RESPONSE TO:

State of Alaska (Lead) Department of Administration

Request for Proposal

FOR:

NASPO ValuePoint Transcription Services

RFP 02 170007304-2

Prepared: March 22, 20117

Proposal Deadline: March 23, 2017 15:00:00 (Local Time)

Submitted by:

Verbatim Reporting & Transcription, LLC Contact: Kimberly C. McCright, CEO 1322 Space Park Drive, Suite C165

Houston, TX 77058 (281) 724-8600 (ofc)

EIN# 20-3914344 VENDOR CODE: VRT12347

Kimberly@verbatimrt.com

VERBATIM REPORTING & TRANSCRIPTION, LLC

RESPONSE TO REQUEST FOR PROPOSAL

EXECUTIVE SUMMARY

Executive Summary

It is an honor to be part of this innovative RFP for Transcription Services. Our industry has been for many years thought of as “Toothless Annie” transcribing from her bedroom, chain smoking while in her bathrobe and curlers. As reflected in your RFP for Transcription Services, Annie has taken a hiatus and has been replaced by forward-thinking, technology focused and humanity filled companies, providing top tier services to their clients. Competition breeds excellence, and in the case of this NASPO ValuePoint RFP, also provides potential cost savings to multiple states seeking similar services from qualified vendors.

As I’m sure you’ve become aware, there is a large variance in pricing and skill levels for transcription services across the U.S., often based on the lack of multiple firms in certain areas. The need for a one-stop source of skilled transcription firms to provide services is key to maintaining timelines and consistency for transcript production.

With the assistance of NASPO ValuePoint, you, as the Lead State in this RFP, are bringing together multiple firms with the skills necessary to prepare transcripts at a 90 percent or better accuracy.

Verbatim Reporting & Transcription, LLC (VRT), has been providing legal transcription services to state and federal judiciaries, quasi-judicial agencies, and firms, since 2005. We have created a niche market in our industry resulting from our dedication to innovation in digital technology and are known for our service excellence in the form of reliable and proficient transcriptionists who can think on their feet to meet the needs of their clients, and the quick turnaround of a quality transcript with minimal downtime. Although we embrace technology, we believe it should be infused with live bodies. We feel the combination of technology and passion for what we do sets us apart from other firms in our industry.

You are seeking responses from companies with extensive experience in medical terminology, legal and general, with the capability of providing these services to multiples states as they opt in through NASPO ValuePoint. These firms need to not only have excellent transcription skills as evidenced by their references and responses in this RFP, but they also need to be able to market NASPO ValuePoint and assist other states in utilizing their solution. This requires an innovative and forward-thinking company; this is VRT. As we have grown over the years, we have incorporated technology to provide our clients the assurances they need that their work is a priority, that their deadlines will be met, that the transcripts will be systematically and meticulously prepared, by a firm with the highest standards; this is VRT.

We have a wonderful group of transcriptionists, and the ability to quickly train additional transcriptionists as they are needed. Our response is focusing on general and legal transcription services to the State of Alaska and any other Participating States under this RFP. Although we have extensive medical terminology experience in the legal, judicial and quasi-judicial forums, we are not seeking to expand into medical transcription and will not be offering pricing in that area. To meet the demands of this RFP, we will be utilizing our proprietary resources which we have developed over the years and consistently update. We offer a secure portal for uploading of content, the ability to interact during and after business hours with VRT staff, and case status tracking. Most recently, we are putting the finishing touches on a complete company/client interface which again assists in promoting our industry and will also promote NASPO ValuePoint.

We again thank you for the opportunity to respond to this RFP and look forward to working together.

VERBATIM REPORTING & TRANSCRIPTION, LLC

RESPONSE TO REQUEST FOR PROPOSAL

E TO REQUEST FOR DOCUMENTED QUOTES

TECHNICAL RESPONSE

Section 4

TECHNICAL REQUIREMENTS

To be as concise as possible, we are responding to each requirement as laid out in the RFP)

Section 4: Administrative and Technical Response Requirements 4.1 Mandatory Minimums – As reflected in Section 4.5.1., Verbatim Reporting & Transcription, LLC (VRT), has been providing legal transcription services to entities across the United States since October of 2005. Our transcription experience includes highly contested confidential civil, criminal and administrative proceedings. We have vast experience in medical malpractice litigation cases, quasi-judicial and judicial proceedings, confidential employment hearings, divorce and probate proceedings. We have indicated our single point of contact who has the authority to enter into an agreement on behalf of VRT. Our office hours are 8:00 a.m. to 6:30 p.m. (local standard time); being that we are working with multiple states in varying time zones, we also accept telephone calls and communications from clients during their respective work days. We hold a current Alaska business license which has been attached for convenience. 4.2. NASPO ValuePoint Master Agreement Statement of Compliance We have read and understand all of the terms and conditions of the Master Agreement (Attachment A) and agree to be bound by same upon award. 4.2.1 Insurance We currently hold property and business insurance policies through The Hartford at the levels set forth in Section 20 of the MA. Prior to commencement of performance under this contract, VRT will provide to the Lead State a written endorsement as required in Section 20(a) through (f) of the MA. 4.2.2 NASPO ValuePoint Administrative Fee and Reporting Requirements We agree to pay a NASPO ValuePoint administrative fee as specified in Section of the NASPO ValuePoint Master Agreement terms and conditions, Attachment A. Our CFO, Eileen Foley will be responsible for providing the mandatory usage reports during the contract period. Her contact information is eileen@verbatimrt.com, and the corporate telephone number is 281.724.8600. We have reviewed Attachment E and find it acceptable.

