TECHBRIDGE RESPONSE TO REQUEST FOR PROPOSAL JUSTICESERVER 2.0 PRODUCT DEVELOPMENT

Central Virginia Legal Aid Society, Inc. Richmond Office 101 West Broad St. Suite 101 Richmond, VA 23241

100 PEACHTREE ST. NW | SUITE 2090 | ATLANTA, GA 30303 | 404-879-5412

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February 15, 2016 Stephen E. Dickerson, E.D. Central Virginia Legal Aid Society 101 West Broad St., Suite 101 P.O. Box 12206 Richmond, VA 23241 Dear Steve, Thank you for the opportunity to submit this proposal on behalf of TechBridge for the JusticeServer 2.0 pro-bono case management system and statewide portal. TechBridge is a 501c3 with a mission to deliver best-in-class technology services to the nonprofits that we serve – allowing them to better serve their clients. We focus our efforts on nonprofits that are alleviating the causes of poverty and building partnerships between nonprofits and corporate sponsors that enable us to provide services at an obtainable cost for the nonprofits. Core to our mission at TechBridge is leveraging the body of knowledge and work we do to improve nonprofit effectiveness and efficiency while lowering the total cost of ownership of technology. TechBridge has worked with numerous nonprofits in the pro-bono legal sector to implement Salesforce solutions for case management. Specifically, relevant to JusticeServer, we have already demonstrated success in creating a Salesforce managed package for pro-bono case management that multiple legal service nonprofits are using today. We elaborate on this solution in Section 2.0. Our proposed solution will be customized to The Core Team’s needs, while leveraging our experience in pro-bono justice case-management. Our mission makes us a natural steward for JusticeServer into the future. We share the vision for a solution that can be made available to legal service nonprofits nationwide. We are committed to future support and development of the package and to serving as an implementation and support resource--not as a revenue-generating product, but as a sustainable tool to make a difference in the communities it serves. We will promote the JusticeServer platform within the legal nonprofits that we currently serve and those we have identified through targeted outreach. Furthermore, we will incorporate the JusticeServer platform as a vital component in moving people out of poverty by improving their access to justice and therefore protection from exploitation. TechBridge has carefully reviewed your requirements for the JusticeServer development project. Given our current understanding of the requirements and our experience, our project cost estimate is $348,000 with a timeline of 11 months. If you have any questions, please do not hesitate to contact me. Sincerely,

James Franklin CEO, TechBridge Email: jfranklin@techbridge.org Phone: 404.663.6370

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TABLE OF CONTENTS 1. Executive Summary .................................................................................................................................. 4

Company Contact Information ............................................................................................................. 4 Solution Overview – CRM and Portal.................................................................................................... 4 Project Information............................................................................................................................... 4 Cost Summary ....................................................................................................................................... 5 Long-Term Vision .................................................................................................................................. 5

2. Company Overview .................................................................................................................................. 6 Office Location ...................................................................................................................................... 6 History ................................................................................................................................................... 6

3. Qualifications and References ................................................................................................................. 7 4. Summary Resumes ................................................................................................................................. 10 5. Initial and ongoing service and support ................................................................................................. 12 6. Bidder Information ................................................................................................................................. 12 7. Proposed Solution .................................................................................................................................. 13 8. Project Approach ................................................................................................................................... 17

Methodology ...................................................................................................................................... 18 Timeline .............................................................................................................................................. 19 Proposed Project Team ....................................................................................................................... 20 Assumptions ....................................................................................................................................... 20

9. Cost Estimate ......................................................................................................................................... 21 Summary ............................................................................................................................................. 21 Details ................................................................................................................................................. 21

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1. EXECUTIVE SUMMARY TechBridge is honored to be among the vendors selected to respond to the JusticeServer RFP. We trust that the information provided within this document will give you confidence in our ability to lead a discovery process and develop an outstanding pro-bono case management solution and portal, in advance of the January 2017 timeline.

COMPANY CONTACT INFORMATION TechBridge, Inc. 100 Peachtree Street NW, Suite 2090 Atlanta, GA 30303

Single point of contact at TechBridge: John Banning, Director of Cloud Services 404-879-5411 jbanning@techbridge.org

SOLUTION OVERVIEW – CRM AND PORTAL We propose a solution that consists of three primary elements: (1) Salesforce Managed Package, (2) Salesforce Communities based portal and (3) Data synchronization. Each nonprofit will have their own instance of Salesforce into which the managed package will be installed. The managed package will contain the functionality common to all pro-bono legal service providers. Having a managed package will allow a single code-base to be managed while also allowing each nonprofit to make additions and changes unique to their operations. As future bug fixes and enhancements are developed, they can be easily installed or pushed to each organization. The pro-bono portal will live in a Salesforce Business Org instance with a Salesforce Communities front end for attorneys and volunteers to utilize. Where appropriate, data will be communicated between the Salesforce Business Org and each individual managed package.

