Finding a Document Management System That Fits

Considerations for a
Document Management System

As the Firm Administrator, I play a lead role in bringing new technology to DFPH&J. I assembled a team to begin research for a system that would facilitate greater collaboration, file sharing and automation of our firm's document production. After thorough study, the team selected document management software from Cabinet NG (CNG) called CNG-SAFE and we began implementation in 2009. The resulting transformation of our firm's business processes and communication has vastly improved our service to clients, increased the job performance and satisfaction of employees and helped fortify our firm's position as an industry leader.

Much of our firm's work builds on previously issued legal opinions and memoranda. In one day, we were able to import over 270,000 documents into CNG-SAFE. Because the software is supported by a SQL database with powerful indexing, over two decades of archives (over half a million documents) became searchable in seconds. In addition to the documents generated, we rely extensively on public records obtained on CD. In the past, our examiners had to locate the specific CD to review a particular record. Now all records are added to CNG-SAFE, creating an extensive resource library that users can review simultaneously.

Employee satisfaction and productivity has increased as a result of better communication, quicker access to information and flexibility for time in the office. Our clients are receiving better service because we are able to research issues and provide answers more quickly than our competitors. And with remote access, the attorneys and paralegals enjoy the ability to work from home or at conferences, allowing us to be more effective while traveling and still meet the expectations of our clients. The software has even added an element to our firm's HR benefits by introducing the flexibility for staff on maternity leave to continue to work if they chose.

Another feature of CNG-SAFE is that it integrates with our firm's existing software applications. We have used WordPerfect since we began using PCs to generate documents, and some systems we originally considered conflicted with WordPerfect. Migrating from WordPerfect would have meant retraining our word processing staff and recreating an extensive library of macros.

The speed of business at DFPH&J is now faster than ever. Workflow allows users to circulate documents with comments and instructions similar to the old post-it note on a folder, but instead of becoming buried on someone's desk, other users can still view the document or folder as well as the notes. The routing history and all versions of a document are automatically saved, making it simple to track and revert to prior versions. CNG-SAFE ensures we not only keep pace but also shape the future of our profession.

Identifying Requirements for a DMS

When searching for a DMS, it's important to identify what features or general requirements you want your system to meet. As you identify general requirements and begin to research the various systems available on the market today, your specific requirements will become even clearer. Following are some elements to consider when evaluating a DMS.

Simplicity. Ease of use is paramount; many times staffers will be hesitant to try out new technologies, especially if they aren't tech-savvy to begin with. The user experience has to be great, otherwise people will resist using the system. Look for a system that will be familiar to users even though there still might be a slight learning curve.

Organization. The most efficient way to achieve organization is to
categorize the filing system in a way that mimics the paper world. By mimicking the physical filing environment, users will feel more at ease with a system that is similar to something they already know. For security, controlling access and user rights on every single document is a must.

Integration. Look for a system that can integrate with your existing software, general business/office applications, billing system, etc. Otherwise you will need to budget for replacement software and retraining.

Workflow. Most transactional firms operate by document workflow processes. These processes are the lifeblood of the firm. Examples include creating new client documentation, reviewing contracts, requesting and receiving medical records and other outside documents, court scheduling, etc. Some DMS include built-in workflow capabilities, others provide workflow as an optional add-on, and some do not provide any workflow. In those systems that provide workflow, processes can be performed manually or based on business rules and provide alert and escalation automation, as well as reporting and management functions to monitor and control processes.

Installed or Hosted. An installed, premises-based DMS runs on your server and can be accessed through a client or Web interface. As with any installed software, it is incumbent on you to maintain the system and perform necessary backups. Hosted DMS places the server component in a remote data center that is managed and maintained by a service provider. Users can also access the hosted server via a client or Web interface. The hosted approach eliminates the necessity of managing server hardware and backups.

Remote Access. With remote access, a firm's attorneys and paralegals can enjoy the ability to work outside of the office. By eliminating the need for presence in the office, firms can also expand their hiring and benefit options. For example, access for employees from out of state and on maternity leave benefits both employer and employee.

