SLT Meeting - 28 th November 2005 Introduction to the CCMS Pilot – Counsel and Chambers 19 th June 2012

WELCOME CHAIR: Damon Norville, Change Director, Legal Services Commission 2

An introduction to the programme An overview of the pilot What this means for counsel and chambers in the North East A chance to see how the system looks and works A look forward at preparing for October How we will support you with the preparation How we will work together with counsel and providers during the pilot Overview of today

Introductions Kelly Ellis, Implementation Manager Tracey Courtenay-Williams, Bar Contract Manager Sinead Reynolds, Communications and Training Joanne Lumsden, Pilot Implementation Manager 4

Integrated Delivery Programme Replacing current case management system Electronic document record management service Moving civil certificated work online for providers and counsel Integrating debt collection and fund accounting Cash collections for clients 5

An introduction to the CCMS The introduction of a new client and cost management system (CCMS) Online submission of applications and claims by providers through a secure website Online submission of claims by counsel A scanning solution for paper evidence. Providers and counsel will be able to scan documents on submission of the application or request, or send them to a postal hub where the documents will be scanned and attached to the relevant case record. 6

Benefits 7 Submission of claims online Save time, postage costs and delay Scanning and evidence Save postage costs and secure transfer of information Automatic pricing of claims Removes complex costs drafting Ability to track claims with LSC online Reduces the need to call the LSC Change to validation process No longer need to submit certificate

Engagement to date Established an External Implementation Group - representatives include the Bar Council and Institute of Barristers Clerks Working with Bar Contract Managers Discussions with Circuit Leader Engagement with software vendors 8

Implementation Approach 9

The pilot Starts in early October 47 North East providers participating Providers will manage all of their current and future cases using the new process Counsel will use CCMS to claim for those cases We will conduct an ongoing review of the pilot and provide support to counsel throughout 10

What does this mean for you? Counsel in the North East are most likely to be instructed by pilot providers You will claim for these cases through CCMS 11

What preparation is required for the pilot? You will need to conduct some preparatory work to be able to make a claim, such as setting up users on the system We will work closely with you to ensure you have sufficient support to manage this new process We will provide you with training We are creating a fast track for pilot casework in advance of system go-live 12

What will happen during the pilot? Where you have been instructed by a pilot provider, claims are submitted through the CCMS system You will have access to a dedicated team of LSC caseworkers who will process these claims and answer your queries We will provide you with technical support and assistance Feedback shared through Bar representatives on the External Implementation Group 13

Getting started on CCMS 14 RequirementDescription Internet access Internet access so that you can log in to the online portal LSC Online System Administrator access Each counsel will require a log in and password for the system. An administrator can add new users to their account at any time to manage their claims. Scanner (optional) You can scan and attach evidence or documents that are requested by the LSC. This is not mandatory but will enable savings on postage costs if utilised. Photocopier If you do send paper information to our postal hub you will need to send copies for us to scan. You will retain originals for your records. PDF Reader If we send you documents they may be in.pdf format so you’ll need a way to view those

CCMS – overview Providers will: Submit Applications on behalf of their client Assign counsel to a case and apply a cost ceiling Submit bills Counsel will: Submit all claims and POAs for all civil Legal Aid work including non-family See summary case details for cases on which they have been instructed

Change to claim validation process The process for validating counsel claims has changed Counsel will no longer be required to submit a copy certificate/or certificate detail Solicitors will use the system to record when counsel has been instructed on a case, and the agreed costs. Counsel will then have direct access to make a claim It will not be possible to claim against the wrong certificate 16

Pricing and tracking your claims The system will calculate the fee for counsel claims We are sharing schema with software vendors so that they can develop the ability to upload data directly from case management systems Counsel will be able to directly track the progress of any claims with the LSC Information about claim and payment history can be accessed on the system 17