PROJECT INFORMATION TechBridge is providing this project into two distinct phases. First, TechBridge will work with the JusticeServer Core Team in defining and documenting the business processes related to the scope of this project. Secondly, the defined business processes will serve as needed input for the development phase to build the Salesforce data management solution. Business Process Mapping & Requirements Phase TechBridge will work with the JusticeServer Core Team to produce process maps and high-level requirements. This part of the project is accomplished through a series of deep-dive planning sessions and interviews with Core Team members Delivery Phase Upon starting the project, TechBridge will ask the Core Team to assist with prioritizing the work effort. This prioritized work list will be broken up into small delivery phases/sprints. TechBridge will utilize the information gathered in the previous discovery phase to define a clear path for each delivery phase. TechBridge will work with the Core Team in an iterative process throughout each phase. Iterating through detailed requirements, build, testing, review and revision for each phase.

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Training TechBridge will utilize the train-the-trainer approach to deliver training. Training will include both administrator and end-user training. Solution documentation will be provided as well. Help text will also be utilized as much as possible throughout the user interface. Ongoing Support Following solution go-live, TechBridge will continue to offer support. Users may email TechBridge support directly or open a support request directly within the solution through an always-present case management module in the system. Deliverables and Milestones The key deliverables are provided in the tables in the Cost Estimate section of this response. They do include a fully functional CRM case management system and associated portal as defined by the design and requirements. Key milestones include completing the process and requirements work in the first two months, followed by design and build, with deployment to the Core nonprofits starting in November.

COST SUMMARY TechBridge is estimating a one-time implementation cost of $348,000. On-going monthly costs details are provided below and are dependent on the number of users of third-party tools. Possible third-party software options are listed below and can be explored with the Core Team as part of the discovery and design phases. Throughout the project TechBridge will provide a monthly burn report identifying the actual hours worked during each phase.

LONG-TERM VISION The TechBridge sustainability model is designed to make products freely available to nonprofits and to recoup direct labor costs through implementation projects and support contracts. Services are priced with no motivation for profits but rather to ensure that services can be delivered with exceptional quality. With the combination of donated platforms (such as Salesforce), donated software and discounted services from TechBridge, nonprofits across the country can adopt systems that ordinarily would be beyond their means. The power of this model is evident with TechBridge’s donated food logistics platform that serves 74,000 food pantries in three countries. The product initially took shape with a particularly innovative food bank and with the support from Feeding America (the major US food bank network), grew to the current platform that moves 500 million pounds of food a year. With such economies of scale, the cost of support, training, maintenance and R&D equates to $8 per year per food pantry. The TechBridge mission is to deliver technology to nonprofits that advances their mission. Nonprofit adoption of our technology improves the quality of the overall product while reducing support costs. TechBridge is establishing a Justice vertical responsible for promoting these services to pro-bono legal providers across the US and soliciting improvements for the system and processes. We are committed to developing a Justice vertical nonprofit community. Our goal is to integrate this vertical into our broader vision of alleviating the causes of poverty. We accomplish this by giving nonprofits the means to better provide services and collaborate with other service providers for the benefit of their clients.

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2. COMPANY OVERVIEW TechBridge is a nonprofit that drives community impact by bringing affordable business and technology expertise to other nonprofits

TechBridge’s mission is to deliver best-in-class technology services to the nonprofits we serve – allowing them to better serve their clients. We focus our efforts on nonprofits that are helping to alleviate the causes of poverty. We build partnerships between nonprofits, donors, and the corporate sponsors to provide our services at an obtainable cost. Thanks to the software, expertise and monetary donations they provide, we are able to subsidize our rates. Our core competencies include:

Technology Assessment and IT Strategy – Plan, evaluate, select and implement the appropriate solutions for your specific needs, processes and budget. Define and document business processes that are tied to technology solutions and manage complex implementation projects.

Cloud Services – Salesforce.com (Cloud Essentials and custom development), Microsoft Office 365, Microsoft SharePoint, Google Apps for Nonprofits, and Vonage for Business.

SCM4 Hunger Platform - SCM4Hunger™ is a cloud-based, supply chain management platform for high-volume food banks.

Custom Application Development – New application development, legacy modernization, migration and conversion services and predictive analytics.

Since 2000, TechBridge has provided direct services to over 1000 nonprofits who have in turn served 10’s of millions of people. Nonprofits have the passion to change the world. TechBridge provides the tools to make it happen.

OFFICE LOCATION TechBridge headquarters is located at: 100 Peachtree Street NW, Suite 2090 Atlanta, GA 30303

In addition to Atlanta, we have employees in Dallas and Seattle. We also supplement our development team as needed with resources in Pune, India.

HISTORY Our founders witnessed the impact the for-profit IT community was having on nonprofits in San Francisco and saw the potential to replicate that model in Atlanta. In 2000, TechBridge was formed. We have since expanded our reach to all 50 states, as well as the UK and Ireland. Although we have adapted our business model as needed over the years, our commitment to making a difference in people’s lives through better executing nonprofits has been consistent. In support of this aim, TechBridge started 2015 with a decision to focus its innovation efforts to support the nonprofits working to move more people out of poverty. Today, TechBridge has the mission specific expertise to support nonprofits working to support people suffering from homelessness and hunger, through financial counseling services that help people save enough to escape poverty.

