Nurturing and Growing Customer Relationships SUPRAWIN TECHNOLOGIES LTD An ISO/ IEC 27001: 27005 Certified Company LITIGATION SUPPORT SERVICES PRESENTATION Suprawin Technologies Ltd#364, 19th Main, 1st Block,Rajajinagar, Bangalore - 560010IndiaTel: +91 80 23520229/30/31Fax: +91 80 23429119 E-mail: email@example.com www.suprawin.com
Contents STL Overview Vision and Values About STL Litigation Services Litigation Support services and EDD Legal Document Determination Subjective Coding Objective Coding In text Coding Electronic Data Discovery v. Training and Production Process Infrastructure Differentiators Nurturing and Growing Customer Relationships Agenda
Nurturing and Growing Customer Relationships Company Profile Global provider of end-to-end IT and ITeS solutions • Corporate headquarters in Bangalore India • Inception in 1989 • Investors- Intrust Global and Suprajit Engineering Ltd • The facility of over 150 seats spread over a 10,000 sq. ft. area is completely secured. • 8+ years of industry experience in BPO. • 20+ years of industry experience in managed services • Experience in working with Fortune 500 companies • STL has clients from the Retail, Manufacturing, Legal, Financial services and Healthcare Industry verticals. An ISO/ IEC 27001: 27005 Certified Company
Nurturing and Growing Customer Relationships Vision To be a trusted global partner for knowledge based services consistently delivering value to our customers and stakeholders Values • Customer Satisfaction • Team Work • Integrity and Transparency
Nurturing and Growing Customer Relationships About STL Litigation Services • STL litigation support services are designed to provide quality, professional service with focus on Electronic Data Discovery, Litigation Coding. • STL litigation services are specially tailored to meet the requirements of: • Litigation support vendors • Attorneys and Solicitors • Counselors and Barristers • Law firms • Legal Practitioners • Offers a comprehensive array of services for legal information management. • We have recently crossed processing millions of documents in Unitization and Coding services. All our services are offered with industry standard practices of Confidentiality, Security, and Compliance. • Our proven and time-tested methodology facilitates us to manage voluminous work proficiently and competently in order to deliver preferred outcomes, on time.
Logical Document Determination Bibliographic Coding Subjective Coding Objective Coding In text Coding Electronic Data Discovery Nurturing and Growing Customer Relationships Litigation Support services and EDD
Nurturing and Growing Customer Relationships Logical Document Determination • Logical determination (LDD): Logically distinguished documents from each other and define attachment relationships among the documents (i.e., parent-child). Unitization enables database users to search and retrieve documents by a particular date, author, or other coded field even when those documents were buried as report attachments in the original, physically bound collection. • All the documents are well analyzed and at this phase field determination is identified. • Following are the some of the determination fields. • Beginning Bates: Document Starting Point. • Ending Bates: Document Ending Point. • Beginning Attachment: Parent Document Starting Point. • Ending Attachment: Child Document Ending Point.
Nurturing and Growing Customer Relationships Bibliographic Coding Bibliographic Coding- Locating important facts about a document’s origin can be time consuming and frustrating. Litigation Outsource uses bibliographic coding techniques to help expedite your sort and review process. We capture the creation date, author, recipients, document type, document title, signature and organization of origin. Based on your needs, fields can be added or deleted. We can also customize your database with codes that apply specifically to your case.
Nurturing and Growing Customer Relationships Subjective Coding • For subjective data that involves decision making and interpreting information (for example recognizing documents types from hundreds of possibilities, or reading and identifying the parties to a title transfer as the grantor or grantee) we create unique coding manuals and training programs for each project. • Subjective Coding– Coding documents based on subjective interpretation, rather than the verbatim capture of words or terms. The subjects may be represented in shorthand “code” form to facilitate searching, sorting and reporting. • Is a more comprehensive service that provides a database with bibliographic information and relevant data extrapolated from searching line-by-line review of each page of each document coding with the requested words or names into a database record that is associated with the document that the word or name was found in.
