5-[Document Management Services] BPM004656 Solicitation Attachment 10 - Method of Approach_Konica Minolta.docx

Method of Approach

Solicitation No. BPM004656

Document Management Services Arizona Department of Administration State Procurement Office 100 N 15th Avenue Phoenix, AZ 85007

The Offeror shall provide a narrative response to each question that demonstrates their understanding of the Scope of Work requirements and describes your company’s overall method of approach for providing the service stated in this solicitation. If there is a question that is not applicable to the services required by the Scope of Work, you may mark it N/A.

Question 1: Executive Summary

In the Executive Summary, the Offeror must condense and highlight the contents of their proposal in such a way as to provide the State with a broad understanding of the proposal in no more than five (5) pages. Offerors must provide a concise summary of the proposed products to be utilized in the performance of the project and any proposed services, and how these proposed products and services address the requirements presented in the RFP.

Offerors must present a summary of their planned approach, their past successful public sector assignments that mirror the Scope of Work, and highlight the relevant public sector experience and previous projects worked jointly by all proposed key personnel included in the proposal.

Offeror Response:

We are excited for the opportunity to present to you our proposal for Document Management Services. You will find our teams of experienced industry professionals are aligned and dedicated to executing and implementing your Document Management project. One of the many elements that make us unique from other providers is the ability to listen to our client’s requirements, act on them and offer innovative solutions and options. We are committed to add value throughout your organization.

Based on our 26+ years’ experience serving government and state entities, Konica Minolta focuses on helping organizations similar to the State of Arizona eligible agencies and Co-Op buyers with Document Management, Digital Records Retention Management, Historical Paper and Microfilm/fiche digitization, Data Capture, e-forms, workflow automation and Line of Business application integrations.

We are proud to present the award-winning Square 9 Global Search, a responsive, fully scalable Document Management solution combined with our unparalleled implementation, training and support services to meet the State of Arizona’s stated short- and long-term objectives for Document Imaging and Management with the expected outcomes outlined below:

In the event that material changes occur in your environment, or additional key information is missing from this analysis, these recommendations should be re-examined.

The State of Arizona eligible agencies and Co-Op buyers will find great value in converting the current paper files to electronic images as it will allow for easy access of records from each project, greater accountability, and an electronic backup and disaster recovery model to safeguard against possible damages or loss of the physical records. Additional options available to the State of Arizona will provide the ability to add records along with notes or connotations to existing documents, while limiting the necessity of accessing the full physical file when fulfilling outside review or audit requests.

The State of Arizona’s implementation of document imaging scanning services will result in enhanced operational efficiencies, seamless and consistent support, and realized continuous improvements to reduce costs across your organization.

Our proposal addresses all of the above key findings, objectives and recommendations in providing the State of Arizona eligible agencies and Co-Op buyers’ document imaging scanning services that include barcode indexing along with the intelligent classification of your documents. Based upon your Scope of Work we understand the following to be your key objectives:

In the event that material changes occur in your environment, or additional key information is missing from this analysis, these recommendations may no longer apply and should be re-examined.

The State of Arizona will find great value in converting the current paper files to electronic images as it will allow for easy access of records from each project, greater accountability, and an electronic backup and disaster recovery model to safeguard against possible damages or loss of the physical records. Additional options available to the State of Arizona eligible agencies and Co-Op buyers will provide the ability to add records along with notes or connotations to existing documents, while limiting the necessity of accessing the full physical file when fulfilling outside review or audit requests.

The State of Arizona’s implementation of document imaging scanning services will result in enhanced operational efficiencies, seamless and consistent support, and realized continuous improvements to reduce costs across your organization.

Question 2: Overall Method of Approach

A. Please explain in detail how you would manage the requirements specified in the solicitation, in Section 3.0 Scope of Services (3.1 Part One and 3.2 Part Two, as applicable).

B. Please describe how you consult with the customer on their proposed job, including the types of questions you ask to best understand the project, the suggestions you may make to help the customer obtain the proper outcome at the most effective cost, etc. Provide a blank Job Plan template for review, to demonstrate your firm’s understanding of the requirements of a Job Plan that shall be presented to each customer for requested service.