4.2.3 NASPO ValuePoint eMarket Center We agree to cooperate with NASPO ValuePoint and SciQuest (and any authorized agent or successor entity to SciQuest) with uploading a hosted catalog or integrating a punch-out site. 4.3 Lead State Terms and Conditions We have read and understand all of the requirements of the Lead State’s specific terms and conditions, (a) through (g), set forth in Attachment G of this RFP. 4.4 Participating State Terms and Conditions We understand that participating states under this MA reserve the right to negotiate additional terms and conditions in participating addendums. We also understand we may be required to negotiate these additional terms and conditions when executing a participating addendum. 4.5 Technical Requirements 4.5.1 Experience and Capabilities

a. Verbatim Reporting & Transcription, LLC (VRT) was created in 2005.

b. Our corporate offices are located at 1322 Space Park Drive, Suite C165, across from NASA, in Houston, Texas.

c. VRT is a 100 percent woman owned, financially stable and viable S corporation that was incorporated in October 2005, with Kimberly C. McCright holding the position of CEO/President and sole shareholder. VRT does not have a Board of Trustees to slow down its adaptation to new client processes and procedures. Quite the opposite, VRT is a fluid moving corporation with complete support from its CEO.

Management Structure

d. We would like to introduce the key personnel who will be managing this contract.

Kimberly C. McCright and Shellie Schoellkopf

Kimberly C. McCright, CEO (Point of Contact) Kimberly contributes a vast wealth of experience and knowledge earned over the past 20+ years in digital reporting and transcription; her substantial achievements reflecting an ongoing total commitment to courtroom technology. As a past Board Member and Vice-President of AAERT, Ms. McCright played an integral part in obtaining certification and proctoring multiple test sites for AAERT, resulting in these exacting stenographic, e-reporting and transcription methods being utilized by jurisdictions throughout the United States, with its initiation in the prestigious Arizona Supreme Court. Other achievements amongst many include playing an active part in Business Industry Affairs, Littleton, Colorado mentor forums, completing a pilot project in Pima County Juvenile Court regarding implementation of digital recording, and writing the first draft of the transcription standards for Arizona – all of which reflect Kimberly’s forward thinking and commitment to education and training of skilled court reporters and transcriptionists using digital technology. She is also a Premiere Partner of FTR digital recording systems into the court market, and has been involved in the implementation and installation of FTR systems across the United States. Ms. McCright is also certified to conduct FTR trainings and instill best practices to both court personnel and transcriptionists using FTR based systems. Ms. McCright is widely respected in the e-court industry and her outstanding presentation skills, as well as her hands-on approach to the improvement of training, standards and protocols in the areas of recording and transcription, cements her position as a prominent figure in a most distinguished profession where perfection in recording and transcription is the expected standard. Experience and Qualifications - Kimberly C. McCright CEO/President Years in Business (2005-Present) Verbatim Reporting & Transcription LLC Incorporated in Arizona • Provide E-Reporting and Transcription services to various courts and agencies

throughout the U.S., some of which are: • Superior Court of Maricopa County • U.S. District Court - Tucson, Arizona • Federal Court Reporting Subcontractor for: *Argie Reporting Services * Burke Court Reporting * Free State Reporting, Inc. * Neal R. Gross & Company, Inc. *A/V Tronics, Inc. * On The Record Reporting • Eighth Judicial District - Las Vegas, Nevada

• Alaska Court System • Navajo Nation - Program for Self-Reliance • Achieved and maintain FTR Premiere Partner Reseller status - the highest level

of certification given by FTR. Consultant (2005-2006) • Developed and implemented the e-reporting division for Veritext, a national court

reporting firm with its main offices in New Jersey, as well as the transcription arm for same (creation of training manual specific to their clients).

• Preparation of responses to RFP/RFQ opportunities. Business Development Manager (2003-2005) A/V Tronics, Inc. Phoenix, Arizona • Successfully expanded e-reporting side of the company, created training

manuals for both e-reporting and transcription. • Grew company’s transcription base through contract acquisition. • Established branch offices in Denver, Colorado and Tucson, Arizona. • Strengthened existing relationships with contract holders in both e-reporting and

transcription. Owner (1990-2000) Colorado Transcription Service Denver, Colorado • Provided e-reporters (then analog) and transcriptionists to various courts and

agencies - covered court proceedings, depositions and quasi-judicial administrative hearings and public forums.

• Provided input to the Supreme Court to implement rule changes relating to e-reporters in the deposition market.

• Served as first beta test location for FTR and VoiceIQ - provided training for same to court personnel.

• Assisted states in the creation of transcription standards and guidelines. ACHIEVEMENTS 1990-Present * Active with Business Industry Affairs through the City of Littleton, Colorado -

mentor forums. * Successfully completed screening and testing process to obtain federal approval

as a transcriptionist for the U.S. Federal Courts. * Participated in presentations to out of state city government representatives

regarding small business development and the assistive services helpful to their growth and success.

* Obtained AAERT certification; later proctored multiple test sites for AAERT.

* Conducted the pilot project in Pima County Juvenile Court regarding implementation of digital recording.

* Appointed by the Arizona Supreme Court to serve on the Keeping the Record Committee, focusing on standards, rules, training and regulations for stenographic, e-reporting and transcription methods utilized by the courts.

