Digital Skills In Action Alisa Willows Managing Partner

Wolferstans Solicitors Est 1812 Plymouth, Plymstock, Plympton 184 employees 17 partners Aiming for £9m turnover 2018/19 Managing Partner since 2011 120 including partners Turnover £6.5m

Infrastructure 2008 Moved from in-house to hosted; citrix access 2011 Added case management and basic workflow 2015 Paper-light; rationalised print; post scanning 2016 Accounts package migration to encrypted SQL 2017 Acquisition – new branch; conversion; new infrastructure; training for TUPE staff 2018 so far Changed ISP; upgraded to 500mb/1GB Upgraded Telecoms from ISDN to SIP Obtained Cyber Essentials 2018 to do Move to Microsoft Azure datacentre Upgrade infrastructure from Office 2010 – Office 365 Windows 2007 to Windows 2010 Cyber Essentials Plus

Frustration Disconnect – apparently doing well but… Workflows ‘out of the box’ Time/prioritising – not using what we had to capacity Roll out of product to clients which was inadequate Difficulty holding providers to account IT in a silo Gap between digital use at home and in the office Lack of interest from partners Decided needed changed focus Became my priority for 2017/18 …but what?

The Missing Link Attended Alternative Legal IT Forum – 19/20 Sept Oxford Julie Hawker, Cosmic – HSBC The Digital Revolution – 29 Sept Invited her to do the presentation at our Partners Conference set for Jan 2018 Digital Leadership Course – Learndirect funded Mixed group of 10, one from each department 5 full day workshops – Nov 2017 to April 2018 Digital Vision – trends, new technologies, business direction Digital Operations – productivity, marketing, communication Digital Mindsets - people, skills, innovation attitudes Digital Roadmaps - modelling, project planning Project presentations and assessments blockchain/AI/video conferencing/digital twin/bots/agile working

Personal Digital Skills Journey

Personal Digital Skills Journey What I told the Board in October 2017 March 2018 Why? Because it’s not about tech, it’s about Client service People Culture Change management Being Human – at the heart of what we do

What’s next? Back to basics Data management programme – Cosmic associate to support and mentor skills in existing staff re cleansing and configuration CRM – consultant to train and mentor marketing team Further project work with Cosmic Workshops - digital group to champion Office 365 Develop policies for adoption and training materials Digital skills framework for firm/training needs assessment Individual project development e.g. virtual assistant Process remapping/Lean/redefinition Partner and Head of Department Workshop

What next? Budget Recruitment Compliance manager (my time/GDPR) Digital apprentice Digital marketing assistant Solicitor who can build specialism in advising clients on digital e.g. SAAS/hosting agreements

Smart Legal Experience Alisa Willows, Managing Partner awillows@wolferstans.com Direct dial 01752 292269 07855 990051