EXHIBIT_A_-_Scope_of_Work.pdf

EXHIBIT A

SCOPE OF WORK

1. PURPOSE

The City of Phoenix is seeking to procure a Civil Case Management System for use by the Law Department (Department). The awarded solution should provide a comprehensive, cloud-based matter management system that streamlines the entire lifecycle of legal matters. It must deliver an intuitive, configurable interface for efficient data entry and organization, robust calendaring and rules-based docketing to prevent missed deadlines, and advanced search capabilities across all modules. The system should integrate seamlessly with existing tools such as Microsoft Office 365, Outlook, and document management platforms, while supporting document automation, flexible reporting, and customizable alerts. Additional features include secure administration controls, time entry and billing functionalities, invoice management, role-based access controls and high-grade encryption, Westlaw, SAP, TrialNet integration, and optional AI-driven enhancements for automation and analytics. The solution should ensure data integrity, compliance with retention policies, and provide ongoing training and support for all users.

2. BACKGROUND

The City of Phoenix is the fifth largest city in the U.S. and is composed of 41 departments. The Law department will utilize and interact with the case management system. The Department’s Civil Division consists of 80 employees. Approximately 90 users will utilize the solution with a minimum of 10 admin users.

The number of matters opened in calendar year 2025 was approximately 3,000.

3. CURRENT STATE AND OVERVIEW OF KEY SYSTEMS

ProLaw is the current Civil Division case management system. This system is used to track all information pertaining to legal work conducted by attorneys within the Division.

A major component of this system tracks attorneys’ time spent working on cases to generate work order charges to other departments and to generate invoices when filing applications for attorneys’ fees with courts.

The current system utilizes eight key modules: Contacts, Matters, Events, Files, Transactions, Journals, Ledger, and Reports.

a. The Contacts module manages client and party information for easy access.

b. Matters store case data, events, billing information, and other types of pertinent case-related information.

c. Events handle calendaring and deadlines to keep matters on schedule. Additionally, users may query events or view most recent documents.

d. Files are used to check files in/out and provide a reporting tool to review the status of any file associated with a particular matter.

e. Transactions track financial activities related to cases, including billing and expenses.

f. Journals record detailed entries for case notes and activity logs.

g. Ledger provides accounting functions for trust and operating accounts.

h. Reports generate analytical and operational summaries for performance and compliance.

These modules work together to streamline case management, financial tracking, and reporting within one integrated platform.

The system is unique in that it not only integrates with NetDocuments (our document management system) but also with SAP, our city-wide enterprise application software.

The integration that takes place here is for our billing. Also, our Outside Counsel billing system, TrialNet, uploads invoice data into the system.

Some of the challenges we have encountered with using the current system include outdated tools, overcomplicated systems for creating and using templates for documents, and difficulty in running reports because the system is not intuitive or user friendly and requires a knowledge of basic coding.

4. FUNCTIONAL REQUIREMENTS AND FEATURES

4.1. Compatibility and Integration

a. The system should be browser‑agnostic, fully responsive, and operate seamlessly across modern browsers such as Edge, Chrome, and Safari, reflecting a contemporary web‑based SaaS architecture. All web interfaces, features, and templates must be designed, developed, and tested to meet or exceed WCAG 2.1

Level AA accessibility standards.

b. Ability to integrate with other services such as Microsoft Office 365 and Adobe

Acrobat to ensure continued functional integration allowing users to convert, combine, and edit PDFs as well as full Adobe Acrobat Sign integration for e-signatures.

c. A tight, two-way integration with Outlook is critical for managing calendars including importing and exporting, emails, and tasks. This allows for automated, rule-based calendaring of court deadlines (docketing).

d. A deep, bi-directional integration with NetDocuments is required, allowing users to search, read, update, and delete documents, as well as manage document security directly from the case management interface.

e. Simple export to non-proprietary formats.

f. Requirement for an API (Application Programming Interface) to ensure the system can connect to, and extract data for, third-party reporting tools and custom internal applications.

g. Document automation and assembly for answers, discovery requests, motions, stipulations and orders, jury trial documents, appellate briefs, etc., using data within case management system.

h. Integration with SAP for attorney/client department billing.

i. Import/export of outside counsel invoice data between case management system, document management, and TrialNet.

4.2. User Interface

a. Intuitive and simple and easy to navigate user interface.

b. Ability to configure user interface at the individual user or role level.