Joint working Support prior to and during the pilot will be jointly managed coordinated, with you: 19 Programme Team On hand in South Tyneside: available to discuss issues on the phone, and at chambers Providing bespoke training and information on a dedicated website. Host dedicated workshops and seminars based on group needs Case and Contract Management: Dedicated casework team based in South Tyneside Fast track pilot casework prior to go live Dedicated phone line for queries Sit directly with programme team members Work with pilot providers to ensure the new process works smoothly Providers Work closely with the teams to ensure the new process works smoothly. Chambers and Counsel Keep open lines of communication Report problems promptly and objectively, and help us to develop solutions Help us to identify positive changes and articulate them Support us in communicating to the wider Bar

Support and Readiness Now 20 Legal Services CommissionCounsel/Chambers Confirm you user details Ask for information about your nominated contact(s) User details (such as ) will be required for each counsel You will have the option to co-ordinate this information through a nominated contact at your chambers or individually. Sending your nominated contact an IT and business structure survey to enable us to tailor support Provide information about the processes and systems each counsel use to submit claims e.g. if this is through chambers and if this is through case management software Engaging with pilot providers to understand which Counsel they regularly instruct Provide us with a list of any cases you have for pilot providers which require progression

Support and Readiness 3 months before go-live 21 Legal Services CommissionCounsel/Chambers Launch our support website and materials including downloadable introductory pack which will detail all of the key dates in lead up to go-live and list the activities you need to undertake to be ready. Communicate key information to your chambers. Ensure you have plans to undertake the key activities e.g. time for clerks to conduct online training. Start to fast track pilot claims Ensure claims are submitted through the fast- track process so we can identify your claims in the post. Work with you to resolve outstanding pilot casework claims Have a contact available to answer queries

Support and Readiness 6 weeks before go-live 22 Legal Services CommissionCounsel/Chambers Launch our online training including a training support pack which will help you to identify which training modules clerks and counsel should complete Disseminate the information to chambers and ensure training is completed based on need. Conducting user testing on the system Volunteer to undertake early product familiarisation on the test system. Work with providers to resolve outstanding claims Deadline for submission of case list to allow time to resolve queries and process claims

Support and Readiness 1 month before go-live 23 Legal Services CommissionCounsel/Chambers Host a counsel event with system, training and implementation experts. Ensure that relevant people from your chambers attend. Come prepared to ask us detailed questions about readiness, training and the system.

Support and Readiness 3 weeks before go-live 24 Legal Services CommissionCounsel Send you a technical support pack and e- mail including: a detailed user set up guide the new single postal address and where to address queries Start thinking about how you will allocate roles for each counsel account. Complete and return the T&Cs for LSC Online

Support and Readiness 2 weeks before go-live 25 Legal Services CommissionCounsel/Chambers Give log-in details and passwords to counsel Create users on system. Working on fast track processing and close down outstanding activities/dormant cases Cease sending in claims for pilot casework until after go-live

Support and Readiness GO-LIVE 26 Legal Services CommissionCounsel/Chambers We will you to confirm go-live We will begin processing work on the new system. Begin submitting claims on CCMS. Send supplementary information via CCMS and postal hub. Use new address and telephone number

Support and Readiness Post go-live 27 Legal Services CommissionCounsel/Chambers Dedicated : casework query line online support line Utilise numbers to resolve initial query, raise technical issues. Report issues in way which enables prioritisation and resolution. Further targeted training based on needsProvide feedback on training needs through Contract Manager and Bar representatives. Hold workshops to resolve issues and design solutions Attend events and input into solution design. Hold an evaluation event for Counsel and Chambers Input into the pilot evaluation Communicate progress to the wider BarSupport the communication where possible.

Questions Do you think the support we are providing counsel for the pilot approach is right? Is September the right time for the next group meeting? What else can we do to help you? What questions do you have for us? 28

Next Steps Event pack Slides from the session including support timeline Q&A Your views Feedback form and directly to us or Tracey. Your questions. We want you to ring and ask us about anything you are uncertain about. Next steps Complete our IT and business structure survey Update us with your nominated contact(s) Introductory pack at the beginning of July Counsel familiarisation on the test system at the end of August Another session – in September or as we agree. 29

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