Lyons Davidson offer a wide range of legal services to both business and personal customers alike, and as such, handle high volume caseloads at any one time.
With such high volumes of cases, the quantity of paper documents received into the post room was significant, and therefore Lyons Davidson identified that there was an opportunity to drive efficiencies through workflow automation - from the point of receipt of the paper, up to the case handlers managing the cases, and through process improvement and refinement.
Lyons Davidson wanted a digital mailroom solution to digitise the paper documents received, and subsequently presented to the case handlers. Lyons Davidson entered into a partnership with Restore Digital to help deliver the solution.
At the time of the project implementation stage, Lyons Davidson was not able to carry out a full digital mailroom solution and instead opted to take a phased approach with basic scanning coming first, case linking second and automated document classification as a final step for some subsets of documents.
Lyons Davidson needed to scan paper documents at the point of receipt and direct them to the correct team of case handlers as quickly as possible to maximise the utilisation of their resources. The system needed to be industry leading with full auditability throughout.
The business also needed to approach the implementation in stages. Firstly, with basic scanning implemented to promote paper free working, and then the development of further technology to introduce case linking and document classification for selected subsets of key documents. Overall this improved the experience for the end users and ultimately increased the levels of automated processing.
Through a partnership approach, Restore Digital implemented Kofax Capture software alongside Kodax scanners, with manual indexing completed by Kofax validation.
After an initial period of usage, additional internal design work was completed on the backend of the case management systems.
This was then followed by the introduction and reading of barcodes. The barcodes identified the correct case handler assigned to receive the information, which resulted in the removal of some of the previous manual processing.
Following the initial implementation, Lyons Davidson, via Alternative Business Structures began to process projects for other third parties. This meant that the workload volume increased, and further automation of the system was essential.
A second phase of work was initiated to implement auto-indexing of all incoming documents with an automatic link to the associated case. Finally, following another period of bedding in, document classification was introduced for some high volume, key document types, increasing the levels of automation for these types even further.
Lyons Davidson Solicitors is a full-service legal practice operating throughout the UK. They have provided client-friendly, cost-efficient services to businesses, individuals and the insurance industry for over 40 years.
Basic scanning and the development of further technology to introduce case linking and document classification improved the experience for the end users and ultimately increased the levels of automated processing.
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