4.3. Administration

a. Administrator permissions to perform user provisioning/user access management, impose security firewalls, and manage document lifecycles and templates.

b. Ability to implement data auditing to record which users access or modify data and files.

4.4. Data Structure, Entry, and Updates

a. Flexible structuring of data components with built-in customizable components for matters, transactions, events, party company and contact information, and documents.

b. Flexible, template-driven entry creation with easy duplication to boost efficiency.

c. UNIQUE constrains at the database level to reject duplicate entries.

d. A central hub (main dashboard) that organizes all functional modules for streamlined one-click access.

e. Database redundancy and ability to download and restore database.

f. System report server accessibility to create and update custom reports.

g. Ability to distinguish between litigation matters, transactions, and general advice.

h. Intelligent, policy-driven retention management for active and inactive matters.

i. A centralized contact management system mapping diverse internal and external stakeholders to specific, individual matters, ensuring secure, segmented data access and targeted communication.

j. Ability to annotate matters with custom information and notes.

4.5. Reports and Alerts

a. Self-Service Custom Reports and Ad-Hoc Reporting to empower users to build, customize, and run their own on-demand (ad-hoc) reports without technical assistance. This provides immediate answers to urgent questions and enables deep data exploration and analysis, turning raw data into meaningful, actionable insights.

b. Customizable report fields where users can easily select, add, remove, and reorder data columns to ensure reports display only the most relevant metrics for their specific needs. This allows for a tailored, focused view of the data, enhancing the clarity and utility of each report.

c. Smart Alerts and Notifications to allow users to define custom alert conditions and thresholds to automatically trigger notifications when specific criteria or anomalies are met (e.g., a metric crossing a certain threshold). This ensures that users are proactively informed of critical events in real-time, allowing for faster problem response and timely decision-making.

d. Cost reports by matter, practice group, outside law firm, and individual outside attorneys, including attorney fees and costs.

e. Matter, transaction, and event reports.

f. Matter status reports distinguishing matters handled by in-house attorneys and outside counsel.

g. Matter detail reports on a per-firm basis for matters handled by outside counsel.

h. Case load reports for in-house attorneys and outside counsel.

i. Event reports and lists of deadlines sortable by matter and attorney or staff member.

4.6. Calendar and Docketing

a. Automatic calendaring and docketing based on matter type, scheduled hearings, etc.

b. Ability to update docketing rules to reflect both custom and updated court rules.

c. Automated, customizable reminders featuring native in-app alerts and seamless synchronization with third-party tools to ensure comprehensive task management.

4.7. Search

a. User-friendly, semantic understanding, natural language search across modules.

b. Advanced search should not require using database syntax.

c. Global search capability across fields.

d. Modern search indexing and fast performance.

e. Tolerance for user error and resilience to common variations (e.g. pluralization, spacing, common typos, etc...).

f. Filtering and sorting by one or more fields.

g. Re-usable, customizable Saved searches.

4.8. Time Entry

a. Fully responsive and mobile optimized, providing seamless access across all devices.

b. Bulk time entry management with the ability to rapidly edit, copy, and delete records across days or matters.

c. Time entry templates for repeated tasks, timer function, and calendar view.

d. Retroactive annotation of time entries.

e. Calendar and document integrated time entry (e.g. sync with Outlook calendars and

Document Management Systems)

i. User interaction for time entry creation where the system must not automatically finalize entries without oversight but rather allow user interaction to review, adjust, and approve a time entry.

ii. Must allow for exclusion of private calendar entries.

f. Split time entries between clients and matters allowing attorneys to accurately bill for meetings covering multiple topics or activities that benefit multiple departments, ensuring transparency and appropriate allocation of costs.

4.9. Accounting and Invoice Management

a. Allow conversion of time entries to custom reports for detailed analysis of productivity, billable hours, and project tracking.

b. Role based rate updates streamlined for billers.

c. Simplified yet robust processes for reversing and adjusting accounting entries.

d. Automatic, import, and manual tabulation and data entry invoice from vendors and outside counsel.

4.10. Artificial Intelligence

a. Natural language time entry (description parsed into fields).

b. All Artificial Intelligence (AI) features must be opt-in and decoupled from core application logic.

c. Must state where AI features are hosted.

d. Model independence preferred

i. Data and application functions served to AI model through an API rather than baked into the software.

ii. Model agnostic architecture that enables seamless replacement of AI models without infrastructure changes, ensuring long term scalability, vendor neutrality, and compliance with evolving regulatory or security requirements.

iii. Ability to pick among vendor-provided models, third-party models, or customer-hosted models

1. It’s conceivable that the City of Phoenix may want to run AI models locally as that capability comes online.

e. Ability to enable or disable AI features by user, role, client, matter type, etc.

f. Ability to require human interaction to approve all actions that alter the database or send information to other users or outside the system.

g. Automatic labeling of AI-generated outputs.

h. Auditable AI outputs.