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3. QUALIFICATIONS AND REFERENCES Our TechBridge project team has an average of 20 years of professional experience. Through our work with nonprofit organizations, we have developed a proven methodology for CRM assessments and implementation. Our methodology is based on our combined years of commercial experience and nonprofit expertise. Our vast project management experience with nonprofits allows us to understand the complexities in assessing and delivering CRM solutions. TechBridge is a proven technology leader in the nonprofit space. TechBridge began its CRM practice over nine years ago and has provided CRM services to hundreds of clients. Examples of client projects in which TechBridge leveraged CRM technologies to drive measureable outcomes include:

Atlanta Day Shelter for Women & Children to reduce administrative time by 20%. Create Your Dreams to reduce the time it takes to generate a report from 3 days to 3 minutes. Fulton County CASA to reduce the client referral process from 10.8 days to 30 minutes. Literacy Action to reduce fundraising admin by 20%. Nobis Works to reduce time for individual client intake by 70%. SOWEGA-AHEC to reduce manual data entry by 50%. The Sullivan Center to save 1,800 hours in administrative time per year. TechBridge is proud is provide three clients we have had the privilege to serve below. The first two provide pro-bono legal services and the third serves those individuals and families experiencing homelessness.

Reference 1 Atlanta Volunteer Lawyers Foundation (AVLF) 235 Peachtree Street NE, Suite 1750, North Tower Atlanta, GA 30303 Michael Lucas, Deputy Director 678-681-6003 mlucas@avlf.org Project start and finish dates: Spring-Fall 2014 Nature of the project: Implementation in Salesforce of a custom program management solution to handle pro-bono legal services. Detailed description of services provided: TechBridge met with AVLF staff to gather requirements and design a solution to replace Kemps. A custom Salesforce solution for client intake, case management, and attorney volunteer management was deployed. Data was migrated from Kemps. TechBridge continues to support the AVLF solution. Success achieved (as written and provided by Michael Lucas at AVLF): Salesforce has helped us improve efficiency in our work process with the integration of client/volunteer data and provided significantly improved accuracy in our data management and reporting capabilities.

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Following are concrete examples of improvements to AVLF since the implementation of [TechBridge’s solution]:

· We are better able to track necessary information for our attorney and non-attorney volunteers;

· We can easily update volunteer attorney assignments and case developments in real time during our legal clinics, dramatically increasing our efficiency in serving multiple clients;

· We can instantly view clients’ entire histories with AVLF, allowing staff to give the highest level of customer service and respond to clients’ specific needs in real time and improving our volunteer-to-client matches;

· We can preserve historical volunteer data if clients change employers; · We can flag volunteer interests to easily match individuals to opportunities; · We can save donor information to a volunteer or client’s profile and generate reports of

historical giving by volunteer, aggregated by donor employer or other variables; · We are able to upload information from other applications to our database – such as a basic

tables or spreadsheets; · We can integrate on-line forms that volunteers might use to express interest in our programs

when visiting our website or to easily report updates on accepted cases directly into our system;

· We can save or hyperlink related documents to existing records in the database; · We are able to use the system to schedule volunteer legal clinics, fundraisers or other events; · We can integrate with our Outlook calendar or other software, including the ability to upload

case-related emails from volunteers and clients to individual cases; · We can efficiently generate required reports for funders and volunteer law firms. · We can monitor and report, in a dramatically more sophisticated way, on who we are serving

by any number of demographic characteristics – in which zip codes, and with what legal issues. · Finally, last year we significantly improved the way we ask for and receive updates from

volunteers on their cases. In short, we are now able to generate email requests for updates that include a link to a form that allows volunteers to more easily enter critical updates that are then – with the push of a button –automatically entered into our database. Volunteers can further regularly use this “form” to update their cases, without AVLF having to grant access to our secure database. We believe this feature is a real national model and dramatically helps us better serve our clients and volunteers.

Reference 2 Georgia Lawyers for the Arts (GLA) 887 W. Marietta St NW, Suite J-101, Atlanta, GA 30318 David Mayer, Director of Operations 404-873-3911 David@glarts.org Project start and finish dates: September 2014 – November 2014

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Nature of the project: Leveraging the work done for the Atlanta Volunteer Lawyers Foundation to modify and create a Salesforce solution for Georgia Lawyers for the Arts. Detailed description of services provided: After meeting with GLA and hearing their needs, we identified large portions of commonality with the AVLF solution. Those relevant portions were redeployed for GLA and refined and built upon within Salesforce. Web based intake forms were developed to assist with pre-screening and data quality. Success achieved: This project drastically improved the application and client intake process for GLA - reducing questions, bad or incomplete data in applications, necessary staff time to process requests, and increasing the quality of data reports. Reference 3 Atlanta Mission 2353 Bolton Rd. NW Atlanta, GA 30318 Darryl Russ. Director-Program Design (404) 588-4000 darryl.russ@atlantamission.org Project start and finish dates: September 2015 – March 2016 Nature of the project: Every day Homeless Agencies provide logistics heavy services such as food distribution and bed assignments to hundreds of clients with unique needs. In order to provide services effectively, agencies must collaborate with a large network of partners and report results to individual and corporate donors as well as government institutions. Atlanta Mission encompasses a network of four homeless shelters across the greater Atlanta area. Like many shelters, the Atlanta Mission has limited resources and is forced to balance client care with onerous reporting requirements. Atlanta Mission has long planned to implement more effective client care through their “Choose Help” program. Through this program, the Atlanta Mission provides clients with immediate services, such as meals, showers and beds; as well as additional services for clients “choosing help,” including a personalized service team of clinicians, counselors, and vocational training managers as well as classes, group therapy sessions, and the ability for clients to track their personalized service plan out of poverty. TechBridge has previously provided custom Salesforce solutions to multiple homeless agencies in Atlanta to meet the immediate service needs outlined above.