Implementation. With the pace of the legal industry and geographies of DFPH&J's worldwide clients, our employees need to be able to provide round-the-clock attention. To minimize disruption, we needed a system that would provide a quick and seamless integration of our existing archive of over 270,000 documents. Will your current documents need to be part of the system, if so, how will they be implemented?

Training. The quality and availability of customer service and technical support during the first weeks and months of implementation is invaluable. Will your firm require in-house training? What happens when new employees are brought on, or if someone needs a review of the system? Does the vendor offer ongoing training and/or Web training? Make sure you have the support in place for when you need it, because you will.

ROI. The system should make a meaningful impact on reducing cost and storage space in the office within a year. Demonstrating a financial return on the investment should be fairly easy to do since many firms spend tens of thousands of dollars annually on file folders, paper, offsite storage and file clerks. Labor savings, as a result of improved efficiencies, will be a major contributor to the total ROI.

Conclusion

Making the transition from file cabinets to a DMS requires an investment of time and resources. Selecting a product that fits your firm's needs and a partner who will support you in this transition is vital. Equally important is the commitment by the leaders of your firm to go through the internal change that will lead to dramatic improvements in efficiency, security and control of all your documents and processes. A document management system is a key investment for any growing organization striving to increase productivity and response time. For DFPH&J, employee satisfaction and productivity has increased as a result of better communication, quicker access to information and flexibility for time in the office.

Many types of law firms (personal injury, disability, traffic law, etc.) are growing by taking more cases to closure. This creates unique document management problems that can adversely affect the bottom line. As new clients are added, there are agreements to be signed and filed. Sensitive medical records are requested, received and filed. Court documents and schedules are filed and managed. Deposition, settlement and subrogation documents are created or received ' then filed. Reports are created and used to measure performance. Employees are hired and managed. Suppliers send invoices. These are just a few of the typical law firm processes that require documents.

Growing a firm without updating the way documents are handled is costly and creates chaos. By consolidating all of these documents into a centralized Document Management Software (DMS) system, you have the ability to put documents at the fingertips of the right people at the right time.

At Daugherty, Fowler, Peregrin, Haught & Jenson (DFPH&J), we have been providing legal assistance to clients involved in aircraft transactions since the inception of the FAA Registry. Because our business is international in scope, we are challenged to be responsive to clients outside of normal business hours. Additionally, we were maintaining large, heavy paper files that were costly to store and difficult to share (with paper stacks reaching 15 inches thick). Responding to a client inquiry could take hours to locate and review a physical file. The impetus to go “paperless” was due in part to new industry regulations that increased our firm's workload, staff and the need to collaborate. Locating and updating paper files quickly became too cumbersome, and we desperately needed a system to manage the new information as the practice rapidly expanded.

Considerations for a
Document Management System

As the Firm Administrator, I play a lead role in bringing new technology to DFPH&J. I assembled a team to begin research for a system that would facilitate greater collaboration, file sharing and automation of our firm's document production. After thorough study, the team selected document management software from Cabinet NG (CNG) called CNG-SAFE and we began implementation in 2009. The resulting transformation of our firm's business processes and communication has vastly improved our service to clients, increased the job performance and satisfaction of employees and helped fortify our firm's position as an industry leader.

Much of our firm's work builds on previously issued legal opinions and memoranda. In one day, we were able to import over 270,000 documents into CNG-SAFE. Because the software is supported by a SQL database with powerful indexing, over two decades of archives (over half a million documents) became searchable in seconds. In addition to the documents generated, we rely extensively on public records obtained on CD. In the past, our examiners had to locate the specific CD to review a particular record. Now all records are added to CNG-SAFE, creating an extensive resource library that users can review simultaneously.

Employee satisfaction and productivity has increased as a result of better communication, quicker access to information and flexibility for time in the office. Our clients are receiving better service because we are able to research issues and provide answers more quickly than our competitors. And with remote access, the attorneys and paralegals enjoy the ability to work from home or at conferences, allowing us to be more effective while traveling and still meet the expectations of our clients. The software has even added an element to our firm's HR benefits by introducing the flexibility for staff on maternity leave to continue to work if they chose.