Nurturing and Growing Customer Relationships Objective Coding For objective data (such as social security numbers, check numbers, preprinted invoice numbers, etc.) the indexer is trained to find the correct data and enter it accurately into the appropriate field, with the necessary validation followed by verifying to ensure accuracy
In-Text coding is the process of capturing the data elements within the body of a document. Coding information referenced in the individual document such as names, locations, important numbers and dates etc. General Coding Fields: Document Type Document Date Document Title Document Authors Document Recipients Copies & Blind Copies Document Characteristic Nurturing and Growing Customer Relationships In- Text Coding
Nurturing and Growing Customer Relationships Electronic Data Discovery ( EDD) • EDD: It includes loading the data onto an EDD platform, extracting and “Flattening ” attachment and embedded files, converting the data to a readable format, reducing volume of the data by culling it down based on the key word filters, de-duping and then creating a load file to enable the data to be loaded into an electronic review software. • Processes involved: • File Inventory/Selection • Culling and De-duplication • Full Text • Data fields
Training and Production Process Flow Diagram Nurturing and Growing Customer Relationships Start Project Planning / Batching Receipt of Instruction / Images Unitization required? No Yes Orientation of Manual with Images Coding Unitization / batching Coding QC Project Training Quality Control Corporate QA Trained? Generate data files Final export file Live Consolidation / Cleanup End
Screen Shots - Process Nurturing and Growing Customer Relationships • Each and every operator in Suprawin is given a unique user name and password. • The unique identity help in tracking the individuals production, utilization, productivity and quality • Any person without a valid username password can not login in to Lancer for production
Screen Shots - Process ( LDD Project Creation) Nurturing and Growing Customer Relationships • The downloaded images from the customer site are uploaded to our LANCER platform. • This is done through automated tools. • The LANCER is a generic & a user friendly platform which helps easy creation of project tools with effective validations.
Screen Shots - Process ( LDD Allocation Screen) Nurturing and Growing Customer Relationships • The split LANCER batches are allocated to the team members for doing the LDD process. • The allocated batches are processed by trained members
Screen Shots - Process ( LDD Process Screen) Nurturing and Growing Customer Relationships • LDD process is being done. • Following are fields that are determined during this process • Beg Bates • End Bates • Beg Attachment • End Attachment • After completion of LDD, the batch is 100% QC’d by trained LDD QC team members
Screen Shots - Process ( Index Process Screen) Nurturing and Growing Customer Relationships • Fields other than the Document Type, Attachment Missing (Characteristics) are captured during the Index process. (Coding) • Following are fields that are coded during this process • Date • Est. Date • Title • Est. Title • Author • Recipient • CC/BCC • Names-in-Text • Characteristics • PO_Status • Indexed batches are crosschecked during the QC process.
Screen Shots - Process ( QA Process Screen) Nurturing and Growing Customer Relationships During this process a team of experienced Quality Analysts review the consolidated list of documents through a sampling methodology and check for the Quality of the output files. Feedback is given to concern team members when errors are found. Incase of major errors the batch is rejected for reprocessing.
Screen Shots - Process ( Consolidation and Final Clean up) Nurturing and Growing Customer Relationships During this process the consistency checks are done on the Names fields ( Author, Recipient, CC/BCC & names in text ). Duplicates are removed. Title consistency is also checked for during this process Automated options are present to in this process for easier & error free consolidation. Up on completion a spell check is run on the Title field
Screen Shots - Process ( Consolidation and Final Clean up –options to view images) Nurturing and Growing Customer Relationships During the final consistency checks the tool has options to view the images in case the QA is not sure of which title is correct. Helps to give faster and accurate output data
Restricted characters are validated and not allowed to be entered – e.g. “(double quotes) in the Title field Nurturing and Growing Customer Relationships
Tricker – A status review tool, helps the Team Leaders have a control of the production & helps in planning. Nurturing and Growing Customer Relationships
Summary Nurturing and Growing Customer Relationships • Date Field: • The date format should be MMDDYYYY or customer specified format. • Only valid months, dates in the month and years according to calendar are allowed. No future years are allowed. • Date should not be greater than 28 for the month of February (except leap year) • Date should not be greater than 31 for the months of Jan, Mar, May, Jul, Aug, Oct, Dec. • Date should not be greater than 30 for the months of Apr, Jun, Sep, Nov. • Month Value should not be greater than 12. • Year restrictions: the tool does not accept lesser than 1901 and greater than the current year. • Tool does not allow Alpha values in the date field, unless specified by the customer.
