Client and Cost Management System (CCMS) PILOT PROVIDER Go Live pack - new cases

Transcription

1 Client and Cost Management System (CCMS) PILOT PROVIDER Go Live pack - new cases Content

2 1. Introduction 2. Timeline 3. Latest news 4. Preparation for Go-Live 5. How to access the System 6. Managing your cases 7. How will you be supported? 8. Day one of Go-Live 9. Contact list 10. Keeping you informed

3 1. Introduction This go live pack is the third of four packs aimed at giving you the information you need for your organisation to be ready to go live with the Client and Cost Management System (CCMS). The packs follow a basic timeline. Each pack is launched at a key stage in the timeline and contains all the information you will need to complete readiness activities during that stage. 1. Introduction you received this pack on the 4 July 2. Training you received this pack on 14 September 3. Go live support (new cases) - Now 4. Go live support (transfer of existing cases) This pack supports the first phase of go-live, when you begin managing new cases on CCMS, and gives an overview of: Preparatory activities to undertake (including user set up) Managing your cases Accessing the system Support and defect reporting The information in this pack should be cascaded to your colleagues. To support this all the information contained here is available for anyone to download from the website:

4 2. Timeline Website Introductory pack Case list and guidance Fast track process Provider visits Online training launch Training pack Complete Introduction to CCMS module Attend pilot provider event Identify internal training requirements Commence online training Online training continued Go live support pack for NEW CASES Begins user set up in your organisation Stop submitting paper applications Start using system for NEW CASES Support starts Workshops and forums Go Live Support Pack for Transfer of EXISTING CASES Stop submitting paper bills for existing cases Stop paper amendments for existing cases Stop civil eforms for existing cases Start using system for EXISTING CASES Begin assigning contacts to existing cases Pilot support continues Pilot evaluation event Provider visits and survey Complete Complete Complete Complete Complete Now Minus 1 week Go live Pilot support starts Minus 3 weeks Minus 2 weeks Minus 1 week Go Live date TBC Post go live The timeline sets out all of the high level activities you need to undertake to be ready for go-live. Each pack is launched at a key stage in the timeline and contains all the information you need to complete readiness activities during that stage.

5 3. Latest news Implementation Plan The system is now in the process of being prepared to go into live production. This activity is known as cutover and requires a new version of the final system from test being built in our live environment. Should any issues occur during cutover the planned timetable may be subject to change. Because we are now so close to go-live we will communicate any changes via and a telephone call to your nominated contact. Your nominated contact is responsible for circulating this information to users within your organisation. Paper Applications Deadline The deadline to stop submitting paper applications for substantive cases is minus one week from Go-Live. The deadline to stop submitting paper applications for emergency applications is minus 2 working days from Go-Live. After these dates all applications will be rejected and you will be required to resubmit them using CCMS after go live. If your client requires emergency funding and the emergency application submission deadline has passed, then you can still exercise devolved powers in the usual way if the case meets the emergency criteria. You will then be able to enter the devolved power application into CCMS when the system is live. Go-live support Because we are piloting a new system and new processes, we expect that once users in your organisation start using the system they may find issues or errors when submitting applications and bills. You can find out more information about how to report any problems at section 7 The programme team, pilot casework team, contract management team and LAA Online Support are all trained and available to take your call and progress resolution. User set up If your nominated Firm System Administrator has not yet received an confirming that they have been granted access to CCMS, contact Online Support Progress so far The following activities should now be complete: Making sure your nominated Firm System Administrator is prepared to set new users up on the system once user set up is live. Reviewing the roles and responsibilities document and guidance, and identifying which roles should be assigned to each of your staff: Ensuring each member of staff who will have access to CCMS has completed the appropriate online training modules for their role: Training modules and supporting information will remain available on the website throughout the pilot to support refresher training.

6 4. Preparation for Go-Live The two main activities you need to undertake to prepare your organisation for using CCMS are: User Set up and role allocation Fast Track Process management User Set up Your nominated Firm System Administrator has now been given the CCMS Administrator role on the LAA Online portal. They will have received an confirming their new role in advance of this pack. If your Firm System Administrator has not received the contact Online Support Fast Track Process Management The deadline to stop submitting paper applications for substantive cases is minus one week from Go-Live. The deadline to stop submitting paper applications for emergency cases is minus two working days from Go-Live. After these dates all applications will be rejected and you will be required to resubmit them using CCMS after go live You can continue to submit all bills and amendments for existing cases through the fast track process. You are now responsible for giving roles to each person in your organisation that requires CCMS access. This is carried out through the LAA Online portal. For more details on accessing the portal see section 5. If the individual is already an LAA online user, you can just add the relevant CCMS role to their user account. If the individual has never used LAA Online, you will need to create a user account for them before adding the CCMS roles. For help with managing users and adding roles; there are guidance documents on the CCMS training website

7 5. How do you access the system? CCMS can be accessed through the Online Portal found here: This is the website currently used to access other applications such as CWA and eforms. You must be set up as a user for the Online Portal, and assigned the appropriate role in order to access the system. Please see section 4 for more information about CCMS user set up. For help with accessing the portal and logging in to CCMS, you can view our userguides on the CCMS training website resources or contact Online Support.

