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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.