Another feature of CNG-SAFE is that it integrates with our firm's existing software applications. We have used WordPerfect since we began using PCs to generate documents, and some systems we originally considered conflicted with WordPerfect. Migrating from WordPerfect would have meant retraining our word processing staff and recreating an extensive library of macros.

The speed of business at DFPH&J is now faster than ever. Workflow allows users to circulate documents with comments and instructions similar to the old post-it note on a folder, but instead of becoming buried on someone's desk, other users can still view the document or folder as well as the notes. The routing history and all versions of a document are automatically saved, making it simple to track and revert to prior versions. CNG-SAFE ensures we not only keep pace but also shape the future of our profession.

Identifying Requirements for a DMS

When searching for a DMS, it's important to identify what features or general requirements you want your system to meet. As you identify general requirements and begin to research the various systems available on the market today, your specific requirements will become even clearer. Following are some elements to consider when evaluating a DMS.

Simplicity. Ease of use is paramount; many times staffers will be hesitant to try out new technologies, especially if they aren't tech-savvy to begin with. The user experience has to be great, otherwise people will resist using the system. Look for a system that will be familiar to users even though there still might be a slight learning curve.

Organization. The most efficient way to achieve organization is to
categorize the filing system in a way that mimics the paper world. By mimicking the physical filing environment, users will feel more at ease with a system that is similar to something they already know. For security, controlling access and user rights on every single document is a must.

Integration. Look for a system that can integrate with your existing software, general business/office applications, billing system, etc. Otherwise you will need to budget for replacement software and retraining.

Workflow. Most transactional firms operate by document workflow processes. These processes are the lifeblood of the firm. Examples include creating new client documentation, reviewing contracts, requesting and receiving medical records and other outside documents, court scheduling, etc. Some DMS include built-in workflow capabilities, others provide workflow as an optional add-on, and some do not provide any workflow. In those systems that provide workflow, processes can be performed manually or based on business rules and provide alert and escalation automation, as well as reporting and management functions to monitor and control processes.

Installed or Hosted. An installed, premises-based DMS runs on your server and can be accessed through a client or Web interface. As with any installed software, it is incumbent on you to maintain the system and perform necessary backups. Hosted DMS places the server component in a remote data center that is managed and maintained by a service provider. Users can also access the hosted server via a client or Web interface. The hosted approach eliminates the necessity of managing server hardware and backups.

Remote Access. With remote access, a firm's attorneys and paralegals can enjoy the ability to work outside of the office. By eliminating the need for presence in the office, firms can also expand their hiring and benefit options. For example, access for employees from out of state and on maternity leave benefits both employer and employee.

Implementation. With the pace of the legal industry and geographies of DFPH&J's worldwide clients, our employees need to be able to provide round-the-clock attention. To minimize disruption, we needed a system that would provide a quick and seamless integration of our existing archive of over 270,000 documents. Will your current documents need to be part of the system, if so, how will they be implemented?

Training. The quality and availability of customer service and technical support during the first weeks and months of implementation is invaluable. Will your firm require in-house training? What happens when new employees are brought on, or if someone needs a review of the system? Does the vendor offer ongoing training and/or Web training? Make sure you have the support in place for when you need it, because you will.

ROI. The system should make a meaningful impact on reducing cost and storage space in the office within a year. Demonstrating a financial return on the investment should be fairly easy to do since many firms spend tens of thousands of dollars annually on file folders, paper, offsite storage and file clerks. Labor savings, as a result of improved efficiencies, will be a major contributor to the total ROI.

Conclusion

Making the transition from file cabinets to a DMS requires an investment of time and resources. Selecting a product that fits your firm's needs and a partner who will support you in this transition is vital. Equally important is the commitment by the leaders of your firm to go through the internal change that will lead to dramatic improvements in efficiency, security and control of all your documents and processes. A document management system is a key investment for any growing organization striving to increase productivity and response time. For DFPH&J, employee satisfaction and productivity has increased as a result of better communication, quicker access to information and flexibility for time in the office.