C. Describe how you work with a Customer for an on-site imaging job. Topics should include, but not limited to: movement of equipment, power required, space required, security on site, job force background checks and supervision, minimizing impact on customer operations, meeting customer’s special security requirements, etc.

D. Describe how your firm manages and controls the customer’s documents from pickup at the customer site through the return of the documents to the customer. Include an explanation of any additional measures your organization takes which demonstrates your commitment to the safety and security of the customer records.

E. Describe the flow of the documents through the imaging process and how you ensure that all records are processed, controlled and securely stored while in your possession. This would include description of any tracking software you use. Also, describe how you would comply with a request from the Customer regarding the temporary return of individual record/files.

F. Describe how your firm prepares (and restores) source documents submitted for imaging. Address full range, from simple, uniform files to mixed jobs with small documents, pencil marks, fragile documents, hard to read originals, etc.

G. If there are post-it notes on the document to be scanned, how would you handle this situation?

H. Describe your firm’s procedures for capturing the best possible image for the customer and communication any special actions taken.

I. Provide a template of a standard progress report for an imaging job that will be provided to a customer when requested J. Describe the different processes you use to index documents. Explain when you would use each and describe the measures you take to provide the customer with the most cost effective approach.

K. In relation to document imaging services, list and describe each media output method your firm can provide to customers (i.e. CD, secure file transfer protocol [SFTP], etc.

L. In accordance with section 3.2 Part Two under section 3.0 Scope of Services of the Scope of Work, can you please describe how your proposed document management solution will create, store, retrieve/find, share, secure, manage, archive and dispose of the information contained within the solution?

M. How does your proposed system capture and index documents from remote users through either a web-based connection or a disconnected method? Does your system have mobile capability?

N. Can the system integrate with other devices (e.g. multi-function printers) and email clients for getting documents onto the system?

O. How does your proposed solution handle duplication of records within the system?

P. How many APIs are available for your proposed solution and/or what IT platforms or enterprise solutions/operating systems does the solution integrate with? Please list them. Are they included in the price of the solution or at an additional cost?

Q. How scalable is your solution? Do you have multi-tenancy options?

R. Can users write notes, redaction, highlights or other such changes to documents on the system?

S. Please describe your implementation processes and procedures.

T. Wherever applicable, please describe your licensing model. For example, is it a subscription license or perpetual license?

U. Do you have any community type licensing model?

Offeror Response:

Upon the initiation of a project, a Project Initiation Meeting is scheduled between the customer and Konica Minolta. The Project Initiation Meeting will include Processing Center and customer key project team members.

The agenda for this meeting includes evaluating project requirements, determining project timelines, confirming responsibilities of key individuals, establishing designated customer contacts, discussing quality assurance procedures and outlining delivery and pickup schedules.

Additionally, overall document preparation and indexing requirements will be discussed.

A resulting project specification document will be created documenting project requirements. This document will include detailed steps related to document pickup and delivery, document preparation activities, including specific knowledge/decision making requirements, indexing, scanning, output, delivery of metadata and digital images, and final box disposition.

The Processing Center staff and the customer will work through an iterative process to fine-tune the project specifications until it accurately reflects the procedures required to properly transform the paper documents to digital format.

Job Plan Konica Minolta has provided a blank Job Plan template as a separate supplement document. Please see attached “Attachment 10 - Supplement_Job Plan Template_Konica Minolta (#1 of 2)”.

Document Pickup and Delivery Konica Minolta understands the importance of maintaining an iron-clad chain-of-custody with respect to the customer’s records.

Konica Minolta can provide full service, including packaging, manifesting, and shipping documents. Alternatively, customers can perform these tasks with clear guidance and tools provided by Konica Minolta. Boxes will be delivered to the Processing Center for processing. A receipt for delivery and pickup will be signed by both a Processing Center and customer authorized contact.

Konica Minolta recommends the use of manifests to support the chain-of-custody as well as document requests throughout the capture process. Konica Minolta provides tools that will support either a detailed or summary manifesting process.

