Bid Zip RFP #4548 - Laserfiche WebLink

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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