* Presented to the Arizona Bar on e-court transcription procedures. * Served on the Standards Sub-committee and wrote the first draft of the

transcription standards for Arizona. * Elected to serve as Government Relations Chair and Board Member for AAERT * Was a presenter at national conventions on topics such as state of our industry,

the courts and technology. * Elected as Vice-President of AAERT (June 2006). * Resource for companies, courts and individuals wanting to learn about e-

reporting, transcription, standards and protocols for same. * Verbatim expanded to include Texas. * NACM member and convention attendee. * Attained Premiere Partner Reseller status with FTR (October 2012).

Shellie Schoellkopf is a marketing and operations guru and brings an energy and vitality to VRT where anything is possible. She joined VRT in January of 2013 through April of 2014 and rejoined our group in January of this year. On this contract, Shellie will assist in coordinating with the CEO and Production Manager to ensure the multiple moving parts in this contract are smoothly integrated with each other. As the Marketing Director, she will oversee promoting NASPO ValuePoint through multiple media outlets, online and as suggested by NASPO ValuePoint, through attendance at conferences and moving the brand forward to the other states that would benefit from this type of RFP.

SHELLIE SCHOELLKOPF 2738 Rimini Lane • League City, TX 77573 • 832-425-9937 (mobile)

With over 15 years of experience in various settings within the corporate environment, as well as a creative drive and strong desire to achieve personal and professional growth, I bring my expertise, networking skills and willingness to learn to the organization and continuously push for mutual success.

EXPERIENCE MARKETING DIRECTOR, JANUARY 2017 – CURRENT Verbatim Reporting & Transcription / VRT, LLC Houston, TX Manage marketing and promotional campaigns for VRT, LLC and its client companies. Provide support to CEO as well as corporate office management duties including court reporting/transcriptionist team coordination, travel arrangements, document control. Regular direct interface with senior judges and state officials throughout the country.

PARALEGAL/LEGAL ASSISTANT, JUNE 2015 – DECEMBER 2016 Sechrist·Duckers LLP Bellaire, TX Provide general litigation support to two partners of the firm. Perform legal and factual research, records research including statutes, legal articles, and codes. Draft legal documents including, pleadings, appeals, agreements, as well as applications, declarations and motions. Prepare correspondence, check and edit legal forms and documents for accuracy, and organize and track case files. Extensive work with probate matters, MUD districts and ad litem cases.

EXECUTIVE ASSISTANT, APRIL 2014 – MAY 2015 Charming Charlie Corporate Houston, TX Direct support to SVP of Real Estate, Director of Real Estate, Director of Construction, and Director of Real Estate Legal. Office management duties for the

department including team event and meeting coordination, heavy calendar management, extensive domestic and international travel arrangements, document control, desk duties (phones, appointments, meetings and maintaining office supplies), preparation of quarterly budget for department, preparation of REC meetings and coordination of approval process. Regular direct interface and intermittent support of CEO, CFO, and other senior-level members of the company. Spearheaded many smaller company events as well as participated on committee for large, company-wide events. Notable Achievements: Overhauled the committee site approval process Company-wide recognition within 6 months as top EA in recognition of ambition, punctuality, problem solving, and proactive approach.

ADMINISTRATIVE DIRECTOR, JANUARY 2013 – APRIL 2014 Verbatim Reporting & Transcription Houston, TX Direct support to CEO as well as corporate office management duties including court reporting/transcriptionist team coordination, travel arrangements, document control, front desk duties (phones, appointments, meetings and maintaining office supplies), light sales and marketing duties. Regular direct interface with senior judges and state officials throughout the country. PROPERTY ADMINISTRATOR, OCTOBER 2011 – DECEMBER 2012 Nabors Industries Houston, TX Maintain property accounts for employee housing, bunk houses, rigs and radio towers throughout North America. Ensure timely payment and work directly with executive management on the continuation of existing contracts.

EXECUTIVE ASSISTANT/CORPORATE ADMINISTRATOR, OCTOBER 2008 - OCTOBER 2011 Momentum Fitness Solutions Houston, TX Provide direct to support to the President and CEO, as well as manage corporate operations for the company, including payroll and HR responsibilities. Managed sales and service teams across the country to ensure smooth daily operations and consistent quality of work from all employees. Maintained billing and expenses for all contracts. Maintained product database for quoting system and managed communication with all product vendors and customers. Prepared correspondence and maintained President's office and files, maintained day- today schedule as well as handled extensive domestic and international travel arrangements.

ASST./MEMBER SERVICES; ACQUISITION, AUGUST 2007-SEPTEMBER 2008 The Greater Houston Partnership Houston, TX Provided support for the Member Services Acquisition department in daily tasks. Maintained database and ensured that prospects and new members were given prompt attention. Responsible for organizing and hosting a minimum of 12 events a year. Frequently assisted in hosting events for international dignitaries, local and national elected officials as well as prominent figures in communities local and world-wide.

EXECUTIVE ASSISTANT/OFFICE MANAGER, SEPTEMBER 2002 – AUGUST 2007 S&A Corporation League City, TX Managed the office of this busy general maintenance and construction company by maintaining employee schedules, timesheets, payroll and through site supervisions. Directly supported the president and vice president in their daily needs including screening phone calls and assisting callers as able, maintaining both calendars, scheduling extensive travel and creating itineraries, proofing contracts and bids and searching out business opportunities within the community.

