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How to work well with the LSC John Sirodcar LSC Head of Contract Management Deborah Challis Area Contract Manager S

. How to work well with the LSCTop 10 Tips. 2. . 1. Register for and read the LSC Updates. . 2. Take advantage of our free training and pilots . . 3. Significantly reduce your application and bill reject and refusal rates. . 4. Use eforms. . 5. Keep chaser calls to a minimum.

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How to work well with the LSC John Sirodcar LSC Head of Contract Management Deborah Challis Area Contract Manager S

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    1. How to work well with the LSC John Sirodcar – LSC Head of Contract Management Deborah Challis – Area Contract Manager South Tyneside

    2. How to work well with the LSC Top 10 Tips 2

    3. 1. Register for and read the LSC Updates Only 50% of those people who are registered for the email update actual open it Contains incredibly useful information – including invitations to tender for work and press releases - and comes out usually once a fortnight – but we do send out ‘LSC Update Extras’ for urgent updates. As many people as you like in your firm can register and receive the update. Most of what I am going to cover here has featured in the LSC Update at some point but have you read it? ........................... Register on our website (see pack for details)Only 50% of those people who are registered for the email update actual open it Contains incredibly useful information – including invitations to tender for work and press releases - and comes out usually once a fortnight – but we do send out ‘LSC Update Extras’ for urgent updates. As many people as you like in your firm can register and receive the update. Most of what I am going to cover here has featured in the LSC Update at some point but have you read it? ........................... Register on our website (see pack for details)

    4. 2. Take advantage of our free training and pilots Did you know that only 60% of you registered and completed our free online Family Phase 2 training? Large providers not taking part (or able to explain what other training they did) will be top of our risk list for future audit activity. Free training that is now available includes Legal Aid Reform, specifically the new fees for civil and crime – and take up to date is poor You can continue to access it as a reference point, and again, as many people as you want in your firm can register and complete it. News about pilots are in the LSC Update – for example a new Pilot being launched to simplify the VHCC case planning for child care cases where you will be paid based on the number of hearings attended instead of hourly rates or graduated fees. Much easier case planning Huge benefits for providers (see pack)Did you know that only 60% of you registered and completed our free online Family Phase 2 training? Large providers not taking part (or able to explain what other training they did) will be top of our risk list for future audit activity. Free training that is now available includes Legal Aid Reform, specifically the new fees for civil and crime – and take up to date is poor You can continue to access it as a reference point, and again, as many people as you want in your firm can register and complete it. News about pilots are in the LSC Update – for example a new Pilot being launched to simplify the VHCC case planning for child care cases where you will be paid based on the number of hearings attended instead of hourly rates or graduated fees. Much easier case planning Huge benefits for providers (see pack)

    5. 3. Significantly reduce your application and bill reject and refusal rates A major contributing factor to the backlogs is the amount of re-work that we have to do – more than 25% of applications or bills are not submitted correctly - not efficient for either of us. Included in the top reasons for reject are that the application is not signed or dated or the file of papers required to assess the application are not submitted. Reducing the amount of re-work will have a huge impact on improving our efficiency and backlog reduction We know we don’t always get it right – but if we reject in error and you re-submit it will go to the front of the queue (but make it clear on your covering letter so the post-opening team can pick it out) To try and support this, we are consulting with professional form designers to see if we can redesign the CDS forms so it is easier to complete them correctly first time – check the LSC Update for further information on this (looking at October to introduce an early draft) See pack for help in this area A major contributing factor to the backlogs is the amount of re-work that we have to do – more than 25% of applications or bills are not submitted correctly - not efficient for either of us. Included in the top reasons for reject are that the application is not signed or dated or the file of papers required to assess the application are not submitted. Reducing the amount of re-work will have a huge impact on improving our efficiency and backlog reduction We know we don’t always get it right – but if we reject in error and you re-submit it will go to the front of the queue (but make it clear on your covering letter so the post-opening team can pick it out) To try and support this, we are consulting with professional form designers to see if we can redesign the CDS forms so it is easier to complete them correctly first time – check the LSC Update for further information on this (looking at October to introduce an early draft) See pack for help in this area