The boxes will be logged in a tracking system when unloaded at Konica Minolta’s facility and physically “checked off” on the courier form to ensure receipt. The contents of the box will be reconciled against the enclosed manifest during processing. If there are any anomalies in either the courier form or the manifest, the responsible customer representative will be contacted immediately to correct or reconcile the issue.

Each stage of the transformation from paper to digital format is tracked and managed through a combination of project management tools and Operations personnel and management. Boxes are systematically labeled to track their status and the next step in the process. The tracking system is constantly updated to provide an audit trail and record the flow and status of the documents.

To ensure the project is delivered on time, a project plan and timeline will be created and maintained. The project plan and timeline will become the reporting mechanism for regularly scheduled project status reports and meetings.

Document Preparation Document preparation includes creation and application of bar-code break sheets, staple removal, document separation, organization, taping of torn documents and photocopying of poor originals, if necessary.

The document preparation staff will apply a break (cover) sheet to each document as required for each project. The bar-coded sheets provide an automated method of populating the index fields during document scanning. The cover sheet can also be manually populated with index values. In the past, Konica Minolta has been able to use a combination of automated bar code indexing and manual document index identification for various projects.

Often it is determined that Konica Minolta can receive electronic files from customers with metadata associated with the documents to be scanned. In these cases, the majority of metadata is provided in electronic form by the customer and Konica Minolta produces barcode slip sheets with this metadata.

This process provides two benefits: (1) It provides 100 percent accuracy on document indexing and; (2) It provides a tool for identifying any missing files or files for which there is no associated data. Any exceptions identified are brought to the attention of the customer’s team member responsible for the project for reconciliation and correction. This process is finalized during the project kick off meeting.

In the event that large format items are included in a project (e.g., blueprints, design drawings, etc., which exceed 11”X17”), Konica Minolta is uniquely qualified to capture these documents and integrate the items in the same order in which they were found in the source document of folder. Some vendors scan these items as separate documents, while other vendors group all large format items at the end of a document. Either option creates chaos as pages of content are delivered in an out-of-order sequence.

Konica Minolta utilizes internally developed processes and software to guarantee large format items are captured in the original file order within the collection. After completion of the document preparation, the boxes are moved to the scanning area.

Scan, Index and Verify Quality is implemented throughout every stage of the document conversion process. Each project is examined on the front-end and configured to the specifications that will ensure the best quality image. The scan process incorporates personnel skills, technology configuration and a consistent process. Scan operators have years of experience and are skilled with hand-eye coordination, to view every image as it is scanned, while also ensuring it is fed through the scanning equipment properly. The equipment is configured to detect double feeds, preventing “piggy-backs”. The equipment goes through periodic maintenance processes throughout the day, including cleaning and calibration, to ensure optimal performance.

Each scan operator is trained on the specifications of each project and the expected end-results. The scan operator reviews each image. If the image is difficult to read, a visual inspection is conducted using the source document and adjustments are made to the scanning software to produce a quality scanned image. If automated indexing is performed (through barcodes) during the scanning process, the scan operator verifies and validates upon scan the appropriate values are being populated.

Upon completion of scanning, the project will enter the manual indexing stage, if required. Konica Minolta will manually index documents; double keying any key fields as designated by the customer and will enter additional indexes as defined in the project. Double blind key indexing is a process whereby an index is entered a second time by a separate operator to validate accuracy. This process assures 99.95 percent accuracy, at the character level, of the indexing. The use of the barcode cover sheets provides significant savings and an even higher level of quality.

Konica Minolta can provide automatic indexing using external database sources utilizing a match and merge process. This process provides additional indexing for minimal cost, will produce high quality indexing results, and will provide additional search criteria for the end user retrieval application.

Konica Minolta has the capability to perform verification checks against data sources provided by the customer to ensure 100 percent accuracy of key fields.

Indexing of each of all content types is determined at the onset of the project. Manual, zonal OCR and blind key verification, along with the use of bar codes when feasible are employed for the highest level of quality available. The indexing operator and QA staff will verify and validate that the appropriate values are being populated.

Once the indexing has been reviewed and determined to be accurate, the project is transitioned to the post-processing step.

