4-2026-097 RFP SOW.pdf

STATEMENT OF WORK — Cross System Monitoring and Auditing

Attachment A

REQUEST FOR PROPOSAL

STATEMENT OF WORK

Cross System Monitoring and Auditing

1. Purpose and Background This Statement of Work (SOW) establishes the scope, requirements, and evaluation criteria for a Request for Proposal (RFP) to procure a system capable of monitoring and audition policies, controls and procedures (Court PCP) across multiple systems, users and applications. The selected platform will serve as the organization for delivering audit, evidence and alerting on various Court policies, controls and procedures execution and missteps.

The platform sought will offer comprehensive document conversion from policies, procedures and controls into sequenced steps for monitoring, alerting and reporting. It should offer comprehensive systems and application coverage as well as the ability to monitor and audit actions sequence occurring over multiple users, systems and applications.

Respondents to the RFP must provide evidence of exact solution proposed implemented with at least 2 customers, preferably similar to the Court’s size and scope.

1.1 Background

The Court employs over 5000 staff and over 11,000 endpoints, 100’s of applications and uses thousands of policies and procedures documents A centralized audit is required to ensure Court policies, controls and procedures (Court PCPs) are followed and executed as intended.

1.2 Objectives

• Follow Court PCP steps across systems, users and applications

• Provide clear evidence of Court PCP steps execution in the sequence.

• Allow for Court PCP violations investigations

• Ability to convert Court PCP document into an auditable package with limited effort by Court personnel

• Cover all applications in use and involved in Court PCPs, at times with no standardized logs, and

APIs available for ingestion

• Scale and flexibility adding new applications and Court PCPs in short order

• Heavy use of AI and automation to shorten or eliminate manual configuration and tasks.

2. Scope of Work The selected vendor shall deliver a fully operational System meeting all requirements specified herein.

The scope encompasses platform licensing, integration services, onboarding, ongoing support, and administration capabilities.

2.1 Platform Capabilities

2.1.1 Application and user action recognition

• System will be able to discover and inventory different applications in use in the Court environment (Web applications and Client/Server applications) and group those applications based on their function (e.g. case management system, communication and collaboration systems, document management systems, etc.) with limited manual configuration

• System will be able to discern type of user activities in applications (e.g. read, edit, delete, etc).

• System will be able to indicate the user and computer the activity is taking place on.

2.1.2 Document Conversion

• System will be able to ingest a Court PCP document and convert it to a multi-step process with a sequence of action across systems without a clear definition from system administrators.

• System will be able to record user actions to create a trackable procedure

• System will allow administrators to make changes to steps, sequence, importance or priority.

2.1.3 Linked activities

• System will be able to link activities across systems, applications and users relating to a single key record or a converted Court PCP step.

• System will be able to identify activity on all applications used without prior manual configuration using the discovery process.

• System will be able to analyze activities linked to a converted Court PCP and determine if a PCP was completed successfully as prescribed or violated it and provide a brief analysis description of the entire event.

2.1.4 Search, Reporting and Alerting

• System will be able to alert users on Court PCP violations and provide evidence of the violation.

• System will be able to provide search capabilities and various reports about system performance, Court PCP status and trends (by user, PCP, activity type, etc.)

2.1.5 Audit

• System will be able to run audit cycles in which certain PCPs are grouped, population sampling takes place based on administrator definitions and a report of finding is compiled.

2.2 Administration and Management

2.2.1 User Management

• Centralized user provisioning and deprovisioning via SCIM 2.0 and/or Entra ID group membership provisioning

• Single Sign-On (SSO) via SAML 2.0 and OIDC (Azure AD required)

• Role-based access control with configurable administrator, analyst, HR, and legal roles

2.3 Performance

• System will have little to no impact on performance of applications integrated or endpoint where agent is installed.

• System local agents should not exceed 8% of CPU, 5% of memory and 10% of storage.

2.4 Integrations or Application Supported

The vendor must support, or provide a defined roadmap for, integration with the following systems:

System Category Examples Integration Type Required

Identity & SSO Azure AD SAML 2.0, OIDC, SCIM 2.0

Communication Microsoft Teams, Outlook, etc. Alerting, Report Delivery

Business Applications CMS, SAP, etc. Activity

Productivity Applications Adobe, Docusign, etc. Activity

AI Infrastructure Court AI Inferring Environment On-Prem usage of Court AI infra

3. Implementation and Onboarding The vendor shall provide a structured implementation program to ensure successful deployment within the timelines specified herein. The implementation must include all activities required to bring the platform to full operational status.