EDUCATION GENERAL STUDIES, Summer 2002 - Spring 2004 San Jacinto College, Central Campus Pasadena, TX

SKILLS & ADDITIONAL INFORMATION • Driven to develop excellence in my department and grow throughout the company. • Able to perform job duties with minimal supervision. • Excellent leadership abilities and organizational skills. • Proficient in Microsoft Office and its components as well as the iMIS and ACT

database systems • Knowledgeable in Quickbooks and Texas Efile • Enjoy promoting and looking for new opportunities to incorporate the company and its

name into outside events. • "Can do" attitude and a flexible, positive attitude

e. VRT has five (5) office management/support individuals and a combined 32 transcriptionists, digital reporters and proofreaders.

f. Information on our company can be found on our website, www.verbatimrt.com. We also maintain an internet presence via Facebook, Instagram and Twitter.

g. Your point of contact for sales and services on this contract is our corporate office, 281.724.8600, where either Kimberly or Shellie can assist at any time.

h. Our client retention rate is 100 percent for the past three years. Many of our current clients have been with us from the very beginning in 2005. We are very proud of that fact and work diligently to continue to earn their respect and faith in our abilities to meet their transcription needs.

i. VRT was launched in 2005 with the goal to best serve our client, both agency and courts, by providing them professional and caring staff, excellent digital court reporting and a timely and accurate transcription of their proceedings. Having grown up and worked in the courts in Colorado Springs and later preparing their transcripts along with other counties in the State, VRT has taken that culture and intertwined it in its company policies and procedures. We understand the importance of the services we provide and are fortunate to work with transcriptionists who are the top tier in our industry. Our transcripts are a true and accurate representation of the proceedings held in any matter on any given day. We have been privileged to work with various courts and agencies throughout the years, and have been able to assist in determining the best processes and procedures for providing our industry’s services.

j. Over the past 3 years we have added the Texas Workforce Commission, Texas Education Agency and Jefferson County Court, 1st Judicial District of Colorado, as clients. We have structured our growth in a very controlled way, allowing for the development of technology/software solutions to effectively manage our clients’ needs.

k. As this is a multi-vendor award, VRT is offering its services to the State of Alaska, as well as all States utilizing the Master Agreement. Our infrastructure allows for rapid and controlled growth. We will not, however, sacrifice quality of services for quantity of pages. Our bottom-line has always been and will always be, the duty to our clients and the pride we take in preparing our transcripts to the best of our ability.

Customer Service – At VRT we pride ourselves on providing excellent customer service.

a. Our in-office hours are 8:00 a.m. to 6:30 p.m. local time. Our systems are set-up for telephone calls, if placed outside of those hours, to be forwarded to VRT personnel for assistance. We respond to emails out of work hours, 7-days a week. We believe that if an individual takes the time to call us, then we should take the time to answer the call and not force them to “press 1” for further instructions.

b. Client satisfaction and quality of service are high priorities of the company. VRT maintains these standards of service through our focus on client needs, the company's management structure, business practices and staff expertise. We have the depth of resources to provide fast turnaround of high quality transcription services, and are accustomed to meeting the specific transcription requirements for our varied clients.

Internal Quality Assurance Procedures We have adopted the KISS standard of doing business and based on this, have developed a very streamlined and user friendly approach to the scheduling of transcript preparation, distribution of same to ordering parties, and identification of potential issues with a case, client or transcriber. We have one point of contact with the authority to discuss cases, address concerns, and immediately implement changes. Quality Control/Tip meetings are conducted via Skype on a weekly basis with reporting and transcription teams and individual transcriptionists. Reporter issues, transcript format questions, issues, concerns, and new technologies are introduced at these meetings. Our daily work includes multiple quality control processes and checks that have been built in. The following list provides some examples of our quality system and approach:

• Close inspection of all process outputs to detect quality variations. • Continual monitoring of processes for effectiveness and efficiency. • Re-engineering of workplace practices and procedures as required to address

any consistent quality issues. • Continual liaison with clients regarding their satisfaction of service provided. • On a daily basis, the entire process of transcript production is monitored and

controlled and where variations in quality are detected, immediate steps are taken to identify the cause and to rectify the problem.

• Transcriptionists are informed of the contractual obligations relating to service level agreements with clients. Regular team meetings and training tutorials are held and provided by VRT to transcriptionists, proofreaders and in-office staff;

• Transcriptionists are provided with extensive research material to ensure that they are well versed with all technical situations and are encouraged to undertake additional courses that will assist their ability and understanding of the legal profession.

• VRT provides resources and internet research tools for all staff members to ensure accurate transcripts. We offer a high level of value-added in our provision of services as follows:

• Our approach to recruitment and training of staff. • A focus on skill development of Senior Management by providing opportunity for

professional and personal growth. • Empowerment of our Professional Managers inviting input and decision making. • Commitment to attracting and retaining high quality staff. • Research and Development for faster and more efficient ways of delivery while

maintaining cost efficiency and value.

• Encouragement of continuous improvement and innovation from management and employees in improving transcription services for clients.

• Continued attendance at Conferences relating to Education in relevant Technology.

• VRT consistently reevaluates our cost structures and systems and monitors and redefines cost management strategies as part of our ongoing business development.

c. VRT currently handles multiple accounts across the United States. Each client has their specific User ID/Password to access our secure servers. We have created a very robust case management system which operates as a SaaS and is available to our clients and contractors. Through this system, each user has a specific User ID/Password in order utilize the site features. They have dashboards which show each assignment, its status as it makes its way through production, messages between individuals regarding the assignment, and because of the way it has been created, it identifies any potential issues before they occur. Uploading of audio is a simple process via our website, again with secure User ID/Password access. We are happy to provide a demonstration of our system upon request. More information on our system is provided in the Technology section of our response.

d. We take customer complaints and service issues very seriously. As much as we would like to think we are perfect, we are human and mistakes happen. When they occur, it is our policy to deal with them as quickly as possible to limit any delays to the client. If we can resolve the issue immediately, we will. If we need to confirm content via audio playback or a reproof of a transcript, we will put that into the queue on a rush basis and deliver any corrections needed within 24-hours or on the deadline requested by the client.