Post-Processing Images are post-processed in order to de-skew and remove black borders. Konica Minolta can optionally remove other predictable defects, such as hole-punches.

Once the post-processing has been completed, the project is transitioned to the Quality Assurance process for final review and verification.

Progress Report Template Konica Minolta has also provided the below template as a separate supplement document. Please see attached “Attachment 10 - Supplement_Progress Report Template_Konica Minolta (#2 of 2)”.

PROJECT SUMMARY

REPORTING PERIOD:

CLIENT:

PROJECT:

PREPARED BY:

STATUS SUMMARY

SCOPE

SCHEDULE

BUDGET

ISSUES

RISKS

WEEK’S SUMMARY

PROJECT OVERVIEW

Boxes

Documents

Pages

Calculated Imaging Cost

White-Glove Pack & Ship

Destruction

Total Cost

Data Encryption Data Encryption - There are three different levels of encryption available for GlobalSearch C2 administrators to consider. This includes the encryption of documents at rest, encryption of data at rest and the encryption of data in transit.

At Rest Document Encryption - At rest encryption of any documents stored in a GlobalSearch C2 repository is a standard security practice. At rest encryption of your documents leverages strong multi factor encryption which uses a unique key. Server-side encryption leverages the strongest block ciphers available, 256-bit Advanced Encryption Standard (AES-256 to protect your documents).

At Rest Encryption of Data - At rest encryption of your SQL data is an option available to customers who wish to utilize sensitive information as index values for retrieving documents through stored searches.

Examples of sensitive information include Personally Identifiable Information which could be used to identify an individual such as a social security number or date of birth. At rest encryption of your SQL data is achieved using Microsoft Transparent Data Encryption (TDE) which performs real time I/O encryption and decryption of your data and log files. As a specialized service, the use of database encryption through TDE is available only as an optional feature for GlobalSearch C2.

In Transit Encryption - Finally, encryption of your information in transit is managed through the use of the Secure Socket Layer (SSL) protocol which utilizes security certificates to establish a secure connection between the web server and the browser.

Media Output Konica Minolta will optionally provide an ANSI standard Archival CD Copy of your data and will store it at our facility, in compliance with disaster recovery standards. CDs are used for archival masters because the ANSI standard guarantees backwards compatibility with readers.

Mobile Capability Software from Square9 Softworks gives your employees the ability to securely access, manage, and share important files even when they can't be in the office. With our ECM solution global search cloud, your employees will spend less time searching for documents and more time working on the task at hand.

System Integration The system can integrate with MFPs and email.

Duplication of Records Workflow may be configured to identify duplicate index info.

Implementation/ Deployment The Konica Minolta ECM Implementation Process begins with a ‘soft’ project launch of the Business and Technical Assessments and is completed after Go-Live. The basic course of events for the implementation of a typical ECM solution is as follows:

1. ‘Soft’ Project Launch [Konica Minolta IIM]

a. Business Assessment

b. Technical Assessment

c. High-Level Project Plan Development

2. Software Installation [Konica Minolta IIM and the State of Arizona’s’ IT Representative]

3. Formal Project Launch [Konica Minolta IIM and the State of Arizona’s Project Team]

a. Kickoff Meeting including review of Project Roadmap

4. Solution Development – Lean Methodology. Completed for, but not limited to, each of the following ECM elements: Taxonomy, Integration and Capture, Retrieval, Workflow, and Security.

a. Requirement Identification and Documentation [Konica Minolta IIM and the State of Arizona’s Project Team]

b. Requirement Review [Konica Minolta IIM and the State of Arizona’s Project Team]

c. Configuration [Konica Minolta IIM]

d. Configuration Review [Konica Minolta ECM and the State of Arizona’s Project Team]