3.1 Implementation Timeline

The following milestone schedule is required. Vendor responses must confirm adherence or propose an alternative schedule with written justification:

# Milestone Target Date Deliverable

1 Contract Execution Week 0 Signed agreement

2 Kickoff and Discovery Week 1 Project plan, stakeholder alignment

3 SSO and SCIM Integration Week 2 Validated SSO and provisioning

4 Platform Configuration Week 2-3 Org structure, roles, branding applied, pilot agents rolled out

6 Full Rollout Week 4-8 All users provisioned and active, all agents and integration completed

7 Reporting & Analytics Live Week 9-10 Dashboards configured; training delivered

3.2 Onboarding Services

The vendor shall provide the following onboarding services as part of the contract:

• Dedicated Implementation Project Manager for the duration of the onboarding period

• Technical integration support for SSO and SCIM connections

• Administrator training (live sessions and recorded materials) covering platform configuration, user management, and reporting

• Platform Users Training

• Post-launch success review at 30 and 90 days with usage and engagement analysis

3.3 Change Management

Vendor must provide resources and guidance to support internal change management, including adoption playbooks, best-practice documentation for driving engagement, and access to a customer community or peer network of similar enterprise clients.

4. Service Level Requirements

4.1 Platform Availability (If Not Fully Hosted on The Court’s Infrastructure)

• Guaranteed uptime of 99.9% or greater, measured monthly, excluding scheduled maintenance

• Scheduled maintenance windows must occur outside business hours (9 PM – 6 AM ET) with a minimum of 72 hours advance notice

• Emergency maintenance may occur with 1 hour notice; vendor must provide real-time status communication via a public status page

4.2 Support

Issue Severity Definition Initial Response SLA Resolution SLA

P1 — Critical Platform down or unusable for majority of users

1 hour 4 hours

P2 — High Major feature unavailable; significant impact

2 business hours 1 business day

P3 — Medium Degraded performance;

workaround available

4 business hours 3 business days

P4 — Low General inquiries, cosmetic issues

1 business day 10 business days

4.4 Customer Success

• Dedicated Customer Success Manager (CSM) assigned to the account for the contract term

• Minimum quarterly business reviews (QBRs) with usage analytics, content recommendations, and product roadmap updates

• Access to a named technical support engineer for escalations

5. Security and Compliance Requirements

5.1 Data Security

• All data in transit must be encrypted using TLS 1.2 or higher

• All data at rest must be encrypted using AES-256 or equivalent

• Vendor must maintain a formal vulnerability management program with defined patch SLAs

5.2 Compliance Certifications

The vendor must be able to receive, hold and maintain the following certifications if solution is not hosted on-prem at the Court’s environment. Certificates or audit reports must be provided upon request:

• SOC 2 Type II (Security, Availability, Confidentiality trust service criteria)

5.3 Data Privacy and Ownership

• Deployment of data store must be on customer’s infrastructure

• The organization retains full ownership of all user data, and analytics generated on the platform

• Vendor may not use client user data for training AI models or for any purpose other than service delivery without explicit written consent

• Upon contract termination, vendor must provide a full data export in a standard, machine-readable format (JSON, CSV, or xAPI) within 30 days and permanently delete all client data within 60 days

• Vendor must maintain a documented data retention and deletion policy

5.4 Access Control

• Audit logs of all administrator actions must be retained for a minimum of 12 months and be accessible via the admin console

• Role-based access controls must support principle of least privilege across all administrative functions

6. Commercial and Pricing Requirements

6.1 Pricing Model

Vendors must provide detailed pricing for the following scenario:

6000 users, 11,000 endpoints, up to 1000 Court PCP, up to 750 applications (Main business applications up to 50, various productivity tools and web services up to 700)

6.2 Pricing Requirements

• Annual and multi-year pricing must be provided; discounts for multi-year commitment should be disclosed

• No consumption-based surcharges

• Professional services for implementation (if charged separately) must be quoted as a fixed fee, not time-and-materials

• Price escalation for renewal years must be capped at CPI rate annually

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