e. We conduct periodic requests for level of satisfaction from our clients. We believe communication is key in every facet of our company. We will email and call to nurture and grow our client relationships. We view our role in the transcript production to be integral in the success of an agency and their staff and want to ensure that we are meeting your needs. We provide all client feedback to our transcriptionists, positive and negative.

f. VRT transcriptionists are taught to include with their completed transcripts a list of verified and unverified spellings, indiscernibles, and audio problems related to their transcript. While in proofreading, items in the list are addressed and corrected, if warranted. VRT transcriptionists are held to a 98 percent standard and are continuously educated on new procedures, formats, better and more efficient ways of transcribing and producing the record for our clients. We audio proof all our transcripts before they are released to our clients. We provide constant feedback on their performance, and we welcome the same from our clients.

g. It is difficult to predict when a large order might bottleneck a company and we do our best to communicate with clients to determine the ebbs and flows of their transcription needs. Over the years, we have developed an extensive training program for transcriptionists and proofreaders which consists of training videos on format, jurisdictions, legal terminology, general terminology and content. Our software has a component to recruit and train new transcriptionists and proofreaders with an immediate outreach to professionals in our industry to add transcriptionists to VRT.

Technology a. The proprietary solution we have developed for client management in a nutshell

works as follows:

1. Assignment is uploaded to VRT by client;

2. Transcriptionists are notified that there is a job that meets their criteria;

3. Transcriber clicks the button asking to take the assignment, agrees to meet the deadlines;

4. VRT receives notification that someone has asked for the assignment;

5. Case is assigned; notification is sent out to transcriber on assignment;

6. Client receives message that the case is in production and status;

7. Transcriber begins work – notification that they’ve started transcribing;

8. Transcriber completes work – uploads to proofreaders;

9. Proofreader receives notification of assignment;

10. Notification goes to client – assignment is completed and is in proofreading;

11. Proofreader completes assignment – uploads final;

12. Client is notified that the assignment is completed; delivery is made to ordering party.

This system allows a client to access their specific dashboard to instantly see what assignments have been transcribed at any given time. This enables both the client and VRT to generate reports regarding their assignments.

b. The beauty of our solution is that while the clients may be decentralized, we are not; orders can be submitted 24 hours a day, 7 days a week, from any state and location. While this solution is very robust, we also have the traditional and secure upload of audio to our server and confirmation of orders via email. We have built into this traditional system a backup calendaring and email notification to clients and VRT staff, to ensure timely delivery of transcript assignments.

c. We accept all audio formats; .wav, .mp3, FTR, JAVS, CourtSmart, .avi, Liberty. Accompanying documentation is accepted in Word, WordPerfect, Excel, PDF, ASCII.

4.5.2 Data Security & Confidentiality

a. We take every step to safeguard sensitive information contained in audio provided by our clients, as well as any documentation which may contain identifiable information on an individual. We will address our security protocols via our server first. We utilize STF as follows:

We use SAS70 type II / SSAE16 compliant data centers to ensure that private data is protected. It is the industry gold standard for the robust delivery and security of data. Not all data centers are able to meet such strict standards. We take extra steps with encryption to protect our client’s data. One of the major security concerns around encryption is managing the keys used to encrypt and decrypt the data. Key Life Cycle - Best practice calls for rotation of encryption keys. Our encryption process uses unique keys for every transfer and the keys are only valid for the life of the data (defined by the customer). Encryption keys are never re-used. Key Storage -VRT does not store encryption keys used to encrypt client’s data. Key Location - Each encryption key is derived from multiple unique data sources. These data sources for the life cycle keys are maintained in a completely separate data center from any files being transferred.

Automated data handling by our file system ensures that your files remain under your full control. Once a file has reached its expiration date, our system automatically and permanently deletes the file from our servers. All available file storage space is constantly being utilized by the file system, and the storage space that once held your file is rewritten to hold new files as they are uploaded to our servers.

VRT takes the handling of customer data seriously. From the time the upload of the file starts, we take all means possible to protect the data all the way until it is completely removed from our system. Each data object that our client sends is encrypted and has a set time to live on our system. When it comes time to expire the data, we utilize a proprietary deletion process to completely and securely wipe the data from our system. Simple deletions of this data would be unacceptable, so we take several steps, including making multiple passes over the data with random data, to render it unrecoverable. There are no tapes or other backups. You can have peace of mind, your audio transfer was secure, complete and private.

All data transmissions are protected using military grade 128-bit Transport Layer Security (TLS) encryption. This ensures that your data is never exposed during transport from your computer to our data center. In the unlikely event of data being intercepted during transport, our end-to-end TLS encryption ensures your data is unreadable.

Every user is required to sign-in using a Hypertext Transfer Protocol Secure (HTTPS) enabled browser via our website, thereby protecting the password and user ID login information from electronic eavesdropping. No user may access an account without a unique, registered user ID and password. HTTPS connections are used to secure web payment transactions, and for other highly sensitive transactions that occur between computer systems and servers. HTTPS ensures a secure pathway is created over the Internet, wherein multiple systems interconnect and pass information between each other.

To further protect your data, clients have the option to password protect file download links. Password protection has the primary advantage of limiting file access to only the party with whom you wish to share the file. With password protection enabled, no one may download your file without the correct password.

We prefer the highest level of data sensitivity, so we encrypt your files while they are stored on our server. This extra security measure protects your data in the extremely unlikely event of unauthorized access to the data servers. Even if an intruder could access your data, it would be encrypted using military-grade 256-bit Advanced Encryption Standard (AES) security.