5. End-to-End System Testing [Konica Minolta IIM]

6. Solution Documentation Development [Konica Minolta IIM]

7. Training: Train-the-Trainer [Konica Minolta ECM and the State of Arizona’s designated trainer]

8. User Acceptance Testing (UAT) [The State of Arizona’s Project Team]

9. Change Order Process [Konica Minolta ECM and the State of Arizona]

10. ECM Solution Acceptance [State of Arizona]

11. Cutover to Production Environment [Konica Minolta ECM and the State of Arizona’s IT Representative]

12. ECM Solution Go-Live

13. Post Go-Live Support

API

Calls available through Square 9’s API include authentication, licensing, database access, searching, document actions and many other functions to improve the way you do business operations. With the release, new functionality has been added to the REST API library, allowing integrators to form calls for moving, copying and deleting records in GlobalSearch to create a variety of user-specific system operations including document indexing, storage and retrieval functions. This, in return, allows for the seamless transfer of data between GlobalSearch and any internal line of business applications to save time and eliminate bottlenecks. GlobalSearch® is a next-generation document management software that runs on the Microsoft .NET platform. It is fully supported in both virtual or physical environments and runs on Windows Professional and Server Operating systems. GlobalSearch uses Microsoft SQL for its database backend and IIS (Internet Information Services) to communicate to its clients. APIs are included as part of the Square9 pricing model.

Additional System Information Square 9 provides single-tenancy. In addition, users can write notes, redaction, highlights or other such changes to documents on the system.

Licensing Licensing is available as Subscription or Software as a Service (SaaS). Community licensing is offered with GlobalSearch.

In addition, Konica Minolta has provided a State of Arizona Business License as part of our response documents.

Question 3: Customer Service A. How do you evaluate customer satisfaction? Please describe your quality of service metrics in detail.

B. What is your help desk availability? Do you offer a toll-free customer service number? Please provide the phone number, days of the week and hours of service, and the average hold time during peak hours.

C. Please state your escalation procedure.

D. How are support issues logged? Is there an issue status report?

E. What is the average response time for responding to a customer’s question, price quote request or complaint?

F. What systems or software do you utilize to manage accounts?

G. How do you make changes to your services based on the feedback you receive, and how often?

Offeror Response:

An annual Customer Satisfaction Survey is deployed to gain an understanding of our clients' overall satisfaction with eight high level client touch points: Overall Experience, Sales Experience, Products and Solutions, Billing Experience, Ordering and Delivery, Installation and Deployment, Customer Care & Digital Solutions Centers, and Service and Support. Results are shared throughout the organization and strategies are developed for improvement areas. Short Transactional Surveys, triggered by key touch point events, are used to achieve a deeper understanding of what aspect of the experience left our client satisfied or possibly dissatisfied. Actionable client feedback is shared with the appropriate operational groups to ensure continual improvements for a frictionless experience.

Additionally, our clients have the option to provide feedback on the quality of each transaction via a telephone based survey application. The survey application provides the ability to score the interaction with the Konica Minolta agent as well as provide feedback via a voicemail component embedded in the survey application. For calls routed to our Customer Care Center for online assistance, clients are offered feedback opportunities via an online survey.

All in all, Konica Minolta strives to provide a frictionless environment focused on relevance and reliability - and to deliver value during every client interaction. Client feedback is gathered from multiple sources and, based on the context; feedback is routed to the appropriate resources. These performance standards are monitored and measured to develop strategies for continual improvement.

There are three different ways to Contact the KM Software Support:

• Main Phone Support Line: 1-800-362-8772 (Option #1) 8:00AM – 8:00PM East, Mon-Fri

• Email Support Address: iim.support@kmbs.konicaminolta.us

• Open a case through the new MyKMBS Customer Portal.

Response Timeframes Response time is determined only after the problem has been properly received through Konica Minolta’s error reporting procedure and categorized into one of three levels

· Respond to Severity 1 issues within one (1) working hour.

· Respond to Severity 2 issues within four (4) working hours and use best efforts to restore.

· Respond to Severity 3 issues within the working day, will provide fixes within a reasonable time and will inform the State of Arizona eligible agencies and Co-Op buyers when fixes will be provided.

Issue Prioritization Support calls are prioritized on two criteria:

· The severity of the issue against other client software solutions in production.

· The order in which they are received. Customer emergencies always take precedence over non- emergencies.

