Victorian Government Legal Services Panel. IT Guide for government clients. March 2016

Transcription

1 CD/16/69820 Victorian Government Legal Services Panel IT Guide for government clients March 2016 Page 1 of 12

2 Contents Introduction... 3 Transitional arrangements for matters commenced before and continuing after 1 March Matters created on the LPG with a firm which is also on the LSP commencing 1 March Matters created on the LPG with a firm NOT selected for the LSP commencing 1 March Section One: The Ark... 5 Introduction... 5 Logging In to the Ark... 5 Downloading Documents from the ARK... 8 Section Two: The client satisfaction survey Client satisfaction survey transcript Page 2 of 12

3 Introduction From the commencement of the Victorian Government s Legal Services Panel on 1 March 2016, the IT interactions required of clients will be significantly streamlined. They are summarised below. Procurement no centralised system clients will contact LSP providers directly to discuss the scope of the legal services required and seek fee estimates clients will access LSP Ark (access and usage guide provided below) to review providers insurance certificates, agreed hourly fees* and (in time) feedback from other government clients on LSP providers performance Engagement *please note that these fees may be the subject of further negotiation by the client, at the client s discretion. no centralised system clients send LSP providers directly a Legal Services Order (LSO) the LSP provider is engaged when the LSP provider accepts the LSO. This acceptance is communicated directly to the client. Clients must ensure that the LSO includes the mandatory data (detailed in Appendix 4 of the Legal Services Panel Kit). The LSO is described in Clause 7 of the Deed (p.14). Annexure A of the Deed provides a sample LSO which clients may customise, as long as the mandatory data is included. Management of legal matters No centralised system Occurs through direct communication between client and LSP provider Payment for Legal Services No centralised system Occurs through direct communication between client and LSP provider Reporting of transactions undertaken through the LSP This will occur directly from the providers to DJR, through a system of automated uploads from a provider s financial and human resource systems and collation of the provider s data using a business intelligence tool Page 3 of 12

4 Clients make an essential contribution to this process by including the mandatory data in all LSOs (see Engagement, above) The Contract Manager, DJR, will provide regular reports to clients on the operation of the LSP on the basis of this data. Performance Management of LSP providers DJR has developed a concise, online survey to monitor client satisfaction with LSP providers performance (transcript attached below) The survey targets key performance measures in the Service Level Agreement The survey will be sent to clients by the DJR Contract Manager as usage of LSP providers reaches certain thresholds (eg of revenue from Government) DJR will upload survey results on the Government Client Ark, for reference of clients when purchasing legal services (see Procurement, above) DJR will also draw on survey results to report on the operation of the LSP and to provide LSP providers with annual feedback on their performance. Transitional arrangements for matters commenced on the existing administrative support software (the Legal Panel Gateway (LPG)) are detailed below. Transitional arrangements for matters commenced before and continuing after 1 March 2016 Matters created on the LPG with a firm which is also on the LSP commencing 1 March A short matter of a few weeks duration can continue on the LPG to conclusion; 2. Longer matters of several months or more can: be transacted on the LPG until 30 June 2016 and then moved to the new system, which combines direct client-provider communication (matter management) with an obligation for providers to submit financial and human resources data directly to DJR (LSP operational reporting); or be moved to the new system from 1 March If the client and panel firm agree to move the matter to the new reporting system, the panel firm will set up the matter in their system for monthly reporting and the client will be able to stop using the LPG. Management of the matter will occur through direct communication between client and provider. Matters created on the LPG with a firm NOT selected for the LSP commencing 1 March All matters can continue to be transacted on the LPG until 30 June 2016; 2. From 1 July 2016, clients will need to collect all data about the matter until its conclusion; 3. Clients must report this data to DJR at quarterly intervals; Page 4 of 12

5 4. Clients may choose to transfer an existing matter to a firm on the new panel and if this occurs, reporting will be through the new system. Section One: The Ark Introduction DJR has adopted a secure cloud-based document sharing tool, ArkPx (the Ark) to facilitate the collection of LSP providers contractual compliance material and as a channel for the export of their LSP transactional data. Access to the Ark is by username and passphrase, and clients are reminded that all information contained in the Ark (at all levels) is commercial in confidence. Within the LSP Contract Manager s overarching Ark, there are a series of discrete child Arks. Each LSP provider has access to one of these child Arks. There is also a child Ark for government clients to the LSP. Access to a child Ark enables access to any documents uploaded on the Contract Manager s overarching Ark. The LSP Contract Manager will upload documents relevant to all parties to the LSP in her overarching Ark. She will upload documents relevant only to clients to the Victorian Government Client Ark. As discussed, these documents will include providers current insurance certificates, their agreed hourly rates, and in time, the results of client satisfaction surveys. The section below details the steps to access and use the Government Client s Ark. Logging In to the Ark 1. Copy and paste the following URL into your web browser: 2. You may wish to bookmark and save the URL to your favourites for easy access. 3. Click on use the web version. Page 5 of 12

6 4. Enter the Government Client Login ID and Passphrase, which are in the accompanying this document. Page 6 of 12

7 5. The first screen you see will be what is on the Government Client ARK ( personal tab on the top left corner of the ARK home screen). 6. Click on the next tab: LSP contract manager communication. This tab displays documents uploaded by the contract manager for access by all users. Page 7 of 12

8 Downloading Documents from the ARK Option 1: 1. Select the file you wish to download and click on the blue down arrow to download. 2. Select the destination for your file on your own system. Page 8 of 12

9 Option 2: 1. Alternatively, you can double click on the desired file and select download and open. 2. Select the desired destination for your file to be saved. If you have any questions, please contact Peter Banjanin via Page 9 of 12

10 Section Two: The client satisfaction survey Contract Management depends on effective feedback about LSP providers performance. DJR recognises the time pressures on instructing clients and, as with the overall approach to LSP administration, aims to minimise the administrative burden and maximise the returns for clients of providing feedback. The attached survey has been developed in the context of balancing these two requirements. Client satisfaction survey transcript Page 10 of 12

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