 40,000 5 Integration implementation $ 4,000 7 Admin and End-user Training $ 6,000 8 Data Conversion (subject to change)*** $ 20,000 Professional Services Total $ 76,125 *Pricing is based on named users. Minimum 3-year agreement. ** Professional Services hourly rate is $250/hour. ****Data conversion is based on County providing LawBase with all data to be converted in an agreed upon format, already extracted from the Laserfiche database, along with an Entity Relationship Diagram. Bid Zip RFP #4548/Synergy International Systems, Inc. _1004847/TabulationByVendor_RFP#4548_orgId_1004847.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Synergy International Systems, Inc. Page of 1 1 General Comments: Both the complete and redacted versions are attached to this response. General Attachments: Redacted_Synergy_International_Systems_RFP 4548_Electronic Case Management System.pdf Synergy_International_Systems_RFP 4548_Electronic Case Management System.pdf Bid Zip RFP #4548/Synergy International Systems, Inc. _1004847/Redacted_Synergy_International_Systems_RFP 4548_Electronic Case Management System.pdf Proposal Procurement Reference No: RFP 4548 Assignment Title: Provide, Maintain and Support an Electronic Case Management System for The Office of the Corporation Counsel, County of Hawai'i Purchaser: County of Hawai'i Bidder: Synergy International Systems, Inc. Date: May 3, 2024 Case Management System for The Office of the Corporation Counsel - RFP 4548 2 | Page Prepared by: Synergy International Systems, Inc. Contact Persons: Ms. Victoria Mejlumyan – Victoria.Mejlumyan@synisys.com Ms. Arpine Matevosyan – Arpine.Matevosyan@synis ys.com Copyright of this document and its contents remain the property of Synergy International Systems. Inc. This proposal may not be reproduced in whole or in part without the prior consent of Synergy International Systems, Inc., except for the internal use of the Office of the Corporation Counsel, County of Hawai’i. Use of the data contained within this proposal is restricted to the mentioned organizations and governmental bodies and disclosure to other entities is prohibited. Case Management System for The Office of the Corporation Counsel - RFP 4548 3 | Page Statement of Undertaking (Compliance with Terms and Conditions) RFP 4548 PROVIDE, MAINTAIN AND SUPPORT AN ELECTRONIC CASE MANAGEMENT SYSTEM FOR THE - OFFICE OF THE CORPORATION COUNSEL, COUNTY OF HAWAI`I Director of Finance, County of Hawai‘i Hilo, Hawai‘i Dear Sir/Madam: The undersigned hereby proposes to furnish and deliver the following goods or services: Provide, maintain and support an electronic case management system, to Corporation Counsel, County of Hawai‘i, 101 Aupuni Street, Suite 325, Hilo, Hawai‘i, complete as specified, all in strict compliance with the Specifications and Special Provisions attached hereto and General Terms and Conditions for Goods and Services dated May 10, 2023, made a part hereof. It is understood and agreed that the goods and/or services to be furnished are for the exclusive use of the County of Hawai‘i and are therefore exempt from Federal Excise Taxes and that the net bid price excludes such Federal Excise Tax. Please note that effective January 1, 2020, the maximum General Excise Tax rate that may be charged of Hawai‘i County is 4.7120%. The County of Hawai‘i is exempt from the City and County of Honolulu, 0.5% General Excise Tax Surcharge. The undersigned further agrees that he has carefully read and understands the Proposal for this contract and that the Director of Finance, County of Hawai‘i, reserves the right to accept or reject any and/or all bids or proposals, or accept other than the low bid, if in his/her judgment, by so doing, it will be for the best interest of the public and the County of Hawai‘i. All successful Proposers, for any single item exceeding $2,500.00, will be required to furnish proof of compliance with the requirements of § 3-122-112, Hawai‘i Administrative Rules (see Special Provisions No. 18). Upon acceptance and award of this Proposal by the Director of Finance, the undersigned hereby agrees to enter into and execute the Contract as required by law within ten (10) calendar days after the award. Company Name: Synergy International Systems, Inc. Mailing Address: mail@synisys.com Business Address and Telephone Number 1640 Boro Place, 4th Floor McLean, Virginia 22102, U.S.A., +1 (571) 568-3810 Signature: Name and Title of Authorizing Person: Arthur Hovanesian, Executive Vice President Date: 3 May, 2024 Case Management System for The Office of the Corporation Counsel - RFP 4548 4 | Page A. Letter of Transmittal 1 To: Office of the Corporation Counsel, County of Hawai’i Enclosed, please find our proposal for “Provide, Maintain and Support an Electronic Case Management System for The Office of the Corporation Counsel, County of Hawai’i”. We are pleased to submit this proposal in response to RFP 4548. The key points covered in the proposal include: 1. Executive Summary | A concise overview of our proposed solution and its benefits to The Office of the Corporation Counsel. 2. Company Background | Information about our company's experience, expertise, and relevant qualifications in delivering similar projects. 3. Technical Specifications and Functional Requirements | Detailed specifications outlining the technical aspects and functional requirements of the proposed solution. 4. Implementation, Project Management, Training, and Ongoing Support | Comprehensive plans for implementation, project management, training, and ongoing support for efficient and seamless project execution. 5. System Reporting and Data Migration/Integration | Description of the reporting capabilities of the envisioned system, along with strategies for data migration and integration with other systems as needed. 6. Cost Proposal | A breakdown of the proposed costs associated with the project, including pricing structures and any additional expenses. We believe that Synergy’s team expertise and the comprehensive nature of the proposal make us well-suited to fulfilling the requirements outlined in this RFP. Thank you for the invitation to participate in the RFP stage of this solicitation and considering our proposal. We look forward to the opportunity to work with the County of Hawai’i and to contributing to the success of the provision of an Electronic Case Management System for the Office of the Corporation Counsel. Company Name: Synergy International Systems, Inc. Mailing Address: mail@synisys.com Business Address and Telephone Number 1640 Boro Place, 4th Floor McLean, Virginia 22102, U.S.A., +1 (571) 568-3810 Signature: Name and Title of Authorizing Person: Arthur Hovanesian, Executive Vice President Date: 3 May, 2024 1 The Power of Attorney has been attached as an Annex. Case Management System for The Office of the Corporation Counsel - RFP 4548 5 | Page B.Table of Contents Statement of Undertaking (Compliance with Terms and Conditions) ............................................. ......... 3 A. Letter of Transmittal ............................................................................................................................................ 4 B. Table of Contents .................................................................................................................................................. 5 C. Executive Summary .............................................................................................................................................. 8 I. Understanding of County’s Objectives and Requirements ............................................................ 8 D. Company Background ................................................................................................ ......................................... 9 I. Experience and Organizational Capacity .................................................................................... 10 i. Synergy’s Qualifications and Experience ................................................................................ 11 II. Past Performance (References) .................................................. ................................................. 23 i. Narratives of Implemented Projects ....................................................................................... 23 ii. Client References .................................................................................................................. 42 E. Technical Specifications and Functional Requirements ....................................................................... 56 I. Technical Specifications Overview ......................................................................... ..................... 56 i. Solution Overview ................................................................................................................. 56 ii. Overview of Synergy IDM Technology Platform ..................................................................... 56 iii. Software Architecture .......................................................................... .................................. 59 iv. Technological Stack ............................................................................................................... 63 II. Functional Specifications of eCase Based ECMS ......................................................................... 68 i. Overview of Proposed Solution | Synergy eCase ..................................... ............................... 68 ii. Mandatory Requirements ...................................................................................................... 79 F. Implementation, Project Management, Training and Ongoing Support .................................... 103 I. Conceptual Plan, Strategies, and Methodologies of the Proposed System and/or Software. ...... 103 i. Project Management Approach ........................................................................................... 103 ii. Project Management Methodology ................................ ..................................................... 105 iii. Software Development Approach ........................................................................................ 107 iv. Client Empowerment ........................................................................................................... 109 II. Services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. ............................................................................................................. 113 Case Management System for The Office of the Corporation Counsel - RFP 4548 6 | Page III. Implementation Plan Upon Award of Contract, and a Plan for Project Management Through Hand Over of The System and/or Software. ............................................. ................................................... 115 i. Implementation Schedule .................................................................................................... 116 ii. Project Inception: Finalization of Work Plan ......................................................................... 117 iii. System Analysis: Needs Assessment and Preparation of System Design Document and Minimum Viable Product (MVP) .................................................................................................... 120 iv. Development and Customization of ECMS ........................................................................... 123 v. Testing and Adjustment of ECMS .............................................................. .......................... 124 vi. Training and Knowledge Transfer ........................................................................................ 126 vii. Commissioning and Go-Live ................................................................................................ 130 viii. Technical Support and Maintenance ................................................. ................................... 131 IV. Services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. 133 V. Steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. .......................................................................................................... ....... 134 VI. Resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. ................................................................................................................................ 137 i. Project Manager | Ara Araratyan .......................................................................................... 137 ii. Systems Analyst | Karen Avetisyan .......................... ............................................................. 143 iii. Software Developer | Tigran Yesayan ................................................................................... 151 iv. Database Designer | Natalya Dombaeva .............................................................................. 155 v. Quality Assurance Expert | Luiza Suryan ........................... .................................................... 160 VII. The acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. ......... 165 VIII. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by whch training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. .................................................. ............................................................................. 170 G. System Reporting, Data Migration and Integration.................................................................. .......... 172 Case Management System for The Office of the Corporation Counsel - RFP 4548 7 | Page I. System Reporting ............................................................................ ........................................ 172 II. Data Migration ........................................................................................................................ 175 III. Integration .............................................................................................................................. 176 H. Cost Proposal ............................. ........................................................................................................................ 177 Breakdown by Major Products (Products and Services Schedule) ....................................................... 177 Breakdown by Major Tasks ............................................................................................................... 177 Hourly Rates for Project Personnel .................................................................................................... 179 Annex: Power of Attorney to Sign the Proposal ............................................................................................. 180 Case Management System for The Office of the Corporation Counsel - RFP 4548 8 | Page C. Executive Summary I. Understanding of County’s Objectives and Requirements The County of Hawai'i is looking to acquire an Electronic Case Management System (ECMS) for the Office of the Corporation Counsel under RFP No. 4548. According to our interpretation of the published RFP, serving as the chief legal advisor and legal representative for the County of Hawai’i, the Corporation Counsel hopes that by implementing the ECMS, which makes use of a common browser for management and access, is meant to make processes transparent, paperless, and more efficient. With a wealth of expertise, knowledge, and know-how in developing case management systems for the Justice Sector of over 15 country governments worldwide, Synergy is ideally positioned to implement the ECMS for Corporation Counsel, train the users of the system, and provide subsequent technical support. We will ensure the successful realization of the main objectives of the ECMS identified in the RFP: • Objective 1 | Synergy eCase is designed to significantly enhance the productivity and efficiency of the Office of the Corporation Counsel. Through streamlined case management processes, intuitive user interfaces, and automated workflows, our solution aims to minimize manual tasks, reduce processing times, and optimize resource utilization. The Office can expect a substantial increase in work productivity and efficiency, leading to improved service delivery and better outcomes for the County. • Objective 2 | Synergy will take a comprehensive approach to achieve this objective. Our team will handle all aspects of the implementation process, from programming and installation to integration with existing systems if there is a need. We will customize the eCase platform to meet the specific needs of the Office of the Corporation Counsel, ensuring seamless integration with County workflows and procedures. Additionally, we will provide extensive training sessions for staff members and relevant County departments, including the Department of Information Technology, to ensure full utilization and adoption of the case management system. • Objective 2 | Collaboration is key to the success of any project, especially one involving multiple departments within an organization. Synergy is committed to working closely with all relevant County departments, including the Department of Information Technology, to facilitate smooth communication, coordination, and integration efforts. Our team will actively engage with stakeholders to gather requirements, address concerns, and ensure alignment with County objectives. By fostering strong partnerships and collaboration, we will maximize the benefits of eCase across all departments and streamline operations County-wide. Case Management System for The Office of the Corporation Counsel - RFP 4548 12 | Page decision-making, document management, service delivery, accountability, monitoring, and institutional effectiveness. Synergy delivers excellent technological solutions and significant impact to its clients and partners. The company empowers dozens of national governments, international organizations, nonprofits, and private sector representatives to become more data-driven and move to the next level of their performance. Our diligently designed solutions and products catalyze growth and create synergetic impact in the world. Founded in 1997, Synergy is a privately held, 200+ person company headquartered in the Washington, D.C. metro area, with branch offices in Kigali, Rwanda, in the Hague, Netherlands and Global Learning Center in Yerevan, Armenia, as well as on field assignments globally. Synergy employs a mix of hierarchical and flat organizational structures. The company’s founder and CEO Dr. Ashot Hovanesian oversees the company’s various functional departments. The executive team consists of the Chief Operating Officer (Ms. Hasmik Martirosyan), the Chief Technology Officer (Mr. Hayk Martirosyan), the VP of Business Development (Mr. Arshak Hovanesian), the Director of Synergy Netherlands (Mr. Tilen Levin), Practice Area Directors, and Product Directors among others. Case Management System for The Office of the Corporation Counsel - RFP 4548 13 | Page a. Products and Services Throughout 25 years we have implemented more than 300 high-caliber and mission-critical projects at the requests of national governments, international development organizations and nonprofits in 80+ countries around the world. Targeting blended solutions for technological development, digitalization, and impact, we offer software implementation, consulting, training, support, and integration services. We help our partners to solve their high-priority problems by offering various targeted information systems. At any given time, we carry out 20-25 projects. The first steps of public sector toward digitalization began in the late 1990s, with the primary actors being country governments, donor organizations, and development partners, aimed to enhance aid tracking and development management through Synergy's DAD (Development Assistance Database) solution, now adopted in over 35 countries. In the early 2010s, building on its IDM platform success, Synergy implemented its first CMS projects in the Justice sector in Iraq, Tanzania, and eventually Rwanda. The most challenging projects that we had were in the Justice sector, because the case management procedures are unique to each country’s rules and regulations, and the same case management system cannot be replicated in other countries. And it turned out that each new project required development from the beginning, and the technological solutions were not transferable to other projects, which was quite expensive in terms of software development. Thus, by implementing 5-6 Case Management System projects in North America and Pacific, Africa and Eastern Europe, we were able to grasp the similarities and differences of judicial systems in different countries and, eventually, move from projects to a product and shape Synergy eCase©. Based on lessons learned we created a core solution, which is equipped with all necessary components that judiciaries and other justice sector institutions need. And each of those Case Management System for The Office of the Corporation Counsel - RFP 4548 14 | Page components is sufficiently adaptable to fully replicate the rules and processes of any country in the world. In other words, the components are distinct engines within the system that are completely customizable. The components include both case operations (e-filing, document management, sessions and hearings, online payments, decision tracking etc.) and IT operations (automated workflow processing, role-based access, notification management etc.). We specialize in creating and delivering a variety of information management solutions in the following domains: Synergy specifically designed solutions that are sufficiently adaptable to meet the needs of the mentioned public sector domains. Synergy eCase© | Case management system enabling institutions to digitalize the management of cases, automate operations, and serve citizens in an efficient, and transparent manner.  Court Case Management  Investigation Case Management  Prosecution Case Management  Corrections Case Management  Integrated Case Management Synergy PFM | A Public Financial Management system designed to support management of the public investment programming lifecycle and state budget planning.  Electronic Declaration Management  Public Investment Management  State Budgeting Management  Development Assistance Database (DAD) Case Management System for The Office of the Corporation Counsel - RFP 4548 15 | Page Synergy Auxilium | A unified social protection and assistance information system specifically designed to automate and track all phases of social programs on a single platform that are managed by social protection agencies and ministries.  Conditional Cash Transfer  Social Safety Nets  Social Pension Management  National Household Database Synergy Indicata | Monitoring and Evaluation system enabling governments and non-profits to monitor the performance of programs and the achievement of organizational results.  Project & Portfolio Management  Grant Management  Organizational Performance Management  Strategy Execution b. Client Base and Areas of Specialization and Expertise Founded in 1997 by Dr. Ashot Hovanesian, Synergy is a privately held, 200+ person company with 25 years of experience in carrying out the design and development of information technology solutions for a broad range of development concerns. Over these years, we have completed more than 250 software projects in 80+ countries around the world. At any given time, we carry out 2025 projects. In the 1990s, at the confluence of rising technology and rapid international development, we flourished while maintaining our established core focus of serving governments and international organizations. Synergy is a trusted partner, not just a service provider. We focus exclusively on serving the public and nonprofit sectors worldwide. The covered sectors include Justice, Social Protection, Development Effectiveness, Environment, Water and Sanitation, Education, Public Finance, Public Health, Post-Disaster Management, etc. Our geographic footprint extends to Central and Latin Americas, Africa, Europe, Asia-Pacific, the Middle East and the Caribbean. Synergy has an extensive track record of managing publicly- or donor-funded software development projects. Our clients include major development organizations, such as the Case Management System for The Office of the Corporation Counsel - RFP 4548 16 | Page U.S. Agency for International Development (USAID), United Nations Development Program (UNDP), Inter-American Development Bank (IDB), World Bank (WB), European Commission, Millennium Challenge Corporation (MCC), United Nations Children’s Fund (UNICEF), German Development Cooperation (GIZ), European Union (EU), African Development Bank (AfDB) and Asian Development Bank (ADB). Synergy is a member of the International Aid Transparency Initiative’s (IATI) Technical Advisory Group, and an Institutional Member of the Society for International Development (SID). Case Management System for The Office of the Corporation Counsel - RFP 4548 17 | Page c. Name of the jurisdiction in which Synergy is organized Case Management System for The Office of the Corporation Counsel - RFP 4548 18 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 19 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 20 | Page d. Number of Certified Local Equipment Technicians or Technical Personnel For every project, Synergy assembles a cross-functional team of specialists, which can include a project manager/team leader, business/system analysts, support specialists, trainers, developers, database administrators, quality assurance specialists, etc. Synergy offers their clients the opportunity to engage in the process of defining system requirements, system design and development from the very commencement of the contract. With simultaneous information technology consulting engagements around the world, Synergy maintains straightforward and effective chains of responsibility throughout our organizations in order to ensure service delivery of the highest quality. For each project, we assemble a crossfunctional, multi-disciplinary team of specialists who, under the supervision of the project manager and the company’s leadership, undertake the full scope of required services to ensure timely and satisfactory project completion. We follow a proven project management plan in which Project Management personnel are responsible for ensuring that client needs and requests are rapidly and satisfactorily implemented in the software application. The Project Manager together with System Analyst closely collaborates with the client and with various technical teams (application development, design, documentation, quality assurance, training, technical support) to ensure that the software application goes through all the necessary stages of development and deployment according to the highest industry standards. Synergy eJustice Department On top of this, Synergy has a dedicated over 40-person e-Case department which is specialized in design and development of case management information systems development. The integrated solutions based on Synergy eCase are deployed and utilized by various public institutions globally, including ministries, agencies, judicial institutions and government oversight bodies. During the project lifecycle, the project teams are supervised by Synergy’s Vice President, eJustice, Mr. Khachatur Matevosyan, who is an accomplished e-gov expert with 10+ years of experience in IT Project Management, including nearly 8 years as a Case Management System Program Case Management System for The Office of the Corporation Counsel - RFP 4548 21 | Page Manager. He has successfully managed development and implementation of similar electronic records management and integrated case management systems at national level in numerous countries, including the USA, Rwanda, Uganda, Tonga, Guyana, Papua New Guinea, Zimbabwe, and Ukraine. Our topnotch staff has firsthand work experience (i.e., needs assessment missions, IT consultancy, MIS design and development, support, etc.) in different countries worldwide and hold strong intercultural communication skills. The figure shows the organization chart of the proposed project team. The detailed information on Staff and their resumes are described under the section Resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Case Management System for The Office of the Corporation Counsel - RFP 4548 22 | Page e. Solution Market Presence and Release Upgrades In the early 2010s, Synergy implemented its first CMS projects using the IDM platform in the Justice sector in Tanzania, and eventually Rwanda. Major product releases usually occur not so often, with minor releases occurring periodically. All releases go through vulnerability and penetration testing conducted according to a defined and documented internal methodology. By the end of ECMS Development, the Project Team will provide Release Notes for all patches/upgrades for each new release during development cycles. Synergy is very client-centric and always considers client needs. We conduct regular assessments, and if a client requires an upgrade, we incorporate it in the upcoming upgrade/patch to be responsive to the client's needs. Once the release is deployed on test environment of this system (ECMS), and the system has operational data in production environment, then the release will be deployed on production environment through proper migration. The scripts will be prepared accordingly. Aside from the changes that come by default, every change request of the client is reviewed by the technical team, and if the update is not provided by default, a separate cost estimate is created and presented to the client for approval. Every specific enhancement is viewed as a mini project in scope of the larger project which fully goes through the mentioned project cycles. With every large release, Synergy gives release notes where users can find information on updates and their usages. If the client makes changes in the system configuration, we do not include these in the release updates. However, we can offer those changes in the updates for an additional charge. Case Management System for The Office of the Corporation Counsel - RFP 4548 23 | Page II. Past Performance (References) Below please see several project references that demonstrate Synergy’s experience in defining, developing, and deploying solutions similar to the required ECMS solution as described by the business and technical requirements in this RFP and in a project with comparable scope and complexity. i. Narratives of Implemented Projects a. USA | DC Office of Human Rights - Case Management System Client(s): DC Court of Human Rights Duration: 2016 – 2017 The District of Columbia Commission of Human Rights (COHR) was established to eradicate discrimination, increase equal opportunity and protect human rights for persons who live in or visit the District of Columbia. The agency enforces local and federal human rights laws, including the DC Human Rights Act, by providing a legal process to those who believe they have been discriminated against. The District of Columbia Commission of Human Rights awarded a contract to Synergy International Systems, Inc. (hereinafter, referred to as Synergy) to provide an electronic Case Management System (CMS) for the registration and processing of cases related to human rights violations. The main objective of the DC COHR CMS is to support the COHR with online complaint registration and e-filing. The Case Management System is designed using the Synergy eCase platform, with customized case registration forms, and configurable workflows and user access permissions. Through a public user interface, registrants can access their cases to view the status and receive automated updates and notifications directly to their email. The DC COHR CMS is intended to ensure improved access to and transparency of justice information both for the government institutions and the general public. The system facilitates information sharing at key decision points, and improves the efficiency and coordination of COHR activities. It is intended to replace paper-based case records and static spreadsheets and workflows with digital records in order to enable full reproduction of cases and prevent the loss or physical damage of case files. Also, the DC COHR CMS is a unified platform to assist all officials accessing the system with easy, ad-hoc access to the information required for processing cases and implementing day-to-day Case Management System for The Office of the Corporation Counsel - RFP 4548 24 | Page operations. The system is intended to help standardize case record information storage and streamline current processes. The DC COHR CMS incorporates built-in business intelligence and data management tools for visualizing data through compelling charts, dashboards, and ad-hoc reports. The CMS is also equipped with administrator tools that enable system administrators to manage user accounts, perform data management, and monitor system operations. b. Jamaica | Procurement of Jail Management System for the Department of Correctional Services Client(s): Ministry of National Security (Jamaica) Duration: March 2022 – April 2023 (ongoing) Synergy International Systems, Inc., in partnership with PricewaterhouseCoopers Tax and Advisory Services Limited, has been awarded a contract to implement a Jail Management System (JMS) to support the Department of Correctional Services (DCS). This project fits within the Five-Pillar Strategy for Crime Prevention and Citizen Security of the Ministry of National Security of Jamaica. The JMS will support the overall mission of DCS to contribute to a better society by effectively securing and transforming offenders for successful reintegration, thus helping Jamaica to serve as the Caribbean Centre of Excellence in Correctional Management. The JMS will support the management of the DCS, Correctional Centres (seven (7) Adult Institutions), Probation Aftercare Services and Rehabilitation Unit under the direction of the DCS and the Ministry of National Security. The operations of DCS will become more efficient through greater automation of business processes using the Synergy eCase Workflow Designer. This will allow DCS staff to be more productive and focused on higher value activities serving your stakeholders. The envisioned JMS is expected to deliver the following benefits: 1. Seamless integration between Correctional Services, Police Force, Courts and other Government Agencies and Entities under the Ministry of National Security 2. Evolution from paper-based processes to an electronic system 3. Improvements in Data Integrity 4. Processes Improvements 5. Enhanced Reporting and Analytics These benefits are well aligned with Synergy’s established capabilities in providing fully integrated Case Management Systems and working with clients who are transitioning from paper-based systems to automated systems for the first time. Synergy’s advanced administrator tools ensure data integrity and data security through role-based access controls and configurable online forms Case Management System for The Office of the Corporation Counsel - RFP 4548 25 | Page with validation controls. Synergy’s Workflow Manager enables business process configuration and automation, and Synergy’s built-in reporting and analytics are all central aspects of what sets Synergy apart from other vendors. c. Papua New Guinea | Integrated Electronic Case Management System (IECMS) Client(s): National Judicial Staff Service (NJSS) of Papua New Guinea Duration: 2018 – ongoing The National Judicial Service of Papua New Guinea (NJS) is the judicial arm of the Government of PNG that aims to provide equal access to independent, fair and just judicial services for all people in the country. The agency intends to improve its performance in relation to the operation of the court, increasing the productivity of the court staff and performance of court functions by establishing an Integrated Electronic Case Management System (IECMS) for the Civil and Criminal Jurisdictions of the National Court, Court of Appeal and the Supreme Court. Synergy International Systems has been awarded the contract to develop this system through an international competitive bidding. During the Needs Assessment, Synergy conducted a business process analysis of the existing case workflow within the NJS. Based on this analysis, Synergy proposed some improvements and optimizations to facilitate the design and rollout of the IECMS. Upon approval of the system analysis and system design, Synergy began work on the application development and configuration. The IECMS is based on the Synergy eCase platform and consists of the following modules/services that are integrated and logically work as one seamlessly integrated system: • Case Management System – covering all the phases of the case lifecycle. o Case initiation o Event information o Schedule creation o User alerts and prompts o Schedule and case management o Document generation o Hearing management Case Management System for The Office of the Corporation Counsel - RFP 4548 26 | Page o Disposition and judgment execution o File archiving • E-filing system • E-Court finance • Public Portal • Wills Probate and Administration • E-judgement • Roll of Lawyers The IECMS for the National Judicial Service (NJS) of Papua New Guinea has been rolled out in April 2019. The main objective is to significantly modernize court operations, integrating court operations and data management into a single and coordinated system with a user-friendly interface. The IECMS will computerize and standardize the paper-based case records of the National Court, Court of Appeal and the Supreme Court and enable the full reproduction of cases, thereby improving the quality of court case information. The IECMS supports the proactive management of cases by court managers by providing them with alerts, milestones, status updates and case reporting. The IECMS will contribute to improvements in the performance of court functions by providing accurate and timely data to court users. The IECMS is currently in the pilot stage and will be deployed to the following entities in the coming months: • Supreme Court • Court of Appeal • National Court • Admiralty Court • Roll of Lawyers d. Guyana | Management Information System for the Justice Sector of Guyana Client(s): Government of Guyana-Ministry of Legal Affairs Duration: October 2020 – September 2022 Synergy International Systems is privileged to work together with PricewaterhouseCoopers, in order to implement Management Information System for the justice sector in Guyana. Most Caribbean Community (CARICOM) member states, including Guyana, suffer from outdated legal frameworks, which result in weak justice systems that are rooted in inefficient business processes, inefficient technology, and inflexible decision-making models. High levels of crime and Case Management System for The Office of the Corporation Counsel - RFP 4548 27 | Page violence, as well as low trust in the criminal justice system, create considerable impediments to sustainable development. Giving high priority to this, The Government of Guyana (GoG), through the Ministry of Legal Affairs, and the Inter-American Development Bank (IDB) signed a Loan Agreement for an intervention in the Justice Sector of Guyana with key objectives being to reduce the use of pretrial detention and increasing the use of alternative sentencing. A fundamental requirement to achieve the stated loan program objectives, as well as Guyana’s broader development agenda, is the availability and use of data to support evidence-based decision-making. Data to establish a common understanding about the extent of the case backlog and pre-trial detentions, the correlation and causation of crime, and the impact of interventions on targeted issue areas (e.g. night court on case backlog) and targeted groups (e.g. women, youth, ethnic minorities, financial strata). The lack of data feeds the ‘unknown’ that limits strategic thinking across the justice system, stymies coordination among the key stakeholders, and contributes to perceptions of bias, discrimination, and mistrust. Data is therefore fundamental to creating enabling environment to promote trust and confidence in a country’s ability to enforce property rights, check abuses of government power, and otherwise uphold the rule of law. In October 2020, Synergy International Systems and PricewaterhouseCoopers Advisory Services Limited were contracted by the Ministry of Legal Affairs to implement Management Information System for the justice sector in Guyana. With common efforts, Synergy and PwC will design an Integrated Management Information System, which will improve and streamline the current business processes and will enable key justice institutions to input and access to live data, share information, and generate reports. This will allow for easier disposition of cases and decision-making by Officers in the Justice Sector. The envisioned MIS will be used by the Juvenile Justice Unit, Child Protection Agency, Probation Services Department of the Ministry of Social Protection, The office of the DPP and Police Prosecutors, Restorative Justice Office of Guyana and The Ministry of Legal Affairs to modernize the Correctional System and to reduce the average number of days from indictment to conclusion from 220 days to 90 days and even lower. With this consultancy, Synergy will further enhance the roadmap for the use of ICTs to empower strategic evidence-based decision-making and contribute to organizational efficiency through Automated business processes. Synergy-PwC team is currently working to design and implement a solution that corresponds to the specific circumstances of the project by leveraging a unique, highly user-configurable and Case Management System for The Office of the Corporation Counsel - RFP 4548 28 | Page easily customizable Synergy Case Management System (CMS) that is specifically designed for the Justice sector institutions. e. Tonga | Purchasing of Software Products: Installation, Configuration and Providing OnGoing Support for Court Management System Client(s): Ministry of Justice of Tonga Duration: Sep 2021 – Aug 2025 Tongan Courts have been using a locally built Case Tracking system which has been in operation for over 10 years. The Government of Tonga endeavors to improve judicial services and enable easy communication and better service delivery for citizens. While the Case Tracking system has proven to be a management and administration tool for the Tongan Courts, evolving internal processes and the availability of new technologies has necessitated a new Court Management Information System (CMS) initiative. The recent reviews carried out by KMPG, and Coffey/TJSSP Advisor further identified the deficiencies of the current system and lack of essential functionality (such as document management, fine management, orders, reporting etc.) that is vital for the effective operation of the Courts. Taking this into consideration, Tongan courts and the Ministry of Justice of Tonga decided to procure an all-encompassing platform that will reflect the current business processes of the Judiciary and assist all parties to have easy and ad-hoc access to the information required to process cases and implement day-to-day operations. In September 2021, Synergy has been contracted by Ministry of Justice of Tonga for the installation, configuration and provision of on-going support for Court Management System. Accordingly, Synergy’s CMS solution will streamline the business processes of the Tongan courts, eliminate data duplication, and have a single record for each person, optimize and improve judicial expedience by enabling litigants, lawyers etc. to electronically file cases, submit all case related information and track cases throughout the entire lifecycle, become a system for effectively managing the entire case lifecycle, resulting in significant time and cost savings and minimizing human intervention in case processing, enable users to collect and manage consolidated information on case specific data, ensure effective case processing, including fee payments and overall court performance, and improve the transparency and accountability of judicial institutions. The envisioned system will provide each court and court level with a configured interface to perform its specific function, restricting access based on user roles, permissions, and jurisdiction levels. Case Management System for The Office of the Corporation Counsel - RFP 4548 29 | Page f. Moldova | Development and Implementation of the Forensic Case Management System (FCMS) Client(s): UNDP Moldova Duration: March 2021 – ongoing Synergy has been awarded a contract to develop Forensic Case Management System (FCMS) within the UNDP “Strengthening Efficiency and Access to Justice in Moldova” Project (A2J Project). By implementing A2J project, UNDP is supporting the country’s institutional development. In particular, the project is designed to support achieving a higher efficiency of services in the justice sector and to increase access to justice for everyone. It particularly encourages to secure equal opportunities for men and women, as well as marginalized groups in the field of judiciary system. The FCMS will serve as a centralized database for the Ministry of Justice of the Republic of Moldova, United Nations Development Programme (UNDP) in the Republic of Moldova, National Centre for Judicial Expertise (NCJE), Forensic and Judicial Expertise Centre under the General Police Inspectorate, Centre of Legal Medicine, Electronic Governance Agency (eGA), and Information Technology and Cyber Security Service (ITCSS, ro: STISC), ensuring that appropriate access rights are given to the users of each institution and department. The main purpose of the Forensic Case Management System (FCMS) is to: I. Improve processes management and keeping of records of data, information and documents related to the field of judicial expertise II. Ensure the custody of evidence – the objects that are subject to judicial expertise. III. Improve access to justice for the vulnerable groups at the subnational level. This modern integrated management tool will bring together in a single information space all the data and processes in which the staff of the national forensic institutions is involved, as well as the employees of other public authorities/institutions within the justice chain of the Republic of Moldova, which according to national legislation have the role of demanders of judicial expertise. In the scope of this assignment, Synergy will provide an “A-Z” technological solution for FCMS development building on the Synergy eCase off-the-shelf platform. The project team will cooperate with the UNDP, Ministry of Justice, and Forensic institutions focal teams throughout the project implementation. Synergy envisions executing the project and delivering the FCMS within 42 weeks after the official contract signing date. At this moment, all the prior project preparatory works are implemented, and project team has officially kicked-off the project inception phase. Case Management System for The Office of the Corporation Counsel - RFP 4548 30 | Page g. Ukraine | eCase Management system for National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s Office (SAPO) Client: National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s Office (SAPO) Duration: 2019-ongoing Support of anti-corruption efforts in Ukraine is a matter of high priority for Denmark and the rest of the EU, contributing to the enhancement of democracy, as well as future economic growth and trade between Ukraine, Denmark, and the rest of the EU Member States. The EU Anti-Corruption Initiative (EUACI) is the largest EU-supported programme in the area of anti-corruption in Ukraine so far. The overall objective of the EUACI is to improve the implementation of the anti-corruption policy in Ukraine, thus, contributing ultimately to a reduction in corruption. EUACI is a leading driver for this project and is aimed at: 1. Strengthening the capacity of the newly created anti-corruption institutions 2. Enhancing external oversight over the reform process by the Verkhovna Rada 3. Enhancing the capacity of the local government, civil society, and media to contribute to the fight against corruption One of the key bodies created in Ukraine for law enforcement is the National Anti-Corruption Bureau of Ukraine (NABU). The NABU was established in October 2014 created with the purpose of cleansing the government of corruption in order to enable the formation and development of a successful society and efficient state. To strengthen the coordination and exchange of information between the anti-corruption institutions of Ukraine in terms of repression of corruption, the Danish Ministry of Foreign Affairs, the Danish Embassy in Kyiv (MFA), and the EU Anti-Corruption Initiative (EUACI) have procured an integrated eCase Management System (eCase MS). In September 2019, Synergy has been awarded the contract through international competitive bidding for the design and the development of the integrated eCase Management System to serve for the National Anti-corruption Bureau of Ukraine (NABU), Specialised Anti-corruption Prosecutor’s Office (SAPO) and High Anti-Corruption Court (HACC). It is called to provide extensive functionality for automation of the pre-trial investigation workflow. The stakeholders are the investigators at the NABU, the prosecutors at the SAPO, the High Anti-Corruption Court (HACC), lawyers, and other persons involved in pre-trial cases. The eCase MS exchanges case documents with two courts for investigative judges and in High Anti-Corruption Court. The implementation at these sites will contribute to enhancing pre-trial investigation performance and increasing the number of anti-corruption cases under investigation by elimination of the existing paper workflow and transition to electronic form. The integrated Case Management System for The Office of the Corporation Counsel - RFP 4548 31 | Page system enables efficient electronic interaction of detectives, prosecutors, and judges involved in the pre-trial investigation, speeds up decision making, decreases routine travel time, saves costs, and increases time to be devoted to investigations rather than routine administration. The eCase MS covers the following main functionalities: 1. Deliver communications between the detectives, prosecutors and the court in an electronic form; 2. Allow replacing where it is applicable all paper-based documents in the case with electronically signed documents; 3. Create/register new or merge/split/transfer existing criminal cases; 4. Assign detectives and prosecutors to the criminal cases, set up investigation and prosecution groups; 5. Document procedural actions, as well as create, review and approve respective procedural documents (protocols, complaints, etc.); 6. Upload, download and view all the annexes to the procedural documents including scancopies, photos, audio- and video records; 7. Enter and modify/update information on the participants of the criminal cases; 8. Plan execution of procedural actions and track status of their delivery, assign and track deadlines to the actions; 9. Perform automated data exchange with external state registers and databases; 10. Segregate and control user access to the system to ensure rights to data according to roles, users, profiles and standards to access and restrictions to information security in terms of pre-trial investigations. Anti-corruption authorities are going to launch a pilot on eCase in May-June 2020. It is the first to be protested by the National Anti-Corruption Bureau, the Specialized Anti-Corruption Prosecutor's Office and the High Anti-Corruption Court as reported by the press service of the Prosecutor General's Office reports. eCase MS has already been introduced to members of the Law Enforcement Committee and representatives of the Office of the President. According to Deputy Prosecutor General, the project, which began back in 2014 with the support of the EUACI, is "an important element in the development and reform of prosecutors and the criminal justice sector." The department emphasizes that full automation of "paper" actions gives benefits for all participants of criminal proceedings. The prosecutor's office will be able to control the progress of the investigation and to carry out procedural guidance online. The team will promptly receive and be able to analyze the data, as the system updates all the information at every stage, plans time management and a task calendar. Witnesses, suspects and their representatives will also receive the necessary documents in electronic format. Judges will also have access to the system, even in court, to further examine the evidence and key positions Case Management System for The Office of the Corporation Counsel - RFP 4548 32 | Page in the proceedings. Attorney General's Office has already drafted changes to legislation that could be one of the steps to digitize the country as a whole, and the criminal process in particular. h. Armenia | Design and Development of the Integrated Office Management (IOM) System for the Office of the Representative of the Republic of Armenia Before the European Court of Human Rights Client(s): European Court of Human Rights Duration: April 2022 – October 2023 The Committee of Ministers adopted The Council of Europe Action Plan for Armenia 2019-2022 in 2019. In frames of the undertaken action plan, the Council of Europe is implementing a Project Support for the execution by Armenia of judgments in respect of Article 6 of the European Convention on Human Rights. The provision of accessible, full and effective justice, as understood by Article 6 of the European Convention on Human Rights, will bring a better enjoyment of human rights to the Armenian public. The key objective of the Project is providing support to Armenia to execute the European Court of Human Rights (ECHR) judgments in which violations of Article 6 of the Convention are established. It is envisioned to create statistical databases to collect, process and analyze data on the execution of national judgments and provide more reliable data on the execution of ECHR judgments. The scope of the assignment includes design and development of IOM system with embedded Case management and Document management systems to facilitate, optimize and digitize the case management and document processing within the Office of the Representative of the Republic of Armenia Before the European Court of Human Rights. The operations and business processes of the below-mentioned four departments will be automated within the CMS: 1. Department for the representation of the interests of RA before the European Court of Human Rights 2. Department for the execution of the ECHR judgments 3. Department for the representation of the Republic of Armenia before arbitration tribunals and other institutions 4. Department for research and development Case management system (CMS) will include have three dedicated sections for the departments of Office with various user roles and user-specific permissions and access. The user interface of the CMS will be equipped with case-related information collection, storage, and processing tools. The system will also allow to include sophisticated data search, analysis, and reporting capabilities. Case Management System for The Office of the Corporation Counsel - RFP 4548 33 | Page The document management system will enable the users to create, store and manage documents based on predetermined document templates. It will be possible to create document templates from scratch from the CMS. The CMS will auto-populate case-related data to produce the document. i. Zimbabwe | Integrated Electronic Case Management System (IECMS) Client(s): Ministry of Justice of Rwanda Duration: 2020 – ongoing The Judicial Service Commission (JSC) of the Republic of Zimbabwe is encountering challenges in ensuring timely and effective service delivery due to the lack of systems and limited institutional capacity. The absence of an all-encompassing platform that reflects the current business processes of the judiciary creates a considerable impediment to the effective handling and resolution of cases in a timely manner. Subsequently, JSC strives to improve the judicial services and enable easy communication and better service delivery for the people of Zimbabwe. In December 2020, Synergy International Systems was awarded by The Judicial Service Commission (JSC) of the Republic of Zimbabwe to implement Integrated Electronic Case Management System (IECMS) for the Judicial Service Commission of Zimbabwe. The overall objective of the assignment is to implement a software solution that integrates Constitutional Court, Supreme Court, Commercial Court, High Court, Labor Court, Administrative Court, Magistrates Court, and Sheriff of the High Court under one IT solution and automate and track all aspects of a case life cycle from initial filing through disposition and appeal. The envisioned IECMS solution provides each court and court level with a configured interface to perform its specific function, restricting access based on user roles, permissions, and jurisdiction levels. As part of the project, IECMS streamlines the business processes of all the courts of JSC, optimize and improve judicial expedience by enabling litigants, lawyers etc. to electronically file cases, submit all case related information and track cases throughout the entire lifecycle, assist all parties to have easy and ad-hoc access to the information required to process cases and implement dayto-day operations. The statistical data of all courts is automated thanks to the Reporting and Analytics Module of the system, which is one of the major accomplishments and process changes brought about by the adoption of the IECMS. In the past, it was very difficult to gather data and put together monthly reports to give management detailed statistics. The system enables the automatic collection of all necessary data and the generation of reports for each court, each court level, and even the entire judiciary. Case Management System for The Office of the Corporation Counsel - RFP 4548 34 | Page Aside from that, and among the numerous features of the system, the virtual hearing capability has had an immediate impact on the operation of the courts. The functionality ensured that urgent hearings such as remand and bail hearings could be conducted through a virtual connection between the court and prisons. In addition to facilitating urgent court services to prisons, virtual court hearings were aimed at reducing costs associated with transporting prisoners to and from courts. This also reduced transport costs for other litigants who did not have to physically go to court since hearings could be conducted in the comfort of their offices or home. To summarize, IECMS enables the full reproduction of cases along with the processing of information in the event of loss or physical damage of the file, manages case specific data, thereby enabling the monitoring of case activities, and supporting decision-making through the use of real-time data and analytics, and finally strengthens the accessibility and integrity of the Zimbabwean justice system by enabling relevant parties to interface electronically with judicial bodies and services. Case General Information Dashboard Case Management System for The Office of the Corporation Counsel - RFP 4548 35 | Page j. Rwanda | Justice Sector Integrated Electronic Case Management System (IECMS) Client(s): Ministry of Justice of Rwanda Duration: 2014 – ongoing Synergy International Systems, Inc. was contracted by the Ministry of Justice of Rwanda to lead the formulation and development of the Integrated Electronic Case Management System (IECMS). The system covers all existing investigation, judicial and administrative organizations of the Justice Sector, including the Rwanda Investigation Bureau (RIB)/Rwanda Police Force, National Public Prosecution Authority (NPPA), Judiciary, Rwanda Bar Association (RBA), MINIJUST, and Rwanda Correctional Services (RCS), including Judgment Execution and Online Auctioning process. Rwanda Integrated Electronic Case Management System (IECMS) serves as a single point of entry for all Justice Sector institutions and accommodates the entire case life cycle from filing to execution. The system standardizes case record storage and streamlines processes; manages consolidated information on the case data and ensures effective case processing thereby facilitating the decision-making process. Data moves seamlessly from one justice sector institution to another improving communication, eliminating duplication, and reducing the likelihood of processing errors. Rwanda IECMS currently captures over 40,000 users and covers a number of courts, prosecution offices, investigation offices, and prisons in total above 400 offices sector wide. Savings from the implementation of IECMS have been substantial as a result of reductions in the use of paper, transport costs, time spent in court, time spent by court clerks in registering cases, and the need for storage space. The system also reduces costs by supporting the archiving of documents and streamlining business processes and public services. With IECMS, information is as and passed on digitally, data exchange is not fragmented, and case histories are complete and ready on demand. Case management is automated, correspondence is exchanged electronically, and fee payments are dealt with through dedicated websites and forms that simplify and streamline court proceedings. The IECMS has been enhanced with a judgment execution portal, which tracks the execution of decisions done in civil cases. The IECMS judgment execution module has auction scheduling and processing functionalities whereby users can track the full process of auctioning off any type of asset. On 4th March 2016, IECMS won a continental public management award organized by the African Association of Public Administration Management (AAPAM). In July 2017 it was awarded a Top Ten Court Technology award by the National Association for Court Management in the United States. Case Management System for The Office of the Corporation Counsel - RFP 4548 36 | Page Key Benefits • Faster case processing which is leading to sector performance. o New case start hearing time reduced from 7 months in 2011-2012 to 3.4 months in 2016-2017 o Case backlogs in courts have reduced from 42% in 2012-2013 to 23% in 2016-2017 o People coming in for in-person for case filing has been reduced from 23% in 2013 to less than 2% in 2017. o Electronic case filing increased from 24% to nearly 100% between 2013 and 2017. • Improved institution and staff performance management • Reductions in human errors through various controls and validations • Easy and effective communication between citizens and government • Automatic digital archiving of sector dossiers. General Information Form k. Uganda | Electronic Court Case Management Information System Client(s): Judiciary of Uganda Duration: 2019 – ongoing In September 2019, Synergy, in partnership with a Ugandan IT firm Sybil Limited, signed a contract for the implementation of the Design, Development, and Maintenance of Uganda ECCMIS. Over the course of the project, Synergy will be providing the technology to modernize Uganda’s court case management. The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The system is planned to automate and track all aspects of a Case Management System for The Office of the Corporation Counsel - RFP 4548 37 | Page case life cycle from initial filing through disposition and appeal as to each individual party for any case type. It will provide each court and court level with a configured interface to perform its specific function restricting access based on user roles, permissions, and jurisdiction levels. A project kickoff workshop instigating the implementation of the Uganda Electronic Court Case Management Information System (Uganda ECCMIS) took place in October 2019, at Synergy’s Global Learning and Development Center in Yerevan, Armenia. The week-long workshop set the expectations and the roadmap for the successful implementation of Uganda ECCMIS. The Needs Assessment and System Design period followed, and the System Requirements Study and System Design Document have been approved and development is underway. The ECCMIS solution is going to provide the Judiciary of Uganda with a computerized case management system (CMS) that will reduce delays and transaction costs associated with processing cases in the judiciary and expand access to justice services for citizens and legal practitioners. The envisioned ECCMIS will serve as a sector-wide platform to assist all officials accessing the system with easy access to the information required to process cases and implement day-to-day operations. The ECCMIS will also help to standardize case record information storage and streamline current processes, thus facilitating a more effective follow-up at different levels. The assignment goals include design, development, deployment, and maintenance of: • A fully featured system that automates and tracks all aspects of a case lifecycle, from initial filing through disposition and appeal as to each individual party for any case type. • A system that is founded on the existing business rules and processes at the Judiciary of Uganda and requires minimal human intervention. • A system that facilitates the efficient and reliable collection, organization, distribution, and retrieval of significant amounts of case-specific data, as well as the processing of payment for relevant court fees and fines by citizens. • A system that enables report generation for decision-making. • A system that establishes a more efficient and effective process of resolving cases in courts. Project Kickoff Workshop at Synergy’s Global Learning and Development Center Case Management System for The Office of the Corporation Counsel - RFP 4548 38 | Page Uganda ECCMIS will enable the country’s judicial sector to radically improve its court procedures, rendering them transparent and more efficient. Besides automating the country’s court case management and making processes transparent, paperless, and more efficient, it is anticipated that Uganda's ECCMIS will have long-term implications on the overall advancement of the country’s economy. l. Tanzania | AfCHPR Tanzania - Case Management System Client(s): African Court on Human and Peoples’ Rights (AfCHPR); UNDP Ethiopia Duration: 2013 – 2017 Established in 1998, the African Court on Human and Peoples’ Rights (AfCHPR) in Arusha, Tanzania has jurisdiction over all cases and disputes submitted to it regarding the African Charter on Human and Peoples’ Rights, as ratified by 26 African states. Having adopted its Final Rules in 2010, the result of harmonization between the AfCHPR and the African Commission on Human and Peoples’ Rights, the AfCHPR engaged UNDP for support in institutional strengthening. Specifically, the AfCHPR hoped to achieve more effective and efficient delivery of services around its mandate of ensuring the protection of human and peoples’ rights in Africa. With the goal of building its case management capacity, AfCHPR coordinated the design, development, and installation of a comprehensive and secure Case Management Information and Documentation System (CMIDS). To achieve the mandate of the AfCHPR, especially as caseloads are expected to increase over the long term, court staff must have the resources necessary to receive and process cases and disputes concerning the Charter. Paper-based systems limited the volume and accuracy of case processing. They also created difficulties in distributing case information, posing a significant risk of permanent information loss in case physical files are damaged. In 2012, AfCHPR contracted Synergy International Systems to design, develop, and implement the required Case Management Information and Documentation System. The system covers the following key functionality: • Case capturing that includes Case Details, Case Documents, Exhibit Items, Case Notes, Physical Record Movement, Audit Trial • Document Translation which is designed to allow submitting document translation requests remotely via Internet • Workflow designer • Data visualization and analytics • Administration Centre that allows full customization of the system and user settings The CMIDS for the African Court on Human and People’s Rights significantly modernized court operations and made public court information more accessible and transparent to all Member States, AUC and other interested parties. The CMIDS primarily aimed to computerize paper-based Case Management System for The Office of the Corporation Counsel - RFP 4548 39 | Page case records in order to enable the full reproduction of cases. The CMIDS also helped standardize case record information keeping, streamlining current processes, which facilitated more effective follow-up at different levels: • Judiciary Services – the system analytics measure and monitor the effectiveness of the court in terms of the timeframe between case filing and final judgment. • Judges and other Judicial Staff – the system empowers managers to monitor and evaluate the performance of Judges and other Judicial Staff in order to ensure that they function at optimal capacity (there is currently no other way for evaluating the performance of the judicial officers, only case and case processing statistics). • Cases – the system monitors the progress of each case separately and ensures compliance to laws and regulations. • Work Tasks – the system enables users to follow up on the progress of assigned work tasks (and also monitor the commitment and productivity of responsible individual staff members). In 2018, AfCHPR contracted Synergy to upgrade the existing system with a new version of Synergy eCase technology and provide more advanced features of the software such as QR code assignment and tracking, and MS Office integration. The upgrade encompassed improvements such as an updated user interface, updated reporting module, interactive workflow designer, and an e-filing module. The upgraded system also supports multi-lingual interfaces supporting English, French, Portuguese and Arabic. m. Lesotho | Case Management and Tracking System Client(s): Millennium Challenge Account – Lesotho Duration: 2012 – 2014 Prior to the IECMS, Judicial processes in Lesotho were paper-based, labor-intensive and time-consuming. Lesotho’s courts lacked the hardware, software, and internal capacity to properly track and efficiently process cases. This weakened the ability of businesses and individuals to resolve commercial disputes and enforce contracts, reducing Lesotho’s attractiveness to potential investors. In response, the Government of Lesotho and MCC designed the Civil Legal Reform Project with the goal of halving the time required to resolve commercial disputes. The project set up a new commercial court, developed alternative dispute resolution procedures, and established the IECMS. In July of 2012, Synergy was awarded a contract with the Millennium Challenge Account – Lesotho (MCA-Lesotho) for the supply and installation of a Case Management and Tracking System for the Case Management System for The Office of the Corporation Counsel - RFP 4548 40 | Page Kingdom of Lesotho to improve the ability of administrative staff to manage, track, and report on court cases, accelerating the disposal of cases. The project, jointly funded by the Government of Lesotho and the Millennium Challenge Corporation, was designed to promote private sector development by improving the ability of administrative staff to manage, track, and report on court cases, thereby reducing the amount of time it takes to dispose of cases. The Lesotho Case Management System (Lesotho CMS) is an automated information management system that is designed to improve efficiency and coordination of court activities in the Kingdom of Lesotho. It provides court administrative staff with the ability to manage and track case workflows within the courts. The application replaces the paper-based workflows and static spreadsheets currently in use in Lesotho with a fully integrated case tracking and reporting tool. Lesotho CMS integrates web-based tools for online data collection, searching, reporting, and workflow management. The main objective of Lesotho CMS is to serve as a reliable and credible source of information and to support reform in the judiciary field by effectively improving the judicial management processes of the Lesotho High, Magistrates and Commercial courts. It is also a powerful tool for preventing permanent loss of information, reducing the risk of human error, and digitizing case records. The system was designed to serve as the main database and data collection and reporting system promoting accountability and increased public trust and confidence. Lesotho CMS maintains both criminal and civil case types as well as the entire scope of case management from case initiation to disposition. Lesotho CMS schedules court hearings, assigns judges, and maintains all the data provided by each court proceeding. All the hardcopy documents involved in complicated, lengthy cases may be scanned and retained for later viewing or reference. Lesotho CMS consists of the following applications, each dedicated to handle cases of that court: • High Court • Magistrates Court • Commercial Court n. Kosovo | Effective Rule of Law (EROL) Program Client(s): Kosovo Judicial Council; USAID Kosovo; Checchi and Company Consulting Duration: 2011 – 2015 In partnership with USAID/Kosovo and Checchi and Company, Synergy was contracted in Kosovo for information technology consulting services to strengthen the independence, accountability, and effectiveness of Kosovo's justice system. In February of 2012, Synergy conducted an on-the-ground consultancy mission in Pristina, Kosovo to assist various Kosovar judicial entities in developing strategic plans for their web presence. As Case Management System for The Office of the Corporation Counsel - RFP 4548 41 | Page part of the mission, Synergy personnel facilitated workshops for senior judicial officials and information technology officers, considering: process, strategic planning, definition of goals and objectives on design, functionality and content; maintenance resource requirements; special needs and priorities for the transition to a new court structure; integration and interoperability with other web capabilities; and confidentiality and privacy in website development and design. Following the workshop, Synergy drafted an outline for a mid-term web strategy with tangible action steps and a set of web portal requirements. Building on work conducted in February, Synergy consultants returned to Kosovo in July and October of 2012 to prepare judicial case management system development requirements and terms of reference. Our analysts conducted interviews with professional and support staff and prepared detailed reports setting forth development requirements and specifications. The result was the release of comprehensive, detailed development requirements and specifications documentation for the installation of database and case management systems for the Department of International Legal Cooperation and the State Advocacy Office. The Government of Kosovo used Synergy’s Terms of Reference to procure the services of a national software development firm for these electronic solutions. Case Management System for The Office of the Corporation Counsel - RFP 4548 43 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 44 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 46 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 47 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 50 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 53 | Page g. Tanzania | Case Management System for the African Court on Human and Peoples’ Rights (AfCHPR) Case Management System for The Office of the Corporation Counsel - RFP 4548 54 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 55 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 56 | Page E. Technical Specifications and Functional Requirements I. Technical Specifications Overview i. Solution Overview Synergy proposes to design and implement the envisioned Electronic Case Management System based on Synergy’s proprietary software solution – Synergy eCase. The proposed solution is based on IDM (latest version IDM 8), which has served us for more than 25 years with its enhanced features and functions, such as workflow process management, collaborations, ability to query various types of data sources, etc. To be cost effective, thus assuring the desired high level of system security, availability, and performance, we recommend open-source technologies for DB (PostgreSQL RDBMS) and OS (Debian, Linux). Synergy eCase is a web-based system, thus accessible via a Web browser without any need for local installation on a user’s PC. Synergy eCase based ECMS will be developed according to a Microservices architecture, which being an industry-proved software architecture model, is suitable to support enterprise-level client/server applications by resolving issues like agility, scalability, security, fault tolerance, etc. The solution will consist of multiple components that will be deployed as multiple services. However, the application components will not function independently, but will interact and communicate with one another through defined interfaces. ii. Overview of Synergy IDM Technology Platform All Synergy products share the same underlying technology platform - Synergy Intelligent Data Manager (IDM), which is a complete platform for rapidly building web-based business applications. The proposed solution – Synergy eCase, is also based on IDM (latest version IDM 8), which serves us for more than 20 years with its enhanced features and functions, such as workflow process management, collaborations, ability to query various types of data sources, etc. Case Management System for The Office of the Corporation Counsel - RFP 4548 57 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 58 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 59 | Page iii. Software Architecture Synergy eCase© employs microservices architecture and as an industry-proven software architecture model, it is appropriate for supporting enterprise-level client/server applications by addressing challenges such as agility, scalability, security, and fault tolerance, among others. Synergy eCase© employs a metadata-driven architecture in which an application's features and functionality are stored in a metadata repository, referred to as the knowledgebase, rather than being hard-coded in a programming language, and this is the primary reason why Synergy eCase© outperforms any other alternative technologies and architectures considered. Thus, Synergy eCase© is not a simple system with limited functionality, but rather a robust solution with enhanced technologically advanced capabilities such as OCR, e-Signature, Document Management, etc. The solution will consist of multiple components that will be deployed as multiple services. However, the application components will not function independently, but will interact and communicate with one another through defined interfaces. Within each service n-tier architecture is used. The services are developed and deployed independently of one another. Moreover, Synergy eCase© is a containerized solution, which can be deployed in various operating systems that support Docker engine. This way, Synergy eCase© is fully portable. Being an application designed by Microservices architecture, the solution will have the following advantages over applications adhering to other types of technical architectures (e.g., monolithic, etc.) which also fully covers the benefits laid out in the RFP. Secure | Microservices architecture will provide better and finer security control as it is possible to enforce different level of security to different services if security requirement differs from service to service. Easy to manage |Microservices architecture will enable to manage each service separately, without affecting the other tiers. Since each service will have its own presentation layer, service layer, business logic layer, and persistence layer, it will allow to easily manage the system. Case Management System for The Office of the Corporation Counsel - RFP 4548 60 | Page Scalable | Microservices Architecture is highly scalable both vertically and horizontally due to its capability of multiple service deployment and service decoupling. Flexible | Implementing Microservices architecture for the solution provides a more effective solution for the system, its users and other parties involved as business processes and data sources tend to change over time. It will be possible to change or upgrade one service without affecting other services. This means that pension department can add more components without having to rewrite the entire application or redesigning the whole software, thus making it easier to scale or maintain. Therefore the ECMS will have the technical capability to handle increased usage and any future enhancements and additions of District Courts’ Business Processes. More efficient development | It will be friendly and efficient for development as it will be easy to co-work on the different services. It will also allow to modify in support of changing business rules and there is less risk modifying the code that implements any given business rule. Easy to add new features | Microservices architecture will allow to add new feature/module without affecting other services. Easy to reuse | It will offer the highest potential for service reuse and sharing. Moreover, application partitioning will be used for the application to flexibly distribute application logic for optimal performance. The partitioning of the application components will be used to achieve the following major benefits: • It reduces the turnaround time for the data result. • It decreases the amount of network traffic necessary to transfer the data to the client. • It supports multiple, diverse hardware/software configurations. ADVANTAGES OF THE MICROSERVICES ARCHITECTURE Case Management System for The Office of the Corporation Counsel - RFP 4548 61 | Page • It enables object and component reuse as services can be shared within and among applications. • It ensures separation of business rules from presentation and data. Besides, application partitioning overcomes the limitations of previous renditions of client/server architectures, such as overloaded clients, low reliability, reduced performance and network bandwidth, inflexibility, and high maintenance. In the system, the processing load will be distributed across multiple nodes. This will allow maximizing the benefits of the Microservices model. Because microservices approach will be used to develop the ECMS, it will be important to note that microservices will interact with each other with strict and fixed protocols. This approach will result in the application being easier to maintain and to enhance because coupling is reduced in services. Currently, Synergy eCase© has over 50 services. Each Microservice has its own service layer, business logic layer, and persistence layer. • Service Layer • Business Layer • Persistence Layer Presentation Layer is presented as a separate service/application. Microservices Architecture Presentation Layer | in other words the user interface provides the user means to interact with the application through intuitive screens that employ techniques to make the application easier to learn and use. The graphical user interface (GUI) will target the most popular desktop environments and support the business requirements of the system. The presentation layer will provide means for the user to enter new data, view/edit existing data, run pre-defined reports, and perform administrative tasks. Case Management System for The Office of the Corporation Counsel - RFP 4548 62 | Page Service Layer | the Microservices used to develop eCase© systems interact with each other through strict and fixed protocols. This approach results in the system being easier to maintain and to enhance as coupling is reduced in services. More specifically, the web services developed within the scope of the Synergy eCase© projects are implemented based on the Representational State Transfer (REST), a decoupled architectural style and lightweight approach to communications emphasizing that interactions between client and service are enhanced by having a limited number of operations. These features make REST an ideal choice for application program interfaces (APIs) that are used to build web services for the eCase© projects. Business Layer | eCase© projects are designed to have a separate business layer for each microservice that encapsulates and handles all the business domains and logic. It is used for processing complex business rules, transforming data, applying policies, and for validation. It serves as a means for decoupling business logic from presentation and data access code and for simplifying the testing of business logic. Having a separate layer for business rules and their processing improves the maintainability of the system. The business layer in the eCase© projects is used to store the business rules on how to retrieve the data from the databases and then how to pass the retrieved data to the server that takes this information to display on the presentation layer. The business layer is used to ensure cross-layer communication through the messaging middleware (a messaging method of communication between software components and different applications), REST service, and APIs. Persistence Layer | encapsulates the behavior needed to make data persistent, that is to say, write, and delete data to and from permanent storage, e.g., a database. Each system component stores the data in its own database. The database manages data storage, structure, access, and security. Data can be organized into related tables so that relationships between and among the data can be established. The database is implemented on a separate layer from the presentation and business objects. Data synchronization is used across the databases that comprise the persistence layer for keeping them up to date with each other's data changes. This helps to avoid data discrepancy and ensures data consistency in different services. This way, the data stored in the data entry tables are synchronized with the Elastic search service. In the same way, the data are synchronized with the eCase© Analytical Platform. Case Management System for The Office of the Corporation Counsel - RFP 4548 64 | Page on any kind of deployment platform. Various components of Spring framework are used such as Springcore, Spring-webmvc, Springcontext, Spring-aop, Spring-jdbc HikariCP HikariCP Java sql connection pool. Backend Apache Log4j 2 Apache Log4j 2 Apache Log4j is a Java-based logging utility and part of the Apache Logging Services. Backend javamelodycore JavaMelody The goal of JavaMelody is to monitor Java or Java EE application servers in QA and production environments. Backend Actix Actix Actix allows to quickly and confidently develop web services in Rust, which is a blazingly fast and memory-efficient language. Backend OpenAPI3 OpenAPI3 The OpenAPI is a specification for machine-readable interface files for describing, producing, consuming, and visualizing RESTful web services. Backend NodeJS NodeJS Node.js is an open-source, crossplatform, back-end JavaScript runtime environment that executes JavaScript code outside a web browser. Backend jQuery jQuery jQuery is a cross-platform JavaScript library designed to simplify the client-side scripting of HTML. Frontend TypeScript TypeScript TypeScript is a typed superset of JavaScript that compiles to plain Javascript. Frontend Angular Angular Angular is a toolset for building the framework most suited to the application development. It is fully extensible and works well with other libraries. Frontend MDL MDL Material Design Lite is a CSS library that adds a Material Design look and feel to websites. Frontend Case Management System for The Office of the Corporation Counsel - RFP 4548 68 | Page II. Functional Specifications of eCase Based ECMS i. Overview of Proposed Solution | Synergy eCase Synergy eCase© can be viewed as low-code to no-code solution. Synergy eCase© is a flexible, customizable, and web-based case management system specifically designed to meet public sector needs and can be positioned as a customizable and configurable solution. The solution can easily be deployed in the Cloud, but also provides the client flexibility to host on premises in case of the availability of necessary resources and client requirements. Synergy eCase© is a role-based workflow-driven system that can serve as a centralized database with unique user interfaces for any participating public sector institution. Synergy eCase© stands out from other available solutions in the market because it is a low-code solution, meaning that no time is spent on writing a single line of code and the main components of the system are modified via a set of configuration tools (so called builders: Workflow Builder, Form Builder, Entity Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and customize content and make the necessary configurations with minimal efforts at the application level. Synergy eCase© possesses the full scope of capabilities necessary to fully automate the business processes and administrative procedures of Office of the Corporation Counsel. This improves the speed with which cases are processed, eliminating duplication of effort across departments, and reducing the time required to transmit documents. Synergy proposes to design and implement the envisioned Electronic Case Management System (ECMS) for based on Synergy’s proprietary off-the-shelf software solution – Synergy eCase©. Below are presented the technical capabilities of Synergy eCase© that allows administrators to manage the application and all its instances. Case Management System for The Office of the Corporation Counsel - RFP 4548 69 | Page Form and Field Generation | A flexible and dynamic form-generator allows users to build, design, and manage data entry forms that capture case details without writing a single line of code. This ensures adaptability and system sustainability. Responsive design principles optimize the user experience across all devices: mobile, tablet, and desktop. Form Builder in Synergy eCase© demo system Advanced Analytical Reporting | Synergy’s interactive data visualization toolkit includes reports, and charts that track case statistics and reveal trends, inefficiencies, and bottlenecks. Reports can be combined into dashboards to drill down into case data for improved analysis and decisionmaking. Users can save reports for future one-click access or share them with other users. Case Management System for The Office of the Corporation Counsel - RFP 4548 70 | Page Example of Country level reports in Synergy eCase© demo system Calendar and Task Management | Synergy eCase© Calendar control enables system users to manage daily schedules, tasks, internal and external meetings, and appointments. Users can keep track of task deadlines, and other events through their personal online calendar. Workflow prompts help to automate the scheduling of events and send notifications to all relevant parties. Calendar view in Synergy eCase© demo system API Gateway and Integrations | Synergy eCase© has a built-in interoperability capability to interface with other external systems to retrieve and/or send data via an API Gateway. Synergy eCase© supports open standards for data exchange with other applications based on a serviceoriented architecture. Role-based Access | Effective user management is essential to maintain a secure system. Rolebased access capabilities enable administrators to replicate organizational structures within the eCase© and set unique user access permissions for each department in each stage of the case life cycle according to their approved area of responsibility. Automated Workflow Processing | Synergy’s Workflow Designer enables the automation and continuous improvement of case processes and user actions. Administrators define the set of states that a case must pass through from initiation to closure. Synergy eCase© can incorporate business processes of any public sector institution, easily adapting to their rules and conditions. Case Management System for The Office of the Corporation Counsel - RFP 4548 71 | Page Application workflow example in Synergy eCase© demo system Collaboration, Messaging and Notifications | Synergy eCase© notifies users about events that occur in the system through configurable emails, system messages and SMS notifications. System users can collaborate by adding private or public notes and comments to case files. Notifications section in Synergy eCase© demo system Template and Document Management | Synergy eCase© provides the ability to transform forms and documents into dynamic and configurable templates. Users can select a standard template and auto-populate particular data from a particular case to produce a document. Case Management System for The Office of the Corporation Counsel - RFP 4548 72 | Page Document creation in Synergy eCase© demo system Optical Character Recognition | Synergy eCase© has built-in OCR, which supports English language. Through this capability users can convert the scanned document to searchable text within the system. OCR feature in Synergy eCase© demo system Audit Trail | Synergy eCase© is equipped with an electronic Audit Trail that tracks the source of all data submissions and timestamps all changes in the system. This enables the monitoring of operations performed in the system to provide advanced security and enable data validation, thus mitigating violations of system policies. Case Management System for The Office of the Corporation Counsel - RFP 4548 73 | Page Logs of Operations in Synergy eCase© demo system Voice to Text Transcription | Through Synergy eCase©, users will be able to convert the recording of the online session to text. This will make the transcript searchable in the system like the text documents attached to cases. Extracted transcription in Synergy eCase© demo system Virtual Court | Synergy eCase© has built in Virtual Court component which is fully adapted to court hearings and setup. Only hearing participants have access to the hearing via their credentials of the system. Moreover, users have the possibility to record the hearing and stream on YouTube publicly. Case Management System for The Office of the Corporation Counsel - RFP 4548 74 | Page Virtual court in Synergy eCase© demo system E-Filing and Online Case Data Entry | The case filing module supports logging and updating of cases, streamlining case filing for administrative staff, reducing potential backlogs, and eliminating the risks associated with physical case files. This replaces paper-based filing systems and enables virtual access from any web browser to a fully auditable single source of truth. Import/Export Capabilities | Synergy eCase© supports JSON and CSV format files enabling the bulk import of data from external systems in situations where integrations are not needed. Synergy eCase© can also export case data into MS Word, MS Excel, or Adobe PDF. All system reports, case files, or predefined forms and templates can be exported at the click of a button. e-Signature and e-Stamp | Synergy eCase© users can sign and stamp documents electronically using their touchpads or mouse. System also generates digital certificate to validate the electronic signature. Case Management System for The Office of the Corporation Counsel - RFP 4548 75 | Page Signing and stamping in Synergy eCase© demo system Stamping with a date in Synergy eCase© demo system Document Editor and versioning | Synergy eCase© users can edit the documents online without carrying this out on their computers. All changes of edited documents will be tracked in the system for security and audit. The solution allows the users to send documents as attachments to both case parties and external email addresses from within the case. So that whoever is required to be notified and is not a registered user of the system, can be delivered the information needed. Case Management System for The Office of the Corporation Counsel - RFP 4548 76 | Page Online editor in Synergy eCase© demo system a. Promoting Digitalization of Justice Sector Organizations via Webinars International Conference on the Role of CMS, June 11-13, 2019, Kigali, Rwanda In June 2019, Rwanda hosted the International Conference on the Role of Case Management Systems for Justice System Integration, Performance, and Country Development. It was organized by the Rwandan Ministry of Justice, in partnership with the Rwandan Ministry of ICT and Synergy International Systems, Inc. Over 150 participants – delegations representing Bangladesh, Benin, Kenya, Lesotho, Malawi, Papua New Guinea, Swaziland, Tanzania, Zimbabwe, and Rwanda, East African Court and Common Market for Eastern and Southern Africa (Comesa), as well as representatives of international development agencies – attended the conference. The conference showcased the Rwanda IECMS (Integrated Electronic Case Management System) – developed by Synergy – and demonstrated how electronic case management systems can contribute to the development of countries, specifically through achieving transparency, accountability, and equality before law. Moreover, the conference demonstrated the Rwanda IECMS in action and offered a platform for exchanging knowledge and best practices on the implementation of IECMS and the role it plays in improving access to justice. Case Management System for The Office of the Corporation Counsel - RFP 4548 77 | Page Apart from the above-mentioned conference organized by the Rwandan Ministry of Justice, in partnership with the Rwandan Ministry of ICT and Synergy International Systems, Inc., we have also participated in and sponsored number of other international conferences and forums organized worldwide, such as International Association for Court Administration (IACA), Southern African Chief Justices' Forum, Commonwealth Magistrates and Judges Association, Conference on the Automation of Criminal Cases, Induction Training For Supreme Court Judges and many others. Webinars In order to share with the audience our extensive experience and knowledge gained from past implementations, we organize series of webinars, where we showcase the functional capabilities of eCase©and how the client and/or end-user can benefit from it. Hundreds of justice sector representatives join worldwide to learn about technological progress and ask questions they are interested in. Below is the list of conducted webinars, based on which this document has been prepared: Webinar: Paperless Court - OCR, Transcription and Advanced Document Management In this webinar, we demonstrated new key features including online file versioning and comparison, optical character recognition, online payments, virtual court, automated transcription, secure emailing and online editing of case documents, etc. Webinar: Paperless Court - How It Works Case Management System for The Office of the Corporation Counsel - RFP 4548 78 | Page The webinar examined the key functionalities of a virtual court, from initial filing to disposition, and discussed how courts can manage cases throughout their lifecycle minimizing the use of paper. Performance Management for the Judiciary: Webinar 2 This webinar introduces the core concepts behind the recent introduction of a Judicial Performance Management System for the Judiciary of Rwanda. It identifies how the sector-wide IECMS enabled the monitoring of case statistics that can be integrated with staff evaluations to provide a systematic approach for monitoring Key Performance Indicators and staff performance. Integrated Electronic Case Management System: Webinar 3 This webinar looks at the key functionalities of an integrated electronic case management system and their role in accelerating countries’ progress towards a more transparent and accountable judiciary. Digital Courts: Zimbabwe Experience - Southern African Chief Justices' Forum Khachatur Matevosyan, VP of eJustice in Synergy shares Synergy's experience in implementing digital courts in Zimbabwe. Webinar: Digital Justice in the Pacific Region - Papua New Guinea Experience Ian Augerea, Registrar, Supreme and National Courts of Papua New Guinea and Tony Lansdell, ICT consultant join Levon Kirakosyan from Synergy to discuss digital transformation opportunities and challenges in the Pacific region. Webinar: Paperless Court for Administrators - How to Design a Justice System with Low-Code Approach Courts, prosecution and other justice agencies seek independence from software vendors when acquiring case management systems. As these systems are complex in their design and require a lot of resources to administer, the imperative is to empower and elevate customers to be independent and manage these tasks on their own in a low-code format. In this webinar, the Synergy team discuss how administrators and system analysts can build systems for justice without writing a single line of code. Digitalizing Justice Systems - Effectively Preparing For Your IT Project In this webinar, experts from Synergy International Systems delve into the critical process of needs assessment and shaping requirements for justice information and case management systems. Our speakers, Khachatur Matevosyan, Vice President of e-Justice at Synergy International Systems, Inc., and Niceson Karungi, e-Justice Expert, share their insights and experiences in developing effective justice information systems. They discuss the importance of understanding the specific needs of justice institutions and how to tailor system requirements to meet those needs. Case Management System for The Office of the Corporation Counsel - RFP 4548 79 | Page ii. Mandatory Requirements a. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Synergy’s Document management system is compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro. Laserfiche integration We offer two integration options with Laserfiche: 1. The proposed system can act as both a database and a case management system, and the data from Laserfiche can be migrated into the new system. In this case no integration will be required but data migration will be performed. 2. The proposed system can act as a database, but in case Laserfiche has a proper API, and depending on performance analysis, the data between the CMS and Laserfiche can be exchanged upon request via integration. The decision on which integration option to use will depend on cost constraints, system requirements, and performance analysis. Microsoft Windows 10 and 11 The envisioned solution is a web-based system that has no dependency on any specific operating system, and it only requires web browsers without any additional integration requirements. Exchange/Outlook, Teams The proposed system can seamlessly integrate with Microsoft Exchange for tasks such as sending documents as emails from the system, as well as creating calendar events within the system and synchronizing them with the Exchange calendar. The synchronization between the Exchange/Outlook and Teams calendars shall be carried out by the client’s Exchange server. The system also keeps track of sent emails from the system for each case, including their delivery statuses. Case Management System for The Office of the Corporation Counsel - RFP 4548 80 | Page Notifications section in Synergy eCase© demo system Calendar view in Synergy eCase© demo system Microsoft Word Synergy eCase© has a built-in document editor enabling users to edit the documents online. The solution allows the users to send documents as attachments to both case parties and external email addresses from within the case. The system supports uploading Word and any other Microsoft Office documents as attachments and allows for editing these documents using the built-in editor. Case Management System for The Office of the Corporation Counsel - RFP 4548 81 | Page Online editor in Synergy eCase© demo system Sending Attachments in Synergy eCase© demo system Adobe Acrobat The envisioned system enables users to upload PDF files as attachments and open the already attached PDF files in a new web browser window as a viewable PDF document. Case Management System for The Office of the Corporation Counsel - RFP 4548 82 | Page b. