{"id":3288,"date":"2021-09-17T16:00:30","date_gmt":"2021-09-17T16:00:30","guid":{"rendered":"https:\/\/www.version1.com\/en-us\/?p=3288"},"modified":"2021-09-17T16:00:30","modified_gmt":"2021-09-17T16:00:30","slug":"legal-ombudsman-robotic-process-automation","status":"publish","type":"case-studies","link":"https:\/\/www.version1.com\/en-us\/case-studies\/legal-ombudsman-robotic-process-automation\/","title":{"rendered":"Exploring the Power of Automation with the Legal Ombudsman"},"content":{"rendered":"<h2>The Legal Ombudsman (LeO) was formed in October 2010 as a result of the Legal Services Act 2007 and is appointed by the Office for Legal Complaints to run an independent scheme that resolves complaints about lawyers in a fair and effective way, helping to drive improvements to legal services.<\/h2>\n<p>LeO is a high-profile public body, dealing with over 100,000 contacts per year. The Legal Ombudsman engaged Version 1\u2019s Innovation Labs to explore how automation technology can deliver real differences across their organisation.<\/p>\n<h2>The Customer\u2019s Challenge<\/h2>\n<p>The current process for registering complaints to the Legal Ombudsman starts from the organisation\u2019s website where consumers access the Customer Assessment Tool (CAT) and fill out the required information. Validation is applied across the data, with the overall process stopping if the complaint does not meet the required criteria.<\/p>\n<p>If the complaint is successful, a summary email is generated and sent to a shared mailbox which is monitored by the Legal Ombudsman\u2019s employees. Upon receipt of a new email, this will create a new case on the company\u2019s CRM system and manually fill all the required information. As is commonplace with any manual data entry, this is a slow and repetitive process which is prone to human error.<\/p>\n<h2>Automating the Manual<\/h2>\n<p>With the case entry process being tedious and time-consuming for its employees, LeO engaged Version 1\u2019s <a href=\"https:\/\/www.version1.com\/innovation\/\">Innovation Labs<\/a> to explore how RPA (Robotic Process Automation) could help in overcoming this challenge.<\/p>\n<p>The time to process each case is around 10-15 minutes, which reduces the productivity of caseworkers. <strong><a href=\"https:\/\/www.version1.com\/innovation\/\">Robotic Process Automation<\/a> (RPA)<\/strong> was identified as the perfect solution by Version 1 to automate this process.<\/p>\n<h2>Discovering the Power of Automation in an Agile Manner<\/h2>\n<p>After analysing initial requirements, Version 1 planned to implement an RPA solution that would automatically handle complaint forms, input them into CRM, and perform an in-jurisdiction check. As a l<a href=\"https:\/\/www.version1.com\/our-tech-partnerships\/microsoft\/\">eading Microsoft partner<\/a>, Version 1 utilised Logic Apps due to its functional connectivity to Outlook and CRM Dynamics in the Legal Ombudsman\u2019s internal systems.<\/p>\n<p>The PoV was implemented in 4 bi-weekly sprints, fully automating the assessment phase of the Case registration process along with the in-jurisdiction check. The solution is planned to be in production by the end of Q1 2021.<\/p>\n<p>The Innovation Labs are currently engaging with LeO for another PoV employing <a href=\"https:\/\/www.version1.com\/innovation\/\">Smart Text<\/a>, our Natural Language Processing (NLP) solution, to summarise the documents attached to a case. This solution will empower LeO\u2019s employees, delivering the most important insights from the document rapidly.<\/p>\n<h2>Real Differences, Delivered<\/h2>\n<p>The following benefits were achieved for the Legal Ombudsman by the Version 1 Innovation Labs:<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We are trusted by leading global brands to deliver IT services and solutions which drive success. Explore our Customer Success Stories to find out why Version 1 is the right technology partner for you.<\/p>\n","protected":false},"featured_media":1232,"menu_order":0,"template":"template-simple-case.php","industry":[77],"service":[89],"technology-partner":[],"class_list":["post-3288","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry","industry-public-sector"],"acf":[],"translations":[{"blog_id":1,"post_id":3288,"name":"Europe","code":"EN-GB","hreflang":"en-gb","url":"https:\/\/www.version1.com\/case-studies\/legal-ombudsman-robotic-process-automation\/","is_current":false},{"blog_id":13,"post_id":3288,"name":"Americas","code":"EN-US","hreflang":"en-us","url":"https:\/\/www.version1.com\/en-us\/case-studies\/legal-ombudsman-robotic-process-automation\/","is_current":true}],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Exploring the Power of Automation with the Legal Ombudsman | Version 1 (US)<\/title>\n<meta name=\"description\" content=\"We are trusted by leading global brands to deliver IT services and solutions which drive success. 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