Summary Nurturing and Growing Customer Relationships Title Field: If the customer requests to capture the title field only with Title Case, the tool automatically puts in title case for the field irrespective of the capture. This helps to improve quality and productivity. Tool validates for the multiple entries and automatically generate in specified formats.
Features Included Nurturing and Growing Customer Relationships Menu Based entries for all pre-defined fields like Doc. Type, Doc. Characteristics etc. No manual entry is allowed for such fields Easy customization for project specific requirements. Rules for each field are set for each project and validated as per the customer requirement Tool does not accept Enter (hard-return) character, double spaces in-between words and other non-permissible characters within the output Tool does not allow keying the field separators, text qualifiers such as Pipe, Carat Symbols within the field entries as specified by clients Tool automatically generates the output based on the Capitalization rules defined by customer such as Title case, All CAPS, lower-case etc. Validates for GAPS in sequence numbering of bates and generate a log for customer review. Output exporting feature for any customer defined layouts
Nurturing and Growing Customer Relationships Infrastructure • Facilities to seat over 150 people in Bangalore, expandable at short notice. • State- of-the art, scalable infrastructure for 365 X 24 service levels • Excellent resource pool with average 5 years of experience. • Intellectual Property (IP) protection norms • Licensed copies of all software tools and packages • Full capacity power back-up. • VOIP connectivity from multiple vendors for reliability and easy communication
Security, Privacy & Confidentiality Measures at STL Nurturing and Growing Customer Relationships • Security measures to prevent vandalism • Random checks • Smoke alarms & fire extinguishers • 24X7 video surveillance and guarded facility. • Access cards are provided to all employees. • Internet gateway filters • Well defined data back-up procedure • Patch management • Internet connectivity : 10 mbps bandwidth • Confidentiality agreements • Firewalls & Antivirus software • Password protected systems • Training on security • Absence of external drives • Limited access to data • Encrypted data • Electronic devices are not allowed • Paper/printed documents are not allowed • Restricted print permissions • Strict administrative procedures
Process Online secure access and data sharing Secure document handling Betterment of process for error identification and recovery. Built-in advanced validations during coding Data converted into searchable, full text indexing Deployment of leading-edge technology in processes Comprehensive document summaries Processed output in multiple media formats Accelerated capture and processing of critical litigation information Accelerated delivery of data and documents to litigation support systems Nurturing and Growing Customer Relationships Differentiators
Nurturing and Growing Customer Relationships Service We transform manual and paper intensive forms servicing operations into a fully automated and efficient process utilizing state-of-the-art litigation coding services and solutions. Advanced technology deployment and data security management High accuracy levels of 99.5% or more Short turnaround time Scanned images can be integrated with the customers document management system Workflow based exceptions Flexible Capacity Successful implementation through proven process migration, methodology & domain expertise. Differentiators
People Cost Savings and reduction of in-house support and training Lower Financial and Human Resource Processing costs Highly skilled human-resources ensures accuracy Capacity of programmers, process and data engineers to meet your non-planned requests. Cost Lower Cost Solutions Over 60% cost savings Zero cost of ownership on software and hardware Nurturing and Growing Customer Relationships Differentiators
Thank YouFor Your Valuable TimeThe elusive key to a successful Offshore Outsourcing venture resides in a twelve-letter word - relationship. Nurturing and Growing Customer Relationships