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. Our case management system offers seamless integration with Laserfiche through two options: 1. The proposed system can act as both a database and a case management system, and the data from Laserfiche can be migrated into the new system. In this case no integration will be required but data migration will be performed. 2. The proposed system can act as a database, but in case Laserfiche has a proper API, and depending on performance analysis, the data between the CMS and Laserfiche can be exchanged upon request via integration. The decision on which integration option to use will depend on cost constraints, system requirements, and performance analysis. Case Management System for The Office of the Corporation Counsel - RFP 4548 84 | Page Inbuilt Antivirus and Anti-Bot solution: Next-generation firewall (NGFW) have inbuilt antivirus engine and are able to inspect https traffic on the fly for any infected file. These protections are available for protocols like HTTP, HTTPS, FTP, POP3, SMTP, SMB etc. It is assumed that WAF/Firewalls will be provided by the hosting provider. Monitoring system The solution employs a set of comprehensive Monitoring tools, which are enabled to monitor the various performance aspects of the System and ensure self-health checks. To collect and analyze monitoring data we use the following solutions: • Prometheus (https://prometheus.io/) • Prometheus Exporters • Elastic search (http://www.elastic.co/products/elasticsearch) For instrumentation, we use: • JMX to Prometheus exporter (https://github.com/prometheus/jmx exporter) • Filebeat to elasticsearch (http://www.elastic.co/products/beats/filebeat) • Logstash (http://www.elastic.co/products/logstash) For Visualization and Dashboards, we use: • Grafana (https://grafana.com/) • Kibana (http://www.elastic.co/products/kibana) We use ELK (Elasticsearch, Logstash, Kibana) stack to collect, store and analyze the log files of the project and web server. The logs are being shipped to Logstash, which parses them and ships forward to centralized Elasticsearch datastore. Kibana is used to search and analyze logs depending on the needs. All successful and failed login attempts are visible in monitoring access log. There is an alerting system in place that notifies the administrators in case of any intrusions or abnormal activities. Application Security Security Analysis Synergy employs Code Quality and Security Tools, which include but are not limited to Static and Dynamic Application Security Testing Tools (i.e. Sonarqube, OWASP Dependency-Track etc.). Those tools are integrated with the CI/CD pipeline and most of the tools are running in an automated mode during build generation. Our codes are systematically being checked by such tools, and any security vulnerabilities that might appear are being detected and prevented at early stages of the development process. As for Dynamic application security testing tools, Synergy product-based applications have been scanned by tools such as Qualys, Acunetix etc. Case Management System for The Office of the Corporation Counsel - RFP 4548 85 | Page Automated Security tests | We conduct automated security unit tests that are integrated into the CI/CD pipeline. This testing runs checks for a wide set of possible vulnerabilities, such as improper authentication, privilege escalation etc. Penetration test | In addition to the internal penetration tests, Synergy product-based systems have passed more than 5 external pen tests during the last year. The penetration tests will be internally performed by security test engineers and QA experts on the testing environment. The tests will also run on the production environment before the application is launched to exclude the possibility of the system being hacked. Security code review | Security code review is a specialized task that consists of manual and/or automated review of an application's source code in an attempt to identify security-related weaknesses and vulnerabilities in the code. At Synergy, there is a dedicated team responsible for performing security code reviews in order to prevent any possible vulnerabilities at early stages of the development process. Access control and domain rights (Authentication, authorization) To provide the maximum protection of the sensitive data from unauthorized access, the security of the Synergy eCase is built by a combination of Login Identification and passwords. At logon, each user can also receive a notification message, which informs him or her of the approved system use before granting access to it. Synergy eCase security is based on the concepts of Triple-A: • Authentication, • Authorization, • Access Control. Synergy eCase provides differentiated access to information based on a combined model of: • OrBAC (Organisation-based access control), which is based on the organizational structure of the Client and the permissions are granted based on the user’s position in that structure. • ABAC (Attribute-Based Access Control), where authorized users may independently change read-only or modify permissions. • RBAC (Role-Based Access Control), which allows granular management of user permissions and authorizations on data items to ensure strict security and access control. Only the administrator(s) of the system will be able to manage the user access rights associated to each user account, customize views to enable or disable the available modules/views, and manage user group settings. Synergy eCase grants users access to system modules, forms, workflow states, and even data entry fields based on their role within the justice sector institution. It can also allocate permissions based on the specific institution, or according to other attributes and rules as defined by the user. Considering the security and confidentiality of sensitive legal data, different stakeholders can have Case Management System for The Office of the Corporation Counsel - RFP 4548 86 | Page access to the same system but have permission to view or modify only the data that specifically relates to their job/department/institution. Each user has a unique, secure sign-in with password validation associated with a set of administrator-defined user permissions. Therefore, according to the user credentials entered, the system will enable him/her to view, edit, delete only the information, or access only those modules that are related to their duties. Audit and Session Management • Audit Trail | For each event – record when, where, who before, outcome (e.g., settled) and orders made Session Management | Synergy eCase enables administrators to manage sessions. Sessions can be defined in terms of the period of time a user interfaces with an application. For user session management purposes, it is very important to clearly state the conditions that a user session should meet for a successful and secure interaction with the application. These conditions may include setting the number of failed login attempts after which the user’s account will be blocked, password expiration timeouts, etc. It will support the prevention of multiple simultaneous login attempts using the same user-id and will disable a user account after several failed login attempts for a parameter-driven length of time after a parameter-driven number of invalid logon attempts. Data Security Password Encryption System administrators can define and manage usernames and passwords. “Strong passwords” is supported, which is subject to enforcement rules, including password length, required alpha character, not the same as previously used password and others. Moreover, passwords are stored in a separate database and are encrypted using "hashing" and "salting" techniques. Synergy eCase supports “strong passwords” which will be subject to enforcement rules, including password length, required alpha/numeric characters, and restrictions on using the same password, among others. Also, the system supports the automatic notification of users to change their password after a parameter-driven period. User passwords can be reset or changed through completion of two-factor identity verification (email, mobile phone etc.) without the involvement of the system administrator. In addition, Synergy eCase supports the automatic notification of users to change their password after a parameter-driven time period. Vault | Vault is in place to assure Synergy eCase based system’s security in the scope of the features provided by Vault. Vault is designed to secure, store, and tightly control access for tokens, passwords, certificates, encryption keys for protecting confidential and other sensitive data. Case Management System for The Office of the Corporation Counsel - RFP 4548 87 | Page Data at Rest Encryption at rest provides data protection for stored data (at rest) which will be implemented using FIPS 140-2 OpenSSL Cryptographic algorithms. Data in Transit Secure data transfer is ensured through SSL encryption and authentication. Assuming that the existing systems, which will integrate with the eCase are deployed on different servers, Synergy proposes to transport data via HTTPS protocol. Case Management System for The Office of the Corporation Counsel - RFP 4548 88 | Page d. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. Synergy eCase© Calendar control empowers system users to efficiently manage their schedules, tasks, meetings, and appointments. Users can seamlessly track task deadlines and other events through their personalized online calendar. The system's workflow prompts automated event scheduling and notifications to ensure timely communication with all relevant parties. Calendar view in Synergy eCase© demo system Furthermore, Synergy eCase© Calendar control facilitates the scheduling of trial dates and judgment readings, enhancing its utility for court calendar case management. Case Management System for The Office of the Corporation Counsel - RFP 4548 89 | Page Calendar in Synergy eCase© demo system Regarding integration features, Synergy eCase© can be seamlessly integrated with Microsoft Exchange for email and calendar management purposes, offering efficient calendar synchronization. However, considering security and data privacy concerns, we recommend not integrating with Microsoft Teams. Instead, we propose leveraging the system's embedded chat feature, providing a user-friendly and secure alternative for communication purposes. Case Management System for The Office of the Corporation Counsel - RFP 4548 90 | Page e. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potential budget shortfalls. Synergy eCase© meets the requirement for comprehensive case statistics, tracking, and fiscal reporting functions. The system empowers users to track and generate detailed reports on various aspects, including the duration matters remain open by attorney and work areas. For instance, users can effortlessly create work and case summaries, while also gaining insights into the costs associated with specific cases or matters. Synergy eCase© enables a complete assessment of workload, case status, and facilitates the easy identification of potential budget shortfalls. eCase offers a suite of powerful and user-friendly tools designed for on-demand data visualization and interpretation of legal case data. With Synergy eCase©, users can generate a variety of analytics, including pre-defined and ad-hoc reports, charts, matrices, lists, and dashboards. The Report Builder tool further enhances flexibility, allowing authorized users to generate reports with the desired format and frequency through a smooth and intuitive user interface. Supporting tabular reports, charts, graphic reports, and online reports, our system ensures instant report generation directly from the live database, ensuring up-to-date information. Additionally, reports generated within the system can be easily exported to Excel, Word, and PDF formats or printed directly from the system. For more information on this module, please refer to the section System Reporting. Example of Country level reports in Synergy eCase© demo system Case Management System for The Office of the Corporation Counsel - RFP 4548 91 | Page Reporting in Synergy eCase© based Demo system Case Management System for The Office of the Corporation Counsel - RFP 4548 92 | Page f. Public records request management. In response to the requirement for public records request management, Synergy eCase© offers robust functionality through the Data Entry Form builder. The system administrator has the capability to define and create e-filing forms, allowing seamless creation of request forms for the public to submit record requests. This user-friendly feature empowers the system administrator to tailor forms to specific needs and capture essential information efficiently. There are no limitations on the number of case/complaint forms and data fields. Users can mark values as mandatory or non-mandatory and assign default values without the need for coding. Notably, authorized users can independently create new forms or modify existing ones to adapt to evolving needs or legal changes. Importantly, the case/complaint forms align with case types and subtypes, ensuring a customized and efficient data capture process. Form Builder in Synergy eCase© Furthermore, the system supports the attachment of payments to record requests, streamlining the payment process for users. Case Management System for The Office of the Corporation Counsel - RFP 4548 93 | Page g. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. Synergy eCase© ensures comprehensive security measures for data at rest and in transit. For data at rest, encryption is implemented using FIPS 140-2 OpenSSL Cryptographic algorithms, providing robust protection for stored data. Data in transit is secured through SSL encryption and authentication, with a preference for the HTTPS protocol when integrating with existing systems deployed on different servers. The connection from client to the application and from application to the database is encrypted with HTTPS/SSL/TLS certificates, enhancing the overall security of data transfer. Firewalls are deployed to protect against intentional hostile intrusions, ensuring the confidentiality and integrity of the data flow into the network through internet connections. Synergy eCase© incorporates an inbuilt antivirus and anti-bot solution within the next-generation firewall, capable of inspecting HTTPS traffic in real-time for any infected files across various protocols. The hosting provider is expected to provide Web Application Firewall (WAF)/Firewalls. In the context of the microservices architecture, transactions may not be applicable. Instead, database and application backup/restore permissions are segregated, providing access to backup/restore administrators only. This approach ensures the full integrity of the data after restoration. All software program source codes, configuration files, operating system scripts, DB backup, and system documents are securely maintained in a GIT repository. Case Management System for The Office of the Corporation Counsel - RFP 4548 94 | Page h. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. Client satisfaction and support is Synergy’s utmost priority for every system we develop. Synergy can provide on-going Production Support and Maintenance for the CMS for the requested period. A Service Level Agreement (SLA) will be signed between Synergy and County. A number of items will be covered in the SLA including the various levels of support required, priority of issues, time zones to be catered, frequency of data backups, and response times. Upon agreement over these various conditions and support services, the Client and the Project Team will agree to some defined services and adhere to those. Synergy will provide a full range of technical support services for the deployed system. Synergy’s support package includes the following items: Preventive Maintenance | Security alerts and critical security patches/upgrades. Corrective Maintenance | Provision of bug fixes and patches along with necessary technical information to address and resolve any detected system malfunctions if any. Software Updates and Maintenance | Updates/patches to latest versions of the software and operating system. Reasonable database tuning, data quality review, maintenance reports, license updates, and any other maintenance activities and reports to ensure the proper functioning and performance of the system. Emergency Maintenance | Advising on the issues of operating the application via Issue Tracker, telephone, and e-mail. For detailed information please refer to the section Technical Support and Maintenance. i. Mobile/Remote access that allows each user to access and work with documents in the case management system. Synergy eCase© is a web-based solution and is accessible through web browser – this means that local installation is not required for using the system. Synergy eCase© supports all web browsers, including Google Chrome, Microsoft Edge, Mozilla Firefox, and Apple Safari. This flexibility ensures users can seamlessly access the system from computers, mobiles, or tablets. Our user-friendly design guarantees a smooth and intuitive experience across devices, empowering users to manage cases efficiently, whether at their desk or on the move. Case Management System for The Office of the Corporation Counsel - RFP 4548 95 | Page j. Customization features that allow each user to configure the case management system to their own specific needs. Offering low-code software products, Synergy enables users to configure their information systems through a graphical user interface rather than traditional hand-coded computer programming. The administrators do not need to make any changes on the code level to configure the system. Synergy products offer a set of configuration tools / builders (Workflow Builder, Form Builder, Entity Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and tailor content and make the necessary configurations without coding and with minimal efforts at the application level. High configurability of the system makes it highly sustainable in the long run. Synergy eCase© Configuration Tools Workflow Builder | A sophisticated workflow engine helps automate and streamline business processes. The Workflow Manager tool allows the visualization and customization of highly complex institutional processes. Workflow Builder in Synergy eCase Form Builder | The Form Builder allows administrators to dynamically build data entry forms by using a simple drag-and-drop user interface. Administrators are also able to edit existing forms and data entry fields. Case Management System for The Office of the Corporation Counsel - RFP 4548 96 | Page Form Builder in Synergy eCase© Entity Builder | The Entity Builder allows users with no extensive technical background to make changes to the system entirely on their own, describe the system and specify data structure. Entity Builder tool in Synergy eCase© Report Builder | A suite of powerful and user-friendly tools for on-demand data visualization, analysis, monitoring and reporting allows users to easily generate various kinds of analytics, such as pre-defined and ad-hoc reports, charts, matrixes, lists, geo-spatial analysis, dashboards by using any data categories and publish them for general use. Case Management System for The Office of the Corporation Counsel - RFP 4548 97 | Page Report Builder in Synergy eCase© Template/Document Generation | This tool enables users to instantly produce documents based on predefined templates with auto-populated information. With a click on the “Export” button, the system generates a template in the required format with the system data already filled in. Document creation in Synergy eCase© Page Builder | This tool facilitates the creation and management of page navigation in the hierarchical order desired by the client. This gives the administrator control over the user interface experience of different groups of users and enables users to view reporting dashboards through organized pages. Case Management System for The Office of the Corporation Counsel - RFP 4548 98 | Page Page Builder in Synergy eCase© Case Management System for The Office of the Corporation Counsel - RFP 4548 99 | Page k. Program, install, and integrate the case management system for our office and train our staff to fully utilize its features. Training and knowledge transfer are core pillars of all our projects, and we work closely with our client organizations to impart the knowledge necessary to manage the system on their own. Training is adapted to the specific needs and competencies of every Client, and generally includes some form of general user, system administration, and train-the-trainer (ToT) workshops. Synergy has more than 25 years’ total experience in developing customized training programs and providing tailored capacity building activities for different user groups based on the analysis of the needs and future application to ensure that users know not only how to operate the system, but also why using it can help them complete their work more effectively. We measure our success not by how well we deliver software to a client, but by how effectively we empower our partners to overcome informational challenges, improve business practices, and make sound decisions based on good data and analysis. Knowledge and skill transfer is integral to the approach to all project activities, and we employ a collaborative approach in tandem with meeting overall project objectives. Our Detailed Approach to Knowledge Transfer We will directly support the County’s requirements to build the capability using our proven and successful approach. Therefore, to ensure maximum benefit we use a practical, “how to” knowledge transfer approach throughout every project. Our Approach is fully designed to meet and satisfy client’s requirements:  Transfer of Skills to Your Teams  Hands-on Training in Diagnosing, Understanding and Defining Issues and Problems  Coaching, advice, and guidance on the issues as implementation takes place. We will involve relevant key stakeholders from the County in the form of hands-on working teams in every aspect of the project, from planning through to implementation. We will provide advice on how to perform the identified project activities. We will provide the trainees with the necessary knowledge to perform the activities, also we will coach, guide and handhold where relevant. We will review the work performed and provide additional direction, where relevant. Accordingly, by performing the project activities in such a hands-on manner, the trainees will gain, not only theoretical knowledge, but practical experience and confidence to “steer” others. The workshops, mentoring, proactive and reactive support all provide direct contact time with our team of specialists from which trainees from Corporation Counsel will gain advisory support and guidance in a practically oriented manner. The Knowledge Transfer approach allows a more useful identification of training needs throughout the project and how these should be appropriately addressed in the ECMS Training Plan. Case Management System for The Office of the Corporation Counsel - RFP 4548 100 | Page We will assess internal capacity and design a unique training program for anticipated ECMS users. The Project Team will work directly with anticipated users and administrators of the system design training sessions specifically tailored to the ECMS for the Corporation Counsel. Synergy will conduct the training on-site and remotely at the client’s facilities, unless otherwise directed by the client. It is also worth mentioning that Synergy team will train the anticipated users so they will be able to participate in the ECMS testing according to their user role, permissions, and fields of activities. One of the cornerstone training session types is the Training of Trainers (ToT). ToT is an advanced form of end user training. This includes a review of pedagogical techniques, training exercises, and advanced topics in report building, data analysis, and workflow processing. Our experience shows that preparation of local support capabilities is one of the crucial factors that ensures system ownership, sustainability, and a high return on investment for the client. The Synergy team will provide an advanced ToT session for the Client’s staff assigned to train their colleagues. It is highly recommended to include the participants in the Administrator training, or at least half of the trainees from the Administrator training. This approach fosters continued sustainability and ownership, creating the internal knowledge necessary for the client to train new staff without having to rely on the software vendor. More detailed information about the training plan is discussed under the section Training and Knowledge Transfer. Case Management System for The Office of the Corporation Counsel - RFP 4548 101 | Page l. Licensing and any associated fees. Synergy eCase© license fee is billed as a perpetual license, meaning the County is not required to make annual payments in order to use the system. The perpetual license covers unlimited number of users, environments, and project scope extensions (new modules). It is important to note that the licensing model adopted by Synergy ensures flexibility, and even if the number of users increases beyond the initial user amount from the Office of Corporation Counsel and Department of Information Technology, it will not impact the license fee. The County can seamlessly scale the system to meet evolving user needs without incurring additional licensing costs. Other than that, there may be associated fees for ongoing support, maintenance, and upgrades/updates of the solution (features and functionalities). These fees are detailed in the section Cost Proposal. The table under the section Cost Proposal, shows cost item amounts for this project. Please note that this information is considered a trade secret and is available in the main proposal as it is classified as a trade secret, and it is strictly prohibited from disclosure in any case. Access to this information is restricted, and only the Office of the Corporation Counsel is authorized to view and handle this confidential data. Case Management System for The Office of the Corporation Counsel - RFP 4548 102 | Page m. Computer hardware requirements compatible with Section 1.6 herein. The proposed case-management system is a web-based solution. It has no dependency on any specific hardware requirements, ensuring compatibility with all desktop and laptop hardware specifications. Case Management System for The Office of the Corporation Counsel - RFP 4548 103 | Page F. Implementation, Project Management, Training and Ongoing Support I. Conceptual Plan, Strategies, and Methodologies of the Proposed System and/or Software. i. Project Management Approach Synergy has implemented over 300 MIS projects in more than 80 countries worldwide, codesigning and customizing our solutions with our partners. We work closely with the clients to understand their needs, specific requirements, working style, desired tools, and methodologies. We continuously learn from them improving our project execution approach and methodologies. Therefore, we do not apply the standard “one-size-fits-all” project management approach. Based on international standards, our project management approach is highly versatile and client centric. We work together with our clients, manage cross-team dependencies, interact frequently, demonstrate a working version of systems iteratively, and share learning for relentless improvement. Our team initiates the project by engaging key stakeholders in order to communicate our understanding of the project, its scope, and the value expected from our support. Synergy’s approach prioritizes a collaborative relationship with the system stakeholders and focuses on identifying and building solutions that suit local needs, challenges, and culture. The initial meetings with the client usually address the following:  Identifying expectations for project success.  Determining roles and level of engagement for key stakeholders.  Refining assumptions regarding project timeline and milestones.  Developing a more concrete project plan to drive the successful and timely execution of the work plan.  Establishing schedule and protocols for reporting, updates, and deliverable submission. Based on the collected information, we prepare our internal Project Management Plan as a “live document”, which addresses the key baselines and subsidiary management plans presented below: Stakeholder Register | Together with the client, we identify the project’s stakeholders and categorize if there are primary and secondary stakeholders. We indicate the focal points and Client team from each institution according to the required qualifications for the implementation of this project. We also define in the Stakeholder Register the responsible personnel for acceptance of project deliverables. Case Management System for The Office of the Corporation Counsel - RFP 4548 104 | Page Implementation Plan | The plan is based on the work plan included in the submitted proposal and will reflect any other changes that might come up during the project inception. This section also describes the development methodology and process, defines the required project phases, system configuration, customization, and integration processes. Communication Plan | The main objectives of the Communication Plan are to (1) identify timeframes required to provide a clear and timely exchange of information, (2) determine the media to be used to bring specific information to stakeholders who need information, (3) define measurable goals for effectiveness, (4) build feedback mechanisms for gaining continuous feedback about how the system is perceived by the stakeholder groups and (5) maintain the level of active participation required throughout the project lifecycle. As each project implementation results in significant changes from the current work environment of the Client, it is essential to create a structured communications plan to address the changes before, during and after the implementation. Throughout the project lifecycle, the project manager will be responsible for disseminating project information which will be shared via regular reports defined in the contract. Deployment Plan | This section describes the security, environment maintenance, and system monitoring (logs and environment) for the envisioned system. Quality Assurance Plan | This section provides detailed information on the testing plan, specifying each test definition, participants and methodology, the tools used and the envisioned process for testing. Training Plan | This plan is based on the training plan included in our proposal and any other changes that might come up during the inception stage. High-level Solution Design | This section describes the core platform on which the system is envisioned to be developed, including the technical architecture and technology service interconnections, which are also provided within this technical proposal. Security Design | This section describes the high-level architecture of the system distribution by different zones, such as application, database and SAN. It also elaborates on the general terms proposed, backup and recovery terms and any other specific requirements indicated by the client. Risks, Assumptions, and Mitigation Plan | During project inception, Synergy prepares a Risk Management Plan and Risk Register, which defines how risks associated with the project will be identified, analyzed, and managed. The outputs of the risk management processes are recorded in the Risk Register. It covers risks associated with the local capacity, project implementation support, sustainability, integrations, risk management, and any other key assumptions discovered throughout the project inception. Information in a risk register can include the person responsible for managing the risk, probability, impact, risk score, planned risk responses, and other information used to get a high-level understanding of individual risks. Case Management System for The Office of the Corporation Counsel - RFP 4548 105 | Page ii. Project Management Methodology Synergy’s methodology for implementing information systems is fundamentally client-driven and client-centric. We believe that software products should not be developed for clients, but with clients. Thus, to design and develop the envisioned system, our Project Manager will work closely with the appointed client focal point during the project implementation providing regular deliverables to be validated by the client in order to further elaborate the proposed system. Due to our versatile and client-centric project management approach, we will ensure continuous cocreation and collaboration with the client and other stakeholders. True to PMI and other international standards, Synergy has established a robust, comprehensive, and integrated methodology for project management. We are continuously refining our methodology and approach based on our diverse management experience applied to both simple and complex projects in different sectors and industries worldwide. Synergy has a dedicated Project Management Office (PMO) which identifies and develops project management methodology, best practices, and standards, ensuring organization-wide adherence. Our project managers build up on the established methodology and adapt it to the unique nature of the project and the specific contract terms, thus establishing a fit-for-purpose project management methodology. Synergy utilizes a hybrid project management methodology which is reflected in our software development approach. We use the most efficient combination of predictive characteristics of the waterfall approach and the adaptive characteristics of the agile approach, which allows us to make the best use of both approaches for the benefit of the client. The chosen methodology has proven its efficiency both for public and non-profit institutions. We help governments to transition from traditional software and systems development models to a more agile principles and practices. Synergy’s project management methodology is governed by the following 11 Pillars of Delivery Excellence which are based on the good practices from PMI standards and continuously honed by decades of project management experience for public and private sector institutions. Being guided by these pillars, we ensure a client-centric approach, close collaboration both among different Synergy units and with our clients, as well as continuous technology enhancement, product improvement, and process optimization. Synergy’s 11 Pillars of Delivery Excellence 1. Benefit Realization | Synergy clearly defines, owns, and tracks all promised project benefits from the inception period through system delivery and rollout. Fulfilling the client’s objective is our highest priority. 2. High Performing Teams | Synergy maintains straightforward and effective chains of responsibility throughout our organization to ensure the highest quality of service delivery. For each project, we assemble a cross-functional, multi-disciplinary team of specialists who, under the supervision of the project manager and the company’s leadership, undertake the Case Management System for The Office of the Corporation Counsel - RFP 4548 106 | Page full scope of required services to ensure timely and satisfactory project completion. 3. Subject-matter Expertise | To enhance its domain-specific solutions, Synergy has mobilized its resources and devised specialized/dedicated production departments. This approach ensures the engagement of top-notch staff who have firsthand work experience and subject-matter expertise. 4. Project Governance and Stakeholder Engagement | All projects are monitored through regular governance meetings that include client and key stakeholder managers for streamlined decision-making. We expect stakeholders to be active participants and have standard touchpoints throughout project implementation for consultation, feedback, and approvals. 5. Client Empowerment and Ownership | Synergy recognizes the importance of client empowerment and ownership when executing donor-funded projects to achieve long-term sustainability. We are committed to empowering our clients to take ownership of the technical administration of their MIS. 6. Low-Code Approach | Synergy’s solutions are developed with a low-code approach, which allows non-technical users to manage the system on their own using a wide range of configuration tools through the front-end user interface without any need to change the source code. The set of configuration tools include Template/Document Builder, Form Builder, Page Builder, Entity Builder, Reporting and Analytics Tools, and Workflow Diagram Designer. 7. Risk Management | Synergy utilizes an exhaustive set of negative and positive risk management and response strategies. Risks and mitigation measures are identified at project inception and updated throughout the implementation for stakeholders to actively monitor in project governance meetings. 8. Quality Assurance | Synergy leverages significant quality assurance resources in the development, configuration, installation, testing, and implementation of any MIS project. A dedicated Synergy QA team provides in-depth testing on all deployments before they are shared with the client. 9. Change Management | Synergy supports our clients in transitioning from their current state to the future state of more data-driven ways of operation. We ensure stakeholder engagement to align our customers with ongoing processes and prepare them for an organization-wide change. 10. Hybrid Software Development Approach | Synergy utilizes a hybrid approach to software development combining the best of waterfall and agile and making them work together for the benefit of the client. Using a hybrid method, we are able to define the requirements, system design and architecture up front, and then apply an agile approach to the system design, development and testing. 11. Monitoring, Evaluation and Learning | Synergy applies best practices for performance management in all projects to demonstrate results and learn from every project. We continuously learn from our partners and clients improving our project execution Case Management System for The Office of the Corporation Counsel - RFP 4548 107 | Page methodologies and tools. iii. Software Development Approach Synergy’s approach for implementing MIS is fundamentally client-driven and client-centric. With a clear understanding of the project timeline and deliverables, we embed iterative learning and client feedback into the development process from an early stage. Synergy follows PMI standards for software development and has adopted the Hybrid lifecycle approach for the development of MIS. The combination of predictive characteristics of the waterfall approach and the adaptive characteristics of the agile approach, allows us to make the best use of both approaches for the benefit of the client. Using a hybrid method, we are able to define the system requirements, entity relations and architecture upfront, and then apply an agile approach to the system design, development and testing. Synergy’s low-code software products allow system analysts to configure the system with the inbuilt configuration tools based on the predefined system requirements. The configurability of the system makes it highly sustainable in the long run by allowing non-technical system users to manage the system, create and tailor content and make the necessary configurations without coding. Our developers then conduct custom development to cover the non-configurable parts of the project scope. We rapidly translate initial requirements into an Alpha release, which in our case stands for the system’s working prototype, which, in turn, is demonstrated to the client for their testing and feedback provision. We then refine the Alpha release considering the client’s feedback and quickly deliver the next release for further review and validation. This process of rapid iterations and continuous client involvement in the customization process ensures that the endproduct fully matches the client's vision. The benefits of adopting the hybrid software development approach include:  The correct mix of waterfall and agile development tools decreases risk and increases stakeholder engagement and feedback throughout the project;  Defining requirements upfront sets a solid architectural foundation for future iterations;  The agile component allows for flexibility in planning and delivering releases;  Frequent collaboration with system users results in proactive and early acceptance of new functionality;  Testing is organized throughout each iteration and ensures more efficient and bug-free releases;  Visibility into the quality of the product early on reduces risk during deployment. In general, each project implementation lifecycle comprises the following five phases. Each phase is considered successfully accomplished upon deliverable approval by responsible stakeholders on the client’s side. The schedule and exit criteria for each phase are presented in the Work Plan and should be finalized at the project inception. Defining the project scope, system requirements, Case Management System for The Office of the Corporation Counsel - RFP 4548 108 | Page and system acceptance criteria, enables us to provide the system without any delays and on budget. PROJECT IMPLEMENTATION LIFECYCLE Needs Assessment and System Analysis | We first establish a high-level baseline understanding of the provided existing workflows. Through interviews and desk reviews of reports and procedure manuals, we develop a preliminary understanding of the core operations, how they are performed, current issues, and areas to strengthen processes. We carry out a throughout analysis of the as-is and to-be business processes and document them. Based on the results, we provide diagrams of all the business processes that exactly reflect the data flows, which should be automated by the system. After the provided diagrams are reviewed, and any business process improvements are made, and approved, these workflow diagrams are transformed into working prototypes. The System Design should be based on Synergy's recommendations to ensure the configurability of the system. The main deliverables of this phase are the High-Level and Low-Level Design Documents, which overrides all previous technical terms and conditions and identifies exclusions from the project scope. The LLD will serve as basis for system acceptance. User-Driven Agile Development | Having a clear understanding of the project timeline and deliverables, we embed iterative learning and client feedback into the development process from an early stage. We continuously improve the product and its components through a plan-docheck-act (PDCA) iterative approach. The agile cycle of the system development includes the following phases:  Iteration design  Development  Testing  Iteration Demonstration Case Management System for The Office of the Corporation Counsel - RFP 4548 109 | Page  Client Review/ Validation  Feedback Resolution Close cooperation with the client and continuous internal and external feedback loops allow us to address encountered issues and eliminate even small product-related imperfections swiftly and effectively at the early stages of product development. Due to our agile and flexible software development processes, we are able to rapidly adapt to changes, provide quality solutions and technologies on time and on budget and go even beyond our client’s expectations. We also leverage our profound experience in similar product development and incorporate the lessons learned into new product features and functionalities development. Training and Knowledge Transfer | Recognizing the importance of training and capacity development, we give our clients knowledge and skills so they can manage their systems on their own. In every project, we devise a tailored training strategy to suit the client’s specific context and needs. In general, we train both advanced users (administrators or “power users”) and the wider user community. We conduct in-person and remote trainings, and we also deliver administrator/user guides, and video tutorials. In addition, our experienced trainers provide hands-on training-of-trainers (TOT) workshops at client locations around the world or in our offices. Piloting and Change Management | Synergy supports its clients in transitioning from their current state to the future state because success in software implementations requires continuous active engagement. Maintenance and Technical Support | Thanks to our devoted technical support team, we provide comprehensive support and rapid response to our global clientele across all time zones. Our support services include software problem resolution, proactive server monitoring, database backup and maintenance, hosting, as well as change request implementation. The maintenance phase is characterized by periodic bug-fixing and/or system modifications that address the evolving needs of users. iv. Client Empowerment Impact-creation and stakeholder empowerment are Synergy’s number one priority when implementing projects and providing services. We have empowered numerous public, governmental and non-profit agencies in Africa, Asia-Pacific, the Middle East, the Caribbean, and the US to pioneer digital transformation and become more data-driven, transparent, and efficient. From Day 1 till the end of the warranty period, we continuously work with our client to impart the necessary knowledge and empower them to manage the system on their own. During the entire software implementation process, we also provide subject-matter consulting services to refine the client’s M&E results frameworks, set out the best international practices and ameliorate existing data flows/collection practices/etc. Our capacity-building activities safeguard Case Management System for The Office of the Corporation Counsel - RFP 4548 110 | Page a high level of system ownership, further enhancement capabilities and consequently high return on investments. We make sure that the client’s technical staff grows professionally to independently manage, configure, and enhance the enforced frameworks and systems. The technical staff members will participate in capacity-building activities (ToT, webinars, training sessions, experience sharing, etc.) to fully master the Synergy product’s conceptual and technical architecture and system configuration tools. They will also have access to comprehensive user guides and manuals. Synergy has developed an effective project implementation and empowerment strategy, which guarantees the client's complete ownership of the system, its maintenance and future improvement. The main components that form the foundation of our empowerment approach are:  Low-Code Solution Offering low-code software products, Synergy enables users to configure their information systems through a graphical user interface rather than traditional hand-coded computer programming. The administrators do not need to make any changes on the code level to configure the system. Synergy products offer a set of configuration tools / builders (Workflow Builder, Form Builder, Entity Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and tailor content and make the necessary configurations without coding and with minimal efforts at the application level. High configurability of the system makes it highly sustainable in the long run. Synergy eCase Configuration Tools Workflow Builder | A sophisticated workflow engine helps automate and streamline business processes. The Workflow Manager tool allows the visualization and customization of highly complex institutional processes. Form Builder I The Form Builder allows administrators to dynamically build data entry forms by using a simple drag-and-drop user interface. Administrators are also able to edit existing forms and data entry fields. Entity Builder | The Entity Builder allows users with no extensive technical background to make changes to the system entirely on their own, describe the system and specify data structure. Report Builder | A suite of powerful and user-friendly tools for on-demand data visualization, analysis, monitoring and reporting allows users to easily generate various kinds of analytics, such as pre-defined and ad-hoc reports, charts, matrixes, lists, geo-spatial analysis, dashboards by using any data categories and publish them for general use. Template/Document Generation | This tool enables users to instantly produce documents based on predefined templates with auto-populated information. With a click on the “Export” Case Management System for The Office of the Corporation Counsel - RFP 4548 111 | Page button, the system generates a template in the required format with the system data already filled in. Page Builder | This tool facilitates the creation and management of page navigation in the hierarchical order desired by the client. This gives the administrator control over the user interface experience of different groups of users and enables users to view reporting dashboards through organized pages.  Co-Development and Co-Customization The essential aspect of effective empowerment strategy in large-scale implementations is the sharing of expertise and transfer of practical knowledge and technical skills to the client’s IT team necessary for managing, administering, and maintaining the system on their own. Our approach suggests having one shared development environment for Synergy technical team and the client IT team, where the system will be developed and customized with joint efforts. This means that both teams can access the environment: the client’s IT team can customize the system through builders and Synergy team will write codes in case the required functions are not covered via builders and core components. This assumes that the client IT team will be heavily involved in the development and customization process and will gain all the necessary knowledge to further enhance the system via builders.  Level-up of Client IT Team’s Technical Competency To ensure that the client IT team is sufficiently competent to maintain the system and make further adjustments with builders, we design an extensive training plan for the technical team. We usually recommend conducting specialized technical trainings at Synergy’s Global Learning Center in Yerevan, Armenia, where we can provide all the necessary facilities and access to our best experts for in-depth consultations and advanced training. With the combination of a low-code software, co-development efforts and the effective empowerment strategy (that entails knowledge transfer to the client, extensive technical training and methodical handover of the ownership), we are confident that the client IT department will be sufficiently empowered to administer, refine, and also handle the first level of technical support and maintenance of the system. A similar approach was applied in Rwanda in the scope of IECMS (Integrated Electronic Case Management System) project. Having worked with The Rwandan Ministry of Justice for more than 6 years on IECMS support and development, Synergy Project Team successfully closed the chapter and transferred the system and its full maintenance to the Ministry of Justice Technical Team following 6-month technical training. This is just an example of a one-of-a-kind knowledge transfer that empowered the Beneficiary's technical team to take full ownership of the system.  Transfer of the System Ownership to the Client Case Management System for The Office of the Corporation Counsel - RFP 4548 112 | Page In general, Synergy’s scope of services includes the technical support and maintenance of the system. However, in cases when the client has a highly qualified and capable IT department, we encourage the local team to handle the first level of maintenance of the system with local resources. The Synergy team will remain available for any in-depth consultation and support besides providing 2nd and 3rd levels of technical support and maintenance. Case Management System for The Office of the Corporation Counsel - RFP 4548 113 | Page II. Services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. Low code to no code solution - Synergy eCase | Synergy eCase can be viewed as low-code to no-code solution with an unparalleled flexibility for adapting to many different situations. Because eCase is a low-code solution, our time is not spent on writing code and the main components of the system are modified via a set of configuration tools (so called builders: Workflow Builder, Form Builder, Knowledge Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and customize content and make the necessary configurations with minimal efforts at the application level. Automation and Efficiency of the Office of the Corporation Counsel | Synergy eCase will help to automate Corporation Counsel that is continually adapting their internal processes and rules to address an evolving legal and procedural landscape. This inevitably necessitates deviation from established processes. Synergy eCase easily adapts to these changes in a user-friendly and sustainable way, through configuration tool that obviates the need for hard-coded solutions. Automated Document Production | Synergy eCase based ECMS can facilitate production of standard forms based on case file content, including Case update letters, subpoenas, complaints, filings, etc. Synergy eCase allows administrators to custom configure form templates. These templates can then be selected by users and automatically merged with case-specific information to produce the final document in a matter of seconds. Interoperability and API Integration Gateway | Synergy eCase platform includes an integration gateway and underlying technological interoperability capability (APIs) that have been developed to ensure the technology platform's openness and support data exchange with other external systems. Because ECMS is intended to ensure connectivity with justice partners, the system will be designed to be flexible enough to allow for the addition and integration of new institutions and users with corresponding access rights and workflow permissions throughout the project implementation period and in the future. Improved data quality and reduced dependence on physical files | Synergy eCase based ECMS will provide a single source of truth for case records, eliminating the risks associated with physical paper files. The system provides control over the format and content of forms that have to be entered into the records, guiding users through the process and using data validations to reduce the burden on human resources. It delineates the information and case papers that need to be submitted and in which form for the creation of valid and complete legal records, ensuring uniformity of the data elements entered into the system and ultimately the completeness of the record. Case Management System for The Office of the Corporation Counsel - RFP 4548 114 | Page Cost Savings | Synergy eCase can enable the Corporation Counsel to go paperless, eliminating costs associated with reproducing and transferring documents. Automation optimizes processes, and system notifications alert users to pending actions and deadlines, eliminating wasteful delays. Deployment Architecture | Synergy is compliant with both on-premises and cloud hosting options. We can propose hosting the solution on various cloud environments such as AWS, GCP or Microsoft Azure, however we highly recommend MS Azure taking into consideration our experience. Another advantage of centralized hosting is that security measures are maintained, data is shared with relevant stakeholders, and as a result, charges for hosting and technical support for a single system are much more cost effective. Role-Based Access | The proposed solution provides differentiated access to information based on a combined model of OrBAC (Organization-based access control), ABAC (Attribute-Based Access Control) and RBAC (Role-Based Access Control). Each Synergy eCase user has a unique, secure sign-in with password validation associated with a set of administrator-defined user permissions. According to the user credentials entered, the system will enable him/her to view, edit, delete only the information, or access only those modules that are related to their duties. Data Analysis for better Decision Making | With Synergy eCase the Corporation Counsel can have a suite of powerful and user-friendly tools for visualizing and interpreting case data from multiple dimensions. It enables users to analyze performance against targets, track the average time to disposition by officer, monitor clearance tendencies, staff workloads, the average age of the pending cases, etc. Routine monitoring of statistical information pertaining to the flow of cases can identify process bottlenecks and inefficiencies, tendencies and deviations which will improve decision-making and resource allocation. Case Management System for The Office of the Corporation Counsel - RFP 4548 116 | Page i. Implementation Schedule2 2 The schedule above includes only 1 (one) year of maintenance and support, however, we are open to extending the service further in line with the requirements of the Invitation to Bid. 1 2 3 5 6 7 8 9 10 11 12 13 1 15 16 17 18 19 20 21 22 23 2 25 26 27 28 29 30 31 32 33 3 35 36 37 38 39 0 1 2 3 5 6 7 8 Project Inception: Finalization of Work Plan Corporation Counsel's Review and Acceptance System Analysis: Needs Assessment and Preparation of System Design Documents and Minimum Viable Product (MVP) Corporation Counsel's Review and Acceptance Development and Customization of ECMS Corporation Counsel's Review and Acceptance Testing and Adjustment of ECMS Corporation Counsel's Review and Acceptance Training and Knowledge Transfer Corporation Counsel's Review and Acceptance Commissioning and Go-Live Corporation Counsel's Review and Acceptance Maintenance and Technical Support Deliverable 1: On-going support for all software components 48 Deliverable 1: System Design Document Deliverable 1: Delivery of system documentation Deliverable 2: Delivery of Administrator, Power User and End-User Training Deliverable 1: Submission of system tesing reports 5 Total in Weeks 3 22 12 8 3 Deliverable 3: Project sign off M6 M9 M10 M11 6 2 Deliverable 1: Deployment of ECMS on production environment Deliverable 2: Delivery of a ECMS Minimum Viable Product (MVP) M1 M2 M3 M4 M5 M12 Deliverable 1: Final Developed ECMS (MVP Installation) M13-24M7 M8Project Milestones and Deliverables Deliverable 2: System design validation 1 2 3 4 Deliverable 2: Iterative Testing Deliverable 1: Inception Report Including Revised Work Plan Deliverable 2: Completion of data migration Case Management System for The Office of the Corporation Counsel - RFP 4548 118 | Page points from each Unit according to the required qualifications for the implementation of this project.  Project Plan | The plan is based on the work plan included in our submitted proposal and any other changes that might come up during the project inception phase. This section also describes the development methodology and process, required project phases, approach to the SDD, system customization and integration processes.  Communication Plan | This project will result in significant changes from the current work environment; therefore, it is essential to create a structured communications approach to address the changes before, during and after the implementation. Throughout its lifecycle the Project Manager will be responsible for disseminating Project information. The information will be shared via regular reports (at various levels) in a timely manner. The main objectives of the Communications Plan are to (1) identify timeframes required to provide clear and timely exchange of information, (2) determine the media to be used to bring specific information to stakeholders who need information, (3) define measurable goals for effectiveness, (4) build feedback mechanisms for gaining continuous feedback about how the system is perceived by the stakeholder groups and (5) maintain the level of active participation required throughout the lifecycle.  Deployment Plan | This section describes the security, environment maintenance and system monitoring (logs and environment) for the Synergy eCase based ECMS.  Quality assurance | This section provides detailed information on the testing plan, specifying each test definition, participants and methodology, the tools used and the envisioned process for testing.  Training plan | This plan is based on the training plan included in our proposal and any other changes that might come up during the inception stage.  Support and maintenance | This section provides overview of the scope of warranty and technical support service and key activities, system monitoring, and describes the maintenance for delivery of The System.  High-level solution design | This section describes the core Synergy eCase platform on which the ECMS is envisioned to be developed, including the technical architecture and technology service interconnections, the high-level description of which is provided within this technical proposal.  Security design | This section describes the high-level architecture of the system distribution by different zones, such as application, database, and SAN. It also elaborates on the general terms proposed, backup and recovery terms and any other specific requirements indicated by INTEPROL.  Risks, assumptions, and mitigation plan | During project inception, we also prepare a risk register and Risk Management Plan, which defines how risks associated with the project will be identified, analyzed, and managed. The risk register includes but is not limited to the Local Case Management System for The Office of the Corporation Counsel - RFP 4548 119 | Page Capacity, Project Implementation Support, Sustainability, Integrations, Risk Management, etc., and any other key assumption discovered throughout the project inception. In other words, the project team provides the high-level information by the end of the project inception phase, and we update and enlarge the scope of the documentation after the preparation of System Design Document (SDD), development and training phases. In addition, we update the manuals with each official release, and following the final hand-over of the system we deliver the finalized versions of the technical and system documentation of ECMS. Case Management System for The Office of the Corporation Counsel - RFP 4548 121 | Page Prior to traveling to Hawaii and conducting meetings with Corporation Counsel dedicated team, the Project team will provide the Corporation Counsel with data collection questionnaires, templates and surveys covering all information required from the Corporation Counsel team to collect for the Project team. This will provide the Project Team with the opportunity to have sufficient information regarding the documents, forms and processes that should be assessed. b. Preparation of System Design Document and Working Prototype of the ECMS Upon the assessment of collected information necessary for understanding the project scope, the project team will proceed to conduct a System Design Study and accordingly prepare the System Design Document. In-person meetings will be organized with Corporation Counsel staff to estimate and analyze the current processes and existing systems, and based on the assessment analysis, clarify the structural basis as well as functional requirements of Synergy eCase based ECMS. The process will assist in supplementing on the identification of user requirements. Synergy team will review and document the existing workflows in Corporation Counsel through numerous data gathering methodologies, such as document reviews, user interviews, envisioned system analysis and so on, which will provide the team with the opportunity to have a complete view of the problem to be addressed and parameters for the proposed ECMS. Based on the definitions of the key functional and technical requirements a System Design Document (SDD) will describe in detail the system concept specific to the needs of the client, a breakdown of higher-level components and their relationships (i.e., workflow) with each. The SDD will aim at developing a common understanding between the Project Team from one side and Corporation Counsel from the other, on the functionality that the system will support and will serve as a guiding document throughout the project implementation. It will describe in detail the system concept specific to the needs of the Corporation Counsel, a breakdown of higher-level components and their relationships (i.e., workflow) with each other by diagrams, models, flowcharts, scenarios, or use-cases of the system behavior. It will present the main requirements and specifications, including anticipated focal points such as case record data entry forms, document templates, and case workflow to be supported by the system. Another advantage of Synergy’s adopted approach is that during system design study the project team develops a working prototype of the system instead of visual prototypes and mockups. The working prototype will be configured based on Synergy eCase. This way, the Minimum Viable Product (MVP) of the future system will be presented to Corporation Counsel, which will be finalized during development phase. Synergy eCase being a low-code software will enable the configuration of ECMS through a graphical user interface where possible. Through the set of configuration tools, so called builders: Case Management System for The Office of the Corporation Counsel - RFP 4548 122 | Page Workflow Builder, Form Builder, Knowledge Builder, Report Builder, Template/Document Generation, Page Builder and other services, the project manager together with systems analysts will configure Synergy eCase in line with ECMS requirements. The combination of SDD preparation and development of an MVP results in extending the duration of system analysis phase and decreasing the duration of development and customization phase. We have dedicated 22 weeks overall for this phase and 2 weeks for Corporation Counsel’s review and approval. The Project team will work in close collaboration with Corporation Counsel during the 22 weeks, thus 2 weeks will be sufficient for Corporation Counsel to review and for the Project team to revise everything in case there is a need. Case Management System for The Office of the Corporation Counsel - RFP 4548 125 | Page resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing for more detailed information on testing. User Acceptance Testing Following the development and customization of the ECMS, Synergy will implement User Acceptance Testing (UAT) via questionnaires and/or interviews with key user groups in Corporation Counsel. UAT will be conducted before ECMS goes live. UAT will allow system endusers to validate the software against the requirements. UAT includes testing of all major functions, processes, and interfacing systems and will cover the required functionalities of the system, for each user role and module defined in the testing scenario. We strongly recommend conducting UAT sessions during the development process as well as at the end of each development cycle. Experts from the Project QA team and Corporation Counsel team should participate in user acceptance testing. The QA team will work closely with Corporation Counsel designated staff to prepare the UAT document that will include criteria agreed upon during the contract stage. It will also include all positive and negative testing scenarios. The team will prepare clear instructions for test users to enable them to carry out the test cases systematically, and to record the results and problems encountered in a clear and efficient manner. The QA team will provide test results forms to record the UAT results by each test user. The forms capture the functionality, which is being tested, date of the test, the location, the name of the tester and their signature. QA team will also provide bug report forms to enable test users to record problems/bugs encountered during testing. Case Management System for The Office of the Corporation Counsel - RFP 4548 131 | Page viii. Technical Support and Maintenance As for the remote access and assistance, we propose Synergy's Global Learning and Development Center, which located in Yerevan, Armenia, from where remote maintenance can be provided. This location is convenient in terms of expert capacity and time zone. We will provide 1 year of technical support, which can be extended further in line with the requirements of the Invitation to Bid. The Project team will provide the support services according to a Service Level Agreement (SLA), which will be jointly defined between County and Synergy. A number of items will be covered in the SLA including the various levels of support required, priority of issues, time zones to be catered for, frequency of data backups, response times and maintenance downtime. Upon agreement over these various conditions and support services, County and Synergy will agree to some defined services and adhere to those. Synergy will thoroughly outline the severity levels and priorities within the SLA. Priority is a measurement of urgency, while severity is a measurement of impact. The impact of an event on the business is measured by incident severity levels, which are important for immediately assessing the impact and setting priorities for the IT, Technical Support, and DevOps teams. With precise definitions of severity levels and priorities, the Project team will be able to address each level by diving straight into a fix. In most of the times the two measurements are perfectly aligned; nevertheless, as part of our strategy, we will define these measurements in close collaboration with Corporation Counsel to ensure that both the Support team and Corporation Counsel share the same understanding on the terms. The priority/severity levels for incidents are defined as follows:  Critical | Very high - Major disruption of the system where Corporation Counsel is not functioning as intended due to hardware or LAN issue. Critical functions of the Software affected.  Major | High - Significant disruption to the users’ ability to use the Software. System performance is degraded.  Minor | Medium - Limited to no disruption. Limited or secondary functions affected. Critical functions not affected, and business processes continue to operate.  Improvement, New Feature | Low - No disruption, with the reported issue having no impact on the critical functions of the Software. For each of the priority/severity levels detailed use cases will be defined. The Project team will provide a full range of technical support for the deployed system. The Case Management System for The Office of the Corporation Counsel - RFP 4548 132 | Page following items are included in Synergy's support package:  Preventive Maintenance | Security alerts and critical security patches/upgrades.  Corrective Maintenance | Provision of bug fixes and patches along with necessary technical information to address and resolve any detected system malfunctions if any. In addition, minor change requests will also be accommodated during this phase.  Software Updates and Adaptive Maintenance | Updates/patches to latest versions of the software and operating system. Reasonable database tuning, data quality review, maintenance reports, license updates, and any other maintenance activities and reports to ensure the proper functioning and performance of the system.  Emergency Maintenance | Providing advice on application issues via Issue Tracker, phone, and e-mail.  Perfective Maintenance | the scope of perfective maintenance should be defined. Integrations identified as being within the scope of the contract will be covered, as will minor change requests. If the change request requires significant development efforts and is deemed to be outside the scope of the current contract, a price estimate will be provided for further consideration. The cycle of handling incidents and the cycle of managing change requests is being organized through an online Issue Tracker, namely Synergy Service Desk. The authorized staff are trained to guide the users in using the ticketing system (issue request submission system). Synergy Service Desk allows authorized users/administrators to submit issues, review status of modifications, escalate the request, communicate with the support team, and approve changes (thereby closing the request). Upon creating a ticket, the user will need to fill-in the information about the issue including the type, description, severity, number of affected users, operational impact, related documents/screenshots etc. The list of required information can be changed, if necessary. After opening the ticket, the system will create a log and will assign a log ID, for future references of user’s issue. On the other hand, to facilitate the technical support for Corporation Counsel staff, various documentation will be provided to Corporation Counsel to enable ongoing support activities and release management. Synergy Service Desk Login Page Case Management System for The Office of the Corporation Counsel - RFP 4548 135 | Page critical organizational buy-in and at the same time minimizes the chances of unmet expectations. Implementation / PostImplementation Sudden and disruptive staff turnover, with lack of contingency planning on IT system management in case of sudden staff turnover. Medium H L We will provide comprehensive, practical on-thejob training to the users of the ECMS so that they build the internal resources necessary to continue administering the systems without disruption in cases of staff turnover. The Project Team will work closely with the client from the very beginning of the project to ensure that they can gradually take over the system maintenance throughout the implementation cycle. Implementation / PostImplementation Lack of sufficient human resources within the client organization to carry out necessary tasks during and after the IT system implementation High M L We will work with Corporation Counsel to form a stakeholder team and focal points consisting of functional staff to sensitize all relevant partners about the tangible value of the system. In doing so, the client will be able to secure the political buy-in necessary to engage stakeholders in data entry and reporting, as well as general usage of the system. Prior to the project start, Synergy will develop project and communication plans that will be based on the initial plan suggested in the proposal. The communication plan will define a communication approach to address the changes that will occur before, during, and after the project implementation. To clearly define the key roles and responsibilities of the team members involved in the project, Case Management System for The Office of the Corporation Counsel - RFP 4548 136 | Page Synergy and Corporation Counsel will prepare RACI chart - visual representation of functional role that each team member plays. Implementation Delays due to scheduling conflicts at various stages of project implementation High M L We will report to the Client any early warning signs of potential risks to the system’s effective roll-out and sustainability so that timely preventive measures can be taken. This will be consistent with our overall capacity support and advisory role on any matters during and after the implementation in order to ensure the most effective usage and maximum sustainability. PostImplementation Post-implementation abandonment due to certain nonconformities detected too late Medium M M This Technical Proposal includes the provision of Technical Support services upon contract arrangement. Implementation Delay in approval of deliverables by client Medium M M All stakeholders involved in the review and approval of milestones, deliverables, documents, etc., need to respond in a timely manner as will be agreed in the contract. Case Management System for The Office of the Corporation Counsel - RFP 4548 138 | Page Duration: 2020 – present Mr. Ara Araratyan is an IT Project Manager/Systems Analyst/Change management Expert with experience in coordinating diverse and concurrent projects. Mr. Araratyan oversees communicating with clients for establishing business rules and system requirements in the initial stages of the project, creating, and managing project and communication plans, requirements matrices, resource requirements, and other project-related documentation. Mr. Araratyan has 20 years of experience in IT, and due to his excellent teamwork, communication, and analytical skills, he is in charge of conducting needs assessment missions and supporting the development processes for Synergy’s projects, as well as assisting clients during and after project implementation. Mr. Araratyan holds bachelor’s degree (BS) in Informatics and Applied Mathematics from Yerevan State University. His expertise also extends to change management, where he uses it to cope with challenging transitions, ensure good communication, and promote adaptation before and after project execution. Mr. Araratyan has strong project management and change management skills such as communication skills, stakeholder engagement, leadership, strategic thinking, problem solving skills, trainer’s expertise, metrics and evaluation skills, collaboration and technological proficiency. Reference to Prior Work/Assignments: Project: Needs Assessment Study for Evaluating the Readiness of Jamaica’s Justice Sector for the Implementation of IECMS Position: Project Manager/Systems Analyst Client: Rwanda Cooperation Initiative (RCI) Duration: 2023 - ongoing Description: As part of the Rwanda Cooperation Initiative, efforts were made to share Rwanda's valuable experience in digitalizing the justice sector through partnership with Synergy. The initiative in Jamaica was guided by a comprehensive Needs Assessment Report, which examined the readiness of the justice sector, offering insights into past conditions and providing focused recommendations. The consultancy services implemented encompassed a range of crucial Case Management System for The Office of the Corporation Counsel - RFP 4548 139 | Page activities. These included evaluating existing procedural laws, conducting in-depth assessments of correctional, prosecution, judiciary, and investigation processes, and analyzing the justice sector's ICT capacity and infrastructure. A comprehensive gap analysis was performed to identify areas for targeted enhancements. The project also involved shaping a strategic digitalization strategy tailored to Jamaica's specific needs and actively participating in the development of the infrastructure conceptual design. Additionally, the conceptual and technical architecture design for the envisioned case management system was created, aligning optimally with Jamaica's court case management requirements. In his role Mr. Ara Araratyan contributed significantly to the needs assessment phase of the Jamaica justice system project. This involved conducting on- site visits, engaging in meetings with relevant stakeholders, and actively participating in the preparation of essential documents. Project: Jail Management System for the Department of Correctional Services Position: Project Manager Client: IDB Duration: 2022 - ongoing Description: IDB funded project for Developing Jail Management System for the Department of Correctional Services. The objective of this project is to automate the business processes and digitalize operations of correctional centers and jails. Mr. Araratyan has conducted on-site visits and meetings with all relevant stakeholders, prepared the System Requirements Study and SDD documents, led the development team for the development of operational prototypes and the CMS system. Mr. Araratyan is a key intermediary between Synergy’s technical teams and system enduser. Project: Development and Delivery of Management Information System for the Justice Sector of Co-operative Republic of Guyana Position: Project Manager Client: The Ministry of Legal Affairs of Guyana Duration: 2020 - ongoing Description: In October 2020, Synergy International Systems and PricewaterhouseCoopers Advisory Services Limited were contracted Case Management System for The Office of the Corporation Counsel - RFP 4548 140 | Page by Ministry of Legal Affairs to implement a Management Information System for the justice sector in Guyana. As a Project Manager, Mr. Araratyan works closely with the Client. He is responsible for the management and coordination of all project phases: Inception, Need Assessment, System Design and Architecture, Development, Testing, Training and Deployment. Mr. Araratyan ensures smooth and timely delivery of the project in accordance with the agreed implementation timeline. Thanks to his problem-solving skills, he is a key intermediary between Synergy’s technical teams and system end-user. Mr. Araratyan is planning to provide trainings and change management activities within the project as well. Project: eCase Management system for National Anticorruption Bureau of Ukraine (NABU) and Specialised Anticorruption Prosecutor’s Office (SAPO) Position: Systems Analyst/Change Management Expert Client: National Anticorruption Bureau of Ukraine (NABU) and Specialised Anticorruption Prosecutor’s Office (SAPO) Duration: 2020-ongoing Description: Synergy International Systems has been contracted to design, develop and supply an eCase Management System for the National Anti-corruption Bureau of Ukraine, the Specialized Anticorruption Prosecutor’s Office, and the High Anti-Corruption Court. The eCase Management System (eCase MS) will be developed for the anti-corruption bodies within the framework of the European Union Anti-Corruption Initiative (EUACI), the largest EU supported program in the sphere of anti-corruption in Ukraine. It is financed by the European Union, and co-financed and implemented by the Danish Ministry of Foreign Affairs (DANIDA). Within the project, Mr. Araratyan is responsible for the coordination of security and penetration tests, certification, and system improvements. He participated in functional, user acceptance and performance tests and delivered the documentation accordingly. Mr. Araratyan is in charge of stakeholder management, change management as well as coordination of additional deliverables. Case Management System for The Office of the Corporation Counsel - RFP 4548 141 | Page Project: Development, deployment, and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) Position: Systems Analyst Client: Ministry of Justice, UNDP Rwanda Duration: 2020 - ongoing Description: Synergy International Systems, Inc. has been contracted by the Ministry of Justice to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS). IECMS is a sector-wide platform for all relevant JRLOS (The Justice, Reconciliation, Law and Order Sector) institutions of Rwanda involved in the provision of justice to citizens. The IECMS serves as the single point of entry for securing and quickly recording all judicial case information and efficiently sharing that information among relevant sector institutions. Mr. Araratyan joined the IECMS team in 2020 and since then is responsible for coordinating, mapping, and integrating business process workflows for the project. He works closely with staff to ensure smooth change management process as well as make sure that the system accurately reflects the judicial processes and guidelines in Rwanda. Project: Electronic Court Case Management Information System for the Judiciary of Uganda Position: Systems Analyst/Change Management Expert Client: Judiciary of Uganda/ World Bank Duration: 2020 - ongoing Description: Synergy has been contracted by the Judiciary of Uganda to develop an Electronic Court Case Management Information System (ECMIS). The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The proposed system should automate and track all aspects of a case life cycle from initial filing through disposition and appeal as to each individual party for any case type. The envisioned ECMIS solution should provide each court and court level with a configured interface to perform its specific function restricting access based on user roles, permissions, and jurisdiction levels. Case Management System for The Office of the Corporation Counsel - RFP 4548 144 | Page Synergy’s projects worldwide, as well as supports clients during and after project implementation. o Moreover, Mr. Avetisyan is specialized in IT Security domain and within Synergy he is responsible for yearly ISO certification and security auditing. o Mr. Avetisyan holds bachelor’s degree in management and master’s degree in management and financial management from Armenian State University of Economics. This comprehensive background, coupled with practical experience, positions him as a skilled consultant capable of delivering effective solutions for a range of projects. Reference to Prior Work/Assignments: Project: Needs Assessment Study for Evaluating the Readiness of Jamaica’s Justice Sector for the Implementation of IECMS. Position: eJustice Consultant/Systems Analyst Client: Rwanda Cooperation Initiative (RCI) Duration: 2023 - ongoing Description: As part of the Rwanda Cooperation Initiative, efforts were made to share Rwanda's valuable experience in digitalizing the justice sector through partnership with Synergy. The initiative in Jamaica was guided by a comprehensive Needs Assessment Report, which examined the readiness of the justice sector, offering insights into past conditions and providing focused recommendations. The consultancy services implemented encompassed a range of crucial activities. These included evaluating existing procedural laws, conducting in-depth assessments of correctional, prosecution, judiciary, and investigation processes, and analyzing the justice sector's ICT capacity and infrastructure. A comprehensive gap analysis was performed to identify areas for targeted enhancements. The project also involved shaping a strategic digitalization strategy tailored to Jamaica's specific needs and actively participating in the development of the infrastructure conceptual design. Additionally, the conceptual and technical architecture design for the envisioned case management system Case Management System for The Office of the Corporation Counsel - RFP 4548 145 | Page was created, aligning optimally with Jamaica's court case management requirements. Mr. Avetisyan played a crucial role in the Jamaica project, focusing on the envisioned system structure, logic, and design in collaboration with the client. He conducted an in-depth ICT Stateof-the-Art Analysis, identified bottlenecks in existing case management processes, and actively contributed to the redesign and reengineering of processes to align with digitalization goals. Project: Electronic Court Case Management Information System for the Judiciary of Uganda Position: Project Manager Client: Judiciary of Uganda Duration: 2019 – ongoing Description: Synergy has been contracted by the Judiciary of Uganda to develop an ECCMIS. The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The proposed system will automate and track all aspects of a case life cycle from initial filing through disposition and appeal as to each individual party for any case type. The envisioned ECMIS solution will provide each court and court level with a configured interface to perform its specific function restricting access based on user roles, permissions, and jurisdiction levels. Mr. Avetisyan has been working with the Project Manager and the Client on ECCMIS structure, logic, and system design. He is responsible for formulating conceptual frameworks on client needs and translating those needs into an operational IT solution. Possessing high skills in training sessions, he is also responsible for the conduction of trainings for system users. Project: eCase Management system for National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s office (SAPO) Position: Business Analyst Client: National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s office (SAPO) Duration: 2020 - ongoing Case Management System for The Office of the Corporation Counsel - RFP 4548 146 | Page Description: Synergy International Systems has won a contract to design, develop, and supply an eCase Management System for the National Anti-corruption Bureau of Ukraine, the Specialized Anticorruption Prosecutor’s Office, and the High Anti-Corruption Court. The eCase Management System (eCase MS) will be developed for the anti-corruption bodies within the framework of the European Union Anti-Corruption Initiative (EUACI), the largest EU-supported program in the sphere of anti-corruption in Ukraine. It is financed by the European Union, and co-financed and implemented by the Danish Ministry of Foreign Affairs (DANIDA). Within the project, Mr. Avetisyan acts as a Business Analyst and responsible for assessment of processes, determination of requirements and delivery of data-driven recommendations and reports to the Client. Project: Development, deployment, and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) Position: Business Analyst Client: Judiciary of Rwanda Duration: 201 - ongoing Description: Synergy International Systems, Inc. has been contracted to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS) for Rwanda. IECMS is a sector-wide platform for all the relevant JRLOS (The Justice, Reconciliation, Law and Order Sector) institutions of Rwanda involved in the provision of justice to citizens. The IECMS already serves as the single point of entry for securing and quickly recording all judicial case information and efficiently sharing that information among relevant sector institutions. Mr. Avetisyan joined Synergy in 2019 and got engaged in the IECMS project as a Business Analyst. Mr. Avetisyan is working closely with relevant judicial bodies to ensure that the required system specifications are implemented and that the Case Management System fully reflects the required judicial processes and guidelines. Case Management System for The Office of the Corporation Counsel - RFP 4548 147 | Page . Previous employment experience: Employing organization: HSBC Bank Armenia Duration: 2017 – 2019 Title/Position(s): Senior IT Officer/It Project Manager Mr. Avetisyan’s responsibilities were the following: • Business requirement and process flow analyses • Local team management • Key stakeholder management • Project coordination between multiple technical and business teams • Implementation of new policies and procedures • Existing IT infrastructure upgrade • IT key personnel management Project: POS Terminal Management System/Credit Card Acquiring System Position: Business Analyst/3rd line Production Support Client: Worldline Belgium Duration: 2019 Jun – 2019 Oct Description: Continues project to support merging of various Pos Terminal management systems and Card acquiring systems of companies that were procured by Worldline. The project scope was data flow analyses between multiple related systems and migrating the processes to Worldline systems. The project also included development of support framework. As a Business Analyst/3rd line Production Support specialist Mr. Karen Avetisyan performed activities, such as Process and Data flow analyses between multiple complex financial systems, standardization of identified processes, development, and implementation of Pos Management System support framework. Project: Credit Card Issuing System Upgrade Position: Project IT Lead/ System Administrator Client: HSBC Bank Armenia Duration: 2018 - 2019 Description: The project was aimed to upgrading and implementing credit card issuing solutions compliant to latest industry standards (PCIDSS) and best practices Case Management System for The Office of the Corporation Counsel - RFP 4548 148 | Page As Project IT lead Mr. Karen Avetisyan coordinated communication between business stakeholders, technical teams and 3rd party provider of the solution as well as local banking sector regulator. The scope of work included final assurance of compliance to Payment Card Industry Data Security Standard (PCIDSS) and local regulatory policies. As system administrator Mr. Karen Avetisyan participated in hardware procurement and further implementation, as well as operating environment setup including server estate and network setup. Project: Customer Statement Management Application Position: IT Project Manager/Business Analyst Client: HSBC Bank Armenia Duration: 2017 - 2018 Description: The project was aimed to develop a software solution compliant to Regulatory standards in scope of customer statement management.  