Ticket Creation/ Log Several options exist to contact the support team and create a ticket. Ticket creation is automated when a voicemail is left at our Support number, just the same as when an email is sent to support@square-9.com, or when the Support Ticket Creation Form is filled out. Once received, our case management system will automatically timestamp and assign your case a number. No matter how you choose to submit your case, it will be triaged in the same way, so you can be confident your place in the queue will not be impacted by how you initiate a support ticket.

For cases that originate from email or form, an automated email response will be sent back advising of your case number. The email subject will also include a unique reference ID in the subject that is used to associate any future correspondence to your case. It is important that all correspondence with our Support team be funneled through this thread to ensure it is appropriately tracked and responses are timely. Please be advised, emails that do not contain the proper subject, or are sent to addresses other than support@square-9.com will not be subject to the standard service levels. Any tickets created outside of normal business hours will be handled the next business day.

In addition, Konica Minolta will utilize the following systems to manage client accounts: SAP, SAP Financials, CRM, etc.

Question 4: Quality Control A. How do you measure the quality of the Document Management services you provide?

B. Describe your firm’s quality control procedures throughout the different phases of a document imaging project. Also, describe the different levels of quality control/quality assurance you provide to your customers.

C. Describe the accuracy of your firm’s imaging process. What is your firm’s accuracy rate? How is that rate calculated? How often does your firm assess the accuracy of your output?

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D. Please describe the quality control process for your document management solution.

E. What is your fault rectification procedure?

F. What is your disaster recovery plan? Please also provide details regarding the below items and include timeframes for recovery:

a. Method for providing disaster recovery for both physical (e.g. paper source materials) and electronic data.

b. Method for providing disaster recovery in situations where your own business continuity may be compromised. That is, how can Customers access their data if your business operations are not functioning?

Offeror Response:

Konica Minolta is committed to providing high-quality products, solutions and services and continuously develops quality improvement procedures to ensure continued excellence for our clients.

Our corporate governance system and quality management system contribute to sustainable corporate growth, providing value to society and increased client satisfaction. Accreditation standards include:

ISO 9001 Quality Management ISO 14001 Environmental Management ISO 14024 Product Environmental Standard ISO 20000 IT Service Management ISO 26000 Social Responsibility ISO 27001 Information Security Management Common Criteria and ISO 15408 Product Safety Standard Contractors Health and Safety Assessment Scheme (CHAS)

Quality Assurance – Blank page detection An internally developed, manual-assisted automated Blank Page Eradicator (BPE) technology is utilized to identify true blank pages for deletion, ensuring blank pages are eliminated from the collection and pages that actually contain content are not arbitrarily deleted. Other BPO processors rely on file size thresholds to delete suspected blanks. The threshold is typically 2,500 bytes. Konica Minolta has found signature pages as small as 850 bytes. By deploying our proprietary BPE process, we ensure our customers never lose vital data due to arbitrary criteria.

Konica Minolta executes a proprietary quality assurance process, developed internally by Konica Minolta technical staff. This process will run against the production data prior to image delivery. The purpose of the quality assurance step is to ensure there is an image for every database entry. Likewise, this step will verify there is a database entry for every image. Furthermore, this process will electronically open every image in the delivery to ensure (1) the image can be opened and (2) the image is not corrupt.

Finally, this quality assurance process will check for embedded break sheets validating there are no “piggy-back” documents in the queue prior to image publication and delivery. A piggy-back condition is created when a break sheet is not properly identified by the scanner and one document becomes the end of the prior document, making that document irretrievable by end-users. Most vendors do not have a means to identify and eliminate this condition. A page-by-page review is conducted by a QA operator. The operator is able to rescan poor images during this final step. Once quality assurance tasks are completed, the batch is staged for output and delivery.

Output and Data Delivery After quality assurance is completed, images will be delivered to the specifications defined by the customer in conjunction with Konica Minolta. Any exceptions reported during transmission will be identified, reconciled and either corrected or reported to the appropriate customer representative for resolution. A designated representative will receive notification emails and electronic deliveries are completed. Optionally, they can get confirmation of a successful load into their document retrieval software. This requires that the software supports auto-notifications.