8 6. Managing your cases from Go-Live New Cases From go -live all new cases should be managed through CCMS. This means: All new applications for funding should be submitted online. You should not submit any paper forms, evidence or correspondence relating to all new applications for funding Evidence should be submitted electronically or sent to our Central Postal Hub (address available on our contact list) You will be able to track progress of cases online. Where counsel have been instructed you must assign them to the relevant case on CCMS. All requests for payment on cases started on CCMS will be made through CCMS. Existing Cases Any existing cases will continue to be managed through the paper based process until they are transferred to CCMS. This means: All amendments and bills for existing cases will continue to be managed through paper based forms. You should continue to use the fast track process for all work related to existing cases. Exisiting cases will be transferred onto CCMS later in the year You will be provided with further details on the case transfer in the Go Live Support Pack for Existing Cases.

9 7. How will you be supported? Once users in your organisation start using the system you may find that they experience issues or errors when submitting applications. The programme support is set up to address these issues throughout the pilot. Any issues or errors they discover are likely to fall into three categories: Training need: Ensure each user in your organisation has access to the training and quick guides available on the website. Quick guides can be printed and may be useful as a bite size summary of key system processes. If a member of staff is unsure about a process please encourage them to review training before calling for LAA support. Known defects: If defects are indentified on the system the LAA support team will update the website with details of the issue and known workarounds/expected fix times. It will be useful for your staff to review the known defects list regularly and be aware of any issues outstanding. It may be that, although the defect has been reported, you need support to address the specific impact on your case. If so please contact the support team using the contact details at section 9. New defects: If, having reviewed the defect list, you are still unable to progress the matter you should report the defect to the team using the contact details at section 9. The team will give you live support to address the issue and find a suitable workaround. Casework The dedicated casework team in our South Tyneside office will continue to be your first point of contact for all your civil certificated work. They will be processing both your new cases in CCMS and your existing cases through the fast track process. Technical You can contact the Online Support team on for technical help including how to log on, user setup, role allocation and reporting issues. Pilot If you have any questions regarding the implementation of the pilot, or how your cases will be managed, you can contact the Implementation Team by [email protected] Your contract manager will also be able to take your call and support the reporting of any issues. If we are unable to resolve your issue over the phone we will make an appointment to visit your office. As the pilot progresses there will also be opportunities to discuss issue resolution in workshops and events. There are also regularly updated FAQs available on our training website: All contact details for support are on our website:

10 8. Day one of Go-live On the morning of Go-Live we will your nominated contact to confirm that CCMS is now live. From this point, all users with a CCMS role will be able to access the system through the LAA Online portal. If there is a change to the plan for the pilot, including if there is a change to the go live date, we will telephone and your nominated contact and update the CCMS Training website with the latest information. We will publish a list of known defects on the dedicated website and report details of the issue and known workarounds/expected fix times. If we assess that a defect has a significant impact for all users we may or call your nominated contact. The fourth and final support pack will be issued in advance of Go-Live for Existing Cases.

11 9. Contact list Types of Query Team Contact Information Fast Track Processing/ Casework queries Pilot Caseworker Team User set up/adding roles/ Accessing CCMS or the Online Portal Online Support Team Option 2 [email protected] Feedback about CCMS or the Pilot Implementation Team [email protected] Posting Documents Legal Aid Agency (Central Postal Hub) PO Box 509 Sale M33 6RN Legal Aid Agency (Central Postal Hub) DX Sale 11 Queries about legal help or general queries and feedback should be referred to your Contract Manager: Contract Manager Telephone Sioban Heywood [email protected] Adele O Brien adele.o [email protected] Janet Land [email protected] Richie Leech [email protected] Paul McArdle [email protected]

12 10. Keeping you informed We will provide general information about preparing for the pilot to your nominated contact who has responsibility for ensuring this is cascaded to your organisation. If there is a change to the plan for the pilot, including if there is a change to the go live date, we will telephone and your nominated contact and update the CCMS Training website with the latest information. If defects are identified on the system, the LAA support team will update the website with details of issue and known workloads/expected fix times. All the information we share is available here for updates. and you should check it regularly

13 MoJ Designed by Communications Directorate, The Design Team. April 2013.