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Detailed description of services provided: At the 2015 Digital Ball, TechBridge raised support from the Atlanta community through a $70,000 crowdfunding effort in order to provide the Atlanta Mission with a two-phase fully custom Salesforce solution. Phase I provides the Atlanta Mission with the ability to intake clients into Salesforce at the agency check-in desk, track immediate service needs such as beds, food, showers, and clothing and quickly assign available beds based on the client’s unique needs through an automated process built in Flow. Phase II provides the Atlanta Mission with additional modules to assign staff to the client’s personalized service team. Phase II modules include an in depth needs assessment, the ability to write a personalized service plan and assign clients to resources such as classes and group therapy sessions, and the ability to visually track client progress in Salesforce across five key outcome areas defined by the Atlanta Mission. Success achieved: The Atlanta Mission took Phase I live at two shelters in December 2015 and January 2016 and is on track to go live at its remaining two shelters in February and March of 2016. Development for Phase II is currently in UAT and on track to go live at all four shelters in March 2016. The TechBridge and Atlanta Mission collaboration has achieved a remarkable level of success in a very short period of time. The two shelters at which Phase I has gone live have seen significant improvements in efficiency and effectiveness. Agency staff report significant time savings to capture, deliver and track clients' immediate service needs. Additionally, staff members have been able to significantly reduce “re-traumatizing clients,” a process proven to discourage and dehumanize clients by repeatedly requesting sensitive information such as time spent on the street, family circumstances, and substance abuse history. Due to the success of this project, Atlanta Mission and TechBridge are already beginning to plan high-level requirements for a phase III upgrade. Additionally, TechBridge is investing research and development funds to create an effective, affordable homeless agency program tracking solution built on the Salesforce platform.

4. SUMMARY RESUMES Rick Rose, Sr. Product Architect, Cloud Services ROLE: Solution Architect Rick joined TechBridge in May 2012 for a second tour of duty, having previously worked for several years with TechBridge. He has nearly a decade of experience supporting nonprofits. Rick has a BA in Interactive Media Design, and his previous experience includes serving as the IT Director for the Martin Luther King Jr. Center and as Senior Manager of Web Solutions for NPower New York. John Banning, Director of Cloud Services ROLE: Consultant

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John joined TechBridge in September of 2005. John has over 25 years of technical experience and 17 years of consulting experience. John has led the Cloud Services team for 4 years, defining the product delivery methodologies and expanding the data management products. He melds his for-profit experience with his many years of working with nonprofits. Prior to joining TechBridge he was a Technology Manager with Accenture. Key projects while at Accenture included leading a team to replace the current pricing system for the largest retail toy company in the world, implementing technology to increase operating efficiency for a large grocery store chain in the UK, updating and enhancing an International web site for a large US-based shipping company, and designing and building store-of-the-future prototypes for the largest retail home supply company in the US. His main competencies are technical project management, execution/operations architecture, and Microsoft technologies. He holds a BS degree in Electrical Engineering from The University of Alabama in Huntsville. Anita Jackson, Strategy Consultant ROLE: Business / Process Analyst Anita Jackson is a seasoned management professional with over 33 years of experience in IBM. Throughout her IBM career, she demonstrated progressive expertise in organizational development, change management, project management, process engineering, and strategic planning. She is adept in transformational leadership by quickly accessing inhibitors within global matrix environments and among cross-functional teams that have resulted in improved workflow and significant productivity gains. Anita has a proven ability to launch and structure new organizations along with elevating established businesses via strategic process improvements and implementation planning. Jennifer Higgins, Manager, Strategy Group ROLE: Consultant Jennifer Higgins leads the Strategy Group and is responsible for all consulting engagements—including IT assessments, planning roadmaps, and process optimization. Jennifer had a wide variety of roles in her first stint at TechBridge from 2002-2007. Having been back since May of 2012, her focus has been to help nonprofits use technology to alleviate the causes of poverty. Jennifer’s previous experience includes consulting in the financial services industry for Accenture and owning her own business. Jennifer has recently completed IT strategy projects for Boys & Girls Clubs of America, Feeding America and Operation HOPE. Project Advisors Jeff Scott, Software Anywhere, Platform Architect - Sales Cloud, Service Cloud & Developer Certified Aaron Genter, Software Anywhere Business Architect - 7+ years on the Salesforce platform As mentioned previously, TechBridge leverages the generosity of socially conscious for-profit companies. Salesforce development experts at Software Anywhere, based in San Juan Capistrano, CA have been an incredible asset to the TechBridge team. Jeff and Aaron are excited to act as advisors on the JusticeServer project. TechBridge will ensure our proposed staff is made available for the JusticeServer 2.0 project, if selected. This project is core to our JusticeServer 2.0 Development project