In addition, our application allows the option to use many advanced security features. Secure Simple Mail Transfer Protocol (SMTP) allows you to use your preferred email system to deliver our automated notification email in a secure manner. Also available are advanced administrator controls for customization, and even isolated file storage to ensure that there is no intermingling of data.

We understand that the loss of PII can result in substantial harm to an individual and we know we have a responsibility to protect that information. All individuals affiliated with VRT are provided guidelines on working with confidential information which they execute prior to beginning work with VRT (sample attached). Any documentation containing sensitive information, if stored at VRT during preparation of transcription, is secured and maintained under the direct control of VRT personnel. Upon completion of the assignment, sensitive documents are either returned to the client or destroyed by VRT so the information cannot be read or reconstructed.

b. As in Section 19(a) –(c) of the Scope of Work (SOW); In the event of a security event, we would immediately notify the Lead State contact and ordering agency under the parameters set forth in the SOW. Additionally, we would follow the protocols set forth in the security breach notification laws which were enacted by forty-seven states on February 24, 2017 regarding notification of security breaches of information involving PII.

c. All individuals affiliated with VRT are provided guidelines on working with confidential information which they execute prior to beginning work with VRT

(sample attached). Additionally, we have established the following policies on confidential information:

At VRT, we have designed our company confidentiality policy to explain how we expect our employees to treat confidential information. Employees will unavoidably receive and handle personal and private information about clients, partners and our company. We want to make sure that this information is well-protected.

We must protect this information for two reasons. It may:

• Be legally binding (e.g. sensitive customer data.) • Constitute the backbone of our business, giving us a competitive advantage (e.g.

business processes.)

Scope This policy affects all employees, including board members, investors, contractors and volunteers, who may have access to confidential information.

Policy elements Confidential and proprietary information is secret, valuable, expensive and/or easily replicated. Common examples of confidential information are:

• Unpublished financial information • Data of Customers/Partners/Vendors • Patents, formulas or new technologies • Customer lists (existing and prospective) • Data entrusted to our company by external parties • Pricing/marketing and other undisclosed strategies • Documents and processes explicitly marked as confidential • Unpublished goals, forecasts and initiatives marked as confidential

Employees may have various levels of authorized access to confidential information.

What employees should do:

• Lock or secure confidential information at all times • Shred confidential documents when they’re no longer needed • Make sure they only view confidential information on secure devices • Only disclose information to other employees when it’s necessary and authorized • Keep confidential documents inside our company’s premises unless it’s

absolutely necessary to move them

What employees shouldn’t do:

• Use confidential information for any personal benefit or profit • Disclose confidential information to anyone outside of our company • Replicate confidential documents and files and store them on insecure devices

When employees stop working for our company, they’re obliged to return any confidential files and delete them from their personal devices.

Precautionary Measures

We’ll take measures to ensure that confidential information is well protected. We’ll:

• Store and lock paper documents • Encrypt electronic information and safeguard databases • Ask employees to sign non-compete and/or non-disclosure agreements (NDAs) • Ask for authorization by senior management to allow employees to access

certain confidential information

Exceptions

Confidential information may occasionally have to be disclosed for legitimate reasons. Examples are:

• If a regulatory body requests it as part of an investigation or audit • If our company examines a venture or partnership that requires disclosing some

information (within legal boundaries)

In such cases, employees involved should document their disclosure procedure and collect all needed authorizations. We’re bound to avoid disclosing more information than needed.

Disciplinary Consequences Employees who don’t respect our confidentiality policy will face disciplinary and, possibly, legal action.

We’ll investigate every breach of this policy. We’ll terminate any employee who willfully or regularly breaches our confidentiality guidelines for personal profit. We may also have to punish any unintentional breach of this policy depending on its frequency and seriousness. We’ll terminate employees who repeatedly disregard this policy, even when they do so unintentionally.

This policy is binding even after separation of employment.

VERBATIM REPORTING & TRANSCRIPTION, LLC

RESPONSE TO REQUEST FOR PROPOSAL

REFERENCES

FOR DOCUMENTED QUOTES

Client Reference Form

o aror In

Client Infornration

Thc person providing the refcrence, as idcntilied abo lirllowing infonration. This person must be aresponsible party ofthc organization fbr which thc work was perfonned. This pcrson should have comprehcnsivc knowledgeabout the project and lhc corrpany's (Offeror) rotc and rcsponsibilitics within the projcct

l. Briefly describe the services provided by the company identified above.

Transcription of digitally recorded court hearings at the ordinary State Rate or ExpeditedRates as requested by parties.

rnust providc

Company Name (Offeror): Verbatim Reporting& Transcription LLCName of Project: State Solicitation

Company (Offeror) Address:1322 Space Park Drive Suite C165Houston, TX 77058

Organization Name (Client): l"' Judicial District- State of Colorado

Organization Addrcss: 100 Jefferson CountyParkway Suite 3030 Golden, CO 80401

Person Providing the Reference:Wendy Hagstrom

Title:Administrative Specialist IIEmail address:wendy.hagstrom(@ludicial.state.co.us

Phone Number: 720-112-27 45

Reference !!g44.!g19 & Date:3-22-2017 l,te,^a, {. l+r*r/n,,"-

2 Rate each ofthe following concerning this company's performance using the ratings below:S - Strongly Agree/Very PositiveA - Agree/PositiveN - NeutralD - Disagred NegaliveF - Failed

A. This company ensured the project deliverables were completed on time and within theagreed budget.B. This company provided the appropriate resources to the project.C. This company was knowledgeable in providing the services.D. The business relationship with this company was positive and cooperative, versusnegative and adversarial.E. This company provided open, timely communications, and was responsive to our needsand requirements.F. I would choose to work with this company again.

