Quality
Cost
Time
LPO @ HCL
LPO @ HCL Business Services
Traditional off-the shelf legal services have transformed into standardized legal services leveraging business and IT strategy to maximize the effectiveness and efficiencies of people, process and technology initiatives.
In order to standardize legal services across multiple locations and capitalize on the ability to scale-up; organizations are increasingly outsourcing their legal services.
Market Size
According to a Nasscom market intelligence report, the Global LPO segment is expected to touch $15 billion by 2015.The current annual value of legal outsourcing in US, which is worth USD 80 million, can go up to USD 4 billion and generate over 79,000 jobs in India by 2015 - Forrester Inc
Emerging Trend
Legal process outsourcing (LPO) has reshaped the legal profession and caused a paradigm shift in the delivery of legal services. As the LPO industry evolves, one of the key challenges is in delivering Litigation Readiness. Emerging trends indicate that the focus would be on preventive legal practice and in developing legal processes with robust methodologies of Legal Project Management (LPM)/Business Performance Management (BPM) and Legal Knowledge Management System (LKMS).
The Alternative Business Structure (ABS) would transform the law firms with commoditization of legal services.
Challenges
The constantly shifting milieu of legal services has thrown up the following challenges: • Legal counsels to align with the business goals of the organization
• Prevent legal liabilities • Cost base transparency
Service Offerings
HCL has expertise in Litigation support, Compliance, Patent Support, Contract management and Conveyance.HCL has strong proposition in people/process/technology. With strong legal force and in-house tools to support core processes with adoption to LEAN Six sigma methodologies and robust information security measures.
Litigation Support
Compliance Patent Support Contract Management Conveyancing / Property Mgmt Document Review Deposition Summaries E-Discovery Case Law Summarization Secretarial Services Claims Litigation Pleading & Motion
Review Regulations Anti-Money Laundering (AML) Know Your Customer (KYC) ROHS / REACH Know Your Supplier (KYS) Trade Compliance Finance Compliance Patent Searches Drafting Maintenance Docketing Authoring Negotiation & Approval Repository Compliance Renewal Abstraction Sale Purchase Remortgage Letter Before Action Solicitor Enquiries Lease Deed Review Debt Recovery Land Registry Searches
HCL Legal Case Management System – Beacon / HCL Contract Management Tool – Contract M Integrated Offering - Software, Infrastructure & Legal Services
Legal Project Management (LPM), Knowledge Management System (KMS)
Quality – Lean Six Sigma, COPC / Information Security – ISO 9001, ISO 14001, ISO 27001 Resources with 5+ Years Experience
Delivery Areas
The following are the areas where HCL has been delivering for the past 3+ years.
Talent Pool/Locations
The talent pool has mix of Legal Administrators, Para legal, qualified lawyers, patent analyst, Six Sigma Black Belts, PMP certified mangers with presence in North Carolina(US), Manila(Philippines),Chennai(India),Noida (India) and Belfast(UK).
Tools
In-house developed ContractM tool provides end-to-end contract management cycle- Contract Creation/Repository/Negotiation/Compliance/Reporting.
In-house developed BEACON tool provides Legal Case Management System with modules- Document Management system, Legal Knowledge Management System, BPM Engine which supports robust workflow driven operations and legal project management.
E-Discovery / Document Review Claims Litigation Legal Research Contract Management Patent Support Services Sales & Purchase Conveyance Property Management Compliance Non-Legal Services Collection Data
extraction/ Imaging Export
Hosting Solution Document Review Coding / Indexing Plaintiff Addition Data
Verification Discovery Updates Legal
Coding Summarization Drafting Legal ResearchLegal
Service of Process Authoring Negotiation
& Approval Repository Compliance Renewal
Contract Optimization
Searches Analysis Drafting Maintenance Docketing Commercialization
Preparation of contract Pre – Exchange & Exchange Settlement & Completion Legal
Review Negotiation & Approval Solicitor
Enquiries Registry Land
Property Management Letter Before Action Legal Compliance Trade Compliance Financial Compliance Environmental compliance General Administration Financial
Apart from the above, the tool expertise are in the following areas:
E-Discovery – Lexis Nexis, Relativity, Clear well, IPRO, NUIX, Ringtail
Litigation Support – Lexis Nexis, Legal Files, ARROW
Patent Searches – Thomson Innovation, Total Patents & STN
Legal Consulting – ARIES
Compliance – Regulatory websites, Visual compliance III, DNBi
Virtual Legal Shared Services (VLSS) Model
HCL proprietary Virtual Legal Shared Services (VLSS) model offers indefectible resolution to the challenges facing the legal profession.