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5. INITIAL AND ONGOING SERVICE AND SUPPORT Throughout the course of development, TechBridge will provide both solution and Salesforce support. Following go-live of the final version of the system, TechBridge will continue to offer dedicated support for 30-days. After the 30-days, TechBridge offers an optional bucket of hours. Hours can be purchased in blocks of 10. TechBridge tracks the number of available hours in our system. Support can be used for general Salesforce support, solution support, assistance with minor changes to the solution, generating a new report/dashboard or modifying an existing report/dashboard or even additional training. For larger changes to the system, such as a new module, a statement of work will be submitted to the Core Team for review and consideration. A support ticket can be opened via a dedicated support email address or by opening a support ticket within a custom support module built into JusticeServer. TechBridge uses Salesforce to manage our support queue. Every support ticket is an opportunity to enhance relationship with our customers and enhance our products and services to become a true champion of our customer’s success. We automate the distribution of cases in Salesforce to ensure the inquiry automatically and immediately gets to the right team member and has the quickest and most accurate resolution. By default, TechBridge provides support during business hours, 8:30-5:30 PM ET. If support is needed outside of those hours, it can be arranged. Urgent support cases are to be started within 4 hours on the business day received. Standard support cases to be started within one business day of the day received. Identified bugs in the solution will be corrected and not count against purchased support hours. Development of minor changes: TechBridge will maintain Implementation Service Queue to Release based on priorities for all minor changes which are configurations without code change on a monthly basis. Development of major changes: TechBridge will maintain a product backlog to include any change requests. These will be scoped and then prioritized by the Core Team as new initiatives. The CRM will be on the Salesforce.com platform. Salesforce is very transparent regarding uptime, system maintenance, performance and security. Additional information can be found here: https://trust.salesforce.com/ Salesforce also provides platform support free of charge, as needed. John Banning is Director of Cloud Services and is responsible for overall support.

6. BIDDER INFORMATION Address: 100 Peachtree Street NW, Suite 2090, Atlanta, GA 30303

Federal Tax ID: 58-2531971 Legal Status: 501(c)(3)

Main Phone Number: 404.879.5412 Fax: 404.581.5901

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No TechBridge employee is related by blood or marriage to a CVLAS, Greater Richmond Bar

Foundation (GRBF), Legal Aid Justice Center (LAJC) or Legal Service Corporation of Virginia (LSCV) employee or Board member; resides with a CVLAS, GRBF, LAJC or LSCV employee or Board member; or has a conflict of interest with either CVLAS, GRBF, LAJC or LSCV

Describe TechBridge’s capacity to protect against any conflicts that may arise during the project- o Per the RFP questioning meeting on February 1, 2016, we believe your main concern was

regarding resource availability. The JusticeServer project is in line with the TechBridge mission of ensuring individuals experiencing poverty have equal access to judicial representation. As such, we would ensure highly qualified resources remain committed to the JusticeServer project.

TechBridge has not been a party in any litigation during the past five (5) years.

7. PROPOSED SOLUTION We propose a solution that consists of three primary elements:

1. Salesforce Managed Package 2. Salesforce Communities based portal 3. Data synchronization

Each nonprofit will have their own instance of Salesforce into which the managed package will be installed. The managed package will contain the functionality common to all pro-bono legal service

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providers. Having a managed package will allow a single code-base to be managed while also allowing each nonprofit to make additions and changes unique to their operations. As future bug fixes and enhancements are developed, they can be easily installed or pushed to each organization. The pro-bono portal will live in a Salesforce Business Org instance with a Salesforce Communities front end for attorneys and volunteers to utilize. Where appropriate, data will be communicated between the Salesforce Business Org and each individual managed package. CRM Solution Proposal Each legal pro-bono services nonprofit will have their own instance of Salesforce with the JusticeServer Managed Package installed. The package will provide program management functionality to the nonprofit staff. Client Centered The modules below, Contacts, Accounts and Case Management encompass a client-centric design. The core functionality makes Salesforce the perfect platform this solution.

Contacts Separate record types will be created to capture the unique details about a client, adverse party, attorney, volunteer, etc. Accounts Separate record types will be created to capture the unique details about law firms, partners/referral organizations, agencies, nonprofits, businesses, etc. Case Management The native Salesforce case object will be extended to handle management of legal matters and cases. Using the native case object allows leveraging of current functionality and ensures maximum future compatibility. Specific requirements will be fleshed out during the discovery phase, but we anticipate the following important components for case management:

Client eligibility requirements and pre-screening tools Client intake Civil case details Adverse party details Conflict checks Case notes Recording important dates and tasks with the ability to easily add those dates to an

outlook calendar Submitting cases to the pro-bono portal Resource assignments (including staff, volunteers, and paid resources) Processes and communication tools for matching, approving, and managing volunteers

from the pro-bono portal Case close-out and recording of case outcomes

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Integration with Outlook Salesforce for Outlook is a native app that provides users with the ability to attach emails to Salesforce records and sync contacts, tasks, and events. Third party apps, such as LinkPoint360, are also available for Outlook integration. For users of the Volunteer Portal we will provide the ability to easily add important dates to their calendar through a downloadable calendar file. Timekeeping The system will allow both Salesforce users and pro-bono portal users to record hours against a case or other volunteer jobs including:

