Bid Zip RFP #4548 - Laserfiche WebLink

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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