As an IT Project Manager/Business Analyst Mr. Karen Avetisyan performed several activities such as Local Regulatory requirements analyses and business Requirement gathering, leading the project from its initial concept until its continuous development. Determination and setup of several integrations with dependency systems, like Core Banking System, reporting system and mailing systems Coordination of development and back-office teams Employing organization: HSBC Bank Armenia Duration: 2011 – 2017 Title/Position(s): Senior IT Specialist Mr. Avetisyan’s responsibilities were the following: • Planning and further migration of disaster recovery datacenter to Central bank of Armenia • Keeping relation and contract management with local Banking sector regulator (CBA) • Coordination of multiple regional technical teams, to organize smooth migration process. • Budget management • MI reporting Case Management System for The Office of the Corporation Counsel - RFP 4548 149 | Page • Enterprise Services infrastructure upgrade • Planning and determining redevelopment requirements of local applications • Identifying relations and dependencies of about 60 applications • Project management, coordination between 5 technical teams, including DEV team and various international infrastructure management teams. Project: Global Standards Enterprise Solution Position: IT Local Lead Client: HSBC Bank PLC Duration: 2015 - 2018 Description: Global Program to standardize anti money laundering, regulatory compliance, customer due diligence experience in entire HSBC Group. The program included multiple components – Implementation of new business processes and standardization of already existing one, new global system development (Including CDD and AML components), standardization of already existing local systems. As a Local Program lead Mr. Karen Avetisyan performed below activities • Business requirement and process flow analyses • Local team management • Key stakeholder management • Project coordination between multiple technical and business teams • Implementation of new policies and procedures As IT lead Mr. Karen Avetisyan performed below activities • Existing IT infrastructure upgrade • IT key personnel management Project: Datacenter migration to Central Bank of Armenia premises. Position: Project Manager/System Administrator Client: HSBC Bank Armenia Duration: 2014- 2015 Description: The project was aimed to develop redundant disaster recovery infrastructure. As a Project Manager/System Administrator Mr. Karen Avetisyan performed several Activities Case Management System for The Office of the Corporation Counsel - RFP 4548 152 | Page Project: Development, deployment and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) for Papua New Guinea Position: Software Engineer/Technical Team Lead Client: National Judicial Staff Service (NJSS) of Papua New Guinea Duration: 2018 - ongoing Description: Synergy International Systems, Inc. has been awarded the contract by the National Judicial Service of Papua New Guinea (NJS) to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS), a sectorwide platform for all relevant judiciary institutions (The Justice, Reconciliation, Law and Order Sector) involved in the provision of justice to citizens. The IECMS is expected to serve as the single point of entry for securing and quickly recording all judicial case information and efficiently sharing that information among relevant sector institutions. In addition, the IECMS will act as a content management tool for collecting case-related information from a range of judicial institutions in one place by creating a judicial archive of all processed cases. The IECMS will also provide data analysis and generate reports to support judicial decision-making processes. Mr. Yesayan is responsible for overseeing the software development team to ensure that key objectives such as the delivery of prototypes, testing and final launch are achieved in a timely fashion. Project: Development, deployment and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) Position: Software Engineer/Technical Team Lead Client: UNDP Rwanda, Ministry of Justice Duration: 2014 - ongoing Description: Synergy International Systems, Inc. has been contracted by UNDP Rwanda to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS). The IECMS is a sector-wide platform for all relevant JRLOS (The Justice, Reconciliation, Law and Order Sector) institutions of Rwanda involved in the provision of justice to citizens. The IECMS is expected to serve as the single point of entry for securing and quickly recording all judicial case information and Case Management System for The Office of the Corporation Counsel - RFP 4548 153 | Page efficiently sharing that information among relevant sector institutions. Mr. Yesayan is working closely with the Project Manager, identifying the Client’s needs and designing algorithms to provide continuous work of the system. Project: Development and Implementation of the Forensic Case Management System (FCMS) Position: Software Engineer/Technical Team Lead Client: UNDP Moldova Duration: 2021 - ongoing Description: Synergy has been awarded a contract to develop Forensic Case Management System (FCMS) within the UNDP “Strengthening Efficiency and Access to Justice in Moldova” Project (A2J Project). The main purpose of the Forensic Case Management System (FCMS) is to improve process management, records keeping including information and documents related to the field of judicial expertise, ensure the custody of evidence and improve access to justice for the vulnerable groups at the subnational level. Mr. Yesayan works closely with the Software Developer team and IT professionals to create, troubleshoot the envisioned system. He is also responsible for discovering potential defects and finding the right solutions to correct them. Project: DC Office of Human Rights Case Management System Position: Software Engineer/Technical Team Lead Client: DC Court of Human Rights Duration: 2016 - 2017 Description: The District of Columbia Commission of Human Rights (COHR) awarded a contract to Synergy International Systems, Inc. to provide an electronic Case Management System (CMS) for the registration and processing of cases related to human rights violations. The main objective of the DC COHR CMS is to support the COHR with online complaint registration and e-filing. The Case Management System is designed using the Synergy eCase platform, with customized case registration forms, and configurable workflows and user access permissions. Through a public user interface, Case Management System for The Office of the Corporation Counsel - RFP 4548 156 | Page Duration: April 2022 – in progress The Council of Europe is implementing a Project Support for the execution by Armenia of judgments in respect of Article 6 of the European Convention on Human Rights. This project includes design and development of IOM system, which is based on IDM, with embedded Case management and Document management to optimize and digitize the case management and document processing within the Office of the Representative of the Republic of Armenia Before the European Court of Human Rights. Working closely with the project manager, system analyst, and team, Ms. Dombaeva designed the PostgreSQL database structure for the system, which includes the tables, columns, indexes, views, and triggers. Project: Electronic Court Case Management Information System for the Judiciary of Uganda Client: Judiciary of Uganda Positions held: Senior Database Designer Duration: 2019 - ongoing Description: In scope of the project of Electronic Court Case Management Information System for the Judiciary of Uganda she designed the database structure (PostgreSQL), configured and implemented stored procedures, views and optimization of query performance. The objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. Working closely with the project manager, system analyst, and team, Ms. Dombaeva designed the PostgreSQL database structure for the system, which includes the tables, columns, indexes, views, and triggers. Project: Forensic Case Management System Duration: 2022 - ongoing Client: UNDP Moldova Positions held: Senior Database Designer. Description: UNDP funded the project for developing Forensic Case Management System for Forensic Institutions in Moldova. This system is based on IDM and will bring together in a single information space all the data and processes in which the staff of Case Management System for The Office of the Corporation Counsel - RFP 4548 157 | Page the national forensic institutions and the employees of other public institutions within the justice chain Ms. Dombaeva was in charge of developing the intricate database design (PostgreSQL), which included all the necessary tables, indexes, views, constraints, triggers, stored procedures, and other database-specific constructs for storing, retrieving, and deleting permanent objects. Project: Jail Management System for the Department of Correctional Services Duration: 2022 - ongoing Client: IDB Positions held: Senior Database Designer Description: IDB funded project for Developing Jail Management System for the Department of Correctional Services. The objective of this project is to automate the business processes and digitalize operations of correctional centers and jails. Together with the team and project manager, Ms. Dombaeva created the PostgreSQL database structure for the system, which includes the tables, fields, indexes, views, and triggers. She also set guidelines for the database's data integrity and security measures. Project: Integrated Electronic Case Management System Duration: 2020 - ongoing Client: Judicial Service Commission in Zimbabwe Positions held: Senior Database Designer Description: The Judicial Service Commission in Zimbabwe funded the project for developing Integrated Electronic Case Management System, which will streamline and digitalize the business processes of all the courts. Ms. Dombaeva worked with the team and project manager and designed the database structure (PostgreSQL) (including tables, fields, indexes, views, and triggers) of the system and also established rules for data integrity and security protocols within the database. Project: M&E Duration: 2017 - ongoing Client: Belgian Technical Cooperation (BTC) Case Management System for The Office of the Corporation Counsel - RFP 4548 158 | Page Positions held: Senior Database Designer Description: The international development organization of the Belgian government, Belgian Technical Cooperation (BTC), has chosen Synergy Indicata (M&E solution) as its enterprise Monitoring Software. More than 200 initiatives and projects from the organization are tracked by BTC's IDM-powered system across 14 partner nations. Together with the project manager, system analyst, and team, Ms. Dombaeva developed the PostgreSQL database structure for the system, which comprises of the tables, columns, indexes, views, and triggers. Project: Social Protection Management Information System Duration: 2014 - 2017 Client: World Bank Positions held: Database Designer Description: The project was funded by the World Bank to develop the social protection management information system of the National Social Protection Agency (NSPA) of Maldives. The system is based on IDM and automates workflows for beneficiary applications, data collection and verification, official approvals, as well as payment and tracking of financial assistance. Ms. Dombaeva’s contributions included defining relational database structure, stored procedures and query optimization, (MS SQL Server, Oracle); creating and maintaining all databases required for development, testing, and production usage. Project: Development Assistance Database (DAD) Duration: 2005 – 2010 Positions held: Database Designer Client: Government of the Islamic Republic of Afghanistan Description: The Development Assistance Database (DAD) was created to help the Government of the Islamic Republic of Afghanistan track development and reconstruction aid more effectively. The dual-language (English and Dari) online system is managed by the Budget Department of the Ministry of Finance. The complex database design, which included all the essential tables, indexes, views, constraints, triggers, stored procedures, and other database-specific constructs for storing, retrieving, and Case Management System for The Office of the Corporation Counsel - RFP 4548 161 | Page Client: National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s office (SAPO) Duration: 2019 - ongoing Description: Synergy International Systems has won a contract to design, develop, and supply an eCase Management System for the National Anti-corruption Bureau of Ukraine, the Specialized Anticorruption Prosecutor’s Office, and the High Anti-Corruption Court. The eCase Management System (eCase MS) will be developed for the anti-corruption bodies within the framework of the European Union Anti-Corruption Initiative (EUACI), the largest EU-supported program in the sphere of anti-corruption in Ukraine. It is financed by the European Union, and co-financed and implemented by the Danish Ministry of Foreign Affairs (DANIDA). As a Senior QA, Ms. Suryan has led the QA team and is responsible for designing, developing, and maintaining test cases and strategies for system testing and multiple user scenarios. Project: Integrated Electronic Case Management System (IECMS) Position: Senior QA Expert Client: Judicial Service Commission of Zimbabwe Duration: 2020 - ongoing Description: Main project features: The Judicial Service Commission (JSC) of the Republic of Zimbabwe is encountering challenges in ensuring timely and effective service delivery due to the lack of systems and limited institutional capacity. The absence of an all-encompassing platform that reflects the current business processes of the judiciary, creates a considerable impediment to the effective handling and resolution of cases in a timely manner. Subsequently, JSC strives to improve judicial services and enable easy communication and better service delivery for the people of Zimbabwe. In December 2020, Synergy International Systems was awarded by The Judicial Service Commission (JSC) of the Republic of Zimbabwe to implement Integrated Electronic Case Management System (IECMS) for the Judicial Service Commission of Zimbabwe. As a Senior QA, Ms. Suryan is currently leading the QA team and is responsible for designing, developing, and maintaining test cases and strategies for system testing and multiple user scenarios. Case Management System for The Office of the Corporation Counsel - RFP 4548 162 | Page Project: Electronic Court Case Management Information System for the Judiciary of Uganda Position: Senior QA Expert Client: Judiciary of Uganda/ World Bank Duration: 2019 - ongoing Description: Synergy has been contracted by the Judiciary of Uganda to develop an Electronic Court Case Management Information System (ECMIS). The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The proposed system should automate and track all aspects of a case life cycle from initial filing through disposition and appeal to each individual party for any case type. The envisioned ECMIS solution should provide each court and court level with a configured interface to perform its specific function and restricting access based on user roles, permissions, and jurisdiction levels. As a software tester, Ms. Suryan is responsible for preparing and implementing a system-testing plan according to Synergy’s internal quality assurance policies and accordingly client’s procedures. Her contributions also include the preparation of reports in order to communicate outcomes of QA activities, as well as perform data analysis to identify areas for improvement in the quality system. Project: Results-based management M&E system for MFA Netherlands Position: Software Tester Client: Ministry of Foreign Affairs of Netherlands Duration: 2017 - ongoing Description: The Dutch Ministry of Foreign Affairs, represented by the Directorate General for International Cooperation, is setting up an online monitoring and evaluation system to support the corporate transition to the results-based management. Synergy has been contracted to design, develop and implement the Results Management System for the MFA. As a Quality Engineer Specialist, Ms. Suryan is responsible for preparing and implementing a system-testing plan according to Synergy’s internal quality assurance policies and accordingly client’s procedures. Her contributions also include the preparation of reports in order to communicate outcomes of QA activities, as well Case Management System for The Office of the Corporation Counsel - RFP 4548 163 | Page perform data analysis to identify areas for improvement in the quality system. Project: Implementation of Financial Budgeting Management System for MCA Armenia Position held: QA Specialist Client: Millennium Challenge Account Armenia Duration: 2010-2011 Description: Synergy International Systems was contracted in January 2010 for the design, customization, and installation of a compact level Monitoring & Evaluation information system. The Management Information System (MIS) for the Millennium Challenge Account (MCA) Armenia (MCA MIS) is a modular system designed specifically for the needs of Millennium Challenge Account management. Ms. Suryan designed and executed test plans, developed test cases, and used various testing techniques to identify bugs, inconsistencies, or issues in the software. She also collaborated closely with developers and project managers to communicate defects, suggest improvements, and confirm that resolutions align with project goals. Project: Development Assistance Database (DAD) Position held: QA Specialist Client: Government of the Islamic Republic of Afghanistan Duration: 2008-2012 Description: The Development Assistance Database (DAD) was created to help the Government of the Islamic Republic of Afghanistan track development and reconstruction aid more effectively. The dual-language (English and Dari) online system is managed by the Budget Department of the Ministry of Finance. As a software tester, Ms. Suryan was responsible for preparing and implementing a system-testing plan according to Synergy’s internal quality assurance policies and accordingly client’s procedures. Her contributions also includde the preparation of reports in order to communicate outcomes of QA activities, as well as perform data analysis to identify areas for improvement in the quality system. Case Management System for The Office of the Corporation Counsel - RFP 4548 165 | Page VII. The acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. Based on the complexity and scope of each system, 3-6 QA specialists are dedicated to the project. These experts, in close collaboration with our client, prepare a Test Plan that will detail the testing approach, the types of testing and test scenarios conducted to ensure that the software application responds to the criteria defined in the Requirements Traceability Matrix (RTM). Synergy QA specialists have a solid knowledge of various QA software tools, such as ZAP Proxy, SQLMap, Testssl.sh, Jasmine, Karma, Protractor, Junit, Mockito, Hamcrest, Spring-test, Selenium, Selenium Fluent, Cucumber JVM, Locust, Gatling etc. Our QA specialists employ a hierarchical approach by conducting different levels of testing and are well-prepared for rigorous ECMS testing and fine-tuning right from the prototyping stage all the way through the final delivery within ECMS testing environment. Synergy will provide test cases to uncover any potential bottlenecks of the system. Those test cases will specify the inputs, actions, or events to ensure that the functionality and the overall system is performing as required. The RTM will be used for identifying the test cases and ensuring that all system requirements have been met during the Verification process. Testing documentation will be provided to the stakeholder teams throughout testing period. The following testing activities will be conducted: • Unit Testing | This type of testing will be carried out to ensure that all the individual components / units (fields, modules) of the solution functionality are performing properly. The developer's manager performs a review and sign-off on the test results. If problems are noted, the developer addresses the problem, makes appropriate modifications in the development environment, and submits it to Quality Assurance for testing. Tests are performed automatically and the testing scripts with data are incorporated into the source code. Unit Testing will be conducted during the development and configuration of the ECMS and will be completed satisfactorily prior to moving into System Testing. • Integration Testing | To verify functional, performance, and reliability requirements placed on system components, our experts group the system components in larger aggregates, and conduct integrity testing of system modules. This testing also includes validation of the Case Management System for The Office of the Corporation Counsel - RFP 4548 166 | Page successful exchange of information between the ECMS and all interfacing systems. The success criterion is the ability of the system as a whole and all its subsystems, including third-party components, to interact in accordance with Functional Requirements. • Regression Testing | To ensure that the addition of new components will not negatively affect the correction of past issues regression testing will be conducted on an as-needed basis to pre-emptively catch any bugs created by the implementation of new components. • Performance (Load) Testing | Performance testing is the process of determining whether the system’s speed, scalability, and stability meet the requirements under the expected load. The tests help to find and fix performance bottlenecks, identify system behavior under extreme load, and detect the breaking point of the system. The performance tests aim at identifying how many concurrent users the system can have and are usually run-on environments that mimic the production environment in terms of security and performance. Based on the requirement data collected, the testing tools are selected, the environment and infrastructure are set up, test cases are identified, the total user load to be simulated is determined, and test metrics are specified. In the next step, performance tests are created and executed for a predefined time. The test results are then deciphered to find the system bottlenecks and shared with the relevant stakeholders. • User Acceptance Testing | Synergy will implement User Acceptance Testing (UAT) via questionnaires and/or interviews with key user groups in the Corporation Counsel. UAT will be conducted before the system goes live. UAT will allow system end-users to validate the software against the requirements. UAT includes testing of all major functions, processes, and interfacing systems and will cover the required functionalities of the system, for each user role and module defined in the testing scenario. Experts from the Project QA team, Corporation Counsel’s focal team, and other stakeholders should participate in user acceptance testing. The QA team will work closely with Corporation Counsel’s designated staff to prepare the UAT document that will include criteria agreed upon during the contract stage. It will also include all positive and negative testing scenarios. The team will prepare clear instructions for test users to enable them to carry out the test cases systematically, and to record the results and problems encountered in a clear and efficient manner. The QA team will provide test results forms to record the UAT results by each test user. The forms capture the functionality, which is being tested, date of the test, the location, the name of the tester and their signature. QA team will also provide bug report forms to enable test users to record problems/bugs encountered during testing. Synergy has its own bug/defect prioritization mechanism with defined rules and procedures for resolution time and issue escalation. We will follow the below table of defect prioritization to Case Management System for The Office of the Corporation Counsel - RFP 4548 170 | Page VIII. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. Training and knowledge transfer are core pillars of all our projects, and we work closely with our client organizations to impart the knowledge necessary to manage the system on their own. Training is adapted to the specific needs and competencies of every Client, and generally includes some form of general user, system administration, and train-the-trainer workshops. Synergy has more than 25 years’ total experience in developing customized training programs and providing tailored capacity building activities for different user groups based on the analysis of the needs and future application to ensure that users know not only how to operate the system, but also why using it can help them complete their work more effectively. We measure our success not by how well we deliver software to a client, but by how effectively we empower our partners to overcome informational challenges, improve business practices, and make sound decisions based on good data and analysis. Training and Knowledge Transfer Approach Knowledge and skill transfer is integral to the approach to all project activities, and we employ a collaborative approach in tandem with meeting overall project objectives. Our Detailed Approach to Knowledge Transfer We will directly support your requirements to build your capability using our proven and successful approach. Therefore, to ensure maximum benefit we use a practical, “how to” knowledge transfer approach throughout this project. Our Approach is fully designed to meet and satisfy your requirements:  Transfer of Skills to Your Teams  Hands-on Training in Diagnosing, Understanding and Defining Issues and Problems  Coaching, advice, and guidance on the issues as implementation takes place. Our Team of Consultants will involve relevant key stakeholders from Corporation Counsel in the form of hands-on working teams in every aspect of the project, from planning through to implementation. We will provide advice on how to perform the identified project activities. We will provide the trainees with the necessary knowledge to perform the activities, also we will coach, guide and handhold where relevant. We will review the work performed and provide additional Case Management System for The Office of the Corporation Counsel - RFP 4548 171 | Page direction, where relevant. Accordingly, by performing the project activities in such a hands-on manner, the trainees will gain, not only theoretical knowledge, but practical experience and confidence to “steer” others. The workshops, mentoring, proactive and reactive support all provide direct contact time with our team of specialists from which trainees from Corporation Counsel will gain advisory support and guidance in a practically oriented manner. The Knowledge Transfer approach allows a more useful identification of training needs throughout the project and how these should be appropriately addressed in the ECMS Training Plan. We will assess internal capacity and design a unique training program for anticipated ECMS users. The Project Team will work directly with anticipated users and administrators of the system design training sessions specifically tailored to the ECMS for the Corporation Counsel. Synergy will conduct the training on-site and remotely at the client’s facilities, unless otherwise directed by the client. It is also worth mentioning that Synergy team will train the anticipated users so they will be able to participate in the ECMS testing according to their user role, permissions, and fields of activities. For more detailed description please refer to section Training and Knowledge Transfer. Case Management System for The Office of the Corporation Counsel - RFP 4548 172 | Page G. System Reporting, Data Migration and Integration I. System Reporting One of the cornerstone components of the proposed solution is its built-in Analytics and Reporting Module designed specifically for non-technical users. Via this module, the stakeholders will be able to analyze, monitor and report on the performance of the Corporation Counsel using a variety of tools such as data analytics, dashboards and operational report generation. Synergy eCase provides a suite of powerful and user-friendly tools for on-demand data for visualizing and interpreting case data for any level of the judicial system. Synergy eCase will allow users to easily generate various kinds of analytics, such as pre-defined (standardized reports for uniform reporting) and ad hoc (unique reports for specialized reporting needs) reports, charts, matrixes, lists, dashboards covering all levels of the Corporation Counsel. The Report Builder tool will allow authorized users to generate both pre-defined and ad hoc reports with the desired format and frequency through smooth and intuitive user interface. Report generation is instantaneous, and it pulls form/data directly from the live ECMS database. Thus, authorized Corporation Counsel technical and business staff will have self-reporting capabilities. Adding a new report in Synergy eCase demo system Users can easily share analytics that are extracted from the eCase (reports, charts, dashboards) with external people by providing a sandboxed link to specific analytics, which serves for “Public Views”. The system user can share the URL link to the designated party who can open it on a Case Management System for The Office of the Corporation Counsel - RFP 4548 173 | Page browser. In other words, it is not necessary to have access to the system for each and every one, it is enough to share a saved report and they can view it. Judicial Staff Performance Evaluation Report The reports, charts and graphs produced within ECMS can be exported to Excel, Word, and PDF and can be then exported to common word processing software. Export capabilities in Reporting in Synergy eCase demo system In addition to case tracking and revealing trends, inefficiencies or bottlenecks, the Analytics and Reporting Module acts as a Monitoring and Evaluation tool for analyzing and reporting on the performance of sector institutions in the provision of justice. This includes reports and graphic Case Management System for The Office of the Corporation Counsel - RFP 4548 174 | Page presentations of key performance measures and visibility on the case processing, execution, court performance thereby allowing to identify the problematic areas and resolve them. The dashboards are updated in real-time, and one can drill down from one dashboard to another. These comprehensive analytical views can show the performance of the whole Corporation Counsel and can be drilled down to lower level to display the department level execution and even lower to a particular attorney level execution. Results of drilled down information in Synergy eCase demo system Authorized users will have the ability to generate reports with information on the final disposition of a case versus what cases are still pending. The logged in User will have access to a dedicated Dashboard View of their assigned cases. The Dashboard will have the ability to Display case and person dashboard information, User Tasks, Upcoming Calendar Items and Graphical presentation of the Case Status, Case Type and attachments. The Dashboard provides a completely personalized workspace with one-click access to up-to-date information from various generated outputs, including all saved reports and charts. This module will fulfil the information needs of planning administration staff that require seeing an aggregate summary of the information available in the system in various formats, simultaneously, in one screen. The Dashboard enables users to combine different types of analytical views (reports, charts, maps) on a single screen, thereby providing insightful snapshots of the performance of specific officers, departments, and institutions. Users can make use of the intuitive drag-and-drop environment that the Dashboard tool offers for leveraging information assets in real-time through visually rich, responsive and personalized business intelligence dashboards. Case Management System for The Office of the Corporation Counsel - RFP 4548 175 | Page II. Data Migration The capacity to efficiently move data is critical to the successful implementation of any system. The objective of the Data Conversion/Migration is to successfully migrate data from the Corporation Counsel’s source systems into the proposed solution. The Project team will work closely with the Client Team to analyze the data which needs to be migrated into the ECMS. After the analysis, we will produce a migration script, which will allow for smooth and accurate data migration from the source system to ECMS with the required file formats. Data migration will be performed in a way to ensure proper data validation and system testing. The main steps for the successful migration of data to the envisioned ECMS include:  Define Migration Strategy | As a first step, Synergy will work closely with all the stakeholders to analyze the data maintained electronically and determine the scope of data to be migrated into the production version of the ECMS. The main goal is to document a strategy for the migration from the current systems. The strategy will include:  Identifying each legacy system and its type  Documenting the timing for data migration  Documenting the requirements for data migration  Prepare for Migration | In order to facilitate the data migration process, we will need the data to be provided in a structured format. As another option, we can be granted direct access (just read-only access) to the source databases. The data structure will be based on the new system’s requirements and a predefined format will be produced.  Perform Migration | In this phase, we will specify the data migration environment and required project resources, quality checks, error and correction requirements, data cleansing process, acceptance criteria, etc. Any issues encountered will be reported for troubleshooting and verification. Data migration will be performed in a way to ensure proper data validation and system testing. If relevant data is available in paper format, it needs to be manually uploaded to the system based on the predefined data structure.  Validate and Test Migration | Following data migration, we will ensure that duplicate data is eliminated, reducing the risk of unreliable reports. We will verify that the migration has complied with all the requirements of the Client, and that the data moved is viable for future use.  Finalize Migration | At the end of the process, another review will be held by the stakeholders to get acceptance on the successful data migration. Once the data is verified Case Management System for The Office of the Corporation Counsel - RFP 4548 176 | Page and the new environment is running smoothly, the new system will be turned over to the users for a live run. III. Integration We highly prioritize the importance of interoperability capabilities of the systems we deliver, especially in Justice domain. The ECMS will have a built-in interoperability capability to interface with other external systems to retrieve and/or send data thus assuring the openness of the system. Synergy eCase platform has built-in integration gateway (SIG) and underlying technological interoperability capability (APIs) that have been developed to ensure the openness of the technology platform and support data exchange with other external systems. We recommend discussing and analyzing the detailed interoperability requirements and availability of those systems during Needs Assessment. Case Management System for The Office of the Corporation Counsel - RFP 4548 180 | Page Annex: Power of Attorney to Sign the Proposal Case Management System for The Office of the Corporation Counsel - RFP 4548 181 | Page Bid Zip RFP #4548/Synergy International Systems, Inc. _1004847/Synergy_International_Systems_RFP 4548_Electronic Case Management System.pdf Proposal Procurement Reference No: RFP 4548 Assignment Title: Provide, Maintain and Support an Electronic Case Management System for The Office of the Corporation Counsel, County of Hawai'i Purchaser: County of Hawai'i Bidder: Synergy International Systems, Inc. Date: May 3, 2024 Case Management System for The Office of the Corporation Counsel - RFP 4548 2 | Page Prepared by: Synergy International Systems, Inc. Contact Persons: Ms. Victoria Mejlumyan – Victoria.Mejlumyan@synisys.com Ms. Arpine Matevosyan – Arpine.Matevosyan@synis ys.com Copyright of this document and its contents remain the property of Synergy International Systems. Inc. This proposal may not be reproduced in whole or in part without the prior consent of Synergy International Systems, Inc., except for the internal use of the Office of the Corporation Counsel, County of Hawai’i. Use of the data contained within this proposal is restricted to the mentioned organizations and governmental bodies and disclosure to other entities is prohibited. Case Management System for The Office of the Corporation Counsel - RFP 4548 3 | Page Statement of Undertaking (Compliance with Terms and Conditions) RFP 4548 PROVIDE, MAINTAIN AND SUPPORT AN ELECTRONIC CASE MANAGEMENT SYSTEM FOR THE - OFFICE OF THE CORPORATION COUNSEL, COUNTY OF HAWAI`I Director of Finance, County of Hawai‘i Hilo, Hawai‘i Dear Sir/Madam: The undersigned hereby proposes to furnish and deliver the following goods or services: Provide, maintain and support an electronic case management system, to Corporation Counsel, County of Hawai‘i, 101 Aupuni Street, Suite 325, Hilo, Hawai‘i, complete as specified, all in strict compliance with the Specifications and Special Provisions attached hereto and General Terms and Conditions for Goods and Services dated May 10, 2023, made a part hereof. It is understood and agreed that the goods and/or services to be furnished are for the exclusive use of the County of Hawai‘i and are therefore exempt from Federal Excise Taxes and that the net bid price excludes such Federal Excise Tax. Please note that effective January 1, 2020, the maximum General Excise Tax rate that may be charged of Hawai‘i County is 4.7120%. The County of Hawai‘i is exempt from the City and County of Honolulu, 0.5% General Excise Tax Surcharge. The undersigned further agrees that he has carefully read and understands the Proposal for this contract and that the Director of Finance, County of Hawai‘i, reserves the right to accept or reject any and/or all bids or proposals, or accept other than the low bid, if in his/her judgment, by so doing, it will be for the best interest of the public and the County of Hawai‘i. All successful Proposers, for any single item exceeding $2,500.00, will be required to furnish proof of compliance with the requirements of § 3-122-112, Hawai‘i Administrative Rules (see Special Provisions No. 18). Upon acceptance and award of this Proposal by the Director of Finance, the undersigned hereby agrees to enter into and execute the Contract as required by law within ten (10) calendar days after the award. Company Name: Synergy International Systems, Inc. Mailing Address: mail@synisys.com Business Address and Telephone Number 1640 Boro Place, 4th Floor McLean, Virginia 22102, U.S.A., +1 (571) 568-3810 Signature: Name and Title of Authorizing Person: Arthur Hovanesian, Executive Vice President Date: 3 May, 2024 Case Management System for The Office of the Corporation Counsel - RFP 4548 4 | Page A. Letter of Transmittal 1 To: Office of the Corporation Counsel, County of Hawai’i Enclosed, please find our proposal for “Provide, Maintain and Support an Electronic Case Management System for The Office of the Corporation Counsel, County of Hawai’i”. We are pleased to submit this proposal in response to RFP 4548. The key points covered in the proposal include: 1. Executive Summary | A concise overview of our proposed solution and its benefits to The Office of the Corporation Counsel. 2. Company Background | Information about our company's experience, expertise, and relevant qualifications in delivering similar projects. 3. Technical Specifications and Functional Requirements | Detailed specifications outlining the technical aspects and functional requirements of the proposed solution. 4. Implementation, Project Management, Training, and Ongoing Support | Comprehensive plans for implementation, project management, training, and ongoing support for efficient and seamless project execution. 5. System Reporting and Data Migration/Integration | Description of the reporting capabilities of the envisioned system, along with strategies for data migration and integration with other systems as needed. 6. Cost Proposal | A breakdown of the proposed costs associated with the project, including pricing structures and any additional expenses. We believe that Synergy’s team expertise and the comprehensive nature of the proposal make us well-suited to fulfilling the requirements outlined in this RFP. Thank you for the invitation to participate in the RFP stage of this solicitation and considering our proposal. We look forward to the opportunity to work with the County of Hawai’i and to contributing to the success of the provision of an Electronic Case Management System for the Office of the Corporation Counsel. Company Name: Synergy International Systems, Inc. Mailing Address: mail@synisys.com Business Address and Telephone Number 1640 Boro Place, 4th Floor McLean, Virginia 22102, U.S.A., +1 (571) 568-3810 Signature: Name and Title of Authorizing Person: Arthur Hovanesian, Executive Vice President Date: 3 May, 2024 1 The Power of Attorney has been attached as an Annex. Case Management System for The Office of the Corporation Counsel - RFP 4548 5 | Page B.Table of Contents Statement of Undertaking (Compliance with Terms and Conditions) ............................................. .......... 3 A. Letter of Transmittal ............................................................................................................................................ 4 B. Table of Contents .................................................................................................................................................. 5 C. Executive Summary .............................................................................................................................................. 8 I. Understanding of County’s Objectives and Requirements ............................................................ 8 D. Company Background ................................................................................................ ......................................... 9 I. Experience and Organizational Capacity .................................................................................... 10 i. Synergy’s Qualifications and Experience ................................................................................ 11 II. Past Performance (References) .................................................. ................................................. 23 i. Narratives of Implemented Projects ....................................................................................... 23 ii. Client References .................................................................................................................. 42 E. Technical Specifications and Functional Requirements ....................................................................... 56 I. Technical Specifications Overview ......................................................................... ..................... 56 i. Solution Overview ................................................................................................................. 56 ii. Overview of Synergy IDM Technology Platform ..................................................................... 56 iii. Software Architecture .......................................................................... .................................. 59 iv. Technological Stack ............................................................................................................... 63 II. Functional Specifications of eCase Based ECMS ......................................................................... 68 i. Overview of Proposed Solution | Synergy eCase ..................................... ............................... 68 ii. Mandatory Requirements ...................................................................................................... 79 F. Implementation, Project Management, Training and Ongoing Support .................................... 103 I. Conceptual Plan, Strategies, and Methodologies of the Proposed System and/or Software. ...... 103 i. Project Management Approach ........................................................................................... 103 ii. Project Management Methodology ................................ ..................................................... 105 iii. Software Development Approach ........................................................................................ 107 iv. Client Empowerment ........................................................................................................... 109 II. Services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. ............................................................................................................. 113 Case Management System for The Office of the Corporation Counsel - RFP 4548 6 | Page III. Implementation Plan Upon Award of Contract, and a Plan for Project Management Through Hand Over of The System and/or Software. ............................................. ................................................... 115 i. Implementation Schedule .................................................................................................... 116 ii. Project Inception: Finalization of Work Plan ......................................................................... 117 iii. System Analysis: Needs Assessment and Preparation of System Design Document and Minimum Viable Product (MVP) .................................................................................................... 120 iv. Development and Customization of ECMS ........................................................................... 123 v. Testing and Adjustment of ECMS .............................................................. .......................... 124 vi. Training and Knowledge Transfer ........................................................................................ 126 vii. Commissioning and Go-Live ................................................................................................ 130 viii. Technical Support and Maintenance ................................................. ................................... 131 IV. Services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. 133 V. Steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. .......................................................................................................... ....... 134 VI. Resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. ................................................................................................................................ 137 i. Project Manager | Ara Araratyan .......................................................................................... 137 ii. Systems Analyst | Karen Avetisyan .......................... ............................................................. 143 iii. Software Developer | Tigran Yesayan ................................................................................... 151 iv. Database Designer | Natalya Dombaeva .............................................................................. 155 v. Quality Assurance Expert | Luiza Suryan ........................... .................................................... 160 VII. The acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. ......... 165 VIII. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by whch training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. .................................................. ............................................................................. 170 G. System Reporting, Data Migration and Integration.................................................................. .......... 172 Case Management System for The Office of the Corporation Counsel - RFP 4548 7 | Page I. System Reporting ............................................................................ ........................................ 172 II. Data Migration ........................................................................................................................ 175 III. Integration .............................................................................................................................. 176 H. Cost Proposal ............................. ........................................................................................................................ 177 Breakdown by Major Products (Products and Services Schedule) ....................................................... 177 Breakdown by Major Tasks ............................................................................................................... 177 Hourly Rates for Project Personnel .................................................................................................... 179 Annex: Power of Attorney to Sign the Proposal ............................................................................................. 180 Case Management System for The Office of the Corporation Counsel - RFP 4548 8 | Page C. Executive Summary I. Understanding of County’s Objectives and Requirements The County of Hawai'i is looking to acquire an Electronic Case Management System (ECMS) for the Office of the Corporation Counsel under RFP No. 4548. According to our interpretation of the published RFP, serving as the chief legal advisor and legal representative for the County of Hawai’i, the Corporation Counsel hopes that by implementing the ECMS, which makes use of a common browser for management and access, is meant to make processes transparent, paperless, and more efficient. With a wealth of expertise, knowledge, and know-how in developing case management systems for the Justice Sector of over 15 country governments worldwide, Synergy is ideally positioned to implement the ECMS for Corporation Counsel, train the users of the system, and provide subsequent technical support. We will ensure the successful realization of the main objectives of the ECMS identified in the RFP: • Objective 1 | Synergy eCase is designed to significantly enhance the productivity and efficiency of the Office of the Corporation Counsel. Through streamlined case management processes, intuitive user interfaces, and automated workflows, our solution aims to minimize manual tasks, reduce processing times, and optimize resource utilization. The Office can expect a substantial increase in work productivity and efficiency, leading to improved service delivery and better outcomes for the County. • Objective 2 | Synergy will take a comprehensive approach to achieve this objective. Our team will handle all aspects of the implementation process, from programming and installation to integration with existing systems if there is a need. We will customize the eCase platform to meet the specific needs of the Office of the Corporation Counsel, ensuring seamless integration with County workflows and procedures. Additionally, we will provide extensive training sessions for staff members and relevant County departments, including the Department of Information Technology, to ensure full utilization and adoption of the case management system. • Objective 2 | Collaboration is key to the success of any project, especially one involving multiple departments within an organization. Synergy is committed to working closely with all relevant County departments, including the Department of Information Technology, to facilitate smooth communication, coordination, and integration efforts. Our team will actively engage with stakeholders to gather requirements, address concerns, and ensure alignment with County objectives. By fostering strong partnerships and collaboration, we will maximize the benefits of eCase across all departments and streamline operations County-wide. Case Management System for The Office of the Corporation Counsel - RFP 4548 9 | Page D. Company Background Information Required Response Company Name Synergy International Systems, Inc. Business Address HQ: 1640 Boro Place, 4th Floor McLean, Virginia 22102, USA Branch Office: Armenia, Global Learning and Training Center: 2/4 Armenak Armenakyan, Yerevan, Armenia Subsidiary Office: Zuid Hollandlaan 7, 2596 AL Den Haag, Netherlands Branch Office: Kigali Heights, 3rd Floor, KG 7 Ave, Kigali, Rwanda Telephone Numbers +1 (571) 568-3810 Company Web Address www.synisys.com Description of the Proposer's Organization Established in 1997, Synergy is a global firm headquartered in Washington, D.C., with over 200 employees. We've completed 300+ projects across 80+ countries for governments, NGOs, and international organizations. Specializing in technological development and digitalization, we provide software implementation, consulting, training, and support services. Currently managing 20-25 projects concurrently. Refer to section Synergy’s Qualifications and Experience for more details. Jurisdiction of Organization and Date of Organization Commonwealth of Virginia, March 25, 1997 Refer to section Name of the jurisdiction in which Synergy is organized Description of Experience with Implementing, Installing, and Supporting the Proposed Solution and an outline of the services provided as part of this solution Sections Experience and Organizational Capacity and Past Performance (References) describe several project references that demonstrate Synergy’s experience in implementing, installing, and supporting solutions similar to the required ECMS solution as described by the business and technical requirements in this RFP and in a project with comparable scope and complexity. For the outline of services provided, please refer to the section Services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. Case Management System for The Office of the Corporation Counsel - RFP 4548 10 | Page I. Experience and Organizational Capacity Headquartered in the Washington, D.C. metro area, with branch offices in Kigali, Rwanda, the Hague, Netherlands, and a Global Learning Centre in Yerevan, Armenia, Synergy has an impressive portfolio of past performance with contracts of similar size and scope in the US and Pacific Islands, including Papua New Guinea and Tonga. With highly qualified personnel operating in the company’s global offices in different time zones as well as cutting-edge equipment and facilities, Synergy is ideally positioned to provide its services for the development of the ECMS for Office of Corporation Counsel. Please see below the list of the most notable contracts under which Synergy has provided services similar in scope and size in the justice sector. USA 1. Case Management System for the City of Portland 2. DC Office of Human Rights Case Management System Papua New Guinea Integrated Electronic Case Management System (IECMS) Jamaica Procurement of Jail Management System for the Department of Correctional Services Guyana Management Information System for the Justice Sector Tonga Justice Sector Support Program Rwanda Ministry of Justice - Integrated Electronic Case Management System Moldova Development and Implementation of the Forensic Case Management System - FCMS Case Management System for The Office of the Corporation Counsel - RFP 4548 11 | Page Ukraine E-Case Management System for EUACI Zimbabwe Integrated Electronic Case Management System for the Judicial Service Commission Uganda Electronic Court Case Management Information System (ECMIS) for the Judiciary of Uganda Sao Tome and Principe Implementation of a Case Management System (CMS) For Justice System Eswatini Integrated Electronic Case Management System Armenia Design and Development of the Integrated Office Management (IOM) System for the Office of the Representative of the Republic of Armenia Before the European Court of Human Rights Tanzania AfCHPR - Case Management System Somalia Establishing an Electronic Case Management System for the Judiciary in Somalia Kosovo Effective Rule of Law (EROL) Program in Kosovo i. Synergy’s Qualifications and Experience Synergy International Systems, Inc. (hereinafter, “Synergy”) is ISO 9001:2015, ISO/IEC 27001:2013 certified full-service global technology company that specializes in the design, development, implementation, capacity building and technical maintenance of customizable Management Information Systems (MIS) that improve information management, business process automation, Case Management System for The Office of the Corporation Counsel - RFP 4548 12 | Page decision-making, document management, service delivery, accountability, monitoring, and institutional effectiveness. Synergy delivers excellent technological solutions and significant impact to its clients and partners. The company empowers dozens of national governments, international organizations, nonprofits, and private sector representatives to become more data-driven and move to the next level of their performance. Our diligently designed solutions and products catalyze growth and create synergetic impact in the world. Founded in 1997, Synergy is a privately held, 200+ person company headquartered in the Washington, D.C. metro area, with branch offices in Kigali, Rwanda, in the Hague, Netherlands and Global Learning Center in Yerevan, Armenia, as well as on field assignments globally. Synergy employs a mix of hierarchical and flat organizational structures. The company’s founder and CEO Dr. Ashot Hovanesian oversees the company’s various functional departments. The executive team consists of the Chief Operating Officer (Ms. Hasmik Martirosyan), the Chief Technology Officer (Mr. Hayk Martirosyan), the VP of Business Development (Mr. Arshak Hovanesian), the Director of Synergy Netherlands (Mr. Tilen Levin), Practice Area Directors, and Product Directors among others. Case Management System for The Office of the Corporation Counsel - RFP 4548 13 | Page a. Products and Services Throughout 25 years we have implemented more than 300 high-caliber and mission-critical projects at the requests of national governments, international development organizations and nonprofits in 80+ countries around the world. Targeting blended solutions for technological development, digitalization, and impact, we offer software implementation, consulting, training, support, and integration services. We help our partners to solve their high-priority problems by offering various targeted information systems. At any given time, we carry out 20-25 projects. The first steps of public sector toward digitalization began in the late 1990s, with the primary actors being country governments, donor organizations, and development partners, aimed to enhance aid tracking and development management through Synergy's DAD (Development Assistance Database) solution, now adopted in over 35 countries. In the early 2010s, building on its IDM platform success, Synergy implemented its first CMS projects in the Justice sector in Iraq, Tanzania, and eventually Rwanda. The most challenging projects that we had were in the Justice sector, because the case management procedures are unique to each country’s rules and regulations, and the same case management system cannot be replicated in other countries. And it turned out that each new project required development from the beginning, and the technological solutions were not transferable to other projects, which was quite expensive in terms of software development. Thus, by implementing 5-6 Case Management System projects in North America and Pacific, Africa and Eastern Europe, we were able to grasp the similarities and differences of judicial systems in different countries and, eventually, move from projects to a product and shape Synergy eCase©. Based on lessons learned we created a core solution, which is equipped with all necessary components that judiciaries and other justice sector institutions need. And each of those Case Management System for The Office of the Corporation Counsel - RFP 4548 14 | Page components is sufficiently adaptable to fully replicate the rules and processes of any country in the world. In other words, the components are distinct engines within the system that are completely customizable. The components include both case operations (e-filing, document management, sessions and hearings, online payments, decision tracking etc.) and IT operations (automated workflow processing, role-based access, notification management etc.). We specialize in creating and delivering a variety of information management solutions in the following domains: Synergy specifically designed solutions that are sufficiently adaptable to meet the needs of the mentioned public sector domains. Synergy eCase© | Case management system enabling institutions to digitalize the management of cases, automate operations, and serve citizens in an efficient, and transparent manner.  Court Case Management  Investigation Case Management  Prosecution Case Management  Corrections Case Management  Integrated Case Management Synergy PFM | A Public Financial Management system designed to support management of the public investment programming lifecycle and state budget planning.  Electronic Declaration Management  Public Investment Management  State Budgeting Management  Development Assistance Database (DAD) Case Management System for The Office of the Corporation Counsel - RFP 4548 15 | Page Synergy Auxilium | A unified social protection and assistance information system specifically designed to automate and track all phases of social programs on a single platform that are managed by social protection agencies and ministries.  Conditional Cash Transfer  Social Safety Nets  Social Pension Management  National Household Database Synergy Indicata | Monitoring and Evaluation system enabling governments and non-profits to monitor the performance of programs and the achievement of organizational results.  Project & Portfolio Management  Grant Management  Organizational Performance Management  Strategy Execution b. Client Base and Areas of Specialization and Expertise Founded in 1997 by Dr. Ashot Hovanesian, Synergy is a privately held, 200+ person company with 25 years of experience in carrying out the design and development of information technology solutions for a broad range of development concerns. Over these years, we have completed more than 250 software projects in 80+ countries around the world. At any given time, we carry out 2025 projects. In the 1990s, at the confluence of rising technology and rapid international development, we flourished while maintaining our established core focus of serving governments and international organizations. Synergy is a trusted partner, not just a service provider. We focus exclusively on serving the public and nonprofit sectors worldwide. The covered sectors include Justice, Social Protection, Development Effectiveness, Environment, Water and Sanitation, Education, Public Finance, Public Health, Post-Disaster Management, etc. Our geographic footprint extends to Central and Latin Americas, Africa, Europe, Asia-Pacific, the Middle East and the Caribbean. Synergy has an extensive track record of managing publicly- or donor-funded software development projects. Our clients include major development organizations, such as the Case Management System for The Office of the Corporation Counsel - RFP 4548 16 | Page U.S. Agency for International Development (USAID), United Nations Development Program (UNDP), Inter-American Development Bank (IDB), World Bank (WB), European Commission, Millennium Challenge Corporation (MCC), United Nations Children’s Fund (UNICEF), German Development Cooperation (GIZ), European Union (EU), African Development Bank (AfDB) and Asian Development Bank (ADB). Synergy is a member of the International Aid Transparency Initiative’s (IATI) Technical Advisory Group, and an Institutional Member of the Society for International Development (SID). Case Management System for The Office of the Corporation Counsel - RFP 4548 17 | Page c. Name of the jurisdiction in which Synergy is organized Case Management System for The Office of the Corporation Counsel - RFP 4548 18 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 19 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 20 | Page d. Number of Certified Local Equipment Technicians or Technical Personnel For every project, Synergy assembles a cross-functional team of specialists, which can include a project manager/team leader, business/system analysts, support specialists, trainers, developers, database administrators, quality assurance specialists, etc. Synergy offers their clients the opportunity to engage in the process of defining system requirements, system design and development from the very commencement of the contract. With simultaneous information technology consulting engagements around the world, Synergy maintains straightforward and effective chains of responsibility throughout our organizations in order to ensure service delivery of the highest quality. For each project, we assemble a crossfunctional, multi-disciplinary team of specialists who, under the supervision of the project manager and the company’s leadership, undertake the full scope of required services to ensure timely and satisfactory project completion. We follow a proven project management plan in which Project Management personnel are responsible for ensuring that client needs and requests are rapidly and satisfactorily implemented in the software application. The Project Manager together with System Analyst closely collaborates with the client and with various technical teams (application development, design, documentation, quality assurance, training, technical support) to ensure that the software application goes through all the necessary stages of development and deployment according to the highest industry standards. Synergy eJustice Department On top of this, Synergy has a dedicated over 40-person e-Case department which is specialized in design and development of case management information systems development. The integrated solutions based on Synergy eCase are deployed and utilized by various public institutions globally, including ministries, agencies, judicial institutions and government oversight bodies. During the project lifecycle, the project teams are supervised by Synergy’s Vice President, eJustice, Mr. Khachatur Matevosyan, who is an accomplished e-gov expert with 10+ years of experience in IT Project Management, including nearly 8 years as a Case Management System Program Case Management System for The Office of the Corporation Counsel - RFP 4548 21 | Page Manager. He has successfully managed development and implementation of similar electronic records management and integrated case management systems at national level in numerous countries, including the USA, Rwanda, Uganda, Tonga, Guyana, Papua New Guinea, Zimbabwe, and Ukraine. Our topnotch staff has firsthand work experience (i.e., needs assessment missions, IT consultancy, MIS design and development, support, etc.) in different countries worldwide and hold strong intercultural communication skills. The figure shows the organization chart of the proposed project team. The detailed information on Staff and their resumes are described under the section Resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Case Management System for The Office of the Corporation Counsel - RFP 4548 22 | Page e. Solution Market Presence and Release Upgrades In the early 2010s, Synergy implemented its first CMS projects using the IDM platform in the Justice sector in Tanzania, and eventually Rwanda. Major product releases usually occur not so often, with minor releases occurring periodically. All releases go through vulnerability and penetration testing conducted according to a defined and documented internal methodology. By the end of ECMS Development, the Project Team will provide Release Notes for all patches/upgrades for each new release during development cycles. Synergy is very client-centric and always considers client needs. We conduct regular assessments, and if a client requires an upgrade, we incorporate it in the upcoming upgrade/patch to be responsive to the client's needs. Once the release is deployed on test environment of this system (ECMS), and the system has operational data in production environment, then the release will be deployed on production environment through proper migration. The scripts will be prepared accordingly. Aside from the changes that come by default, every change request of the client is reviewed by the technical team, and if the update is not provided by default, a separate cost estimate is created and presented to the client for approval. Every specific enhancement is viewed as a mini project in scope of the larger project which fully goes through the mentioned project cycles. With every large release, Synergy gives release notes where users can find information on updates and their usages. If the client makes changes in the system configuration, we do not include these in the release updates. However, we can offer those changes in the updates for an additional charge. Case Management System for The Office of the Corporation Counsel - RFP 4548 23 | Page II. Past Performance (References) Below please see several project references that demonstrate Synergy’s experience in defining, developing, and deploying solutions similar to the required ECMS solution as described by the business and technical requirements in this RFP and in a project with comparable scope and complexity. i. Narratives of Implemented Projects a. USA | DC Office of Human Rights - Case Management System Client(s): DC Court of Human Rights Duration: 2016 – 2017 The District of Columbia Commission of Human Rights (COHR) was established to eradicate discrimination, increase equal opportunity and protect human rights for persons who live in or visit the District of Columbia. The agency enforces local and federal human rights laws, including the DC Human Rights Act, by providing a legal process to those who believe they have been discriminated against. The District of Columbia Commission of Human Rights awarded a contract to Synergy International Systems, Inc. (hereinafter, referred to as Synergy) to provide an electronic Case Management System (CMS) for the registration and processing of cases related to human rights violations. The main objective of the DC COHR CMS is to support the COHR with online complaint registration and e-filing. The Case Management System is designed using the Synergy eCase platform, with customized case registration forms, and configurable workflows and user access permissions. Through a public user interface, registrants can access their cases to view the status and receive automated updates and notifications directly to their email. The DC COHR CMS is intended to ensure improved access to and transparency of justice information both for the government institutions and the general public. The system facilitates information sharing at key decision points, and improves the efficiency and coordination of COHR activities. It is intended to replace paper-based case records and static spreadsheets and workflows with digital records in order to enable full reproduction of cases and prevent the loss or physical damage of case files. Also, the DC COHR CMS is a unified platform to assist all officials accessing the system with easy, ad-hoc access to the information required for processing cases and implementing day-to-day Case Management System for The Office of the Corporation Counsel - RFP 4548 24 | Page operations. The system is intended to help standardize case record information storage and streamline current processes. The DC COHR CMS incorporates built-in business intelligence and data management tools for visualizing data through compelling charts, dashboards, and ad-hoc reports. The CMS is also equipped with administrator tools that enable system administrators to manage user accounts, perform data management, and monitor system operations. b. Jamaica | Procurement of Jail Management System for the Department of Correctional Services Client(s): Ministry of National Security (Jamaica) Duration: March 2022 – April 2023 (ongoing) Synergy International Systems, Inc., in partnership with PricewaterhouseCoopers Tax and Advisory Services Limited, has been awarded a contract to implement a Jail Management System (JMS) to support the Department of Correctional Services (DCS). This project fits within the Five-Pillar Strategy for Crime Prevention and Citizen Security of the Ministry of National Security of Jamaica. The JMS will support the overall mission of DCS to contribute to a better society by effectively securing and transforming offenders for successful reintegration, thus helping Jamaica to serve as the Caribbean Centre of Excellence in Correctional Management. The JMS will support the management of the DCS, Correctional Centres (seven (7) Adult Institutions), Probation Aftercare Services and Rehabilitation Unit under the direction of the DCS and the Ministry of National Security. The operations of DCS will become more efficient through greater automation of business processes using the Synergy eCase Workflow Designer. This will allow DCS staff to be more productive and focused on higher value activities serving your stakeholders. The envisioned JMS is expected to deliver the following benefits: 1. Seamless integration between Correctional Services, Police Force, Courts and other Government Agencies and Entities under the Ministry of National Security 2. Evolution from paper-based processes to an electronic system 3. Improvements in Data Integrity 4. Processes Improvements 5. Enhanced Reporting and Analytics These benefits are well aligned with Synergy’s established capabilities in providing fully integrated Case Management Systems and working with clients who are transitioning from paper-based systems to automated systems for the first time. Synergy’s advanced administrator tools ensure data integrity and data security through role-based access controls and configurable online forms Case Management System for The Office of the Corporation Counsel - RFP 4548 25 | Page with validation controls. Synergy’s Workflow Manager enables business process configuration and automation, and Synergy’s built-in reporting and analytics are all central aspects of what sets Synergy apart from other vendors. c. Papua New Guinea | Integrated Electronic Case Management System (IECMS) Client(s): National Judicial Staff Service (NJSS) of Papua New Guinea Duration: 2018 – ongoing The National Judicial Service of Papua New Guinea (NJS) is the judicial arm of the Government of PNG that aims to provide equal access to independent, fair and just judicial services for all people in the country. The agency intends to improve its performance in relation to the operation of the court, increasing the productivity of the court staff and performance of court functions by establishing an Integrated Electronic Case Management System (IECMS) for the Civil and Criminal Jurisdictions of the National Court, Court of Appeal and the Supreme Court. Synergy International Systems has been awarded the contract to develop this system through an international competitive bidding. During the Needs Assessment, Synergy conducted a business process analysis of the existing case workflow within the NJS. Based on this analysis, Synergy proposed some improvements and optimizations to facilitate the design and rollout of the IECMS. Upon approval of the system analysis and system design, Synergy began work on the application development and configuration. The IECMS is based on the Synergy eCase platform and consists of the following modules/services that are integrated and logically work as one seamlessly integrated system: • Case Management System – covering all the phases of the case lifecycle. o Case initiation o Event information o Schedule creation o User alerts and prompts o Schedule and case management o Document generation o Hearing management Case Management System for The Office of the Corporation Counsel - RFP 4548 26 | Page o Disposition and judgment execution o File archiving • E-filing system • E-Court finance • Public Portal • Wills Probate and Administration • E-judgement • Roll of Lawyers The IECMS for the National Judicial Service (NJS) of Papua New Guinea has been rolled out in April 2019. The main objective is to significantly modernize court operations, integrating court operations and data management into a single and coordinated system with a user-friendly interface. The IECMS will computerize and standardize the paper-based case records of the National Court, Court of Appeal and the Supreme Court and enable the full reproduction of cases, thereby improving the quality of court case information. The IECMS supports the proactive management of cases by court managers by providing them with alerts, milestones, status updates and case reporting. The IECMS will contribute to improvements in the performance of court functions by providing accurate and timely data to court users. The IECMS is currently in the pilot stage and will be deployed to the following entities in the coming months: • Supreme Court • Court of Appeal • National Court • Admiralty Court • Roll of Lawyers d. Guyana | Management Information System for the Justice Sector of Guyana Client(s): Government of Guyana-Ministry of Legal Affairs Duration: October 2020 – September 2022 Synergy International Systems is privileged to work together with PricewaterhouseCoopers, in order to implement Management Information System for the justice sector in Guyana. Most Caribbean Community (CARICOM) member states, including Guyana, suffer from outdated legal frameworks, which result in weak justice systems that are rooted in inefficient business processes, inefficient technology, and inflexible decision-making models. High levels of crime and Case Management System for The Office of the Corporation Counsel - RFP 4548 27 | Page violence, as well as low trust in the criminal justice system, create considerable impediments to sustainable development. Giving high priority to this, The Government of Guyana (GoG), through the Ministry of Legal Affairs, and the Inter-American Development Bank (IDB) signed a Loan Agreement for an intervention in the Justice Sector of Guyana with key objectives being to reduce the use of pretrial detention and increasing the use of alternative sentencing. A fundamental requirement to achieve the stated loan program objectives, as well as Guyana’s broader development agenda, is the availability and use of data to support evidence-based decision-making. Data to establish a common understanding about the extent of the case backlog and pre-trial detentions, the correlation and causation of crime, and the impact of interventions on targeted issue areas (e.g. night court on case backlog) and targeted groups (e.g. women, youth, ethnic minorities, financial strata). The lack of data feeds the ‘unknown’ that limits strategic thinking across the justice system, stymies coordination among the key stakeholders, and contributes to perceptions of bias, discrimination, and mistrust. Data is therefore fundamental to creating enabling environment to promote trust and confidence in a country’s ability to enforce property rights, check abuses of government power, and otherwise uphold the rule of law. In October 2020, Synergy International Systems and PricewaterhouseCoopers Advisory Services Limited were contracted by the Ministry of Legal Affairs to implement Management Information System for the justice sector in Guyana. With common efforts, Synergy and PwC will design an Integrated Management Information System, which will improve and streamline the current business processes and will enable key justice institutions to input and access to live data, share information, and generate reports. This will allow for easier disposition of cases and decision-making by Officers in the Justice Sector. The envisioned MIS will be used by the Juvenile Justice Unit, Child Protection Agency, Probation Services Department of the Ministry of Social Protection, The office of the DPP and Police Prosecutors, Restorative Justice Office of Guyana and The Ministry of Legal Affairs to modernize the Correctional System and to reduce the average number of days from indictment to conclusion from 220 days to 90 days and even lower. With this consultancy, Synergy will further enhance the roadmap for the use of ICTs to empower strategic evidence-based decision-making and contribute to organizational efficiency through Automated business processes. Synergy-PwC team is currently working to design and implement a solution that corresponds to the specific circumstances of the project by leveraging a unique, highly user-configurable and Case Management System for The Office of the Corporation Counsel - RFP 4548 28 | Page easily customizable Synergy Case Management System (CMS) that is specifically designed for the Justice sector institutions. e. Tonga | Purchasing of Software Products: Installation, Configuration and Providing OnGoing Support for Court Management System Client(s): Ministry of Justice of Tonga Duration: Sep 2021 – Aug 2025 Tongan Courts have been using a locally built Case Tracking system which has been in operation for over 10 years. The Government of Tonga endeavors to improve judicial services and enable easy communication and better service delivery for citizens. While the Case Tracking system has proven to be a management and administration tool for the Tongan Courts, evolving internal processes and the availability of new technologies has necessitated a new Court Management Information System (CMS) initiative. The recent reviews carried out by KMPG, and Coffey/TJSSP Advisor further identified the deficiencies of the current system and lack of essential functionality (such as document management, fine management, orders, reporting etc.) that is vital for the effective operation of the Courts. Taking this into consideration, Tongan courts and the Ministry of Justice of Tonga decided to procure an all-encompassing platform that will reflect the current business processes of the Judiciary and assist all parties to have easy and ad-hoc access to the information required to process cases and implement day-to-day operations. In September 2021, Synergy has been contracted by Ministry of Justice of Tonga for the installation, configuration and provision of on-going support for Court Management System. Accordingly, Synergy’s CMS solution will streamline the business processes of the Tongan courts, eliminate data duplication, and have a single record for each person, optimize and improve judicial expedience by enabling litigants, lawyers etc. to electronically file cases, submit all case related information and track cases throughout the entire lifecycle, become a system for effectively managing the entire case lifecycle, resulting in significant time and cost savings and minimizing human intervention in case processing, enable users to collect and manage consolidated information on case specific data, ensure effective case processing, including fee payments and overall court performance, and improve the transparency and accountability of judicial institutions. The envisioned system will provide each court and court level with a configured interface to perform its specific function, restricting access based on user roles, permissions, and jurisdiction levels. Case Management System for The Office of the Corporation Counsel - RFP 4548 29 | Page f. Moldova | Development and Implementation of the Forensic Case Management System (FCMS) Client(s): UNDP Moldova Duration: March 2021 – ongoing Synergy has been awarded a contract to develop Forensic Case Management System (FCMS) within the UNDP “Strengthening Efficiency and Access to Justice in Moldova” Project (A2J Project). By implementing A2J project, UNDP is supporting the country’s institutional development. In particular, the project is designed to support achieving a higher efficiency of services in the justice sector and to increase access to justice for everyone. It particularly encourages to secure equal opportunities for men and women, as well as marginalized groups in the field of judiciary system. The FCMS will serve as a centralized database for the Ministry of Justice of the Republic of Moldova, United Nations Development Programme (UNDP) in the Republic of Moldova, National Centre for Judicial Expertise (NCJE), Forensic and Judicial Expertise Centre under the General Police Inspectorate, Centre of Legal Medicine, Electronic Governance Agency (eGA), and Information Technology and Cyber Security Service (ITCSS, ro: STISC), ensuring that appropriate access rights are given to the users of each institution and department. The main purpose of the Forensic Case Management System (FCMS) is to: I. Improve processes management and keeping of records of data, information and documents related to the field of judicial expertise II. Ensure the custody of evidence – the objects that are subject to judicial expertise. III. Improve access to justice for the vulnerable groups at the subnational level. This modern integrated management tool will bring together in a single information space all the data and processes in which the staff of the national forensic institutions is involved, as well as the employees of other public authorities/institutions within the justice chain of the Republic of Moldova, which according to national legislation have the role of demanders of judicial expertise. In the scope of this assignment, Synergy will provide an “A-Z” technological solution for FCMS development building on the Synergy eCase off-the-shelf platform. The project team will cooperate with the UNDP, Ministry of Justice, and Forensic institutions focal teams throughout the project implementation. Synergy envisions executing the project and delivering the FCMS within 42 weeks after the official contract signing date. At this moment, all the prior project preparatory works are implemented, and project team has officially kicked-off the project inception phase. Case Management System for The Office of the Corporation Counsel - RFP 4548 30 | Page g. Ukraine | eCase Management system for National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s Office (SAPO) Client: National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s Office (SAPO) Duration: 2019-ongoing Support of anti-corruption efforts in Ukraine is a matter of high priority for Denmark and the rest of the EU, contributing to the enhancement of democracy, as well as future economic growth and trade between Ukraine, Denmark, and the rest of the EU Member States. The EU Anti-Corruption Initiative (EUACI) is the largest EU-supported programme in the area of anti-corruption in Ukraine so far. The overall objective of the EUACI is to improve the implementation of the anti-corruption policy in Ukraine, thus, contributing ultimately to a reduction in corruption. EUACI is a leading driver for this project and is aimed at: 1. Strengthening the capacity of the newly created anti-corruption institutions 2. Enhancing external oversight over the reform process by the Verkhovna Rada 3. Enhancing the capacity of the local government, civil society, and media to contribute to the fight against corruption One of the key bodies created in Ukraine for law enforcement is the National Anti-Corruption Bureau of Ukraine (NABU). The NABU was established in October 2014 created with the purpose of cleansing the government of corruption in order to enable the formation and development of a successful society and efficient state. To strengthen the coordination and exchange of information between the anti-corruption institutions of Ukraine in terms of repression of corruption, the Danish Ministry of Foreign Affairs, the Danish Embassy in Kyiv (MFA), and the EU Anti-Corruption Initiative (EUACI) have procured an integrated eCase Management System (eCase MS). In September 2019, Synergy has been awarded the contract through international competitive bidding for the design and the development of the integrated eCase Management System to serve for the National Anti-corruption Bureau of Ukraine (NABU), Specialised Anti-corruption Prosecutor’s Office (SAPO) and High Anti-Corruption Court (HACC). It is called to provide extensive functionality for automation of the pre-trial investigation workflow. The stakeholders are the investigators at the NABU, the prosecutors at the SAPO, the High Anti-Corruption Court (HACC), lawyers, and other persons involved in pre-trial cases. The eCase MS exchanges case documents with two courts for investigative judges and in High Anti-Corruption Court. The implementation at these sites will contribute to enhancing pre-trial investigation performance and increasing the number of anti-corruption cases under investigation by elimination of the existing paper workflow and transition to electronic form. The integrated Case Management System for The Office of the Corporation Counsel - RFP 4548 31 | Page system enables efficient electronic interaction of detectives, prosecutors, and judges involved in the pre-trial investigation, speeds up decision making, decreases routine travel time, saves costs, and increases time to be devoted to investigations rather than routine administration. The eCase MS covers the following main functionalities: 1. Deliver communications between the detectives, prosecutors and the court in an electronic form; 2. Allow replacing where it is applicable all paper-based documents in the case with electronically signed documents; 3. Create/register new or merge/split/transfer existing criminal cases; 4. Assign detectives and prosecutors to the criminal cases, set up investigation and prosecution groups; 5. Document procedural actions, as well as create, review and approve respective procedural documents (protocols, complaints, etc.); 6. Upload, download and view all the annexes to the procedural documents including scancopies, photos, audio- and video records; 7. Enter and modify/update information on the participants of the criminal cases; 8. Plan execution of procedural actions and track status of their delivery, assign and track deadlines to the actions; 9. Perform automated data exchange with external state registers and databases; 10. Segregate and control user access to the system to ensure rights to data according to roles, users, profiles and standards to access and restrictions to information security in terms of pre-trial investigations. Anti-corruption authorities are going to launch a pilot on eCase in May-June 2020. It is the first to be protested by the National Anti-Corruption Bureau, the Specialized Anti-Corruption Prosecutor's Office and the High Anti-Corruption Court as reported by the press service of the Prosecutor General's Office reports. eCase MS has already been introduced to members of the Law Enforcement Committee and representatives of the Office of the President. According to Deputy Prosecutor General, the project, which began back in 2014 with the support of the EUACI, is "an important element in the development and reform of prosecutors and the criminal justice sector." The department emphasizes that full automation of "paper" actions gives benefits for all participants of criminal proceedings. The prosecutor's office will be able to control the progress of the investigation and to carry out procedural guidance online. The team will promptly receive and be able to analyze the data, as the system updates all the information at every stage, plans time management and a task calendar. Witnesses, suspects and their representatives will also receive the necessary documents in electronic format. Judges will also have access to the system, even in court, to further examine the evidence and key positions Case Management System for The Office of the Corporation Counsel - RFP 4548 32 | Page in the proceedings. Attorney General's Office has already drafted changes to legislation that could be one of the steps to digitize the country as a whole, and the criminal process in particular. h. Armenia | Design and Development of the Integrated Office Management (IOM) System for the Office of the Representative of the Republic of Armenia Before the European Court of Human Rights Client(s): European Court of Human Rights Duration: April 2022 – October 2023 The Committee of Ministers adopted The Council of Europe Action Plan for Armenia 2019-2022 in 2019. In frames of the undertaken action plan, the Council of Europe is implementing a Project Support for the execution by Armenia of judgments in respect of Article 6 of the European Convention on Human Rights. The provision of accessible, full and effective justice, as understood by Article 6 of the European Convention on Human Rights, will bring a better enjoyment of human rights to the Armenian public. The key objective of the Project is providing support to Armenia to execute the European Court of Human Rights (ECHR) judgments in which violations of Article 6 of the Convention are established. It is envisioned to create statistical databases to collect, process and analyze data on the execution of national judgments and provide more reliable data on the execution of ECHR judgments. The scope of the assignment includes design and development of IOM system with embedded Case management and Document management systems to facilitate, optimize and digitize the case management and document processing within the Office of the Representative of the Republic of Armenia Before the European Court of Human Rights. The operations and business processes of the below-mentioned four departments will be automated within the CMS: 1. Department for the representation of the interests of RA before the European Court of Human Rights 2. Department for the execution of the ECHR judgments 3. Department for the representation of the Republic of Armenia before arbitration tribunals and other institutions 4. Department for research and development Case management system (CMS) will include have three dedicated sections for the departments of Office with various user roles and user-specific permissions and access. The user interface of the CMS will be equipped with case-related information collection, storage, and processing tools. The system will also allow to include sophisticated data search, analysis, and reporting capabilities. Case Management System for The Office of the Corporation Counsel - RFP 4548 33 | Page The document management system will enable the users to create, store and manage documents based on predetermined document templates. It will be possible to create document templates from scratch from the CMS. The CMS will auto-populate case-related data to produce the document. i. Zimbabwe | Integrated Electronic Case Management System (IECMS) Client(s): Ministry of Justice of Rwanda Duration: 2020 – ongoing The Judicial Service Commission (JSC) of the Republic of Zimbabwe is encountering challenges in ensuring timely and effective service delivery due to the lack of systems and limited institutional capacity. The absence of an all-encompassing platform that reflects the current business processes of the judiciary creates a considerable impediment to the effective handling and resolution of cases in a timely manner. Subsequently, JSC strives to improve the judicial services and enable easy communication and better service delivery for the people of Zimbabwe. In December 2020, Synergy International Systems was awarded by The Judicial Service Commission (JSC) of the Republic of Zimbabwe to implement Integrated Electronic Case Management System (IECMS) for the Judicial Service Commission of Zimbabwe. The overall objective of the assignment is to implement a software solution that integrates Constitutional Court, Supreme Court, Commercial Court, High Court, Labor Court, Administrative Court, Magistrates Court, and Sheriff of the High Court under one IT solution and automate and track all aspects of a case life cycle from initial filing through disposition and appeal. The envisioned IECMS solution provides each court and court level with a configured interface to perform its specific function, restricting access based on user roles, permissions, and jurisdiction levels. As part of the project, IECMS streamlines the business processes of all the courts of JSC, optimize and improve judicial expedience by enabling litigants, lawyers etc. to electronically file cases, submit all case related information and track cases throughout the entire lifecycle, assist all parties to have easy and ad-hoc access to the information required to process cases and implement dayto-day operations. The statistical data of all courts is automated thanks to the Reporting and Analytics Module of the system, which is one of the major accomplishments and process changes brought about by the adoption of the IECMS. In the past, it was very difficult to gather data and put together monthly reports to give management detailed statistics. The system enables the automatic collection of all necessary data and the generation of reports for each court, each court level, and even the entire judiciary. Case Management System for The Office of the Corporation Counsel - RFP 4548 34 | Page Aside from that, and among the numerous features of the system, the virtual hearing capability has had an immediate impact on the operation of the courts. The functionality ensured that urgent hearings such as remand and bail hearings could be conducted through a virtual connection between the court and prisons. In addition to facilitating urgent court services to prisons, virtual court hearings were aimed at reducing costs associated with transporting prisoners to and from courts. This also reduced transport costs for other litigants who did not have to physically go to court since hearings could be conducted in the comfort of their offices or home. To summarize, IECMS enables the full reproduction of cases along with the processing of information in the event of loss or physical damage of the file, manages case specific data, thereby enabling the monitoring of case activities, and supporting decision-making through the use of real-time data and analytics, and finally strengthens the accessibility and integrity of the Zimbabwean justice system by enabling relevant parties to interface electronically with judicial bodies and services. Case General Information Dashboard Case Management System for The Office of the Corporation Counsel - RFP 4548 35 | Page j. Rwanda | Justice Sector Integrated Electronic Case Management System (IECMS) Client(s): Ministry of Justice of Rwanda Duration: 2014 – ongoing Synergy International Systems, Inc. was contracted by the Ministry of Justice of Rwanda to lead the formulation and development of the Integrated Electronic Case Management System (IECMS). The system covers all existing investigation, judicial and administrative organizations of the Justice Sector, including the Rwanda Investigation Bureau (RIB)/Rwanda Police Force, National Public Prosecution Authority (NPPA), Judiciary, Rwanda Bar Association (RBA), MINIJUST, and Rwanda Correctional Services (RCS), including Judgment Execution and Online Auctioning process. Rwanda Integrated Electronic Case Management System (IECMS) serves as a single point of entry for all Justice Sector institutions and accommodates the entire case life cycle from filing to execution. The system standardizes case record storage and streamlines processes; manages consolidated information on the case data and ensures effective case processing thereby facilitating the decision-making process. Data moves seamlessly from one justice sector institution to another improving communication, eliminating duplication, and reducing the likelihood of processing errors. Rwanda IECMS currently captures over 40,000 users and covers a number of courts, prosecution offices, investigation offices, and prisons in total above 400 offices sector wide. Savings from the implementation of IECMS have been substantial as a result of reductions in the use of paper, transport costs, time spent in court, time spent by court clerks in registering cases, and the need for storage space. The system also reduces costs by supporting the archiving of documents and streamlining business processes and public services. With IECMS, information is as and passed on digitally, data exchange is not fragmented, and case histories are complete and ready on demand. Case management is automated, correspondence is exchanged electronically, and fee payments are dealt with through dedicated websites and forms that simplify and streamline court proceedings. The IECMS has been enhanced with a judgment execution portal, which tracks the execution of decisions done in civil cases. The IECMS judgment execution module has auction scheduling and processing functionalities whereby users can track the full process of auctioning off any type of asset. On 4th March 2016, IECMS won a continental public management award organized by the African Association of Public Administration Management (AAPAM). In July 2017 it was awarded a Top Ten Court Technology award by the National Association for Court Management in the United States. Case Management System for The Office of the Corporation Counsel - RFP 4548 36 | Page Key Benefits • Faster case processing which is leading to sector performance. o New case start hearing time reduced from 7 months in 2011-2012 to 3.4 months in 2016-2017 o Case backlogs in courts have reduced from 42% in 2012-2013 to 23% in 2016-2017 o People coming in for in-person for case filing has been reduced from 23% in 2013 to less than 2% in 2017. o Electronic case filing increased from 24% to nearly 100% between 2013 and 2017. • Improved institution and staff performance management • Reductions in human errors through various controls and validations • Easy and effective communication between citizens and government • Automatic digital archiving of sector dossiers. General Information Form k. Uganda | Electronic Court Case Management Information System Client(s): Judiciary of Uganda Duration: 2019 – ongoing In September 2019, Synergy, in partnership with a Ugandan IT firm Sybil Limited, signed a contract for the implementation of the Design, Development, and Maintenance of Uganda ECCMIS. Over the course of the project, Synergy will be providing the technology to modernize Uganda’s court case management. The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The system is planned to automate and track all aspects of a Case Management System for The Office of the Corporation Counsel - RFP 4548 37 | Page case life cycle from initial filing through disposition and appeal as to each individual party for any case type. It will provide each court and court level with a configured interface to perform its specific function restricting access based on user roles, permissions, and jurisdiction levels. A project kickoff workshop instigating the implementation of the Uganda Electronic Court Case Management Information System (Uganda ECCMIS) took place in October 2019, at Synergy’s Global Learning and Development Center in Yerevan, Armenia. The week-long workshop set the expectations and the roadmap for the successful implementation of Uganda ECCMIS. The Needs Assessment and System Design period followed, and the System Requirements Study and System Design Document have been approved and development is underway. The ECCMIS solution is going to provide the Judiciary of Uganda with a computerized case management system (CMS) that will reduce delays and transaction costs associated with processing cases in the judiciary and expand access to justice services for citizens and legal practitioners. The envisioned ECCMIS will serve as a sector-wide platform to assist all officials accessing the system with easy access to the information required to process cases and implement day-to-day operations. The ECCMIS will also help to standardize case record information storage and streamline current processes, thus facilitating a more effective follow-up at different levels. The assignment goals include design, development, deployment, and maintenance of: • A fully featured system that automates and tracks all aspects of a case lifecycle, from initial filing through disposition and appeal as to each individual party for any case type. • A system that is founded on the existing business rules and processes at the Judiciary of Uganda and requires minimal human intervention. • A system that facilitates the efficient and reliable collection, organization, distribution, and retrieval of significant amounts of case-specific data, as well as the processing of payment for relevant court fees and fines by citizens. • A system that enables report generation for decision-making. • A system that establishes a more efficient and effective process of resolving cases in courts. Project Kickoff Workshop at Synergy’s Global Learning and Development Center Case Management System for The Office of the Corporation Counsel - RFP 4548 38 | Page Uganda ECCMIS will enable the country’s judicial sector to radically improve its court procedures, rendering them transparent and more efficient. Besides automating the country’s court case management and making processes transparent, paperless, and more efficient, it is anticipated that Uganda's ECCMIS will have long-term implications on the overall advancement of the country’s economy. l. Tanzania | AfCHPR Tanzania - Case Management System Client(s): African Court on Human and Peoples’ Rights (AfCHPR); UNDP Ethiopia Duration: 2013 – 2017 Established in 1998, the African Court on Human and Peoples’ Rights (AfCHPR) in Arusha, Tanzania has jurisdiction over all cases and disputes submitted to it regarding the African Charter on Human and Peoples’ Rights, as ratified by 26 African states. Having adopted its Final Rules in 2010, the result of harmonization between the AfCHPR and the African Commission on Human and Peoples’ Rights, the AfCHPR engaged UNDP for support in institutional strengthening. Specifically, the AfCHPR hoped to achieve more effective and efficient delivery of services around its mandate of ensuring the protection of human and peoples’ rights in Africa. With the goal of building its case management capacity, AfCHPR coordinated the design, development, and installation of a comprehensive and secure Case Management Information and Documentation System (CMIDS). To achieve the mandate of the AfCHPR, especially as caseloads are expected to increase over the long term, court staff must have the resources necessary to receive and process cases and disputes concerning the Charter. Paper-based systems limited the volume and accuracy of case processing. They also created difficulties in distributing case information, posing a significant risk of permanent information loss in case physical files are damaged. In 2012, AfCHPR contracted Synergy International Systems to design, develop, and implement the required Case Management Information and Documentation System. The system covers the following key functionality: • Case capturing that includes Case Details, Case Documents, Exhibit Items, Case Notes, Physical Record Movement, Audit Trial • Document Translation which is designed to allow submitting document translation requests remotely via Internet • Workflow designer • Data visualization and analytics • Administration Centre that allows full customization of the system and user settings The CMIDS for the African Court on Human and People’s Rights significantly modernized court operations and made public court information more accessible and transparent to all Member States, AUC and other interested parties. The CMIDS primarily aimed to computerize paper-based Case Management System for The Office of the Corporation Counsel - RFP 4548 39 | Page case records in order to enable the full reproduction of cases. The CMIDS also helped standardize case record information keeping, streamlining current processes, which facilitated more effective follow-up at different levels: • Judiciary Services – the system analytics measure and monitor the effectiveness of the court in terms of the timeframe between case filing and final judgment. • Judges and other Judicial Staff – the system empowers managers to monitor and evaluate the performance of Judges and other Judicial Staff in order to ensure that they function at optimal capacity (there is currently no other way for evaluating the performance of the judicial officers, only case and case processing statistics). • Cases – the system monitors the progress of each case separately and ensures compliance to laws and regulations. • Work Tasks – the system enables users to follow up on the progress of assigned work tasks (and also monitor the commitment and productivity of responsible individual staff members). In 2018, AfCHPR contracted Synergy to upgrade the existing system with a new version of Synergy eCase technology and provide more advanced features of the software such as QR code assignment and tracking, and MS Office integration. The upgrade encompassed improvements such as an updated user interface, updated reporting module, interactive workflow designer, and an e-filing module. The upgraded system also supports multi-lingual interfaces supporting English, French, Portuguese and Arabic. m. Lesotho | Case Management and Tracking System Client(s): Millennium Challenge Account – Lesotho Duration: 2012 – 2014 Prior to the IECMS, Judicial processes in Lesotho were paper-based, labor-intensive and time-consuming. Lesotho’s courts lacked the hardware, software, and internal capacity to properly track and efficiently process cases. This weakened the ability of businesses and individuals to resolve commercial disputes and enforce contracts, reducing Lesotho’s attractiveness to potential investors. In response, the Government of Lesotho and MCC designed the Civil Legal Reform Project with the goal of halving the time required to resolve commercial disputes. The project set up a new commercial court, developed alternative dispute resolution procedures, and established the IECMS. In July of 2012, Synergy was awarded a contract with the Millennium Challenge Account – Lesotho (MCA-Lesotho) for the supply and installation of a Case Management and Tracking System for the Case Management System for The Office of the Corporation Counsel - RFP 4548 40 | Page Kingdom of Lesotho to improve the ability of administrative staff to manage, track, and report on court cases, accelerating the disposal of cases. The project, jointly funded by the Government of Lesotho and the Millennium Challenge Corporation, was designed to promote private sector development by improving the ability of administrative staff to manage, track, and report on court cases, thereby reducing the amount of time it takes to dispose of cases. The Lesotho Case Management System (Lesotho CMS) is an automated information management system that is designed to improve efficiency and coordination of court activities in the Kingdom of Lesotho. It provides court administrative staff with the ability to manage and track case workflows within the courts. The application replaces the paper-based workflows and static spreadsheets currently in use in Lesotho with a fully integrated case tracking and reporting tool. Lesotho CMS integrates web-based tools for online data collection, searching, reporting, and workflow management. The main objective of Lesotho CMS is to serve as a reliable and credible source of information and to support reform in the judiciary field by effectively improving the judicial management processes of the Lesotho High, Magistrates and Commercial courts. It is also a powerful tool for preventing permanent loss of information, reducing the risk of human error, and digitizing case records. The system was designed to serve as the main database and data collection and reporting system promoting accountability and increased public trust and confidence. Lesotho CMS maintains both criminal and civil case types as well as the entire scope of case management from case initiation to disposition. Lesotho CMS schedules court hearings, assigns judges, and maintains all the data provided by each court proceeding. All the hardcopy documents involved in complicated, lengthy cases may be scanned and retained for later viewing or reference. Lesotho CMS consists of the following applications, each dedicated to handle cases of that court: • High Court • Magistrates Court • Commercial Court n. Kosovo | Effective Rule of Law (EROL) Program Client(s): Kosovo Judicial Council; USAID Kosovo; Checchi and Company Consulting Duration: 2011 – 2015 In partnership with USAID/Kosovo and Checchi and Company, Synergy was contracted in Kosovo for information technology consulting services to strengthen the independence, accountability, and effectiveness of Kosovo's justice system. In February of 2012, Synergy conducted an on-the-ground consultancy mission in Pristina, Kosovo to assist various Kosovar judicial entities in developing strategic plans for their web presence. As Case Management System for The Office of the Corporation Counsel - RFP 4548 41 | Page part of the mission, Synergy personnel facilitated workshops for senior judicial officials and information technology officers, considering: process, strategic planning, definition of goals and objectives on design, functionality and content; maintenance resource requirements; special needs and priorities for the transition to a new court structure; integration and interoperability with other web capabilities; and confidentiality and privacy in website development and design. Following the workshop, Synergy drafted an outline for a mid-term web strategy with tangible action steps and a set of web portal requirements. Building on work conducted in February, Synergy consultants returned to Kosovo in July and October of 2012 to prepare judicial case management system development requirements and terms of reference. Our analysts conducted interviews with professional and support staff and prepared detailed reports setting forth development requirements and specifications. The result was the release of comprehensive, detailed