Additional Conments:Verbatim Reporting is our "go to" transcribers out ofall the contracted transcribers we have with the 1'r

Judicial Courts. They have the stat'fing and capacity to take on larger trials and multiple requests andare willing to complete the work in a quick tumaround time when rcqucstcd at the cxpedited ratc. I cancount on qualimpeccable.

ity, quantity and timeliness with them l00o/o. Their availability and response time is

RatinqS

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VERBATIM REPORTING & TRANSCRIPTION, LLC

RESPONSE TO REQUEST FOR PROPOSAL

SCOPE OF WORK

Attachment B: Scope of Work (Section 4.5.4.)

A.1. GENERAL TRANSCRIPTION SERVICES 1. We specialize in legal transcription. We can perform general

transcription services as defined in the Scope of Work (SOW). 2. We have all the necessary equipment to provide complete transcription

services as required in the SOW. 3. We regularly transcribe multiple forms of audio recordings into text, as

well as video files into text. 4. VRT transcriptionists are continuously evaluated. All transcriptionists

are proofed 100 percent against the audio. Once a transcriptionist has been released from 100 percent audio proofing, their transcripts are 100 percent content proofed, with a minimum of ten percent audio proofing required on each transcript. In the final stages of production, transcript content is verified as to proper terms, spellings, and format.

5. We have two methods of uploading content to VRT; one is via our website into our secure server. We have gone into detail in Section 4.5.1. Each user is issued an invitation to upload audio to our server, creates their specific password, and is then able to upload audio to our server. Content is encrypted in transit to our server. Upon successful upload, clients receive a confirmation that their content has been uploaded. Clients can also receive messages when their audio has been downloaded for transcription.

6. As audio is uploaded to our server, we receive notifications which identify the party who uploaded, the size of the content, and any other notes provided by the client. In the event the client has audio cassettes, CDs or other physical formats which they are unable to upload to our server, we will provide shipping labels on demand to the client.

7. Upon completion of a transcript, the client can review the work, make any changes it deems necessary, and those corrections would be made at no additional charge within the prescribed 24-hour time period. a. VRT transcriptionists are held to a 98 percent standard and are

continuously educated on new procedures, formats, better and more efficient ways of transcribing and producing the record for our clients.

8. Upon initial notification of a transcript request, our first question is deadlines as our rates vary based on turnaround time. We will work with the participating entities to determine each deadline as the assignment comes in for preparation.

9. We maintain a record of all transcription assignments as they are received. Currently our logs track the entity, the case name, number, ordering date, length, transcriber assigned, proofreader assigned, pages estimated and actual pages, dates due from transcriptionists,

date due to client, and any additional notes specific to that assignment. Our software solution also has a dashboard feature which allows companies to see their assignment data at any given time. We can provide information on all cases in a matter of minutes or instantaneously, depending on which method of tracking is requested.

10. As legislative changes or administrative rule changes are enacted or adopted during the term of this contract, VRT will comply with those provisions at no cost to the participating state.

11. VRT assumes all risk for security of its premises. 12. VRT does not have title or rights to any of the data it receives and

transcribes for a participating entity. Once completed, the data/audio provided by the participating entity is removed from our server.

13. As we do not regularly provide general transcription, if we were requested to accept recorded dictation 24 hours a day, 365 days a year, we would implement the use of the cloud dictation platform. In our review of its services, it meets all the requirements as laid out in 13(a), 13(b) and 14.

14. More information on http://www.clouddictation.com/faq.php. 15. We will adhere to each participating state’s requirement for maintaining

recordings. Our systems easily segregates each client’s needs for retention of recordings.

16. Our transcriptionists understand and apply correct English grammar, spelling and punctuation skills to their transcripts.

17. Our daily work includes multiple quality control processes and checks that have been built in.

The following list provides some examples of our quality system and approach:

• Close inspection of all process outputs to detect quality variations. • Continual monitoring of processes for effectiveness and efficiency. • Re-engineering of workplace practices and procedures as required to address

any consistent quality issues. • Continual liaison with clients regarding their satisfaction of service provided. • On a daily basis, the entire process of transcript production is monitored and

controlled and where variations in quality are detected, immediate steps are taken to identify the cause and to rectify the problem.

• Transcriptionists are informed of the contractual obligations relating to service level agreements with clients. Regular team meetings and training tutorials are held and provided by VRT to transcriptionists, proofreaders and in-office staff;

• Transcriptionists are provided with extensive research material to ensure that they are well versed with all technical situations and are encouraged to undertake additional courses that will assist their ability and understanding of the legal profession.

• VRT provides resources and internet research tools for all staff members to ensure accurate transcripts.

18. If it is determined by VRT that a recording is of such poor quality as to render it inaudible, we return the recording to our client to confirm that they deem it inaudible. If they determine the audio to be audible, we transcribe the portions that we can hear and notate the (inaudible) areas of the recording per client specifications.

19. We agree to tracking all security events and reporting same immediately, as defined in (a) through (c) of this section.

20. Agreed. 21. VRT has never outsourced work outside of the United States. It goes

against our business model to do so. All VRT transcribers are in the United States and are United States citizens.