    6. 4. Use eforms Working toward the new Client and Cost Management System (IDP) where all civil certificated forms will be submitted electronically (and in fact forms disappear – we ask questions based on last answer) You can use eforms to request civil POAs – current only 30% of submitted electroncially – processed within 2-3 days opposed to 10-12 days which means you could get payment 60% faster!!Working toward the new Client and Cost Management System (IDP) where all civil certificated forms will be submitted electronically (and in fact forms disappear – we ask questions based on last answer) You can use eforms to request civil POAs – current only 30% of submitted electroncially – processed within 2-3 days opposed to 10-12 days which means you could get payment 60% faster!!

    7. 5. Keep chaser calls to a minimum The vast majority of the 10,000 plus calls we get each week to our contact centres are chaser calls. More staff on the phones are then not able to process bills and applications – hence contributing to the backlogs We have reduced the phone opening lines to 10 – 12 and 3 til 5, and utilising the staff down time to process apps. Check the internet for oldest dates, and unless the query is urgent – please don’t call usThe vast majority of the 10,000 plus calls we get each week to our contact centres are chaser calls. More staff on the phones are then not able to process bills and applications – hence contributing to the backlogs We have reduced the phone opening lines to 10 – 12 and 3 til 5, and utilising the staff down time to process apps. Check the internet for oldest dates, and unless the query is urgent – please don’t call us

    8. 6. Standard Monthly Payments Administering the Standard Monthly Payment process is a bit of a nightmare for us and you. We have an option for you to opt-out of SMP and mvoe to pay as claims. If you are interested contact Joe Cowley, details in the packAdministering the Standard Monthly Payment process is a bit of a nightmare for us and you. We have an option for you to opt-out of SMP and mvoe to pay as claims. If you are interested contact Joe Cowley, details in the pack

    9. 7. Reduce number of contact details This is one we both need to take away. Having too many contact points means it is difficult for us to contact you We are working on this with the introduction of the electronic system – where posting will be a thing of the past, but in the meantime, there are things you can do to speed the process up, like sending the right application to the right place (see pack for details)This is one we both need to take away. Having too many contact points means it is difficult for us to contact you We are working on this with the introduction of the electronic system – where posting will be a thing of the past, but in the meantime, there are things you can do to speed the process up, like sending the right application to the right place (see pack for details)

    10. 8. Refer to CLA Where you have capacity issues refer to clients to the CLA for help – especially email advice (for the deaf) and for people whom English is not their first language or British Sign LanguageWhere you have capacity issues refer to clients to the CLA for help – especially email advice (for the deaf) and for people whom English is not their first language or British Sign Language

    11. 9. Use your Contract Manager Know and use your CM. If things aren’t going right and you have tried the right line of enquiry first, contact your contract manager who may be able to resolve it before you need to issue a formal complaint. They also know all about what training, tenders, updates etc are top of the agenda – so keeping in contact with them can help. The Contract Manager role has changed from Relationship Manager to Contract Manager, and they are now very much focussed on helping you stick to the contract (NAO results). You’ll get more out of the relationship if you are professional and not hostile.Know and use your CM. If things aren’t going right and you have tried the right line of enquiry first, contact your contract manager who may be able to resolve it before you need to issue a formal complaint. They also know all about what training, tenders, updates etc are top of the agenda – so keeping in contact with them can help. The Contract Manager role has changed from Relationship Manager to Contract Manager, and they are now very much focussed on helping you stick to the contract (NAO results). You’ll get more out of the relationship if you are professional and not hostile.

    12. 10. Cascade this information to your staff Lastly – tell the people in your office who work with the LSC all about this top ten list. We know so many of you are committed to working with us, but unless all fee-earners know whats going on, it is harder for us to improve. We don’t want to visit you, but because information like this is not cascaded, we often have to. Lastly – tell the people in your office who work with the LSC all about this top ten list. We know so many of you are committed to working with us, but unless all fee-earners know whats going on, it is harder for us to improve. We don’t want to visit you, but because information like this is not cascaded, we often have to.

    13. Thank you Questions Debate? 13

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