Assigning monetary value to hours at a system level, volunteer level, or task level Roll up of hours on a case to show total time and value provided Roll up of hours for a volunteer

Correspondence / Basic Pleadings The system will use native Salesforce email templates to generate emails and Conga Composer for generating print documents. Both email and print templates can be modified at any time by an admin user. Document Management During the discovery phase TechBridge will evaluate document storage needs to determine the appropriate solution. Options include the native Salesforce Files or third party solutions with Salesforce integrations such as NetDocs and Box.com. Easily Searchable Salesforce provides a global search functionality that will be configured to enable advanced search and to customize data columns shown in results. A custom search interface can be created to display results based on one or more field filters. Report templates will also be created with button on client and case records for the one-click passing of variables into the filter criteria. These results can be saved, printed, or exported to file. Ease of Reporting A set of pre-built reports and dashboards will be included with the package. Using the power of the Salesforce report builder, organizations will also be empowered to create their own reports. Flexibility in Design By both splitting each nonprofit into their own Salesforce instance and providing a managed package we will achieve the ability to make changes to the core package and push those changes out to each nonprofit while also allowing each nonprofit to make changes for their own instance. This provides flexibility in the growth of JusticeServer while also meeting the needs of each nonprofit.

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Portal Solution Proposal The pro-bono portal will be built using Salesforce Communities and will be the primary interface for attorneys and volunteers to participate in cases. Volunteer Registration We anticipate various types of volunteers (including attorneys, law students, paralegals, and other volunteers) will need to register an account and provide personal information, education details, bar and licensing information, practice areas, and subject matter expertise. We also anticipate a volunteer will need to provide preferences around types of cases they would like to work, availability, etc. Volunteer Approval Upon creating an account, a volunteer will only be able to see cases from organizations that have accepted the volunteer. During the discovery phase, we will refine the approval process and determine whether there may be a combination of automated criteria and manual approvals. We also anticipate varying levels of access, such as displaying only high-level details about a case until an assignment is accepted and conflict checks are passed. Attorney Profile After creating an account, a volunteer should be able to return to their profile to update information and preferences. Attorneys may also move between law firms and need to update their account. We also recommend exploring in the discovery phase how ratings or feedback may be submitted by the legal pro-bono organizations in order to facilitate informed decision making when choosing volunteers with which to work. As volunteers work cases and opportunities, we also anticipate wanting to roll up total number of cases worked and total hours worked. Pro-bono Coordinators We understand law firms may have designated pro-bono coordinators, and it may be desirable to have special functionality available in the portal to a pro-bono coordinator such as accepting or editing a case on behalf of another attorney from the law firm. We recommend these details be further explored in the discovery phase. Case Listings A volunteer will be able to see a list of available cases for which they qualify and from organizations who have granted them approval. We anticipate the need for search and filter criteria when reviewing the case list. Volunteers should be able to express interest in a case which should initiate a process of notifying the nonprofit who owns the case for approvals and next steps. Case Details & Updates Once granted assignment to a case, a volunteer should have access to additional case details and client contact details. The volunteer should also have the ability to manage updates and status of the case. Any updates will be synced back to the originating nonprofit’s Salesforce instance as well.

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Log Hours Volunteers will be able to log hours against a case or volunteer job at any time. Those hours will be synced back to the originating organization and made available in the volunteer’s profile. Case Closeout If an attorney completes a case or needs to stop working a case for any reason, the attorney will be able to provide outcome information or reasons for withdrawing from the case. Appropriate processes should then be triggered to notify the originating nonprofit for further action or review. Data Synchronization A bi-directional sync of select data elements will be created between each Salesforce instance and the volunteer portal. With the volunteer portal living in a Salesforce Business Org, a token will automatically generate with the install of the JusticeServer managed package - simplifying the authentication of the sync tool. We recommend considering the use of a sync tool such as Jitterbit to handle data synchronization, but further analysis will be conducted during the discovery phase. Integration with Kemps Prime CaseWorks During the discovery phase, we will work with the JusticeServer team and Kemps to identify the requirements for sharing of data between the JusticeServer volunteer portal and Kemps Prime CaseWorks. The use of a third party tool such as Jitterbit may also be a solution to this integration.

8. PROJECT APPROACH TechBridge is providing this project into two distinct phases. First, TechBridge will work with the JusticeServer Core Team in defining and documenting the business processes related to the scope of this project. Secondly, the defined business processes will serve as needed input for the development phase to build the Salesforce data management solution. Business Process Mapping & Requirements Phase TechBridge will work with the JusticeServer Core Team to produce process maps as related to the scope of this project. For this process mapping project, TechBridge will:

Review existing documentation and current version of JusticeServer Understand the current environment and processes to establish operational baseline Conduct planning sessions and interviews to capture processes Understand new and required functionality Create high-level process flows Present final process maps and requirements for review and approval

Delivery Phase Upon starting the project, TechBridge will ask the Core Team to assist with prioritizing the work effort. This prioritized work list will be broken up into small delivery phases. TechBridge will utilize the information gathered in the previous discovery phase to define a clear path for each delivery phase.

