ILTA Professional Services Peer Group Client Service: Getting to Know Your Business & Making a Difference

The Challenge The Former Process The New Process Keys to Success Early Results Questions / Comments Agenda 2

The Challenge

The Economics Billable Hours, Full Time Equivalents (FTEs) Financial State of Clients Alternative Fee Arrangements (AFAs) Faster, Better, Cheaper The Efficiencies Disruptive Technologies Automation (document assembly, e-Learning, Internet) Work from Anywhere – Always On Project Management What’s so special about a law firm? 4

The People Partners, Associates & Other Timekeepers, Chiefs, Directors Diverse organizational structure for reporting and approvals Urgent Fury Need it now, yesterday Different Levels of Technical Acumen – Bridge the “Digital Divide” What’s so special about a law firm? 5

Our Firm’s History Legacy Law Firms – Multiple Combinations Patchwork of ~ 900 Applications Modernization Consolidation / Standardization Better Support / Knowledge of What Exists Innovation Making the Most of New Ideas Can we Recycle / Upcycle? Our story 6

Maximizing Return On Investment (ROI) Start Simple, Don’t Upsell Solutions Good Requirements and Planning are Crucial Quantitative return on investment is elusive to reliably calculate, but the impact of poor requirements or scope management can be measured. IT Transformation 7

Collaborating Concierge Service Building Relationships and Collations Acting as “the Bridge” IT Transformation 8

Adopting Client Centric Development Develop What the Users Really Need Not What they Really Want to Drive Adoption and Success End Users Must be Engaged in the Process Embracing a Holistic Approach to Solutions IT Transformation

The Former Process

How the customer explain it. How the project leader understood it. How the analyst designed it. What the beta testers received. What the customer really needed. What marketing advertised. How it was supported. How the business consultant described it.

The New Process

Established IT Governance Business Cases (Charters) for Projects Sponsorship / Approval / Support from Respective Chief Presentation of Approved Efforts to IT Governance Committee Prioritization of Approved Efforts by IT Governance Committee The New Process

Keys to Success

Listening and Observing Creating Relationships Building Confidence and Trust Delivering Results Continuing the Conversation Being Flexible in Approach and Process Demonstrating Patience and Professionalism Keys to Success

Active Listening Repeating in Our Own Words Documenting the Discussion Interpreting Spoken Requirements What is Stated isn’t Always what is Desired Understanding the Vision – Where and How Be Cognizant of what People Say – Look Beyond the Words Listening and Observing

Top Down / Bottom up Approach Executive Sponsor Down to the Data Entry Clerk and Back Observations Do they Do what They Say? Body Language Communicates More than Words Listening and Observing

Communicating Regularly Push and Pull Information “Here is what is going on with us. What is going on with you?” Find reasons to interact beyond meetings and projects Be Compassionate Learn Who Your Sponsors / Business Partners are Ask questions, “How can I help you?” or “What would make your job easier?” Creating Relationships

Communicate, Communicate, Communicate Determine Best Channel of Communication for Audience Consistency Messages Actions Be Succinct, Fact-Filled and devoid of Platitude and Double Speak Discretion Building Confidence and Trust

Lead by Example Find Solutions not Scape Goats Share Accolades Positive Reinforcement Kindness is not Weakness “We” not “Me” Building Confidence and Trust

You guessed it – keep communicating!! Continuing the Conversation

Incremental Wins Look for Opportunities for Interim Victories Do the Small Things Well Meeting Minutes Agendas Delivering Results

One Size Does Not Fit All Processes – Guides / Directions Not Edicts / Excuses Know your Audience Waterfall, Agile, SDLC – Software Development Don’t be Afraid to Change but Understand Why you Need to Change Flexible in Approach and Process

Patience and Professionalism World Moves at Two Speeds – Both Require Patience There is Only One Road to Take – the High Road Leave your Own Biases and Preconceived Notions at the Door Avoid the “Middle” Organizational/Political Acumen Patience and Professionalism

Early Results

Improving Relationships with IT Increase in Communications Consultation Engagements More Participation in Project Planning and Awareness Greater Interest in Project Updates / Ownership Adoption of these Processes in Other Departments What we are Seeing

Open for Questions / Discussion Private Contact – Questions or Comments