1. SLT Meeting - 28 th November 2005 Introduction to the CCMS Pilot South Tyneside 22 nd May 2012

2. WELCOME CHAIR: Damon Norville, Integrated Delivery Programme Director 2

3. An introduction to the team An update on the programme 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 during the pilot Overview of today

4. Introductions Helen Riley, Director of Case Management Kelly Ellis, Implementation Manager Deborah Challis, Area Contract Manager Joanne Bainbridge, Head of Civil Case Management Sinead Reynolds, Communications and Training Joanne Lumsden, Pilot Implementation Manager 4

5. A quick reminder of the system The introduction of a new client and cost management system (CCMS). This will cover the input of applications from providers through to payment of bills and includes the processing of queries, amendments and appeals for civil representation cases. All current and future provider cases will be managed in this new way. A scanning solution for paper evidence. Providers 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. New ways for clients to pay. Clients will be able to pay contributions using direct debits, payment cards and credit and debit cards. 5

6. The pilot Starts in early October You will begin managing cases using the new process We will conduct an ongoing review of the pilot and provide support throughout We will begin rollout to other providers after Legal Aid Reform has been implemented 6

7. CCMS – getting started 7 RequirementDescription Internet access Internet access so that you can log in to the online portal LSC Online System Administrator A nominated contact to administrate your access to LSC online systems. You are likely to already have a registered administrator at your firm. Scanner (optional) You can scan and attach evidence or documents from your office. 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 Some of the documents we send you will be in.pdf format so you’ll need a way to view those

8. CCMS Process – overview

9. CCMS Process – application

10. CCMS Process – managing your case

11. CCMS Process – submitting a bill

12. Notifications

13. Joint working Support for your firm prior to and during the pilot will be jointly managed coordinated, with you: 13 Programme Team Visit you, with your contract manager, before and during pilot On hand in South Tyneside: available to discuss issues on the phone, and at your office Providing bespoke training and information on a dedicated website. Host dedicated workshops and seminars based on group needs Case Management: Dedicated casework team based in South Tyneside Fast track paper forms prior to go live Dedicated phone line for queries Sit directly with programme team members Contract Management Visit with the programme team Trained on the system Close links with both the programme and the pilot casework team Support you to think about business readiness, preparation and process changes. Providers 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 provider base

14. Support and Readiness Now 14 Legal Services CommissionProviders Sending in you information and updates through your nominated contact(s) Ensure that your nominated contact is in the best position and empowered to disseminate information throughout your firm. Nominate a second if it helps. Identify your LSC online system administrator Sending you an IT and business structure survey to enable us to tailor support Identifying which staff and which of your IT infrastructure will be impacted by the new system. Consider any planning you need to do to ensure your firm is ready Engaging with Counsel on the North East Circuit. Tell us which Counsel you regularly instruct. Particularly those outside of the North East Circuit

15. Support and Readiness 2 nd July: 3 months before go-live 15 Legal Services CommissionProviders 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 firm. Ensure you have plans to undertake the key activities e.g. time for staff to conduct online training. Start to fast track your claims and bills Ensure all staff use the processing fast-track forms so we can identify your claims in the post. Give you a list of cases that will be transferred onto the system for your firm and work with you to identify any that should be closed prior to transfer. Conduct your own review of live LSC cases to ensure they are actioned where necessary. Have a face to face meeting with you at your office about the introduction of CCMS Help us to identify your current processes and how they will change as a result of CCMS.

16. Support and Readiness 6 weeks before go-live 16 Legal Services CommissionProviders Launch our online training including a training support pack which will help you to identify which modules your staff should complete based on their role on the system. Disseminate the information to your staff and ensure they complete training based on their need. Conducting user testing on the system Volunteer to undertake early product familiarisation on the test system.

17. Support and Readiness 3 rd September: 1 month before go-live 17 Legal Services CommissionProviders Host a pilot provider event with system, training and implementation experts. Ensure that relevant people from your firm attend. Come prepared to ask us detailed questions about readiness, training and the system.

18. Support and Readiness 3 weeks before go-live 18 Legal Services CommissionProviders Send you a technical support pack and e- mail including: a finalised list of cases that will be transferred onto the system for your firm a guide to help your system administrator begin user access activities the new single postal address and where to address queries Start thinking about how you will allocate roles and cases to users.

19. Support and Readiness 2 weeks before go-live 19 Legal Services CommissionProviders Give the system administrator access to new roles on the system. Create users on system. Working on fast track processing and close down outstanding activities Cease sending in bills for processing until after go-live 1 week before go-live Legal Services CommissionProviders Provide same day turnaround on urgent applications. Cease sending in non-urgent applications. Cease using eForms POA.

20. Support and Readiness GO-LIVE 20 Legal Services CommissionProviders We will e-mail you to confirm go-live and case migration. We will begin processing work on the new system. Assign cases to staff. Begin submitting work on CCMS. Cease using forms and eForms (POA). Send supplementary information via CCMS and postal hub. Use new address and telephone number

21. Support and Readiness Post go-live 21 Legal Services CommissionProviders Dedicated : casework query line online support line Email Utilise numbers to resolve initial query, raise technical issues. Report issues in way which enables prioritisation and resolution. Further targeted support based on needs Contract Managers Trainers Programme Team Indentify support needs and manage logistics of meetings and visits. Conduct a review of business process changes at your office. Help us to capture changes and benefits. Hold workshops to resolve issues and design solutions Attend events and input into solution design. Communicate progress to the wider provider base Support the communication where possible.

22. Questions Do you think the support we are providing and the pilot approach are 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? 22

23. Next Steps Event pack Slides from the session including provider process diagrams Q&A Your views Feedback form and to your contract manager. 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) if appropriate Introductory pack at the beginning of July We’ll visit you to discuss the Pilot Provider familiarisation on the test system at the end of August Another session – in September or as we agree. 23

24. THANK YOU CONTACT US: EMAIL: kelly.ellis@legalservices.gsi.gov.uk fionnuala.byrne@legalservices.gsi.gov.uk PHONE: 020 3545 8786kelly.ellis@legalservices.gsi.gov.ukfionnuala.byrne@legalservices.gsi.gov.uk 24