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TechBridge will work with the Core Team in an iterative process throughout each phase. Iterating through detailed requirements, build, testing, review and revision for each phase. Throughout the project, TechBridge will provide a monthly burn report identifying the actual hours worked during the phase.

METHODOLOGY TechBridge will implement using an Agile Prototyping methodology in order to maximize efficiency and develop the system as quickly as possible. TechBridge starts by gathering baseline process requirements during the first phase. From there, high-level business process flows are produced as they pertain to project scope. TechBridge defines these processes to a level required for proper design. It is important that the solution is defined by the business processes. This rapid prototype methodology of Agile development is made up of many sprints through the course of the project. Sprints are smaller segments of the project delivered iteratively for review and immediate feedback. This iterative approach to project delivery focuses on communication allowing visibility into the components of the solution and provide faster resolution to required changes. Each sprint involves a cross-functional team working in all functions: planning, requirements analysis, design, coding, unit testing, and acceptance testing. At the end of the iteration, we will demonstrate it to stakeholders to sign off. Fundamentally, communications are heavier in this approach to ensure that incremental work is consistent with the concept and design requirements. By communicating more and quickly turning out waves of deliverables, there are fewer surprises at the end of the process.

Agile development requires the project manager, developers and the client to commit to attending the meetings for each sprint. During these sprints, requirements are gathered from the client and simultaneously direct the developers to update the system architecture.

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The project manager will organize sprints around meetings per the model below. The client’s Project Champion must be present at each meeting in order to complete each sprint on time.

Following verbal client sign-off on a functional prototype, systems and integration testing will be conducted before connecting the system to the live environment. Then the client will complete user acceptance testing (UAT) and training before the system goes live. 30-days of dedicated support is provided following go-live.

TIMELINE TechBridge is proposing the following project timeline for this effort. We are estimating a 9-month project timeframe, dependent upon availability of the Core Team for project participation. The first couple of months will be spent conducting a deeper discovery of processes and gathering of detailed requirements. This timeframe is completely dependent upon the availability of the Core Team. User Acceptance Testing (UAT) also involves heavy participation by the project members involved in this project. Limited availability of the Core Team members, a delay in decision-making, or changes in design can impact the timeline below.

March April May June July August September October November December January Discovery and requirements gathering

Design Build QA UAT Training Release Deployment to Agencies Support

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The Salesforce.com platform is designed for scalability. The system can grow and evolve over time as needed. Functionality rolled out in phases to accommodate client priorities and budget. Once the system goes live, configuration of the Salesforce solution can be done by the client with some light training. As seen in the Trust Salesforce.com website noted previously, Salesforce handles billions of transactions daily. It’s a platform used and trusted by many Fortune 500 companies.

PROPOSED PROJECT TEAM The table below contains the TechBridge resources needed for this project. The Business Analysts who perform the discovery and functional requirements will be involved throughout the course of the engagement.

TechBridge Resource # of Resources Responsibility TechBridge Executive Sponsor 1 Oversees the strategic direction of the project Technical Project Manager 1 Manages and coordinates the day to day tasks and project team members Business Analyst 2 Gather functional requirements and fully understand business processes Master Architect 1 Responsible for overall design and solution delivery Developers 2 Develops solution following best practices, delivery standards and project design Quality Assurance (QA) 1 Ensures the solution delivered meets the delivery standards and client requirements Trainer/Instructional Manager 1 Conducts proper training and governs change management

ASSUMPTIONS From the Core Teams involvement in this project, the following assumptions are made:

An overall Project Manager will need to be made available from the Core Team There will be defined, published project roles and responsibilities, including a clear definition of the decision makers and how consensus will be achieved Agile methodology will be used and the customer will supply the necessary resources throughout the sprints to make that successful (as agreed upon by both sides) Success Metrics will be established A joint risk assessment will be done Subject matter experts who can make decisions will be made available Any existing system documentation will be made available Travel beyond the two trip identified in the cost section will be funded by the Core Team outside of this proposal

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The Kemps Prime team provides a properly designed API to allow for integration with this solution.

9. COST ESTIMATE SUMMARY TechBridge is estimating a one-time implementation cost of $348,000. On-going monthly costs details are provided below and are dependent on the number of users of third-party tools. Possible third-party software options are listed below and can be explored with the Core Team as part of the discovery and design phases. Throughout the project, TechBridge will provide a monthly burn report identifying the actual hours worked during each phase.

