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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,