4.11. Security

a. Identity and Access Management that provides security controls for user access and authorization rights.

b. Security that ensures and maintains confidentiality, integrity, and availability of the

Law Department’s systems and data.

4.12. Training and Support

a. Pre-launch training for administrators, attorneys, and staff.

b. User-friendly and simple to access/navigate portal for technical and training support documentation with an intuitive and searchable interface that allows users to find, understand, and apply information quickly and provides 24/7 access.

c. Ongoing support and training from designated representative(s). Help desk support should be available Monday through Friday from 7:00am to 6:00pm Phoenix

Mountain Standard Time - AZ (GMT-7). A train-the-trainer model is preferred.

d. Comprehensive up-to-date user guide available to all current and future division staff.

4.13. Application and Database Environments

4.13.1. Application Environment

The application environment shall include:

1. A modern, browser-based user interface with role-based access controls, permissions management, and integration with the City’s identity provider

(e.g., SSO, MFA).

2. Robust API based integration capabilities for secure data exchange with internal and third-party systems, including document management, email, reporting, and authentication services.

3. Performance and availability that meet defined service levels agreements regarding system uptime, response time, and auto-scaling to meet fluctuating caseload demands.

4. Security controls aligned with industry standards, including encryption in transit and at rest, comprehensive audit logging, vulnerability management, and compliance with applicable regulatory requirements.

Full-cycle maintenance of the application environment, including updates, patches, enhancements, and coordinated release management across all environments.

4.13.2. Database Environment

The database environment must be maintained to ensure data integrity, security, and availability through ongoing optimization, monitoring, patching, and verification that all data stays accessible and recoverable.

The database environment shall include:

1. A secure, cloud hosted database platform with high availability, redundancy, and failover protocols to ensure zero data loss.

2. Automated backup and recovery processes that meet defined Recovery Point

Objective (RPO) and Recovery Time Objective (RTO) requirements.

3. Encryption of all data at rest and in transit, with appropriate access controls and audit logging.

4. Support for data retention, archival, and secure data disposal in accordance with the City’s policies.

5. Full data portability, including the ability to export all structured data, documents, attachments, and audit logs in industry standard formats upon request or contract termination.

4.13.3. Coordination Across Application and Database Layers

Ensure seamless operational cohesion between the application and database layers across all environments. This includes:

1. Coordinated deployment of updates, patches, and enhancements across application and database components.

2. Use of controlled release processes, including testing in non-production environments prior to production deployment.

3. Support for integration testing, regression testing, documented rollback plans and user acceptance testing.

4. Real-time Monitoring and reporting of system performance, availability, and audit activity across both layers.

5. Adherence to the City’s change control procedures, including documentation, approval workflows, and rollback plans.

5. PHASES

The project is expected to have the following phases:

a. Initiation and Planning – Will consist of kick-off, reviewing, validating, and refining the system requirements, conducting gap analysis, finalizing the system specifications and developing a comprehensive roadmap for the project in accordance with requirements.

1. Deliverables:

i. Project Management Plan (PMP) A comprehensive document describing the methodologies, processes, and controls that will guide project execution, monitoring, and delivery.

a. Schedule Management Plan defining the project’s methodology, tools, and processes for developing, maintaining, and controlling the project schedule.

b. Cost Management Plan outlining the methods for estimating, budgeting, tracking, and managing project costs throughout the engagement.

c. Quality Management Plan detailing the standards, procedures, roles, and resources necessary to ensure the product meets quality requirements.

d. Resource Management Plan that outlines planning, acquiring, allocating, and managing all project resources.

e. Communication Plan defining the communication channels, frequency, formats, and stakeholder responsibilities required to ensure timely and effective communication is maintained throughout the project.

f. Risk Management Plan describing the process for identifying, assessing, prioritizing, and monitoring project risks, including the development of mitigation and contingency strategies.

g. Change Control Plan establishing the procedures for submitting, evaluating, approving, and documenting changes to the project scope, schedule and costs.

h. Stakeholder Engagement Plan identifying key stakeholders and outlining strategies for their engagement, communication, and involvement throughout the project lifecycle.