development requirements and specifications documentation for the installation of database and case management systems for the Department of International Legal Cooperation and the State Advocacy Office. The Government of Kosovo used Synergy’s Terms of Reference to procure the services of a national software development firm for these electronic solutions. Case Management System for The Office of the Corporation Counsel - RFP 4548 42 | Page ii. Client References a. Zimbabwe | Integrated Electronic Case Management System | Certificate of Satisfactory Performance Purchaser’s Name: Judicial Service Commission Address: Telephone/fax number: E-mail: 2nd Floor, Causeway Building, Harare +263 712 806 433 obeymanyenga@gmail.com, Mr. Obey Manyenga, Project Manager of the Procuring Entity. Description and Dates of the Products and Services Provided Please refer to the section Narratives of Implemented Projects. Case Management System for The Office of the Corporation Counsel - RFP 4548 43 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 44 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 45 | Page b. Rwanda | Integrated Electronic Case Management System | Certificate of Completion Purchaser’s Name: Ministry of Justice of Rwanda/UNDP Rwanda Address: Telephone/fax number: E-mail: KN 5 Rd, P.O. Box 160, Kigali, Rwanda 0738689376 Theophile.mbonera@minijust.gov.rw, Mr. Theophile Mbonera, Permanent Secretary/Solicitor General Description and Dates of the Products and Services Provided Please refer to the section Narratives of Implemented Projects. Case Management System for The Office of the Corporation Counsel - RFP 4548 46 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 47 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 48 | Page c. Papua New Guinea | Integrated Electronic Case Management System | Approval of Development Completion Purchaser’s Name: National Judicial Staff Service of Papua New Guinea Address: Telephone/fax number: E-mail: P O Box 7018, BOROKO. National Capital District, + 675 – 3112710 iaugerea@pngjudiciary.gov.png Description and Dates of the Products and Services Provided Please refer to the section Narratives of Implemented Projects. Case Management System for The Office of the Corporation Counsel - RFP 4548 49 | Page d. Uganda | Electronic Court Case Management Information System | Commissioning Certificate, Operational Acceptance Certificate Purchaser’s Name: Judiciary of Uganda Address: Telephone/fax number: E-mail: Plot 1, The Square, P. O Box 7085, Kampala, Uganda Joseph Ssinabulya, +256 774 380929 jssinabulya@judiciary.go.ug Description and Dates of the Products and Services Provided Please refer to the section Narratives of Implemented Projects. Case Management System for The Office of the Corporation Counsel - RFP 4548 50 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 51 | Page e. Guyana | Management Information System | Certificate of Completion Purchaser’s Name: Ministry of Legal Affairs of Guyana Address: Telephone/fax number: E-mail: 95, Carmichael St, Georgetown, Guyana, Ms. Indira Anandjit, + 592 - 226 4946 indiraa@scjs.gy Description and Dates of the Products and Services Provided Please refer to the section Narratives of Implemented Projects. Case Management System for The Office of the Corporation Counsel - RFP 4548 52 | Page f. Ukraine | eCase Management system for National Anticorruption Bureau of Ukraine (NABU) and Specialised Anticorruption Prosecutor’s Office (SAPO) | Certificate of Completion Purchaser’s Name: Danish Ministry of Foreign Affairs Address: Telephone/fax number: E-mail: Asiatisk Plads 2 1448 København k, Denmark mikerb@um.dk, Mikael Erbs-Jørgense +45 3392 0031 Description and Dates of the Products and Services Provided Please refer to the section Narratives of Implemented Projects. Case Management System for The Office of the Corporation Counsel - RFP 4548 53 | Page g. Tanzania | Case Management System for the African Court on Human and Peoples’ Rights (AfCHPR) Case Management System for The Office of the Corporation Counsel - RFP 4548 54 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 55 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 56 | Page E. Technical Specifications and Functional Requirements I. Technical Specifications Overview i. Solution Overview Synergy proposes to design and implement the envisioned Electronic Case Management System based on Synergy’s proprietary software solution – Synergy eCase. The proposed solution is based on IDM (latest version IDM 8), which has served us for more than 25 years with its enhanced features and functions, such as workflow process management, collaborations, ability to query various types of data sources, etc. To be cost effective, thus assuring the desired high level of system security, availability, and performance, we recommend open-source technologies for DB (PostgreSQL RDBMS) and OS (Debian, Linux). Synergy eCase is a web-based system, thus accessible via a Web browser without any need for local installation on a user’s PC. Synergy eCase based ECMS will be developed according to a Microservices architecture, which being an industry-proved software architecture model, is suitable to support enterprise-level client/server applications by resolving issues like agility, scalability, security, fault tolerance, etc. The solution will consist of multiple components that will be deployed as multiple services. However, the application components will not function independently, but will interact and communicate with one another through defined interfaces. ii. Overview of Synergy IDM Technology Platform All Synergy products share the same underlying technology platform - Synergy Intelligent Data Manager (IDM), which is a complete platform for rapidly building web-based business applications. The proposed solution – Synergy eCase, is also based on IDM (latest version IDM 8), which serves us for more than 20 years with its enhanced features and functions, such as workflow process management, collaborations, ability to query various types of data sources, etc. Case Management System for The Office of the Corporation Counsel - RFP 4548 57 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 58 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 59 | Page iii. Software Architecture Synergy eCase© employs microservices architecture and as an industry-proven software architecture model, it is appropriate for supporting enterprise-level client/server applications by addressing challenges such as agility, scalability, security, and fault tolerance, among others. Synergy eCase© employs a metadata-driven architecture in which an application's features and functionality are stored in a metadata repository, referred to as the knowledgebase, rather than being hard-coded in a programming language, and this is the primary reason why Synergy eCase© outperforms any other alternative technologies and architectures considered. Thus, Synergy eCase© is not a simple system with limited functionality, but rather a robust solution with enhanced technologically advanced capabilities such as OCR, e-Signature, Document Management, etc. The solution will consist of multiple components that will be deployed as multiple services. However, the application components will not function independently, but will interact and communicate with one another through defined interfaces. Within each service n-tier architecture is used. The services are developed and deployed independently of one another. Moreover, Synergy eCase© is a containerized solution, which can be deployed in various operating systems that support Docker engine. This way, Synergy eCase© is fully portable. Being an application designed by Microservices architecture, the solution will have the following advantages over applications adhering to other types of technical architectures (e.g., monolithic, etc.) which also fully covers the benefits laid out in the RFP. Secure | Microservices architecture will provide better and finer security control as it is possible to enforce different level of security to different services if security requirement differs from service to service. Easy to manage |Microservices architecture will enable to manage each service separately, without affecting the other tiers. Since each service will have its own presentation layer, service layer, business logic layer, and persistence layer, it will allow to easily manage the system. Case Management System for The Office of the Corporation Counsel - RFP 4548 60 | Page Scalable | Microservices Architecture is highly scalable both vertically and horizontally due to its capability of multiple service deployment and service decoupling. Flexible | Implementing Microservices architecture for the solution provides a more effective solution for the system, its users and other parties involved as business processes and data sources tend to change over time. It will be possible to change or upgrade one service without affecting other services. This means that pension department can add more components without having to rewrite the entire application or redesigning the whole software, thus making it easier to scale or maintain. Therefore the ECMS will have the technical capability to handle increased usage and any future enhancements and additions of District Courts’ Business Processes. More efficient development | It will be friendly and efficient for development as it will be easy to co-work on the different services. It will also allow to modify in support of changing business rules and there is less risk modifying the code that implements any given business rule. Easy to add new features | Microservices architecture will allow to add new feature/module without affecting other services. Easy to reuse | It will offer the highest potential for service reuse and sharing. Moreover, application partitioning will be used for the application to flexibly distribute application logic for optimal performance. The partitioning of the application components will be used to achieve the following major benefits: • It reduces the turnaround time for the data result. • It decreases the amount of network traffic necessary to transfer the data to the client. • It supports multiple, diverse hardware/software configurations. ADVANTAGES OF THE MICROSERVICES ARCHITECTURE Case Management System for The Office of the Corporation Counsel - RFP 4548 61 | Page • It enables object and component reuse as services can be shared within and among applications. • It ensures separation of business rules from presentation and data. Besides, application partitioning overcomes the limitations of previous renditions of client/server architectures, such as overloaded clients, low reliability, reduced performance and network bandwidth, inflexibility, and high maintenance. In the system, the processing load will be distributed across multiple nodes. This will allow maximizing the benefits of the Microservices model. Because microservices approach will be used to develop the ECMS, it will be important to note that microservices will interact with each other with strict and fixed protocols. This approach will result in the application being easier to maintain and to enhance because coupling is reduced in services. Currently, Synergy eCase© has over 50 services. Each Microservice has its own service layer, business logic layer, and persistence layer. • Service Layer • Business Layer • Persistence Layer Presentation Layer is presented as a separate service/application. Microservices Architecture Presentation Layer | in other words the user interface provides the user means to interact with the application through intuitive screens that employ techniques to make the application easier to learn and use. The graphical user interface (GUI) will target the most popular desktop environments and support the business requirements of the system. The presentation layer will provide means for the user to enter new data, view/edit existing data, run pre-defined reports, and perform administrative tasks. Case Management System for The Office of the Corporation Counsel - RFP 4548 62 | Page Service Layer | the Microservices used to develop eCase© systems interact with each other through strict and fixed protocols. This approach results in the system being easier to maintain and to enhance as coupling is reduced in services. More specifically, the web services developed within the scope of the Synergy eCase© projects are implemented based on the Representational State Transfer (REST), a decoupled architectural style and lightweight approach to communications emphasizing that interactions between client and service are enhanced by having a limited number of operations. These features make REST an ideal choice for application program interfaces (APIs) that are used to build web services for the eCase© projects. Business Layer | eCase© projects are designed to have a separate business layer for each microservice that encapsulates and handles all the business domains and logic. It is used for processing complex business rules, transforming data, applying policies, and for validation. It serves as a means for decoupling business logic from presentation and data access code and for simplifying the testing of business logic. Having a separate layer for business rules and their processing improves the maintainability of the system. The business layer in the eCase© projects is used to store the business rules on how to retrieve the data from the databases and then how to pass the retrieved data to the server that takes this information to display on the presentation layer. The business layer is used to ensure cross-layer communication through the messaging middleware (a messaging method of communication between software components and different applications), REST service, and APIs. Persistence Layer | encapsulates the behavior needed to make data persistent, that is to say, write, and delete data to and from permanent storage, e.g., a database. Each system component stores the data in its own database. The database manages data storage, structure, access, and security. Data can be organized into related tables so that relationships between and among the data can be established. The database is implemented on a separate layer from the presentation and business objects. Data synchronization is used across the databases that comprise the persistence layer for keeping them up to date with each other's data changes. This helps to avoid data discrepancy and ensures data consistency in different services. This way, the data stored in the data entry tables are synchronized with the Elastic search service. In the same way, the data are synchronized with the eCase© Analytical Platform. Case Management System for The Office of the Corporation Counsel - RFP 4548 63 | Page iv. Technological Stack Below are presented the development tools used for Synergy eCase©. Component Name Official Full Name Description System Component JDK Java Development Kit The Java Development Kit (JDK) is an implementation of either one of the JavaSE, JavaEE or JavaME platforms in the form of a binary product aimed at Java developers. Backend Google Guava Guava The Google Guava is an opensource set of common libraries for Java, mainly developed by Google engineers. Backend Jetty Jetty Jetty provides a web server and javax.servlet container, plus support for HTTP/2, WebSocket, OSGi, JMX, JNDI, JAAS and many other integrations. Backend Apache Batik Apache Batik Batik is a Java-based toolkit for applications or applets that want to use images in the Scalable Vector Graphics (SVG) format for various purposes, such as display, generation, or manipulation. Backend iText iText iText is an open-source library for creating and manipulating PDF files in Java. Backend Vertx Vertx Vert.x allows to build responsive, resilient, and scalable JVM applications with using wellestablished reactive design patterns, handling more requests with less resources compared to traditional stacks and frameworks․ Backend Spring Framework Spring The Spring Framework provides a comprehensive programming and configuration model for modern Java-based enterprise applications - Backend Case Management System for The Office of the Corporation Counsel - RFP 4548 64 | Page on any kind of deployment platform. Various components of Spring framework are used such as Springcore, Spring-webmvc, Springcontext, Spring-aop, Spring-jdbc HikariCP HikariCP Java sql connection pool. Backend Apache Log4j 2 Apache Log4j 2 Apache Log4j is a Java-based logging utility and part of the Apache Logging Services. Backend javamelodycore JavaMelody The goal of JavaMelody is to monitor Java or Java EE application servers in QA and production environments. Backend Actix Actix Actix allows to quickly and confidently develop web services in Rust, which is a blazingly fast and memory-efficient language. Backend OpenAPI3 OpenAPI3 The OpenAPI is a specification for machine-readable interface files for describing, producing, consuming, and visualizing RESTful web services. Backend NodeJS NodeJS Node.js is an open-source, crossplatform, back-end JavaScript runtime environment that executes JavaScript code outside a web browser. Backend jQuery jQuery jQuery is a cross-platform JavaScript library designed to simplify the client-side scripting of HTML. Frontend TypeScript TypeScript TypeScript is a typed superset of JavaScript that compiles to plain Javascript. Frontend Angular Angular Angular is a toolset for building the framework most suited to the application development. It is fully extensible and works well with other libraries. Frontend MDL MDL Material Design Lite is a CSS library that adds a Material Design look and feel to websites. Frontend Case Management System for The Office of the Corporation Counsel - RFP 4548 65 | Page SVG SVG Scalable Vector Graphics (SVG) is an XML-based vector image format for two-dimensional graphics with support for interactivity and animation. Frontend Sass Sass Sass is a scripting language that is interpreted into Cascading Style Sheets (CSS). Frontend Kendo UI Kendo UI UI Components library. Frontend Web Components Web Components Web Components are a set of features that provide a standard component model for the Web allowing encapsulation and interoperability of individual HTML elements. Frontend NgRx NgRx NgRx Store provides reactive state management for Angular apps. Frontend Below are presented the testing tools used for Synergy eCase©. Component Name Official Full Name Description Junit JUnit JUnit is a simple framework to write repeatable tests. Mockito Mockito Mockito is a mocking framework. Hamcrest Hamcrest Provides a library of matcher objects (also known as constraints or predicates) allowing 'match' rules to be defined declaratively, to be used in other frameworks. Spring-test Spring MVC Test Framework Spring MVC Test Framework focuses on the valueadd of the IoC principle to unit testing and on the benefits of integration testing. Selenium Selenium Selenium provides a record/playback tool for authoring tests. Selenium Fluent FluentSelenium FluentSelenium is a layer on top of Selenium 2.0 (WebDriver) that adds a fluent interface style for working with the browser. Cucumber JVM Cucumber-JVM Cucumber-JVM is a pure Java implementation of Cucumber that supports the most popular Case Management System for The Office of the Corporation Counsel - RFP 4548 66 | Page programming languages for the JVM. Locust Locust Locust is an easy-to-use, distributed, user load testing tool. It is intended for load-testing web sites (or other systems) and figuring out how many concurrent users a system can handle. Gatling Gatling Gatling is a project that can be used as a load testing tool for analysing and measuring the performance of a variety of services, with a focus on web applications. ZAP Proxy ZAP Proxy The OWASP Zed Attack Proxy (ZAP) is one of the world’s most popular security tools. It is used to find security vulnerabilities in web applications. SQLMap SQLMap sqlmap is an open-source penetration testing tool that automates the process of detecting and exploiting SQL injection flaws and taking over of database servers. Testssl.sh Testssl.sh testssl.sh is a free command line tool which checks a server's service on any port for the support of TLS/SSL ciphers, protocols as well as recent cryptographic flaws and more. Jasmine Jasmine Jasmine is an open-source testing framework for JavaScript. Karma Karma Open-source testing framework for JavaScript. Protractor Protractor Protractor is an end-to-end test framework for AngularJS applications. Protractor runs tests against the application running in a real browser, interacting with it as a user would. k6 k6 k6 is an open-source tool and cloud service that makes load testing easy for developers and QA engineers. Below are presented the DevOps tools used for Synergy eCase©. Component Name Official Full Name Description Artifactory Artifactory Artifactory offers powerful enterprise features and fine-grained permission control behind a sleek and easy-to-use UI. Jenkins Jenkins An extendable open-source continuous integration server. Case Management System for The Office of the Corporation Counsel - RFP 4548 67 | Page Gerrit (Code Review) Gerrit Gerrit is a web-based code review system, facilitating online code reviews for projects using the Git version control system. Sonar (Code Analysis) SonarQube SonarQube is an open platform to manage code quality. Vagrant VAGRANT Vagrant is free and open-source software for creating and configuring virtual development environments. Puppet Puppet Puppet is a tool designed to manage the configuration of Unix-like and Microsoft Windows systems declaratively. Kubernetes Kubernetes Kubernetes is an open-source system for automating deployment, scaling, and management of containerized applications. Below are presented the other tools used for Synergy eCase©. Component Name Official Full Name Description Jetty Jetty Jetty provides a Web server and javax.servlet container, plus support for HTTP/2, WebSocket, OSGi, JMX, JNDI, JAAS and many other integrations. Eclipse / IntelliJ (IDEs) Eclipse / IntelliJ IDEA An integrated development environment (IDE) or interactive development environment is a software application that provides comprehensive facilities to computer programmers for software development. Git (Version Control) Git Git is a free and open source distributed version control system designed to handle everything from small to very large projects with speed and efficiency. Maven (Build Tool) Apache Maven Apache Maven is a software project management and comprehension tool. Gradle (Build Tool) Gradle Software project management and comprehension tool. Case Management System for The Office of the Corporation Counsel - RFP 4548 68 | Page II. Functional Specifications of eCase Based ECMS i. Overview of Proposed Solution | Synergy eCase Synergy eCase© can be viewed as low-code to no-code solution. Synergy eCase© is a flexible, customizable, and web-based case management system specifically designed to meet public sector needs and can be positioned as a customizable and configurable solution. The solution can easily be deployed in the Cloud, but also provides the client flexibility to host on premises in case of the availability of necessary resources and client requirements. Synergy eCase© is a role-based workflow-driven system that can serve as a centralized database with unique user interfaces for any participating public sector institution. Synergy eCase© stands out from other available solutions in the market because it is a low-code solution, meaning that no time is spent on writing a single line of code and the main components of the system are modified via a set of configuration tools (so called builders: Workflow Builder, Form Builder, Entity Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and customize content and make the necessary configurations with minimal efforts at the application level. Synergy eCase© possesses the full scope of capabilities necessary to fully automate the business processes and administrative procedures of Office of the Corporation Counsel. This improves the speed with which cases are processed, eliminating duplication of effort across departments, and reducing the time required to transmit documents. Synergy proposes to design and implement the envisioned Electronic Case Management System (ECMS) for based on Synergy’s proprietary off-the-shelf software solution – Synergy eCase©. Below are presented the technical capabilities of Synergy eCase© that allows administrators to manage the application and all its instances. Case Management System for The Office of the Corporation Counsel - RFP 4548 69 | Page Form and Field Generation | A flexible and dynamic form-generator allows users to build, design, and manage data entry forms that capture case details without writing a single line of code. This ensures adaptability and system sustainability. Responsive design principles optimize the user experience across all devices: mobile, tablet, and desktop. Form Builder in Synergy eCase© demo system Advanced Analytical Reporting | Synergy’s interactive data visualization toolkit includes reports, and charts that track case statistics and reveal trends, inefficiencies, and bottlenecks. Reports can be combined into dashboards to drill down into case data for improved analysis and decisionmaking. Users can save reports for future one-click access or share them with other users. Case Management System for The Office of the Corporation Counsel - RFP 4548 70 | Page Example of Country level reports in Synergy eCase© demo system Calendar and Task Management | Synergy eCase© Calendar control enables system users to manage daily schedules, tasks, internal and external meetings, and appointments. Users can keep track of task deadlines, and other events through their personal online calendar. Workflow prompts help to automate the scheduling of events and send notifications to all relevant parties. Calendar view in Synergy eCase© demo system API Gateway and Integrations | Synergy eCase© has a built-in interoperability capability to interface with other external systems to retrieve and/or send data via an API Gateway. Synergy eCase© supports open standards for data exchange with other applications based on a serviceoriented architecture. Role-based Access | Effective user management is essential to maintain a secure system. Rolebased access capabilities enable administrators to replicate organizational structures within the eCase© and set unique user access permissions for each department in each stage of the case life cycle according to their approved area of responsibility. Automated Workflow Processing | Synergy’s Workflow Designer enables the automation and continuous improvement of case processes and user actions. Administrators define the set of states that a case must pass through from initiation to closure. Synergy eCase© can incorporate business processes of any public sector institution, easily adapting to their rules and conditions. Case Management System for The Office of the Corporation Counsel - RFP 4548 71 | Page Application workflow example in Synergy eCase© demo system Collaboration, Messaging and Notifications | Synergy eCase© notifies users about events that occur in the system through configurable emails, system messages and SMS notifications. System users can collaborate by adding private or public notes and comments to case files. Notifications section in Synergy eCase© demo system Template and Document Management | Synergy eCase© provides the ability to transform forms and documents into dynamic and configurable templates. Users can select a standard template and auto-populate particular data from a particular case to produce a document. Case Management System for The Office of the Corporation Counsel - RFP 4548 72 | Page Document creation in Synergy eCase© demo system Optical Character Recognition | Synergy eCase© has built-in OCR, which supports English language. Through this capability users can convert the scanned document to searchable text within the system. OCR feature in Synergy eCase© demo system Audit Trail | Synergy eCase© is equipped with an electronic Audit Trail that tracks the source of all data submissions and timestamps all changes in the system. This enables the monitoring of operations performed in the system to provide advanced security and enable data validation, thus mitigating violations of system policies. Case Management System for The Office of the Corporation Counsel - RFP 4548 73 | Page Logs of Operations in Synergy eCase© demo system Voice to Text Transcription | Through Synergy eCase©, users will be able to convert the recording of the online session to text. This will make the transcript searchable in the system like the text documents attached to cases. Extracted transcription in Synergy eCase© demo system Virtual Court | Synergy eCase© has built in Virtual Court component which is fully adapted to court hearings and setup. Only hearing participants have access to the hearing via their credentials of the system. Moreover, users have the possibility to record the hearing and stream on YouTube publicly. Case Management System for The Office of the Corporation Counsel - RFP 4548 74 | Page Virtual court in Synergy eCase© demo system E-Filing and Online Case Data Entry | The case filing module supports logging and updating of cases, streamlining case filing for administrative staff, reducing potential backlogs, and eliminating the risks associated with physical case files. This replaces paper-based filing systems and enables virtual access from any web browser to a fully auditable single source of truth. Import/Export Capabilities | Synergy eCase© supports JSON and CSV format files enabling the bulk import of data from external systems in situations where integrations are not needed. Synergy eCase© can also export case data into MS Word, MS Excel, or Adobe PDF. All system reports, case files, or predefined forms and templates can be exported at the click of a button. e-Signature and e-Stamp | Synergy eCase© users can sign and stamp documents electronically using their touchpads or mouse. System also generates digital certificate to validate the electronic signature. Case Management System for The Office of the Corporation Counsel - RFP 4548 75 | Page Signing and stamping in Synergy eCase© demo system Stamping with a date in Synergy eCase© demo system Document Editor and versioning | Synergy eCase© users can edit the documents online without carrying this out on their computers. All changes of edited documents will be tracked in the system for security and audit. The solution allows the users to send documents as attachments to both case parties and external email addresses from within the case. So that whoever is required to be notified and is not a registered user of the system, can be delivered the information needed. Case Management System for The Office of the Corporation Counsel - RFP 4548 76 | Page Online editor in Synergy eCase© demo system a. Promoting Digitalization of Justice Sector Organizations via Webinars International Conference on the Role of CMS, June 11-13, 2019, Kigali, Rwanda In June 2019, Rwanda hosted the International Conference on the Role of Case Management Systems for Justice System Integration, Performance, and Country Development. It was organized by the Rwandan Ministry of Justice, in partnership with the Rwandan Ministry of ICT and Synergy International Systems, Inc. Over 150 participants – delegations representing Bangladesh, Benin, Kenya, Lesotho, Malawi, Papua New Guinea, Swaziland, Tanzania, Zimbabwe, and Rwanda, East African Court and Common Market for Eastern and Southern Africa (Comesa), as well as representatives of international development agencies – attended the conference. The conference showcased the Rwanda IECMS (Integrated Electronic Case Management System) – developed by Synergy – and demonstrated how electronic case management systems can contribute to the development of countries, specifically through achieving transparency, accountability, and equality before law. Moreover, the conference demonstrated the Rwanda IECMS in action and offered a platform for exchanging knowledge and best practices on the implementation of IECMS and the role it plays in improving access to justice. Case Management System for The Office of the Corporation Counsel - RFP 4548 77 | Page Apart from the above-mentioned conference organized by the Rwandan Ministry of Justice, in partnership with the Rwandan Ministry of ICT and Synergy International Systems, Inc., we have also participated in and sponsored number of other international conferences and forums organized worldwide, such as International Association for Court Administration (IACA), Southern African Chief Justices' Forum, Commonwealth Magistrates and Judges Association, Conference on the Automation of Criminal Cases, Induction Training For Supreme Court Judges and many others. Webinars In order to share with the audience our extensive experience and knowledge gained from past implementations, we organize series of webinars, where we showcase the functional capabilities of eCase©and how the client and/or end-user can benefit from it. Hundreds of justice sector representatives join worldwide to learn about technological progress and ask questions they are interested in. Below is the list of conducted webinars, based on which this document has been prepared: Webinar: Paperless Court - OCR, Transcription and Advanced Document Management In this webinar, we demonstrated new key features including online file versioning and comparison, optical character recognition, online payments, virtual court, automated transcription, secure emailing and online editing of case documents, etc. Webinar: Paperless Court - How It Works Case Management System for The Office of the Corporation Counsel - RFP 4548 78 | Page The webinar examined the key functionalities of a virtual court, from initial filing to disposition, and discussed how courts can manage cases throughout their lifecycle minimizing the use of paper. Performance Management for the Judiciary: Webinar 2 This webinar introduces the core concepts behind the recent introduction of a Judicial Performance Management System for the Judiciary of Rwanda. It identifies how the sector-wide IECMS enabled the monitoring of case statistics that can be integrated with staff evaluations to provide a systematic approach for monitoring Key Performance Indicators and staff performance. Integrated Electronic Case Management System: Webinar 3 This webinar looks at the key functionalities of an integrated electronic case management system and their role in accelerating countries’ progress towards a more transparent and accountable judiciary. Digital Courts: Zimbabwe Experience - Southern African Chief Justices' Forum Khachatur Matevosyan, VP of eJustice in Synergy shares Synergy's experience in implementing digital courts in Zimbabwe. Webinar: Digital Justice in the Pacific Region - Papua New Guinea Experience Ian Augerea, Registrar, Supreme and National Courts of Papua New Guinea and Tony Lansdell, ICT consultant join Levon Kirakosyan from Synergy to discuss digital transformation opportunities and challenges in the Pacific region. Webinar: Paperless Court for Administrators - How to Design a Justice System with Low-Code Approach Courts, prosecution and other justice agencies seek independence from software vendors when acquiring case management systems. As these systems are complex in their design and require a lot of resources to administer, the imperative is to empower and elevate customers to be independent and manage these tasks on their own in a low-code format. In this webinar, the Synergy team discuss how administrators and system analysts can build systems for justice without writing a single line of code. Digitalizing Justice Systems - Effectively Preparing For Your IT Project In this webinar, experts from Synergy International Systems delve into the critical process of needs assessment and shaping requirements for justice information and case management systems. Our speakers, Khachatur Matevosyan, Vice President of e-Justice at Synergy International Systems, Inc., and Niceson Karungi, e-Justice Expert, share their insights and experiences in developing effective justice information systems. They discuss the importance of understanding the specific needs of justice institutions and how to tailor system requirements to meet those needs. Case Management System for The Office of the Corporation Counsel - RFP 4548 79 | Page ii. Mandatory Requirements a. Document management system compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transaction matters. Synergy’s Document management system is compatible with Laserfiche, Microsoft Windows 10 and 11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro. Laserfiche integration We offer two integration options with Laserfiche: 1. The proposed system can act as both a database and a case management system, and the data from Laserfiche can be migrated into the new system. In this case no integration will be required but data migration will be performed. 2. The proposed system can act as a database, but in case Laserfiche has a proper API, and depending on performance analysis, the data between the CMS and Laserfiche can be exchanged upon request via integration. The decision on which integration option to use will depend on cost constraints, system requirements, and performance analysis. Microsoft Windows 10 and 11 The envisioned solution is a web-based system that has no dependency on any specific operating system, and it only requires web browsers without any additional integration requirements. Exchange/Outlook, Teams The proposed system can seamlessly integrate with Microsoft Exchange for tasks such as sending documents as emails from the system, as well as creating calendar events within the system and synchronizing them with the Exchange calendar. The synchronization between the Exchange/Outlook and Teams calendars shall be carried out by the client’s Exchange server. The system also keeps track of sent emails from the system for each case, including their delivery statuses. Case Management System for The Office of the Corporation Counsel - RFP 4548 80 | Page Notifications section in Synergy eCase© demo system Calendar view in Synergy eCase© demo system Microsoft Word Synergy eCase© has a built-in document editor enabling users to edit the documents online. The solution allows the users to send documents as attachments to both case parties and external email addresses from within the case. The system supports uploading Word and any other Microsoft Office documents as attachments and allows for editing these documents using the built-in editor. Case Management System for The Office of the Corporation Counsel - RFP 4548 81 | Page Online editor in Synergy eCase© demo system Sending Attachments in Synergy eCase© demo system Adobe Acrobat The envisioned system enables users to upload PDF files as attachments and open the already attached PDF files in a new web browser window as a viewable PDF document. Case Management System for The Office of the Corporation Counsel - RFP 4548 82 | Page b. Case and data conversion compatible with Laserfiche. If the case management system is also a database, we will need to import or migrate data from Laserfiche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibility with Laserfiche and also facilitating the exchange of information between the envisioned case management system and Laserfiche. Our case management system offers seamless integration with Laserfiche through two options: 1. The proposed system can act as both a database and a case management system, and the data from Laserfiche can be migrated into the new system. In this case no integration will be required but data migration will be performed. 2. The proposed system can act as a database, but in case Laserfiche has a proper API, and depending on performance analysis, the data between the CMS and Laserfiche can be exchanged upon request via integration. The decision on which integration option to use will depend on cost constraints, system requirements, and performance analysis. Case Management System for The Office of the Corporation Counsel - RFP 4548 83 | Page c. Security features to protect confidential information. The security mechanisms of Synergy eCase© solution can be divided into 3 main components covering infrastructure, application and database levels: In addition, Synergy follows best practices recognized worldwide such as Zero Trust Architecture. Publicly accessible components of the system are protected the same way as the internal communications/infrastructure components. Infrastructure/Network Security Secure connections (https, tls) between all of the system • Connection from client to the application and from application to database is encrypted with HTTPS/SSL/TLS certificates. • Tools and services on the servers run by their dedicated users having restricted permissions only to the operation necessary for its functionality. • Applications run in separate isolated docker containers preventing them to interact with OS. • Root SSH connection to the servers is disabled. • Certificate-based authentication is forced for SSH connections. • Non-default ports are used for accessing database instances. • Following the security patches of the OS and tools to regularly perform update of the system. • Regular backups are in place to be able to roll back to a working state if something crashed. WAF/Firewall Firewalls are security systems that protect devices in a private network from intentional hostile intrusions that could compromise confidentiality, result in the corruption of data or denial of service. The solution may be a hardware device or a software program running on a secure host computer. Firewall examines all traffic that flows into the network through an internet connection. 1. Infrastructure/ Network Security •Secure connections (HTTPS, TLS) within the system components •WAF/Firewall •Monitoring and logging systems 2. Application Security •Security Analysis •Access control and domain rights (Authentication, authorization) •Role-based access rights and user management •Audit and Session Management 3. Data Security •Password encryption •Data at Rest •Data in Transit Case Management System for The Office of the Corporation Counsel - RFP 4548 84 | Page Inbuilt Antivirus and Anti-Bot solution: Next-generation firewall (NGFW) have inbuilt antivirus engine and are able to inspect https traffic on the fly for any infected file. These protections are available for protocols like HTTP, HTTPS, FTP, POP3, SMTP, SMB etc. It is assumed that WAF/Firewalls will be provided by the hosting provider. Monitoring system The solution employs a set of comprehensive Monitoring tools, which are enabled to monitor the various performance aspects of the System and ensure self-health checks. To collect and analyze monitoring data we use the following solutions: • Prometheus (https://prometheus.io/) • Prometheus Exporters • Elastic search (http://www.elastic.co/products/elasticsearch) For instrumentation, we use: • JMX to Prometheus exporter (https://github.com/prometheus/jmx_exporter) • Filebeat to elasticsearch (http://www.elastic.co/products/beats/filebeat) • Logstash (http://www.elastic.co/products/ logstash) For Visualization and Dashboards, we use: • Grafana (https://grafana.com/) • Kibana (http://www.elastic.co/products/kibana) We use ELK (Elasticsearch, Logstash, Kibana) stack to collect, store and analyze the log files of the project and web server. The logs are being shipped to Logstash, which parses them and ships forward to centralized Elasticsearch datastore. Kibana is used to search and analyze logs depending on the needs. All successful and failed login attempts are visible in monitoring access log. There is an alerting system in place that notifies the administrators in case of any intrusions or abnormal activities. Application Security Security Analysis Synergy employs Code Quality and Security Tools, which include but are not limited to Static and Dynamic Application Security Testing Tools (i.e. Sonarqube, OWASP Dependency-Track etc.). Those tools are integrated with the CI/CD pipeline and most of the tools are running in an automated mode during build generation. Our codes are systematically being checked by such tools, and any security vulnerabilities that might appear are being detected and prevented at early stages of the development process. As for Dynamic application security testing tools, Synergy product-based applications have been scanned by tools such as Qualys, Acunetix etc. Case Management System for The Office of the Corporation Counsel - RFP 4548 85 | Page Automated Security tests | We conduct automated security unit tests that are integrated into the CI/CD pipeline. This testing runs checks for a wide set of possible vulnerabilities, such as improper authentication, privilege escalation etc. Penetration test | In addition to the internal penetration tests, Synergy product-based systems have passed more than 5 external pen tests during the last year. The penetration tests will be internally performed by security test engineers and QA experts on the testing environment. The tests will also run on the production environment before the application is launched to exclude the possibility of the system being hacked. Security code review | Security code review is a specialized task that consists of manual and/or automated review of an application's source code in an attempt to identify security-related weaknesses and vulnerabilities in the code. At Synergy, there is a dedicated team responsible for performing security code reviews in order to prevent any possible vulnerabilities at early stages of the development process. Access control and domain rights (Authentication, authorization) To provide the maximum protection of the sensitive data from unauthorized access, the security of the Synergy eCase is built by a combination of Login Identification and passwords. At logon, each user can also receive a notification message, which informs him or her of the approved system use before granting access to it. Synergy eCase security is based on the concepts of Triple-A: • Authentication, • Authorization, • Access Control. Synergy eCase provides differentiated access to information based on a combined model of: • OrBAC (Organisation-based access control), which is based on the organizational structure of the Client and the permissions are granted based on the user’s position in that structure. • ABAC (Attribute-Based Access Control), where authorized users may independently change read-only or modify permissions. • RBAC (Role-Based Access Control), which allows granular management of user permissions and authorizations on data items to ensure strict security and access control. Only the administrator(s) of the system will be able to manage the user access rights associated to each user account, customize views to enable or disable the available modules/views, and manage user group settings. Synergy eCase grants users access to system modules, forms, workflow states, and even data entry fields based on their role within the justice sector institution. It can also allocate permissions based on the specific institution, or according to other attributes and rules as defined by the user. Considering the security and confidentiality of sensitive legal data, different stakeholders can have Case Management System for The Office of the Corporation Counsel - RFP 4548 86 | Page access to the same system but have permission to view or modify only the data that specifically relates to their job/department/institution. Each user has a unique, secure sign-in with password validation associated with a set of administrator-defined user permissions. Therefore, according to the user credentials entered, the system will enable him/her to view, edit, delete only the information, or access only those modules that are related to their duties. Audit and Session Management • Audit Trail | For each event – record when, where, who before, outcome (e.g., settled) and orders made Session Management | Synergy eCase enables administrators to manage sessions. Sessions can be defined in terms of the period of time a user interfaces with an application. For user session management purposes, it is very important to clearly state the conditions that a user session should meet for a successful and secure interaction with the application. These conditions may include setting the number of failed login attempts after which the user’s account will be blocked, password expiration timeouts, etc. It will support the prevention of multiple simultaneous login attempts using the same user-id and will disable a user account after several failed login attempts for a parameter-driven length of time after a parameter-driven number of invalid logon attempts. Data Security Password Encryption System administrators can define and manage usernames and passwords. “Strong passwords” is supported, which is subject to enforcement rules, including password length, required alpha character, not the same as previously used password and others. Moreover, passwords are stored in a separate database and are encrypted using "hashing" and "salting" techniques. Synergy eCase supports “strong passwords” which will be subject to enforcement rules, including password length, required alpha/numeric characters, and restrictions on using the same password, among others. Also, the system supports the automatic notification of users to change their password after a parameter-driven period. User passwords can be reset or changed through completion of two-factor identity verification (email, mobile phone etc.) without the involvement of the system administrator. In addition, Synergy eCase supports the automatic notification of users to change their password after a parameter-driven time period. Vault | Vault is in place to assure Synergy eCase based system’s security in the scope of the features provided by Vault. Vault is designed to secure, store, and tightly control access for tokens, passwords, certificates, encryption keys for protecting confidential and other sensitive data. Case Management System for The Office of the Corporation Counsel - RFP 4548 87 | Page Data at Rest Encryption at rest provides data protection for stored data (at rest) which will be implemented using FIPS 140-2 OpenSSL Cryptographic algorithms. Data in Transit Secure data transfer is ensured through SSL encryption and authentication. Assuming that the existing systems, which will integrate with the eCase are deployed on different servers, Synergy proposes to transport data via HTTPS protocol. Case Management System for The Office of the Corporation Counsel - RFP 4548 88 | Page d. Court calendar case management and integration features with Microsoft Exchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The system must also permit administrative access for supervisors to monitor, track and create reports regarding the status of open work controls and cases. Synergy eCase© Calendar control empowers system users to efficiently manage their schedules, tasks, meetings, and appointments. Users can seamlessly track task deadlines and other events through their personalized online calendar. The system's workflow prompts automated event scheduling and notifications to ensure timely communication with all relevant parties. Calendar view in Synergy eCase© demo system Furthermore, Synergy eCase© Calendar control facilitates the scheduling of trial dates and judgment readings, enhancing its utility for court calendar case management. Case Management System for The Office of the Corporation Counsel - RFP 4548 89 | Page Calendar in Synergy eCase© demo system Regarding integration features, Synergy eCase© can be seamlessly integrated with Microsoft Exchange for email and calendar management purposes, offering efficient calendar synchronization. However, considering security and data privacy concerns, we recommend not integrating with Microsoft Teams. Instead, we propose leveraging the system's embedded chat feature, providing a user-friendly and secure alternative for communication purposes. Case Management System for The Office of the Corporation Counsel - RFP 4548 90 | Page e. Case statistics, tracking and fiscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potential budget shortfalls. Synergy eCase© meets the requirement for comprehensive case statistics, tracking, and fiscal reporting functions. The system empowers users to track and generate detailed reports on various aspects, including the duration matters remain open by attorney and work areas. For instance, users can effortlessly create work and case summaries, while also gaining insights into the costs associated with specific cases or matters. Synergy eCase© enables a complete assessment of workload, case status, and facilitates the easy identification of potential budget shortfalls. eCase offers a suite of powerful and user-friendly tools designed for on-demand data visualization and interpretation of legal case data. With Synergy eCase©, users can generate a variety of analytics, including pre-defined and ad-hoc reports, charts, matrices, lists, and dashboards. The Report Builder tool further enhances flexibility, allowing authorized users to generate reports with the desired format and frequency through a smooth and intuitive user interface. Supporting tabular reports, charts, graphic reports, and online reports, our system ensures instant report generation directly from the live database, ensuring up-to-date information. Additionally, reports generated within the system can be easily exported to Excel, Word, and PDF formats or printed directly from the system. For more information on this module, please refer to the section System Reporting. Example of Country level reports in Synergy eCase© demo system Case Management System for The Office of the Corporation Counsel - RFP 4548 91 | Page Reporting in Synergy eCase© based Demo system Case Management System for The Office of the Corporation Counsel - RFP 4548 92 | Page f. Public records request management. In response to the requirement for public records request management, Synergy eCase© offers robust functionality through the Data Entry Form builder. The system administrator has the capability to define and create e-filing forms, allowing seamless creation of request forms for the public to submit record requests. This user-friendly feature empowers the system administrator to tailor forms to specific needs and capture essential information efficiently. There are no limitations on the number of case/complaint forms and data fields. Users can mark values as mandatory or non-mandatory and assign default values without the need for coding. Notably, authorized users can independently create new forms or modify existing ones to adapt to evolving needs or legal changes. Importantly, the case/complaint forms align with case types and subtypes, ensuring a customized and efficient data capture process. Form Builder in Synergy eCase© Furthermore, the system supports the attachment of payments to record requests, streamlining the payment process for users. Case Management System for The Office of the Corporation Counsel - RFP 4548 93 | Page g. Secured data storage on-site and off-site options and all associated costs. If this involves a subcontractor and/or third party, please submit a copy of any contract the County would need to execute for secured data storage with your proposal. Synergy eCase© ensures comprehensive security measures for data at rest and in transit. For data at rest, encryption is implemented using FIPS 140-2 OpenSSL Cryptographic algorithms, providing robust protection for stored data. Data in transit is secured through SSL encryption and authentication, with a preference for the HTTPS protocol when integrating with existing systems deployed on different servers. The connection from client to the application and from application to the database is encrypted with HTTPS/SSL/TLS certificates, enhancing the overall security of data transfer. Firewalls are deployed to protect against intentional hostile intrusions, ensuring the confidentiality and integrity of the data flow into the network through internet connections. Synergy eCase© incorporates an inbuilt antivirus and anti-bot solution within the next-generation firewall, capable of inspecting HTTPS traffic in real-time for any infected files across various protocols. The hosting provider is expected to provide Web Application Firewall (WAF)/Firewalls. In the context of the microservices architecture, transactions may not be applicable. Instead, database and application backup/restore permissions are segregated, providing access to backup/restore administrators only. This approach ensures the full integrity of the data after restoration. All software program source codes, configuration files, operating system scripts, DB backup, and system documents are securely maintained in a GIT repository. Case Management System for The Office of the Corporation Counsel - RFP 4548 94 | Page h. Technical support during our normal business hours of operation from 7:45 a.m. to 4:30 p.m., Hawaiʻi standard time. Client satisfaction and support is Synergy’s utmost priority for every system we develop. Synergy can provide on-going Production Support and Maintenance for the CMS for the requested period. A Service Level Agreement (SLA) will be signed between Synergy and County. A number of items will be covered in the SLA including the various levels of support required, priority of issues, time zones to be catered, frequency of data backups, and response times. Upon agreement over these various conditions and support services, the Client and the Project Team will agree to some defined services and adhere to those. Synergy will provide a full range of technical support services for the deployed system. Synergy’s support package includes the following items: Preventive Maintenance | Security alerts and critical security patches/upgrades. Corrective Maintenance | Provision of bug fixes and patches along with necessary technical information to address and resolve any detected system malfunctions if any. Software Updates and Maintenance | Updates/patches to latest versions of the software and operating system. Reasonable database tuning, data quality review, maintenance reports, license updates, and any other maintenance activities and reports to ensure the proper functioning and performance of the system. Emergency Maintenance | Advising on the issues of operating the application via Issue Tracker, telephone, and e-mail. For detailed information please refer to the section Technical Support and Maintenance. i. Mobile/Remote access that allows each user to access and work with documents in the case management system. Synergy eCase© is a web-based solution and is accessible through web browser – this means that local installation is not required for using the system. Synergy eCase© supports all web browsers, including Google Chrome, Microsoft Edge, Mozilla Firefox, and Apple Safari. This flexibility ensures users can seamlessly access the system from computers, mobiles, or tablets. Our user-friendly design guarantees a smooth and intuitive experience across devices, empowering users to manage cases efficiently, whether at their desk or on the move. Case Management System for The Office of the Corporation Counsel - RFP 4548 95 | Page j. Customization features that allow each user to configure the case management system to their own specific needs. Offering low-code software products, Synergy enables users to configure their information systems through a graphical user interface rather than traditional hand-coded computer programming. The administrators do not need to make any changes on the code level to configure the system. Synergy products offer a set of configuration tools / builders (Workflow Builder, Form Builder, Entity Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and tailor content and make the necessary configurations without coding and with minimal efforts at the application level. High configurability of the system makes it highly sustainable in the long run. Synergy eCase© Configuration Tools Workflow Builder | A sophisticated workflow engine helps automate and streamline business processes. The Workflow Manager tool allows the visualization and customization of highly complex institutional processes. Workflow Builder in Synergy eCase Form Builder | The Form Builder allows administrators to dynamically build data entry forms by using a simple drag-and-drop user interface. Administrators are also able to edit existing forms and data entry fields. Case Management System for The Office of the Corporation Counsel - RFP 4548 96 | Page Form Builder in Synergy eCase© Entity Builder | The Entity Builder allows users with no extensive technical background to make changes to the system entirely on their own, describe the system and specify data structure. Entity Builder tool in Synergy eCase© Report Builder | A suite of powerful and user-friendly tools for on-demand data visualization, analysis, monitoring and reporting allows users to easily generate various kinds of analytics, such as pre-defined and ad-hoc reports, charts, matrixes, lists, geo-spatial analysis, dashboards by using any data categories and publish them for general use. Case Management System for The Office of the Corporation Counsel - RFP 4548 97 | Page Report Builder in Synergy eCase© Template/Document Generation | This tool enables users to instantly produce documents based on predefined templates with auto-populated information. With a click on the “Export” button, the system generates a template in the required format with the system data already filled in. Document creation in Synergy eCase© Page Builder | This tool facilitates the creation and management of page navigation in the hierarchical order desired by the client. This gives the administrator control over the user interface experience of different groups of users and enables users to view reporting dashboards through organized pages. Case Management System for The Office of the Corporation Counsel - RFP 4548 98 | Page Page Builder in Synergy eCase© Case Management System for The Office of the Corporation Counsel - RFP 4548 99 | Page k. Program, install, and integrate the case management system for our office and train our staff to fully utilize its features. Training and knowledge transfer are core pillars of all our projects, and we work closely with our client organizations to impart the knowledge necessary to manage the system on their own. Training is adapted to the specific needs and competencies of every Client, and generally includes some form of general user, system administration, and train-the-trainer (ToT) workshops. Synergy has more than 25 years’ total experience in developing customized training programs and providing tailored capacity building activities for different user groups based on the analysis of the needs and future application to ensure that users know not only how to operate the system, but also why using it can help them complete their work more effectively. We measure our success not by how well we deliver software to a client, but by how effectively we empower our partners to overcome informational challenges, improve business practices, and make sound decisions based on good data and analysis. Knowledge and skill transfer is integral to the approach to all project activities, and we employ a collaborative approach in tandem with meeting overall project objectives. Our Detailed Approach to Knowledge Transfer We will directly support the County’s requirements to build the capability using our proven and successful approach. Therefore, to ensure maximum benefit we use a practical, “how to” knowledge transfer approach throughout every project. Our Approach is fully designed to meet and satisfy client’s requirements:  Transfer of Skills to Your Teams  Hands-on Training in Diagnosing, Understanding and Defining Issues and Problems  Coaching, advice, and guidance on the issues as implementation takes place. We will involve relevant key stakeholders from the County in the form of hands-on working teams in every aspect of the project, from planning through to implementation. We will provide advice on how to perform the identified project activities. We will provide the trainees with the necessary knowledge to perform the activities, also we will coach, guide and handhold where relevant. We will review the work performed and provide additional direction, where relevant. Accordingly, by performing the project activities in such a hands-on manner, the trainees will gain, not only theoretical knowledge, but practical experience and confidence to “steer” others. The workshops, mentoring, proactive and reactive support all provide direct contact time with our team of specialists from which trainees from Corporation Counsel will gain advisory support and guidance in a practically oriented manner. The Knowledge Transfer approach allows a more useful identification of training needs throughout the project and how these should be appropriately addressed in the ECMS Training Plan. Case Management System for The Office of the Corporation Counsel - RFP 4548 100 | Page We will assess internal capacity and design a unique training program for anticipated ECMS users. The Project Team will work directly with anticipated users and administrators of the system design training sessions specifically tailored to the ECMS for the Corporation Counsel. Synergy will conduct the training on-site and remotely at the client’s facilities, unless otherwise directed by the client. It is also worth mentioning that Synergy team will train the anticipated users so they will be able to participate in the ECMS testing according to their user role, permissions, and fields of activities. One of the cornerstone training session types is the Training of Trainers (ToT). ToT is an advanced form of end user training. This includes a review of pedagogical techniques, training exercises, and advanced topics in report building, data analysis, and workflow processing. Our experience shows that preparation of local support capabilities is one of the crucial factors that ensures system ownership, sustainability, and a high return on investment for the client. The Synergy team will provide an advanced ToT session for the Client’s staff assigned to train their colleagues. It is highly recommended to include the participants in the Administrator training, or at least half of the trainees from the Administrator training. This approach fosters continued sustainability and ownership, creating the internal knowledge necessary for the client to train new staff without having to rely on the software vendor. More detailed information about the training plan is discussed under the section Training and Knowledge Transfer. Case Management System for The Office of the Corporation Counsel - RFP 4548 101 | Page l. Licensing and any associated fees. Synergy eCase© license fee is billed as a perpetual license, meaning the County is not required to make annual payments in order to use the system. The perpetual license covers unlimited number of users, environments, and project scope extensions (new modules). It is important to note that the licensing model adopted by Synergy ensures flexibility, and even if the number of users increases beyond the initial user amount from the Office of Corporation Counsel and Department of Information Technology, it will not impact the license fee. The County can seamlessly scale the system to meet evolving user needs without incurring additional licensing costs. Other than that, there may be associated fees for ongoing support, maintenance, and upgrades/updates of the solution (features and functionalities). These fees are detailed in the section Cost Proposal. The table under the section Cost Proposal, shows cost item amounts for this project. Please note that this information is considered a trade secret and is available in the main proposal as it is classified as a trade secret, and it is strictly prohibited from disclosure in any case. Access to this information is restricted, and only the Office of the Corporation Counsel is authorized to view and handle this confidential data. Case Management System for The Office of the Corporation Counsel - RFP 4548 102 | Page m. Computer hardware requirements compatible with Section 1.6 herein. The proposed case-management system is a web-based solution. It has no dependency on any specific hardware requirements, ensuring compatibility with all desktop and laptop hardware specifications. Case Management System for The Office of the Corporation Counsel - RFP 4548 103 | Page F. Implementation, Project Management, Training and Ongoing Support I. Conceptual Plan, Strategies, and Methodologies of the Proposed System and/or Software. i. Project Management Approach Synergy has implemented over 300 MIS projects in more than 80 countries worldwide, codesigning and customizing our solutions with our partners. We work closely with the clients to understand their needs, specific requirements, working style, desired tools, and methodologies. We continuously learn from them improving our project execution approach and methodologies. Therefore, we do not apply the standard “one-size-fits-all” project management approach. Based on international standards, our project management approach is highly versatile and client centric. We work together with our clients, manage cross-team dependencies, interact frequently, demonstrate a working version of systems iteratively, and share learning for relentless improvement. Our team initiates the project by engaging key stakeholders in order to communicate our understanding of the project, its scope, and the value expected from our support. Synergy’s approach prioritizes a collaborative relationship with the system stakeholders and focuses on identifying and building solutions that suit local needs, challenges, and culture. The initial meetings with the client usually address the following:  Identifying expectations for project success.  Determining roles and level of engagement for key stakeholders.  Refining assumptions regarding project timeline and milestones.  Developing a more concrete project plan to drive the successful and timely execution of the work plan.  Establishing schedule and protocols for reporting, updates, and deliverable submission. Based on the collected information, we prepare our internal Project Management Plan as a “live document”, which addresses the key baselines and subsidiary management plans presented below: Stakeholder Register | Together with the client, we identify the project’s stakeholders and categorize if there are primary and secondary stakeholders. We indicate the focal points and Client team from each institution according to the required qualifications for the implementation of this project. We also define in the Stakeholder Register the responsible personnel for acceptance of project deliverables. Case Management System for The Office of the Corporation Counsel - RFP 4548 104 | Page Implementation Plan | The plan is based on the work plan included in the submitted proposal and will reflect any other changes that might come up during the project inception. This section also describes the development methodology and process, defines the required project phases, system configuration, customization, and integration processes. Communication Plan | The main objectives of the Communication Plan are to (1) identify timeframes required to provide a clear and timely exchange of information, (2) determine the media to be used to bring specific information to stakeholders who need information, (3) define measurable goals for effectiveness, (4) build feedback mechanisms for gaining continuous feedback about how the system is perceived by the stakeholder groups and (5) maintain the level of active participation required throughout the project lifecycle. As each project implementation results in significant changes from the current work environment of the Client, it is essential to create a structured communications plan to address the changes before, during and after the implementation. Throughout the project lifecycle, the project manager will be responsible for disseminating project information which will be shared via regular reports defined in the contract. Deployment Plan | This section describes the security, environment maintenance, and system monitoring (logs and environment) for the envisioned system. Quality Assurance Plan | This section provides detailed information on the testing plan, specifying each test definition, participants and methodology, the tools used and the envisioned process for testing. Training Plan | This plan is based on the training plan included in our proposal and any other changes that might come up during the inception stage. High-level Solution Design | This section describes the core platform on which the system is envisioned to be developed, including the technical architecture and technology service interconnections, which are also provided within this technical proposal. Security Design | This section describes the high-level architecture of the system distribution by different zones, such as application, database and SAN. It also elaborates on the general terms proposed, backup and recovery terms and any other specific requirements indicated by the client. Risks, Assumptions, and Mitigation Plan | During project inception, Synergy prepares a Risk Management Plan and Risk Register, which defines how risks associated with the project will be identified, analyzed, and managed. The outputs of the risk management processes are recorded in the Risk Register. It covers risks associated with the local capacity, project implementation support, sustainability, integrations, risk management, and any other key assumptions discovered throughout the project inception. Information in a risk register can include the person responsible for managing the risk, probability, impact, risk score, planned risk responses, and other information used to get a high-level understanding of individual risks. Case Management System for The Office of the Corporation Counsel - RFP 4548 105 | Page ii. Project Management Methodology Synergy’s methodology for implementing information systems is fundamentally client-driven and client-centric. We believe that software products should not be developed for clients, but with clients. Thus, to design and develop the envisioned system, our Project Manager will work closely with the appointed client focal point during the project implementation providing regular deliverables to be validated by the client in order to further elaborate the proposed system. Due to our versatile and client-centric project management approach, we will ensure continuous cocreation and collaboration with the client and other stakeholders. True to PMI and other international standards, Synergy has established a robust, comprehensive, and integrated methodology for project management. We are continuously refining our methodology and approach based on our diverse management experience applied to both simple and complex projects in different sectors and industries worldwide. Synergy has a dedicated Project Management Office (PMO) which identifies and develops project management methodology, best practices, and standards, ensuring organization-wide adherence. Our project managers build up on the established methodology and adapt it to the unique nature of the project and the specific contract terms, thus establishing a fit-for-purpose project management methodology. Synergy utilizes a hybrid project management methodology which is reflected in our software development approach. We use the most efficient combination of predictive characteristics of the waterfall approach and the adaptive characteristics of the agile approach, which allows us to make the best use of both approaches for the benefit of the client. The chosen methodology has proven its efficiency both for public and non-profit institutions. We help governments to transition from traditional software and systems development models to a more agile principles and practices. Synergy’s project management methodology is governed by the following 11 Pillars of Delivery Excellence which are based on the good practices from PMI standards and continuously honed by decades of project management experience for public and private sector institutions. Being guided by these pillars, we ensure a client-centric approach, close collaboration both among different Synergy units and with our clients, as well as continuous technology enhancement, product improvement, and process optimization. Synergy’s 11 Pillars of Delivery Excellence 1. Benefit Realization | Synergy clearly defines, owns, and tracks all promised project benefits from the inception period through system delivery and rollout. Fulfilling the client’s objective is our highest priority. 2. High Performing Teams | Synergy maintains straightforward and effective chains of responsibility throughout our organization to ensure the highest quality of service delivery. For each project, we assemble a cross-functional, multi-disciplinary team of specialists who, under the supervision of the project manager and the company’s leadership, undertake the Case Management System for The Office of the Corporation Counsel - RFP 4548 106 | Page full scope of required services to ensure timely and satisfactory project completion. 3. Subject-matter Expertise | To enhance its domain-specific solutions, Synergy has mobilized its resources and devised specialized/dedicated production departments. This approach ensures the engagement of top-notch staff who have firsthand work experience and subject-matter expertise. 4. Project Governance and Stakeholder Engagement | All projects are monitored through regular governance meetings that include client and key stakeholder managers for streamlined decision-making. We expect stakeholders to be active participants and have standard touchpoints throughout project implementation for consultation, feedback, and approvals. 5. Client Empowerment and Ownership | Synergy recognizes the importance of client empowerment and ownership when executing donor-funded projects to achieve long-term sustainability. We are committed to empowering our clients to take ownership of the technical administration of their MIS. 6. Low-Code Approach | Synergy’s solutions are developed with a low-code approach, which allows non-technical users to manage the system on their own using a wide range of configuration tools through the front-end user interface without any need to change the source code. The set of configuration tools include Template/Document Builder, Form Builder, Page Builder, Entity Builder, Reporting and Analytics Tools, and Workflow Diagram Designer. 7. Risk Management | Synergy utilizes an exhaustive set of negative and positive risk management and response strategies. Risks and mitigation measures are identified at project inception and updated throughout the implementation for stakeholders to actively monitor in project governance meetings. 8. Quality Assurance | Synergy leverages significant quality assurance resources in the development, configuration, installation, testing, and implementation of any MIS project. A dedicated Synergy QA team provides in-depth testing on all deployments before they are shared with the client. 9. Change Management | Synergy supports our clients in transitioning from their current state to the future state of more data-driven ways of operation. We ensure stakeholder engagement to align our customers with ongoing processes and prepare them for an organization-wide change. 10. Hybrid Software Development Approach | Synergy utilizes a hybrid approach to software development combining the best of waterfall and agile and making them work together for the benefit of the client. Using a hybrid method, we are able to define the requirements, system design and architecture up front, and then apply an agile approach to the system design, development and testing. 11. Monitoring, Evaluation and Learning | Synergy applies best practices for performance management in all projects to demonstrate results and learn from every project. We continuously learn from our partners and clients improving our project execution Case Management System for The Office of the Corporation Counsel - RFP 4548 107 | Page methodologies and tools. iii. Software Development Approach Synergy’s approach for implementing MIS is fundamentally client-driven and client-centric. With a clear understanding of the project timeline and deliverables, we embed iterative learning and client feedback into the development process from an early stage. Synergy follows PMI standards for software development and has adopted the Hybrid lifecycle approach for the development of MIS. The combination of predictive characteristics of the waterfall approach and the adaptive characteristics of the agile approach, allows us to make the best use of both approaches for the benefit of the client. Using a hybrid method, we are able to define the system requirements, entity relations and architecture upfront, and then apply an agile approach to the system design, development and testing. Synergy’s low-code software products allow system analysts to configure the system with the inbuilt configuration tools based on the predefined system requirements. The configurability of the system makes it highly sustainable in the long run by allowing non-technical system users to manage the system, create and tailor content and make the necessary configurations without coding. Our developers then conduct custom development to cover the non-configurable parts of the project scope. We rapidly translate initial requirements into an Alpha release, which in our case stands for the system’s working prototype, which, in turn, is demonstrated to the client for their testing and feedback provision. We then refine the Alpha release considering the client’s feedback and quickly deliver the next release for further review and validation. This process of rapid iterations and continuous client involvement in the customization process ensures that the endproduct fully matches the client's vision. The benefits of adopting the hybrid software development approach include:  The correct mix of waterfall and agile development tools decreases risk and increases stakeholder engagement and feedback throughout the project;  Defining requirements upfront sets a solid architectural foundation for future iterations;  The agile component allows for flexibility in planning and delivering releases;  Frequent collaboration with system users results in proactive and early acceptance of new functionality;  Testing is organized throughout each iteration and ensures more efficient and bug-free releases;  Visibility into the quality of the product early on reduces risk during deployment. In general, each project implementation lifecycle comprises the following five phases. Each phase is considered successfully accomplished upon deliverable approval by responsible stakeholders on the client’s side. The schedule and exit criteria for each phase are presented in the Work Plan and should be finalized at the project inception. Defining the project scope, system requirements, Case Management System for The Office of the Corporation Counsel - RFP 4548 108 | Page and system acceptance criteria, enables us to provide the system without any delays and on budget. PROJECT IMPLEMENTATION LIFECYCLE Needs Assessment and System Analysis | We first establish a high-level baseline understanding of the provided existing workflows. Through interviews and desk reviews of reports and procedure manuals, we develop a preliminary understanding of the core operations, how they are performed, current issues, and areas to strengthen processes. We carry out a throughout analysis of the as-is and to-be business processes and document them. Based on the results, we provide diagrams of all the business processes that exactly reflect the data flows, which should be automated by the system. After the provided diagrams are reviewed, and any business process improvements are made, and approved, these workflow diagrams are transformed into working prototypes. The System Design should be based on Synergy's recommendations to ensure the configurability of the system. The main deliverables of this phase are the High-Level and Low-Level Design Documents, which overrides all previous technical terms and conditions and identifies exclusions from the project scope. The LLD will serve as basis for system acceptance. User-Driven Agile Development | Having a clear understanding of the project timeline and deliverables, we embed iterative learning and client feedback into the development process from an early stage. We continuously improve the product and its components through a plan-docheck-act (PDCA) iterative approach. The agile cycle of the system development includes the following phases:  Iteration design  Development  Testing  Iteration Demonstration Case Management System for The Office of the Corporation Counsel - RFP 4548 109 | Page  Client Review/ Validation  Feedback Resolution Close cooperation with the client and continuous internal and external feedback loops allow us to address encountered issues and eliminate even small product-related imperfections swiftly and effectively at the early stages of product development. Due to our agile and flexible software development processes, we are able to rapidly adapt to changes, provide quality solutions and technologies on time and on budget and go even beyond our client’s expectations. We also leverage our profound experience in similar product development and incorporate the lessons learned into new product features and functionalities development. Training and Knowledge Transfer | Recognizing the importance of training and capacity development, we give our clients knowledge and skills so they can manage their systems on their own. In every project, we devise a tailored training strategy to suit the client’s specific context and needs. In general, we train both advanced users (administrators or “power users”) and the wider user community. We conduct in-person and remote trainings, and we also deliver administrator/user guides, and video tutorials. In addition, our experienced trainers provide hands-on training-of-trainers (TOT) workshops at client locations around the world or in our offices. Piloting and Change Management | Synergy supports its clients in transitioning from their current state to the future state because success in software implementations requires continuous active engagement. Maintenance and Technical Support | Thanks to our devoted technical support team, we provide comprehensive support and rapid response to our global clientele across all time zones. Our support services include software problem resolution, proactive server monitoring, database backup and maintenance, hosting, as well as change request implementation. The maintenance phase is characterized by periodic bug-fixing and/or system modifications that address the evolving needs of users. iv. Client Empowerment Impact-creation and stakeholder empowerment are Synergy’s number one priority when implementing projects and providing services. We have empowered numerous public, governmental and non-profit agencies in Africa, Asia-Pacific, the Middle East, the Caribbean, and the US to pioneer digital transformation and become more data-driven, transparent, and efficient. From Day 1 till the end of the warranty period, we continuously work with our client to impart the necessary knowledge and empower them to manage the system on their own. During the entire software implementation process, we also provide subject-matter consulting services to refine the client’s M&E results frameworks, set out the best international practices and ameliorate existing data flows/collection practices/etc. Our capacity-building activities safeguard Case Management System for The Office of the Corporation Counsel - RFP 4548 110 | Page a high level of system ownership, further enhancement capabilities and consequently high return on investments. We make sure that the client’s technical staff grows professionally to independently manage, configure, and enhance the enforced frameworks and systems. The technical staff members will participate in capacity-building activities (ToT, webinars, training sessions, experience sharing, etc.) to fully master the Synergy product’s conceptual and technical architecture and system configuration tools. They will also have access to comprehensive user guides and manuals. Synergy has developed an effective project implementation and empowerment strategy, which guarantees the client's complete ownership of the system, its maintenance and future improvement. The main components that form the foundation of our empowerment approach are:  Low-Code Solution Offering low-code software products, Synergy enables users to configure their information systems through a graphical user interface rather than traditional hand-coded computer programming. The administrators do not need to make any changes on the code level to configure the system. Synergy products offer a set of configuration tools / builders (Workflow Builder, Form Builder, Entity Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and tailor content and make the necessary configurations without coding and with minimal efforts at the application level. High configurability of the system makes it highly sustainable in the long run. Synergy eCase Configuration Tools Workflow Builder | A sophisticated workflow engine helps automate and streamline business processes. The Workflow Manager tool allows the visualization and customization of highly complex institutional processes. Form Builder I The Form Builder allows administrators to dynamically build data entry forms by using a simple drag-and-drop user interface. Administrators are also able to edit existing forms and data entry fields. Entity Builder | The Entity Builder allows users with no extensive technical background to make changes to the system entirely on their own, describe the system and specify data structure. Report Builder | A suite of powerful and user-friendly tools for on-demand data visualization, analysis, monitoring and reporting allows users to easily generate various kinds of analytics, such as pre-defined and ad-hoc reports, charts, matrixes, lists, geo-spatial analysis, dashboards by using any data categories and publish them for general use. Template/Document Generation | This tool enables users to instantly produce documents based on predefined templates with auto-populated information. With a click on the “Export” Case Management System for The Office of the Corporation Counsel - RFP 4548 111 | Page button, the system generates a template in the required format with the system data already filled in. Page Builder | This tool facilitates the creation and management of page navigation in the hierarchical order desired by the client. This gives the administrator control over the user interface experience of different groups of users and enables users to view reporting dashboards through organized pages.  Co-Development and Co-Customization The essential aspect of effective empowerment strategy in large-scale implementations is the sharing of expertise and transfer of practical knowledge and technical skills to the client’s IT team necessary for managing, administering, and maintaining the system on their own. Our approach suggests having one shared development environment for Synergy technical team and the client IT team, where the system will be developed and customized with joint efforts. This means that both teams can access the environment: the client’s IT team can customize the system through builders and Synergy team will write codes in case the required functions are not covered via builders and core components. This assumes that the client IT team will be heavily involved in the development and customization process and will gain all the necessary knowledge to further enhance the system via builders.  Level-up of Client IT Team’s Technical Competency To ensure that the client IT team is sufficiently competent to maintain the system and make further adjustments with builders, we design an extensive training plan for the technical team. We usually recommend conducting specialized technical trainings at Synergy’s Global Learning Center in Yerevan, Armenia, where we can provide all the necessary facilities and access to our best experts for in-depth consultations and advanced training. With the combination of a low-code software, co-development efforts and the effective empowerment strategy (that entails knowledge transfer to the client, extensive technical training and methodical handover of the ownership), we are confident that the client IT department will be sufficiently empowered to administer, refine, and also handle the first level of technical support and maintenance of the system. A similar approach was applied in Rwanda in the scope of IECMS (Integrated Electronic Case Management System) project. Having worked with The Rwandan Ministry of Justice for more than 6 years on IECMS support and development, Synergy Project Team successfully closed the chapter and transferred the system and its full maintenance to the Ministry of Justice Technical Team following 6-month technical training. This is just an example of a one-of-a-kind knowledge transfer that empowered the Beneficiary's technical team to take full ownership of the system.  Transfer of the System Ownership to the Client Case Management System for The Office of the Corporation Counsel - RFP 4548 112 | Page In general, Synergy’s scope of services includes the technical support and maintenance of the system. However, in cases when the client has a highly qualified and capable IT department, we encourage the local team to handle the first level of maintenance of the system with local resources. The Synergy team will remain available for any in-depth consultation and support besides providing 2nd and 3rd levels of technical support and maintenance. Case Management System for The Office of the Corporation Counsel - RFP 4548 113 | Page II. Services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. Low code to no code solution - Synergy eCase | Synergy eCase can be viewed as low-code to no-code solution with an unparalleled flexibility for adapting to many different situations. Because eCase is a low-code solution, our time is not spent on writing code and the main components of the system are modified via a set of configuration tools (so called builders: Workflow Builder, Form Builder, Knowledge Builder, Report Builder, Template/Document Generation, Page Builder), which allow users with no technical background to manage the system, create and customize content and make the necessary configurations with minimal efforts at the application level. Automation and Efficiency of the Office of the Corporation Counsel | Synergy eCase will help to automate Corporation Counsel that is continually adapting their internal processes and rules to address an evolving legal and procedural landscape. This inevitably necessitates deviation from established processes. Synergy eCase easily adapts to these changes in a user-friendly and sustainable way, through configuration tool that obviates the need for hard-coded solutions. Automated Document Production | Synergy eCase based ECMS can facilitate production of standard forms based on case file content, including Case update letters, subpoenas, complaints, filings, etc. Synergy eCase allows administrators to custom configure form templates. These templates can then be selected by users and automatically merged with case-specific information to produce the final document in a matter of seconds. Interoperability and API Integration Gateway | Synergy eCase platform includes an integration gateway and underlying technological interoperability capability (APIs) that have been developed to ensure the technology platform's openness and support data exchange with other external systems. Because ECMS is intended to ensure connectivity with justice partners, the system will be designed to be flexible enough to allow for the addition and integration of new institutions and users with corresponding access rights and workflow permissions throughout the project implementation period and in the future. Improved data quality and reduced dependence on physical files | Synergy eCase based ECMS will provide a single source of truth for case records, eliminating the risks associated with physical paper files. The system provides control over the format and content of forms that have to be entered into the records, guiding users through the process and using data validations to reduce the burden on human resources. It delineates the information and case papers that need to be submitted and in which form for the creation of valid and complete legal records, ensuring uniformity of the data elements entered into the system and ultimately the completeness of the record. Case Management System for The Office of the Corporation Counsel - RFP 4548 114 | Page Cost Savings | Synergy eCase can enable the Corporation Counsel to go paperless, eliminating costs associated with reproducing and transferring documents. Automation optimizes processes, and system notifications alert users to pending actions and deadlines, eliminating wasteful delays. Deployment Architecture | Synergy is compliant with both on-premises and cloud hosting options. We can propose hosting the solution on various cloud environments such as AWS, GCP or Microsoft Azure, however we highly recommend MS Azure taking into consideration our experience. Another advantage of centralized hosting is that security measures are maintained, data is shared with relevant stakeholders, and as a result, charges for hosting and technical support for a single system are much more cost effective. Role-Based Access | The proposed solution provides differentiated access to information based on a combined model of OrBAC (Organization-based access control), ABAC (Attribute-Based Access Control) and RBAC (Role-Based Access Control). Each Synergy eCase user has a unique, secure sign-in with password validation associated with a set of administrator-defined user permissions. According to the user credentials entered, the system will enable him/her to view, edit, delete only the information, or access only those modules that are related to their duties. Data Analysis for better Decision Making | With Synergy eCase the Corporation Counsel can have a suite of powerful and user-friendly tools for visualizing and interpreting case data from multiple dimensions. It enables users to analyze performance against targets, track the average time to disposition by officer, monitor clearance tendencies, staff workloads, the average age of the pending cases, etc. Routine monitoring of statistical information pertaining to the flow of cases can identify process bottlenecks and inefficiencies, tendencies and deviations which will improve decision-making and resource allocation. Case Management System for The Office of the Corporation Counsel - RFP 4548 115 | Page III. Implementation Plan Upon Award of Contract, and a Plan for Project Management Through Hand Over of The System and/or Software. The proposed plan is based on our international best practices gleaned from numerous case management system and enterprise-wide solutions implementations globally and is designed to ensure the timely and high-quality completion of the project’s key deliverables. This implementation plan is provisional and is subject to change and further refinement during the Inception Phase per mutual agreement by the Corporation Counsel, County and Synergy Project Team. It should be noted that the dates of Client Input (review, feedback provision and approval) will be incorporated into the work plan during Inception phase. Please see below the list of assumptions and conditions, which should be respected in order to complete the project in a timely manner. No Description of Assumption/Condition 1 Each deliverable should be reviewed and approved by the Client in order for the project team to move to the next phase/sub-phase. 2 The Client is required to review and provide feedback in a timely manner as defined in the work plan. 3 Proper data gathering within Needs assessment is crucial for successful project implementation. The documents should be made available in English language during Needs assessment. 4 It is assumed that the Client will be responsible for the provision of training venues and facilities in a timely manner. Case Management System for The Office of the Corporation Counsel - RFP 4548 116 | Page i. Implementation Schedule2 2 The schedule above includes only 1 (one) year of maintenance and support, however, we are open to extending the service further in line with the requirements of the Invitation to Bid. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 Project Inception: Finalization of Work Plan Corporation Counsel's Review and Acceptance System Analysis: Needs Assessment and Preparation of System Design Documents and Minimum Viable Product (MVP) Corporation Counsel's Review and Acceptance Development and Customization of ECMS Corporation Counsel's Review and Acceptance Testing and Adjustment of ECMS Corporation Counsel's Review and Acceptance Training and Knowledge Transfer Corporation Counsel's Review and Acceptance Commissioning and Go-Live Corporation Counsel's Review and Acceptance Maintenance and Technical Support Deliverable 1: On-going support for all software components 48 Deliverable 1: System Design Document Deliverable 1: Delivery of system documentation Deliverable 2: Delivery of Administrator, Power User and End-User Training Deliverable 1: Submission of system tesing reports 5 Total in Weeks 3 22 12 8 3 Deliverable 3: Project sign off M6 M9 M10 M11 6 2 Deliverable 1: Deployment of ECMS on production environment Deliverable 2: Delivery of a ECMS Minimum Viable Product (MVP) M1 M2 M3 M4 M5 M12 Deliverable 1: Final Developed ECMS (MVP Installation) M13-24M7 M8Project Milestones and Deliverables Deliverable 2: System design validation 1 2 3 4 Deliverable 2: Iterative Testing Deliverable 1: Inception Report Including Revised Work Plan Deliverable 2: Completion of data migration Case Management System for The Office of the Corporation Counsel - RFP 4548 117 | Page ii. Project Inception: Finalization of Work Plan Phase Project Inception: Finalization of Work Plan Duration 3 weeks Client’s Review and Acceptance 1 week Deliverables 1) Project Inception Report Including Revised Work Plan Major Activities  Finalization of project schedule, workplan and timelines  Arrangement of requisite meetings  Clarification of high-level scope of the project and validation of user requirements  Provision of a technical questionnaire  Preparation and submission of Inception report for Corporation Counsel’s review and approval Upon contract signature, our project team under the supervision of the Project Manager, will enter the two-week Project Inception, during which we will focus on finalizing the project schedule, workplan and timelines. Synergy staff (hereinafter Project Team) will work closely with Corporation Counsel’s/County’s designated team to confirm the project management framework, the project roles of the Project team and relevant stakeholders, discuss next steps, and arrange the requisite meetings. The Project Team will define a detailed methodology and approach for the project, including the tasks and activities to be undertaken, milestones and deliverables, timeline for project execution (dates, resources and dependencies), and will identify any major issues such as staff availability problems that may have arisen. The team will include any recommendations regarding changes to the Preliminary Project Plan suggested in this Proposal. Another important activity that the Project team will perform is to clarify the high-level scope of the project, elaborate on requirements that were not clear during proposal preparation stage and cross-check the validity of requirements. Following the submission of the Inception Report, 1 week will be allocated for Client’s review and acceptance, which is included in the project timeline. Scope of Inception Report | The report is quite comprehensive and covers the following main sections:  Stakeholder Register | The Project team will define with the Client the project stakeholders and categorize if there are primary and secondary stakeholders. We will also indicate the focal Case Management System for The Office of the Corporation Counsel - RFP 4548 118 | Page points from each Unit according to the required qualifications for the implementation of this project.  