publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/338432
ILTA WHITE PAPER: JUNE 2014 WWW.ILTANET.ORG 20 perform routine tasks, e.g. data pushing and QA, and teach internal staff to be more consultative, making them more available to the attorneys and increasing their value. Managed service plans and agreements are drafted to accommodate increasing client responsibilities. DEFINING THE PARTNERSHIP Managed service agreements are as varied as the number of clients being served. The Jones Walker team decided to adopt this model incrementally. Since they have an active multi-year license for processing software, they only included review platform hosting in the initial agreement. The practice support team continues to process most cases in-house, and their managed services provider processes larger cases under a standard services agreement. However, all the reviews fall under the managed services agreement. Outsourced Relativity Certified Administrators currently manage the systems, but as Jones Walker personnel gain experience and expertise, they will take more control over the systems. Smith plans to move data processing under the managed services umbrella in the near future as Jones Walker's internal workflows become more streamlined and data volumes continue to increase. Jones Walker wanted to design a streamlined cost recovery process, so reporting and metrics were considered while defining the partnership. The managed services provider team delivers invoices that can be easily understood and approved by corporate clients. PARTNERS IN SUCCESS Jones Walker has been partnering with a managed services provider for two years, and it has proven to be a beneficial partnership for both organizations. Jones Walker has moved from legacy e-discovery technology to industry-leading software without incurring capital expenses and has reduced e-discovery costs for its clients, while the services provider has established a long-term partnership with one of the largest law firms in the Gulf South. The Jones Walker team has found it particularly helpful to have a dedicated support team to whom they can turn for all of their electronic discovery needs. Managed services was a good fit for Jones Walker. Is it right for you? FITTING AN E-DISCOVERY SOLUTION TO MEET THE NEEDS OF A WORKFLOW: OUTSOURCED/MANAGED SERVICES