1. Each function/process would be decomposed in to activities and complexity using LEAN Six Sigma methodologies.
a. Activity type – Research, Legal Analysis, Commercial analysis, Prepare matters, Document management, Drafting and Legal Advice
b. Complexity – Across Activity type , the activities will be classified by complexity levels – Level 1, Level 2 & Level 3
2. End client/In-house legal will raise requests through LCMS (Legal Case Management System)
3. If the request falls under self-service category, end client/In-house legal will perform it by themselves (Ex: creation of NDA contracts)
4. For other requests, Case initiation will be done by In-house Legal counsel
5. Activity allocation will be automatically done by workflow engine of LCMS (Legal Case Management System)
6. Resources will perform the activities using process tools 7. Most of the Level 1 and Level 2 activities will be done by HCL
8. Most of the Level 3 activities will be done by In house legal and Law firm.
9. In House Legal will review the milestones after completion of Level 1 and Level 2 activities
HCL Differentiators 1. Domain Expertise
• A strong team with enriched experience in UK & US regulations including paralegals with legal knowledge, legal administrators to perform standardized repetitive work & engineers for Patent Support services
• Unique legal processes with sub processes for several clients.
2. Integrated Offering
• Integrated proposition of legal services & technology (Applications development) o Legal Case Management System (LCMS) - A case tracker to
manage-by-metrics employing LEAN Six Sigma principles
o ContractM - A tool for Contract Life Cycle Management
3. Delivery Capabilities
• Commoditization & decomposition of the legal process using LEAN six sigma methodologies
• Transforming legal services from the traditional paper driven review to People/Process/Technology driven review
4. Process Excellence
• LEAN Six Sigma – Continuous improvement quality initiatives
• Legal Project Management- Monitoring the triple constraints- Time, Cost & Scope with quality
• Knowledge Management System- Documenting all legal scenarios
Benefits
• Scalability High service levels • Budget certainty
• Negligible legal liabilities
Case studies:
Case Study 1: Six Sigma project for Legal Conveyance process
Business Case:
Client’s business is conveyance (legal transfer of right) for Sale & Purchase of Properties in England & Wales. They have 3 centers in United Kingdom. Client off shored Indexing & Categorization and Legal Assistant tasks. There is scope for improvement in processing time for the Legal Assistant tasks with respect to Sale process. Improvement in processing time would satisfy the end customers and thereby increase in market share.HCL implemented the DMAIC (Define, Measure, Analyse, Improve and Control) methodology to improve the process.
Define Phase
1. Goal Statement-Decrease the processing time from 85 minutes to 54 minutes.
2. Cost- Benefit Analysis-Improving the processing time will result in savings of USD 110,000. Measure Phase
Cause & Effect Methodology was used to identify the possible causes which are impacting the processing time. Process Capability was measured and the process sigma was 2.88. The process was not performing to the target set for the processing time and there was variation in performance within the team.
Analyse Phase:
Value Stream Map was build to analyse the value add and non value add activities and the associated cost and processing time spend on these activities. 36% of the activities were found to be non value add.
Hypothesis Testing was done to identify there is huge variance in performance within lawyer and non lawyer resources.
The Letter generation activities were all done manually and would be automised. Waiting period was huge in searching the workflow to process the activities. FMEA (Failure Mode Effect Analysis) was done to prioritise the vital few causes which is impacting the processing time. Regression Analysis was done to confirm the strength of relationship between lawyer / non lawyer mix of profiles to the processing time.
Improve Phase:
The system change was done to list the priority workflows on top for the users to pick with no waiting time(spent on searching).The lawyer/non lawyer profile mix was changed to 30% Lawyer) and 70% (non lawyer) through rigorous standardization of process and deskilling the process through robust training. The most complex Restrictions (investigation of Title) process was done in the tool which was done earlier manually. The letters/notices were automatically generated out of the system.
Control Phase:
The processing time improved to 54 minutes and the benefits for client was at USD 110000.The Capacity utilization tool, resource tracker and Performance variance analysis tool were built to control the process to sustain the improvement.
Case Study 2: Contract Management Client – leading Global Life science company
Scope – Contract Digitization, Contract Abstraction, Contract Creation and Contract
Compliance.
Volume – 100000 contracts
Challenges: Digitization, Revenue leakage, Track amendments, Multi-lingual
Solution:
1. Digitization of Contracts across globe (EMPEA, APAC, LATAM, US and Canada) with OCR
2. Abstraction of 80 Key Contractual terms 3. Alerts for Key contractual terms
4. Linkage of parent contracts with Amendment/ Attachment 5. Multi-lingual translation Capability
6. Migration of Data from Procuri to SimpDoc tool
7. Build Tool with Document Management System, Contract Compliance and BPMS
Benefits:
1. Contract Renewal Rate increased to 25% 2. Contract lost rate @ 0%
3. Contract Compliance @ 93% 4. Tree view of Contracts
Case Study 3: E-Discovery/Document Review (Litigation support) Client – leading Global E-discovery services company
Scope – Discovery, Data Extraction, Data Processing, Imaging, Web hosting and Document
Review.
Volume – 1 Tera byte
Challenges: Huge volatility in volumes, Scalability of resources, 24*7 support, Identify Evidence
Solution:
1. BEACON tool – Legal Project management, Knowledge Management System 2. Lawyers with FRCP Expertise
3. Data Technician with MS access/SQL skills
4. LEAN Six sigma- Value Stream maps to identify 7 types of waste 5. 24*7 support
Benefits:
1. Reduction in cost per GB by 30% 2. Competitive pricing to end customers 3. Early case assessment