Project Plan | The plan is based on the work plan included in our submitted proposal and any other changes that might come up during the project inception phase. This section also describes the development methodology and process, required project phases, approach to the SDD, system customization and integration processes.  Communication Plan | This project will result in significant changes from the current work environment; therefore, it is essential to create a structured communications approach to address the changes before, during and after the implementation. Throughout its lifecycle the Project Manager will be responsible for disseminating Project information. The information will be shared via regular reports (at various levels) in a timely manner. The main objectives of the Communications Plan are to (1) identify timeframes required to provide clear and timely exchange of information, (2) determine the media to be used to bring specific information to stakeholders who need information, (3) define measurable goals for effectiveness, (4) build feedback mechanisms for gaining continuous feedback about how the system is perceived by the stakeholder groups and (5) maintain the level of active participation required throughout the lifecycle.  Deployment Plan | This section describes the security, environment maintenance and system monitoring (logs and environment) for the Synergy eCase based ECMS.  Quality assurance | This section provides detailed information on the testing plan, specifying each test definition, participants and methodology, the tools used and the envisioned process for testing.  Training plan | This plan is based on the training plan included in our proposal and any other changes that might come up during the inception stage.  Support and maintenance | This section provides overview of the scope of warranty and technical support service and key activities, system monitoring, and describes the maintenance for delivery of The System.  High-level solution design | This section describes the core Synergy eCase platform on which the ECMS is envisioned to be developed, including the technical architecture and technology service interconnections, the high-level description of which is provided within this technical proposal.  Security design | This section describes the high-level architecture of the system distribution by different zones, such as application, database, and SAN. It also elaborates on the general terms proposed, backup and recovery terms and any other specific requirements indicated by INTEPROL.  Risks, assumptions, and mitigation plan | During project inception, we also prepare a risk register and Risk Management Plan, which defines how risks associated with the project will be identified, analyzed, and managed. The risk register includes but is not limited to the Local Case Management System for The Office of the Corporation Counsel - RFP 4548 119 | Page Capacity, Project Implementation Support, Sustainability, Integrations, Risk Management, etc., and any other key assumption discovered throughout the project inception. In other words, the project team provides the high-level information by the end of the project inception phase, and we update and enlarge the scope of the documentation after the preparation of System Design Document (SDD), development and training phases. In addition, we update the manuals with each official release, and following the final hand-over of the system we deliver the finalized versions of the technical and system documentation of ECMS. Case Management System for The Office of the Corporation Counsel - RFP 4548 120 | Page iii. System Analysis: Needs Assessment and Preparation of System Design Document and Minimum Viable Product (MVP) The phase of system analysis consists of 2 sub-phases, namely Needs Assessment and preparation of System Design Document along with development of the Minimum Viable Product (MVP) of ECMS. We comply with the County’s intention to implement software and training within six months of notice to proceed date. a. Needs Assessment The purpose of the needs assessment sub-phase is the initiation of data gathering and its assessment. It is important to note that for digitalization and automation projects similar to this one, bidding documents are not always sufficient. Synergy team having dozens of implementations worldwide have prepared list of documents (questionnaires, surveys, templates etc.) the completion of which enables the team to have the full scope of required information. The Project team will provide a technical questionnaire to be filled in by the Corporation Counsel, which includes all the technical specifications of the envisioned system such as the size of data to be processed, attachment size, number of users/concurrent users, system availability requirements, number of environments (testing, training, production), etc. Based on the responses, Synergy database and application teams will provide the exact specifications for hosting the system on Cloud. Phase System Analysis: Needs Assessment and Preparation of System Design Document and Minimum Viable Product (MVP) Duration 22 weeks Client’s Review and Acceptance 2 weeks Deliverables 1) System Design Document (SDD) 2) Delivery of a ECMS Minimum Viable Product (MVP) Major Activities  Initiation of data gathering required for defining the project scope  In-person workshops with Corporation Counsel’s staff for needs assessment purposes  Assessment of data collected by Corporation Counsel  Provision of consultancy and subject matter expertise  Based on needs assessment output preparation of SDD  Preparation of an MVP Case Management System for The Office of the Corporation Counsel - RFP 4548 121 | Page Prior to traveling to Hawaii and conducting meetings with Corporation Counsel dedicated team, the Project team will provide the Corporation Counsel with data collection questionnaires, templates and surveys covering all information required from the Corporation Counsel team to collect for the Project team. This will provide the Project Team with the opportunity to have sufficient information regarding the documents, forms and processes that should be assessed. b. Preparation of System Design Document and Working Prototype of the ECMS Upon the assessment of collected information necessary for understanding the project scope, the project team will proceed to conduct a System Design Study and accordingly prepare the System Design Document. In-person meetings will be organized with Corporation Counsel staff to estimate and analyze the current processes and existing systems, and based on the assessment analysis, clarify the structural basis as well as functional requirements of Synergy eCase based ECMS. The process will assist in supplementing on the identification of user requirements. Synergy team will review and document the existing workflows in Corporation Counsel through numerous data gathering methodologies, such as document reviews, user interviews, envisioned system analysis and so on, which will provide the team with the opportunity to have a complete view of the problem to be addressed and parameters for the proposed ECMS. Based on the definitions of the key functional and technical requirements a System Design Document (SDD) will describe in detail the system concept specific to the needs of the client, a breakdown of higher-level components and their relationships (i.e., workflow) with each. The SDD will aim at developing a common understanding between the Project Team from one side and Corporation Counsel from the other, on the functionality that the system will support and will serve as a guiding document throughout the project implementation. It will describe in detail the system concept specific to the needs of the Corporation Counsel, a breakdown of higher-level components and their relationships (i.e., workflow) with each other by diagrams, models, flowcharts, scenarios, or use-cases of the system behavior. It will present the main requirements and specifications, including anticipated focal points such as case record data entry forms, document templates, and case workflow to be supported by the system. Another advantage of Synergy’s adopted approach is that during system design study the project team develops a working prototype of the system instead of visual prototypes and mockups. The working prototype will be configured based on Synergy eCase. This way, the Minimum Viable Product (MVP) of the future system will be presented to Corporation Counsel, which will be finalized during development phase. Synergy eCase being a low-code software will enable the configuration of ECMS through a graphical user interface where possible. Through the set of configuration tools, so called builders: Case Management System for The Office of the Corporation Counsel - RFP 4548 122 | Page Workflow Builder, Form Builder, Knowledge Builder, Report Builder, Template/Document Generation, Page Builder and other services, the project manager together with systems analysts will configure Synergy eCase in line with ECMS requirements. The combination of SDD preparation and development of an MVP results in extending the duration of system analysis phase and decreasing the duration of development and customization phase. We have dedicated 22 weeks overall for this phase and 2 weeks for Corporation Counsel’s review and approval. The Project team will work in close collaboration with Corporation Counsel during the 22 weeks, thus 2 weeks will be sufficient for Corporation Counsel to review and for the Project team to revise everything in case there is a need. Case Management System for The Office of the Corporation Counsel - RFP 4548 123 | Page iv. Development and Customization of ECMS Phase Development and Customization of ECMS Duration 12 weeks Client’s Review and Acceptance 2 weeks Deliverables 1) Final Developed ECMS (MVP installation) 2) Completion of data migration Major Activities  Deployment of qualification and staging environments  Customization of data fields, workflow, templates, reports, and dashboards  Customization Permissions, Notifications and Rules  Development of project specific features/modules  Integrations and system configurations for authentication, authorization, monitoring and logs  Assessment of the database and performance of data migration  Iterative system testing We have allocated 3 months for finalizing the development efforts for the ECMS and Synergy eCase customization. The Project Manager will coordinate and guide the work of Synergy’s specialized technical teams (software and database developers, UI/UX developers, QA, and documentation teams), and also will coordinate the work with the staff assigned by Corporation Counsel to ensure quick and satisfactory performance. By the end of ECMS Development, the Project Team will provide Release Notes for all patches/upgrades for each new release during development cycles. a. Data Migration from Laserfiche database In scope of the ECMS development, data migration will be performed. Define Migration Strategy and Plan | As a first step, The Project team will work closely with Corporation Counsel to analyze the data maintained electronically, which needs to be migrated into the ECMS. Data migration will be performed during the development phase and will be completed by the launch of the system. Prepare for Migration | In order to facilitate the data migration process, we will need the data to be provided in a structured format. As another option, we can be granted direct access (just read-only access) to the source databases. The data structure will be based on the new system’s requirements and a predefined format will be produced. The existing data will be formatted based Case Management System for The Office of the Corporation Counsel - RFP 4548 124 | Page on this structure. Perform the Migration | In this phase, we will specify the data migration environment and required project resources, quality checks, error and correction requirements, acceptance criteria, data cleansing process which should be done by the Corporation Counsel staff, etc. Any issues encountered will be reported for troubleshooting and verification. Data migration will be performed in a manner that ensures proper data validation and system testing. Steps will be taken to ensure that the current business operations continue uninterrupted and that critical lines of business are maintained. If relevant data is available in paper format, it needs to be manually uploaded to the system based on the predefined data structure. Validate Migration | Following data conversion, we will ensure that duplicate data is eliminated, reducing the risk of unreliable reports. The data on both the new and old systems will be checked to see if any inconsistencies exist. Finalize the Process | At the end of the process, another review will be held by Corporation Counsel to get acceptance on the successful data migration. Once the data is verified and the new environment is running smoothly, the new system will be turned over to the users for a live run. On the other hand, it is assumed that production environment provision will be arranged by the end of development phase to enable Synergy to complete necessary configurations and deployments. v. Testing and Adjustment of ECMS Phase Testing and Adjustment of ECMS Duration 8 weeks Client’s Review and Acceptance 2 weeks Deliverables 1) Submission of system testing reports 2) Iterative Testing Major Activities  Introduction for Corporation Counsel Working group to conduct UAT testing  Provision of test cases, scenarios to the Working group  Implementation of corrections based on Working group’s feedback Iterative testing will be performed during development iterations and during UAT. We have allocated 8 weeks for testing followed by 2 weeks for making final adjustments updating the system. Thus, the Development and Customization phase will be performed in a series of sprints, in which automated and manual tests will be carried out by Synergy’s Quality Assurance (QA) specialists in conjunction with the technical specialists assigned by Corporation Counsel to define adjustments. Refer to section The acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, Case Management System for The Office of the Corporation Counsel - RFP 4548 125 | Page resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing for more detailed information on testing. User Acceptance Testing Following the development and customization of the ECMS, Synergy will implement User Acceptance Testing (UAT) via questionnaires and/or interviews with key user groups in Corporation Counsel. UAT will be conducted before ECMS goes live. UAT will allow system endusers to validate the software against the requirements. UAT includes testing of all major functions, processes, and interfacing systems and will cover the required functionalities of the system, for each user role and module defined in the testing scenario. We strongly recommend conducting UAT sessions during the development process as well as at the end of each development cycle. Experts from the Project QA team and Corporation Counsel team should participate in user acceptance testing. The QA team will work closely with Corporation Counsel designated staff to prepare the UAT document that will include criteria agreed upon during the contract stage. It will also include all positive and negative testing scenarios. The team will prepare clear instructions for test users to enable them to carry out the test cases systematically, and to record the results and problems encountered in a clear and efficient manner. The QA team will provide test results forms to record the UAT results by each test user. The forms capture the functionality, which is being tested, date of the test, the location, the name of the tester and their signature. QA team will also provide bug report forms to enable test users to record problems/bugs encountered during testing. Case Management System for The Office of the Corporation Counsel - RFP 4548 126 | Page vi. Training and Knowledge Transfer Phase Training and Knowledge Transfer Duration 3 weeks (as required within six months of notice to proceed date) Client’s Review and Acceptance 1 week Deliverables 1) Delivery of system documentation 2) Delivery of Administrator Training 3) Delivery of End-User Training Major Activities  Finalization and submission of all system documentation  On-site Administrator training  On-site End-user training Preliminary Training Plan Synergy has more than 25 years’ total experience in developing customized training programs and providing tailored capacity building activities for different user groups based on the analysis of the needs and future application to ensure that users know not only how to operate the system, but also why using it can help them complete their work more effectively. The Project team will conduct face-to-face and on-the-job training and capacity building sessions to develop the skills and competencies of Corporation Counsel staff. Below is the preliminary Training Plan based on the information we currently possess about the expected training scope. After the detailed examination of the environment on the ground, we will adjust the Training Plan, finalize the key areas where the training sessions should be organized, outline the exact training scope and envisioned activities, clarify the duration, training types tailored to the roles of the system users, expected number of participants, curriculum, etc. and submit it to Corporation Counsel for acceptance. We have envisioned three (3) types of training sessions, which will be conducted simultaneously with the last weeks of the MVP development. The sessions are:  Power User Training  Administrator training  End-User training During the maintenance and support phase, follow-up or refresher training sessions can be organized upon need to ensure continued competence and address any emerging needs. If issues or questions arise, these training sessions provide a platform to resolve them, promoting a more efficient and knowledgeable team. Case Management System for The Office of the Corporation Counsel - RFP 4548 127 | Page a. Technical Administrator User Training Venue County of Hawaii (It is assumed that County will provide the training venue and training facilities) Duration 1 week No. of trainees 3 IT staff No. of trainers 1 Topics covered  Database and application administration,  Initial deployment of the services,  Understanding the elements of each application and how it relates to the total system,  Security strategies, logging, and alerting,  Configuration, customization, administration, and maintenance of the system,  Administration Centre, System structure management,  User management, Data management, System configuration,  Security/permission/access policy settings, Workflow management,  General operation and functionality of all non-administration system modules,  Business processes and key functionalities based on their defined user-roles,  Basic and advanced use of each application of the software,  Screen interface/navigation requirements,  Analytics and data visualization,  Training techniques/methodologies. No. of Hours/Session from 10:00 am to 17:30 pm Training Materials User Manual, PPT Presentation, etc. Administrator user training starts with the overview of ECMS architecture. High-level topics covered are database and application administration, initial deployment of the services, security strategies, logging and alerting, backup logic and restore solutions, maintenance, and troubleshooting. Also, these users will be sufficiently educated for managing system structure management, user management, security/permission/access policy settings, data management, and workflow management, configuration, troubleshooting. At the end of Administrator user training, we conduct a Q&A session, which is followed by the final test and wrap-up session. Case Management System for The Office of the Corporation Counsel - RFP 4548 128 | Page The participants in the Administrator user training should be technical specialists, for example system analysts, project managers, software developers, systems engineers, database administrators etc. They should have a minimum of a BS in computer science/engineering and at least 3 years of hands-on experience. Detailed staff qualification requirements will be agreed and shared with the client during project inception stage. Administrator Training sessions are designed to facilitate sustainability and full client ownership/independence and integration and setup of the system in the most effective manner. Furthermore, training will help personnel in developing the skills needed to fully utilize the system's capabilities and features, as well as give them with a working knowledge of the system as it applies to their daily job functions and departmental procedures. System Administrator Training workshops are supplemented by comprehensive manuals for the Administration Center module. b. General End-User Training Venue County of Hawaii (It is assumed that County will provide the training venue and training facilities) Duration 1 week Number of trainees TBD Number of trainers 1 Topics covered  General operation and functionality of all non-administration system modules  Business processes and key functionalities based on their defined user-roles  Screen interface/navigation requirements  System analytics and data visualization No. of Hours/Session from 10:00 am to 17:30 pm Training Materials User Manual, PPT Presentation, etc. Topics covered will include the general operation and functionality of all non-administration system modules. The training will also focus on the business processes and key functionalities and modules based on their defined user-roles and screen interface/navigation requirements. Training will be conducted by the Project Team together with the trainees who participated in the ToT training session. The End-User Training will be held in person and via remote channels through a combination of group and individual sessions that leverages a “training environment” for practical exercises, such as generating reports. The Training will be supplemented by the distribution of a Case Management System for The Office of the Corporation Counsel - RFP 4548 129 | Page comprehensive user guidelines and training manuals (Systems Manuals, Training Manuals, Operational Guides) in English, as well as other training aids such as video tutorials and an on-line help facility within the application. c. Power User Training Venue County of Hawaii (It is assumed that County will provide the training venue and training facilities) Duration 1 week Number of trainees TBD Number of trainers 1 Topics covered  Understanding the application, Data management  Security and access control, Performance optimization and troubleshooting  Business processes and workflows, Collaboration, and communication  Reporting and analytics  Training and support No. of Hours/Session from 10:00 am to 17:30 pm Training Materials User Manual, PPT Presentation, etc. The training will concentrate mainly on enabling Power users to learn about the different modules and elements of the application, and how they fit together to form a complete system. During the training sessions users may learn As Power User is a more advanced user who requires in-depth knowledge of the system to perform specific tasks or roles the trainings will cover the additional features or configuration options within the system, as a result, the Power User training topics will focus on advanced features, configuration options, and data management, reporting and analytics, performance optimization and troubleshooting, collaboration, communication, integration, and API management. Topics will also include basic training and support for other users. Case Management System for The Office of the Corporation Counsel - RFP 4548 130 | Page vii. Commissioning and Go-Live Phase Commissioning and Go-Live Duration 2 weeks Client’s Review and Acceptance 2 weeks Deliverables 1) Deployment of ECMS on production environment 2) System design validation 3) Project Sign off Major Activities  Deployment of ECMS on production environment  Final configurations of system setup  Meetings and workshops with the Steering committee for system design validation and Project Sign off During the commissioning phase the ECMS will be deployed to the production environment. Once the ECMS is launched, the Project team (DBA, DevOps, and IT) ensure that all system setups are done accurately and that the system functions properly, as required and agreed with Corporation Counsel. It is also assumed that all project closure activities, specifically final system design validation and phase Project sign off will be part of this phase. The Project Team will organize meetings to officially present the ECMS and ensure the system’s final installation in the dedicated production environment. Following the go-live, the Project team will provide technical support and maintenance services for the deployed ECMS. Case Management System for The Office of the Corporation Counsel - RFP 4548 131 | Page viii. Technical Support and Maintenance As for the remote access and assistance, we propose Synergy's Global Learning and Development Center, which located in Yerevan, Armenia, from where remote maintenance can be provided. This location is convenient in terms of expert capacity and time zone. We will provide 1 year of technical support, which can be extended further in line with the requirements of the Invitation to Bid. The Project team will provide the support services according to a Service Level Agreement (SLA), which will be jointly defined between County and Synergy. A number of items will be covered in the SLA including the various levels of support required, priority of issues, time zones to be catered for, frequency of data backups, response times and maintenance downtime. Upon agreement over these various conditions and support services, County and Synergy will agree to some defined services and adhere to those. Synergy will thoroughly outline the severity levels and priorities within the SLA. Priority is a measurement of urgency, while severity is a measurement of impact. The impact of an event on the business is measured by incident severity levels, which are important for immediately assessing the impact and setting priorities for the IT, Technical Support, and DevOps teams. With precise definitions of severity levels and priorities, the Project team will be able to address each level by diving straight into a fix. In most of the times the two measurements are perfectly aligned; nevertheless, as part of our strategy, we will define these measurements in close collaboration with Corporation Counsel to ensure that both the Support team and Corporation Counsel share the same understanding on the terms. The priority/severity levels for incidents are defined as follows:  Critical | Very high - Major disruption of the system where Corporation Counsel is not functioning as intended due to hardware or LAN issue. Critical functions of the Software affected.  Major | High - Significant disruption to the users’ ability to use the Software. System performance is degraded.  Minor | Medium - Limited to no disruption. Limited or secondary functions affected. Critical functions not affected, and business processes continue to operate.  Improvement, New Feature | Low - No disruption, with the reported issue having no impact on the critical functions of the Software. For each of the priority/severity levels detailed use cases will be defined. The Project team will provide a full range of technical support for the deployed system. The Case Management System for The Office of the Corporation Counsel - RFP 4548 132 | Page following items are included in Synergy's support package:  Preventive Maintenance | Security alerts and critical security patches/upgrades.  Corrective Maintenance | Provision of bug fixes and patches along with necessary technical information to address and resolve any detected system malfunctions if any. In addition, minor change requests will also be accommodated during this phase.  Software Updates and Adaptive Maintenance | Updates/patches to latest versions of the software and operating system. Reasonable database tuning, data quality review, maintenance reports, license updates, and any other maintenance activities and reports to ensure the proper functioning and performance of the system.  Emergency Maintenance | Providing advice on application issues via Issue Tracker, phone, and e-mail.  Perfective Maintenance | the scope of perfective maintenance should be defined. Integrations identified as being within the scope of the contract will be covered, as will minor change requests. If the change request requires significant development efforts and is deemed to be outside the scope of the current contract, a price estimate will be provided for further consideration. The cycle of handling incidents and the cycle of managing change requests is being organized through an online Issue Tracker, namely Synergy Service Desk. The authorized staff are trained to guide the users in using the ticketing system (issue request submission system). Synergy Service Desk allows authorized users/administrators to submit issues, review status of modifications, escalate the request, communicate with the support team, and approve changes (thereby closing the request). Upon creating a ticket, the user will need to fill-in the information about the issue including the type, description, severity, number of affected users, operational impact, related documents/screenshots etc. The list of required information can be changed, if necessary. After opening the ticket, the system will create a log and will assign a log ID, for future references of user’s issue. On the other hand, to facilitate the technical support for Corporation Counsel staff, various documentation will be provided to Corporation Counsel to enable ongoing support activities and release management. Synergy Service Desk Login Page Case Management System for The Office of the Corporation Counsel - RFP 4548 133 | Page IV. Services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. Throughout the project lifecycle an integrated change management process will be in place. Synergy Project Manager will review the change requests against the priorly agreed Project Management Plan, analyze the requests, approve the changes, implement them, and communicate the decisions to stakeholders. Thus, the Project Manager will be in charge of managing changes to requirements, deliverables, project schedule, budget, solution design, acceptance criteria, and other project documents. A clearly defined integrated change management process can help the Project Manager make better decisions for the successful implementation of the project by determining the effects of a proposed change even before its implementation. Based on our experience, the anticipated types of change requests usually fall under the following categories: Preventative action | Done to ensure that future performance aligns with the project management plan. Preventive actions might include revising the project team before commencing the project to ensure the timely and successful completion of the project. Corrective action | Aimed at correcting an issue and realigning the future performance of the project with the project management plan. An example of corrective action can be increasing the number of team members to speed up the project in progress to extend beyond the deadline. Defect repair | Within this category, actions are undertaken to fix an issue with the product. Bug fixing can fall under defect repair. Updates | This kind of change requests usually refer to revisions to the project documents, including but not limited to RTM, Solution Implementation Plan, Test Plan, and Training Plan. These updates are usually made based on feedback from a client. Review the change request Analyze the request Approve the change Implement the change Inform stakeholders Case Management System for The Office of the Corporation Counsel - RFP 4548 134 | Page V. Steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. Based on our experience, the implementation of large-scale information systems can either be a catalytic moment for introducing an urgently needed and sustainable IT system, or a missed opportunity in the sense that a confluence of risks and negative factors can undermine even the best designed IT system. In many cases, those risk factors have more to do with institutional and management issues rather than technical or technological issues. In our view, the main potential risks to the timely and satisfactory completion of the project might include: Phase Potential Risk Impact Significance Level (H, M, L) Probability of Occurrence (H, M, L) Risk Mitigation Measures to be Taken Implementation / PostImplementation Lack of political will and high-profile champions to shape a favorable overall political and institutional environment for the effective use and longterm viability of the system. High H L Top management should be engaged in the project from the early stages to create awareness on the ECMS within Corporation Counsel. It is also critical to form a strong working group consisting of key users and functional staff from the client side, who will be highly involved in the project from its commencement, and most importantly during the training phase. Thanks to our agile methodology, we will deploy the ECMS early in the software implementation cycle so that respective working group and technical users can participate in and contribute to the design and review stages, thereby securing Case Management System for The Office of the Corporation Counsel - RFP 4548 135 | Page critical organizational buy-in and at the same time minimizes the chances of unmet expectations. Implementation / PostImplementation Sudden and disruptive staff turnover, with lack of contingency planning on IT system management in case of sudden staff turnover. Medium H L We will provide comprehensive, practical on-thejob training to the users of the ECMS so that they build the internal resources necessary to continue administering the systems without disruption in cases of staff turnover. The Project Team will work closely with the client from the very beginning of the project to ensure that they can gradually take over the system maintenance throughout the implementation cycle. Implementation / PostImplementation Lack of sufficient human resources within the client organization to carry out necessary tasks during and after the IT system implementation High M L We will work with Corporation Counsel to form a stakeholder team and focal points consisting of functional staff to sensitize all relevant partners about the tangible value of the system. In doing so, the client will be able to secure the political buy-in necessary to engage stakeholders in data entry and reporting, as well as general usage of the system. Prior to the project start, Synergy will develop project and communication plans that will be based on the initial plan suggested in the proposal. The communication plan will define a communication approach to address the changes that will occur before, during, and after the project implementation. To clearly define the key roles and responsibilities of the team members involved in the project, Case Management System for The Office of the Corporation Counsel - RFP 4548 136 | Page Synergy and Corporation Counsel will prepare RACI chart - visual representation of functional role that each team member plays. Implementation Delays due to scheduling conflicts at various stages of project implementation High M L We will report to the Client any early warning signs of potential risks to the system’s effective roll-out and sustainability so that timely preventive measures can be taken. This will be consistent with our overall capacity support and advisory role on any matters during and after the implementation in order to ensure the most effective usage and maximum sustainability. PostImplementation Post-implementation abandonment due to certain nonconformities detected too late Medium M M This Technical Proposal includes the provision of Technical Support services upon contract arrangement. Implementation Delay in approval of deliverables by client Medium M M All stakeholders involved in the review and approval of milestones, deliverables, documents, etc., need to respond in a timely manner as will be agreed in the contract. Case Management System for The Office of the Corporation Counsel - RFP 4548 137 | Page VI. Resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. i. Project Manager | Ara Araratyan Name of Personnel Ara Araratyan Position for this assignment Project Manager Nationality Armenian Language proficiency English: excellent Russian: excellent Armenian: native Education/ Qualifications Bachelor’s degree (BS) in Informatics and Applied Mathematics from Yerevan State University Employment Record/ Experience 2020 - present At Synergy International Systems, Inc. As Project Manager/Change Management Expert From 2001 – 2020 At HSBC Bank Armenia CJSC As IT Specialist/Manager IT Operations/Head of IT Infrastructure Delivery From 1998 – 2000 At Armcommunication Bank As Specialist at International Banking Department From 1997 – 2001 At Armmedservice LTD As IT Specialist Employing organization: Synergy International Systems, Inc. Title/Position: Project Manager/Systems Analyst/Change Management Expert Case Management System for The Office of the Corporation Counsel - RFP 4548 138 | Page Duration: 2020 – present Mr. Ara Araratyan is an IT Project Manager/Systems Analyst/Change management Expert with experience in coordinating diverse and concurrent projects. Mr. Araratyan oversees communicating with clients for establishing business rules and system requirements in the initial stages of the project, creating, and managing project and communication plans, requirements matrices, resource requirements, and other project-related documentation. Mr. Araratyan has 20 years of experience in IT, and due to his excellent teamwork, communication, and analytical skills, he is in charge of conducting needs assessment missions and supporting the development processes for Synergy’s projects, as well as assisting clients during and after project implementation. Mr. Araratyan holds bachelor’s degree (BS) in Informatics and Applied Mathematics from Yerevan State University. His expertise also extends to change management, where he uses it to cope with challenging transitions, ensure good communication, and promote adaptation before and after project execution. Mr. Araratyan has strong project management and change management skills such as communication skills, stakeholder engagement, leadership, strategic thinking, problem solving skills, trainer’s expertise, metrics and evaluation skills, collaboration and technological proficiency. Reference to Prior Work/Assignments: Project: Needs Assessment Study for Evaluating the Readiness of Jamaica’s Justice Sector for the Implementation of IECMS Position: Project Manager/Systems Analyst Client: Rwanda Cooperation Initiative (RCI) Duration: 2023 - ongoing Description: As part of the Rwanda Cooperation Initiative, efforts were made to share Rwanda's valuable experience in digitalizing the justice sector through partnership with Synergy. The initiative in Jamaica was guided by a comprehensive Needs Assessment Report, which examined the readiness of the justice sector, offering insights into past conditions and providing focused recommendations. The consultancy services implemented encompassed a range of crucial Case Management System for The Office of the Corporation Counsel - RFP 4548 139 | Page activities. These included evaluating existing procedural laws, conducting in-depth assessments of correctional, prosecution, judiciary, and investigation processes, and analyzing the justice sector's ICT capacity and infrastructure. A comprehensive gap analysis was performed to identify areas for targeted enhancements. The project also involved shaping a strategic digitalization strategy tailored to Jamaica's specific needs and actively participating in the development of the infrastructure conceptual design. Additionally, the conceptual and technical architecture design for the envisioned case management system was created, aligning optimally with Jamaica's court case management requirements. In his role Mr. Ara Araratyan contributed significantly to the needs assessment phase of the Jamaica justice system project. This involved conducting on- site visits, engaging in meetings with relevant stakeholders, and actively participating in the preparation of essential documents. Project: Jail Management System for the Department of Correctional Services Position: Project Manager Client: IDB Duration: 2022 - ongoing Description: IDB funded project for Developing Jail Management System for the Department of Correctional Services. The objective of this project is to automate the business processes and digitalize operations of correctional centers and jails. Mr. Araratyan has conducted on-site visits and meetings with all relevant stakeholders, prepared the System Requirements Study and SDD documents, led the development team for the development of operational prototypes and the CMS system. Mr. Araratyan is a key intermediary between Synergy’s technical teams and system enduser. Project: Development and Delivery of Management Information System for the Justice Sector of Co-operative Republic of Guyana Position: Project Manager Client: The Ministry of Legal Affairs of Guyana Duration: 2020 - ongoing Description: In October 2020, Synergy International Systems and PricewaterhouseCoopers Advisory Services Limited were contracted Case Management System for The Office of the Corporation Counsel - RFP 4548 140 | Page by Ministry of Legal Affairs to implement a Management Information System for the justice sector in Guyana. As a Project Manager, Mr. Araratyan works closely with the Client. He is responsible for the management and coordination of all project phases: Inception, Need Assessment, System Design and Architecture, Development, Testing, Training and Deployment. Mr. Araratyan ensures smooth and timely delivery of the project in accordance with the agreed implementation timeline. Thanks to his problem-solving skills, he is a key intermediary between Synergy’s technical teams and system end-user. Mr. Araratyan is planning to provide trainings and change management activities within the project as well. Project: eCase Management system for National Anticorruption Bureau of Ukraine (NABU) and Specialised Anticorruption Prosecutor’s Office (SAPO) Position: Systems Analyst/Change Management Expert Client: National Anticorruption Bureau of Ukraine (NABU) and Specialised Anticorruption Prosecutor’s Office (SAPO) Duration: 2020-ongoing Description: Synergy International Systems has been contracted to design, develop and supply an eCase Management System for the National Anti-corruption Bureau of Ukraine, the Specialized Anticorruption Prosecutor’s Office, and the High Anti-Corruption Court. The eCase Management System (eCase MS) will be developed for the anti-corruption bodies within the framework of the European Union Anti-Corruption Initiative (EUACI), the largest EU supported program in the sphere of anti-corruption in Ukraine. It is financed by the European Union, and co-financed and implemented by the Danish Ministry of Foreign Affairs (DANIDA). Within the project, Mr. Araratyan is responsible for the coordination of security and penetration tests, certification, and system improvements. He participated in functional, user acceptance and performance tests and delivered the documentation accordingly. Mr. Araratyan is in charge of stakeholder management, change management as well as coordination of additional deliverables. Case Management System for The Office of the Corporation Counsel - RFP 4548 141 | Page Project: Development, deployment, and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) Position: Systems Analyst Client: Ministry of Justice, UNDP Rwanda Duration: 2020 - ongoing Description: Synergy International Systems, Inc. has been contracted by the Ministry of Justice to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS). IECMS is a sector-wide platform for all relevant JRLOS (The Justice, Reconciliation, Law and Order Sector) institutions of Rwanda involved in the provision of justice to citizens. The IECMS serves as the single point of entry for securing and quickly recording all judicial case information and efficiently sharing that information among relevant sector institutions. Mr. Araratyan joined the IECMS team in 2020 and since then is responsible for coordinating, mapping, and integrating business process workflows for the project. He works closely with staff to ensure smooth change management process as well as make sure that the system accurately reflects the judicial processes and guidelines in Rwanda. Project: Electronic Court Case Management Information System for the Judiciary of Uganda Position: Systems Analyst/Change Management Expert Client: Judiciary of Uganda/ World Bank Duration: 2020 - ongoing Description: Synergy has been contracted by the Judiciary of Uganda to develop an Electronic Court Case Management Information System (ECMIS). The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The proposed system should automate and track all aspects of a case life cycle from initial filing through disposition and appeal as to each individual party for any case type. The envisioned ECMIS solution should provide each court and court level with a configured interface to perform its specific function restricting access based on user roles, permissions, and jurisdiction levels. Case Management System for The Office of the Corporation Counsel - RFP 4548 142 | Page As a System Analyst, Mr. Araratyan assists the Project Manager to clarify requirements and manage the cross-functional team of experts working on the project and provides change management services. References Reference 1: Ashot Hovanesian, President and CEO 8500 Leesburg Pike, Suite 314 Vienna, VA 22182 USA Tel: 703-883-1119 Email: ashot.hovanesian@synisys.com Case Management System for The Office of the Corporation Counsel - RFP 4548 143 | Page ii. Systems Analyst | Karen Avetisyan Name of Personnel Karen Avetisyan Position for this assignment Systems Analyst Nationality Armenian Language proficiency English: excellent Russian: excellent Armenian: native Education/ Qualifications MS in Management and Financial Management, Armenian State University of Economics, 2012 BA in Management, Armenian State University of Economics, 2007 Professional certifications N/A Employment Record/ Experience 2019 - present At Synergy International Systems, Inc. As IT Project Manager/Business Analyst 2011-2019 At HSBC Bank As Senior IT Officer/It Project Manager Employing organization: Synergy International Systems, Inc. Title/Position: IT Project Manager/Business Analyst Duration: 2019 – present Mr. Avetisyan is an IT Project Manager/Business Analyst with an experience of coordinating diverse and concurrent projects. In particular, Mr. Avetisyan is in charge of communicating with clients for establishing business rules and system requirements in the initial stages of the project, creating, and managing project and communication plans, requirements matrices, resource requirements, and other project-related documentation. He also conducts needs assessments missions and training sessions for Case Management System for The Office of the Corporation Counsel - RFP 4548 144 | Page Synergy’s projects worldwide, as well as supports clients during and after project implementation. o Moreover, Mr. Avetisyan is specialized in IT Security domain and within Synergy he is responsible for yearly ISO certification and security auditing. o Mr. Avetisyan holds bachelor’s degree in management and master’s degree in management and financial management from Armenian State University of Economics. This comprehensive background, coupled with practical experience, positions him as a skilled consultant capable of delivering effective solutions for a range of projects. Reference to Prior Work/Assignments: Project: Needs Assessment Study for Evaluating the Readiness of Jamaica’s Justice Sector for the Implementation of IECMS. Position: eJustice Consultant/Systems Analyst Client: Rwanda Cooperation Initiative (RCI) Duration: 2023 - ongoing Description: As part of the Rwanda Cooperation Initiative, efforts were made to share Rwanda's valuable experience in digitalizing the justice sector through partnership with Synergy. The initiative in Jamaica was guided by a comprehensive Needs Assessment Report, which examined the readiness of the justice sector, offering insights into past conditions and providing focused recommendations. The consultancy services implemented encompassed a range of crucial activities. These included evaluating existing procedural laws, conducting in-depth assessments of correctional, prosecution, judiciary, and investigation processes, and analyzing the justice sector's ICT capacity and infrastructure. A comprehensive gap analysis was performed to identify areas for targeted enhancements. The project also involved shaping a strategic digitalization strategy tailored to Jamaica's specific needs and actively participating in the development of the infrastructure conceptual design. Additionally, the conceptual and technical architecture design for the envisioned case management system Case Management System for The Office of the Corporation Counsel - RFP 4548 145 | Page was created, aligning optimally with Jamaica's court case management requirements. Mr. Avetisyan played a crucial role in the Jamaica project, focusing on the envisioned system structure, logic, and design in collaboration with the client. He conducted an in-depth ICT Stateof-the-Art Analysis, identified bottlenecks in existing case management processes, and actively contributed to the redesign and reengineering of processes to align with digitalization goals. Project: Electronic Court Case Management Information System for the Judiciary of Uganda Position: Project Manager Client: Judiciary of Uganda Duration: 2019 – ongoing Description: Synergy has been contracted by the Judiciary of Uganda to develop an ECCMIS. The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The proposed system will automate and track all aspects of a case life cycle from initial filing through disposition and appeal as to each individual party for any case type. The envisioned ECMIS solution will provide each court and court level with a configured interface to perform its specific function restricting access based on user roles, permissions, and jurisdiction levels. Mr. Avetisyan has been working with the Project Manager and the Client on ECCMIS structure, logic, and system design. He is responsible for formulating conceptual frameworks on client needs and translating those needs into an operational IT solution. Possessing high skills in training sessions, he is also responsible for the conduction of trainings for system users. Project: eCase Management system for National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s office (SAPO) Position: Business Analyst Client: National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s office (SAPO) Duration: 2020 - ongoing Case Management System for The Office of the Corporation Counsel - RFP 4548 146 | Page Description: Synergy International Systems has won a contract to design, develop, and supply an eCase Management System for the National Anti-corruption Bureau of Ukraine, the Specialized Anticorruption Prosecutor’s Office, and the High Anti-Corruption Court. The eCase Management System (eCase MS) will be developed for the anti-corruption bodies within the framework of the European Union Anti-Corruption Initiative (EUACI), the largest EU-supported program in the sphere of anti-corruption in Ukraine. It is financed by the European Union, and co-financed and implemented by the Danish Ministry of Foreign Affairs (DANIDA). Within the project, Mr. Avetisyan acts as a Business Analyst and responsible for assessment of processes, determination of requirements and delivery of data-driven recommendations and reports to the Client. Project: Development, deployment, and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) Position: Business Analyst Client: Judiciary of Rwanda Duration: 201 - ongoing Description: Synergy International Systems, Inc. has been contracted to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS) for Rwanda. IECMS is a sector-wide platform for all the relevant JRLOS (The Justice, Reconciliation, Law and Order Sector) institutions of Rwanda involved in the provision of justice to citizens. The IECMS already serves as the single point of entry for securing and quickly recording all judicial case information and efficiently sharing that information among relevant sector institutions. Mr. Avetisyan joined Synergy in 2019 and got engaged in the IECMS project as a Business Analyst. Mr. Avetisyan is working closely with relevant judicial bodies to ensure that the required system specifications are implemented and that the Case Management System fully reflects the required judicial processes and guidelines. Case Management System for The Office of the Corporation Counsel - RFP 4548 147 | Page . Previous employment experience: Employing organization: HSBC Bank Armenia Duration: 2017 – 2019 Title/Position(s): Senior IT Officer/It Project Manager Mr. Avetisyan’s responsibilities were the following: • Business requirement and process flow analyses • Local team management • Key stakeholder management • Project coordination between multiple technical and business teams • Implementation of new policies and procedures • Existing IT infrastructure upgrade • IT key personnel management Project: POS Terminal Management System/Credit Card Acquiring System Position: Business Analyst/3rd line Production Support Client: Worldline Belgium Duration: 2019 Jun – 2019 Oct Description: Continues project to support merging of various Pos Terminal management systems and Card acquiring systems of companies that were procured by Worldline. The project scope was data flow analyses between multiple related systems and migrating the processes to Worldline systems. The project also included development of support framework. As a Business Analyst/3rd line Production Support specialist Mr. Karen Avetisyan performed activities, such as Process and Data flow analyses between multiple complex financial systems, standardization of identified processes, development, and implementation of Pos Management System support framework. Project: Credit Card Issuing System Upgrade Position: Project IT Lead/ System Administrator Client: HSBC Bank Armenia Duration: 2018 - 2019 Description: The project was aimed to upgrading and implementing credit card issuing solutions compliant to latest industry standards (PCIDSS) and best practices Case Management System for The Office of the Corporation Counsel - RFP 4548 148 | Page As Project IT lead Mr. Karen Avetisyan coordinated communication between business stakeholders, technical teams and 3rd party provider of the solution as well as local banking sector regulator. The scope of work included final assurance of compliance to Payment Card Industry Data Security Standard (PCIDSS) and local regulatory policies. As system administrator Mr. Karen Avetisyan participated in hardware procurement and further implementation, as well as operating environment setup including server estate and network setup. Project: Customer Statement Management Application Position: IT Project Manager/Business Analyst Client: HSBC Bank Armenia Duration: 2017 - 2018 Description: The project was aimed to develop a software solution compliant to Regulatory standards in scope of customer statement management.  As an IT Project Manager/Business Analyst Mr. Karen Avetisyan performed several activities such as Local Regulatory requirements analyses and business Requirement gathering, leading the project from its initial concept until its continuous development. Determination and setup of several integrations with dependency systems, like Core Banking System, reporting system and mailing systems Coordination of development and back-office teams Employing organization: HSBC Bank Armenia Duration: 2011 – 2017 Title/Position(s): Senior IT Specialist Mr. Avetisyan’s responsibilities were the following: • Planning and further migration of disaster recovery datacenter to Central bank of Armenia • Keeping relation and contract management with local Banking sector regulator (CBA) • Coordination of multiple regional technical teams, to organize smooth migration process. • Budget management • MI reporting Case Management System for The Office of the Corporation Counsel - RFP 4548 149 | Page • Enterprise Services infrastructure upgrade • Planning and determining redevelopment requirements of local applications • Identifying relations and dependencies of about 60 applications • Project management, coordination between 5 technical teams, including DEV team and various international infrastructure management teams. Project: Global Standards Enterprise Solution Position: IT Local Lead Client: HSBC Bank PLC Duration: 2015 - 2018 Description: Global Program to standardize anti money laundering, regulatory compliance, customer due diligence experience in entire HSBC Group. The program included multiple components – Implementation of new business processes and standardization of already existing one, new global system development (Including CDD and AML components), standardization of already existing local systems. As a Local Program lead Mr. Karen Avetisyan performed below activities • Business requirement and process flow analyses • Local team management • Key stakeholder management • Project coordination between multiple technical and business teams • Implementation of new policies and procedures As IT lead Mr. Karen Avetisyan performed below activities • Existing IT infrastructure upgrade • IT key personnel management Project: Datacenter migration to Central Bank of Armenia premises. Position: Project Manager/System Administrator Client: HSBC Bank Armenia Duration: 2014- 2015 Description: The project was aimed to develop redundant disaster recovery infrastructure. As a Project Manager/System Administrator Mr. Karen Avetisyan performed several Activities Case Management System for The Office of the Corporation Counsel - RFP 4548 150 | Page • Planning and further migration of disaster recovery datacenter to Central bank of Armenia • Keeping relation and contract management with local Banking sector regulator (CBA) • Coordination of multiple regional technical teams, to organize smooth migration process. • Budget management • MI reporting • Enterprise Services infrastructure upgrade • Planning and determining redevelopment requirements of local applications • Identifying relations and dependencies of about 60 applications Project management, coordination between 5 technical teams, including DEV team and various international infrastructure management teams References Reference 1: Ashot Hovanesian, President and CEO 8500 Leesburg Pike, Suite 314 Vienna, VA 22182 USA Tel: 703-883-1119 Email: ashot.hovanesian@synisys.com Case Management System for The Office of the Corporation Counsel - RFP 4548 151 | Page iii. Software Developer | Tigran Yesayan Name of Personnel Tigran Yesayan Position for this assignment Software Engineer/Developer Nationality Armenian Language proficiency English: excellent Russian: excellent Armenian: native Education/ Qualifications Master’s Degree in Informatics and Applied Mathematics from Yerevan State University - 2012 Bachelor’s Degree in Informatics and Applied Mathematics from Yerevan State University - 2010 Employment Record/ Experience From 2011 due time At Synergy International Systems, Inc. As Software Engineer Employing organization: Synergy International Systems, Inc. Title/Position: Software Engineer Duration: 2011 – present Mr. Yesayan is an experienced Software Engineer and Technical Team Lead. He has experience in defining and designing large-scale MIS (Management Information System) systems on multiple implementations for Synergy and plays a key role in the development of numerous web-based systems. Mr. Yesayan has a thorough knowledge of Synergy’s solutions. He participates in the design of system architectures, as well as the software development process, working in the software development team to ensure that key objectives such as the delivery of prototypes, offline development, testing and final launch are achieved in a timely fashion. Mr. Yesayan has worked on multiple Synergy projects for many countries around the world, such as Rwanda, Papua New Guinea, USA, Moldova. Reference to Prior Work/Assignments: Case Management System for The Office of the Corporation Counsel - RFP 4548 152 | Page Project: Development, deployment and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) for Papua New Guinea Position: Software Engineer/Technical Team Lead Client: National Judicial Staff Service (NJSS) of Papua New Guinea Duration: 2018 - ongoing Description: Synergy International Systems, Inc. has been awarded the contract by the National Judicial Service of Papua New Guinea (NJS) to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS), a sectorwide platform for all relevant judiciary institutions (The Justice, Reconciliation, Law and Order Sector) involved in the provision of justice to citizens. The IECMS is expected to serve as the single point of entry for securing and quickly recording all judicial case information and efficiently sharing that information among relevant sector institutions. In addition, the IECMS will act as a content management tool for collecting case-related information from a range of judicial institutions in one place by creating a judicial archive of all processed cases. The IECMS will also provide data analysis and generate reports to support judicial decision-making processes. Mr. Yesayan is responsible for overseeing the software development team to ensure that key objectives such as the delivery of prototypes, testing and final launch are achieved in a timely fashion. Project: Development, deployment and operational support of the Justice Sector Integrated Electronic Case Management System (IECMS) Position: Software Engineer/Technical Team Lead Client: UNDP Rwanda, Ministry of Justice Duration: 2014 - ongoing Description: Synergy International Systems, Inc. has been contracted by UNDP Rwanda to lead the formulation and development of the Justice Sector Integrated Electronic Case Management System (IECMS). The IECMS is a sector-wide platform for all relevant JRLOS (The Justice, Reconciliation, Law and Order Sector) institutions of Rwanda involved in the provision of justice to citizens. The IECMS is expected to serve as the single point of entry for securing and quickly recording all judicial case information and Case Management System for The Office of the Corporation Counsel - RFP 4548 153 | Page efficiently sharing that information among relevant sector institutions. Mr. Yesayan is working closely with the Project Manager, identifying the Client’s needs and designing algorithms to provide continuous work of the system. Project: Development and Implementation of the Forensic Case Management System (FCMS) Position: Software Engineer/Technical Team Lead Client: UNDP Moldova Duration: 2021 - ongoing Description: Synergy has been awarded a contract to develop Forensic Case Management System (FCMS) within the UNDP “Strengthening Efficiency and Access to Justice in Moldova” Project (A2J Project). The main purpose of the Forensic Case Management System (FCMS) is to improve process management, records keeping including information and documents related to the field of judicial expertise, ensure the custody of evidence and improve access to justice for the vulnerable groups at the subnational level. Mr. Yesayan works closely with the Software Developer team and IT professionals to create, troubleshoot the envisioned system. He is also responsible for discovering potential defects and finding the right solutions to correct them. Project: DC Office of Human Rights Case Management System Position: Software Engineer/Technical Team Lead Client: DC Court of Human Rights Duration: 2016 - 2017 Description: The District of Columbia Commission of Human Rights (COHR) awarded a contract to Synergy International Systems, Inc. to provide an electronic Case Management System (CMS) for the registration and processing of cases related to human rights violations. The main objective of the DC COHR CMS is to support the COHR with online complaint registration and e-filing. The Case Management System is designed using the Synergy eCase platform, with customized case registration forms, and configurable workflows and user access permissions. Through a public user interface, Case Management System for The Office of the Corporation Counsel - RFP 4548 154 | Page registrants can access their cases to view the status and receive automated updates and notifications directly to their email. Mr. Yesayan worked closely with the Project Manager, System Analyst as well as Developer Team to design the overall system development processes, defining key system features and functionalities, taking into account the needs of all system stakeholders. Project: Implementation of Development Assistance Database (DAD) for the Government of Somalia and Somaliland Position: Software Developer Client: Government of Somalia and Somaliland Duration: 2011-2014 Description: In 2010, the United Nations Development Program (UNDP) Country Office in Somalia contracted Synergy International Systems for the design, development and implementation of aid information management systems for the Governments of Somalia and Somaliland. These activities fall under UNDP Somalia’s mandate to establish aid coordination and management systems/mechanisms, as well as to support tracking, monitoring, and decision making on external aid, as established in the Reconstruction and Development Program (RDP). Mr. Yesayan worked closely with the Software Developer team and IT professionals to create and troubleshoot the envisioned system. He was also responsible for discovering potential defects and finding the right solutions to correct them. References Reference 1: Ashot Hovanesian, President and CEO 8500 Leesburg Pike, Suite 314 Vienna, VA 22182 USA Tel: 703-883-1119 Email: ashot.hovanesian@synisys.com Case Management System for The Office of the Corporation Counsel - RFP 4548 155 | Page iv. Database Designer | Natalya Dombaeva Name of Personnel Natalya Dombaeva Position for this assignment Database Designer Nationality Armenian Language proficiency English: excellent Russian: excellent Armenian: native Education/ Qualifications Master’s Degree in Mathematics, Yerevan State University, 2002 Yerevan State University, Bachelor’s Degree in Mathematics, 2000 Employment Record/ Experience 2005 - present At Synergy International Systems, Inc. As Database Designer Employing organization: Synergy International Systems, Inc. Title/Position: Database Designer Duration: 2008 – present Ms. Natalya Dombaeva has been a Database Designer at Synergy International Systems since 2005, where she has established herself as a critical player in the design, development, and maintenance of robust database systems. With over a decade of experience in the industry, Natalya is well-versed in database architecture, SQL programming, data modeling, and performance optimization. Her deep understanding of complex data structures and her attention to detail have earned her a reputation for delivering efficient and scalable database solutions. Reference to Prior Work/Assignments: Project: Integrated Office Management System Client: Council of Europe Positions held: Senior Database Designer Case Management System for The Office of the Corporation Counsel - RFP 4548 156 | Page Duration: April 2022 – in progress The Council of Europe is implementing a Project Support for the execution by Armenia of judgments in respect of Article 6 of the European Convention on Human Rights. This project includes design and development of IOM system, which is based on IDM, with embedded Case management and Document management to optimize and digitize the case management and document processing within the Office of the Representative of the Republic of Armenia Before the European Court of Human Rights. Working closely with the project manager, system analyst, and team, Ms. Dombaeva designed the PostgreSQL database structure for the system, which includes the tables, columns, indexes, views, and triggers. Project: Electronic Court Case Management Information System for the Judiciary of Uganda Client: Judiciary of Uganda Positions held: Senior Database Designer Duration: 2019 - ongoing Description: In scope of the project of Electronic Court Case Management Information System for the Judiciary of Uganda she designed the database structure (PostgreSQL), configured and implemented stored procedures, views and optimization of query performance. The objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. Working closely with the project manager, system analyst, and team, Ms. Dombaeva designed the PostgreSQL database structure for the system, which includes the tables, columns, indexes, views, and triggers. Project: Forensic Case Management System Duration: 2022 - ongoing Client: UNDP Moldova Positions held: Senior Database Designer. Description: UNDP funded the project for developing Forensic Case Management System for Forensic Institutions in Moldova. This system is based on IDM and will bring together in a single information space all the data and processes in which the staff of Case Management System for The Office of the Corporation Counsel - RFP 4548 157 | Page the national forensic institutions and the employees of other public institutions within the justice chain Ms. Dombaeva was in charge of developing the intricate database design (PostgreSQL), which included all the necessary tables, indexes, views, constraints, triggers, stored procedures, and other database-specific constructs for storing, retrieving, and deleting permanent objects. Project: Jail Management System for the Department of Correctional Services Duration: 2022 - ongoing Client: IDB Positions held: Senior Database Designer Description: IDB funded project for Developing Jail Management System for the Department of Correctional Services. The objective of this project is to automate the business processes and digitalize operations of correctional centers and jails. Together with the team and project manager, Ms. Dombaeva created the PostgreSQL database structure for the system, which includes the tables, fields, indexes, views, and triggers. She also set guidelines for the database's data integrity and security measures. Project: Integrated Electronic Case Management System Duration: 2020 - ongoing Client: Judicial Service Commission in Zimbabwe Positions held: Senior Database Designer Description: The Judicial Service Commission in Zimbabwe funded the project for developing Integrated Electronic Case Management System, which will streamline and digitalize the business processes of all the courts. Ms. Dombaeva worked with the team and project manager and designed the database structure (PostgreSQL) (including tables, fields, indexes, views, and triggers) of the system and also established rules for data integrity and security protocols within the database. Project: M&E Duration: 2017 - ongoing Client: Belgian Technical Cooperation (BTC) Case Management System for The Office of the Corporation Counsel - RFP 4548 158 | Page Positions held: Senior Database Designer Description: The international development organization of the Belgian government, Belgian Technical Cooperation (BTC), has chosen Synergy Indicata (M&E solution) as its enterprise Monitoring Software. More than 200 initiatives and projects from the organization are tracked by BTC's IDM-powered system across 14 partner nations. Together with the project manager, system analyst, and team, Ms. Dombaeva developed the PostgreSQL database structure for the system, which comprises of the tables, columns, indexes, views, and triggers. Project: Social Protection Management Information System Duration: 2014 - 2017 Client: World Bank Positions held: Database Designer Description: The project was funded by the World Bank to develop the social protection management information system of the National Social Protection Agency (NSPA) of Maldives. The system is based on IDM and automates workflows for beneficiary applications, data collection and verification, official approvals, as well as payment and tracking of financial assistance. Ms. Dombaeva’s contributions included defining relational database structure, stored procedures and query optimization, (MS SQL Server, Oracle); creating and maintaining all databases required for development, testing, and production usage. Project: Development Assistance Database (DAD) Duration: 2005 – 2010 Positions held: Database Designer Client: Government of the Islamic Republic of Afghanistan Description: The Development Assistance Database (DAD) was created to help the Government of the Islamic Republic of Afghanistan track development and reconstruction aid more effectively. The dual-language (English and Dari) online system is managed by the Budget Department of the Ministry of Finance. The complex database design, which included all the essential tables, indexes, views, constraints, triggers, stored procedures, and other database-specific constructs for storing, retrieving, and Case Management System for The Office of the Corporation Counsel - RFP 4548 159 | Page removing permanent items, was Ms. Dombaeva’s responsibility to create. References Reference 1: Ashot Hovanesian, President and CEO 8500 Leesburg Pike, Suite 314 Vienna, VA 22182 USA Tel: 703-883-1119 Email: ashot.hovanesian@synisys.com Case Management System for The Office of the Corporation Counsel - RFP 4548 160 | Page v. Quality Assurance Expert | Luiza Suryan Name of Personnel Luiza Suryan Position for this assignment Quality Assurance Expert Nationality Armenian Language proficiency English: excellent Russian: excellent Armenian: native Education/ Qualifications Master’s Degree in Mathematics, Yerevan State University, 2002 Yerevan State University, Bachelor’s Degree in Mathematics, 2000 Employment Record/ Experience 2008 - present At Synergy International Systems, Inc. As Quality Assurance Specialist Employing organization: Synergy International Systems, Inc. Title/Position: Quality Assurance Specialist Duration: 2008 – present Ms. Luiza Suryan is an accomplished Quality Assurance Specialist with extensive experience in the information technology and services industry. She has a proven track record of excellence in Agile methodologies, load testing, database management, quality assurance, and test planning. Ms. Suryan’s expertise is backed by a solid academic foundation, holding a Master's degree in Mathematics from Yerevan State University. Through her comprehensive skills and dedication, she consistently contributes to the successful delivery of high-quality implementations based on Synergy’s off-the-shelf products. Reference to Prior Work/Assignments: Project: eCase Management System Position: Senior QA Expert Case Management System for The Office of the Corporation Counsel - RFP 4548 161 | Page Client: National Anticorruption Bureau of Ukraine (NABU) and Specialized Anticorruption Prosecutor’s office (SAPO) Duration: 2019 - ongoing Description: Synergy International Systems has won a contract to design, develop, and supply an eCase Management System for the National Anti-corruption Bureau of Ukraine, the Specialized Anticorruption Prosecutor’s Office, and the High Anti-Corruption Court. The eCase Management System (eCase MS) will be developed for the anti-corruption bodies within the framework of the European Union Anti-Corruption Initiative (EUACI), the largest EU-supported program in the sphere of anti-corruption in Ukraine. It is financed by the European Union, and co-financed and implemented by the Danish Ministry of Foreign Affairs (DANIDA). As a Senior QA, Ms. Suryan has led the QA team and is responsible for designing, developing, and maintaining test cases and strategies for system testing and multiple user scenarios. Project: Integrated Electronic Case Management System (IECMS) Position: Senior QA Expert Client: Judicial Service Commission of Zimbabwe Duration: 2020 - ongoing Description: Main project features: The Judicial Service Commission (JSC) of the Republic of Zimbabwe is encountering challenges in ensuring timely and effective service delivery due to the lack of systems and limited institutional capacity. The absence of an all-encompassing platform that reflects the current business processes of the judiciary, creates a considerable impediment to the effective handling and resolution of cases in a timely manner. Subsequently, JSC strives to improve judicial services and enable easy communication and better service delivery for the people of Zimbabwe. In December 2020, Synergy International Systems was awarded by The Judicial Service Commission (JSC) of the Republic of Zimbabwe to implement Integrated Electronic Case Management System (IECMS) for the Judicial Service Commission of Zimbabwe. As a Senior QA, Ms. Suryan is currently leading the QA team and is responsible for designing, developing, and maintaining test cases and strategies for system testing and multiple user scenarios. Case Management System for The Office of the Corporation Counsel - RFP 4548 162 | Page Project: Electronic Court Case Management Information System for the Judiciary of Uganda Position: Senior QA Expert Client: Judiciary of Uganda/ World Bank Duration: 2019 - ongoing Description: Synergy has been contracted by the Judiciary of Uganda to develop an Electronic Court Case Management Information System (ECMIS). The overall objective of the assignment is to implement a software solution that will integrate all the courts under one IT umbrella. The proposed system should automate and track all aspects of a case life cycle from initial filing through disposition and appeal to each individual party for any case type. The envisioned ECMIS solution should provide each court and court level with a configured interface to perform its specific function and restricting access based on user roles, permissions, and jurisdiction levels. As a software tester, Ms. Suryan is responsible for preparing and implementing a system-testing plan according to Synergy’s internal quality assurance policies and accordingly client’s procedures. Her contributions also include the preparation of reports in order to communicate outcomes of QA activities, as well as perform data analysis to identify areas for improvement in the quality system. Project: Results-based management M&E system for MFA Netherlands Position: Software Tester Client: Ministry of Foreign Affairs of Netherlands Duration: 2017 - ongoing Description: The Dutch Ministry of Foreign Affairs, represented by the Directorate General for International Cooperation, is setting up an online monitoring and evaluation system to support the corporate transition to the results-based management. Synergy has been contracted to design, develop and implement the Results Management System for the MFA. As a Quality Engineer Specialist, Ms. Suryan is responsible for preparing and implementing a system-testing plan according to Synergy’s internal quality assurance policies and accordingly client’s procedures. Her contributions also include the preparation of reports in order to communicate outcomes of QA activities, as well Case Management System for The Office of the Corporation Counsel - RFP 4548 163 | Page perform data analysis to identify areas for improvement in the quality system. Project: Implementation of Financial Budgeting Management System for MCA Armenia Position held: QA Specialist Client: Millennium Challenge Account Armenia Duration: 2010-2011 Description: Synergy International Systems was contracted in January 2010 for the design, customization, and installation of a compact level Monitoring & Evaluation information system. The Management Information System (MIS) for the Millennium Challenge Account (MCA) Armenia (MCA MIS) is a modular system designed specifically for the needs of Millennium Challenge Account management. Ms. Suryan designed and executed test plans, developed test cases, and used various testing techniques to identify bugs, inconsistencies, or issues in the software. She also collaborated closely with developers and project managers to communicate defects, suggest improvements, and confirm that resolutions align with project goals. Project: Development Assistance Database (DAD) Position held: QA Specialist Client: Government of the Islamic Republic of Afghanistan Duration: 2008-2012 Description: The Development Assistance Database (DAD) was created to help the Government of the Islamic Republic of Afghanistan track development and reconstruction aid more effectively. The dual-language (English and Dari) online system is managed by the Budget Department of the Ministry of Finance. As a software tester, Ms. Suryan was responsible for preparing and implementing a system-testing plan according to Synergy’s internal quality assurance policies and accordingly client’s procedures. Her contributions also includde the preparation of reports in order to communicate outcomes of QA activities, as well as perform data analysis to identify areas for improvement in the quality system. Case Management System for The Office of the Corporation Counsel - RFP 4548 164 | Page References Reference 1: Ashot Hovanesian, President and CEO 8500 Leesburg Pike, Suite 314 Vienna, VA 22182 USA Tel: 703-883-1119 Email: ashot.hovanesian@synisys.com Case Management System for The Office of the Corporation Counsel - RFP 4548 165 | Page VII. The acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. Based on the complexity and scope of each system, 3-6 QA specialists are dedicated to the project. These experts, in close collaboration with our client, prepare a Test Plan that will detail the testing approach, the types of testing and test scenarios conducted to ensure that the software application responds to the criteria defined in the Requirements Traceability Matrix (RTM). Synergy QA specialists have a solid knowledge of various QA software tools, such as ZAP Proxy, SQLMap, Testssl.sh, Jasmine, Karma, Protractor, Junit, Mockito, Hamcrest, Spring-test, Selenium, Selenium Fluent, Cucumber JVM, Locust, Gatling etc. Our QA specialists employ a hierarchical approach by conducting different levels of testing and are well-prepared for rigorous ECMS testing and fine-tuning right from the prototyping stage all the way through the final delivery within ECMS testing environment. Synergy will provide test cases to uncover any potential bottlenecks of the system. Those test cases will specify the inputs, actions, or events to ensure that the functionality and the overall system is performing as required. The RTM will be used for identifying the test cases and ensuring that all system requirements have been met during the Verification process. Testing documentation will be provided to the stakeholder teams throughout testing period. The following testing activities will be conducted: • Unit Testing | This type of testing will be carried out to ensure that all the individual components / units (fields, modules) of the solution functionality are performing properly. The developer's manager performs a review and sign-off on the test results. If problems are noted, the developer addresses the problem, makes appropriate modifications in the development environment, and submits it to Quality Assurance for testing. Tests are performed automatically and the testing scripts with data are incorporated into the source code. Unit Testing will be conducted during the development and configuration of the ECMS and will be completed satisfactorily prior to moving into System Testing. • Integration Testing | To verify functional, performance, and reliability requirements placed on system components, our experts group the system components in larger aggregates, and conduct integrity testing of system modules. This testing also includes validation of the Case Management System for The Office of the Corporation Counsel - RFP 4548 166 | Page successful exchange of information between the ECMS and all interfacing systems. The success criterion is the ability of the system as a whole and all its subsystems, including third-party components, to interact in accordance with Functional Requirements. • Regression Testing | To ensure that the addition of new components will not negatively affect the correction of past issues regression testing will be conducted on an as-needed basis to pre-emptively catch any bugs created by the implementation of new components. • Performance (Load) Testing | Performance testing is the process of determining whether the system’s speed, scalability, and stability meet the requirements under the expected load. The tests help to find and fix performance bottlenecks, identify system behavior under extreme load, and detect the breaking point of the system. The performance tests aim at identifying how many concurrent users the system can have and are usually run-on environments that mimic the production environment in terms of security and performance. Based on the requirement data collected, the testing tools are selected, the environment and infrastructure are set up, test cases are identified, the total user load to be simulated is determined, and test metrics are specified. In the next step, performance tests are created and executed for a predefined time. The test results are then deciphered to find the system bottlenecks and shared with the relevant stakeholders. • User Acceptance Testing | Synergy will implement User Acceptance Testing (UAT) via questionnaires and/or interviews with key user groups in the Corporation Counsel. UAT will be conducted before the system goes live. UAT will allow system end-users to validate the software against the requirements. UAT includes testing of all major functions, processes, and interfacing systems and will cover the required functionalities of the system, for each user role and module defined in the testing scenario. Experts from the Project QA team, Corporation Counsel’s focal team, and other stakeholders should participate in user acceptance testing. The QA team will work closely with Corporation Counsel’s designated staff to prepare the UAT document that will include criteria agreed upon during the contract stage. It will also include all positive and negative testing scenarios. The team will prepare clear instructions for test users to enable them to carry out the test cases systematically, and to record the results and problems encountered in a clear and efficient manner. The QA team will provide test results forms to record the UAT results by each test user. The forms capture the functionality, which is being tested, date of the test, the location, the name of the tester and their signature. QA team will also provide bug report forms to enable test users to record problems/bugs encountered during testing. Synergy has its own bug/defect prioritization mechanism with defined rules and procedures for resolution time and issue escalation. We will follow the below table of defect prioritization to Case Management System for The Office of the Corporation Counsel - RFP 4548 167 | Page define the bugs/defects during the system testing. The resolution time for each level of defect will be agreed with the County in advance. There will be an escalation of defect resolution requests for situations which require additional or higher-level resources. Defect Level Definition 1 A documented Defect that causes: a) Complete application failure or application unavailability b) Application failure or unavailability in one or more of Authorized Users locations, or c) Systemic loss of multiple essential system functions. 2 A documented Defect that causes: a) Repeated, consistent failure of Essential Functionality affecting more than one user; or Loss or corruption of data. 3 A Level 1 Defect with an existing Circumvention Procedure, or a Level 2 Defect that affects only one user or for which there is an existing Circumvention Procedure. 4 A Documented Defect that causes failure of Non-Essential Functionality or a cosmetic or other Documented Defect that does not qualify as any other service level defect. Each testing phase (Unit Testing, Integration Testing, Regression Testing, User Acceptance Testing (UAT)) has its entry and exit criteria. The following table illustrates those criteria for each testing phase. Case Management System for The Office of the Corporation Counsel - RFP 4548 168 | Page Testing Entry Criteria Exit Criteria Unit Testing  Completion of the Enterprise Analysis and Design.  Requirements Traceability Matrix (RTM) is defined and approved.  Conceptual Design Documentation, Solution Implementation Plan and other relevant documents are finalized and approved.  Availability of testable codes or units.  Availability of the test environment.  Satisfactory execution of the unit tests.  All the identified defects have been fixed and closed.  System code is complete. Regression/Integration Testing  Completion of unit testing phase.  Priority defects found during unit testing have been fixed and closed.  Development is code complete.  Availability of system testing environment.  Availability of testing tools.  Availability of test cases.  Satisfactory execution of the integration, regression tests.  Successful execution of the overall system testing.  Priority defects have been fixed and closed.  The RTM requirements have been met.  System is compatible with supported hardware and software. Case Management System for The Office of the Corporation Counsel - RFP 4548 169 | Page Testing Entry Criteria Exit Criteria User Acceptance Testing (UAT)  Satisfactory completion of system testing phase.  Priority defects found during previous testing activities have been fixed and closed.  RTM has been met.  Corporation Counsel’s reviewing staff and other stakeholders have been trained.  Availability of the acceptance testing environment.  Availability of test cases.  Successful execution of the UAT.  Approval from management to stop UAT.  Fulfillment of business requirements.  No critical defects have been left out.  Signing off acceptance testing. Unit Testing, Integration Testing, Regression Testing are performed by Synergy QA and software developers. User Acceptance Testing (UAT), on the other hand, requires the participation of the client’s reviewing staff and other business stakeholders besides the designated experts from the Synergy’s QA team. The County’s reviewing staff and other stakeholders will be responsible for performing testing based on the provided test cases document which covers the main functionalities of the portfolio, data entry, and main parts of the administration module. If issues are noted, the Quality Assurance division documents them and records them in the web-based issue tracker tool called “Service Desk” which is provided by Synergy. Using the issue description, Synergy evaluates and addresses the reported issues. Case Management System for The Office of the Corporation Counsel - RFP 4548 170 | Page VIII. Provide a description of training for power users, technical administrators, and general users of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. Training and knowledge transfer are core pillars of all our projects, and we work closely with our client organizations to impart the knowledge necessary to manage the system on their own. Training is adapted to the specific needs and competencies of every Client, and generally includes some form of general user, system administration, and train-the-trainer workshops. Synergy has more than 25 years’ total experience in developing customized training programs and providing tailored capacity building activities for different user groups based on the analysis of the needs and future application to ensure that users know not only how to operate the system, but also why using it can help them complete their work more effectively. We measure our success not by how well we deliver software to a client, but by how effectively we empower our partners to overcome informational challenges, improve business practices, and make sound decisions based on good data and analysis. Training and Knowledge Transfer Approach Knowledge and skill transfer is integral to the approach to all project activities, and we employ a collaborative approach in tandem with meeting overall project objectives. Our Detailed Approach to Knowledge Transfer We will directly support your requirements to build your capability using our proven and successful approach. Therefore, to ensure maximum benefit we use a practical, “how to” knowledge transfer approach throughout this project. Our Approach is fully designed to meet and satisfy your requirements:  Transfer of Skills to Your Teams  Hands-on Training in Diagnosing, Understanding and Defining Issues and Problems  Coaching, advice, and guidance on the issues as implementation takes place. Our Team of Consultants will involve relevant key stakeholders from Corporation Counsel in the form of hands-on working teams in every aspect of the project, from planning through to implementation. We will provide advice on how to perform the identified project activities. We will provide the trainees with the necessary knowledge to perform the activities, also we will coach, guide and handhold where relevant. We will review the work performed and provide additional Case Management System for The Office of the Corporation Counsel - RFP 4548 171 | Page direction, where relevant. Accordingly, by performing the project activities in such a hands-on manner, the trainees will gain, not only theoretical knowledge, but practical experience and confidence to “steer” others. The workshops, mentoring, proactive and reactive support all provide direct contact time with our team of specialists from which trainees from Corporation Counsel will gain advisory support and guidance in a practically oriented manner. The Knowledge Transfer approach allows a more useful identification of training needs throughout the project and how these should be appropriately addressed in the ECMS Training Plan. We will assess internal capacity and design a unique training program for anticipated ECMS users. The Project Team will work directly with anticipated users and administrators of the system design training sessions specifically tailored to the ECMS for the Corporation Counsel. Synergy will conduct the training on-site and remotely at the client’s facilities, unless otherwise directed by the client. It is also worth mentioning that Synergy team will train the anticipated users so they will be able to participate in the ECMS testing according to their user role, permissions, and fields of activities. For more detailed description please refer to section Training and Knowledge Transfer. Case Management System for The Office of the Corporation Counsel - RFP 4548 172 | Page G. System Reporting, Data Migration and Integration I. System Reporting One of the cornerstone components of the proposed solution is its built-in Analytics and Reporting Module designed specifically for non-technical users. Via this module, the stakeholders will be able to analyze, monitor and report on the performance of the Corporation Counsel using a variety of tools such as data analytics, dashboards and operational report generation. Synergy eCase provides a suite of powerful and user-friendly tools for on-demand data for visualizing and interpreting case data for any level of the judicial system. Synergy eCase will allow users to easily generate various kinds of analytics, such as pre-defined (standardized reports for uniform reporting) and ad hoc (unique reports for specialized reporting needs) reports, charts, matrixes, lists, dashboards covering all levels of the Corporation Counsel. The Report Builder tool will allow authorized users to generate both pre-defined and ad hoc reports with the desired format and frequency through smooth and intuitive user interface. Report generation is instantaneous, and it pulls form/data directly from the live ECMS database. Thus, authorized Corporation Counsel technical and business staff will have self-reporting capabilities. Adding a new report in Synergy eCase demo system Users can easily share analytics that are extracted from the eCase (reports, charts, dashboards) with external people by providing a sandboxed link to specific analytics, which serves for “Public Views”. The system user can share the URL link to the designated party who can open it on a Case Management System for The Office of the Corporation Counsel - RFP 4548 173 | Page browser. In other words, it is not necessary to have access to the system for each and every one, it is enough to share a saved report and they can view it. Judicial Staff Performance Evaluation Report The reports, charts and graphs produced within ECMS can be exported to Excel, Word, and PDF and can be then exported to common word processing software. Export capabilities in Reporting in Synergy eCase demo system In addition to case tracking and revealing trends, inefficiencies or bottlenecks, the Analytics and Reporting Module acts as a Monitoring and Evaluation tool for analyzing and reporting on the performance of sector institutions in the provision of justice. This includes reports and graphic Case Management System for The Office of the Corporation Counsel - RFP 4548 174 | Page presentations of key performance measures and visibility on the case processing, execution, court performance thereby allowing to identify the problematic areas and resolve them. The dashboards are updated in real-time, and one can drill down from one dashboard to another. These comprehensive analytical views can show the performance of the whole Corporation Counsel and can be drilled down to lower level to display the department level execution and even lower to a particular attorney level execution. Results of drilled down information in Synergy eCase demo system Authorized users will have the ability to generate reports with information on the final disposition of a case versus what cases are still pending. The logged in User will have access to a dedicated Dashboard View of their assigned cases. The Dashboard will have the ability to Display case and person dashboard information, User Tasks, Upcoming Calendar Items and Graphical presentation of the Case Status, Case Type and attachments. The Dashboard provides a completely personalized workspace with one-click access to up-to-date information from various generated outputs, including all saved reports and charts. This module will fulfil the information needs of planning administration staff that require seeing an aggregate summary of the information available in the system in various formats, simultaneously, in one screen. The Dashboard enables users to combine different types of analytical views (reports, charts, maps) on a single screen, thereby providing insightful snapshots of the performance of specific officers, departments, and institutions. Users can make use of the intuitive drag-and-drop environment that the Dashboard tool offers for leveraging information assets in real-time through visually rich, responsive and personalized business intelligence dashboards. Case Management System for The Office of the Corporation Counsel - RFP 4548 175 | Page II. Data Migration The capacity to efficiently move data is critical to the successful implementation of any system. The objective of the Data Conversion/Migration is to successfully migrate data from the Corporation Counsel’s source systems into the proposed solution. The Project team will work closely with the Client Team to analyze the data which needs to be migrated into the ECMS. After the analysis, we will produce a migration script, which will allow for smooth and accurate data migration from the source system to ECMS with the required file formats. Data migration will be performed in a way to ensure proper data validation and system testing. The main steps for the successful migration of data to the envisioned ECMS include:  Define Migration Strategy | As a first step, Synergy will work closely with all the stakeholders to analyze the data maintained electronically and determine the scope of data to be migrated into the production version of the ECMS. The main goal is to document a strategy for the migration from the current systems. The strategy will include:  Identifying each legacy system and its type  Documenting the timing for data migration  Documenting the requirements for data migration  Prepare for Migration | In order to facilitate the data migration process, we will need the data to be provided in a structured format. As another option, we can be granted direct access (just read-only access) to the source databases. The data structure will be based on the new system’s requirements and a predefined format will be produced.  Perform Migration | In this phase, we will specify the data migration environment and required project resources, quality checks, error and correction requirements, data cleansing process, acceptance criteria, etc. Any issues encountered will be reported for troubleshooting and verification. Data migration will be performed in a way to ensure proper data validation and system testing. If relevant data is available in paper format, it needs to be manually uploaded to the system based on the predefined data structure.  Validate and Test Migration | Following data migration, we will ensure that duplicate data is eliminated, reducing the risk of unreliable reports. We will verify that the migration has complied with all the requirements of the Client, and that the data moved is viable for future use.  Finalize Migration | At the end of the process, another review will be held by the stakeholders to get acceptance on the successful data migration. Once the data is verified Case Management System for The Office of the Corporation Counsel - RFP 4548 176 | Page and the new environment is running smoothly, the new system will be turned over to the users for a live run. III. Integration We highly prioritize the importance of interoperability capabilities of the systems we deliver, especially in Justice domain. The ECMS will have a built-in interoperability capability to interface with other external systems to retrieve and/or send data thus assuring the openness of the system. Synergy eCase platform has built-in integration gateway (SIG) and underlying technological interoperability capability (APIs) that have been developed to ensure the openness of the technology platform and support data exchange with other external systems. We recommend discussing and analyzing the detailed interoperability requirements and availability of those systems during Needs Assessment. Case Management System for The Office of the Corporation Counsel - RFP 4548 177 | Page H. Cost Proposal Breakdown by Major Products (Products and Services Schedule) Item Number Item Description County's Maximum Price for Each Product or Service 1. 