The customer will then carry out any designated internal quality assurance within thirty (30) calendar days. Upon completion of any customer designated internal quality assurance, the customer will either certify the work as conforming to quality standards agreed to at the inception of the project, or report any problems found during the internal quality assurance process. If Konica Minolta is not notified of acceptability of the work delivered, the work delivered will be deemed “accepted” after thirty (30) calendar days.

Accuracy Upon completion of scanning, the project will enter the manual indexing stage, if required. Konica Minolta will manually index documents; double keying any key fields as designated by the customer and will enter additional indexes as defined in the project. Double blind key indexing is a process whereby an index is entered a second time by a separate operator to validate accuracy. This process assures 99.95 percent accuracy, at the character level, of the indexing. The use of the barcode cover sheets provides significant savings and an even higher level of quality. In addition, Konica Minolta has the capability to perform verification checks against data sources provided by the customer to ensure 100 percent accuracy of key fields.

Post Delivery Data Purge All customer data is purged from Konica Minolta servers 60-days following the successful delivery of digitized content. As a result, it is imperative that any delivery issues be addressed prior to the data purge.

Exception Process/Issue Resolution In the event of exceptions, the Konica Minolta Project Manager will contact the customer’s Project Manager and determine a mutually agreeable means to overcome the exception. Any process change stemming from an exception process will be documented via email with a request for confirmation from the customer’s Project Manager. Any changes will be added to the customer’s processing manual to ensure consistency through the project and, in many cases, supported by a signed Change Control.

Disaster/Recovery Plan In the event of a disaster, data recovery becomes paramount in re-establishing business operations. Konica Minolta will optionally provide an ANSI standard Archival CD Copy of your data and will store it at our facility, in compliance with disaster recovery standards. CDs are used for archival masters because the ANSI standard guarantees backwards compatibility with readers. This standard does not exist for DVDs, making them subject to obsolescence over time.

Square9 offers multiple service classes for the cloud that commit to uptime ranging from 99% to 99.9% uptime.

Question 5: Maintenance and updates A. If applicable, what types of document imaging services have you added in the past three years and will add in the next three years?

B. How often is your document management system down for maintenance?

C. How often do you perform system upgrades?

D. What is your procedure for informing users of unplanned and planned maintenance?

E. If applicable, what new developments do you envision with your document management solution over the next five years?

Offeror Response:

While we have no recent or planned Document Imaging Services acquisitions, as an industry leader, we regularly explore opportunities in expanding upon our extensive IIM portfolio of products and services. Strategically acquiring new business entities to complement our existing competencies has enabled us to offer innovative and advanced solutions and services that support the future growth and optimization of organizations like yours.

It is generally recommended that at least 1 hour of downtime is scheduled, though your actual completion time may vary. Time varies widely from system to system, and it will depend on factors such as database size, number of records, and the speeds of the new and old server.

The maintenance portion of your contract covers access to upgrades and new versions of products you own. For example, if your current production install is version 4.5, when Square9 releases version 4.6 or 5.0, provided your contract is active, you will be provided access to the upgrade media.

On average, Square9 has two to three upgrades per year. We recommend upgrading at least once per year or where necessary based on fixes and new functionality contained in each release.

As the need for maintenance is identified, you will be notified by the Professional Services team immediately.

Square9 is committed to offering a complete portfolio of solutions for digital transformation now and in the near future. Our innovative approach includes 2 major product releases a year with multiple enhancements per year.

Question 6: Reporting A. In relation to document imaging, please provide a template of a standard progress report for a document imaging job that will be provided to a customer when requested.

B. In relation to your document management solution, what standard reporting options do you offer? Is there any additional cost?

C. Is it possible to configure reporting to meet the Customer’s needs? If so, please describe in detail.

D. What other software or applications can read your report types?

E. Are the reports stored, and if so where?

F. Are the reports easily accessible and for how long?

G. Please describe your audit tracking reports, including how users can compare reports against each other to determine which action plan to take.

Offeror Response:

The State of Arizona eligible agencies and Co-Op buyers may request the following reports:

Reporting Dashboards Our standard reporting tools give organizations like yours immediate visibility into their workflow processes as well as system and business health.