A.2. MEDICAL TRANSCRIPTION SERVICES We are not a medical transcription firm and are not responding to this portion of the solicitation. A.3. LEGAL TRANSCRIPTION SERVICES

30. We are a highly skilled legal transcription firm and have been providing transcription services to multiples states across the United States since 2005. We believe in our judicial and administrative process and the role we have been fortunate to play in that process on a daily basis. As one of the few true sole source providers of digital reporting, transcription, consultation and training to courts and agencies, and based on our background in the legal system, we are in the unique position of understanding what courts and agencies expect from their reporting and transcription vendors, what litigants hope to achieve in their cases, and what the best tools would be to achieve all parties’ goals and objectives.

We approach each project in the same manner. At the outset of a new relationship with our client, we meet with them to go over their procedures and expectations, we circulate to all transcriptionists the new format, create the templates for reference, and familiarize our in-office staff with the upload, delivery and any other procedures specifically related to that client.

Digital Transcriptionists/Subcontractors Listed below is a summary of the types of credentials and experience held by VRT digital reporters and transcriptionists. • Bachelor of Arts • Associate’s degree - Secretary Science Legal • Certified Professional Legal Secretary

• Certified Paralegal • 30 years of experience - AAERT certification/Federally approved • 18 years of experience - AAERT certification/Federally approved • 15 years of experience - Federally approved/AAERT member • 25 years of experience - AAERT certification/Federally approved • AAERT Members - CETs/CERTs VRT transcriptionists are held to a 98 percent standard and are continuously educated on new procedures, formats, better and more efficient ways of transcribing and producing the record for our clients. We provide constant feedback on their performance, and we welcome the same from our clients. VRT transcriptionists are taught to include with their completed transcripts a list of verified and unverified spellings, indiscernibles, and audio problems related to their transcript. While in proofreading, items in the list are addressed and corrected, if warranted. VRT ensures, selects, and supports its team in several ways:

• Fast accurate typists with not less than 85 wpm. • Skilled staff, most having multiple years of legal background. • Comprehensive and high quality training and support for staff. • Multi-skilled staff to backup other staff in an emergency. • Engagement of specialist support staff to process documents/exhibits and

proofread transcripts. • Careful selection of teams to work on cases, considering their combined skills,

specialization and ability to work together. • Staff has in depth knowledge of various client needs across different states

and jurisdictions. • Availability of regularly updated procedural manuals. • Creation of glossaries for teams to share the correct spelling of names,

technical terms, cases, etc. • Availability of a wide range of current reference material in both hard copy and

electronic formats. • Identification of experts in various industries that we have immediate access

to, to verify technical terminology, etc. • Use of macros to assist typist consistency and speed. • Open communication channels and flat organization structure. This flow of

communication is vital for accurate and timely delivery of reporting and transcription. This has further been improved with the implementation of electronic systems.

We follow an in-depth but simple process when it comes to training our transcriptionists. This method is used for new transcriptionists and for special training for new clients. The following steps are undertaken:

• Prepare - Trainer and Trainee notified of starting time. Trainer prepares all

necessary equipment and training materials. • Present - Trainer goes through introduction to client processes for

transcription and takes the trainee through all training resources including transcription software/equipment, our computer systems, manuals, samples, macros, etc. Trainee shadows a “buddy” to get him/her started.

• Tryout - Trainee begins to type delayed transcript or log notes and asks any questions during this process if necessary. Trainer is on hand to assist where necessary.

• Follow up - Trainer sound checks work completed by Trainee and provides detailed verbal and tracked feedback to ensure trainee understands any errors picked up, key words missed.

• Steps 3 and 4 are continued over a period of two weeks or until both Trainer and Trainee are confident trainee is ready to be trained on providing the services as required. Feedback is provided on an ongoing basis to all transcriptionists regardless of experience.

VERBATIM REPORTING & TRANSCRIPTION, LLC

RESPONSE TO REQUEST FOR PROPOSAL

Marketing of the NASPO ValuePoint Master Agreement

As this is a new concept for transcription services, we are learning about the NASPO ValuePoint way of doing business and agree with their collaborative approach to providing the best value for services of this type to participating states.

a. It would be our intention upon award of the Master Agreement (MA), to contact the participating states and market our services under the MA to those states. We have been familiarizing ourselves with the NASPO ValuePoint site and their marketing tools and suggestions and would utilize their available resources to become a power user of the MA. We have an in-house marketing team and would dedicate a portion of their duties to successful implementation of the MA.

b. If permissible, we would contact various states who have shown an interest in NASPO ValuePoint and seek their opt-in to this MA. Additionally, educating other potential CPOs on the benefits of the MA and its value for their state would be something we would market.

c. It’s our understanding that each participating state can define an additional scope for their work, over and above the SOW listed in the MA. We would work directly with the Lead State and NASPO ValuePoint to ensure that the SOW is being met with each participating state.

d. Work performed under this MA would have a separate category within our accounting system designating it as part of this MA. Calculations of fees to be paid and due dates for those fees would be run on a quarterly basis and allocated as NASPO ValuePoint fee payments. This is an internal process which would be overseen by our CFO, Eileen Foley.

e. NASPO ValuePoint is the expert in marketing and promoting the use of master agreements with states across the U.S. We do not see a challenge in working with their staff. We are open to implementing their strategies and growing the base of participating states in this MA.

VERBATIM REPORTING & TRANSCRIPTION, LLC

RESPONSE TO REQUEST FOR PROPOSAL

PRICE AND COST PROPOSAL

(Provided separately)

VERBATIMREPORTING&TRANSCRIPTION,LLC

RESPONSETOREQUESTFORPROPOSAL

ADDITIONALINFORMATION(Alaskabusinesslicense,ConfidentialAgreement,andAddendum

acknowledgements)