DETAILS The pricing estimates are based on the information provided in the RFP, the Q&A session provided on Monday, Feb 1 2016 and the experience TechBridge has in developing and deploying previous pro-bono solutions on the Salesforce.com platform. TechBridge is able to offer its services at discounted rates compared to for-profit companies, thanks to the generous support of our sponsors. TechBridge is proud to offer a blended delivery rate of $95/hour for this project. Detailed breakdown of pricing is shown in the tables below. The tables are divided to show estimated costs for development (one-time costs), ongoing monthly costs, and optional third-party costs. The development costs below INCLUDE:

Project Management Quality Assurance Testing (system and user acceptance testing) Training (admin and end-user)

Estimated Development Costs (One-Time) Item Estimated Cost Proposed Delivery Date Deliverables Implementation Costs: This estimated costs include project management, quality assurance, testing and training. Discovery & Requirements $ 24,360.00 March - April Process maps and requirements documentation in PowerPoint/Lucidchart and Word formats.

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Item Estimated Cost Proposed Delivery Date Deliverables CRM Build and Validation

Contact & Accounts Case Management Outlook Integration Timekeeping Correspondence / Basic Pleading Document Management

$ 118,320.00 Apr - Oct Salesforce.com solution based on agreed upon design and requirements. The Proposed Solution section of this response provides additional details.

Deployment to Core Agencies $ 17,400.00 Nov - Dec Deployment of the completed managed package to the 3 nonprofits using JusticeServer 2.0. Integration with Kemps Prime CaseWorks $ 34,800.00 Aug - Oct Integration with Kemps Prime CaseWorks. This is dependent on the Kemps Prime team provided a fully functional API toolset. Data Synchronization $ 41,760.00 Apr - Oct Data synchronization between the pro-bono Portal and managed package deployed at each nonprofit. Salesforce Communities (Portal) $ 73,080.00 Apr - Oct Design and configuration of the Salesforce Communities portal. Reports, Dashboards and Views $ 31,320.00 Apr - Oct Build and configuration of the necessary reports, dashboards and views Documentation $ 6,960.00 Sep - Dec System documentation and short, cheatsheets for end-users to access. Addition of field-level help where necessary. One-Time Estimated Implementation Costs: $ 348,000.00

Estimated Ongoing Monthly Costs

Item Estimated Monthly Cost Description Salesforce User License Fee $30 / additional license

10 donated licenses are provided by Salesforce.org Additional Enterprise level licenses can be purchased for $30/user/month from the Salesforce Foundation. Salesforce Communities Plus $ 800 Salesforce Communities Plus licensing to support portal access 2000 logins/month @ $800/month. This price needs to be negotiated with the Salesforce Foundation and a lower level license may be able to be used to reduce cost.

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JitterBit $1,750 JitterBit provides a 50% nonprofit discount (reflected here). The discounted price is $1,750 / month. JitterBit will be used to synchronize the data between the Portal and the instances of the nonprofits. Additional information can be found here: http://www.jitterbit.com/ Conga Composer $200 Minimum purchase is for 11 users. Conga Composer is used to generate specifically formatted documents using Salesforce data. This could be considered an optional add-on; however, it is generally used by most clients to produce sophisticated documents. Additional information can be found here: http://www.congamerge.com/products/composer Box.org $7.50 / user Box can be used for document management. Box provides a fully integrated solution with Salesforce. This allows the documents related to a case to be seen inline while looking at the Case Management module. Box provides the nonprofit community a 50% discount through Box.org. Additional information can be found here: https://app.box.com/services/salesforce The Business Plan is recommend: https://www.box.com/pricing/ TechBridge Support TBD (hourly based on usage) As discussed earlier in the Support section of this response, TechBridge offers ongoing support at $95/hour sold in blocks of 10 hours. The ongoing costs will vary based on the number of support hours utilized.

Optional Third-Party Costs

Item Estimated Monthly Cost Description DemandTools $ 0.00 DemandTools is a very powerful data quality and cleansing toolset for Salesforce. It is very generously donated to nonprofits. The commercial rate is $12,500 for 4 administrators. Additional information is located here: https://www.crmfusion.com/demandtools/ DocuSign TBD If needed, DocuSign provides electronic signatures and can integrate directly with Conga Composer and Salesforce. So documents can be sent via email for signature. TechBridge currently pays approximately $180 / month for 11 users. The exact cost for this

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Item Estimated Monthly Cost Description solution would need to be explored with DocuSign for use in Salesforce Communities.

Travel Costs While it is possible for all work to be done remotely and save on travel costs, TechBridge recommends the initial discovery and requirements gathering sessions be done in person. In-person sessions for these types of meetings have proven to be very effective and efficient in gathering the details needed. TechBridge is including two trips for no additional cost for two TechBridge staff members to come to Virginia. Any additional travel requested by the Core Team will be invoiced accordingly on a time and materials basis. Trip 1: Discovery & Requirements session comprised of a 2-day meeting with the Core Team. At the end of this session, a possible additional in-person session will be discussed. Trip 2: Training session comprised of a 1 or 2-day meeting with the Core Team. Data Conversion TechBridge does provide data transfer and conversion from the existing system to the new system. Data migration services are provided at the blended project rate of $95/hour. The size and state of the existing data is not known at this time and therefore is not included in the estimates provided in this response. For data migration, TechBridge will use a tool, such as DemandTools to manage the data migration. TechBridge will provide guidance in assisting the Core Team in cleaning their existing data and then handle the actual migration of the data into the new system. TechBridge has many years of working with nonprofits to migrate their data into Salesforce. The vast majority of every project we have managed has required data migration.