| Legal Process Outsourcing ("LPO")
The Challenge
Nothing comes more complicated to the desk
of a debt recovery practitioner than drafting
the age old Writ of Fieri Facias (Fi Fa)
and so the decision to ship this process
offshore in 2005 was one which needed a
steady hand on the tiller.
Claire Sandbrook as CEO of Shergroup was
determined to show that her offshore teams
could cope with the complexity of preparing
Writs in a daily volume. Having worked with
Writs of Fi Fa all her working life, Claire
had a strong belief that if this process
could successfully be moved offshore then
even more processes could follow. In 2004
she created an internal project called “Project
Taj Mahal” which was aimed at demonstrating
to her internal teams that the vision of
offshoring key Shergroup processes could
succeed.
The Sheriffs Lodgment Centre® or SLC
as it is known to its clients receives requests
from creditors holding a domestic court
judgment or a judgment from Scotland, Northern
Ireland or overseas.
The creditor wants to enforce the court
judgment against the debtor to ensure payment.
The Sheriffs Lodgment Centre service is
in effect a clearing house for all types
of judgment and will help creditors to ensure
they understand the English and Welsh system
of enforcement. Sounds simple, until you
begin to appreciate just how different judgments
can be!
The Solution
Essentially over a period of years the process
has evolved and today the work carried out
ten years ago to map the process of enabling
creditors to engage with the English and
Welsh system of enforcement means there
is very little business that falls outside
normal business. So in short the process
now looks like this:
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All the input of data from judgments
received by the Sheriffs Lodgment Centre
team is carried out in our offshore
facility whilst being supervised by
onshore managers |
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The offshore team retrieve all the
judgment information in the form of
scanned images from the UK office, and
then categorise the data to be entered |
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Once this has been done the data entry
team begin the process using the specialist
web-based software |
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Once input the data is cross-checked
and anomalies are sorted out with the
onshore team |
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Checks to verify the data have also
been introduced into the process including
using Royal Mail software to check the
addresses |
Process Manuals have been prepared to ISO9001
standards of quality standard.
A quality control process has been designed
to ensure quality and integrity of data within
strict service levels, setting an acceptable
accuracy standard of 97.00%.
The Result
The result of all this activity has been that
today the Sheriffs Lodgment Centre® produces
consistent quality of legal processing information
to a 97% standard across all quality indicators.
The entire process is also audited to ISO9001
standards of business process.
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