Business Intake Reengineering ILTA Case Study DRAFT 4 August 2011 Agenda The Business Perspective Suzanne Engle Director, Risk Management Services, Mayer Brown LLP The Project Management Perspective Chip Cherry Principal, The Pennsy Group The Solution Development Perspective Jon Rauschenberger CTO, Clarity Consulting Assessment Background Overview Firm s Risk Management Strategy and Policies known to be more conservative than peers Business Intake & Conflicts Department pieced together over last decade now need to rationalize the process, organization, systems, etc. Firm has grown significantly, both in size and geographic footprint, in last few years Key Specifics Manual process with limited synergies & automation Separate new Client research for Conflicts and AML Manual new Client and new Matter data entry Regional focus Limited on-going cross-border Risk Management Partner dialogue Separate regional Risk Management Staff functions Plethora of systems with limited data integration Lawyers & Secretaries required to enter new Matter requests into two systems Risk Management Staff required to use 6+ systems to process each new Matter 1
Project Objectives External Implement a comprehensive, integrated, global technology solution for a reengineered Business Intake that delivers: Sound, world-class Risk Management capabilities Support and service commensurate with a top, global law firm Reduced turnaround time Position Business Intake and Conflicts to quickly and efficiently absorb future combinations and adapt to changing business needs. Choose a solution that is aligned with the Firm s global technology strategy. Internal Fully support Firm s Risk Management Strategy AND meet market pressures for faster Clearance Reengineer the process Develop and implement a turn-key solution Execute and implement globally, across functional boundaries Project Benefits Deliver Business Intake processing consistent with Firm s Risk Management Policies. Reduce elapsed time from request to matter opening for many new matters. Increase Risk Management staff productivity (e.g., automated processing of alerts permitting Conflicts staff to complete more searches on a more timely basis). Enable more seamless transition of clients and matters across borders (e.g., obtaining and recording due diligence for use in multiple jurisdictions). Enable more timely and cost effective changes to the Business Intake in response to regulatory and business issues (e.g., ability to implement policy changes in forms and process on an expedited basis). Improve management reporting and audit capabilities for new clients and matters. Project Approach Approach Highlights Outsourced Project Team Fixed fee contract for design, development, implementation and project management. Third-party buyer s representative for vendor management and deliverable consistency. Agile Methodology Fundamentally different from traditional waterfall methodologies. I ll know it when I see it! approach to user requirements. I ll know it when I see it! approach to user requirements. Constrain scope of project and eliminate time-wasting activities. Key Tactics Acknowledge Firm s unique history & policies best practices are not applicable. Reengineer the process think beyond the current paradigms & constraints. Understand the details subtle differences in statutes & practices can be critical. Globalize Business Intake drive cross-border ownership & understanding. Reorganize Staff organization align with new process and globalize. 2
Reengineering v. Automation Manual Automation reduces specific task times and will not otherwise impact elapsed time. Automated Workflow reengineering reduces idle time between tasks, which reduces elapsed time. Reengineered Workflow reengineering restructures processes to maximize the benefit to users. Reengineered Task B+ Task C (100%) Task A (20%) Global Interaction &Roles Sep-10 Oct-10 Nov-10 Dec-10 Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Start Detailed Design London Design Workshop, London Hong Kong Design Workshop, Hong Kong Executive Sponsor Design Workshop, Chicago Executive Sponsor Development Workshop, Chicago SME Acceptance Testing Workshop, Chicago Rollout Global Project Roles for: Organizational Change Management Organization Design Executive Sponsor Coordination Solution Architecture Iterative Development Objectives Detailed Design Completion Concurrent with Development Completion Flexibility See it before you agree it High Level of User Developer Interaction Disparate Input Better fit with actual requirements Considerations Incomplete Design System is self-defining Defect v. Enhancement is more challenging Design activities are on-going Not all Defects are the same Development Defects Design Defects Incomplete System Testing recommended, not final, design Testing with inoperative and missing functionality Timing Constraints Timely business input Timely conclusions 3
Project Paradoxes Single, Global is Neither Many requirements are regional Solution must be global Zero Tolerance for Risk when Risk is Unavoidable Must consider both false positives & false negatives Optimization is balance Imprecise Information improves Outcome Very limited Metadata Lots of information Build for Need not Want Many requirements, conflicting priorities Real requirements controlled by third parties Solution Architecture Workflow Architecture Simple Conceptual Architecture Audit & Categorize Research & Assess Review & Approve Open & Notify made Modular for flexibility Dependencies Optionality Sequencing with Tasks grouped by Role to minimize hand-offs. 4
Data Integration Architecture Web Services Application Server Linked SQL Server Authentication Lawyer/Secretary Mapping Lawyer Search Employee Data Lookup BluePages K2 Workflow COM Create Search Profile Add Search String Link Search Log Add Adverse/Other Parties Set Party Roles K2 SmartObject t Server COM+ DB Connection Create Client Create Matter Create Matter Custom Data Create Composite Client Client Search Client Time Billing Lookup Client Contact Lookup Client Address Lookup Client Bill Group Lookup Practice Area Lookup Matter Type Lookup (Live) (Reporting) Submit Request Preprocessing Intake Analysis Research Matter Opening COM Directory Contents Filtered File List Upload Folder Create Folder Update File Metadata Update File Security Update Folder Security (Client Library) Solution Architecture Application Server Silverlight XAP Application Logic Data Integration Aderant Reporting Client Browser C3 Application WCF SharePoint 2010 K2 Workflow Aderant Live NA-CL Docs SQL Server NBI Web Parts Retrieve And Send Data (ADO) C3 BluePages Business Rule Maintenance K2 Business Objectives Reengineering Business Involvement Project Team Methodology Technology Assessment Points 5