With Reporting Dashboards, users can create and share dashboards— highlighting business data most important to them—without the need to engage IT resources. Dashboards present data in a variety of graphical formats including charts, graphs, scorecards, maps and more. Interactive features then allow users to easily monitor performance and analyze trends in real-time. Dashboards can be accessed from the Desktop Client and Web Clients, in addition to standard web browsers, including mobile browsers, providing greater accessibility. Quickly view and interpret relevant data and make proactive business decisions with Reporting Dashboards.

Here are examples of the type of data that you can report on specific to the Workflow:

Progress Report Template Konica Minolta has provided the standard Progress Report template as a separate supplement document. Please see attached “Attachment 10 - Supplement_Progress Report Template_Konica Minolta (#2 of 2)”.

Custom Reports Our reporting dashboards also provide the ability to create custom reports. These customer reports require knowledge of how to write a SQL statement and familiarity with the schema of the database. Additionally, many clients use Crystal Reports to meet their client reporting capabilities. Konica Minolta’s partners will provide the database schema as well as assist in developing report queries.

Question 7: Training A. Please provide a detailed description of the training approach and how knowledge in correlation to your document management solution will be transferred to the end-user.

B. Do you provide detailed web interface training courses?

C. Are you able to offer on-site training courses?

D. Do you have any training videos available either on your website or others?

E. Can potential customers preview training prior to signing a contract?

F. Can an organization tailor training to their operations?

G. Do you provide a train-the-trainer technique within your training offerings?

H. Do you have a website dedicated to training?

I. Do you provide guidance on creating and developing the customer’s administration and support team?

J. Is there an opportunity for the technical staff to interact with QA and Development staff to get answers to questions, understand the product road map, and provide feedback to support future product growth?

Offeror Response:

Konica Minolta's approach to education and training will reinforce the success of the solution. Konica Minolta IIM views training and documentation as a critical success factor in any Content Management Solution implementation and its ongoing development and usage. We provide a comprehensive range of training services, including system administrator training, train the trainer instruction, onsite end-user training, customized manual and procedures development, online classes, and web-based tutorials.

Konica Minolta focuses on user adoption and user experience as core components of the services to be provided, and training is a large part of that process. Training starts at the onset of a project with collaborative sessions to help educate the client to possibilities of use and user experience while the requirements are being collected. As the implementation phase begins, Konica Minolta takes a “build a little, show a little” approach to the client’s solution so that key users are reviewing the application, providing feedback, and gaining comfort in the design. These approaches are the onramp to formal training through the test and go live cycles, and in our experience, is a critical step to building excitement and adoption to the platform.

Typical training needs are determined during the workshops in the pilot stage. The training strategy will be part of the detailed Scope of Work in this stage while the training methods and schedules to deliver appropriate trainings are agreed upon within the pilot and rollout stages, depending on the target group.

We will properly manage the knowledge transfer and align the training to the respective target group to ensure a smooth transition. The end users will be provided with an overview pamphlet outlining device functionality, and the web-based video training will provide information about the key functions of our solutions. Additionally, help desk agents will be instructed by on-site personal training that will be supplemented with a troubleshooting guideline and FAQ list for recent service requests.

Classroom Training Classroom Training is available for any and all management, operations staff, technical staff, system administration professionals, trainers, and end-users. We encourage every client to take advantage of our licensing model which allows for unlimited Development, Testing, and Training environments.

Notwithstanding the above, the State of Arizona eligible agencies and Co-Op buyers may request to have end user training performed at certain sites which can be arranged by Konica Minolta accordingly. Likewise, individual and specific training sessions for key users / support staff as well as VIPs can also be arranged.

Train the Trainer Konica Minolta IIM follows a “Train the Trainer” education model for IIM solution training. The “Train the Trainer” session will be conducted by the Konica Minolta IIM Solution Engineer and will provide the State of Arizona eligible agencies and Co-Op buyers a designated Trainer or System Administrator the necessary material and information to conduct the subsequent training of the end users.

There are several benefits to this learning technique.

Customization of the available content is possible at an additional charge and is dependent on the extent of the customization required. Additionally, our website provides account self-service information from support, and training manuals, to How-to-Videos. Accessing your personalized client portal ensures that your training needs are quickly addressed.

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