Case Study 4 Millennium Accounts / Solicitor Case Manager

Redmond O'Regan, an IT Partner in the firm Nooney & Dowdall of Mullingar, Co Westmeath below gives his opinion on both Solicitor Case Manager and Millennium Legal Accounts which have been installed for four and three years respectively. There are currently 12 users in the practice.

What was the main reason for looking at a Case Management/Accounts system?

We looked at case management as a preliminary to computerised accounts. We introduced word processors about 23 years ago. We next moved to stand-alone workstations. Several years later we introduced central file storage using a network and later to facilitate controlled expansion looked for a front end Case Management System.

Did you look at other systems? If so, why did you choose OPSIS?

We looked at systems other than Opsis primarily for comparison but the initial contact from Mike Butler made a lasting impression, which has largely been maintained by good service.

How did the staff adapt to the changeover?

Our staff had prior knowledge of working on a networked system, which simplified the change over. The Millennium transition has effectively taken 18 months. While not painless it has been successful. The quality of support has improved considerably over that period.

Was the time frame for the implementation of the system sufficient?

Yes in one sense, however the implementation of this or any system is an ongoing process. As experience grows new demands are made of the system, and its capacity to respond and expand to meet demands is the measure of its strength. If one can identify a date on which the system has been fully implemented I argue that something is wrong. The system is not a single tool but a whole box of tools. Our weakness is lack of time due to pressure of business to fully explore the system and challenge it.

How did you find the training from OPSIS?

Some trainers are better than others and some relate better to particular individuals. On the whole we found the training satisfactory. Some members of staff responded more positively than others as is to be expected.

We found on reflection that the trainers had identified adept individuals who have become in house points of reference for other staff. This is good.

What are the main advantages of the system in comparison to before having it installed?

As noted above, for us the adoption of Opsis as a file management system, and subsequently Millennium as an accounts system, was part of a planned progression.

The advantage of each stage in turn has been the expansion of our capacity to efficiently service our clients' requirements. It has also enabled us to identify areas where we can more effectively deliver the required service.

In what ways has it made a difference to the practice?

It has enabled us to standardise many documents used throughout the office. It allows us to access data more quickly and deal with queries on any case in the system. Together with other technology it has facilitated remote working for partners.

Prior to OPSIS the IT Partner was engaged on IT matters perhaps less than 10% of his working year. Now over 30% of his time is used on IT matters.

What have been the main cost savings?

There have been no direct cost savings. Apart from direct software and training costs we have had to keep our hardware up to specification to keep pace with the requirements of the software as it develops. There is also the cost of the IT Partners time and the resultant restriction of his fee earning capacity. These costs would have arisen regardless of the chosen software system, and so when increased productivity is taken into account the net result must be viewed as a saving.

Have you noticed an increase in productivity, if so in what way?

OPSIS has generally allowed us to increase productivity to the extent that we have been able to limit the growth in staff numbers.

Are you satisfied with the level of ongoing support from OPSIS? How could we improve on this service?

Once one accepts that some problems will inevitably arise, the need for ongoing support follows. The service response we have experienced from OPSIS for both Solicitor and Millennium has almost always been prompt. Where a problem could not immediately be resolved we have always been assisted in getting operational pending a resolution of the problem.

Would you recommend OPSIS, why?

I would recommend OPSIS because it provides an intuitive, user friendly environment within which a solicitor or other staff member may work using their own established procedures and precedents, while affording an opportunity to adapt and expand those procedures and introduce automated reminders and processes, thereby allowing the practitioner to reduce risk in practise and enjoy a less stressful yet more efficient means of delivering service to clients.

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