i. Integrated Change Management Plan describing the coordinated approach for managing business, technical, and organizational changes to support successful adoption of the solution.

j. Deliverable Management Strategy defining the processes for producing, reviewing, approving, and tracking project deliverables to ensure quality, completeness, and alignment with the project scope.

ii. Discovery and Requirements Validation

a. Validated Requirements Document that includes an approved set of business, functional, and non-functional requirements that reflect stakeholder needs and project objectives.

b. Requirements Traceability Matrix (RTM) that maps requirements to corresponding design features, configurable options, integrations and testing artifacts to ensure complete traceability throughout the project lifecycle.

c. Fit Gap Analysis Report comparing system capabilities to the requirements, identifying gaps, evaluating solution options, and recommending actions to address them.

d. Detailed Systems Specifications provide a comprehensive set of system level requirements describing expected behaviors, data structures, integrations, configurations, and technical constraints needed to implement the solution.

b. Solution Design and Configuration – Contractor will provide dedicated resources to manage the complete migration lifecycle, including data profiling, transformation, and post-migration validation to ensure 100% data accuracy and will document and execute the solution build as defined by the final specifications including managing integrations with third-party systems.

1. Deliverables:

i. Case Management Solution Design Document with a comprehensive blueprint detailing the end-to-end solution architecture, including functional components, user interface interactions, business rules, system behaviors, and configuration parameters mapped to approved requirements.

ii. Workflow and Process Design that includes documentation of all system workflows, process flows, routing logic, task assignments, and automation rules that define how cases, approvals, and activities progress through the system.

iii. Compliance and Audit Requirements with a set of compliance, regulatory, and audit requirements that the solution must support, including retention rules, audit trail expectations, reporting needs, and system controls.

iv. Data Model and ER Diagrams with comprehensive diagrams, documentation describing entities, attributes, relationships, constraints, and data flows required to support the solution architecture

v. Data Dictionary that includes a detailed catalog of all data elements, definitions, data types, allowable values, validation rules, and business meaning.

vi. Document Templates and Automated Document Assembly that describes configured document templates and specifications for automated document generation, including merge fields, formatting rules, conditional logic, and storage/archival requirements.

vii. Integration and Interface Specifications document that contains technical specifications defining all integrations with other systems, including data exchange formats, API endpoints, authentication methods, message structures, error handling, and frequency of data exchange.

viii. Data Migration Plan describing the approach, tools, sequencing, validation steps, and responsibilities for migrating data from legacy system into the new application.

ix. Data Mapping Between Legacy and the New System identifying all legacy data elements and their corresponding fields in the new system, including transformation rules, cleansing requirements, and exception handling.

x. Security and Role-Based Access Design with a security model defining user roles, permissions, access controls, authentication requirements, and data level security rules aligned with organizational policies and security standards.

xi. Initial Data Load Into Test Environment that includes execution and documentation of the initial data migration into the designated test environment, including load results, validation outcomes, exception logs, and confirmation of data accuracy and completeness.

c. Testing – Contractor will conduct rigorous testing to ensure that all components are configured correctly and operate as a cohesive, integrated system that fulfills its intended functions.

1. Deliverables:

i. Testing Plan outlining the testing strategy, scope, objectives, environments, roles, responsibilities, and overall approach for validating the solution.

ii. Test Scripts and Test Cases containing test scenarios, scripts, and step by step test cases covering functional, technical, and integration requirements, including expected results and acceptance criteria.

iii. Validated Configuration in Test Environment to include a fully configured and validated instance of the solution deployed in the designated test environment, demonstrating readiness for formal testing cycles.

iv. Performance And Load Testing Completion reports documenting the execution and outcomes of performance, stress, and load testing, including system responsiveness, scalability metrics, bottleneck identification, and remediation actions.

v. Security and Accessibility Testing and Completion Results containing security, vulnerability, and accessibility testing results, including identified issues, remediation steps, and confirmation of ADA compliance with applicable standards and policies.

vi. Defect Log and Resolution Tracking to include comprehensive tracking of defect identification, severity, root cause analysis, resolution, retesting, and final closure.

vii. User Acceptance Test Plan, Scripts and Results with user feedback, defect findings, and final approval or sign off recommendations.

viii. Final Testing Summary Report summarizing all testing activities, results, defects, resolutions, outstanding risks, and confirmation that the solution meets the agreed upon acceptance criteria.

d. Training and Knowledge Transfer – The Contractor will develop all training materials and conduct training sessions. This phase ensures sustainable adoption through end-user support, including detailed user manuals and online help resources.