1-time paid Synergy eCase© Perpetual License Fee A 50% discount has been applied to the standard eCase license cost. USD 48,600.00 2. Configuration and Set Up of the Envisioned CMS Please refer to the table below for the breakdown of tasks. USD 113,725.00 3. Travel Expenses The Travel expenses include four trips each for two weeks (56 onsite days in total). The exact distribution of trips (particularly during the Needs Assessment and Training phases) will be finalized upon contract signature. USD 36,720.00 4. Maintenance and Support (4 years) In line with the Invitation to Bid, the total amount has been calculated over a four-year period, beginning from the system's delivery date. However, if the evaluation is based on just one year, please consider USD 40,581. The breakdown per year can be found in the table below. USD 142,846.00 Grand Total of the Financial Proposal (1+2+3) USD 199,045.00 Total Amount (1+2+3) Including Use Tax (4%)3 USD 207,006.80 Breakdown by Major Tasks Cost Item Cost Type Notes Amount in USD Personnel (Configuration and Set Up of the Envisioned CMS) Project Management Deliverablebased Overall planning, coordination, and oversight of the project. USD 41,470.00 System Design and Build-out Deliverablebased Configuration and set up of the envisioned ECMS. USD 41,375.00 3 Based on our interpretation of the County’s tax policy (https://files.hawaii.gov/tax/legal/brochures/Use_brochure-23.pdf), we anticipate that our proposal will be subject to a 4% use tax. This will be confirmed and finalized upon award. Case Management System for The Office of the Corporation Counsel - RFP 4548 178 | Page Testing Deliverablebased Verifying that the system or project components meet requirements and function as expected before full deployment or launch. USD 15,880.00 Training Deliverablebased Includes three sessions: Power User Training, Administrator training, End-User training. USD 15,000.00 Other 1-time paid Synergy eCase© Perpetual License Fee Deliverablebased A 50% discount has been applied to the standard eCase license cost. USD 48,600.00 Travel Expenses Deliverablebased The Travel expenses include four trips each for two weeks (56 onsite days in total). The exact distribution of trips (particularly during the Needs Assessment and Training phases) will be finalized upon contract signature. USD 36,720.00 Sum of the Implementation and First Year’s Costs USD 199,045.00 Total Amount Including Use Tax (4%) USD 207,006.80 Maintenance and Support (Year 1) Recurring In line with the Invitation to Bid, the total amount has been calculated over a four-year period, beginning from the system's delivery date. However, if the evaluation is based on just one year, please consider USD 40,581. USD 40,581.00 Maintenance and Support (Year 2) Recurring A 10% discount has been applied to the first year of maintenance and support. USD 36,522.90 Maintenance and Support (Year 3) Recurring A 10% discount has been applied to the second year of maintenance and support. USD 32,870.61 Maintenance and Support (Year 4) Recurring A 10% discount has been applied to the third year of maintenance and support. USD 29,583.55 Costs Associated with the Four (4) Year Option Periods USD 139,558.06 Total Amount Including Use Tax (4%)4 USD 145,140.38 4 Based on our interpretation of the County’s tax policy (https://files.hawaii.gov/tax/legal/brochures/Use_brochure-23.pdf), we anticipate that our proposal will be subject to a 4% use tax. This will be confirmed and finalized upon award. Case Management System for The Office of the Corporation Counsel - RFP 4548 179 | Page Hourly Rates for Project Personnel Expert Hourly Rate Project Manager USD 94.25 Systems Analyst USD 21.13 Software Developer USD 94.25 Database Designer USD 52.88 Quality Assurance Expert USD 49.63 Case Management System for The Office of the Corporation Counsel - RFP 4548 180 | Page Annex: Power of Attorney to Sign the Proposal Case Management System for The Office of the Corporation Counsel - RFP 4548 181 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 182 | Page Case Management System for The Office of the Corporation Counsel - RFP 4548 183 | Page Bid Zip RFP #4548/Tyler Technologies, Inc._234206/TabulationByVendor_RFP#4548_orgId_234206.pdf County of Hawaii Tabulation Report RFP #4548 - ELECTRONIC CASE MANAGEMENT SYSTEM Vendor: Tyler Technologies, Inc. Page of 1 1 General Comments: General Attachments: County of Hawaii RFP ERP PRO Court RFP from Tyler Technologies.pdf County of Hawaii RFP ERP PRO Court RFP from Tyler Technologies_Redacted.pdf Hawaii County, HI M-S Exceptions 032624 From Tyler Technologies.docx HI Certificate of Good Standing 2024-03-26.pdf Bid Zip RFP #4548/Tyler Technologies, Inc._234206/County of Hawaii RFP ERP PRO Court RFP from Tyler Technologies.pdfCounty of Hawaii RFP ERP PRO Court Jon Atkin ORIGINAL County of Hawai’i Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i 4548 Monday, April 15, 2024 Jon Atkin - Senior Account Executive 5519 53rd St., Lubbock, TX 79414 Phone: 801.244.4300 Email: Jon.Atkin@tylertech.com County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page i Restrictions on Disclosure This response from Tyler Technologies, Inc. (“Tyler”) contains proprietary and confidential information, including trade secrets, belonging to Tyler or Tyler’s partners. Tyler is submitting this response on the express condition that the following portions will not be duplicated, disclosed, or otherwise made available, except for internal evaluation purposes: • Response to the Functional Requirements, or “Checklist” • Line-item pricing (total proposed contract amount may be disclosed) • Screen shots, if any • Detailed information regarding current customers • Detailed employee resumes/CVs • Customized Statement of Work/Implementation Plan To the extent disclosure of those portions is requested or ordered, Tyler requires written notice of the request or order. If disclosure is subject to Tyler’s permission, Tyler will grant that permission in writing, in Tyler’s sole discretion. If disclosure is subject to a court or other legal order, Tyler will take whatever action Tyler deems necessary to protect its proprietary and confidential information and will assume all responsibility and liability associated with that action. Tyler agrees that any portions not listed above and marked accordingly are to be made available for public disclosure, as required under applicable public records laws and procurement processes. Trademarks Disclaimer Because of the nature of this response, third-party hardware and software products may be mentioned by name. These names may be trademarked by the companies that manufacture the products. It is not Tyler’s intent to claim these names or trademarks as our own. Same Tyler Products, New Names Since 1999 Tyler has been building the best array of software solutions for the public sector. If you have spoken with one of our representatives, attended a demonstration, or browsed our website before 2022, you may notice some changes in our products. Many of Tyler’s products are getting new, simplified names. These updated names will be functional in nature, making it easier to understand what our products do. Our products are changing in name only. There will be no change in product functionality, support, or services. You can continue to expect the best with Tyler. We are excited to share this journey into the next evolution of Tyler Technologies. For details, please visit https://www.tylertech.com/about-us/who-we-are/product-name-update-faq County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page ii Monday, April 15, 2024 Cover Letter County of Hawai’i Diane Nakagawa Director of Finance County of Hawai'i 25 Aupuni Street Hilo, HI 96720 Dear Diane Nakagawa, Tyler Technologies, Inc. (Tyler) is pleased to submit the enclosed proposal for your evaluation and consideration in response to the County of Hawai’i’s RFP for Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i. The attached proposal details our complete offering. It includes: • The Municipal Justice software solution • Business Process assessment & consulting • Implementation of software & services • Technical and functional staff training • Ongoing maintenance & support Tyler has carefully reviewed the project goals, stated objectives, and requirements defined within the RFP, and we are excited about the opportunity to work with the County on this project. We are confident that Tyler’s solution brings the right mix of resources, experience, and technology to foster an environment for success. Tyler provides: • Strength – Tyler’s strong financial position and solid business plan ensures that your software is safe from economic downturns. As a publicly traded company, the financial strength of Tyler is transparent. Tyler’s proven track record and long-term business strategy protects your office from the hardship you may have experienced of other vendors that sell unproven solutions. Tyler expects to be your vendor for life. • Experience – Tyler knows HI - Our Business Analysts actively track legislative changes and provide proactive solutions to clients. We make certain that your software is compliant with state statutes and best practices. • Responsiveness – Tyler positions our product lines to run as independent, responsive business units. We have a team of professionals dedicated exclusively to the Tyler solution. Our team is not pulled in multiple directions like other vendors whose staff must develop, support, and implement multiple products with different missions. Tyler responds to your needs. • Continuity – Tyler’s employee longevity helps ensure that your implementation comes from experienced and knowledgeable personnel. More than 60% of employees who were with Tyler a decade ago are still with Tyler today. • Tyler Community – Tyler connects your office to an extensive user community through Tyler Community. Tyler Community is where users share and learn best-practices within a network of hundreds of other users. Users take part in quarterly design nominations and vote for design changes 5519 53rd Street Lubbock, TX 79414 P: 800.646.2633 F: 806.797.4849 www.tylertech.com County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page iii as the Tyler team coordinates ideas from the knowledge base and practical experience of our user community. Your voice matters, and we listen. • Protection – Tyler’s Evergreen philosophy gives clients the latest technology for the life of the product. Evergreen ensures that your software is always up-to-date with current statutes and new technologies. Our development team delivers four quarterly software updates annually to ensure that the County’s office and citizens have a superior experience using the software. • Risk Avoidance – Tyler is the largest government sector software provider in the United States, with more than 37,000 successful installations across 13,000 sites, 7,200+ employees, 4 million cloud users, and over 1 billion in annual revenue. Our commitment and investment in the government technology market is our sole focus and strategy. This proposal and cost schedule is valid and binding for 120 days following the RFP due date. Except as set forth in this proposal, this proposal can be released in part or in total as public information in accordance with the requirements of the laws covering same. Tyler continually seeks out business partners to share in our success rather than just customers. Our partners, like you, understand the difference between value and cost and want what is best for their communities. If you have any questions, please contact Jon Atkin, your Senior Account Executive at 801.244.4300 or via email at Jon.Atkin@tylertech.com for more information. Tyler Technologies authorizes the signatory of this letter to negotiate and bind Tyler Technologies to this response. Respectfully submitted, Sean Marlow President – Municipal and Schools Division Tyler Technologies, Inc. Tax ID # 75-2303920 CERTIFICATE OF SECRETARY OF TYLER TECHNOLOGIES, INC. The undersigned, being the duly elected and qualified Secretary of Tyler Technologies, Inc., a Delaware corporation (“Tyler”), hereby certifies on behalf of Tyler that: 1. Attached hereto is a true, correct and complete copy of resolutions duly adopted by the Executive Committee of the Board of Directors of Tyler. IN WITNESS WHEREOF, the undersigned has executed this Certificate of Secretary on behalf of Tyler as of December 1, 2023. TYLER TECHNOLOGIES, INC. a Delaware corporation By: Name: Abigail M. Diaz Title: Secretary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page i Table of Contents Cover Letter ................................................................................................................................................... ...... ii Executive Summary ............................................................................................................................................. 1 Company Background ......................................................................................................................................... 4 Technical Specifications and Functional Requirements...... .............................................................................. 12 Implementation, Project Management, Training and Ongoing Support .................................................... ...... 19 System Reporting, Data Migration and Integration .......................................................................................... 40 Cost Proposal ................................ .................................................................................................................... 55 Clarifications & Understandings ............................................... ........................................................................ 60 Executive Summary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 1 Executive Summary In response to the County of Hawai’i’s RFP, Tyler is proposing its Municipal Justice solution. Our response reflects our understanding of your requirements and our ability to deliver the quality products and services you need for a successful project. Tyler’s solution represents the pinnacle of public sector software offering an integrated solution of comprehensive applications designed to resolve the County’s complex needs. Choice Though the County of Hawai’i will review many choices during this evaluation process, our goal is to make your choice an easy one. With Tyler, there is no need to move from vendor to vendor, solution to solution, technology to technology. Tyler’s solution is an integral part of a community of employees, customers, and partners who all share a passion for serving the public. As part of that community, the County will have access to all the tools needed to efficiently manage your operations. With the goal of being the last software company you ever choose; Tyler will work for and with you to consistently provide you with the broadest and most advanced public sector solutions available. Court Case Management The Municipal Justice Case Management solution is a fully integrated, graphical application that also provides excellent calendar and document management and so much more. Utilizing a variety of user-defined options, the court system can be configured to fit your individual needs. Users can create a customizable dashboard, schedule their desired reports, and set automated case updates. Easily create master files for persons, attorneys, etc. eliminating the need to re-enter existing information for every case. The existing information can be easily located and attached to a new case. Appealed case filing information can be provided to the Municipal Justice Case Management system from other case management system from a case import file using a generic file interface to remove manual data entry. These features therefore save time for staff. Municipal Justice prides itself on customer service when it comes to training and support. So much so, we provide a complete user reference list of all clients. We feel that when you purchase software, it should be a long-term item, not one that you will be purchasing every few years. Tyler provides on-going development to continually provide enhancements to keep the software on the cutting edge. Compare product for product and you’ll see that Municipal Justice beats the competition hands down. Our feature rich court system will improve your court’s efficiency, accuracy and overall abilities to meet the demanding needs of tracking court cases. Objectives & Scope At Tyler, we are uniquely qualified to meet the needs of the County through our experience, our software, and our absolute commitment to customer satisfaction. Our customers have a direct impact on the evolution of the software and the processes involved in implementing and supporting it. Each of the products and services listed in the response are represented as a description and a list of activities and assumptions. Tyler products will be implemented “off the shelf” without customization or modification, except as detailed in the response. Tyler’s proposed suite offers integrated applications that are specifically designed to enable governments to be more efficient, more accessible, and more responsive to the needs of their citizens. Consistent integration among applications has always been a priority and a key benefit to organizations looking to improve their business practices. The key benefits to the system include, but are not limited to: Executive Summary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 2 • Providing a single, comprehensive, and integrated solution to manage the County’s business functions • Streamlining business processes through automation, integration, and workflows • Providing a user-friendly user interface to promote system use, productivity, and minimize the need for training • Eliminating redundant data entry • Providing many standard reports directly from the software with access to data through inquiry and drill down capabilities • Providing multiple interfaces to commonly used 3rd party systems Comprehensive Software & Services Tyler’s solution is intended to upgrade County of Hawai’i’s departments to the latest system available in today’s marketplace. Tyler’s platform is distinguished from the competitive landscape by the fact that we develop and support 100% of our products in-house. All software development, implementation, and support services are provided solely by our in-house personnel. This has enabled us to build and evolve a software platform and ecosystem that infuses employee passion for industry-specific software automation with the front-line experiences our leading customers have provided. The result of this commitment is the industry’s most powerful, seamless, efficient, user-intuitive, and scalable platform for local government automation. Our group of seasoned consultants, trainers, product experts, and programmers bring years of local government software experience to make your transition a smooth success. Tyler handles the following aspects of your project under a single contract: • System Delivery • Implementation • Training • Support and Maintenance • Software Updates and Upgrades What Sets Tyler Apart There are a number of key differentiators of Tyler that should be viewed as significantly advantageous to the County. First and foremost, all of Tyler’s efforts are focused on providing technology solutions to the public sector. Our attention is not diluted by providing solutions to other industries and our staff are industry experts in the public sector arena. Secondly, Tyler has consciously decided to implement our own projects. We don’t outsource our implementation efforts to 3rd party integrators. We feel this allows us to provide better service to our customers at a much lower cost. Furthermore, due to our expertise in the public sector, we’re able to identify to our customers the best business practices of the public sector more clearly. Our approach to implementation will inevitably result in a project with a greater definition of cost, knowledge transfer, and timeframe. Third, Tyler adheres to a philosophy called “Evergreen Development.” Under this approach, Tyler will provide all future enhancements including platform changes to the Tyler solution to the County as part of its annual maintenance agreement without additional re-licensing fees. This is a significant divergence from the typical business practices of traditional vendors. Executive Summary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 3 Fourth, Tyler has partnered with Amazon Web Services (AWS) for our SaaS and hosted solutions. AWS provides a simple way to access servers, storage, databases, and a broad set of application services over the Internet. A cloud services platform such as Amazon Web Services owns and maintains the network-connected hardware required for these application services, while you provision and use what you need via a web application. With AWS and Tyler, you can: trade capital expense for variable expense, beneﬁt from massive economies of scale, stop guessing capacity, increase speed and agility, and stop spending money running and maintaining local data centers. Fifth, if there are modifications to be delivered through the implementation process, it is important to note that these modifications for the County would become part of the generally-released system available to all clients going forward. This allows our clients on annual maintenance to receive additional functionality from new clients as well as our support team does not have to worry that you have modifications when either supporting or upgrading you. Most vendors today still maintain modifications by individual clients which places more stress on their support teams and cost to the client when upgrading. Commitment At Tyler, we are uniquely qualified to meet the needs of the County through our experience, our software, and our absolute commitment to customer satisfaction. That commitment, along with the consistent evolution of technology and software features, has resulted in a retention rate of more than 98 percent and long-term relationships with our users. With more than 37,000 customers, this partnership is an integral part of who we are and what we do. Our customers have a direct impact on the evolution of the software and the processes involved in implementing and supporting it. Protecting Your Investment for Years to Come Tyler’s “Evergreen” Development Philosophy ensures that the County will always have industry-leading functionality that utilizes current technology. As part of our annual support fee, all enhancements to our software are provided at no additional charge. This allows our users to continue to take advantage of new advances without having to relicense the software. Additionally, these enhancements are delivered in manageable upgrades that do not require a complete reimplementation of the software. Partnership We want to thank the County of Hawai’i for the opportunity to respond to your Request for Proposal and for your time and consideration during the review process. At Tyler, we feel the evaluation and selection of new software should be as much about people as it is product, with the ultimate decision resulting in a partnership between the customer and their chosen software provider. It is our firm belief that Tyler is uniquely qualified to be that partner and more than meets the needs outlined by the County of Hawai’i in this document. Should you agree, we look forward to progressing to the next stage in your evaluation process. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 4 Company Background Company Background 1. Experience and Organizational Capacity: The Proposer shall include in their proposal a statement of relevant experience. The Proposer should thoroughly describe, in the form of a narrative, its experience and success as well as the experience and success of subcontractors, if applicable in providing and/or supporting the proposed solution. In addition, Proposers are required to provide the following information: Tyler Technologies is the largest and most established provider of integrated software and technology services focused on the public sector. Tyler's end-to-end solutions empower local, state, and federal government entities to operate more efficiently and connect more transparently with their constituents and with each other. By connecting data and processes across disparate systems, Tyler's solutions are transforming how clients gain actionable insights that solve problems in their communities. Tyler has more than 37,000 successful installations across more than 13,000 sites, with clients in all 50 states, Canada, the Caribbean, Australia, and other international locations. Our Products With decades of exclusive public sector experience, Tyler is the market leader providing integrated software and services. Subject matter experts and in-depth products result in a sustainable client partnership that delivers the industry’s most comprehensive solution. We provide the industry’s broadest line of software products and offer clients a single source for all their information technology needs in several major areas: Property & Recording, ERP, Civic Services, Land & Official Records, Courts & Justice, Public Safety, Data & Insights, and Schools. We are known for long-standing client relationships, functional and feature-rich products, and the latest technology. In addition to software products, Tyler provides related professional services including installation, data conversion, consulting, training, customization, support, disaster recovery, and application and data hosting. Our Experience Tyler Technologies’ solutions offer the widest breadth of products in the industry, the latest technology available, and an integrated system that can operate in diverse offices throughout a jurisdiction. More importantly, Tyler’s vision and skill in executing that vision is what ultimately leads to a successful implementation and long-term solution for our clients. Our experienced team consists of industry leaders that keep our team moving and making sure we can give you the tools to succeed. Tyler does not customarily utilize sub-contractors in the implementation of its business systems. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 5 i. Proposers shall provide the company name, business address, including headquarters and all local offices, and telephone numbers. Proposer shall provide the company web address. Tyler Office Locations Headquarters: 5101 Tennyson Parkway, Plano, TX 75024 5519 53rd St, Lubbock, TX 79414 To see the complete list of locations as well as an interactive map, please visit: http://www.tylertech.com/abo ut-us/who-we-are/locations ii. Proposers shall provide a description of the Proposer's organization, including names of principals, number of employees, client base, areas of specialization and expertise, and any other information that will assist the Evaluation Committee in formulating an opinion about the stability and strength of the organization. About Tyler Technologies • Empowering government and schools to create safer, smarter, and more vibrant communities • Solutions include Property & Recording, ERP, Civic Services, Health & Human Services, Courts & Justice, Public Safety, Data & Insights, and Schools • Headquartered in Plano, Texas, with 68 office locations across the U.S., Manila, and Canada • Tyler was incorporated in Delaware in November 1989 • Tyler is a publicly traded corporation on the NYSE (TYL) • Founded in 1966 • Exclusively focused on local government since 1997 • More than 37,000 successful installations across 13,000 sites, with clients in all 50 states, Canada, the Caribbean, Australia, and other international locations • Client retention rate of 98% • 7,200+ employees • Annual revenues of $1.85 billion (2022) • Reinvestment of $120M into Research & Development • Scalable products with the smallest jurisdiction (Loving County, Texas, with a population of 82) to the largest (Los Angeles County, California, with a population of 10.1M) Public Sector Focus Tyler’s business units have provided software and services to clients for more than 50 years and have longstanding reputations in the local government market for quality products and customer service. Tyler is the largest company in the United States focused solely on providing software solutions to the public sector. Tyler has many locations across the United States that serve our clients on a local level. We are headquartered in Plano, Texas. We also have offices in Canada and Manila. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 6 While many of our competitors compete in multiple vertical markets, Tyler is singularly focused on the public sector. It is 100 percent of our business. Tyler recognizes that the public sector is generally stable and risk-averse, and craves community accessibility, security, and transparency. That is why local government and school entities seek reliable and efficient software and services from Tyler – a vendor who is professional, reputable, dedicated, and achieves results. Tyler has the experience to understand the unique requirements of the public sector, the necessary resources to invest in its products, and the ability to deliver quality services. Financial Stability Tyler consistently maintains a solid balance sheet and strong cash flow and low debt, experiencing consistent revenue growth with 45 consecutive quarters of profitability, and a total revenue for 2023 of $1.95 billion. While experiencing significant growth opportunities from an increase in staff and expanding territories, we anticipate additional product offerings and new technology will accelerate this growth substantially in the future. We believe a low-debt balance sheet, substantial cash reserves, and a committed customer base put Tyler in a great position in our industry to weather any unexpected turbulence in the economy. For additional revenue information on Tyler’s annual report for 2012 to current. https://investors.tylertech.com/financi als/annual-reports-andproxy-statements/default.aspx Industry Leadership Tyler strives to provide the best client services in the industry. Our products undergo testing by trained quality assurance and certified usability analysts; therefore, our clients benefit from products that work logically based upon user experience and input. We also focus our implementation and support professionals on specific groups of applications so they can offer more specialized services. Our commitment at Tyler is to ensure the highest level of client satisfaction through the efforts of Tyler’s most valued resource: its people. We challenge our employees to pursue new initiatives aggressively and become industry leaders in their respective fields. Tyler employs 7,200+ individuals, many of whom are seasoned professionals with unique and proprietary skills and years of industry experience. In fact, our employee turnover rate is very low – in recent years, about half of the industry average. Company Recognition Tyler Technologies has earned the reputation as an industry leader based on our products and commitment to our clients. These factors, along with our financial strength and industry partnerships, have resulted in numerous accolades. "The recognition emphasizes Tyler's consistently strong growth, which is a direct result of our commitment to supporting our more than 27,000 clients and the development of best-in-class software and services to serve the needs of the public sector" said John S. Marr Jr., Chairman of the Board of Tyler Technologies. Tyler has been named to the following prestigious lists alongside some of the most innovative and influential companies in the United States. Innovative and Strong • Dow Jones Sustainability Index for North America (2021, 2022) • Barron’s 400 Index ranking, a measure of the most promising companies in America (eight times) Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 7 • Dallas Business Journal ranked Tyler’s Plano office #8 in its “North Texas Fastest-Growing Public Companies” list (2017) • Forbes’ “Most Innovative Growth Companies” list (2015-2017) • Forbes’ “America’s Best Small Companies” list (nine times) • Software Magazine’s “Software 500” ranking of the world’s largest software and service suppliers (twelve times) • Audit Integrity’s “America’s Most Trustworthy Companies” list (2007) Executive Team H. Lynn Moore —President Mr. Moore has been President of Tyler Technologies, Inc. since December 11, 2016. Mr. Moore served as Executive Vice President at Tyler Technologies, Inc. since February 2008, and General Counsel since September 1998 as well as Secretary since October 2000. He served as Vice President of Tyler Technologies Inc. from October 2000 to February 2008. From August 1992 to August 1998, he was associated with the law firm of Hughes & Luce, L.L.P. in Dallas, Texas. Sean Marlow —President, Municipal and Schools Division. Mr. Marlow joined Tyler in March of 2012 as part of the Unifund acquisition as a Director of Implementation Services. Within the last 10 years of service with Tyler, he has held several positions including Vice President of Professional Services, and Senior Vice President of Operations. Mr. Marlow graduated from the University of Notre Dame with a BA in English and graduated from D’Amore-McKim School of Business at Northeastern University in 2007 with a MA in Business Administration. Paul Gray—Executive Vice President of Finance Mr. Gray spent 19 years working in various accounting positions for a manufacturing company prior to joining Tyler in October of 2020. He is responsible for managing all aspects of the accounting operations including policies, procedures, and related personnel. Mr. Gray qualified as a CGMA through the Chartered Institute of Management Accountants in London, England. Riley Miles—General Manager of Municipal Courts Mr. Miles joined Tyler in November of 2020. He has over 16 years of experience in the judicial case management software space serving key roles in sales, project management, product management and development management. He has managed solutions for Courts, Prosecutors, Public Defenders, Probation, Parole and Pretrial Services. Mr. Miles graduated from Utah State University in 2005 with a B.S. degree in Sociology. Dedicated Workforce Tyler Technologies has more than 7,200+ employees with more than 900 of those solely devoted to the proposed products and services. Employees within the Tyler family share a common enthusiasm for serving organizations in the public sector. Tyler’s training and support staff for our proposed products and services includes experienced developers, installers, consultants, industry professionals, and certified network technicians. Their commitment to excellence, quality training, and support is second-to-none. iii. Proposers shall provide the name of the jurisdiction in which the Proposer is organized and the date of such organization. Tyler was incorporated in Delaware in November 1989 iv. Proposers shall provide a description of the depth of their experience implementing, installing and supporting the proposed solution and an outline of the services they provide as part of this solution with a focus on systems installed for governmental entities similar in size to the County. We have extensive experience implementing Municipal Justic. Tyler Technologies’ Solutions offer the widest breadth of products in the industry, the latest technology available, and an integrated system that can Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 8 operate in diverse offices throughout a jurisdiction. More importantly, Tyler’s vision and skill in executing that vision is what ultimately leads to a successful implementation and long-term solution for our customers. Our executive team consists of experienced industry leaders that keep our team moving, and making sure we are able to give you the tools to succeed. Tyler takes a custom approach to every implementation project we lead as every client and business case is unique. During project planning, the project teams will discuss all aspects of the project. The discussion and the decisions made will be documented and included in the custom project plan. This document will govern all project activities, including the deliverable for each stage of the project. This document contains typical project deliverables for each stage of the project, and is tied to our custom Tyler Work Breakdown Structure. During the Planning Stage of the project, a project plan will be created by the project teams that will serve as a working document throughout the entire project. These teams will meet regularly throughout the project to foster communication and ensure that all tasks are on schedule. In addition, periodic reviews and project meetings will be scheduled where changes in scope, project length, or cost will be discussed. Any change to the overall plan, and specifically the project plan, will be agreed to by the two project teams. The original project plan, as well as any subsequent versions of the document will be posted on the Project SharePoint Site and available to all project participants. This open access to project documents helps to ensure good communication among all project stakeholders. Attached, please find the Incode’s Sample Implementation Plan which will give an example of the documents that will be created during the planning stage of the project and the Gantt Chart which outlines the tasks and milestones involved in implementation project. An important part of the custom project plan is the project timeline and schedule which is developed using MS Project and will be displayed through the Project SharePoint site in a number of different formats. A custom version will be created during the planning stage of the project by the project teams. Our experience and shared single interest in a successful outcome can only be a benefit to you. We can also inform your project team of potential pitfalls that may affect the on‐time, within‐budget status of the project before they occur. Because of our experience, we provide a detailed, trusted project approach including the project MS SharePoint site which allows all project team members to have access to pertinent project data (schedules, tasks, assignments, etc.). Proposers shall provide a discussion of the type and duration of the business relationship with the manufacturer(s) whose products are included in the proposed solution, if any. Tyler is the sole provider of all services and solutions being proposed in this proposal. i. Proposers shall indicate the number of certified local equipment technicians or technical personnel that substantially and directly enhances the Proposer’s ability to perform the proposed scope of work. Tyler Technologies has a dedicated team to help and assist in the implementation of the proposed scope of work. When contract is signed the county will be assigned a Project Manager, Consultant, Conversion Consultant that will work hand in hand with the training, implementation, conversion, set up & config needed for a successful implementation. Tyler Case Management team is located in Texas but is available to be on site for implementations. Tyler has over 950 successful case management implementations throughout the United States with thousands of other products within local government including Hawaii County being a current customer with other Tyler Products. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 9 ii. Proposers shall provide a description that addresses how long the proposed solution has been in the marketplace, and how often the Proposer releases upgrades. Tyler has been providing the Municipal Justice solution since 1996 had has followed the following Life cycle policy for update the solution. Tyler has a major release yearly. Tyler Release Life-Cycle Policy Tyler Technologies employs a comprehensive and easy-to-use Release Life-Cycle Policy for its software. Our release life-cycle policy is designed to balance our clients' need for flexibility and stability, while meeting the demands for strategic product enhancements. This policy benefits our clients by providing: • Consistent and predictable product release timelines and maturity levels, available on the Tyler Community website. • The ability to accurately budget, plan, and schedule upgrade resources around major processing events • The assurance of continually operating on a fully supported release Each Tyler release evolves through the following phases as part of the Release Life-Cycle Policy. Early Adoption (EA). This phase takes place 2-3 months prior to GA. It represents a timeframe when select clients participate in an intense testing program to ensure release quality. General Availability (GA). This phase lasts 12 months and represents the timeframe that a product release is available for installation at client sites. Feature Complete (FC). This is a 3- to 6-month phase and represents the timeframe in which a product release has matured through EA and GA phases, and minimal development efforts are needed for the remainder of the product life. At this point, clients are encouraged to consider moving to a more current release. Next Release Planning (NRP). This phase represents a timeframe in which the given release has been available for up to 18 months and is at least two product releases behind the latest available Tyler release. The final Year-End release is provided. Clients are strongly encouraged to move from this stage to a more current release. Product Retired (PR). This represents a release that receives minimal support services and no development activity. Clients must move to a more current release in order to receive a Year-End release. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 10 2. Past Performance (References): The proposal shall include three external references from different clients who are willing to validate the Proposer’s past performance on similar projects. The minimum information that shall be provided for each client reference shall be the person’s name, title, and organization; contact information (address, telephone, e-mail); and a description of the products and services provided and dates the products and services were provided. At least ONE of the references for the proposed system shall be from a jurisdiction of comparable or larger size where the proposed system has been installed and is in current operation. Proposers are encouraged to include additional references that they believe the Evaluation Committee would find helpful in thoroughly evaluating their past performance. References Complete Client List Tyler’s client base includes more than 27,000 local government offices in all 50 states, Canada, the Caribbean, the United Kingdom and other international locations. Tyler considers its complete client list to be proprietary. The County may request a complete client list after signing a non-disclosure agreement. Please refer to the references listed in this section of this response for a sample of Tyler’s clients similar in size and scope. Additional references may be requested by contacting your Senior Account Executive, Jon at Jon.@tylertech.com. Name of Site Contact Name Allie Sederlin Contact Title Court Supervisor Address 230 4th Street, Springfield, Oregon 97477 Phone 541-744-4180 Email Asederlin@springfield-or.gov Tyler Products Municipal Justice 10, Case Manager Summary City of Springfield is using our case management system to manage 1000’s of cases each month, court staff, judges, attorneys all using the system to manage day to day cases. Using case management system with document management system. Name of Site Contact Name Laura Anderson Contact Title Court Supervisor Address 11750 SE 82nd AVE #D, Happy Valley, OR 97086 Phone 503-794-3808 Email Landerson2@clackamas.us Tyler Products Case Management System Summary Justice Court managing all type of cases both criminal and civil matters. Using case manager and document management system. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 11 Name of Site Contact Name Darci Roberts Contact Title Court Supervisor Address 380 A Avenue, Lake Oswego, Oregon 97034 Phone 503-635-0217 Email Droberts@ci.oswego.or.us Tyler Products Case Management System Summary City of Lake Oswego using our case managers to manage 1000’s of cases annually along with our document management system. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 12 Technical Specifications and Functional Requirements E. Technical Specifications and Functional Requirements: Provide a detailed narration of the technical specifications and functional requirements of the proposed technology solution. Any system functionality/capabilities discussed must be currently available in the version of software being proposed for County implementation. Provide detailed information about any hardware or third-party products that are necessary for any system functionality/capabilities discussed. For any hardware or third-party products necessary and included in the proposal, Proposers shall provide a copy of any proposed use agreement that the County would need to sign. If there is a public entity/public sector version of any proposed use agreement, Proposers shall provide a copy in its proposal. Tyler meets or exceeds the expectations set forth in the proposal. Please see below detailed information on the proposed applications for this project along with sample reporting information as requested in the proposal. Municipal Justice The Municipal Justice Case Management solution is a fully integrated, graphical application that also provides excellent calendar and document management and so much more. Utilizing a variety of user-defined options, the court system can be configured to fit your individual needs. Users can create a customizable dashboard, schedule their desired reports, and set automated case updates. Easily create master files for persons, attorneys, etc. eliminating the need to re-enter existing information for every case. The existing information can be easily located and attached to a new case. Appealed case filing information can be provided to the Municipal Justice Case Management system from other case management system from a case import file using a generic file interface to remove manual data entry. These features therefore save time for staff. In the public sector, the average lifespan of a software purchase is five to seven years; Municipal Justice has a retention rate of over 99%, which means once an organization joins our team, they basically never change their software products again. Tyler provides on-going development to continually provide enhancements to keep the software fresh. Our feature-rich court system will improve your office’s efficiency, accuracy, and overall abilities to me the demanding needs of today’s tracking court cases. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 13 Court Case Management Features Case Processing Through the unique Search screens, users can view any information at a glance for all cases within the court system and update the cases from the same screen singly, or by batch updating the cases using a macro. Easily print any document, custom letter, or series of documents for any case. Staff can easily update address information, phone numbers, email address, and physical information from this single screen. The ability to make changes are set by user-based security roles defined by you. All changes are recorded in a detailed history screen and are time/date/user stamped. Alias names can easily be attached to a name record, ensuring that all information for the case party is displayed regardless of the name being searched. Search information in the system by Name, DOB, Driver’s License number, Case number, vehicle information, addresses and numerous other criteria. In addition, you can search case by activity of Judge, Prosecutor, Defense Attorney or by Date of Status, Conviction, Case Filed Date, and more. Identifiers on the screen alert staff to their being witnesses, and you have the ability to create ‘Hot Flags’ on a case party such as ‘No Contact’ or ‘Translator Required’. Internal Staff System Features are designed to assist internal staff with tracking case settings for trial and having the calendar check prosecution availability for court dates. Additional Features: • Track an unlimited number of court settings at a time, all with different due dates/times • Status codes automatically enter numerous defaults field code • Create pre-defined documents with ease • Add Opposing Attorneys to a case with ease • User defined grid for displaying information in the desired order by each user • Witness flags are displayed on the screen and track case victims • Unlimited note/comment ability • Next action date or court date displayed on the main screen, no need to drill down inside the case • Complete detailed history available Docketing Tyler’s Municipal Justice Case Management software offers a wide variety of docket calendar options. Dockets are easily created in conjunction with case statuses and the calendar availability. Our dockets can be created in several electronic formats and called up in various orders such as: alphabetical, by docket number, by officer, and many others. Tyler provides a Prosecutor’s Docket that allows for all notes/comments to be stored in one location on the case and available on the docket during court sessions. Prosecution Municipal Justice Prosecutor Features are designed to aid the prosecuting attorney with streamlining the case filing review process and maintaining data needed for hearing and trial preparation. The Municipal Justice System allows for the creation of charging documents, the maintenance of charge decisions, the ability to track forms, actions of your office. For Prosecutors, you can easily: Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 14 • Review new alleged offenses and complaints to determine prosecution weight permitting you the capability to preserve the duties of the prosecutor’s office in seeking justice • Customize charging language on charge codes for streamlined document production • Take steps to Amend, Accept, Decline, or Hold a new filing for additional research with a click of a button • Generate documents, such as lack of evidence motions, subpoenas, and notices pull information from the party and case record into documents without the need to re-key data • Transform your office by integrating document management capabilities to create an electronic case file, instead of a paper one, as well as the ability to scan and store documents, pictures, police reports, video, and audio. • Independently, each office can leverage powerful tools needed to effectively manage their caseload, organize case comments, and easily track the data necessary to efficiently perform daily tasks. Features Case Routing and Paperless Case Files Never lose case folders with Municipal Justice as users can electronically route cases keeping a workflow record of whose queues the cases are in. Search for, locate, and track cases to the prosecutor’s review queue and more. Unlimited user defined routing tools for workflows from Municipal Justice. Also, utilizing Tyler’s paperless court document manager is the place where you can see the most immediate impact of going paperless. Multiple users in different locations can view the case documents simultaneously. The efficiency and productivity can revolutionize the way you conduct court, save hundreds of man hours weekly, reduce expenses and minimize human error. Access media attached to case files. Case Status Tracking Municipal Justice users can track cases by status and status date, creating a report or updating hundreds of cases at a time. By selecting the current status and date range, the user can generate custom letters or forms, without having to go to individual cases to update them. Municipal Justice uses merge functionality to allow the staff to create and edit unlimited custom forms. Batch Processing Update dozens of cases instantly with the Case Management Center, providing the ability to print letters, and send attorney notices and much more from one screen in one process. Macros User defined macros based on your business rules make time consuming updates a thing of the past. One button click and you can instantly set cases up for a Continuance, Motion Review, Record a Sentencing, or any other court setting. Reporting Tyler also offer more than 70 standard reports ranging from case activity reports to statistical reports. These reports provide a variety of criteria, providing the user with the ability to get a wealth of information from the case data. We also provide reports standardized by the National Center for State Courts. Additionally, Tyler’s report builder allows you to create customized reports that can be used once or saved as a template for continued use. All reports can be exported into several different formats, attached to an email, or archived directly from the software. For a complete list of our standard reports, or a demonstration of the reporting system, please contact your Account Executive. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 15 Paperless Case Files with Tyler The Right Technology for Success The Municipal Justice Case Management system is intuitive, cost effective and includes the features you need to make the paperless office a reality. From the first incident that triggers a case—dozens of pieces of paper can be generated. Municipal Justice’s paperless solution improves efficiency by automating formerly manual processes, eliminating data duplication, and reducing human error. Electronically posting letters and case communication directly to the electronic file rather than printing and filing, you’ll save hundreds of thousands of pieces of paper a year—and their associated costs—as well as countless hours, freeing your staff to handle more important tasks. Empower Paperless Case Management Case management is the place where you can see the most immediate impact of going paperless. • Multiple users in different locations can view documents simultaneously accessing media attached to case files • View and interact with every item associated with the object of a search with one-touch access. • Access media attached to case files such as camera video, photo shots and more. Eliminate Paper-based Case Communications Robust content management and direct interface to Municipal Justice empowers courts to communicate with courts, attorneys, and other case parties while tracking and recording communications electronically and automatically in the case file. • Batch and individual delivery notifications directly from the system. • Automatically generated emails to inform defense attorneys of recommendations. • Documents efile uploaded in Defense Attorney Access automatically attach to the case. Optional Module Content Manager Public Access Provide restricted access to specific case content through Content Manager Public Access Self Service web portal. With this added feature, users can view images from the case file and access documents. This allows case parties to perform self-service discovery by downloading needed documents and images. Municipal Justice Court Public Access and Defense Attorney Access For Case Parties and Justice Partners We strive for transparency, but manually providing information to every case party and requesting documents is time consuming and expensive. Online Court Public Access portal automates this process. Through the secure web platform, case information can be made available for easy access Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 16 For Defense Attorney Access With this web-based portal and Defense Attorney Access, legal professionals can see all relevant case information and upload documents straight into your Case Management System. Rather tying up your phone line, attorneys have instant access to the information they need. The portal is customized, so attorneys can easily reference their work using the “My Cases” tab. This allows them to select cases and upload documents to be filed with your office using e-filing. On your staff’s side, cases are put in a queue for someone on your staff to review, and the documents are filed in Tyler’s paperless document manager. For Virtual Sessions Developed through collaboration with courts of varying sizes from across the country, Virtual Court provides a turnkey platform for conducting face-to-face arbitration sessions online. Rather than physically going to a meeting, it allows case parties to attend using an internet-connected device with a camera and virtually interact in the meetings through a secure video stream that can be recorded. Additionally, each proceeding is supported by document sharing, allowing you to finish what you start online and fully dispose of a case in one sitting. Virtual Court is hosted and maintained by Tyler Technologies on AWS. Municipal Justice Standard Reports In addition to more than 70 standard reports, you also have the ability to create and define your own reports. Here is a brief listing of some of the provided standard reports: • Status History Report: This report provides detailed information about any case, listing all the activities that occurred on the case by date and showing the operator accessing the case. • Officer/Agency Report: This report provides information on cases that were issued by a specific officer or agency. Depending on your requirements, this can be a very generic or a very detailed report. • Offense Report: This report provides information on specific offenses during a specific period. Depending on your requirements, this can be a very generic or a very detailed report. • • Nation Center of State Court Reporting – CourTools: These reports have an established national standardized reporting format. They include reporting for: o Age of Pending Cases o Clearance Rates o Cost per Case Report o Time to Disposition Report • Filed/Closed by Offense Type Report: This report details all the activity of the staff from a given time period. The report will include the number of cases filed vs. closed, the cases closed by other means. This is an excellent report for management control. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 17 Hardware Requirements & Services Tyler Cloud Solutions Overview Tyler’s subscription-based cloud applications run on AWS, the world’s most comprehensive and broadly adopted cloud platform. Applications are available securely from any internet connection, anywhere, anytime. Tyler Technologies manages all client cloud operations, including application upgrades and platform administration, providing clients with a single point of contact for all software and hosting needs. Clients receive clear and concise documentation, defining all aspects of the relationship including contract (commitment to partner) and service level agreement (measurable expectations of availability). Features Tyler SaaS solutions eliminate heavy up-front and unpredictable ongoing on-premises infrastructure fees. Many administration tasks are offloaded to Tyler support staff, allowing client IT staff to focus on other mission critical initiatives. Services include: • System Administration. Tyler performs routine administrative tasks to provide application access at industry standard performance levels. This includes the installation, upgrade, support, and maintenance of the Tyler applications, platforms, and infrastructure. Tyler’s dedicated Network Operations Center (NOC) provides 24x7 performance and security monitoring of all cloud solutions. • Enhanced Security Controls. Tyler employ’s security controls through compliance standards, layers of network security, adherence to best practices, and qualified staff. All client data is secured and protected both in-transit and at-rest data using industry standard encryption protocols. Annual assurance audits include Service Organization Controls (SOC) 1 Type 2 and SOC 2 Type 2 conducted by an independent AICPA firm, and PCI Security Council PA-DSS and PCI-DSS validation for Tyler’s payment processing applications. • Streamlined Account Management. Tyler solutions include zero-trust identity management built on technology from Okta, the industry leader in identity management. Support for industry standard identity providers (IdP’s) such as Microsoft Azure AD and Google Cloud Identity provides clients with seamless, single sign-on to Tyler back-office solutions. This also enables clients to use their own login and password policies, including the use of multifactor authentication for enhanced identity verification. • Business Continuity & Disaster Recovery. Tyler solutions run on AWS, built to guard against outages and incidents, minimizing impact on customers and the continuity of services. Solutions and data are replicated across multiple AWS Availability Zones, connected to each other with fast, private fiberoptic networking, providing automatic fail-over for minimal disruption. Client data is backed up and retained using a FIPS-compliant enterprise backup solution certified for CJIS and GovCloud use and encrypted using FIPS140-2 and FIPS140-3 standards. Benefits • Reduce IT workload: IT resources are freed up to enable work on more strategic initiatives. • Eliminate server acquisitions and maintenance costs: Costly hardware purchases, upgrades, and maintenance are avoided. • Easy budgeting: Tyler's SaaS subscription is a set fee, flattening the peaks and valleys associated with the acquisition of software and services. Subscribing dramatically lowers initial costs and provides consistent ongoing costs that can be easily budgeted for the duration of the agreement. • No secondary operational fees: Maintenance, support, and hosting fees are included. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 18 • Expandable: Additional Tyler solutions applications are easily added, as needed. • 24/7/365: Tyler provides round-the-clock, on-call coverage for critical outages. Tyler on AWS Tyler solutions run on AWS state of the art data centers using innovative architectural and engineering approaches. Amazon has many years of experience in designing, constructing, and operating large-scale data centers. This experience has been applied to the AWS Cloud. AWS builds to guard against outages and incidents, and accounts for them in the design of their services; so, when disruptions do occur, their impact on customers and the continuity of services is as minimal as possible. AWS data centers operate in alignment with Tier III+ guidelines. More information regarding Uptime Institute guidelines employed can be found at: https://aws.amazon.com/compliance/uptimeinstitute/. As part of Tyler’s defined business continuity plan, full server snapshots are replicated across multiple Availability Zones. Availability Zones consist of one or more discrete data centers, each with redundant power, networking, and connectivity, and housed in separate facilities. They are connected to each other with fast, private fiber-optic networking, providing automatic fail-over for minimal disruption. Tyler employs a FIPS-compliant enterprise backup solution certified for CJIS and GovCloud use. Data transfer and storage is encrypted as defined in FIPS140-2 and FIPS140-3 standards over private connections within the AWS network. Backup of client production data occurs nightly and are retained as defined by application-specific retention policies. Data restoration requests must be submitted through the standard support ticketing process by client approved personnel only. Tyler Technologies warrants its service to its standard service level agreement (SLA). The SLA defines service availability (% of uptime), and recovery point objective (RPO) and recovery time objective (RTO) for data centers used for Tyler SaaS hosting. Tyler’s business continuity plan is tested annually, and backup restore tests are performed weekly. Further information regarding Tyler’s business continuity plan can be found in Tyler’s most recent Type 2 Service Organization Controls No. 2 (SOC 2) report. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 19 Implementation, Project Management, Training and Ongoing Support Implementation Methodology Implementation, Project Management, Training and Ongoing Support: Proposers shall thoroughly describe, in the form of a narrative, its plan and specific tasks demonstrated against a timeline for implementation following contract award along with project management, training, and ongoing support activities. Proposers are required to provide the following information: 1. A narrative discussion of the conceptual plan, strategies, and methodologies of the proposed system and/or software. Tyler’s implementation process demonstrates our long-term commitment to our clients with a methodology tailored specifically to the public sector. Your organization benefits from the fact that we perform our own implementations and know our software better than anyone. As a Tyler client you receive guidance throughout implementation from experienced Tyler professionals who have implemented Tyler products in more than 10,000 public sector implementation projects. Tyler’s methodology is based on three vital foundations: • Industry experience • A globally recognized project management approach • In-house expertise Tyler utilizes its depth of implementation experience, working in tandem with our clients to put our methodology into practice. While each Project is unique, all will follow Tyler’s six-stage methodology. Each of the six stages is comprised of multiple work packages, and each work package includes a narrative description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix. Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective communications, and quality standards. Clearly defined, the project methodology repeats consistently across Phases, and is scaled to meet client’s complexity and organizational needs. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 20 The methodology adapts to both single-phase and multiple-phase projects. To achieve Project success, it is imperative that both clients and Tyler commit to including the necessary leadership and governance. During each stage of the Project, it is expected that clients and Tyler Project teams work collaboratively to complete tasks. An underlying principle of Tyler’s Implementation process is to employ an iterative model where client business processes are assessed, configured, validated, and refined cyclically in line with the project budget. This approach is used in multiple stages and work packages as illustrated in the graphic below. The delivery approach is systematic, which reduces variability and mitigates risks to ensure Project success. As illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to complete the Project efficiently and effectively. Work Breakdown Structure The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down into smaller, more manageable components. The top-level components are called “Stages” and the second level components are called “Work Packages”. The work packages, shown below each stage, contain the high-level work to be done. The detailed Project Schedule, developed during Project/Phase Planning and finalized during subsequent stages, lists the tasks to be completed within each work package. Each stage ends with a “Control Point”, confirming the work performed during that stage of the Project has been accepted by the city. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 21 Project Governance Project governance is the management framework within which Project decisions are made. The role of Project governance is to provide a decision-making approach that is logical, robust, and repeatable. This allows organizations to have a structured approach for conducting its daily business in addition to project related activities. Project governance defines the structure for escalation of issues and risks, Change Control review and authority, and Organizational Change Management activities. Further refinement of the governance structure, related processes, and specific roles and responsibilities occurs during the Initiate & Plan Stage. The chart below illustrates an overall team perspective where Tyler and the City collaborate to resolve Project challenges according to defined escalation paths. If project managers do not possess authority to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation management and the City Steering Committee become the escalation points to triage responses prior to escalation to the City and Tyler executive sponsors. As part of the escalation process, each Project governance tier presents recommendations and supporting information to facilitate knowledge transfer and issue resolution. The City and Tyler executive sponsors serve as the final escalation point. Project Management Our approach to project governance has been continuously improved during Tyler’s more than 35 years of experience implementing software exclusively with public sector clients. No one knows the system better than our staff. That’s exactly why we don’t contract third parties to do our implementation for us. We do it best. Project Managers will be assigned to each phase of your project and will engage subject matter experts throughout the implementation. Our staff consists of seasoned professionals with unique and proprietary skills and years of experience, focused into dedicated departments. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 22 Project Communication Tyler understands the importance of having current, accurate, easily accessible information during an Implementation Project. As part of Implementation, each new Tyler client will be provided a Project Portal. The purpose of this site is to furnish the project teams with a central location to plan, store and access pertinent documentation and information relating to your Implementation project. This site will be jointly maintained by the project teams for the duration of the implementation. Once the client has gone live, the portal will be maintained by Tyler’s Client Services team for the first year of live processing, and all files are available to the client to download during this time. Management and Scope The Tyler Project Manager and implementation teams will communicate regularly with your project team. All implementation deliverables generate reports which contain detailed assessments of task completion, staff participation and material absorption. The Tyler Project Manager(s) will evaluate and measure the report results, communicating the gaps and adjusting the plan accordingly. Should issues arise during the project, there are several escalation paths that can be used laid out in the communication plan. Project Organizational Chart Every implementation project is comprised of both client resources and Tyler resources working together at varying levels of involvement to ensure a successful implementation. The chart below outlines each of those resource groups. Please keep in mind that some resources in your organizations may fall into multiple groups. Business Process Consulting Overview Tyler understands that software implementations takes extensive planning and analysis of business practices, that’s why we’ve created our Business Process Consulting (BPC) service designed for clients who could benefit from more robust analysis and discussion in determining best business practices and designing policies to make the most of your new solution. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 23 Tyler’s BPC service is designed to assist your organization with the redesign of practices and policies to best leverage your investment in your Tyler software solution. This in-depth analysis takes into consideration local policies, client-specific goals, opportunities for efficiencies, improved reporting/inquiry, audit compliance, and results in three distinct deliverables: business process redesign, chart of accounts recommendations, and custom documentation. Tyler consultants work with your team at the beginning of the project to conduct a thorough current/future state analysis. Once goals and objectives are discussed and the analysis is completed, best practice recommendations are provided with options outlined for each process, including a ranking of the options and notes as to why each is recommended. Tyler will then conduct a formal review of these options with your project team and the system will be configured to match the agreed upon business practices. Your Tyler consultant(s) will then create custom process documentation based on configuration decisions. This documentation is used for a number of project activities including training and testing. Customized documents outline step-by-step processes for the day-to-day use of Tyler’s applications. These manuals are customized for each client, except for the general system navigation section, which is standard for all clients. Setup tables are not documented within these manuals unless the maintenance of the table is required on a regular basis (i.e. one-time setup tables are not part of procedural documentation). The output of BPC is a new chart of accounts, a system design document that serves as a ‘roadmap’ and guide for the implementation, and customized desktop documents outlining new processes. Knowledge Transfer Approach During implementation of our products, Tyler’s goal is to educate your resources so that they are selfsufficient users of the solution. Tyler uses a train-the-trainer model to transfer knowledge. Tyler’s project team will provide comprehensive training to your team, which includes the project manager, functional leads, and power users. Tyler provides one occurrence, or more, of each scheduled training or implementation topic. The first time focuses on the process steps, while the second time, the training is more advanced. Sessions for each topic will also cover configuration for functional leads and power users, so that future changes can be easily made. Ensuring comprehension of daily job functions is essential to a successful go-live and product adoption. The goal of our train-the-trainer approach is to expose the most sophisticated users to the system first, so system configuration, converted data, and new procedures are thoroughly vetted by your team before being introduced to end users. During training, Tyler implementation consultants measure knowledge transfers through assessments and lead mini parallel processes and validations. Project Planning Project Planning is an important piece of any implementation. Tyler takes a custom approach to every project we lead. The project schedule is developed collaboratively with both project teams in order to meet your needs, while keeping in mind Tyler’s guidelines for implementation. Periodic project meetings will be scheduled where changes in scope, project length, or cost will be reviewed. Tyler is open to discussing the project schedule in more detail and working out a mutually agreed upon plan that considers all project risks, requests and resource constraints. Tyler recommends a phased implementation approach, staggering start and live dates for each phase of the project. Live dates will be targets but should not place unnecessary constraints on the project. The following Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 24 schedule takes into consideration the County’s goals and Tyler’s recommended approach, and assumes the product will be used as is, without additional go-live customizations. Proposed Project Phases Proprietary and Confidential – Subject to Restrictions on Disclosure Municipal Justice Timeline 2. A narrative discussion of services to be provided by the Proposer, either directly or indirectly through affiliated offices and/or otherwise. Particular attention should be given to those services and special expertise that are unique to your organization. Comprehensive Software & Services Tyler’s solution is intended to upgrade County of Hawai’i’s departments to the latest system available in today’s marketplace. Tyler’s platform is distinguished from the competitive landscape by the fact that we develop and support 100% of our products in-house. All software development, implementation, and support services are provided solely by our in-house personnel. This has enabled us to build and evolve a software platform and ecosystem that infuses employee passion for industry-specific software automation with the front-line experiences our leading customers have provided. The result of this commitment is the industry’s most powerful, seamless, efficient, user-intuitive, and scalable platform for local government automation. Our group of seasoned consultants, trainers, product experts, and programmers bring years of local government software experience to make your transition a smooth success. Tyler handles the following aspects of your project under a single contract: Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 25 • System Delivery • Implementation • Training • Support and Maintenance • Software Updates and Upgrades 3. A narrative description of an implementation plan upon award of contract, and a plan for project management through hand over of the system and/or software. Please see Tyler’s response to question 1 above. 4. Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. Software Updates & Maintenance Tyler has proven history of providing upgrades and enhancement releases on a continual basis, which are available to all clients. Our evergreen philosophy ensures that those upgrades and enhancements are provided at no cost to those current with their annual software maintenance contract. Enhancement releases take place every year and are scheduled with the County to provide the best possible timeframe for both the County and Tyler. Upgrades, however, occur periodically and are initiated by the County at any time via the Internet through a process called Live Update, making the process as convenient as possible for our clients. Patches and fixes are provided to the County through Live Update as well. Our evergreen development philosophy has been a strong differentiator that separates us from our competitors and provides a significant cost savings to our family of clients. Through evergreen, our clients receive the latest technology developments, releases, and updates without paying additional license fees – for the life of their Tyler product. While this has provided our clients with a return on investment that is unrivaled in our industry, the frequency and complexity of software releases can sometimes create a consumption gap for our clients. The gap exists when new features are released and, over time, users don’t learn and apply these features to their work environments. EverGuide® is a Tyler-wide continuous improvement initiative to address the consumption gap. With EverGuide, our goal is to help our clients continue to grow and evolve their use of the functionality and enhancements of their Tyler product over time. Through our EverGuide initiative, we will: • Help clients better leverage product enhancements • Provide a workflow “maturity model” for clients to follow • Offer strategic planning services and training resources • Offer a client executive program to help clients build and implement a continuous • improvement plan • Provide domain expertise, with defined integration points and common support methodology Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 26 With EverGuide, our goal is to help our clients continue to grow and evolve their use of the functionality and enhancements of their Tyler product over a long period of time. It’s also our hope that this initiative is a catalyst for our clients’ organizations to embrace change, commit to training and developing their staff, and fully use the wide ranges of Tyler’s service and support offerings available to them. Annual User Conference Each year Tyler hosts an annual user conference, which brings together staff and clients from across all Tyler products. Tyler has appropriately named our conference Connect, and each year thousands of clients come to learn about Tyler, our products, and to connect with peers and staff. This premier event helps clients get the maximum use of their Tyler software. Clients can learn more about existing or proposed functionality through dozens of classes over several days. Development product managers attend the event to share their plans for the next upgrade and to solicit feedback from clients. Our clients’ input from past conferences continues to impact significantly the direction of software enhancements and changes. Client attendance each year ensures that appropriate needs are reflected in product development strategies. Connect is held in different locations every year to accommodate our geographically diverse client base and to provide fresh and exciting activities for our clients outside of the classes and labs. Knowledge Base The Knowledge Base provides users with a single, easily accessible location to find all available documentation related to our software. This tool uses a user-friendly search screen which can be accessed through the Support website. Search criteria include the ability to filter by version, search for key words, include only certain types of documentation, or perform system wide searches. Provided through the KnowledgeBase are process documents, file layouts, user guides, installation manuals, setup documents, system administrator documents, data schemas, training exercises, e-learning classes and much more. More than 90% of the documents available are in MS Word format so that they can be easily customized for use in training materials, custom documentation or process checklists. State User Groups Tyler clients benefit from networking and peer-to-peer collaboration through state user groups. The majority of user groups are run by clients, who set the meeting agenda, location, and frequency, assign topics, and involve the Tyler resources they need. In large states, there may be several user groups or different sessions planned. Tyler provides staff to demonstrate new functionality and assist with materials and collateral. During the sessions, Tyler representatives collect important feedback and report back to product managers. Many clients form lasting connections with other users within these groups and help to make each other better users of their software. Tyler University Tyler University* is an e-learning solution to enhance support and training of your employees. Through this learning management system developed by Tyler Technologies, new and existing employees are provided an on-demand solution to acquire and refresh the skills needed to successfully implement and use your system day-to-day. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 27 Tyler University’s core modules include: financials, human resources, payroll, and technology. Employees in the finance department can train on a wide range of topics from req-to-check, including requisition entry, creating a change order for a purchase order and purchase order receiving. For the human resources and payroll staff, Tyler University offers courses on the complete payroll process, the power of employee building and applicant tracking. For system administrators, courses include topics on role based security design, administering the dashboard and role synchronization into Tyler Content Manager. Courses are being added continuously into Tyler University, making it a vital resource for new employees and cross training your team. *Not available for all Tyler solutions and products. Planned Annual Continuing Education (PACE) for Municipal Justice Tyler’s Planned Annual Continuing Education (PACE) program is a subscription-based service designed to support clients who are committed to maximizing their Tyler software through education and adoption of enhancements delivered as part of regularly scheduled releases. The PACE program offers ongoing education to train staff on new features and functions as they become available, ensuring your staff is operating at peak efficiency and your Tyler solution continues to meet the evolving needs of your organization. PACE is part of Tyler’s EverGuide commitment. Benefits • Live training — Receive tailored training for your existing solutions geared toward specific users or an entire department, available on-site or virtually. • Flexibility — Select the PACE package and options that best fit your budget and needs. Custom plans are available subject to minimum investments. • Discounted pricing — Receive discounts over standard pricing. • Annual subscription — Renew your subscription automatically each year. PACE training must be completed within a 12-month period and does not roll over to subsequent years. • Easy budgeting — Eliminate the uncertainty and hassle of requesting additional budget allowances by pre-planning your continuing education. Note: PACE is available for clients who are live on Municipal Justice with active annual maintenance agreements. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 28 PACE for Municipal Justice Mix and match a variety of training options: • Virtual Learning Labs: Live, instructor-led, hands-on training delivered in a virtual classroom. Labs are offered year-round in easy-to-absorb, half-day or shorter sessions. These learning opportunities include New Academies, Staffuddles, and more! • On-Site Training: On-site training based on your schedule. • Regional Training: Live group training sessions tailored to a geographic region. • Remote Training: Virtual half-day or full-day training session delivered via GoToMeeting. • Tyler Connect Conference: Tyler’s annual user conference offers hundreds of classes, hands-on labs, product discussions, and networking opportunities with more than 4,500 public sector professionals. 5. Describe the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. Implementation Issue Management The Tyler project manager, along with the implementation teams will communicate regularly with your project team throughout the project. All implementation deliverables generate reports which contain detailed assessments of task completion, staff participation and material absorption. The Tyler project manager will be tasked with evaluating and measuring the results, communicating the gaps, and adjusting the plan accordingly. Should issues arise during the project, there are several escalation paths that are appropriate which will follow the established communication plan developed during the planning stage of the project, as part of the larger custom project plan. This plan will be evaluated throughout the project to ensure that it is meeting the project’s needs and adjusted as necessary to improve project communication. By defining the escalation path prior to issues arising, both your and Tyler project teams are prepared for any issues that arise during the project and will work together to resolve the issues in a collaborative manner. 6. Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Project Resources Tyler groups your team and Tyler resources based on their functional role within the project. This allows for easier staffing and communication within and between project teams. Please reference the project resource roles graphic below for a summary of responsibilities for each role. Our project approach is based on our experience and knowledge from working exclusively with public sector clients. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 29 Profiles Municipal Justice Project Team Experience A successfully installed system is not based solely on the offered functionality, but also on the expertise, experience, and clarity of both Municipal Justice and the County Project Team. With over 700 successful court implementations Tyler’s Court team has managed more contemporary implementations than any vendor in this market space. As such, the County can be confident that the eventual success of this project will leverage years of experience and highly trained service professionals. *Sample resumes included - Project Managers, trainers, consultants, and other team members are selected only after contracts have been signed and returned to Tyler. Once we have fully analyzed your situation, we will provide you with the implementation team best suited to your needs. This is an important step to the implementation process and would appreciate your patience as we make this crucial decision. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 30 Ben F. Title Senior Project Manager – Large Courts, Municipal Justice Education University of North Texas, Bachelor of Arts – Psychology University of Oregon School of Law, Juris Doctorate University of Oregon Graduate School, Master of Science – Conflict & Dispute Resolution Tenure Employee since 2014 Experience Ben specializes in the implementation of the Municipal Justice product for municipal courts of significant size. In this role, he utilizes knowledge acquired in the 5 years he spent as a Judicial Clerk in the State of Oregon prior to joining Tyler. Additionally, as a certified Project Management Professional, Ben is well versed in the standards set forth by the Project Management Institute. Ben’s Project Manager duties include the following: • Oversee the execution of all phases of software implementation projects. • Coordinate with both internal and external resources to ensure the successful implementation of Municipal Justice software. • Create, maintain and monitor the project plan and schedule while keeping close track of the quality of deliverables and the project budget as defined by contract. • Consult with clients on business practices and develop strategies to address their specific needs. Reference Projects Albany, OR Allen, TX Beaumont, TX Clackamas County, OR Norman, OK Oklahoma City, OK Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 31 Eddy P. Title Senior Implementation Consultant Education Texas Tech University, Bachelor of Business Administration – Management Tenure Employee since July 1999 Experience As the Principal Implementation Consultant, Eddy has been responsible for the successful implementation of over 400 Municipal Justice projects in more than 15 states in the United States. A majority of Eddy’s time is spent working directly with the clients addressing best business practices on all facets of the Municipal Justice software and use of additional modules such as the Prosecutor and Probation modules. Eddy has provided quality training that has equipped the end user with a wellrounded knowledge of the Municipal Justice software. Konda S. Title Conversion Analyst Education Amarillo College, Computer Information and Support Services Tenure Employee since November 2004 Experience Konda’s skills as a Conversion analyst come from her previous experience with Tyler’s Implementation group. Previously, as the Principal Implementation Consultant, Konda has been responsible for the successful implementation of numerous Tyler Court Case Management Systems in various States. In addition to her 10 plus years with Tyler, Konda has served as a Justice of the Peace as well as a Municipal Court Judge. Konda has provided quality training that has equipped the end user with a well-rounded knowledge of the Tyler Court software. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 32 Jake L. Title Implementation Consultant Education Northern Illinois University, Master of Public Administration Tenure Employee since 2020 Experience Jake has over 6 years of experience working in city manager’s offices in mid-management capacities and 2 years of experience as court clerk. His focus in the roles of city management analyst and court clerk were process improvement & technology implementation with extensive experience with court financial & business analysis, court compliance, data cleanup, implementation, and court technology management and system training. Reference Projects Cleveland, TN Primera, TX Pasadena, TX (In Training) Bend, OR (In Training) Ruby D. Title Implementation Consultant Education Wayland Baptist University, Bachelor of Business Administration Management, emphasis in Accounting Tenure Employee since 2011 Experience Ruby came to us from Legal Aid Society where she had served as a Legal Assistant. Previously she had been with the Lubbock County Sheriff’s Office (LSO) as Supervisor of the Inmate Records Department, she was promoted into the Criminal Investigation Division (CID) and soon became the Sheriffs Executive Administrative Assistant. Reference Projects Philomath OR North Kansas City MO Celina TX Germantown TN Littlefield TX Mount Pleasant TN Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 33 Floyd H. Title Implementation Consultant Education El Centro Community College, Computer Science Tenure Employee since 2014 Experience As a former Court Communications and Information Services Manager for the City of Dallas, TX, Floyd brings over 30 years of Municipal Court experience to his projects. He has extensive experience in State and Country reporting, records retentions and program enhancements. As a former Tyler user, he brings both a technical and a court process background to each client. Reference Projects Allen, TX Corvallis, OR Tyler, TX Burleson, TX Bastrop, TX Dallas, OR 7. Describe the acceptance testing process for the implementation and operations of the proposed system and/or software. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed solution. Include an example test plan that is representative of the structure, content, and level of detail planned for the proposed implementation. The plan shall individually address each system component that comprises the proposed solution, approach for load testing, and number of people to be involved in testing. Solution Validation Making sure your new system works the way you need it to is paramount to the success of the implementation. Tyler’s quality management and validation plan addresses both the project and the product, while ensuring project objectives are met. The project teams validate the solution throughout the life of the project to expose issues that would normally only be revealed in a production environment. A controlled environment is created for high-level product validation, import and export interface, functional flow, and reliability. The goal of validation is for End Users to gain extensive product experience, develop a high level of confidence in Tyler’s products, and understand their specific functions within the solution. Expected benefits from the completion of validation also include: • The infrastructure of hardware and network design is thoroughly vetted • In-scope data conversions are delivered and fully integrated into the solution (if applicable) • Modifications are delivered and fully integrated into the solution (if applicable) • A managed Issues List is fully quantified Issue tracking, resolution accountability, and completed issue resolution are necessary in a successfully completed project. The validation phase is a shared responsibility and must be recognized as such. 8. Provide a description of training for power users, technical administrators, and general users Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 34 of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. Tyler Training Plan Everyone’s learning style is different. That’s why Tyler offers several training formats to accommodate our diverse clients’ needs. Training by Tyler staff provides hands-on learning in your own labs. Your resources receive consultative knowledge transfer sessions that are a combination of lecture and hands-on education, using your organization’s own data. A mutually developed education plan lays out the process of transferring knowledge between you and Tyler. The purpose of the education plan is to: • Communicate the process to stakeholders and functional leaders • Answer specific questions (where classrooms will be established, what database environment will be utilized, etc.) • Establish action items and link project personnel as owners • Define measurement criteria to ensure the plan has been successfully followed Your organization is set up for success with Tyler’s train the trainer approach to training and education plan developed over years of industry experience. Scheduling and Attendance Tyler prefers a classroom and curriculum approach for training to ensure knowledge transfer, comprehension, and retention. A successful user training session is in a classroom environment with a computer for each user, whiteboard, printer in the room or nearby, and one computer connected to a projector. A typical day of training is from 9:00 to 4:30 (or 8:30 to 4:00), allowing for a break for lunch and short breaks in the morning and afternoon as needed. We’ve found that allowing users time to return to their daily responsibilities before and after classes or sessions allows for more productivity during the session. It also allows the Tyler Implementation staff time to prepare upon arrival and follow-up afterward. The start and Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 35 stop times for the training will be discussed and agreed upon by Project Management during the planning portion of the project and will be published as standard session times throughout the project. Class size should be limited to twelve (12) users in attendance to the training is critical to gain hands-on experience with the system. Responsibilities Tyler knows the value of being prepared for the use of our software in production. Our goal is to partner with you and lend our expertise based on experience, in order to allow your resources to be successful at go-live. Both teams collaborate on all aspects of training, discussed, and documented during the planning stage of the project. The expectation is for Tyler to provide one or more occurrence of each scheduled training. You will be responsible for the logistics of the training by completing such tasks as scheduling resources and ensuring facilities are available. These sessions are to be attended by your key staff members (i.e. functional leads and power users) so that they can then disseminate the information they learn to others in your organization if or when necessary. Training Materials Tyler maintains a complete set of documentation that is available to all users through the KnowledgeBase. The KnowledgeBase provides users with a single, easily accessible location to find all existing documentation on Tyler products and other widely used technology products. Included are procedure documents, file layouts, user guides, installation manuals, setup documents, system administrator documents, data schemas, training exercises and much more. Clients also have the ability to download documentation into Microsoft Word format to edit to match internal policies and procedures. On Going Training Tyler conducts complete training during your software implementation; however, we know that ongoing training is important in order to learn about and implement future functionality, train new users, and refresh the knowledge of existing users. Tyler’s implementation department can be contracted to provide additional training at any time. This is often done by clients who are upgrading, who would like assistance in adopting new features and processes. Tyler offers many additional tools and services designed to assist to maintain resource knowledge and train new users. Tyler Technical Support provides the opportunity to get specific questions answered and to understand the impact of changes on the system. The Knowledge Base provides documentation on all aspects including technical installation guides, how to documents, release notes for new versions of the system, and process documentation. Tyler also offers a variety of ways for our clients to interact and collaborate including Tyler Community, local user groups and an annual user conference. Online Education Classes At Tyler, we know high-quality training means a satisfied client. We are committed to offering a variety of training and continuing education opportunities to meet your needs. From beginner to advanced, we have the classes you want with tips and tricks, in-depth product training and key information to help you better serve your citizens. All classes are taught live, by Tyler staff, via GoToWebinar, from one hour to half-day sessions and never two at a time. A full listing of classes offered for each solution is kept up to date on Tyler Community for easy reference. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 36 Training and ongoing Support Our mission is to deliver superior service by providing a timely response, issue resolution and operational support, resulting in a high-level of client satisfaction. Unlike some companies who outsource their application support to a third party, Tyler offers a complete solution of customer support services provided by our in-house experts. Transparency is important, that’s why every support incident is logged into Tyler’s Customer Relationship Management System and given a unique incident number. This system tracks the history of each incident, and each incident is assigned a priority number, which corresponds to your needs and deadlines. Clients can track the progress of these incidents online using Tyler’s support portal. Tyler Support provides our clients with peace of mind through many different tools including but not limited to the following: Support Channels Tyler offers Live telephone support on our toll-free support hotline (8am – 5pm across four US time zones). For urgent or complex questions, users receive, unlimited telephone software support. On-line submission (portal) for less urgent and functionality-based questions, users may create unlimited support incidents through the customer relationship management portal available at the Tyler Technologies website. Our E-mail support allows our clients to ask unlimited detailed questions, attach documents and screenshots, and explain the issues so that our staff can create a resolution efficiently. Tyler Community – your direct link to thousands of Tyler software users across the country, as well as Tyler personnel in support, implementation, sales, etc. Additional Support Resources • Tyler Search – Our search engine is an online query tool that provides answers for your questions by culling through all Tyler’s online resources using Knowledge Centered Service • Tyler Knowledgebase – A thorough documentation library in a single, easily accessible location Updates Tyler Community Tyler University Release Mgmt Console Resolution Answer Panel Support Portal Remote Access Phone/Email Education State User Groups Tyler Connect Tyler University Ongoing Education Webinars Enquire Tyler Search Knowledgebase Integrated Online Help Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 37 • Tyler Community – Tyler’s online forum available 24/7 where you can talk to other users, Tyler support and product specialists, and more. • Tyler University – An e-learning solution to enhance support and training of your employees using your data • Tyler Release Management Console * – Shows all release version information, with a summary of each release and associated enhancements, open, closed, and non-critical issues • Online Help – Context sensitive field help and procedural information to assist your team in completing program tasks built directly into your software • Answer Panel – Instant results to online questions in the panel that matches your question. Answers provided are the most relevant to your question, regardless of the source of the information. • Online Support Portal – Log or manage incidents and attach documentation and screenshots • GoToAssist & Bomgar * – Remote assistance from Support used to connect to your desktop • Phone – Tyler provides a dedicated 800 number that places no limits on who from your team may contact Support, or the number of calls placed • Email – Our dedicated support email is often the easiest way to communicate issues. From providing screenshots and other images to including entire conversation threads, email can provide insight into the issue leading to faster resolution. • State User Groups – Forums organized by Tyler staff and attended by existing clients to get the latest information on Tyler products • Annual Conference – Tyler Connect features online courses taught by Tyler subject matter experts hosted in a different city each year Support Availability Regardless of how your team contact us, we are here to help. Tyler Technical Support is divided into application specific teams to enable product specialization and provide timely resolution of support incidents. This application specific approach allows our Technical Support Representatives to focus on a small group of applications offering a high level of product expertise to our clients. Customer support’s goal is to return all requests for Support within one business hour. Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday – Friday) across four US time zones (Pacific, Mountain, Central and Eastern). Clients may receive coverage across these time zones. Tyler’s holiday schedule is outlined below. There will be no support coverage on these days. • New Year’s Day • Martin Luther King Jr. Day • Memorial Day • Independence Day • Labor Day • Thanksgiving Day • Day after Thanksgiving • Christmas Day Support Response and Resolution Though our Live Telephone Support reduces call-backs, it does not eliminate them. Response times and resolution times have been established for those incidents and are monitored via constant communication with our clients and specific metrics. The information presented below does NOT include live support, only incidents where live support may not be available. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 38 Issue Handling Tyler records all your contacts and incidents in a customer relationship management system. This system tracks the history of each incident, including the contact, time, priority level, case description, correspondence, attached files, support recommendations, your feedback, and the resolution. The priority is assigned to each case as it is logged based upon the initial information provided and can be modified. Support Analysis With many our customers taking advantage of our Live Telephone Support, we track First Call Resolution. The Industry Standard for Call Back Resolution falls below 49 percent. Tyler stays well above the industry standard with an average of 70 percent resolution rate upon first contact by our customers. Taking support calls live allows us to resolve issues more quickly creating a more efficient environment for our customers. Tyler carefully gauges all the aspects of support to maintain a customer-conscious atmosphere, so in addition to tracking First Call Resolution, we track relevant data that helps us to better serve our customers. • Average wait time in the queue • Average response time • Average resolution time • Average call volume by day • Average incidents closed by agent by day • Incident trend analysis Problem Escalation The goal of the Tyler Support department is to provide technical assistance to Tyler Product users in overcoming issues, understanding certain functionality, and recommending approaches to various situations. An incident is originated when a customer contacts Tyler’s support staff. Support can be contacted via the toll-free support line, e-mail, or the support website. The incident can be received in several different ways via our flexible support systems. If the support incident is received via the toll-free support line, a support representative will create and log the support issue into our help desk system. The support representative will take ownership of the incident Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 39 and see it to resolution. The support representative will use many different resources to resolve the issue including on-line help, Knowledge Base, advisors, team leaders, managers, and software developers. If the support incident is received via e-mail or online support portal, an incident is created, and a support representative will contact the customer based on a combination of the priority of the issue and the order that the issue was received. The support representative will take ownership of the incident and see it to resolution. The support representative will use many different resources to resolve the issue including on-line help, Knowledge Base, advisors, team leaders, managers, and software developers. The Team Leaders and Manager of Support Services monitor the status of all support incidents received during the day. In situations where the Team Leaders or Manager identify an incident that needs escalation, the Team Leader or Manager may manually escalate the incident or assign it to a specific support representative. If the software support representative cannot resolve the incident, they have several different levels of help in order to resolve the incident in a timely manner. The levels are as follows: Support Specialist > Advisor > Team Leader > Manager of Support Services > Director of Client Services. Tyler Community As America’s largest software provider dedicated to serving the public sector, Tyler is uniquely qualified to leverage the combined experience of tens of thousands of users with our staffs’ deep domain knowledge to bring a one-of-a-kind interactive online community. In the Tyler Community clients connect with other users and Tyler staff to share information, collaborate, access support, and receive training. In this interactive environment, individual knowledge is amplified exponentially across the community. Get connected. Connect with colleagues from neighboring communities or from across the country. And stay connected by joining groups with other users who are in the same geographic region, share common job functions or use the same software products. Join the Discussion. Join discussions on topics that impact your daily life, keep up with the latest software tips and tricks and discover what other agencies around the nation are doing to connect and empower their constituents. System Reporting, Data Migration and Integration County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 40 System Reporting, Data Migration and Integration G. System Reporting, Data Migration and Integration: The Proposer shall describe and provide samples of available existing standard reports (management statistics, case load by attorney, etc.). The proposed solution must have a graphical user interface and an ad hoc reporting capability so that the County can generate reports on an “as needed" basis. The proposed solution must have the ability to automate reports and distribute them via email. All report generation subject to permission-based restrictions. The Proposer shall also describe its process for exporting, converting, and migrating legacy data into the new system. Proposals shall also describe the process used to verify and test migrated data to ensure accuracy. Tyler offers more than 70 standard reports ranging from case activity reports to statistical reports. These reports provide a variety of criteria, providing the user with the ability to get a wealth of information from the case data. We also provide reports standardized by the National Center for State Courts. Additionally, Tyler’s report builder allows you to create customized reports that can be used once or saved as a template for continued use. All reports can be exported into several different formats, attached to an email, or archived directly from the software. For a complete list of our standard reports, or a demonstration of the reporting system, please contact your Account Executive. In addition to more than 70 standard reports, you also have the ability to create and define your own reports. Here is a brief listing of some of the provided standard reports: In addition to more than 70 standard reports, you also have the ability to create and define your own reports. Here is a brief listing of some of the provided standard reports: • Status History Report: This report provides detailed information about any case, listing all the activities that occurred on the case by date and showing the operator accessing the case. • Officer/Agency Report: This report provides information on cases that were issued by a specific officer or agency. Depending on your requirements, this can be a very generic or a very detailed report. • Offense Report: This report provides information on specific offenses during a specific period. Depending on your requirements, this can be a very generic or a very detailed report. • Nation Center of State Court Reporting – CourTools: These reports have an established national standardized reporting format. They include reporting for: o Age of Pending Cases o Clearance Rates o Cost per Case Report o Time to Disposition Report • Filed/Closed by Offense Type Report: This report details all the activity of the staff from a given time period. The report will include the number of cases filed vs. closed, the cases closed by other means. This is an excellent report for management control. Please see Tyler’s sample reports provided below in this Section of the RFP Response. Continuance Listing Report Continuance Codes From 01/01/2010 Thru 03/19/2024 TYLER Tuesday, March 19, 2024 11:00 AM Date/Time Citation #-Viol. Continuance Code Attorney Judge Name 3/19/2024 11:00:03 AM Page 1 of 1 JUDGELEE, RICHARD JESSCONT DEF ATTY11/10/2015 1204896-1 JOHN, WADE P JUDGELEE, RICHARD JESSCONT DEF ATTY11/10/2015 1204896-2 JOHN, WADE P JUDGE STRIKERSMITH, BILL RCONT JUDGE02/23/2019 195128-3 JUDGERAY, ASHLEY MARIECONT OFF11/10/2015 196808-1 JUDGERATTANAPHOSY, DARCYCONT PRO SE DEFENDAN07/20/2022 23C652-1 JUDGESMITH, BILL RCONT PUBLIC DEF12/02/2016 15CT00000001-1 Number Of Continuance Codes: 6Report Totals: TYLER\Julie.Day\COURT Page 1 of 1 CourTools - Clearance Rates TYLER 3/19/2024 10:40:49 AM Detail and Totals For 08/01/2010 - 03/19/2024 Report By Offense Level Citation # Conviction Date Sentence Date Status Date Filed Date Status Defendant Type-Offense CA-CITY ATTORNEY 18R0001-1 ARCHULETA, FLOYD ROBERT CITY ATTORNEY-RECOVERY OF CITY LOSS 05/22/201805/16/2018 FILED * 18R0002-1 BJORCK, MAXWELL O CITY ATTORNEY-RECOVERY OF CITY LOSS 05/17/201805/08/20 18 FILED * 18R0004-1 DAVIS, CLARENCE CITY ATTORNEY-RECOVERY OF CITY LOSS 06/04/201806/04/2018 FILED * 18CC0001-1 DAY, OTIS CITY ATTORNEY-CLAIM 05/11/201805/11/2018 FILED * 18DR0001-1 DAY, OTIS CITY ATTORNEY-DEED RESTRICTION 05/11/201805/11/2018 FILED * 18R0003-1 FRANCOIS, SHAKAIA ROOBIRD CITY ATTORNEY-RECOVERY OF CITY LOSS 05/17/201805/08/2018 FILED * 18L0001-1 GILLETTE, ERICK JAMES CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18R0005-1 HARPER, CARRIE CITY ATTORNEY-RECOVERY OF CITY LOSS 06/06/201806/06/2018 FILED * 18DR0004-1 INC, DOLLAR GENERAL CITY ATTORNEY-DEED RESTRICTION 05/26/201805/26/2018 FILED * 18DR0003-1 INC, HOME DEPOT CITY ATTORNEY-DEED RESTRICTION 05/26/201805/26/2018 FILED * 18CC0003-1 INC, LUCKY CAB CITY ATTORNEY-CLAIM 05/26/201805/26/2018 FILED * 18DR0002-1 INC, WALMART CITY ATTORNEY-DEED RESTRICTION 05/26/201805/26/2018 FILED * 18CC0004-1 INC, YELLOW TAXI CITY ATTORNEY-CLAIM 05/26/201805/26/2018 FILED * 18CC0002-1 INGRAM, SPENCER CITY ATTORNEY-CLAIM 05/26/201805/26/2018 FILED * 18L0003-1 KINDER, LEE ANN CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18L0004-1 LILES, IDA MAY CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18R0006-1 MARKS, HOWARD CITY ATTORNEY-RECOVERY OF CITY LOSS 06/08/201806/08/2018 FILED * 18L0002-1 MARTIN, FLOYD CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18CC0007-1 PARKER, SARAH CITY ATTORNEY-CLAIM 05/28/201806/04/2018 FILED * 18CC0006-1 PAUL, THOMAS CITY ATTORNEY-CLAIM 05/28/201805/31/2018 FILED * 18CC0005-1 SIMON, JOHN CITY ATTORNEY-CLAIM 05/28/201805/28/2018 FILED * 18OR0001-1 12/01/2023 01/04/2024 SMITH, ANN CITY ATTORNEY-ORDINANCE 05/11/201805/11/2018 CLOSED F/GUILTY * * 18OR0002-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCE 05/26/201805/26/2018 FILED * 18OR0003-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCE 05/26/201805/01/2018 FILED * CA-CITY ATTORNEY Totals: New Filings: Reopened Cases: Reactivated Cases Total Incoming Cases: 24 0 0 24 Entry of Judgment: Reopened Disposition: Placed on Inactive Status: Total Outgoing Cases: 1 0 0 1 4% Clearance Rate: Report Totals: New Filings: Reopened Cases: Reactivated Cases Total Incoming Cases: 24 0 0 24 Entry of Judgment: Reopened Disposition: Placed on Inactive Status: Total Outgoing Cases: 1 0 0 1 4% Clearance Rate: TYLER\Julie.Day\COURT Page 1 of 4 CourTools - Age Of Pending Cases TYLER 3/19/2024 10:49:20 AM Detail and Totals For 01/01/2010 - 03/19/2024 Report By Offense Type Citation # Conviction Date Sentence Date Action Status Date State Filed Date ROA Date Time Disp. Days Status CA-CITY ATTORNEY 18R0001-1 ARCHULETA, FLOYD ROBERT CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 05/22/2018 Defendant 05/16/2018 2,135 FILED 2,135 0Total Active Days: Total Inactive Days 18R0002-1 BJORCK, MAXWELL O CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 05/17/2018 Defendant 05/08/2018 2,143 FILED 2,143 0Total Active Days: Total Inactive Days 18R0004-1 DAVIS, CLARENCE CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 06/04/2018 Defendant 06/04/2018 2,116 FILED 2,116 0Total Active Days: Total Inactive Days 18CC0001-1 DAY, OTIS CITY ATTORNEY-CLAIMOffense 05/11/2018 Defendant 05/11/2018 2,140 FILED 2,140 0Total Active Days: Total Inactive Days 18DR0001-1 DAY, OTIS CITY ATTORNEY-DEED RESTRICTIONOffense 05/11/2018 Defendant 05/11/2018 2,140 FILED 2,140 0Total Active Days: Total Inactive Days 18R0003-1 FRANCOIS, SHAKAIA ROOBIRD CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 05/17/2018 Defendant 05/08/2018 2,143 FILED 2,143 0Total Active Days: Total Inactive Days 18L0001-1 GILLETTE, ERICK JAMES CITY ATTORNEY-LITIGATION/LAWSUITOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18R0005-1 HARPER, CARRIE CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 06/06/2018 Defendant 06/06/2018 2,114 FILED 2,114 0Total Active Days: Total Inactive Days 18DR0004-1 INC, DOLLAR GENERAL CITY ATTORNEY-DEED RESTRICTIONOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days TYLER\Julie.Day\COURT Page 2 of 4 18DR0003-1 INC, HOME DEPOT CITY ATTORNEY-DEED RESTRICTIONOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0003-1 INC, LUCKY CAB CITY ATTORNEY-CLAIMOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18DR0002-1 INC, WALMART CITY ATTORNEY-DEED RESTRICTIONOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0004-1 INC, YELLOW TAXI CITY ATTORNEY-CLAIMOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0002-1 INGRAM, SPENCER CITY ATTORNEY-CLAIMOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18L0003-1 KINDER, LEE ANN CITY ATTORNEY-LITIGATION/LAWSUITOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18L0004-1 LILES, IDA MAY CITY ATTORNEY-LITIGATION/LAWSUITOff ense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18R0006-1 MARKS, HOWARD CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 06/08/2018 Defendant 06/08/2018 2,112 FILED 2,112 0Total Active Days: Total Inactive Days 18L0002-1 MARTIN, FLOYD CITY ATTORNEY-LITIGATION/LAWSUITOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0007-1 PARKER, SARAH CITY ATTORNEY-CLAIMOffense 05/28/2018 Defendant 06/04/2018 2,116 FILED 2,116 0Total Active Days: Total Inactive Days 18CC0006-1 PAUL, THOMAS CITY ATTORNEY-CLAIMOffense 05/28/2018 Defendant 05/31/2018 2,120 FILED 2,120 0Total Active Days: Total Inactive Days 18CC0005-1 SIMON, JOHN CITY ATTORNEY-CLAIMOffense 05/28/2018 Defendant 05/28/2018 2,123 FILED 2,123 0Total Active Days: Total Inactive Days TYLER\Julie.Day\COURT Page 3 of 4 18OR0002-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCEOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18OR0003-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCEOffense 05/26/2018 Defendant 05/01/2018 2,150 FILED 2,150 0Total Active Days: Total Inactive Days 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 23 100.00% Total 23 PercentCasesActive Days CA-CITY ATTORNEY QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals TYLER\Julie.Day\COURT Page 4 of 4 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 23 100.00% Total 23 PercentCasesActive Days Report Totals: QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals CourTools - Cost Per Case Report TYLER 3/19/2024 10:46:07 AM For Selected Offense Type(s) From Filed Date 10/01/2010 To Filed Date 03/19/2024 TYLER\Julie.Day\COURT Page 1 of 2 Case Types Single Assignment Multiple Assignment FTE Personnel Total Court Expenditures Total Cost By Case Total Dispositions Cost Per Case Staff Total Pro-rated by FTE Percent of Total Judicial Officer Staff Judicial Officer Percent Of Total Administrative Hearings/Appeals 2.00 3.00 $65,000.00 $65,000.00 24 $2,708.33 0.00 1.00 0.00 100.000% Total 2.00 3.00 $65,000.00 24 $2,708.33 0.00 1.00 0.00 100.000% CourTools - Cost Per Case Report TYLER 3/19/2024 10:46:07 AM Case Type 01 For Selected Offense Type(s) From Filed Date 10/01/2010 To Filed Date 03/19/2024 Citation #-Viol. File Date Sentence DateDefendant Offense DescriptionOffense Type Description TYLER\Julie.Day\COURT Page 2 of 2 18R0004-1 DAVIS, CLARENCE 06/04/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18CC0006-1 PAUL, THOMAS 05/31/2018 CA - CITY ATTORNEY CAC - CLAIM 18R0006-1 MARKS, HOWARD 06/08/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18CC0001-1 DAY, OTIS 05/11/2018 CA - CITY ATTORNEY CAC - CLAIM 18CC0005-1 SIMON, JOHN 05/28/2018 CA - CITY ATTORNEY CAC - CLAIM 18R0001-1 ARCHULETA, FLOYD ROBERT 05/16/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18R0002-1 BJORCK, MAXWELL O 05/08/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18CC0002-1 INGRAM, SPENCER 05/26/2018 CA - CITY ATTORNEY CAC - CLAIM 18R0003-1 FRANCOIS, SHAKAIA ROOBIRD 05/08/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18OR0002-1 TYLER, CITY OF 05/26/2018 CA - CITY ATTORNEY CAO - ORDINANCE 18CC0004-1 INC, YELLOW TAXI 05/26/2018 CA - CITY ATTORNEY CAC - CLAIM 18L0001-1 GILLETTE, ERICK JAMES 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18DR0004-1 INC, DOLLAR GENERAL 05/26/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18CC0003-1 INC, LUCKY CAB 05/26/2018 CA - CITY ATTORNEY CAC - CLAIM 18L0002-1 MARTIN, FLOYD 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18R0005-1 HARPER, CARRIE 06/06/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18DR0003-1 INC, HOME DEPOT 05/26/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18OR0001-1 SMITH, ANN 01/04/2024 05/11/2018CA - CITY ATTORNEY CAO - ORDINANCE 18DR0001-1 DAY, OTIS 05/11/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18CC0007-1 PARKER, SARAH 06/04/2018 CA - CITY ATTORNEY CAC - CLAIM 18L0004-1 LILES, IDA MAY 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18L0003-1 KINDER, LEE ANN 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18DR0002-1 INC, WALMART 05/26/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18OR0003-1 TYLER, CITY OF 05/01/2018 CA - CITY ATTORNEY CAO - ORDINANCE Total For Case Type 01: 24 TYLER\Julie.Day\COURT Page 1 of 2 CourTools - Time To Disposition TYLER 3/19/2024 10:47:36 AM Detail and Totals For 01/01/2010 - 03/19/2024 Report By Offense Type Citation # Conviction Date Sentence Date Action Status Date State Filed Date ROA Date Time Disp. Days Status CA-CITY ATTORNEY 01/04/2024 10:30 AM CASE FILED Pending 0 01/04/2024 10:47 AM CLOSED Disposed 0 18OR0001-1 12/01/2023 01/04/2024 SMITH, ANN CITY ATTORNEY-ORDINANCEOffense 05/11/2018 Defendant 05/11/2018 2,065 S CLOSED F/GUILTY 2,064 1Total Disposition Days: Total Inactive Days 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 1 100.00% Total 1 PercentCasesDisposition Days CA-CITY ATTORNEY QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals TYLER\Julie.Day\COURT Page 2 of 2 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 1 100.00% Total 1 PercentCasesDisposition Days Report Totals: QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals TYLER\Julie.Day\COURT Page 1 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Case Totals For 01/01/2010 - 03/19/2024 Report By Offense Type One Two Three Four Five Six Seven Eight Nine Ten Over 10 Total CasesOffense Type Number of Trial Settings Trial Type 1 1JUDGECIVIL 0%Percentage of Cases Disposed With 2 or Less Trials CI-CIVIL Totals 1 1 0%Percentage of Cases Disposed With 2 or Less Trials 1 1Report Totals: 0%Percentage of Cases Disposed With 2 or Less Trials TYLER\Julie.Day\COURT Page 2 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Trial Totals For 01/01/2010 - 03/19/2024 Report By Offense Type One Two Three Four Five Six Seven Eight Nine Ten Over 10 Total TrialsOffense Type Number of Trial Settings Trial Type 4 4JUDGECIVIL CI-CIVIL Totals 4 4 4 4Report Totals: TYLER\Julie.Day\COURT Page 3 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Average Trial Settings For 01/01/2010 - 03/19/2024 Report By Offense Type Average Trial SettingsOffense Type Trial Type Total Trial Settings Total Cases JUDGECIVIL 4 1 4.0 CI-CIVIL Totals 4 1 4.0 Report Totals: 4 1 4.0 TYLER\Julie.Day\COURT Page 4 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Detail Exceptions For 01/01/2010 - 03/19/2024 Report By Offense Type Citation # Conviction Date Sentence Date Status Date Filed Date Status Report Totals: 0 CONFIDENTIAL & PROPRIETARY Cost Proposal County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 55 Cost Proposal H. Cost Proposal: The Proposer shall provide a proposed project budget broken out by each of the major products and tasks showing the total direct costs and all other costs associated with the services provided, and the required amount of State general excise and use taxes. Costs should be identified as deliverables-based or recurring for system licensing and administration; and personnel costs should be disaggregated for project management, system design and build-out, testing, training, and/or system maintenance, as applicable. The Proposer shall provide a listing of hourly rates for project personnel that shall be used for direct labor costs. The Proposer shall submit a Products and Services Schedule, grouped by major product categories, of the products and services offered, which consists of an item number, item description and the County's maximum price for each product or service. Such schedule shall be established and maintained as an exhibit of the agreement between the County and selected Proposer upon award of contract. The scoring for cost shall be as follows: the Proposer’s proposal with the lowest cost will receive the highest available rating allowable to cost (10 points). Each proposal with a higher cost than the lowest shall have a lower rating for cost. The points allocated to the higher priced proposals will be calculated as [Lowest Price x Points (the maximum available)/Price in Proposer’s Proposal = Proposer’s Points Allowable to Cost] in accordance with Chapter 3-122 of the Hawai‘i Administrative Rules. The County will evaluate all solutions proposed. If a specific fee or cost related to a service is not offered, that item should be marked N/A to indicate “not available”. Notes The following Cost Proposal is based on the stated requirements provided by County of Hawai"i in this RFP. It includes Tyler software license fees, estimated services, project management, conversion, and travel and expense costs. Any stated conversion prices may vary depending on cooperation of previous vendor and/or the complexity of converting the data. Travel expenses are estimated; however, actual expenses will be billable. The license fees listed in this Cost Summary do not include any tax or other governmental impositions including, without limitation, sales, use, or excise tax. All applicable sales tax, use tax, or excise tax shall be paid by client and shall be paid over to the proper authorities by client or reimbursed by client to Tyler Technology on demand in the event that Tyler Technology is responsible or demand is made on Tyler Technology for the payment thereof. If tax-exempt, client must provide Tyler Technology with client's taxexempt number or form. Tyler SaaS Tyler utilizes AWS (Amazon Web Services) as our Software as a Service (SaaS) solution. All of your Tyler applications are hosted, maintained, supported, and administered on a private cloud by AWS. Tyler will manage all regular administrative tasks — including installation, upgrades, support, and file maintenance — and ensure all your databases, database servers, operating system, application files and image files are up to date and secure. Users simply access comprehensive Tyler applications and data through a secure Web interface that transmits encrypted data to each client workstation. Entities of all sizes can easily employ this streamlined system, taking advantage of a proven product and doing more with less. No heavy up-front fees, no dedicated IT staff, no maintenance required. It’s safe, reliable, affordable, and easy to use. 2024-461600-C3S1F6 CONFIDENTIAL Page 1 Sales Quotation For: Hawaii County 25 Aupuni St Ste 1101 Hilo HI 96720-4245 Quoted BY Jon Atkin Quote Expiration 9/16/24 Quote Name Case Management SaaS Tyler Annual Software – SaaS Description Annual Municipal Justice powered by Incode Municipal Justice 10 Suite Case Manager $ 43,081 Cash Collections $ 0 Case Import Interface $ 2,572 Laserfiche Output Channel $ 4,630 Output Director $ 2,588 Defense Attorney Access $ 2,500 Court Public Access $ 2,500 Tyler One Content Manager Suite Content Manager Enterprise $ 16,718 Content Manager Auto Indexing and Redaction $ 3,215 2024-461600-C3S1F6 CONFIDENTIAL Page 2 TOTAL: $ 77,804 Term # of Years: 3 Tyler Annual Services Description Annual ERP Pro powered by Incode Other Services Advanced Cloud Reporting Services $ 6,000 Municipal Justice powered by Incode Municipal Justice 10 Suite Additional Storage 4.4 TB $ 26,400 TOTAL: $ 32,400 Tyler Fees per Transaction Description Net Unit Price Municipal Justice powered by Incode Municipal Justice 10 Suite Miscellaneous Payments $ 1.25 Payments Use Case List Price Service% Min Basis Points Rate Cap POS Online IVR Payments - Payer Card Cost - Service Fees Tyler One Municipal Justice Payments Municipal Justice 3.95% $ 2.50 X X Payments - Other Fees Tyler One Credit Card Chargebacks $ 15.00 2024-461600-C3S1F6 CONFIDENTIAL Page 3 Payer Card Cost per card transaction with Visa, MasterCard, Discover, and American Express when applicable. Credit Card Chargebacks If a card payer disputes a transaction at the card issuing bank (e.g. stolen card) Services Description Hours/Units Extended Price Municipal Justice 10 Suite Data Conversion Services $ 15,000 Professional Services 220 $ 31,900 Project Management 1 $ 7,750 Training after go live 40 $ 5,800 Municipal Justice Custom Development 1 $ 6,000 Content Manager Suite Professional Services 126 $ 18,270 Data Conversion Services $ 10,000 TOTAL: $ 94,720 Summary One Time Fees Recurring Fees Total SaaS $ 77,804 Total Tyler Services $ 94,720 $ 32,400 Summary Total $ 94,720 $ 110,204 Contract Total $ 204,924 2024-461600-C3S1F6 CONFIDENTIAL Page 4 Comments Add ability ot download an individual court session as an ICS calendar file Work will be delivered remotely unless otherwise noted in this agreement. SaaS is considered a term of one year unless otherwise indicated. Your use of Tyler Payments and any related items included on this order is subject to the terms found at: https://www.tylertech.com/ terms/payment-card-processing-agreement. By signing this order or the agreement in which it is included, you agree you have read, understand, and agree to such terms. Please see attached Tyler Payments fee schedule. Content Manager Enterprise Includes Employee Onboarding Miscellaneous Payments Miscellaneous Payments Component allows clients to setup payment forms for misc. payments with a fixed, calculated or open payment amount. The payments are sent from the website to the cash collection/Cashiering application and then posted to the GL application. NOTE: There is a per transaction fee associated with the Miscellaneous Payments that will be paid by client unless Tyler is instructed by the client to pass along to the user at time of payment. Municipal Justice Payments An annual PCI compliance fee in the amount of $99 and a monthly Gateway fee in the amount of $10 will be billed per merchant account. Case Management Data Conversion Court Case Management conversion includes Name Information (Address, phone, name notes), Vehicle Information, Officer Information, Offense Code Information, Case Information (violation date, comments, citation), Witness Information, Disposition Information Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 60 Clarifications & Understandings Below Tyler has included the information that was uploaded to the bid portal before the question due date. We have also included the information here for your convenience. County of Hawaii, HI (“Client”) RFP 4548 Provide, Maintain, and Support an Electronic Case Management System for the Office of the Corporation Counsel, County of Hawai’i Tyler Technologies, Inc.’s Statement of Exceptions to the Procurement Documents 1. Form of Contract, Order of Priority (Solicitation sec. 1.1 Solicitation Forms; Solicitation sec. 1.6 General Terms and Conditions; General Terms and Conditions generally; General Terms and Conditions sec. 2.1 Order of Precedence Conflicting Provisions, sec. 2.2 Solicitation Forms, sec. 8.4(a) Execution of Contract, sec. 8.6(a) Failure to Execute Contract, sec. 10.3 Compliance with Contract Terms): Tyler’s Proposal is based on the delivery of the requested software and services according to Tyler’s standard implementation methodology and Tyler’s standard contract. That methodology, and that contract, have been refined and enhanced over Tyler’s many years of operation in the public sector information technology market. Tyler’s submission of its Proposal does not waive Tyler’s right to negotiate any and all terms to the mutual satisfaction of the parties. Tyler will be obligated to provide products and services only upon execution, and under the terms and conditions, of the mutually negotiated contract between Tyler and the Client. Tyler will consider its implementation methodology and its contract to be the starting point for those negotiations unless expressly stated otherwise in its Proposal. Tyler recognizes that there may be clauses of particular importance to the Client that may not be included in the Tyler contract. Tyler is amenable to accommodating the Client’s contract requests by incorporating mutually agreed clauses into the Tyler contract. Tyler’s standard contract is included for your reference. Tyler will agree to incorporate the Client’s RFP by reference into the final contract, so long as Tyler’s Proposal is incorporated as well, and the order of priority in the event of any conflict is: (1) the final negotiated agreement; (2) Tyler’s Proposal; and (3) the RFP. If selected, Tyler will promptly and efficiently negotiate with the County even if reaching mutual agreement takes more than ten (10) calendar days. Tyler’s payment processing services are subject to a separate Payment Processing Agreement. 2. Compliance with RFP (Solicitation sec. 1.11 Examination of Proposal and Contract Documents; Proposal Letter template at page marked 1 at PDF p. 12; Special Provisions sec. 9 Exceptions; General Terms and Conditions p. 6 Purpose, sec. 8.3(a) Acceptance of Offer, sec. 10.3 Compliance with Contract Terms): Tyler’s Proposal will comply with and be subject to the RFP’s terms, except as modified by, taken exception to, and as otherwise provided in Tyler’s Proposal. 3. Ownership (Solicitation sec. 1.14 Proprietary or Confidential Information; General Terms and Conditions sec. 3.7 Proprietary or Confidential, sec. 11.3 Copyright, sec. 12.12(b) Contractor’s Obligations (c) Right to Goods): The Client may use the Tyler Proposal for its internal reference in evaluating proposals. We do not agree to work-for-hire provisions. Tyler retains all intellectual property and confidentiality rights in and to our proprietary and/or confidential information and deliverables. We reserve the right to protest the public disclosure of our confidential business information/trade secrets but will comply with applicable public records laws. Tyler does not grant a license to reproduce its materials or any of its work under the parties’ contract. Tyler disagrees that the County has any right to direct Tyler to assign its right, title, and interest under any orders, goods, or related items to the County. 4. Insurance (Solicitation sec. 1.16 Insurance/Certificate of Insurance; General Terms and Conditions sec. 8.8 Submission of Insurance Certification): Tyler will provide its evidence of insurance certificate. Tyler’s Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 61 insurance program is established at a corporate level and is not subject to change for individual customers. While performing services under an agreement with the Client, we will agree to maintain the following levels of insurance: (a) Commercial General Liability (CGL) of $1,000,000 per occurrence and in the aggregate; (b) Automobile Liability of $1,000,000; (c) Professional Liability of $1,000,000; (d) Cyber Liability of $1,000,000; (e) Workers’ Compensation complying with applicable statutory requirements; and (f) Excess/Umbrella Liability of $5,000,000 per occurrence and in the aggregate. We agree to secure our insurance from a carrier with a minimum AM Best rating of A-:VII. Tyler’s insurance coverage is evidenced using a standard Acord form. The coverage limits set forth on our certificate of insurance do not apply separately. Certificates of insurance listing the customer as certificate holder are available upon request after a contract is signed. Copies of Tyler’s insurance policies are made available only in the event a claim is disputed or denied. Tyler will disclose its deductibles upon written request, but those deductibles are not subject to customer approval. Tyler is well-positioned financially to satisfy its deductibles. At your request during contract negotiations, we will add language to the insurance provision that adds you as an additional insured to our commercial general liability and auto liability policy for claims caused, in whole or in part, by Tyler as respects the contract, which automatically affords you the same status under our excess/umbrella liability policy. A certificate of insurance reflecting that status may be provided at your request after the contract is executed. Our carrier has issued blanket endorsements regarding additional insured status; we do not issue separate endorsements specific to each customer. We agree that our insurance is primary for claims under our CGL or auto policies that are caused, in whole or in part, by Tyler as respects the contract. If required, Tyler will agree to waive subrogation, but only on claims under our CGL or auto policies that arise out of or relate to the contract and are between us and you, except to the extent you cause the damage or injury. If you require it in the contract, we will agree to provide you with notice of cancellation or nonrenewal, or reduction in our insurance coverages below the minimum requirements set forth in the contract within thirty (30) days thereof unless replaced. Renewal certificates of insurance will be provided as close as practicable to the date the applicable policy or policies is/are renewed. For claimsbased coverage, Tyler will agree to tail coverage of up to 36 months. 5. Taxes (Proposal Letter template at page marked 1 at PDF p. 12; Special Provisions sec. 3 Applicable Taxes; General Terms and Conditions sec. 3.3(f) Preparation of Offer, sec. 10.5 Price Inclusive of All Applicable Taxes): Unless noted otherwise, the fees quoted by Tyler do not include any taxes, including, without limitation, sales, use or excise tax. All applicable taxes shall be paid by Tyler to the proper authorities and shall be reimbursed by the Client to Tyler. In the event the Client possesses a valid direct-pay permit, the Client will forward such permit to Tyler on the effective date of the contract. In such event, the Client shall be responsible for remitting all applicable taxes to the proper authorities. If tax-exempt, the Client shall provide Tyler with the Client’s tax-exemption certificate. 6. Nonappropriation (Specifications sec. 1.4 Scope of Solicitation; General Terms and Conditions sec. 8.4(b)(2) Execution of Contract): If the Client should not appropriate or otherwise make available funds sufficient to purchase, lease, operate or maintain the products set forth in the contract, the Client may unilaterally terminate the contract upon thirty (30) days’ prior written notice to Tyler. Upon termination, the Client shall remit payment for all products and services delivered to the Client and all expenses incurred by Tyler prior to Tyler’s receipt of the termination notice. The Client will not be entitled to a refund or offset of previously paid license and other fees. 7. Time Being “of the Essence,” Project Schedule (Specifications sec. 1.4 Scope of Solicitation; General Terms and Conditions sec. 10.7 Liquidated Damages, sec. 10.8(a) Delivery, sec. 10.9(b) Notice to Proceed, sec. 10.13 Time Is of the Essence): Tyler does not agree to time being made “of the essence.” Tyler will begin and perform services in accordance with the mutually agreed upon implementation plan schedule. Software implementations are a collaborative process and require the resources and performance of Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 62 both parties. Accordingly, Tyler does not guarantee compliance with the indicated project schedule but will work with the client during contract negotiations to establish an estimated timeline for project activities. 8. Renewals (Specifications sec. 1.4 Scope of Solicitation): Except as otherwise provided in Tyler’s Proposal: Tyler’s standard contract is designed with an initial term followed by automatic one-year renewal terms, which will continue unless terminated at least 60 days prior to end of the annual renewal term. Annual terms will renew at Tyler’s then-current rates unless otherwise agreed to by the parties. 9. Project Plan (Specifications sec. 1.7(F) Implementation, Project Management, Training and Ongoing Support): Tyler’s Proposal includes a sample project plan. Tyler will deliver the actual project plan upon obtaining further information from the Client. 10. Personnel (Specifications sec. 1.7(F)(6) Implementation, Project Management, Training and Ongoing Support): Tyler will provide information on representative Tyler personnel. We are unable to assign personnel to a project until Tyler is selected and a contract is signed, in an effort to use resources most effectively. 11. Pricing (Specifications sec. 1.7(H) Cost Proposal; General Terms and Conditions sec. 2.5(b),(c) Price Items, sec. 3.3(f) Preparation of Offer, sec. 10.5 Price Inclusive of All Applicable Taxes): Unless expressly indicated otherwise, our Proposal contains estimates of the amount of services and associated expenses needed, based on our understanding of the size and scope of your project. The actual amount of services and expenses depends on such factors as your level of involvement in the project and the speed of knowledge transfer. If required, we will provide a not-to-exceed quote once the scope of services has been finalized. Unless noted otherwise, our services rates do not include travel expenses, which are separately estimated and are payable in accordance with our then-current Business Travel Policy. Unless expressly indicated otherwise, the fees we have quoted do not include any taxes. 12. Venue (Special Provisions sec. 14 Venue; General Terms and Conditions sec. 10.10(c) Disputes): Tyler reserves the right to file a complaint with, or remove any litigation to, a federal court of competent jurisdiction. 13. Liquidated Damages (Special Provisions sec. 16 Liquidated Damages; General Terms and Conditions sec. 10.7 Liquidated Damages): Tyler cannot agree to liquidated damages provisions and does not agree to those provisions in the procurement materials. Tyler is willing to negotiate a mutually agreeable retention amount on services payments. 14. Nondiscrimination (Special Provisions sec. 10 Nondiscrimination in County Contracts, sec. 11.11 Nondiscrimination): Tyler agrees to comply with the applicable disability laws, rules and regulations as they relate to its employment practices and the services being proposed. Tyler will not discriminate against any person employed or applying for employment concerning the performance of our responsibilities under the contract. This discrimination prohibition will apply to all matters of initial employment, tenure, and terms of employment, or otherwise with respect to any matter directly or indirectly relating to employment concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that is unrelated to the individual's ability to perform the duties of a particular job or position, height, weight, marital status, or political affiliation. We will post, where appropriate, all notices related to nondiscrimination as may be required by applicable law. 15. Definitions (General Terms and Conditions sec. 1 Definitions of Terms): The parties’ contract will contain such definitions as are mutually agreeable to the parties and based on the substantive terms of the contract. 16. Access to Facilities (General Terms and Conditions sec. 3.1(c) Competency of Offeror): Access to Tyler’s facilities, if permitted by Tyler, will be restricted or limited for security purposes and to protect Tyler’s Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 63 proprietary and confidential business information and that of its clients. The decision on such access is wholly within Tyler’s discretion. 17. Laws and Regulations (General Terms and Conditions sec. 3.5, sec. 11.1 Laws to Be Observed, sec. 11.12 Responsibility of Contractor and Tax Clearance, sec. 11.13 Campaign Contributions by State and County Contractors): Tyler reserves the right to review and discuss with the Client specific laws and regulations that the Client wishes to incorporate into the final contract. Tyler, in the performance of services, will comply with all applicable state and federal laws, ordinances, orders, decrees, and regulations. The quoted fees are based, in part, on the cost of compliance with applicable laws existing as of execution of the contract. Should laws applicable to Tyler’s performance under the contract change post-signature, Tyler reserves the right to seek a change order for the additional work, time, and/or cost that may be required to comply with the new law, ordinance, or regulation. 18. Software and Services Warranties; Disclaimer of Other Warranties (General Terms and Conditions sec. 8.3(a) Acceptance of Offer, sec. 10.3 Compliance with Contract Terms, sec. 10.4 Examination of Site, sec. 11.2 Warranty of Title): For as long as the Client has an in-force maintenance or SaaS agreement, as applicable, Tyler warrants that the Tyler software will substantially conform to the functional descriptions of the Tyler software contained in Tyler’s Proposal, or their functional equivalent. Future functionality may be updated, modified, or otherwise enhanced through our maintenance and support services, and the governing functional descriptions for such future functionality will be set forth in our then-current documentation. Tyler warrants that it will perform services in a professional, workmanlike manner, consistent with industry standards. In the event Tyler provides services that do not conform to this warranty, Tyler will re-perform the services at no additional cost to the Client. Tyler disclaims all implied warranties. Tyler does not provide implied warranties, including the implied warranties of merchantability and fitness for a particular purpose, as they are subjective. Tyler does not warrant that it has examined the proposed work site. Tyler provides a comprehensive, objective warranty tied to functional descriptions of the Tyler software. 19. Bonds (General Terms and Conditions sec. 3.4 Offer Guaranty, sec. 5.4(l), sec. 8.5 Contract Bond, sec. 8.6(a), Exhibit D, Exhibit E, Exhibit I, Exhibit J): The RFP makes clear that no bid bond or performance bond is required for this RFP. Tyler takes exception to those portions of the General Terms and Conditions that assume that a bid bond or performance bond was required. Tyler also takes exception to any requirement for a payment bond. Tyler does not issue payment bonds. 20. Dispute Resolution, Breach, Performance (General Terms and Conditions sec. 10.3 Compliance with Contract Terms, sec. 10.10 Disputes, sec. 10.11 Remedies, sec. 12.11 Termination for Default): Tyler’s performance will be consistent with its warranties. In the event a dispute arises, or Client believes Tyler has materially breached the contract, the Client shall follow the mutually agreed to dispute resolution process. Tyler prefers a dispute resolution process that involves mediation before an impartial independent mediator. Tyler will continue performing during a dispute unless the nature of the dispute dictates otherwise; Tyler expects any such obligation to be mutual. Tyler reserves all rights and remedies available to it under applicable law. Tyler is opposed to Client procuring replacement products and/or services at Tyler’s expense. Tyler is opposed to allowing the Client the right to offset or withhold payment and prefers instead to resolve the dispute through the mutually agreed-upon disputeresolution process. 21. Limitation of Liability/Damages Exclusion (General Terms and Conditions sec. 10.7 Liquidated Damages, sec. 11.7 Indemnification): EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THE CONTRACT, TYLER’S LIABILITY FOR DAMAGES ARISING OUT OF THE CONTRACT, WHETHER BASED ON A THEORY OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO CLIENT’S ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) DURING THE INITIAL TERM, AS SET FORTH IN THE Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 64 CONTRACT, TOTAL FEES PAID AS OF THE TIME OF THE CLAIM; OR (B) DURING ANY RENEWAL TERM, THE THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT RENEWAL TERM. THE PRICES SET FORTH IN THE CONTRACT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO TYLER’S INDEMNIFICATION OBLIGATIONS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TYLER BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF TYLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 22. Delivery (General Terms and Conditions sec. 10.8 Delivery): The vast majority of delivery is intended to be electronic. In the event of any physical delivery, risk of loss passes to the Client upon delivery. 23. Right of Offset (General Terms and Conditions sec. 10.12 County’s Right of Offset): Tyler is opposed to allowing the Client the right to offset or withhold payment and prefers instead to resolve the dispute through the mutually agreed-upon dispute-resolution process. 24. Indemnification (General Terms and Conditions sec. 11.1(b) Indemnification for Violation of Law, sec. 11.7 Indemnification): Tyler shall defend, indemnify, and hold harmless the Client from and against any and all direct claims, losses, liabilities, damages, costs, and expenses (including reasonable attorney’s fees and costs) from third parties for personal injury or property damage arising from Tyler’s negligence or willful misconduct; or Tyler’s violation of a law applicable to Tyler’s performance under the contract. The Client must notify Tyler promptly in writing of the claim and give Tyler sole control over its defense or settlement. The Client agrees to provide Tyler with reasonable assistance, cooperation, and information in defending the claim at Tyler’s expense. 25. Indemnification on Intellectual Property Infringement (General Terms and Conditions sec. 11.2 Warranty of Title, sec. 11.4 Infringement Indemnification): Tyler will defend, indemnify, and hold harmless the Client from third-party claims that the Tyler software and/or documentation infringes an intellectual property right in accordance with Tyler’s standard contract. 26. Assignment (General Terms and Conditions sec. 11.5 Subcontracting and Assigning, sec. 12.9(a) No Assignment): Neither party may assign the contract without the prior written consent of the other party, except that Tyler may, without the prior written consent of the Client, assign the contract in its entirety to the surviving entity of any merger or consolidation or to any purchaser of substantially all of Tyler’s assets. 27. Audit Rights; Record Retention (General Terms and Conditions sec. 11.10 Record Retention and Right to Audit Records): The Client may audit Tyler’s books and records relating directly to the contract once per year on one-week advance written notice, and at Client’s expense. Unless otherwise agreed, the location of the records will be the Tyler office servicing the contract. The audit will not include access to Tyler’s personnel records, or conditions of employment. Tyler will maintain complete and accurate records of time and expense relating directly to the contract for the greater of five (5) years from their creation or the period required by applicable law. 28. Termination (General Terms and Conditions sec. 12.11 Termination for Default, sec. 12.12 Termination for Convenience): The Client may terminate the contract for cause in the event Tyler fails to cure a material breach according to the terms of the dispute resolution process set forth in Tyler’s standard contract. The Client will make payment to Tyler for all undisputed products, services and expenses delivered or incurred through the effective date of termination. Payment for disputed products, services and expenses, and the Client’s remedies, will be determined through the mutually agreed dispute resolution process. Tyler’s standard practice is not to include a termination for convenience provision in its contracts, given the significant investments made by both parties to the procurement and Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 65 implementation. Tyler relies instead on its termination provisions for cause, non-appropriation, and/or force majeure. 29. Acceptance (Terms and Conditions sec. 12.11(c) Compensation, sec. 12.12(d) Compensation, sec. 13 Payment): Tyler is willing to negotiate a mutually agreeable acceptance process based on warranted functionality. 30. Payments and Invoicing (General Terms and Conditions sec. 13 Payment): Tyler’s standard payment terms are set forth in the Invoicing and Payment Policy (Exhibit B) to the standard Tyler contract. Payment is due within forty-five (45) days of invoicing. Hawaii County Excep�ons Support Hours: Our Standard support hours are currently 7 am to 7 pm central standard �me. We are open to discussing op�ons for extending those hours as needed. Addi�onally, Tyler provides a number of self-guided tutorials and self-help ar�cles and videos in a robust Tyler University library that is available 24/7. Terms & Conditions Please see the Tyler Technologies standard Terms and Conditions contract in this section of this RFP Response. Tyler Technologies is willing to negotiate contract terms to suit both parties upon award of contract. https://www.tylertech.com/portals/0/terms/public-admini stration/New-Public-Administration-GroupClients-SaaS-Agreement.pdf Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 66 Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 67 Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 68 County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 69 Bid Zip RFP #4548/Tyler Technologies, Inc._234206/County of Hawaii RFP ERP PRO Court RFP from Tyler Technologies_Redacted.pdf ORIGINAL County of Hawai’i Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i 4548 Monday, April 15, 2024 Jon Atkin - Senior Account Executive 5519 53rd St., Lubbock, TX 79414 Phone: 801.244.4300 Email: Jon.Atkin@tylertech.com Restrictions on Disclosure This response from Tyler Technologies, Inc. (“Tyler”) contains proprietary and confidential information, including trade secrets, belonging to Tyler or Tyler’s partners. Tyler is submitting this response on the express condition that the following portions will not be duplicated, disclosed, or otherwise made available, except for internal evaluation purposes: • Response to the Functional Requirements, or “Checklist” • Line-item pricing (total proposed contract amount may be disclosed) • Screen shots, if any • Detailed information regarding current customers • Detailed employee resumes/CVs • Customized Statement of Work/Implementation Plan To the extent disclosure of those portions is requested or ordered, Tyler requires written notice of the request or order. If disclosure is subject to Tyler’s permission, Tyler will grant that permission in writing, in Tyler’s sole discretion. If disclosure is subject to a court or other legal order, Tyler will take whatever action Tyler deems necessary to protect its proprietary and confidential information and will assume all responsibility and liability associated with that action. Tyler agrees that any portions not listed above and marked accordingly are to be made available for public disclosure, as required under applicable public records laws and procurement processes. Trademarks Disclaimer Because of the nature of this response, third-party hardware and software products may be mentioned by name. These names may be trademarked by the companies that manufacture the products. It is not Tyler’s intent to claim these names or trademarks as our own. Same Tyler Products, New Names Since 1999 Tyler has been building the best array of software solutions for the public sector. If you have spoken with one of our representatives, attended a demonstration, or browsed our website before 2022, you may notice some changes in our products. Many of Tyler’s products are getting new, simplified names. These updated names will be functional in nature, making it easier to understand what our products do. Our products are changing in name only. There will be no change in product functionality, support, or services. You can continue to expect the best with Tyler. We are excited to share this journey into the next evolution of Tyler Technologies. For details, please visit https://www.tylertech.com/about-us/who-we-are/product-name-update-faq Monday, April 15, 2024 County of Hawai’i Diane Nakagawa Director of Finance County of Hawai'i 25 Aupuni Street Hilo, HI 96720 Dear Diane Nakagawa, Tyler Technologies, Inc. (Tyler) is pleased to submit the enclosed proposal for your evaluation and consideration in response to the County of Hawai’i’s RFP for Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i. The attached proposal details our complete offering. It includes: • The Municipal Justice software solution • Business Process assessment & consulting • Implementation of software & services • Technical and functional staff training • Ongoing maintenance & support Tyler has carefully reviewed the project goals, stated objectives, and requirements defined within the RFP, and we are excited about the opportunity to work with the County on this project. We are confident that Tyler’s solution brings the right mix of resources, experience, and technology to foster an environment for success. Tyler provides: • Strength – Tyler’s strong financial position and solid business plan ensures that your software is safe from economic downturns. As a publicly traded company, the financial strength of Tyler is transparent. Tyler’s proven track record and long-term business strategy protects your office from the hardship you may have experienced of other vendors that sell unproven solutions. Tyler expects to be your vendor for life. • Experience – Tyler knows HI - Our Business Analysts actively track legislative changes and provide proactive solutions to clients. We make certain that your software is compliant with state statutes and best practices. • Responsiveness – Tyler positions our product lines to run as independent, responsive business units. We have a team of professionals dedicated exclusively to the Tyler solution. Our team is not pulled in multiple directions like other vendors whose staff must develop, support, and implement multiple products with different missions. Tyler responds to your needs. • Continuity – Tyler’s employee longevity helps ensure that your implementation comes from experienced and knowledgeable personnel. More than 60% of employees who were with Tyler a decade ago are still with Tyler today. • Tyler Community – Tyler connects your office to an extensive user community through Tyler Community. Tyler Community is where users share and learn best-practices within a network of hundreds of other users. Users take part in quarterly design nominations and vote for design changes 5519 53rd Street Lubbock, TX 79414 P: 800.646.2633 F: 806.797.4849 www.tylertech.com as the Tyler team coordinates ideas from the knowledge base and practical experience of our user community. Your voice matters, and we listen. • Protection – Tyler’s Evergreen philosophy gives clients the latest technology for the life of the product. Evergreen ensures that your software is always up-to-date with current statutes and new technologies. Our development team delivers four quarterly software updates annually to ensure that the County’s office and citizens have a superior experience using the software. • Risk Avoidance – Tyler is the largest government sector software provider in the United States, with more than 37,000 successful installations across 13,000 sites, 7,200+ employees, 4 million cloud users, and over 1 billion in annual revenue. Our commitment and investment in the government technology market is our sole focus and strategy. This proposal and cost schedule is valid and binding for 120 days following the RFP due date. Except as set forth in this proposal, this proposal can be released in part or in total as public information in accordance with the requirements of the laws covering same. Tyler continually seeks out business partners to share in our success rather than just customers. Our partners, like you, understand the difference between value and cost and want what is best for their communities. If you have any questions, please contact Jon Atkin, your Senior Account Executive at 801.244.4300 or via email at Jon.Atkin@tylertech.com for more information. Tyler Technologies authorizes the signatory of this letter to negotiate and bind Tyler Technologies to this response. Respectfully submitted, Sean Marlow President – Municipal and Schools Division Tyler Technologies, Inc. Tax ID # 75-2303920 CERTIFICATE OF SECRETARY OF TYLER TECHNOLOGIES, INC. The undersigned, being the duly elected and qualified Secretary of Tyler Technologies, Inc., a Delaware corporation (“Tyler”), hereby certifies on behalf of Tyler that: 1. Attached hereto is a true, correct and complete copy of resolutions duly adopted by the Executive Committee of the Board of Directors of Tyler. IN WITNESS WHEREOF, the undersigned has executed this Certificate of Secretary on behalf of Tyler as of December 1, 2023. TYLER TECHNOLOGIES, INC. a Delaware corporation By: Name: Abigail M. Diaz Title: Secretary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page i Table of Contents Cover Letter .................................................................................................. ....................................................... ii Executive Summary .......................................................................................................................... ................... 1 Company Background ......................................................................................................................................... 4 Technical Specifications and Functional Requirements.................................................................................... 12 Implementation, Project Management, Training and Ongoing Support .......................................................... 19 System Reporting, Data Migration and Integration ............................................................................... ........... 40 Cost Proposal .................................................................................................................................................... 55 Clarifications & Understandings ....................................................................................................................... 60 Executive Summary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 1 Executive Summary In response to the County of Hawai’i’s RFP, Tyler is proposing its Municipal Justice solution. Our response reflects our understanding of your requirements and our ability to deliver the quality products and services you need for a successful project. Tyler’s solution represents the pinnacle of public sector software offering an integrated solution of comprehensive applications designed to resolve the County’s complex needs. Choice Though the County of Hawai’i will review many choices during this evaluation process, our goal is to make your choice an easy one. With Tyler, there is no need to move from vendor to vendor, solution to solution, technology to technology. Tyler’s solution is an integral part of a community of employees, customers, and partners who all share a passion for serving the public. As part of that community, the County will have access to all the tools needed to efficiently manage your operations. With the goal of being the last software company you ever choose; Tyler will work for and with you to consistently provide you with the broadest and most advanced public sector solutions available. Court Case Management The Municipal Justice Case Management solution is a fully integrated, graphical application that also provides excellent calendar and document management and so much more. Utilizing a variety of user-defined options, the court system can be configured to fit your individual needs. Users can create a customizable dashboard, schedule their desired reports, and set automated case updates. Easily create master files for persons, attorneys, etc. eliminating the need to re-enter existing information for every case. The existing information can be easily located and attached to a new case. Appealed case filing information can be provided to the Municipal Justice Case Management system from other case management system from a case import file using a generic file interface to remove manual data entry. These features therefore save time for staff. Municipal Justice prides itself on customer service when it comes to training and support. So much so, we provide a complete user reference list of all clients. We feel that when you purchase software, it should be a long-term item, not one that you will be purchasing every few years. Tyler provides on-going development to continually provide enhancements to keep the software on the cutting edge. Compare product for product and you’ll see that Municipal Justice beats the competition hands down. Our feature rich court system will improve your court’s efficiency, accuracy and overall abilities to meet the demanding needs of tracking court cases. Objectives & Scope At Tyler, we are uniquely qualified to meet the needs of the County through our experience, our software, and our absolute commitment to customer satisfaction. Our customers have a direct impact on the evolution of the software and the processes involved in implementing and supporting it. Each of the products and services listed in the response are represented as a description and a list of activities and assumptions. Tyler products will be implemented “off the shelf” without customization or modification, except as detailed in the response. Tyler’s proposed suite offers integrated applications that are specifically designed to enable governments to be more efficient, more accessible, and more responsive to the needs of their citizens. Consistent integration among applications has always been a priority and a key benefit to organizations looking to improve their business practices. The key benefits to the system include, but are not limited to: Executive Summary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 2 • Providing a single, comprehensive, and integrated solution to manage the County’s business functions • Streamlining business processes through automation, integration, and workflows • Providing a user-friendly user interface to promote system use, productivity, and minimize the need for training • Eliminating redundant data entry • Providing many standard reports directly from the software with access to data through inquiry and drill down capabilities • Providing multiple interfaces to commonly used 3rd party systems Comprehensive Software & Services Tyler’s solution is intended to upgrade County of Hawai’i’s departments to the latest system available in today’s marketplace. Tyler’s platform is distinguished from the competitive landscape by the fact that we develop and support 100% of our products in-house. All software development, implementation, and support services are provided solely by our in-house personnel. This has enabled us to build and evolve a software platform and ecosystem that infuses employee passion for industry-specific software automation with the front-line experiences our leading customers have provided. The result of this commitment is the industry’s most powerful, seamless, efficient, user-intuitive, and scalable platform for local government automation. Our group of seasoned consultants, trainers, product experts, and programmers bring years of local government software experience to make your transition a smooth success. Tyler handles the following aspects of your project under a single contract: • System Delivery • Implementation • Training • Support and Maintenance • Software Updates and Upgrades What Sets Tyler Apart There are a number of key differentiators of Tyler that should be viewed as significantly advantageous to the County. First and foremost, all of Tyler’s efforts are focused on providing technology solutions to the public sector. Our attention is not diluted by providing solutions to other industries and our staff are industry experts in the public sector arena. Secondly, Tyler has consciously decided to implement our own projects. We don’t outsource our implementation efforts to 3rd party integrators. We feel this allows us to provide better service to our customers at a much lower cost. Furthermore, due to our expertise in the public sector, we’re able to identify to our customers the best business practices of the public sector more clearly. Our approach to implementation will inevitably result in a project with a greater definition of cost, knowledge transfer, and timeframe. Third, Tyler adheres to a philosophy called “Evergreen Development.” Under this approach, Tyler will provide all future enhancements including platform changes to the Tyler solution to the County as part of its annual maintenance agreement without additional re-licensing fees. This is a significant divergence from the typical business practices of traditional vendors. Executive Summary County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 3 Fourth, Tyler has partnered with Amazon Web Services (AWS) for our SaaS and hosted solutions. AWS provides a simple way to access servers, storage, databases, and a broad set of application services over the Internet. A cloud services platform such as Amazon Web Services owns and maintains the network-connected hardware required for these application services, while you provision and use what you need via a web application. With AWS and Tyler, you can: trade capital expense for variable expense, beneﬁt from massive economies of scale, stop guessing capacity, increase speed and agility, and stop spending money running and maintaining local data centers. Fifth, if there are modifications to be delivered through the implementation process, it is important to note that these modifications for the County would become part of the generally-released system available to all clients going forward. This allows our clients on annual maintenance to receive additional functionality from new clients as well as our support team does not have to worry that you have modifications when either supporting or upgrading you. Most vendors today still maintain modifications by individual clients which places more stress on their support teams and cost to the client when upgrading. Commitment At Tyler, we are uniquely qualified to meet the needs of the County through our experience, our software, and our absolute commitment to customer satisfaction. That commitment, along with the consistent evolution of technology and software features, has resulted in a retention rate of more than 98 percent and long-term relationships with our users. With more than 37,000 customers, this partnership is an integral part of who we are and what we do. Our customers have a direct impact on the evolution of the software and the processes involved in implementing and supporting it. Protecting Your Investment for Years to Come Tyler’s “Evergreen” Development Philosophy ensures that the County will always have industry-leading functionality that utilizes current technology. As part of our annual support fee, all enhancements to our software are provided at no additional charge. This allows our users to continue to take advantage of new advances without having to relicense the software. Additionally, these enhancements are delivered in manageable upgrades that do not require a complete reimplementation of the software. Partnership We want to thank the County of Hawai’i for the opportunity to respond to your Request for Proposal and for your time and consideration during the review process. At Tyler, we feel the evaluation and selection of new software should be as much about people as it is product, with the ultimate decision resulting in a partnership between the customer and their chosen software provider. It is our firm belief that Tyler is uniquely qualified to be that partner and more than meets the needs outlined by the County of Hawai’i in this document. Should you agree, we look forward to progressing to the next stage in your evaluation process. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 4 Company Background Company Background 1. Experience and Organizational Capacity: The Proposer shall include in their proposal a statement of relevant experience. The Proposer should thoroughly describe, in the form of a narrative, its experience and success as well as the experience and success of subcontractors, if applicable in providing and/or supporting the proposed solution. In addition, Proposers are required to provide the following information: Tyler Technologies is the largest and most established provider of integrated software and technology services focused on the public sector. Tyler's end-to-end solutions empower local, state, and federal government entities to operate more efficiently and connect more transparently with their constituents and with each other. By connecting data and processes across disparate systems, Tyler's solutions are transforming how clients gain actionable insights that solve problems in their communities. Tyler has more than 37,000 successful installations across more than 13,000 sites, with clients in all 50 states, Canada, the Caribbean, Australia, and other international locations. Our Products With decades of exclusive public sector experience, Tyler is the market leader providing integrated software and services. Subject matter experts and in-depth products result in a sustainable client partnership that delivers the industry’s most comprehensive solution. We provide the industry’s broadest line of software products and offer clients a single source for all their information technology needs in several major areas: Property & Recording, ERP, Civic Services, Land & Official Records, Courts & Justice, Public Safety, Data & Insights, and Schools. We are known for long-standing client relationships, functional and feature-rich products, and the latest technology. In addition to software products, Tyler provides related professional services including installation, data conversion, consulting, training, customization, support, disaster recovery, and application and data hosting. Our Experience Tyler Technologies’ solutions offer the widest breadth of products in the industry, the latest technology available, and an integrated system that can operate in diverse offices throughout a jurisdiction. More importantly, Tyler’s vision and skill in executing that vision is what ultimately leads to a successful implementation and long-term solution for our clients. Our experienced team consists of industry leaders that keep our team moving and making sure we can give you the tools to succeed. Tyler does not customarily utilize sub-contractors in the implementation of its business systems. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 5 i. Proposers shall provide the company name, business address, including headquarters and all local offices, and telephone numbers. Proposer shall provide the company web address. Tyler Office Locations Headquarters: 5101 Tennyson Parkway, Plano, TX 75024 5519 53rd St, Lubbock, TX 79414 To see the complete list of locations as well as an interactive map, please visit: http://www.tylertech.com/about-us/who-we-are/locations ii. Proposers shall provide a description of the Proposer's organization, including names of principals, number of employees, client base, areas of specialization and expertise, and any other information that will assist the Evaluation Committee in formulating an opinion about the stability and strength of the organization. About Tyler Technologies • Empowering government and schools to create safer, smarter, and more vibrant communities • Solutions include Property & Recording, ERP, Civic Services, Health & Human Services, Courts & Justice, Public Safety, Data & Insights, and Schools • Headquartered in Plano, Texas, with 68 office locations across the U.S., Manila, and Canada • Tyler was incorporated in Delaware in November 1989 • Tyler is a publicly traded corporation on the NYSE (TYL) • Founded in 1966 • Exclusively focused on local government since 1997 • More than 37,000 successful installations across 13,000 sites, with clients in all 50 states, Canada, the Caribbean, Australia, and other international locations • Client retention rate of 98% • 7,200+ employees • Annual revenues of $1.85 billion (2022) • Reinvestment of $120M into Research & Development • Scalable products with the smallest jurisdiction (Loving County, Texas, with a population of 82) to the largest (Los Angeles County, California, with a population of 10.1M) Public Sector Focus Tyler’s business units have provided software and services to clients for more than 50 years and have longstanding reputations in the local government market for quality products and customer service. Tyler is the largest company in the United States focused solely on providing software solutions to the public sector. Tyler has many locations across the United States that serve our clients on a local level. We are headquartered in Plano, Texas. We also have offices in Canada and Manila. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 6 While many of our competitors compete in multiple vertical markets, Tyler is singularly focused on the public sector. It is 100 percent of our business. Tyler recognizes that the public sector is generally stable and risk-averse, and craves community accessibility, security, and transparency. That is why local government and school entities seek reliable and efficient software and services from Tyler – a vendor who is professional, reputable, dedicated, and achieves results. Tyler has the experience to understand the unique requirements of the public sector, the necessary resources to invest in its products, and the ability to deliver quality services. Financial Stability Tyler consistently maintains a solid balance sheet and strong cash flow and low debt, experiencing consistent revenue growth with 45 consecutive quarters of profitability, and a total revenue for 2023 of $1.95 billion. While experiencing significant growth opportunities from an increase in staff and expanding territories, we anticipate additional product offerings and new technology will accelerate this growth substantially in the future. We believe a low-debt balance sheet, substantial cash reserves, and a committed customer base put Tyler in a great position in our industry to weather any unexpected turbulence in the economy. For additional revenue information on Tyler’s annual report for 2012 to current. https://investors.tylertech.com/financials/annual-reports-andproxy-statements/default.aspx Industry Leadership Tyler strives to provide the best client services in the industry. Our products undergo testing by trained quality assurance and certified usability analysts; therefore, our clients benefit from products that work logically based upon user experience and input. We also focus our implementation and support professionals on specific groups of applications so they can offer more specialized services. Our commitment at Tyler is to ensure the highest level of client satisfaction through the efforts of Tyler’s most valued resource: its people. We challenge our employees to pursue new initiatives aggressively and become industry leaders in their respective fields. Tyler employs 7,200+ individuals, many of whom are seasoned professionals with unique and proprietary skills and years of industry experience. In fact, our employee turnover rate is very low – in recent years, about half of the industry average. Company Recognition Tyler Technologies has earned the reputation as an industry leader based on our products and commitment to our clients. These factors, along with our financial strength and industry partnerships, have resulted in numerous accolades. "The recognition emphasizes Tyler's consistently strong growth, which is a direct result of our commitment to supporting our more than 27,000 clients and the development of best-in-class software and services to serve the needs of the public sector" said John S. Marr Jr., Chairman of the Board of Tyler Technologies. Tyler has been named to the following prestigious lists alongside some of the most innovative and influential companies in the United States. Innovative and Strong • Dow Jones Sustainability Index for North America (2021, 2022) • Barron’s 400 Index ranking, a measure of the most promising companies in America (eight times) Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 7 • Dallas Business Journal ranked Tyler’s Plano office #8 in its “North Texas Fastest-Growing Public Companies” list (2017) • Forbes’ “Most Innovative Growth Companies” list (2015-2017) • Forbes’ “America’s Best Small Companies” list (nine times) • Software Magazine’s “Software 500” ranking of the world’s largest software and service suppliers (twelve times) • Audit Integrity’s “America’s Most Trustworthy Companies” list (2007) Executive Team H. Lynn Moore —President Mr. Moore has been President of Tyler Technologies, Inc. since December 11, 2016. Mr. Moore served as Executive Vice President at Tyler Technologies, Inc. since February 2008, and General Counsel since September 1998 as well as Secretary since October 2000. He served as Vice President of Tyler Technologies Inc. from October 2000 to February 2008. From August 1992 to August 1998, he was associated with the law firm of Hughes & Luce, L.L.P. in Dallas, Texas. Sean Marlow —President, Municipal and Schools Division. Mr. Marlow joined Tyler in March of 2012 as part of the Unifund acquisition as a Director of Implementation Services. Within the last 10 years of service with Tyler, he has held several positions including Vice President of Professional Services, and Senior Vice President of Operations. Mr. Marlow graduated from the University of Notre Dame with a BA in English and graduated from D’Amore-McKim School of Business at Northeastern University in 2007 with a MA in Business Administration. Paul Gray—Executive Vice President of Finance Mr. Gray spent 19 years working in various accounting positions for a manufacturing company prior to joining Tyler in October of 2020. He is responsible for managing all aspects of the accounting operations including policies, procedures, and related personnel. Mr. Gray qualified as a CGMA through the Chartered Institute of Management Accountants in London, England. Riley Miles—General Manager of Municipal Courts Mr. Miles joined Tyler in November of 2020. He has over 16 years of experience in the judicial case management software space serving key roles in sales, project management, product management and development management. He has managed solutions for Courts, Prosecutors, Public Defenders, Probation, Parole and Pretrial Services. Mr. Miles graduated from Utah State University in 2005 with a B.S. degree in Sociology. Dedicated Workforce Tyler Technologies has more than 7,200+ employees with more than 900 of those solely devoted to the proposed products and services. Employees within the Tyler family share a common enthusiasm for serving organizations in the public sector. Tyler’s training and support staff for our proposed products and services includes experienced developers, installers, consultants, industry professionals, and certified network technicians. Their commitment to excellence, quality training, and support is second-to-none. iii. Proposers shall provide the name of the jurisdiction in which the Proposer is organized and the date of such organization. Tyler was incorporated in Delaware in November 1989 iv. Proposers shall provide a description of the depth of their experience implementing, installing and supporting the proposed solution and an outline of the services they provide as part of this solution with a focus on systems installed for governmental entities similar in size to the County. We have extensive experience implementing Municipal Justic. Tyler Technologies’ Solutions offer the widest breadth of products in the industry, the latest technology available, and an integrated system that can Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 8 operate in diverse offices throughout a jurisdiction. More importantly, Tyler’s vision and skill in executing that vision is what ultimately leads to a successful implementation and long-term solution for our customers. Our executive team consists of experienced industry leaders that keep our team moving, and making sure we are able to give you the tools to succeed. Tyler takes a custom approach to every implementation project we lead as every client and business case is unique. During project planning, the project teams will discuss all aspects of the project. The discussion and the decisions made will be documented and included in the custom project plan. This document will govern all project activities, including the deliverable for each stage of the project. This document contains typical project deliverables for each stage of the project, and is tied to our custom Tyler Work Breakdown Structure. During the Planning Stage of the project, a project plan will be created by the project teams that will serve as a working document throughout the entire project. These teams will meet regularly throughout the project to foster communication and ensure that all tasks are on schedule. In addition, periodic reviews and project meetings will be scheduled where changes in scope, project length, or cost will be discussed. Any change to the overall plan, and specifically the project plan, will be agreed to by the two project teams. The original project plan, as well as any subsequent versions of the document will be posted on the Project SharePoint Site and available to all project participants. This open access to project documents helps to ensure good communication among all project stakeholders. Attached, please find the Incode’s Sample Implementation Plan which will give an example of the documents that will be created during the planning stage of the project and the Gantt Chart which outlines the tasks and milestones involved in implementation project. An important part of the custom project plan is the project timeline and schedule which is developed using MS Project and will be displayed through the Project SharePoint site in a number of different formats. A custom version will be created during the planning stage of the project by the project teams. Our experience and shared single interest in a successful outcome can only be a benefit to you. We can also inform your project team of potential pitfalls that may affect the on‐time, within‐budget status of the project before they occur. Because of our experience, we provide a detailed, trusted project approach including the project MS SharePoint site which allows all project team members to have access to pertinent project data (schedules, tasks, assignments, etc.). Proposers shall provide a discussion of the type and duration of the business relationship with the manufacturer(s) whose products are included in the proposed solution, if any. Tyler is the sole provider of all services and solutions being proposed in this proposal. i. Proposers shall indicate the number of certified local equipment technicians or technical personnel that substantially and directly enhances the Proposer’s ability to perform the proposed scope of work. Tyler Technologies has a dedicated team to help and assist in the implementation of the proposed scope of work. When contract is signed the county will be assigned a Project Manager, Consultant, Conversion Consultant that will work hand in hand with the training, implementation, conversion, set up & config needed for a successful implementation. Tyler Case Management team is located in Texas but is available to be on site for implementations. Tyler has over 950 successful case management implementations throughout the United States with thousands of other products within local government including Hawaii County being a current customer with other Tyler Products. Company Background County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 9 ii. Proposers shall provide a description that addresses how long the proposed solution has been in the marketplace, and how often the Proposer releases upgrades. Tyler has been providing the Municipal Justice solution since 1996 had has followed the following Life cycle policy for update the solution. Tyler has a major release yearly. Tyler Release Life-Cycle Policy Tyler Technologies employs a comprehensive and easy-to-use Release Life-Cycle Policy for its software. Our release life-cycle policy is designed to balance our clients' need for flexibility and stability, while meeting the demands for strategic product enhancements. This policy benefits our clients by providing: • Consistent and predictable product release timelines and maturity levels, available on the Tyler Community website. • The ability to accurately budget, plan, and schedule upgrade resources around major processing events • The assurance of continually operating on a fully supported release Each Tyler release evolves through the following phases as part of the Release Life-Cycle Policy. Early Adoption (EA). This phase takes place 2-3 months prior to GA. It represents a timeframe when select clients participate in an intense testing program to ensure release quality. General Availability (GA). This phase lasts 12 months and represents the timeframe that a product release is available for installation at client sites. Feature Complete (FC). This is a 3- to 6-month phase and represents the timeframe in which a product release has matured through EA and GA phases, and minimal development efforts are needed for the remainder of the product life. At this point, clients are encouraged to consider moving to a more current release. Next Release Planning (NRP). This phase represents a timeframe in which the given release has been available for up to 18 months and is at least two product releases behind the latest available Tyler release. The final Year-End release is provided. Clients are strongly encouraged to move from this stage to a more current release. Product Retired (PR). This represents a release that receives minimal support services and no development activity. Clients must move to a more current release in order to receive a Year-End release. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 13 Court Case Management Features Case Processing Through the unique Search screens, users can view any information at a glance for all cases within the court system and update the cases from the same screen singly, or by batch updating the cases using a macro. Easily print any document, custom letter, or series of documents for any case. Staff can easily update address information, phone numbers, email address, and physical information from this single screen. The ability to make changes are set by user-based security roles defined by you. All changes are recorded in a detailed history screen and are time/date/user stamped. Alias names can easily be attached to a name record, ensuring that all information for the case party is displayed regardless of the name being searched. Search information in the system by Name, DOB, Driver’s License number, Case number, vehicle information, addresses and numerous other criteria. In addition, you can search case by activity of Judge, Prosecutor, Defense Attorney or by Date of Status, Conviction, Case Filed Date, and more. Identifiers on the screen alert staff to their being witnesses, and you have the ability to create ‘Hot Flags’ on a case party such as ‘No Contact’ or ‘Translator Required’. Internal Staff System Features are designed to assist internal staff with tracking case settings for trial and having the calendar check prosecution availability for court dates. Additional Features: • Track an unlimited number of court settings at a time, all with different due dates/times • Status codes automatically enter numerous defaults field code • Create pre-defined documents with ease • Add Opposing Attorneys to a case with ease • User defined grid for displaying information in the desired order by each user • Witness flags are displayed on the screen and track case victims • Unlimited note/comment ability • Next action date or court date displayed on the main screen, no need to drill down inside the case • Complete detailed history available Docketing Tyler’s Municipal Justice Case Management software offers a wide variety of docket calendar options. Dockets are easily created in conjunction with case statuses and the calendar availability. Our dockets can be created in several electronic formats and called up in various orders such as: alphabetical, by docket number, by officer, and many others. Tyler provides a Prosecutor’s Docket that allows for all notes/comments to be stored in one location on the case and available on the docket during court sessions. Prosecution Municipal Justice Prosecutor Features are designed to aid the prosecuting attorney with streamlining the case filing review process and maintaining data needed for hearing and trial preparation. The Municipal Justice System allows for the creation of charging documents, the maintenance of charge decisions, the ability to track forms, actions of your office. For Prosecutors, you can easily: Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 14 • Review new alleged offenses and complaints to determine prosecution weight permitting you the capability to preserve the duties of the prosecutor’s office in seeking justice • Customize charging language on charge codes for streamlined document production • Take steps to Amend, Accept, Decline, or Hold a new filing for additional research with a click of a button • Generate documents, such as lack of evidence motions, subpoenas, and notices pull information from the party and case record into documents without the need to re-key data • Transform your office by integrating document management capabilities to create an electronic case file, instead of a paper one, as well as the ability to scan and store documents, pictures, police reports, video, and audio. • Independently, each office can leverage powerful tools needed to effectively manage their caseload, organize case comments, and easily track the data necessary to efficiently perform daily tasks. Features Case Routing and Paperless Case Files Never lose case folders with Municipal Justice as users can electronically route cases keeping a workflow record of whose queues the cases are in. Search for, locate, and track cases to the prosecutor’s review queue and more. Unlimited user defined routing tools for workflows from Municipal Justice. Also, utilizing Tyler’s paperless court document manager is the place where you can see the most immediate impact of going paperless. Multiple users in different locations can view the case documents simultaneously. The efficiency and productivity can revolutionize the way you conduct court, save hundreds of man hours weekly, reduce expenses and minimize human error. Access media attached to case files. Case Status Tracking Municipal Justice users can track cases by status and status date, creating a report or updating hundreds of cases at a time. By selecting the current status and date range, the user can generate custom letters or forms, without having to go to individual cases to update them. Municipal Justice uses merge functionality to allow the staff to create and edit unlimited custom forms. Batch Processing Update dozens of cases instantly with the Case Management Center, providing the ability to print letters, and send attorney notices and much more from one screen in one process. Macros User defined macros based on your business rules make time consuming updates a thing of the past. One button click and you can instantly set cases up for a Continuance, Motion Review, Record a Sentencing, or any other court setting. Reporting Tyler also offer more than 70 standard reports ranging from case activity reports to statistical reports. These reports provide a variety of criteria, providing the user with the ability to get a wealth of information from the case data. We also provide reports standardized by the National Center for State Courts. Additionally, Tyler’s report builder allows you to create customized reports that can be used once or saved as a template for continued use. All reports can be exported into several different formats, attached to an email, or archived directly from the software. For a complete list of our standard reports, or a demonstration of the reporting system, please contact your Account Executive. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 15 Paperless Case Files with Tyler The Right Technology for Success The Municipal Justice Case Management system is intuitive, cost effective and includes the features you need to make the paperless office a reality. From the first incident that triggers a case—dozens of pieces of paper can be generated. Municipal Justice’s paperless solution improves efficiency by automating formerly manual processes, eliminating data duplication, and reducing human error. Electronically posting letters and case communication directly to the electronic file rather than printing and filing, you’ll save hundreds of thousands of pieces of paper a year—and their associated costs—as well as countless hours, freeing your staff to handle more important tasks. Empower Paperless Case Management Case management is the place where you can see the most immediate impact of going paperless. • Multiple users in different locations can view documents simultaneously accessing media attached to case files • View and interact with every item associated with the object of a search with one-touch access. • Access media attached to case files such as camera video, photo shots and more. Eliminate Paper-based Case Communications Robust content management and direct interface to Municipal Justice empowers courts to communicate with courts, attorneys, and other case parties while tracking and recording communications electronically and automatically in the case file. • Batch and individual delivery notifications directly from the system. • Automatically generated emails to inform defense attorneys of recommendations. • Documents efile uploaded in Defense Attorney Access automatically attach to the case. Optional Module Content Manager Public Access Provide restricted access to specific case content through Content Manager Public Access Self Service web portal. With this added feature, users can view images from the case file and access documents. This allows case parties to perform self-service discovery by downloading needed documents and images. Municipal Justice Court Public Access and Defense Attorney Access For Case Parties and Justice Partners We strive for transparency, but manually providing information to every case party and requesting documents is time consuming and expensive. Online Court Public Access portal automates this process. Through the secure web platform, case information can be made available for easy access Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 16 For Defense Attorney Access With this web-based portal and Defense Attorney Access, legal professionals can see all relevant case information and upload documents straight into your Case Management System. Rather tying up your phone line, attorneys have instant access to the information they need. The portal is customized, so attorneys can easily reference their work using the “My Cases” tab. This allows them to select cases and upload documents to be filed with your office using e-filing. On your staff’s side, cases are put in a queue for someone on your staff to review, and the documents are filed in Tyler’s paperless document manager. For Virtual Sessions Developed through collaboration with courts of varying sizes from across the country, Virtual Court provides a turnkey platform for conducting face-to-face arbitration sessions online. Rather than physically going to a meeting, it allows case parties to attend using an internet-connected device with a camera and virtually interact in the meetings through a secure video stream that can be recorded. Additionally, each proceeding is supported by document sharing, allowing you to finish what you start online and fully dispose of a case in one sitting. Virtual Court is hosted and maintained by Tyler Technologies on AWS. Municipal Justice Standard Reports In addition to more than 70 standard reports, you also have the ability to create and define your own reports. Here is a brief listing of some of the provided standard reports: • Status History Report: This report provides detailed information about any case, listing all the activities that occurred on the case by date and showing the operator accessing the case. • Officer/Agency Report: This report provides information on cases that were issued by a specific officer or agency. Depending on your requirements, this can be a very generic or a very detailed report. • Offense Report: This report provides information on specific offenses during a specific period. Depending on your requirements, this can be a very generic or a very detailed report. • • Nation Center of State Court Reporting – CourTools: These reports have an established national standardized reporting format. They include reporting for: o Age of Pending Cases o Clearance Rates o Cost per Case Report o Time to Disposition Report • Filed/Closed by Offense Type Report: This report details all the activity of the staff from a given time period. The report will include the number of cases filed vs. closed, the cases closed by other means. This is an excellent report for management control. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 17 Hardware Requirements & Services Tyler Cloud Solutions Overview Tyler’s subscription-based cloud applications run on AWS, the world’s most comprehensive and broadly adopted cloud platform. Applications are available securely from any internet connection, anywhere, anytime. Tyler Technologies manages all client cloud operations, including application upgrades and platform administration, providing clients with a single point of contact for all software and hosting needs. Clients receive clear and concise documentation, defining all aspects of the relationship including contract (commitment to partner) and service level agreement (measurable expectations of availability). Features Tyler SaaS solutions eliminate heavy up-front and unpredictable ongoing on-premises infrastructure fees. Many administration tasks are offloaded to Tyler support staff, allowing client IT staff to focus on other mission critical initiatives. Services include: • System Administration. Tyler performs routine administrative tasks to provide application access at industry standard performance levels. This includes the installation, upgrade, support, and maintenance of the Tyler applications, platforms, and infrastructure. Tyler’s dedicated Network Operations Center (NOC) provides 24x7 performance and security monitoring of all cloud solutions. • Enhanced Security Controls. Tyler employ’s security controls through compliance standards, layers of network security, adherence to best practices, and qualified staff. All client data is secured and protected both in-transit and at-rest data using industry standard encryption protocols. Annual assurance audits include Service Organization Controls (SOC) 1 Type 2 and SOC 2 Type 2 conducted by an independent AICPA firm, and PCI Security Council PA-DSS and PCI-DSS validation for Tyler’s payment processing applications. • Streamlined Account Management. Tyler solutions include zero-trust identity management built on technology from Okta, the industry leader in identity management. Support for industry standard identity providers (IdP’s) such as Microsoft Azure AD and Google Cloud Identity provides clients with seamless, single sign-on to Tyler back-office solutions. This also enables clients to use their own login and password policies, including the use of multifactor authentication for enhanced identity verification. • Business Continuity & Disaster Recovery. Tyler solutions run on AWS, built to guard against outages and incidents, minimizing impact on customers and the continuity of services. Solutions and data are replicated across multiple AWS Availability Zones, connected to each other with fast, private fiberoptic networking, providing automatic fail-over for minimal disruption. Client data is backed up and retained using a FIPS-compliant enterprise backup solution certified for CJIS and GovCloud use and encrypted using FIPS140-2 and FIPS140-3 standards. Benefits • Reduce IT workload: IT resources are freed up to enable work on more strategic initiatives. • Eliminate server acquisitions and maintenance costs: Costly hardware purchases, upgrades, and maintenance are avoided. • Easy budgeting: Tyler's SaaS subscription is a set fee, flattening the peaks and valleys associated with the acquisition of software and services. Subscribing dramatically lowers initial costs and provides consistent ongoing costs that can be easily budgeted for the duration of the agreement. • No secondary operational fees: Maintenance, support, and hosting fees are included. Technical Specifications and Functional Requirements County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 18 • Expandable: Additional Tyler solutions applications are easily added, as needed. • 24/7/365: Tyler provides round-the-clock, on-call coverage for critical outages. Tyler on AWS Tyler solutions run on AWS state of the art data centers using innovative architectural and engineering approaches. Amazon has many years of experience in designing, constructing, and operating large-scale data centers. This experience has been applied to the AWS Cloud. AWS builds to guard against outages and incidents, and accounts for them in the design of their services; so, when disruptions do occur, their impact on customers and the continuity of services is as minimal as possible. AWS data centers operate in alignment with Tier III+ guidelines. More information regarding Uptime Institute guidelines employed can be found at: https://aws.amazon.com/compliance/uptimei nstitute/. As part of Tyler’s defined business continuity plan, full server snapshots are replicated across multiple Availability Zones. Availability Zones consist of one or more discrete data centers, each with redundant power, networking, and connectivity, and housed in separate facilities. They are connected to each other with fast, private fiber-optic networking, providing automatic fail-over for minimal disruption. Tyler employs a FIPS-compliant enterprise backup solution certified for CJIS and GovCloud use. Data transfer and storage is encrypted as defined in FIPS140-2 and FIPS140-3 standards over private connections within the AWS network. Backup of client production data occurs nightly and are retained as defined by application-specific retention policies. Data restoration requests must be submitted through the standard support ticketing process by client approved personnel only. Tyler Technologies warrants its service to its standard service level agreement (SLA). The SLA defines service availability (% of uptime), and recovery point objective (RPO) and recovery time objective (RTO) for data centers used for Tyler SaaS hosting. Tyler’s business continuity plan is tested annually, and backup restore tests are performed weekly. Further information regarding Tyler’s business continuity plan can be found in Tyler’s most recent Type 2 Service Organization Controls No. 2 (SOC 2) report. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 19 Implementation, Project Management, Training and Ongoing Support Implementation Methodology Implementation, Project Management, Training and Ongoing Support: Proposers shall thoroughly describe, in the form of a narrative, its plan and specific tasks demonstrated against a timeline for implementation following contract award along with project management, training, and ongoing support activities. Proposers are required to provide the following information: 1. A narrative discussion of the conceptual plan, strategies, and methodologies of the proposed system and/or software. Tyler’s implementation process demonstrates our long-term commitment to our clients with a methodology tailored specifically to the public sector. Your organization benefits from the fact that we perform our own implementations and know our software better than anyone. As a Tyler client you receive guidance throughout implementation from experienced Tyler professionals who have implemented Tyler products in more than 10,000 public sector implementation projects. Tyler’s methodology is based on three vital foundations: • Industry experience • A globally recognized project management approach • In-house expertise Tyler utilizes its depth of implementation experience, working in tandem with our clients to put our methodology into practice. While each Project is unique, all will follow Tyler’s six-stage methodology. Each of the six stages is comprised of multiple work packages, and each work package includes a narrative description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix. Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective communications, and quality standards. Clearly defined, the project methodology repeats consistently across Phases, and is scaled to meet client’s complexity and organizational needs. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 20 The methodology adapts to both single-phase and multiple-phase projects. To achieve Project success, it is imperative that both clients and Tyler commit to including the necessary leadership and governance. During each stage of the Project, it is expected that clients and Tyler Project teams work collaboratively to complete tasks. An underlying principle of Tyler’s Implementation process is to employ an iterative model where client business processes are assessed, configured, validated, and refined cyclically in line with the project budget. This approach is used in multiple stages and work packages as illustrated in the graphic below. The delivery approach is systematic, which reduces variability and mitigates risks to ensure Project success. As illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to complete the Project efficiently and effectively. Work Breakdown Structure The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down into smaller, more manageable components. The top-level components are called “Stages” and the second level components are called “Work Packages”. The work packages, shown below each stage, contain the high-level work to be done. The detailed Project Schedule, developed during Project/Phase Planning and finalized during subsequent stages, lists the tasks to be completed within each work package. Each stage ends with a “Control Point”, confirming the work performed during that stage of the Project has been accepted by the city. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 21 Project Governance Project governance is the management framework within which Project decisions are made. The role of Project governance is to provide a decision-making approach that is logical, robust, and repeatable. This allows organizations to have a structured approach for conducting its daily business in addition to project related activities. Project governance defines the structure for escalation of issues and risks, Change Control review and authority, and Organizational Change Management activities. Further refinement of the governance structure, related processes, and specific roles and responsibilities occurs during the Initiate & Plan Stage. The chart below illustrates an overall team perspective where Tyler and the City collaborate to resolve Project challenges according to defined escalation paths. If project managers do not possess authority to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation management and the City Steering Committee become the escalation points to triage responses prior to escalation to the City and Tyler executive sponsors. As part of the escalation process, each Project governance tier presents recommendations and supporting information to facilitate knowledge transfer and issue resolution. The City and Tyler executive sponsors serve as the final escalation point. Project Management Our approach to project governance has been continuously improved during Tyler’s more than 35 years of experience implementing software exclusively with public sector clients. No one knows the system better than our staff. That’s exactly why we don’t contract third parties to do our implementation for us. We do it best. Project Managers will be assigned to each phase of your project and will engage subject matter experts throughout the implementation. Our staff consists of seasoned professionals with unique and proprietary skills and years of experience, focused into dedicated departments. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 22 Project Communication Tyler understands the importance of having current, accurate, easily accessible information during an Implementation Project. As part of Implementation, each new Tyler client will be provided a Project Portal. The purpose of this site is to furnish the project teams with a central location to plan, store and access pertinent documentation and information relating to your Implementation project. This site will be jointly maintained by the project teams for the duration of the implementation. Once the client has gone live, the portal will be maintained by Tyler’s Client Services team for the first year of live processing, and all files are available to the client to download during this time. Management and Scope The Tyler Project Manager and implementation teams will communicate regularly with your project team. All implementation deliverables generate reports which contain detailed assessments of task completion, staff participation and material absorption. The Tyler Project Manager(s) will evaluate and measure the report results, communicating the gaps and adjusting the plan accordingly. Should issues arise during the project, there are several escalation paths that can be used laid out in the communication plan. Project Organizational Chart Every implementation project is comprised of both client resources and Tyler resources working together at varying levels of involvement to ensure a successful implementation. The chart below outlines each of those resource groups. Please keep in mind that some resources in your organizations may fall into multiple groups. Business Process Consulting Overview Tyler understands that software implementations takes extensive planning and analysis of business practices, that’s why we’ve created our Business Process Consulting (BPC) service designed for clients who could benefit from more robust analysis and discussion in determining best business practices and designing policies to make the most of your new solution. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 23 Tyler’s BPC service is designed to assist your organization with the redesign of practices and policies to best leverage your investment in your Tyler software solution. This in-depth analysis takes into consideration local policies, client-specific goals, opportunities for efficiencies, improved reporting/inquiry, audit compliance, and results in three distinct deliverables: business process redesign, chart of accounts recommendations, and custom documentation. Tyler consultants work with your team at the beginning of the project to conduct a thorough current/future state analysis. Once goals and objectives are discussed and the analysis is completed, best practice recommendations are provided with options outlined for each process, including a ranking of the options and notes as to why each is recommended. Tyler will then conduct a formal review of these options with your project team and the system will be configured to match the agreed upon business practices. Your Tyler consultant(s) will then create custom process documentation based on configuration decisions. This documentation is used for a number of project activities including training and testing. Customized documents outline step-by-step processes for the day-to-day use of Tyler’s applications. These manuals are customized for each client, except for the general system navigation section, which is standard for all clients. Setup tables are not documented within these manuals unless the maintenance of the table is required on a regular basis (i.e. one-time setup tables are not part of procedural documentation). The output of BPC is a new chart of accounts, a system design document that serves as a ‘roadmap’ and guide for the implementation, and customized desktop documents outlining new processes. Knowledge Transfer Approach During implementation of our products, Tyler’s goal is to educate your resources so that they are selfsufficient users of the solution. Tyler uses a train-the-trainer model to transfer knowledge. Tyler’s project team will provide comprehensive training to your team, which includes the project manager, functional leads, and power users. Tyler provides one occurrence, or more, of each scheduled training or implementation topic. The first time focuses on the process steps, while the second time, the training is more advanced. Sessions for each topic will also cover configuration for functional leads and power users, so that future changes can be easily made. Ensuring comprehension of daily job functions is essential to a successful go-live and product adoption. The goal of our train-the-trainer approach is to expose the most sophisticated users to the system first, so system configuration, converted data, and new procedures are thoroughly vetted by your team before being introduced to end users. During training, Tyler implementation consultants measure knowledge transfers through assessments and lead mini parallel processes and validations. Project Planning Project Planning is an important piece of any implementation. Tyler takes a custom approach to every project we lead. The project schedule is developed collaboratively with both project teams in order to meet your needs, while keeping in mind Tyler’s guidelines for implementation. Periodic project meetings will be scheduled where changes in scope, project length, or cost will be reviewed. Tyler is open to discussing the project schedule in more detail and working out a mutually agreed upon plan that considers all project risks, requests and resource constraints. Tyler recommends a phased implementation approach, staggering start and live dates for each phase of the project. Live dates will be targets but should not place unnecessary constraints on the project. The following Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 25 • System Delivery • Implementation • Training • Support and Maintenance • Software Updates and Upgrades 3. A narrative description of an implementation plan upon award of contract, and a plan for project management through hand over of the system and/or software. Please see Tyler’s response to question 1 above. 4. Describe services that are available to ensure successful implementation and ongoing utilization of the products and services proposed by the Proposer such as publicizing the system to customers, organizing support infrastructure and processes, consulting on content set-up and management, etc. Software Updates & Maintenance Tyler has proven history of providing upgrades and enhancement releases on a continual basis, which are available to all clients. Our evergreen philosophy ensures that those upgrades and enhancements are provided at no cost to those current with their annual software maintenance contract. Enhancement releases take place every year and are scheduled with the County to provide the best possible timeframe for both the County and Tyler. Upgrades, however, occur periodically and are initiated by the County at any time via the Internet through a process called Live Update, making the process as convenient as possible for our clients. Patches and fixes are provided to the County through Live Update as well. Our evergreen development philosophy has been a strong differentiator that separates us from our competitors and provides a significant cost savings to our family of clients. Through evergreen, our clients receive the latest technology developments, releases, and updates without paying additional license fees – for the life of their Tyler product. While this has provided our clients with a return on investment that is unrivaled in our industry, the frequency and complexity of software releases can sometimes create a consumption gap for our clients. The gap exists when new features are released and, over time, users don’t learn and apply these features to their work environments. EverGuide® is a Tyler-wide continuous improvement initiative to address the consumption gap. With EverGuide, our goal is to help our clients continue to grow and evolve their use of the functionality and enhancements of their Tyler product over time. Through our EverGuide initiative, we will: • Help clients better leverage product enhancements • Provide a workflow “maturity model” for clients to follow • Offer strategic planning services and training resources • Offer a client executive program to help clients build and implement a continuous • improvement plan • Provide domain expertise, with defined integration points and common support methodology Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 26 With EverGuide, our goal is to help our clients continue to grow and evolve their use of the functionality and enhancements of their Tyler product over a long period of time. It’s also our hope that this initiative is a catalyst for our clients’ organizations to embrace change, commit to training and developing their staff, and fully use the wide ranges of Tyler’s service and support offerings available to them. Annual User Conference Each year Tyler hosts an annual user conference, which brings together staff and clients from across all Tyler products. Tyler has appropriately named our conference Connect, and each year thousands of clients come to learn about Tyler, our products, and to connect with peers and staff. This premier event helps clients get the maximum use of their Tyler software. Clients can learn more about existing or proposed functionality through dozens of classes over several days. Development product managers attend the event to share their plans for the next upgrade and to solicit feedback from clients. Our clients’ input from past conferences continues to impact significantly the direction of software enhancements and changes. Client attendance each year ensures that appropriate needs are reflected in product development strategies. Connect is held in different locations every year to accommodate our geographically diverse client base and to provide fresh and exciting activities for our clients outside of the classes and labs. Knowledge Base The Knowledge Base provides users with a single, easily accessible location to find all available documentation related to our software. This tool uses a user-friendly search screen which can be accessed through the Support website. Search criteria include the ability to filter by version, search for key words, include only certain types of documentation, or perform system wide searches. Provided through the KnowledgeBase are process documents, file layouts, user guides, installation manuals, setup documents, system administrator documents, data schemas, training exercises, e-learning classes and much more. More than 90% of the documents available are in MS Word format so that they can be easily customized for use in training materials, custom documentation or process checklists. State User Groups Tyler clients benefit from networking and peer-to-peer collaboration through state user groups. The majority of user groups are run by clients, who set the meeting agenda, location, and frequency, assign topics, and involve the Tyler resources they need. In large states, there may be several user groups or different sessions planned. Tyler provides staff to demonstrate new functionality and assist with materials and collateral. During the sessions, Tyler representatives collect important feedback and report back to product managers. Many clients form lasting connections with other users within these groups and help to make each other better users of their software. Tyler University Tyler University* is an e-learning solution to enhance support and training of your employees. Through this learning management system developed by Tyler Technologies, new and existing employees are provided an on-demand solution to acquire and refresh the skills needed to successfully implement and use your system day-to-day. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 27 Tyler University’s core modules include: financials, human resources, payroll, and technology. Employees in the finance department can train on a wide range of topics from req-to-check, including requisition entry, creating a change order for a purchase order and purchase order receiving. For the human resources and payroll staff, Tyler University offers courses on the complete payroll process, the power of employee building and applicant tracking. For system administrators, courses include topics on role based security design, administering the dashboard and role synchronization into Tyler Content Manager. Courses are being added continuously into Tyler University, making it a vital resource for new employees and cross training your team. *Not available for all Tyler solutions and products. Planned Annual Continuing Education (PACE) for Municipal Justice Tyler’s Planned Annual Continuing Education (PACE) program is a subscription-based service designed to support clients who are committed to maximizing their Tyler software through education and adoption of enhancements delivered as part of regularly scheduled releases. The PACE program offers ongoing education to train staff on new features and functions as they become available, ensuring your staff is operating at peak efficiency and your Tyler solution continues to meet the evolving needs of your organization. PACE is part of Tyler’s EverGuide commitment. Benefits • Live training — Receive tailored training for your existing solutions geared toward specific users or an entire department, available on-site or virtually. • Flexibility — Select the PACE package and options that best fit your budget and needs. Custom plans are available subject to minimum investments. • Discounted pricing — Receive discounts over standard pricing. • Annual subscription — Renew your subscription automatically each year. PACE training must be completed within a 12-month period and does not roll over to subsequent years. • Easy budgeting — Eliminate the uncertainty and hassle of requesting additional budget allowances by pre-planning your continuing education. Note: PACE is available for clients who are live on Municipal Justice with active annual maintenance agreements. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 28 PACE for Municipal Justice Mix and match a variety of training options: • Virtual Learning Labs: Live, instructor-led, hands-on training delivered in a virtual classroom. Labs are offered year-round in easy-to-absorb, half-day or shorter sessions. These learning opportunities include New Academies, Staffuddles, and more! • On-Site Training: On-site training based on your schedule. • Regional Training: Live group training sessions tailored to a geographic region. • Remote Training: Virtual half-day or full-day training session delivered via GoToMeeting. • Tyler Connect Conference: Tyler’s annual user conference offers hundreds of classes, hands-on labs, product discussions, and networking opportunities with more than 4,500 public sector professionals. 5. Describe the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation. Implementation Issue Management The Tyler project manager, along with the implementation teams will communicate regularly with your project team throughout the project. All implementation deliverables generate reports which contain detailed assessments of task completion, staff participation and material absorption. The Tyler project manager will be tasked with evaluating and measuring the results, communicating the gaps, and adjusting the plan accordingly. Should issues arise during the project, there are several escalation paths that are appropriate which will follow the established communication plan developed during the planning stage of the project, as part of the larger custom project plan. This plan will be evaluated throughout the project to ensure that it is meeting the project’s needs and adjusted as necessary to improve project communication. By defining the escalation path prior to issues arising, both your and Tyler project teams are prepared for any issues that arise during the project and will work together to resolve the issues in a collaborative manner. 6. Provide resumes and experience narratives for key personnel who will be working with the County for the implementation and ongoing support services to be provided by the Proposer, if awarded the contract. The experience narratives should include relationship with the Proposer, including job title and years of employment with the Proposer; role to be played in connection with the proposal; relevant certifications and experience. Project Resources Tyler groups your team and Tyler resources based on their functional role within the project. This allows for easier staffing and communication within and between project teams. Please reference the project resource roles graphic below for a summary of responsibilities for each role. Our project approach is based on our experience and knowledge from working exclusively with public sector clients. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 29 Profiles Municipal Justice Project Team Experience A successfully installed system is not based solely on the offered functionality, but also on the expertise, experience, and clarity of both Municipal Justice and the County Project Team. With over 700 successful court implementations Tyler’s Court team has managed more contemporary implementations than any vendor in this market space. As such, the County can be confident that the eventual success of this project will leverage years of experience and highly trained service professionals. *Sample resumes included - Project Managers, trainers, consultants, and other team members are selected only after contracts have been signed and returned to Tyler. Once we have fully analyzed your situation, we will provide you with the implementation team best suited to your needs. This is an important step to the implementation process and would appreciate your patience as we make this crucial decision. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 34 of the system. The description must include how the Proposer will work with the County to determine training needs and tailor the curriculum; the methods by which training will be provided; and what kind of training will be provided at what stage/phase of the project as well as follow-up training after implementation. Tyler Training Plan Everyone’s learning style is different. That’s why Tyler offers several training formats to accommodate our diverse clients’ needs. Training by Tyler staff provides hands-on learning in your own labs. Your resources receive consultative knowledge transfer sessions that are a combination of lecture and hands-on education, using your organization’s own data. A mutually developed education plan lays out the process of transferring knowledge between you and Tyler. The purpose of the education plan is to: • Communicate the process to stakeholders and functional leaders • Answer specific questions (where classrooms will be established, what database environment will be utilized, etc.) • Establish action items and link project personnel as owners • Define measurement criteria to ensure the plan has been successfully followed Your organization is set up for success with Tyler’s train the trainer approach to training and education plan developed over years of industry experience. Scheduling and Attendance Tyler prefers a classroom and curriculum approach for training to ensure knowledge transfer, comprehension, and retention. A successful user training session is in a classroom environment with a computer for each user, whiteboard, printer in the room or nearby, and one computer connected to a projector. A typical day of training is from 9:00 to 4:30 (or 8:30 to 4:00), allowing for a break for lunch and short breaks in the morning and afternoon as needed. We’ve found that allowing users time to return to their daily responsibilities before and after classes or sessions allows for more productivity during the session. It also allows the Tyler Implementation staff time to prepare upon arrival and follow-up afterward. The start and Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 35 stop times for the training will be discussed and agreed upon by Project Management during the planning portion of the project and will be published as standard session times throughout the project. Class size should be limited to twelve (12) users in attendance to the training is critical to gain hands-on experience with the system. Responsibilities Tyler knows the value of being prepared for the use of our software in production. Our goal is to partner with you and lend our expertise based on experience, in order to allow your resources to be successful at go-live. Both teams collaborate on all aspects of training, discussed, and documented during the planning stage of the project. The expectation is for Tyler to provide one or more occurrence of each scheduled training. You will be responsible for the logistics of the training by completing such tasks as scheduling resources and ensuring facilities are available. These sessions are to be attended by your key staff members (i.e. functional leads and power users) so that they can then disseminate the information they learn to others in your organization if or when necessary. Training Materials Tyler maintains a complete set of documentation that is available to all users through the KnowledgeBase. The KnowledgeBase provides users with a single, easily accessible location to find all existing documentation on Tyler products and other widely used technology products. Included are procedure documents, file layouts, user guides, installation manuals, setup documents, system administrator documents, data schemas, training exercises and much more. Clients also have the ability to download documentation into Microsoft Word format to edit to match internal policies and procedures. On Going Training Tyler conducts complete training during your software implementation; however, we know that ongoing training is important in order to learn about and implement future functionality, train new users, and refresh the knowledge of existing users. Tyler’s implementation department can be contracted to provide additional training at any time. This is often done by clients who are upgrading, who would like assistance in adopting new features and processes. Tyler offers many additional tools and services designed to assist to maintain resource knowledge and train new users. Tyler Technical Support provides the opportunity to get specific questions answered and to understand the impact of changes on the system. The Knowledge Base provides documentation on all aspects including technical installation guides, how to documents, release notes for new versions of the system, and process documentation. Tyler also offers a variety of ways for our clients to interact and collaborate including Tyler Community, local user groups and an annual user conference. Online Education Classes At Tyler, we know high-quality training means a satisfied client. We are committed to offering a variety of training and continuing education opportunities to meet your needs. From beginner to advanced, we have the classes you want with tips and tricks, in-depth product training and key information to help you better serve your citizens. All classes are taught live, by Tyler staff, via GoToWebinar, from one hour to half-day sessions and never two at a time. A full listing of classes offered for each solution is kept up to date on Tyler Community for easy reference. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 37 • Tyler Community – Tyler’s online forum available 24/7 where you can talk to other users, Tyler support and product specialists, and more. • Tyler University – An e-learning solution to enhance support and training of your employees using your data • Tyler Release Management Console * – Shows all release version information, with a summary of each release and associated enhancements, open, closed, and non-critical issues • Online Help – Context sensitive field help and procedural information to assist your team in completing program tasks built directly into your software • Answer Panel – Instant results to online questions in the panel that matches your question. Answers provided are the most relevant to your question, regardless of the source of the information. • Online Support Portal – Log or manage incidents and attach documentation and screenshots • GoToAssist & Bomgar * – Remote assistance from Support used to connect to your desktop • Phone – Tyler provides a dedicated 800 number that places no limits on who from your team may contact Support, or the number of calls placed • Email – Our dedicated support email is often the easiest way to communicate issues. From providing screenshots and other images to including entire conversation threads, email can provide insight into the issue leading to faster resolution. • State User Groups – Forums organized by Tyler staff and attended by existing clients to get the latest information on Tyler products • Annual Conference – Tyler Connect features online courses taught by Tyler subject matter experts hosted in a different city each year Support Availability Regardless of how your team contact us, we are here to help. Tyler Technical Support is divided into application specific teams to enable product specialization and provide timely resolution of support incidents. This application specific approach allows our Technical Support Representatives to focus on a small group of applications offering a high level of product expertise to our clients. Customer support’s goal is to return all requests for Support within one business hour. Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday – Friday) across four US time zones (Pacific, Mountain, Central and Eastern). Clients may receive coverage across these time zones. Tyler’s holiday schedule is outlined below. There will be no support coverage on these days. • New Year’s Day • Martin Luther King Jr. Day • Memorial Day • Independence Day • Labor Day • Thanksgiving Day • Day after Thanksgiving • Christmas Day Support Response and Resolution Though our Live Telephone Support reduces call-backs, it does not eliminate them. Response times and resolution times have been established for those incidents and are monitored via constant communication with our clients and specific metrics. The information presented below does NOT include live support, only incidents where live support may not be available. Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 38 Issue Handling Tyler records all your contacts and incidents in a customer relationship management system. This system tracks the history of each incident, including the contact, time, priority level, case description, correspondence, attached files, support recommendations, your feedback, and the resolution. The priority is assigned to each case as it is logged based upon the initial information provided and can be modified. Support Analysis With many our customers taking advantage of our Live Telephone Support, we track First Call Resolution. The Industry Standard for Call Back Resolution falls below 49 percent. Tyler stays well above the industry standard with an average of 70 percent resolution rate upon first contact by our customers. Taking support calls live allows us to resolve issues more quickly creating a more efficient environment for our customers. Tyler carefully gauges all the aspects of support to maintain a customer-conscious atmosphere, so in addition to tracking First Call Resolution, we track relevant data that helps us to better serve our customers. • Average wait time in the queue • Average response time • Average resolution time • Average call volume by day • Average incidents closed by agent by day • Incident trend analysis Problem Escalation The goal of the Tyler Support department is to provide technical assistance to Tyler Product users in overcoming issues, understanding certain functionality, and recommending approaches to various situations. An incident is originated when a customer contacts Tyler’s support staff. Support can be contacted via the toll-free support line, e-mail, or the support website. The incident can be received in several different ways via our flexible support systems. If the support incident is received via the toll-free support line, a support representative will create and log the support issue into our help desk system. The support representative will take ownership of the incident Implementation, Project Management, Training and Ongoing Support County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 39 and see it to resolution. The support representative will use many different resources to resolve the issue including on-line help, Knowledge Base, advisors, team leaders, managers, and software developers. If the support incident is received via e-mail or online support portal, an incident is created, and a support representative will contact the customer based on a combination of the priority of the issue and the order that the issue was received. The support representative will take ownership of the incident and see it to resolution. The support representative will use many different resources to resolve the issue including on-line help, Knowledge Base, advisors, team leaders, managers, and software developers. The Team Leaders and Manager of Support Services monitor the status of all support incidents received during the day. In situations where the Team Leaders or Manager identify an incident that needs escalation, the Team Leader or Manager may manually escalate the incident or assign it to a specific support representative. If the software support representative cannot resolve the incident, they have several different levels of help in order to resolve the incident in a timely manner. The levels are as follows: Support Specialist > Advisor > Team Leader > Manager of Support Services > Director of Client Services. Tyler Community As America’s largest software provider dedicated to serving the public sector, Tyler is uniquely qualified to leverage the combined experience of tens of thousands of users with our staffs’ deep domain knowledge to bring a one-of-a-kind interactive online community. In the Tyler Community clients connect with other users and Tyler staff to share information, collaborate, access support, and receive training. In this interactive environment, individual knowledge is amplified exponentially across the community. Get connected. Connect with colleagues from neighboring communities or from across the country. And stay connected by joining groups with other users who are in the same geographic region, share common job functions or use the same software products. Join the Discussion. Join discussions on topics that impact your daily life, keep up with the latest software tips and tricks and discover what other agencies around the nation are doing to connect and empower their constituents. System Reporting, Data Migration and Integration County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 40 System Reporting, Data Migration and Integration G. System Reporting, Data Migration and Integration: The Proposer shall describe and provide samples of available existing standard reports (management statistics, case load by attorney, etc.). The proposed solution must have a graphical user interface and an ad hoc reporting capability so that the County can generate reports on an “as needed" basis. The proposed solution must have the ability to automate reports and distribute them via email. All report generation subject to permission-based restrictions. The Proposer shall also describe its process for exporting, converting, and migrating legacy data into the new system. Proposals shall also describe the process used to verify and test migrated data to ensure accuracy. Tyler offers more than 70 standard reports ranging from case activity reports to statistical reports. These reports provide a variety of criteria, providing the user with the ability to get a wealth of information from the case data. We also provide reports standardized by the National Center for State Courts. Additionally, Tyler’s report builder allows you to create customized reports that can be used once or saved as a template for continued use. All reports can be exported into several different formats, attached to an email, or archived directly from the software. For a complete list of our standard reports, or a demonstration of the reporting system, please contact your Account Executive. In addition to more than 70 standard reports, you also have the ability to create and define your own reports. Here is a brief listing of some of the provided standard reports: In addition to more than 70 standard reports, you also have the ability to create and define your own reports. Here is a brief listing of some of the provided standard reports: • Status History Report: This report provides detailed information about any case, listing all the activities that occurred on the case by date and showing the operator accessing the case. • Officer/Agency Report: This report provides information on cases that were issued by a specific officer or agency. Depending on your requirements, this can be a very generic or a very detailed report. • Offense Report: This report provides information on specific offenses during a specific period. Depending on your requirements, this can be a very generic or a very detailed report. • Nation Center of State Court Reporting – CourTools: These reports have an established national standardized reporting format. They include reporting for: o Age of Pending Cases o Clearance Rates o Cost per Case Report o Time to Disposition Report • Filed/Closed by Offense Type Report: This report details all the activity of the staff from a given time period. The report will include the number of cases filed vs. closed, the cases closed by other means. This is an excellent report for management control. Please see Tyler’s sample reports provided below in this Section of the RFP Response. Continuance Listing Report Continuance Codes From 01/01/2010 Thru 03/19/2024 TYLER Tuesday, March 19, 2024 11:00 AM Date/Time Citation #-Viol. Continuance Code Attorney Judge Name 3/19/2024 11:00:03 AM Page 1 of 1 JUDGELEE, RICHARD JESSCONT DEF ATTY11/10/2015 1204896-1 JOHN, WADE P JUDGELEE, RICHARD JESSCONT DEF ATTY11/10/2015 1204896-2 JOHN, WADE P JUDGE STRIKERSMITH, BILL RCONT JUDGE02/23/2019 195128-3 JUDGERAY, ASHLEY MARIECONT OFF11/10/2015 196808-1 JUDGERATTANAPHOSY, DARCYCONT PRO SE DEFENDAN07/20/2022 23C652-1 JUDGESMITH, BILL RCONT PUBLIC DEF12/02/2016 15CT00000001-1 Number Of Continuance Codes: 6Report Totals: TYLER\Julie.Day\COURT Page 1 of 1 CourTools - Clearance Rates TYLER 3/19/2024 10:40:49 AM Detail and Totals For 08/01/2010 - 03/19/2024 Report By Offense Level Citation # Conviction Date Sentence Date Status Date Filed Date Status Defendant Type-Offense CA-CITY ATTORNEY 18R0001-1 ARCHULETA, FLOYD ROBERT CITY ATTORNEY-RECOVERY OF CITY LOSS 05/22/201805/16/2018 FILED * 18R0002-1 BJORCK, MAXWELL O CITY ATTORNEY-RECOVERY OF CITY LOSS 05/17/201805/08/2018 FILED * 18R0004-1 DAVIS, CLARENCE CITY ATTORNEY-RECOVERY OF CITY LOSS 06/04/201806/04/2018 FILED * 18CC0001-1 DAY, OTIS CITY ATTORNEY-CLAIM 05/11/201805/11/2018 FILED * 18DR0001-1 DAY, OTIS CITY ATTORNEY-DEED RESTRICTION 05/11/201805/11/2018 FILED * 18R0003-1 FRANCOIS, SHAKAIA ROOBIRD CITY ATTORNEY-RECOVERY OF CITY LOSS 05/17/201805/08/2018 FILED * 18L0001-1 GILLETTE, ERICK JAMES CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18R0005-1 HARPER, CARRIE CITY ATTORNEY-RECOVERY OF CITY LOSS 06/06/201806/06/2018 FILED * 18DR0004-1 INC, DOLLAR GENERAL CITY ATTORNEY-DEED RESTRICTION 05/26/201805/26/2018 FILED * 18DR0003-1 INC, HOME DEPOT CITY ATTORNEY-DEED RESTRICTION 05/26/201805/26/2018 FILED * 18CC0003-1 INC, LUCKY CAB CITY ATTORNEY-CLAIM 05/26/201805/26/2018 FILED * 18DR0002-1 INC, WALMART CITY ATTORNEY-DEED RESTRICTION 05/26/201805/26/2018 FILED * 18CC0004-1 INC, YELLOW TAXI CITY ATTORNEY-CLAIM 05/26/201805/26/2018 FILED * 18CC0002-1 INGRAM, SPENCER CITY ATTORNEY-CLAIM 05/26/201805/26/2018 FILED * 18L0003-1 KINDER, LEE ANN CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18L0004-1 LILES, IDA MAY CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18R0006-1 MARKS, HOWARD CITY ATTORNEY-RECOVERY OF CITY LOSS 06/08/201806/08/2018 FILED * 18L0002-1 MARTIN, FLOYD CITY ATTORNEY-LITIGATION/LAWSUIT 05/26/201805/26/2018 FILED * 18CC0007-1 PARKER, SARAH CITY ATTORNEY-CLAIM 05/28/201806/04/2018 FILED * 18CC0006-1 PAUL, THOMAS CITY ATTORNEY-CLAIM 05/28/201805/31/2018 FILED * 18CC0005-1 SIMON, JOHN CITY ATTORNEY-CLAIM 05/28/201805/28/2018 FILED * 18OR0001-1 12/01/2023 01/04/2024 SMITH, ANN CITY ATTORNEY-ORDINANCE 05/11/201805/11/2018 CLOSED F/GUILTY * * 18OR0002-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCE 05/26/201805/26/2018 FILED * 18OR0003-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCE 05/26/201805/01/2018 FILED * CA-CITY ATTORNEY Totals: New Filings: Reopened Cases: Reactivated Cases Total Incoming Cases: 24 0 0 24 Entry of Judgment: Reopened Disposition: Placed on Inactive Status: Total Outgoing Cases: 1 0 0 1 4% Clearance Rate: Report Totals: New Filings: Reopened Cases: Reactivated Cases Total Incoming Cases: 24 0 0 24 Entry of Judgment: Reopened Disposition: Placed on Inactive Status: Total Outgoing Cases: 1 0 0 1 4% Clearance Rate: TYLER\Julie.Day\COURT Page 1 of 4 CourTools - Age Of Pending Cases TYLER 3/19/2024 10:49:20 AM Detail and Totals For 01/01/2010 - 03/19/2024 Report By Offense Type Citation # Conviction Date Sentence Date Action Status Date State Filed Date ROA Date Time Disp. Days Status CA-CITY ATTORNEY 18R0001-1 ARCHULETA, FLOYD ROBERT CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 05/22/2018 Defendant 05/16/2018 2,135 FILED 2,135 0Total Active Days: Total Inactive Days 18R0002-1 BJORCK, MAXWELL O CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 05/17/2018 Defendant 05/08/2018 2,143 FILED 2,143 0Total Active Days: Total Inactive Days 18R0004-1 DAVIS, CLARENCE CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 06/04/2018 Defendant 06/04/2018 2,116 FILED 2,116 0Total Active Days: Total Inactive Days 18CC0001-1 DAY, OTIS CITY ATTORNEY-CLAIMOffense 05/11/2018 Defendant 05/11/2018 2,140 FILED 2,140 0Total Active Days: Total Inactive Days 18DR0001-1 DAY, OTIS CITY ATTORNEY-DEED RESTRICTIONOffense 05/11/2018 Defendant 05/11/2018 2,140 FILED 2,140 0Total Active Days: Total Inactive Days 18R0003-1 FRANCOIS, SHAKAIA ROOBIRD CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 05/17/2018 Defendant 05/08/2018 2,143 FILED 2,143 0Total Active Days: Total Inactive Days 18L0001-1 GILLETTE, ERICK JAMES CITY ATTORNEY-LITIGATION/LAWSUITOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18R0005-1 HARPER, CARRIE CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 06/06/2018 Defendant 06/06/2018 2,114 FILED 2,114 0Total Active Days: Total Inactive Days 18DR0004-1 INC, DOLLAR GENERAL CITY ATTORNEY-DEED RESTRICTIONOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days TYLER\Julie.Day\COURT Page 2 of 4 18DR0003-1 INC, HOME DEPOT CITY ATTORNEY-DEED RESTRICTIONOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0003-1 INC, LUCKY CAB CITY ATTORNEY-CLAIMOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18DR0002-1 INC, WALMART CITY ATTORNEY-DEED RESTRICTIONOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0004-1 INC, YELLOW TAXI CITY ATTORNEY-CLAIMOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0002-1 INGRAM, SPENCER CITY ATTORNEY-CLAIMOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18L0003-1 KINDER, LEE ANN CITY ATTORNEY-LITIGATION/LAWSUITOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18L0004-1 LILES, IDA MAY CITY ATTORNEY-LITIGATION/LAWSUITOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18R0006-1 MARKS, HOWARD CITY ATTORNEY-RECOVERY OF CITY LOSSOffense 06/08/2018 Defendant 06/08/2018 2,112 FILED 2,112 0Total Active Days: Total Inactive Days 18L0002-1 MARTIN, FLOYD CITY ATTORNEY-LITIGATION/LAWSUITOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18CC0007-1 PARKER, SARAH CITY ATTORNEY-CLAIMOffense 05/28/2018 Defendant 06/04/2018 2,116 FILED 2,116 0Total Active Days: Total Inactive Days 18CC0006-1 PAUL, THOMAS CITY ATTORNEY-CLAIMOffense 05/28/2018 Defendant 05/31/2018 2,120 FILED 2,120 0Total Active Days: Total Inactive Days 18CC0005-1 SIMON, JOHN CITY ATTORNEY-CLAIMOffense 05/28/2018 Defendant 05/28/2018 2,123 FILED 2,123 0Total Active Days: Total Inactive Days TYLER\Julie.Day\COURT Page 3 of 4 18OR0002-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCEOffense 05/26/2018 Defendant 05/26/2018 2,125 FILED 2,125 0Total Active Days: Total Inactive Days 18OR0003-1 TYLER, CITY OF CITY ATTORNEY-ORDINANCEOffense 05/26/2018 Defendant 05/01/2018 2,150 FILED 2,150 0Total Active Days: Total Inactive Days 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 23 100.00% Total 23 PercentCasesActive Days CA-CITY ATTORNEY QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals TYLER\Julie.Day\COURT Page 4 of 4 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 23 100.00% Total 23 PercentCasesActive Days Report Totals: QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals CourTools - Cost Per Case Report TYLER 3/19/2024 10:46:07 AM For Selected Offense Type(s) From Filed Date 10/01/2010 To Filed Date 03/19/2024 TYLER\Julie.Day\COURT Page 1 of 2 Case Types Single Assignment Multiple Assignment FTE Personnel Total Court Expenditures Total Cost By Case Total Dispositions Cost Per Case Staff Total Pro-rated by FTE Percent of Total Judicial Officer Staff Judicial Officer Percent Of Total Administrative Hearings/Appeals 2.00 3.00 $65,000.00 $65,000.00 24 $2,708.33 0.00 1.00 0.00 100.000% Total 2.00 3.00 $65,000.00 24 $2,708.33 0.00 1.00 0.00 100.000% CourTools - Cost Per Case Report TYLER 3/19/2024 10:46:07 AM Case Type 01 For Selected Offense Type(s) From Filed Date 10/01/2010 To Filed Date 03/19/2024 Citation #-Viol. File Date Sentence DateDefendant Offense DescriptionOffense Type Description TYLER\Julie.Day\COUR T Page 2 of 2 18R0004-1 DAVIS, CLARENCE 06/04/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18CC0006-1 PAUL, THOMAS 05/31/2018 CA - CITY ATTORNEY CAC - CLAIM 18R0006-1 MARKS, HOWARD 06/08/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18CC0001-1 DAY, OTIS 05/11/2018 CA - CITY ATTORNEY CAC - CLAIM 18CC0005-1 SIMON, JOHN 05/28/2018 CA - CITY ATTORNEY CAC - CLAIM 18R0001-1 ARCHULETA, FLOYD ROBERT 05/16/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18R0002-1 BJORCK, MAXWELL O 05/08/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18CC0002-1 INGRAM, SPENCER 05/26/2018 CA - CITY ATTORNEY CAC - CLAIM 18R0003-1 FRANCOIS, SHAKAIA ROOBIRD 05/08/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18OR0002-1 TYLER, CITY OF 05/26/2018 CA - CITY ATTORNEY CAO - ORDINANCE 18CC0004-1 INC, YELLOW TAXI 05/26/2018 CA - CITY ATTORNEY CAC - CLAIM 18L0001-1 GILLETTE, ERICK JAMES 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18DR0004-1 INC, DOLLAR GENERAL 05/26/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18CC0003-1 INC, LUCKY CAB 05/26/2018 CA - CITY ATTORNEY CAC - CLAIM 18L0002-1 MARTIN, FLOYD 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18R0005-1 HARPER, CARRIE 06/06/2018 CA - CITY ATTORNEY CAR - RECOVERY OF CITY LOSS 18DR0003-1 INC, HOME DEPOT 05/26/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18OR0001-1 SMITH, ANN 01/04/2024 05/11/2018CA - CITY ATTORNEY CAO - ORDINANCE 18DR0001-1 DAY, OTIS 05/11/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18CC0007-1 PARKER, SARAH 06/04/2018 CA - CITY ATTORNEY CAC - CLAIM 18L0004-1 LILES, IDA MAY 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18L0003-1 KINDER, LEE ANN 05/26/2018 CA - CITY ATTORNEY CAL - LITIGATION/LAWSUIT 18DR0002-1 INC, WALMART 05/26/2018 CA - CITY ATTORNEY CADR - DEED RESTRICTION 18OR0003-1 TYLER, CITY OF 05/01/2018 CA - CITY ATTORNEY CAO - ORDINANCE Total For Case Type 01: 24 TYLER\Julie.Day\COURT Page 1 of 2 CourTools - Time To Disposition TYLER 3/19/2024 10:47:36 AM Detail and Totals For 01/01/2010 - 03/19/2024 Report By Offense Type Citation # Conviction Date Sentence Date Action Status Date State Filed Date ROA Date Time Disp. Days Status CA-CITY ATTORNEY 01/04/2024 10:30 AM CASE FILED Pending 0 01/04/2024 10:47 AM CLOSED Disposed 0 18OR0001-1 12/01/2023 01/04/2024 SMITH, ANN CITY ATTORNEY-ORDINANCEOffense 05/11/2018 Defendant 05/11/2018 2,065 S CLOSED F/GUILTY 2,064 1Total Disposition Days: Total Inactive Days 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 1 100.00% Total 1 PercentCasesDisposition Days CA-CITY ATTORNEY QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals TYLER\Julie.Day\COURT Page 2 of 2 0-10 11-15 16-30 31-60 61-90 91-120 121-150 151-180 181-210 211-240 241-270 271-300 301-330 331-365 366-540 541-720+ 1 100.00% Total 1 PercentCasesDisposition Days Report Totals: QTR. 1 (1-90) QTR. 2 (1-180) QTR. 3 (1-270) QTR. 4 (1-365) 0-30 Total Totals TYLER\Julie.Day\COURT Page 1 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Case Totals For 01/01/2010 - 03/19/2024 Report By Offense Type One Two Three Four Five Six Seven Eight Nine Ten Over 10 Total CasesOffense Type Number of Trial Settings Trial Type 1 1JUDGECIVIL 0%Percentage of Cases Disposed With 2 or Less Trials CI-CIVIL Totals 1 1 0%Percentage of Cases Disposed With 2 or Less Trials 1 1Report Totals: 0%Percentage of Cases Disposed With 2 or Less Trials TYLER\Julie.Day\COURT Page 2 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Trial Totals For 01/01/2010 - 03/19/2024 Report By Offense Type One Two Three Four Five Six Seven Eight Nine Ten Over 10 Total TrialsOffense Type Number of Trial Settings Trial Type 4 4JUDGECIVIL CI-CIVIL Totals 4 4 4 4Report Totals: TYLER\Julie.Day\COURT Page 3 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Average Trial Settings For 01/01/2010 - 03/19/2024 Report By Offense Type Average Trial SettingsOffense Type Trial Type Total Trial Settings Total Cases JUDGECIVIL 4 1 4.0 CI-CIVIL Totals 4 1 4.0 Report Totals: 4 1 4.0 TYLER\Julie.Day\COURT Page 4 of 4 CourTools - Trial Date Certainty TYLER 3/19/2024 10:56:14 AM Detail Exceptions For 01/01/2010 - 03/19/2024 Report By Offense Type Citation # Conviction Date Sentence Date Status Date Filed Date Status Report Totals: 0 CONFIDENTIAL & PROPRIETARY Cost Proposal County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 55 Cost Proposal H. Cost Proposal: The Proposer shall provide a proposed project budget broken out by each of the major products and tasks showing the total direct costs and all other costs associated with the services provided, and the required amount of State general excise and use taxes. Costs should be identified as deliverables-based or recurring for system licensing and administration; and personnel costs should be disaggregated for project management, system design and build-out, testing, training, and/or system maintenance, as applicable. The Proposer shall provide a listing of hourly rates for project personnel that shall be used for direct labor costs. The Proposer shall submit a Products and Services Schedule, grouped by major product categories, of the products and services offered, which consists of an item number, item description and the County's maximum price for each product or service. Such schedule shall be established and maintained as an exhibit of the agreement between the County and selected Proposer upon award of contract. The scoring for cost shall be as follows: the Proposer’s proposal with the lowest cost will receive the highest available rating allowable to cost (10 points). Each proposal with a higher cost than the lowest shall have a lower rating for cost. The points allocated to the higher priced proposals will be calculated as [Lowest Price x Points (the maximum available)/Price in Proposer’s Proposal = Proposer’s Points Allowable to Cost] in accordance with Chapter 3-122 of the Hawai‘i Administrative Rules. The County will evaluate all solutions proposed. If a specific fee or cost related to a service is not offered, that item should be marked N/A to indicate “not available”. Notes The following Cost Proposal is based on the stated requirements provided by County of Hawai"i in this RFP. It includes Tyler software license fees, estimated services, project management, conversion, and travel and expense costs. Any stated conversion prices may vary depending on cooperation of previous vendor and/or the complexity of converting the data. Travel expenses are estimated; however, actual expenses will be billable. The license fees listed in this Cost Summary do not include any tax or other governmental impositions including, without limitation, sales, use, or excise tax. All applicable sales tax, use tax, or excise tax shall be paid by client and shall be paid over to the proper authorities by client or reimbursed by client to Tyler Technology on demand in the event that Tyler Technology is responsible or demand is made on Tyler Technology for the payment thereof. If tax-exempt, client must provide Tyler Technology with client's taxexempt number or form. Tyler SaaS Tyler utilizes AWS (Amazon Web Services) as our Software as a Service (SaaS) solution. All of your Tyler applications are hosted, maintained, supported, and administered on a private cloud by AWS. Tyler will manage all regular administrative tasks — including installation, upgrades, support, and file maintenance — and ensure all your databases, database servers, operating system, application files and image files are up to date and secure. Users simply access comprehensive Tyler applications and data through a secure Web interface that transmits encrypted data to each client workstation. Entities of all sizes can easily employ this streamlined system, taking advantage of a proven product and doing more with less. No heavy up-front fees, no dedicated IT staff, no maintenance required. It’s safe, reliable, affordable, and easy to use. 2024-461600-C3S1F6 CONFIDENTIAL Page 1 Sales Quotation For: Hawaii County 25 Aupuni St Ste 1101 Hilo HI 96720-4245 Quoted BY Jon Atkin Quote Expiration 9/16/24 Quote Name Case Management SaaS Tyler Annual Software – SaaS Description Annual Municipal Justice powered by Incode Municipal Justice 10 Suite Case Manager Cash Collections Case Import Interface Laserfiche Output Channel Output Director Defense Attorney Access Court Public Access Tyler One Content Manager Suite Content Manager Enterprise Content Manager Auto Indexing and Redaction Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 60 Clarifications & Understandings Below Tyler has included the information that was uploaded to the bid portal before the question due date. We have also included the information here for your convenience. County of Hawaii, HI (“Client”) RFP 4548 Provide, Maintain, and Support an Electronic Case Management System for the Office of the Corporation Counsel, County of Hawai’i Tyler Technologies, Inc.’s Statement of Exceptions to the Procurement Documents 1. Form of Contract, Order of Priority (Solicitation sec. 1.1 Solicitation Forms; Solicitation sec. 1.6 General Terms and Conditions; General Terms and Conditions generally; General Terms and Conditions sec. 2.1 Order of Precedence Conflicting Provisions, sec. 2.2 Solicitation Forms, sec. 8.4(a) Execution of Contract, sec. 8.6(a) Failure to Execute Contract, sec. 10.3 Compliance with Contract Terms): Tyler’s Proposal is based on the delivery of the requested software and services according to Tyler’s standard implementation methodology and Tyler’s standard contract. That methodology, and that contract, have been refined and enhanced over Tyler’s many years of operation in the public sector information technology market. Tyler’s submission of its Proposal does not waive Tyler’s right to negotiate any and all terms to the mutual satisfaction of the parties. Tyler will be obligated to provide products and services only upon execution, and under the terms and conditions, of the mutually negotiated contract between Tyler and the Client. Tyler will consider its implementation methodology and its contract to be the starting point for those negotiations unless expressly stated otherwise in its Proposal. Tyler recognizes that there may be clauses of particular importance to the Client that may not be included in the Tyler contract. Tyler is amenable to accommodating the Client’s contract requests by incorporating mutually agreed clauses into the Tyler contract. Tyler’s standard contract is included for your reference. Tyler will agree to incorporate the Client’s RFP by reference into the final contract, so long as Tyler’s Proposal is incorporated as well, and the order of priority in the event of any conflict is: (1) the final negotiated agreement; (2) Tyler’s Proposal; and (3) the RFP. If selected, Tyler will promptly and efficiently negotiate with the County even if reaching mutual agreement takes more than ten (10) calendar days. Tyler’s payment processing services are subject to a separate Payment Processing Agreement. 2. Compliance with RFP (Solicitation sec. 1.11 Examination of Proposal and Contract Documents; Proposal Letter template at page marked 1 at PDF p. 12; Special Provisions sec. 9 Exceptions; General Terms and Conditions p. 6 Purpose, sec. 8.3(a) Acceptance of Offer, sec. 10.3 Compliance with Contract Terms): Tyler’s Proposal will comply with and be subject to the RFP’s terms, except as modified by, taken exception to, and as otherwise provided in Tyler’s Proposal. 3. Ownership (Solicitation sec. 1.14 Proprietary or Confidential Information; General Terms and Conditions sec. 3.7 Proprietary or Confidential, sec. 11.3 Copyright, sec. 12.12(b) Contractor’s Obligations (c) Right to Goods): The Client may use the Tyler Proposal for its internal reference in evaluating proposals. We do not agree to work-for-hire provisions. Tyler retains all intellectual property and confidentiality rights in and to our proprietary and/or confidential information and deliverables. We reserve the right to protest the public disclosure of our confidential business information/trade secrets but will comply with applicable public records laws. Tyler does not grant a license to reproduce its materials or any of its work under the parties’ contract. Tyler disagrees that the County has any right to direct Tyler to assign its right, title, and interest under any orders, goods, or related items to the County. 4. Insurance (Solicitation sec. 1.16 Insurance/Certificate of Insurance; General Terms and Conditions sec. 8.8 Submission of Insurance Certification): Tyler will provide its evidence of insurance certificate. Tyler’s Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 61 insurance program is established at a corporate level and is not subject to change for individual customers. While performing services under an agreement with the Client, we will agree to maintain the following levels of insurance: (a) Commercial General Liability (CGL) of $1,000,000 per occurrence and in the aggregate; (b) Automobile Liability of $1,000,000; (c) Professional Liability of $1,000,000; (d) Cyber Liability of $1,000,000; (e) Workers’ Compensation complying with applicable statutory requirements; and (f) Excess/Umbrella Liability of $5,000,000 per occurrence and in the aggregate. We agree to secure our insurance from a carrier with a minimum AM Best rating of A-:VII. Tyler’s insurance coverage is evidenced using a standard Acord form. The coverage limits set forth on our certificate of insurance do not apply separately. Certificates of insurance listing the customer as certificate holder are available upon request after a contract is signed. Copies of Tyler’s insurance policies are made available only in the event a claim is disputed or denied. Tyler will disclose its deductibles upon written request, but those deductibles are not subject to customer approval. Tyler is well-positioned financially to satisfy its deductibles. At your request during contract negotiations, we will add language to the insurance provision that adds you as an additional insured to our commercial general liability and auto liability policy for claims caused, in whole or in part, by Tyler as respects the contract, which automatically affords you the same status under our excess/umbrella liability policy. A certificate of insurance reflecting that status may be provided at your request after the contract is executed. Our carrier has issued blanket endorsements regarding additional insured status; we do not issue separate endorsements specific to each customer. We agree that our insurance is primary for claims under our CGL or auto policies that are caused, in whole or in part, by Tyler as respects the contract. If required, Tyler will agree to waive subrogation, but only on claims under our CGL or auto policies that arise out of or relate to the contract and are between us and you, except to the extent you cause the damage or injury. If you require it in the contract, we will agree to provide you with notice of cancellation or nonrenewal, or reduction in our insurance coverages below the minimum requirements set forth in the contract within thirty (30) days thereof unless replaced. Renewal certificates of insurance will be provided as close as practicable to the date the applicable policy or policies is/are renewed. For claimsbased coverage, Tyler will agree to tail coverage of up to 36 months. 5. Taxes (Proposal Letter template at page marked 1 at PDF p. 12; Special Provisions sec. 3 Applicable Taxes; General Terms and Conditions sec. 3.3(f) Preparation of Offer, sec. 10.5 Price Inclusive of All Applicable Taxes): Unless noted otherwise, the fees quoted by Tyler do not include any taxes, including, without limitation, sales, use or excise tax. All applicable taxes shall be paid by Tyler to the proper authorities and shall be reimbursed by the Client to Tyler. In the event the Client possesses a valid direct-pay permit, the Client will forward such permit to Tyler on the effective date of the contract. In such event, the Client shall be responsible for remitting all applicable taxes to the proper authorities. If tax-exempt, the Client shall provide Tyler with the Client’s tax-exemption certificate. 6. Nonappropriation (Specifications sec. 1.4 Scope of Solicitation; General Terms and Conditions sec. 8.4(b)(2) Execution of Contract): If the Client should not appropriate or otherwise make available funds sufficient to purchase, lease, operate or maintain the products set forth in the contract, the Client may unilaterally terminate the contract upon thirty (30) days’ prior written notice to Tyler. Upon termination, the Client shall remit payment for all products and services delivered to the Client and all expenses incurred by Tyler prior to Tyler’s receipt of the termination notice. The Client will not be entitled to a refund or offset of previously paid license and other fees. 7. Time Being “of the Essence,” Project Schedule (Specifications sec. 1.4 Scope of Solicitation; General Terms and Conditions sec. 10.7 Liquidated Damages, sec. 10.8(a) Delivery, sec. 10.9(b) Notice to Proceed, sec. 10.13 Time Is of the Essence): Tyler does not agree to time being made “of the essence.” Tyler will begin and perform services in accordance with the mutually agreed upon implementation plan schedule. Software implementations are a collaborative process and require the resources and performance of Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 62 both parties. Accordingly, Tyler does not guarantee compliance with the indicated project schedule but will work with the client during contract negotiations to establish an estimated timeline for project activities. 8. Renewals (Specifications sec. 1.4 Scope of Solicitation): Except as otherwise provided in Tyler’s Proposal: Tyler’s standard contract is designed with an initial term followed by automatic one-year renewal terms, which will continue unless terminated at least 60 days prior to end of the annual renewal term. Annual terms will renew at Tyler’s then-current rates unless otherwise agreed to by the parties. 9. Project Plan (Specifications sec. 1.7(F) Implementation, Project Management, Training and Ongoing Support): Tyler’s Proposal includes a sample project plan. Tyler will deliver the actual project plan upon obtaining further information from the Client. 10. Personnel (Specifications sec. 1.7(F)(6) Implementation, Project Management, Training and Ongoing Support): Tyler will provide information on representative Tyler personnel. We are unable to assign personnel to a project until Tyler is selected and a contract is signed, in an effort to use resources most effectively. 11. Pricing (Specifications sec. 1.7(H) Cost Proposal; General Terms and Conditions sec. 2.5(b),(c) Price Items, sec. 3.3(f) Preparation of Offer, sec. 10.5 Price Inclusive of All Applicable Taxes): Unless expressly indicated otherwise, our Proposal contains estimates of the amount of services and associated expenses needed, based on our understanding of the size and scope of your project. The actual amount of services and expenses depends on such factors as your level of involvement in the project and the speed of knowledge transfer. If required, we will provide a not-to-exceed quote once the scope of services has been finalized. Unless noted otherwise, our services rates do not include travel expenses, which are separately estimated and are payable in accordance with our then-current Business Travel Policy. Unless expressly indicated otherwise, the fees we have quoted do not include any taxes. 12. Venue (Special Provisions sec. 14 Venue; General Terms and Conditions sec. 10.10(c) Disputes): Tyler reserves the right to file a complaint with, or remove any litigation to, a federal court of competent jurisdiction. 13. Liquidated Damages (Special Provisions sec. 16 Liquidated Damages; General Terms and Conditions sec. 10.7 Liquidated Damages): Tyler cannot agree to liquidated damages provisions and does not agree to those provisions in the procurement materials. Tyler is willing to negotiate a mutually agreeable retention amount on services payments. 14. Nondiscrimination (Special Provisions sec. 10 Nondiscrimination in County Contracts, sec. 11.11 Nondiscrimination): Tyler agrees to comply with the applicable disability laws, rules and regulations as they relate to its employment practices and the services being proposed. Tyler will not discriminate against any person employed or applying for employment concerning the performance of our responsibilities under the contract. This discrimination prohibition will apply to all matters of initial employment, tenure, and terms of employment, or otherwise with respect to any matter directly or indirectly relating to employment concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that is unrelated to the individual's ability to perform the duties of a particular job or position, height, weight, marital status, or political affiliation. We will post, where appropriate, all notices related to nondiscrimination as may be required by applicable law. 15. Definitions (General Terms and Conditions sec. 1 Definitions of Terms): The parties’ contract will contain such definitions as are mutually agreeable to the parties and based on the substantive terms of the contract. 16. Access to Facilities (General Terms and Conditions sec. 3.1(c) Competency of Offeror): Access to Tyler’s facilities, if permitted by Tyler, will be restricted or limited for security purposes and to protect Tyler’s Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 63 proprietary and confidential business information and that of its clients. The decision on such access is wholly within Tyler’s discretion. 17. Laws and Regulations (General Terms and Conditions sec. 3.5, sec. 11.1 Laws to Be Observed, sec. 11.12 Responsibility of Contractor and Tax Clearance, sec. 11.13 Campaign Contributions by State and County Contractors): Tyler reserves the right to review and discuss with the Client specific laws and regulations that the Client wishes to incorporate into the final contract. Tyler, in the performance of services, will comply with all applicable state and federal laws, ordinances, orders, decrees, and regulations. The quoted fees are based, in part, on the cost of compliance with applicable laws existing as of execution of the contract. Should laws applicable to Tyler’s performance under the contract change post-signature, Tyler reserves the right to seek a change order for the additional work, time, and/or cost that may be required to comply with the new law, ordinance, or regulation. 18. Software and Services Warranties; Disclaimer of Other Warranties (General Terms and Conditions sec. 8.3(a) Acceptance of Offer, sec. 10.3 Compliance with Contract Terms, sec. 10.4 Examination of Site, sec. 11.2 Warranty of Title): For as long as the Client has an in-force maintenance or SaaS agreement, as applicable, Tyler warrants that the Tyler software will substantially conform to the functional descriptions of the Tyler software contained in Tyler’s Proposal, or their functional equivalent. Future functionality may be updated, modified, or otherwise enhanced through our maintenance and support services, and the governing functional descriptions for such future functionality will be set forth in our then-current documentation. Tyler warrants that it will perform services in a professional, workmanlike manner, consistent with industry standards. In the event Tyler provides services that do not conform to this warranty, Tyler will re-perform the services at no additional cost to the Client. Tyler disclaims all implied warranties. Tyler does not provide implied warranties, including the implied warranties of merchantability and fitness for a particular purpose, as they are subjective. Tyler does not warrant that it has examined the proposed work site. Tyler provides a comprehensive, objective warranty tied to functional descriptions of the Tyler software. 19. Bonds (General Terms and Conditions sec. 3.4 Offer Guaranty, sec. 5.4(l), sec. 8.5 Contract Bond, sec. 8.6(a), Exhibit D, Exhibit E, Exhibit I, Exhibit J): The RFP makes clear that no bid bond or performance bond is required for this RFP. Tyler takes exception to those portions of the General Terms and Conditions that assume that a bid bond or performance bond was required. Tyler also takes exception to any requirement for a payment bond. Tyler does not issue payment bonds. 20. Dispute Resolution, Breach, Performance (General Terms and Conditions sec. 10.3 Compliance with Contract Terms, sec. 10.10 Disputes, sec. 10.11 Remedies, sec. 12.11 Termination for Default): Tyler’s performance will be consistent with its warranties. In the event a dispute arises, or Client believes Tyler has materially breached the contract, the Client shall follow the mutually agreed to dispute resolution process. Tyler prefers a dispute resolution process that involves mediation before an impartial independent mediator. Tyler will continue performing during a dispute unless the nature of the dispute dictates otherwise; Tyler expects any such obligation to be mutual. Tyler reserves all rights and remedies available to it under applicable law. Tyler is opposed to Client procuring replacement products and/or services at Tyler’s expense. Tyler is opposed to allowing the Client the right to offset or withhold payment and prefers instead to resolve the dispute through the mutually agreed-upon disputeresolution process. 21. Limitation of Liability/Damages Exclusion (General Terms and Conditions sec. 10.7 Liquidated Damages, sec. 11.7 Indemnification): EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THE CONTRACT, TYLER’S LIABILITY FOR DAMAGES ARISING OUT OF THE CONTRACT, WHETHER BASED ON A THEORY OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO CLIENT’S ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) DURING THE INITIAL TERM, AS SET FORTH IN THE Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 64 CONTRACT, TOTAL FEES PAID AS OF THE TIME OF THE CLAIM; OR (B) DURING ANY RENEWAL TERM, THE THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT RENEWAL TERM. THE PRICES SET FORTH IN THE CONTRACT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO TYLER’S INDEMNIFICATION OBLIGATIONS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TYLER BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF TYLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 22. Delivery (General Terms and Conditions sec. 10.8 Delivery): The vast majority of delivery is intended to be electronic. In the event of any physical delivery, risk of loss passes to the Client upon delivery. 23. Right of Offset (General Terms and Conditions sec. 10.12 County’s Right of Offset): Tyler is opposed to allowing the Client the right to offset or withhold payment and prefers instead to resolve the dispute through the mutually agreed-upon dispute-resolution process. 24. Indemnification (General Terms and Conditions sec. 11.1(b) Indemnification for Violation of Law, sec. 11.7 Indemnification): Tyler shall defend, indemnify, and hold harmless the Client from and against any and all direct claims, losses, liabilities, damages, costs, and expenses (including reasonable attorney’s fees and costs) from third parties for personal injury or property damage arising from Tyler’s negligence or willful misconduct; or Tyler’s violation of a law applicable to Tyler’s performance under the contract. The Client must notify Tyler promptly in writing of the claim and give Tyler sole control over its defense or settlement. The Client agrees to provide Tyler with reasonable assistance, cooperation, and information in defending the claim at Tyler’s expense. 25. Indemnification on Intellectual Property Infringement (General Terms and Conditions sec. 11.2 Warranty of Title, sec. 11.4 Infringement Indemnification): Tyler will defend, indemnify, and hold harmless the Client from third-party claims that the Tyler software and/or documentation infringes an intellectual property right in accordance with Tyler’s standard contract. 26. Assignment (General Terms and Conditions sec. 11.5 Subcontracting and Assigning, sec. 12.9(a) No Assignment): Neither party may assign the contract without the prior written consent of the other party, except that Tyler may, without the prior written consent of the Client, assign the contract in its entirety to the surviving entity of any merger or consolidation or to any purchaser of substantially all of Tyler’s assets. 27. Audit Rights; Record Retention (General Terms and Conditions sec. 11.10 Record Retention and Right to Audit Records): The Client may audit Tyler’s books and records relating directly to the contract once per year on one-week advance written notice, and at Client’s expense. Unless otherwise agreed, the location of the records will be the Tyler office servicing the contract. The audit will not include access to Tyler’s personnel records, or conditions of employment. Tyler will maintain complete and accurate records of time and expense relating directly to the contract for the greater of five (5) years from their creation or the period required by applicable law. 28. Termination (General Terms and Conditions sec. 12.11 Termination for Default, sec. 12.12 Termination for Convenience): The Client may terminate the contract for cause in the event Tyler fails to cure a material breach according to the terms of the dispute resolution process set forth in Tyler’s standard contract. The Client will make payment to Tyler for all undisputed products, services and expenses delivered or incurred through the effective date of termination. Payment for disputed products, services and expenses, and the Client’s remedies, will be determined through the mutually agreed dispute resolution process. Tyler’s standard practice is not to include a termination for convenience provision in its contracts, given the significant investments made by both parties to the procurement and Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 65 implementation. Tyler relies instead on its termination provisions for cause, non-appropriation, and/or force majeure. 29. Acceptance (Terms and Conditions sec. 12.11(c) Compensation, sec. 12.12(d) Compensation, sec. 13 Payment): Tyler is willing to negotiate a mutually agreeable acceptance process based on warranted functionality. 30. Payments and Invoicing (General Terms and Conditions sec. 13 Payment): Tyler’s standard payment terms are set forth in the Invoicing and Payment Policy (Exhibit B) to the standard Tyler contract. Payment is due within forty-five (45) days of invoicing. Hawaii County Excep�ons Support Hours: Our Standard support hours are currently 7 am to 7 pm central standard �me. We are open to discussing op�ons for extending those hours as needed. Addi�onally, Tyler provides a number of self-guided tutorials and self-help ar�cles and videos in a robust Tyler University library that is available 24/7. Terms & Conditions Please see the Tyler Technologies standard Terms and Conditions contract in this section of this RFP Response. Tyler Technologies is willing to negotiate contract terms to suit both parties upon award of contract. https://www.tylertech.com/portals/0/terms/public-administration/New-Public-Administration-GroupClients-SaaS-Agreement.pdf Clarifications & Understandings Clarifications & Understandings Clarifications & Understandings County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 68 County of Hawai’i Tyler Technologies, Inc. Provide, Maintain and Support and Electronic case Management System for the Office of the Corporation Counsel County of Hawai'i Page 69 Bid Zip RFP #4548/Tyler Technologies, Inc._234206/Hawaii County, HI M&S Exceptions 032624 From Tyler Technologies.docx County of Hawaii, HI (“Client”) RFP 4548 Provide, Maintain, and Support an Electronic Case Management System for the Office of the Corporation Counsel, County of Hawai’i Tyler Technologies, Inc.’s Statement of Exceptions to the Procurement Documents Form of Contract, Order of Priority (Solicitation sec. 1.1 Solicitation Forms; Solicitation sec. 1.6 General Terms and Conditions; General Terms and Conditions generally; General Terms and Conditions sec. 2.1 Order of Precedence Conflicting Provisions, sec. 2.2 Solicitation Forms, sec. 8.4(a) Execution of Contract, sec. 8.6(a) Failure to Execute Contract, sec. 10.3 Compliance with Contract Terms): Tyler’s Proposal is based on the delivery of the requested software and services according to Tyler’s standard implementation methodology and Tyler’s standard contract. That methodology, and that contract, have been refined and enhanced over Tyler’s many years of operation in the public sector information technology market. Tyler’s submission of its Proposal does not waive Tyler’s right to negotiate any and all terms to the mutual satisfaction of the parties. Tyler will be obligated to provide products and services only upon execution, and under the terms and conditions, of the mutually negotiated contract between Tyler and the Client. Tyler will consider its implementation methodology and its contract to be the starting point for those negotiations unless expressly stated otherwise in its Proposal. Tyler recognizes that there may be clauses of particular importance to the Client that may not be included in the Tyler contract. Tyler is amenable to accommodating the Client’s contract requests by incorporating mutually agreed clauses into the Tyler contract. Tyler’s standard contract is included for your reference. Tyler will agree to incorporate the Client’s RFP by reference into the final contract, so long as Tyler’s Proposal is incorporated as well, and the order of priority in the event of any conflict is: (1) the final negotiated agreement; (2) Tyler’s Proposal; and (3) the RFP. If selected, Tyler will promptly and efficiently negotiate with the County even if reaching mutual agreement takes more than ten (10) calendar days. Tyler’s payment processing services are subject to a separate Payment Processing Agreement. Compliance with RFP (Solicitation sec. 1.11 Examination of Proposal and Contract Documents; Proposal Letter template at page marked 1 at PDF p. 12; Special Provisions sec. 9 Exceptions; General Terms and Conditions p. 6 Purpose, sec. 8.3(a) Acceptance of Offer, sec. 10.3 Compliance with Contract Terms): Tyler’s Proposal will comply with and be subject to the RFP’s terms, except as modified by, taken exception to, and as otherwise provided in Tyler’s Proposal. Ownership (Solicitation sec. 1.14 Proprietary or Confidential Information; General Terms and Conditions sec. 3.7 Proprietary or Confidential, sec. 11.3 Copyright, sec. 12.12(b) Contractor’s Obligations (c) Right to Goods): The Client may use the Tyler Proposal for its internal reference in evaluating proposals. We do not agree to work-for-hire provisions. Tyler retains all intellectual property and confidentiality rights in and to our proprietary and/or confidential information and deliverables. We reserve the right to protest the public disclosure of our confidential business information/trade secrets but will comply with applicable public records laws. Tyler does not grant a license to reproduce its materials or any of its work under the parties’ contract. Tyler disagrees that the County has any right to direct Tyler to assign its right, title, and interest under any orders, goods, or related items to the County. Insurance (Solicitation sec. 1.16 Insurance/Certificate of Insurance; General Terms and Conditions sec. 8.8 Submission of Insurance Certification): Tyler will provide its evidence of insurance certificate. Tyler’s insurance program is established at a corporate level and is not subject to change for individual customers. While performing services under an agreement with the Client, we will agree to maintain the following levels of insurance: (a) Commercial General Liability (CGL) of $1,000,000 per occurrence and in the aggregate; (b) Automobile Liability of $1,000,000; (c) Professional Liability of $1,000,000; (d) Cyber Liability of $1,000,000; (e) Workers’ Compensation complying with applicable statutory requirements; and (f) Excess/Umbrella Liability of $5,000,000 per occurrence and in the aggregate. We agree to secure our insurance from a carrier with a minimum AM Best rating of A:VII. Tyler’s insurance coverage is evidenced using a standard Acord form. The coverage limits set forth on our certificate of insurance do not apply separately. Certificates of insurance listing the customer as certificate holder are available upon request after a contract is signed. Copies of Tyler’s insurance policies are made available only in the event a claim is disputed or denied. Tyler will disclose its deductibles upon written request, but those deductibles are not subject to customer approval. Tyler is well-positioned financially to satisfy its deductibles. At your request during contract negotiations, we will add language to the insurance provision that adds you as an additional insured to our commercial general liability and auto liability policy for claims caused, in whole or in part, by Tyler as respects the contract, which automatically affords you the same status under our excess/umbrella liability policy. A certificate of insurance reflecting that status may be provided at your request after the contract is executed. Our carrier has issued blanket endorsements regarding additional insured status; we do not issue separate endorsements specific to each customer. We agree that our insurance is primary for claims under our CGL or auto policies that are caused, in whole or in part, by Tyler as respects the contract. If required, Tyler will agree to waive subrogation, but only on claims under our CGL or auto policies that arise out of or relate to the contract and are between us and you, except to the extent you cause the damage or injury. If you require it in the contract, we will agree to provide you with notice of cancellation or non-renewal, or reduction in our insurance coverages below the minimum requirements set forth in the contract within thirty (30) days thereof unless replaced. Renewal certificates of insurance will be provided as close as practicable to the date the applicable policy or policies is/are renewed. For claims-based coverage, Tyler will agree to tail coverage of up to 36 months. Taxes (Proposal Letter template at page marked 1 at PDF p. 12; Special Provisions sec. 3 Applicable Taxes; General Terms and Conditions sec. 3.3(f) Preparation of Offer, sec. 10.5 Price Inclusive of All Applicable Taxes): Unless noted otherwise, the fees quoted by Tyler do not include any taxes, including, without limitation, sales, use or excise tax. All applicable taxes shall be paid by Tyler to the proper authorities and shall be reimbursed by the Client to Tyler. In the event the Client possesses a valid direct-pay permit, the Client will forward such permit to Tyler on the effective date of the contract. In such event, the Client shall be responsible for remitting all applicable taxes to the proper authorities. If tax-exempt, the Client shall provide Tyler with the Client’s tax-exemption certificate. Nonappropriation (Specifications sec. 1.4 Scope of Solicitation; General Terms and Conditions sec. 8.4(b)(2) Execution of Contract): If the Client should not appropriate or otherwise make available funds sufficient to purchase, lease, operate or maintain the products set forth in the contract, the Client may unilaterally terminate the contract upon thirty (30) days’ prior written notice to Tyler. Upon termination, the Client shall remit payment for all products and services delivered to the Client and all expenses incurred by Tyler prior to Tyler’s receipt of the termination notice. The Client will not be entitled to a refund or offset of previously paid license and other fees. Time Being “of the Essence,” Project Schedule (Specifications sec. 1.4 Scope of Solicitation; General Terms and Conditions sec. 10.7 Liquidated Damages, sec. 10.8(a) Delivery, sec. 10.9(b) Notice to Proceed, sec. 10.13 Time Is of the Essence): Tyler does not agree to time being made “of the essence.” Tyler will begin and perform services in accordance with the mutually agreed upon implementation plan schedule. Software implementations are a collaborative process and require the resources and performance of both parties. Accordingly, Tyler does not guarantee compliance with the indicated project schedule but will work with the client during contract negotiations to establish an estimated timeline for project activities. Renewals (Specifications sec. 1.4 Scope of Solicitation): Except as otherwise provided in Tyler’s Proposal: Tyler’s standard contract is designed with an initial term followed by automatic one-year renewal terms, which will continue unless terminated at least 60 days prior to end of the annual renewal term. Annual terms will renew at Tyler’s then-current rates unless otherwise agreed to by the parties. Project Plan (Specifications sec. 1.7(F) Implementation, Project Management, Training and Ongoing Support): Tyler’s Proposal includes a sample project plan. Tyler will deliver the actual project plan upon obtaining further information from the Client. Personnel (Specifications sec. 1.7(F)(6) Implementation, Project Management, Training and Ongoing Support): Tyler will provide information on representative Tyler personnel. We are unable to assign personnel to a project until Tyler is selected and a contract is signed, in an effort to use resources most effectively. Pricing (Specifications sec. 1.7(H) Cost Proposal; General Terms and Conditions sec. 2.5(b),(c) Price Items, sec. 3.3(f) Preparation of Offer, sec. 10.5 Price Inclusive of All Applicable Taxes): Unless expressly indicated otherwise, our Proposal contains estimates of the amount of services and associated expenses needed, based on our understanding of the size and scope of your project. The actual amount of services and expenses depends on such factors as your level of involvement in the project and the speed of knowledge transfer. If required, we will provide a not-to-exceed quote once the scope of services has been finalized. Unless noted otherwise, our services rates do not include travel expenses, which are separately estimated and are payable in accordance with our then-current Business Travel Policy. Unless expressly indicated otherwise, the fees we have quoted do not include any taxes. Venue (Special Provisions sec. 14 Venue; General Terms and Conditions sec. 10.10(c) Disputes): Tyler reserves the right to file a complaint with, or remove any litigation to, a federal court of competent jurisdiction. Liquidated Damages (Special Provisions sec. 16 Liquidated Damages; General Terms and Conditions sec. 10.7 Liquidated Damages): Tyler cannot agree to liquidated damages provisions and does not agree to those provisions in the procurement materials. Tyler is willing to negotiate a mutually agreeable retention amount on services payments. Nondiscrimination (Special Provisions sec. 10 Nondiscrimination in County Contracts, sec. 11.11 Nondiscrimination): Tyler agrees to comply with the applicable disability laws, rules and regulations as they relate to its employment practices and the services being proposed. Tyler will not discriminate against any person employed or applying for employment concerning the performance of our responsibilities under the contract. This discrimination prohibition will apply to all matters of initial employment, tenure, and terms of employment, or otherwise with respect to any matter directly or indirectly relating to employment concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that is unrelated to the individual's ability to perform the duties of a particular job or position, height, weight, marital status, or political affiliation. We will post, where appropriate, all notices related to nondiscrimination as may be required by applicable law. Definitions (General Terms and Conditions sec. 1 Definitions of Terms): The parties’ contract will contain such definitions as are mutually agreeable to the parties and based on the substantive terms of the contract. Access to Facilities (General Terms and Conditions sec. 3.1(c) Competency of Offeror): Access to Tyler’s facilities, if permitted by Tyler, will be restricted or limited for security purposes and to protect Tyler’s proprietary and confidential business information and that of its clients. The decision on such access is wholly within Tyler’s discretion. Laws and Regulations (General Terms and Conditions sec. 3.5, sec. 11.1 Laws to Be Observed, sec. 11.12 Responsibility of Contractor and Tax Clearance, sec. 11.13 Campaign Contributions by State and County Contractors): Tyler reserves the right to review and discuss with the Client specific laws and regulations that the Client wishes to incorporate into the final contract. Tyler, in the performance of services, will comply with all applicable state and federal laws, ordinances, orders, decrees, and regulations. The quoted fees are based, in part, on the cost of compliance with applicable laws existing as of execution of the contract. Should laws applicable to Tyler’s performance under the contract change post-signature, Tyler reserves the right to seek a change order for the additional work, time, and/or cost that may be required to comply with the new law, ordinance, or regulation. Software and Services Warranties; Disclaimer of Other Warranties (General Terms and Conditions sec. 8.3(a) Acceptance of Offer, sec. 10.3 Compliance with Contract Terms, sec. 10.4 Examination of Site, sec. 11.2 Warranty of Title): For as long as the Client has an in-force maintenance or SaaS agreement, as applicable, Tyler warrants that the Tyler software will substantially conform to the functional descriptions of the Tyler software contained in Tyler’s Proposal, or their functional equivalent. Future functionality may be updated, modified, or otherwise enhanced through our maintenance and support services, and the governing functional descriptions for such future functionality will be set forth in our then-current documentation. Tyler warrants that it will perform services in a professional, workmanlike manner, consistent with industry standards. In the event Tyler provides services that do not conform to this warranty, Tyler will re-perform the services at no additional cost to the Client. Tyler disclaims all implied warranties. Tyler does not provide implied warranties, including the implied warranties of merchantability and fitness for a particular purpose, as they are subjective. Tyler does not warrant that it has examined the proposed work site. Tyler provides a comprehensive, objective warranty tied to functional descriptions of the Tyler software. Bonds (General Terms and Conditions sec. 3.4 Offer Guaranty, sec. 5.4(l), sec. 8.5 Contract Bond, sec. 8.6(a), Exhibit D, Exhibit E, Exhibit I, Exhibit J): The RFP makes clear that no bid bond or performance bond is required for this RFP. Tyler takes exception to those portions of the General Terms and Conditions that assume that a bid bond or performance bond was required. Tyler also takes exception to any requirement for a payment bond. Tyler does not issue payment bonds. Dispute Resolution, Breach, Performance (General Terms and Conditions sec. 10.3 Compliance with Contract Terms, sec. 10.10 Disputes, sec. 10.11 Remedies, sec. 12.11 Termination for Default): Tyler’s performance will be consistent with its warranties. In the event a dispute arises, or Client believes Tyler has materially breached the contract, the Client shall follow the mutually agreed to dispute resolution process. Tyler prefers a dispute resolution process that involves mediation before an impartial independent mediator. Tyler will continue performing during a dispute unless the nature of the dispute dictates otherwise; Tyler expects any such obligation to be mutual. Tyler reserves all rights and remedies available to it under applicable law. Tyler is opposed to Client procuring replacement products and/or services at Tyler’s expense. Tyler is opposed to allowing the Client the right to offset or withhold payment and prefers instead to resolve the dispute through the mutually agreed-upon dispute-resolution process. Limitation of Liability/Damages Exclusion (General Terms and Conditions sec. 10.7 Liquidated Damages, sec. 11.7 Indemnification): EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THE CONTRACT, TYLER’S LIABILITY FOR DAMAGES ARISING OUT OF THE CONTRACT, WHETHER BASED ON A THEORY OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO CLIENT’S ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) DURING THE INITIAL TERM, AS SET FORTH IN THE CONTRACT, TOTAL FEES PAID AS OF THE TIME OF THE CLAIM; OR (B) DURING ANY RENEWAL TERM, THE THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT RENEWAL TERM. THE PRICES SET FORTH IN THE CONTRACT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO TYLER’S INDEMNIFICATION OBLIGATIONS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TYLER BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF TYLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Delivery (General Terms and Conditions sec. 10.8 Delivery): The vast majority of delivery is intended to be electronic. In the event of any physical delivery, risk of loss passes to the Client upon delivery. Right of Offset (General Terms and Conditions sec. 10.12 County’s Right of Offset): Tyler is opposed to allowing the Client the right to offset or withhold payment and prefers instead to resolve the dispute through the mutually agreed-upon dispute-resolution process. Indemnification (General Terms and Conditions sec. 11.1(b) Indemnification for Violation of Law, sec. 11.7 Indemnification): Tyler shall defend, indemnify, and hold harmless the Client from and against any and all direct claims, losses, liabilities, damages, costs, and expenses (including reasonable attorney’s fees and costs) from third parties for personal injury or property damage arising from Tyler’s negligence or willful misconduct; or Tyler’s violation of a law applicable to Tyler’s performance under the contract. The Client must notify Tyler promptly in writing of the claim and give Tyler sole control over its defense or settlement. The Client agrees to provide Tyler with reasonable assistance, cooperation, and information in defending the claim at Tyler’s expense. Indemnification on Intellectual Property Infringement (General Terms and Conditions sec. 11.2 Warranty of Title, sec. 11.4 Infringement Indemnification): Tyler will defend, indemnify, and hold harmless the Client from third-party claims that the Tyler software and/or documentation infringes an intellectual property right in accordance with Tyler’s standard contract. Assignment (General Terms and Conditions sec. 11.5 Subcontracting and Assigning, sec. 12.9(a) No Assignment): Neither party may assign the contract without the prior written consent of the other party, except that Tyler may, without the prior written consent of the Client, assign the contract in its entirety to the surviving entity of any merger or consolidation or to any purchaser of substantially all of Tyler’s assets. Audit Rights; Record Retention (General Terms and Conditions sec. 11.10 Record Retention and Right to Audit Records): The Client may audit Tyler’s books and records relating directly to the contract once per year on one-week advance written notice, and at Client’s expense. Unless otherwise agreed, the location of the records will be the Tyler office servicing the contract. The audit will not include access to Tyler’s personnel records, or conditions of employment. Tyler will maintain complete and accurate records of time and expense relating directly to the contract for the greater of five (5) years from their creation or the period required by applicable law. Termination (General Terms and Conditions sec. 12.11 Termination for Default, sec. 12.12 Termination for Convenience): The Client may terminate the contract for cause in the event Tyler fails to cure a material breach according to the terms of the dispute resolution process set forth in Tyler’s standard contract. The Client will make payment to Tyler for all undisputed products, services and expenses delivered or incurred through the effective date of termination. Payment for disputed products, services and expenses, and the Client’s remedies, will be determined through the mutually agreed dispute resolution process. Tyler’s standard practice is not to include a termination for convenience provision in its contracts, given the significant investments made by both parties to the procurement and implementation. Tyler relies instead on its termination provisions for cause, non-appropriation, and/or force majeure. Acceptance (Terms and Conditions sec. 12.11(c) Compensation, sec. 12.12(d) Compensation, sec. 13 Payment): Tyler is willing to negotiate a mutually agreeable acceptance process based on warranted functionality. Payments and Invoicing (General Terms and Conditions sec. 13 Payment): Tyler’s standard payment terms are set forth in the Invoicing and Payment Policy (Exhibit B) to the standard Tyler contract. Payment is due within forty-five (45) days of invoicing. Hawaii County Exceptions Support Hours: Our Standard support hours are currently 7 am to 7 pm central standard time. We are open to discussing options for extending those hours as needed. Additionally, Tyler provides a number of self-guided tutorials and self-help articles and videos in a robust Tyler University library that is available 24/7. Bid Zip RFP #4548/Tyler Technologies, Inc._234206/HI Certificate of Good Standing 2024-03-26.pdf Department of Commerce and Consumer Affairs CERTIFICATE OF GOOD STANDING I, the undersigned Director of Commerce and Consumer Affairs of the State of Hawaii, do hereby certify that TYLER TECHNOLOGIES, INC. incorporated under the laws of Delaware was duly registered to do business in Hawaii as a foreign corporation on 02/28/2005 , and that, as far as the records of this Department reveal, has complied with all of the provisions of the Hawaii Business Corporation Act, regulating foreign profit corporations. IN WITNESS WHEREOF, I have hereunto set my hand and affixed the seal of the Department of Commerce and Consumer Affairs, at Honolulu, Hawaii. Dated: March 26, 2024 Director of Commerce and Consumer Affairs To check the authenticity of this certificate, please visit: http://hbe.ehawaii.gov/documents/ authenticate.html Authentication Code: 494873-COGS_PDF-33691F1