Record time: How implementing a digital case management solution can enable legal firms to improve productivity

06
Nov
2012

Mark Kirpalani

Fast and efficient document capture technologies can significantly speed-up distribution of essential documents and in some cases contribute to a reduction in case handling times. Here, Capital Capture managing director Mark Kirpalani explores the business-wide advantages of digital case management

In an industry where time really does come at a premium, the ability to efficiently manage case workloads and their raft of associated documentation is extremely valuable. For this reason, many firms in the legal sector are beginning to realise the strong potential that a digital case management solution can offer, particularly in streamlining fee earners' workflows.

One of the biggest advantages of the technology is that it can be used to reduce the time it takes to manage cases by enabling the electronic movement of files and data between partners and other case workers.

By centralising access to electronic documents, employees can store, retrieve and share files whilst adding on-going updates more effectively. Collaboration across projects and departments also becomes easier because employees and authorised third-parties can all access data from a centralised source, resulting in better decision-making.

Rather than storing paper documents at stricter expense, a centralised secure hosting environment also contributes towards disaster recovery requirements. In addition, a full audit trail can be kept for each document, helping to satisfy compliance regulations.

Gold-standard case management

The Liverpool-based legal firm Goldsmith Williams is one such organisation to receive a productivity and efficiency boost from digital case management.

Prior to switching to the technology, its manual processes of post allocation, filing and maintaining had made retrieving client files extremely laborious and prevented solicitors from prioritising case work. Delays in receiving the appropriate documentation could also significantly lengthen the time taken to resolve a case and it was possible for important paper files and records to become misplaced.

On average, the firm, which specialises in several areas of law including financial claims, re-mortgage, conveyancing, equity release, road traffic accidents, wills and probate, receives between 7,000 and 8,000 incoming documents per day. This includes property contracts, legal charges, invoices, court documents, office copy entries, building insurance certificates, medical records and statutory declarations.

With its case load and associated correspondence increasing, in 2007 Goldsmith Williams chose to implement a document capture system to reduce the number of non-productive hours that were being spent each day on administration tasks.

The digital case management solution it chose facilitated an immediate improvement to the incoming mail distribution and management process. Whereas previously, documents were sorted into various pigeon holes and then physically transported around the five storey building, the new solution enabled approximately 8,000 pages of incoming paper-based correspondence to be scanned and categorised on a daily basis.

With the distribution of documents and general communication across the firm made easier, Goldsmith Williams' fee earners have since been able to handle higher numbers of individual cases and reduce some case handling times. As a result, the firm has succeeded in managing additional growth through increasing the capacity of existing staff.

Timely benefits

In all, Goldsmith Williams delivered efficiencies across many areas of the firm. Administration times have been reduced by 33 per cent overall and 98 hours of non-billable fee earner's time is saved per week. Time saved through document process efficiencies has also enabled administration staff to take on more routine aspects of case management to further assist fee earners.

Digital case management has provided Goldsmith Williams with better business continuity, a more transparent audit trail, easier document traceability and greater file accessibility. Essential documents are distributed and with the relevant person far quicker than before, and the dependence on paper-based documents has greatly diminished.

The system has reduced the need for huge filing cabinets and, as Goldsmith Williams no longer sends archive material off-site, it does not need to pay document retrieval costs or wait to retrieve files. It has also made compliance with outcomes-focused regulation (OFR) specified by the Solicitors' Regulation Authority easier to demonstrate, as the firm can now access and show audit trails electronically.

Better document workflows, better business processes

When implemented correctly, digital case management technology can contribute to an increase in employee productivity, improve speed of communication and reduce or eliminate the cost of storing volumes of paper documents and files.

The opportunity for legal firms to manage and retain information more efficiently is also fast becoming essential for compliance, while greater accessibility of critical business documents presents a distinct advantage for business continuity. Significantly, digital case management can enable firms to bring in flexible working arrangements, providing fee earners with the capability to operate from home using remote access when required.