1. Deliverables:

i. Training Needs Assessment Report identifying the training requirements for all user groups, including skill gaps, role-based learning needs, training formats and recommended delivery methods.

ii. Training Strategy and Plan demonstrating the training approach, curriculum, schedule, delivery methods, required materials, user group assignments, and the success criteria for all training activities.

iii. Knowledge Transfer Plan with details on how system knowledge, configuration details, administrative procedures, and operational responsibilities will be transferred from the vendor to the city’s designated personnel.

iv. Training Completion Report summarizing all training activities conducted, including attendance records, materials delivered, user feedback, completion metrics, and any follow-up training recommendations.

e. Go-Live – The Contractor will manage all tasks required for a successful launch, including the deployment of compiled modules, business rules, and all other turnover-ready components.

1. Deliverables:

i. Go-Live Readiness Assessment documenting the system’s readiness for production deployment, including validation of environments, configurations, data, integrations, user preparedness, and outstanding risks or dependencies.

ii. Cutover Plan and Schedule, a detailed plan outlining all tasks, responsibilities, timing, sequencing, and contingency steps required to transition from legacy systems to the new production environment.

iii. Production Environment Setup, a fully configured and validated production environment, including deployment of all solution components, integrations, security settings, and operational configurations required for go live.

iv. Final Testing Summary Report summarizing all testing cycles completed prior to go live, including results, defect resolutions, outstanding issues, and confirmation that acceptance criteria have been met.

v. Go-Live Approval/Signoff documentation confirming the approval to proceed with production deployment, including acknowledgment that readiness criteria have been satisfied.

vi. Final Data Migration and Validation, execution and documentation of the final data migration into the production environment, including validation results, exception logs, and confirmation of data completeness and accuracy.

vii. Cutover Completion Report summarizing all cutover activities performed, including task completion status, issues encountered, resolutions, and confirmation that the system is fully operational post cutover.

viii. Final As-Built System Documentation reflecting the final, deployed configuration of the system, including workflows, business rules, integrations, data structures, and application environment details as implemented in production.

ix. Final Technical Documentation technical documentation covering system architecture, integrations, APIs, security configurations, operational procedures, and any other technical components required for ongoing maintenance and support.

f. Post-Go-Live and Transition to Support – The Contractor will manage all tasks required for a successful launch, including the deployment of compiled modules, business rules, and all other turnover-ready components.

1. The Contractor will provide active support for system usage starting immediately following launch.

2. The Contractor will coordinate the seamless transition to the Contractor’s ongoing support and maintenance team upon achieving go live.

3. The Contractor will develop processes, policies, and procedures for long-term post-go-live support.

4. The Contractor must work to ensure successful adoption and user transition and keep the project active until all deliverables have been accepted by the City of

Phoenix.

5. Deliverables:

i. Hyper Care Support Plan outlining the scope, duration, staffing, escalation paths, service levels, and support procedures to be followed during the post go live hyper care period.

ii. Post Go-Live Issue Log and Resolution Report comprising of all issues identified during the post go live period, including severity, root cause, resolution actions, and final disposition.

iii. System Performance and Usage Report A report summarizing system performance, stability, and user activity following go live, including metrics, trends, identified concerns, and recommended optimizations.

iv. Transition To Operation Support Handoff Package with materials required for ongoing support, including system documentation, configuration details, operational procedures, escalation paths, and knowledge transfer artifacts for the support and maintenance team.

v. Post Implementation Review (PIR) assessment evaluating project outcomes, solution performance, user adoption, lessons learned, and recommendations for future improvements or enhancements.

vi. Final Project Closure Report summarizing project performance, key deliverables, acceptance status, and outstanding items and verifying the fulfillment of all contractual obligations and formal stakeholder sign-off, facilitating the successful handover of project assets and the proper archiving of all project documentation.

6. STAFFING REQUIREMENTS AND QUALIFICATIONS

a. Provide an expert project team that is knowledgeable, experienced, and has the skills necessary to ensure the success of the rollout and implementation.

b. Contractor’s staffing levels must be sufficient to meet or exceed quality and timeline expectations, and key project personnel must have subject matter expertise in case management systems and prior implementation experience on projects similar in scope.

c. The Contractor will be expected to participate in day-to-day activities remotely with on-site presence provided upon City request.