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Client and Cost Management System (CCMS) Go-live support pack for new cases

Tranche 1 Providers

Contents

1. Introduction

2. Timeline

3. Latest news

4. User set-up

5. Tranche 1 Pathway

6. How do you access CCMS?

7. Go-live checklist

8. Managing your cases

9. How will you be supported?

10. Day one and keeping you informed

11. Contact list

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1. IntroductionYour organisation is part of Tranche 1 for the national roll-out of the Client and Cost Management System (CCMS). Tranche 1 comprises all providers with an organisation name beginning A-F as well as all counsel.

This go live pack is your third support pack and gives you the information you need to get ready to go live with CCMS.

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All our packs follow a basic timeline Each pack is launched at a key stage in the timeline and contains all the information you will need to get ready.

1. Introduction – sent to you on 21 October 2013

2. Training – sent to you on 12 November 2013

3. Go live support (new cases) – this pack

4. Go live support (transfer of existing cases) – to be sent to you after we have rolled-out the system nationally for new cases

All support packs are available on the ‘Getting Started’ page of the ‘Tranche 1 Resources’ section on the CCMS website.

What’s in this pack?

This pack supports the first phase of go-live, when you begin managing new cases on CCMS.

It gives you an overview of:

• preparatory activities to undertake (including user set-up)

• managing your cases

• accessing the system

• support and defect reporting.

Please cascade the information in this pack to your colleagues.

All the information contained here is available for anyone to download from the CCMS website.

2. Timeline

This timeline sets out all the high-level activities you need to undertake to be ready for go-live.

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Introductory Pack Sent out

CCMS Survey Complete

Training Pack Sent out

Training available on website Complete

Engagement Events Complete

Identify internal training requirements & commence online training In progress

Go-live support pack for new cases Now

CCMS Firm Administrator begins user set-up in your organisation From 18 December 2013

Confirmation of Go-live ¦ Start using CCMS for NEW CASES 20 January 2014

Begin using Tranche 1 Pathway for paper submissions 20 January 2014

Support starts From 20 January 2014

3. Latest news Go-live

We are working towards a go-live date of 20 January 2014.

We will communicate any changes to go-live via email to your nominated contact who is responsible for circulating information in your organisation.

Training

Your training support pack was launched in November, providing a guide to the available e-learning modules and quick guides, as well as advice on planning training for staff.

All training modules, quick guides and supporting information will remain available online so that individuals in your organisation can do refresher training.

Engagement events

Events were held between 18 November – 6 December for Tranche 1 providers and counsel to give you an introduction to the system, an overview of the resources available and the opportunity to speak to us direct.

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Managing your cases from go-live

To facilitate the transition from the paper process to CCMS for your new cases, we have created a Tranche 1 Pathway for all your paper submissions

Go-live support

Support is available to assist you with all aspects of using CCMS. You can find out more in section 7

User set-up

Your nominated CCMS Firm Administrator will shortly be able to begin set-up - they will receive email confirmation of their new role by 18 December 2013.

They will then be able to create new users and assign CCMS roles to new and existing users

If your nominated Firm Administrator does not receive an email confirming that they have been granted access to CCMS by 18 December, please contact Online Support

4. User set-upThe most important activity you need to undertake to prepare your organisation for using CCMS at this point is user set-up and role allocation.

User set-up

The individual you nominated as your CCMS Firm Administrator will soon be given the CCMS Firm Administrator role on the LAA Online portal. They will receive an email confirming their new role by 18 December. If your Firm Administrator has not received the email by this date, please email our Online Support Team.

The Firm Administrator is responsible for giving roles to each person in your organisation that requires CCMS access. This is done through the LAA Online portal. For more details on accessing the portal see section 6

• If the individual is already an LAA Online user, you can just add the relevant CCMS role to their user account - you don’t need to create an additional user account.

• If the individual has never used LAA Online, you need to create a user account for them before adding any CCMS roles.

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Quick guides

Quick guides are available to walk you through all stages of creating/amending users and managing roles. Click here to access them.

Roles and responsibilities

The Roles and Responsibilities document on the CCMS website outlines the different roles available and provides case studies to help you see how they can be applied in your organisation.

If you have not already read this document during training, please do so as part of user set-up to ensure your CCMS Firm Administrator applies the correct roles.

5. Tranche 1 Pathway What is the Tranche 1 Pathway? The Tranche 1 Pathway will allow you to submit any paperwork relating to your existing civil certificated cases via a dedicated casework process.

This will allow us to streamline the work you submit via CCMS and paper and make the process easier when we transfer your existing cases to CCMS later on.

When will pathway processing begin?

You can start using the Pathway only when you go live with CCMS from 20 January. You will receive full details - including contacts and the coversheet for the Pathway - two weeks before go-live.

You can also get all the necessary information and resources from the CCMS website.

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How to use the Tranche 1 Pathway

You will need to use a specific coversheet and attach it to all the casework you submit.

You will be able to get in touch with the caseworkers processing your work via the usual customer services team.

More details about the Pathway and copies of the coversheet will be circulated nearer to go-live.

What can you submit?

The Pathway is only for paperwork relating to existing cases you have with the LAA and includes amendments, bills, and evidence.

New applications should be processed through CCMS.

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6. How do you access CCMS?CCMS is accessed through the LAA Online Portal. This is the website currently used to access other LAA applications such as CWA and eForms.

To log in to the portal, go to the Legal Aid pages of the Ministry of Justice website and click ‘Log in to the LAA Online Portal’.

You must be set-up as a user on the Online Portal and assigned the appropriate role to be able to access CCMS. Please see section 4

If you do not have your password to log in, you can request a password reset via the link at the bottom of the screen.

When you are logged in to the portal, you can choose CCMS from a list of available applications.

You will not be able to access CCMS until the go-live date: 20 January 2014.

For more help with accessing the portal and logging in to CCMS, view our go-live quick guides on the CCMS website or contact Online Support

7. Go-live checklist

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You can use this section as a checklist to ensure that you and your staff have completed the activities necessary to get ready to use CCMS.

1. Ensure that all staff who will use CCMS have access to the training and quick guides.

2. Ensure that all users are set up (once your CCMS Firm Administrator receives email confirmation of their new role).

3. For help logging in, access the go-live quick guides.

4. Look out for go-live communications which will be sent to your nominated contact to let you know that CCMS is ready to use.

5. Look out for information about the Tranche 1 Pathway and cascade this to relevant staff in your organisation.

6. All providers should have completed the CCMS Survey. If you have not done so, please do so as a matter of urgency. Failure to provide details of an CCMS Firm Administrator will result in a delay to your organisation being able to access CCMS.

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8. Managing your cases from go-liveNew cases

From 20 January 2014, all new cases should be managed through CCMS.

This means:

• All new applications for funding should be submitted online.

• You should not submit any paper forms, evidence or correspondence relating to new applications for funding for funding.

• Evidence should be submitted electronically or sent to our Document Scanning Centre (DSC) in Sale

• You will be able to track progress of cases online.

• Where counsel have been instructed, you must assign them to the relevant case on CCMS and specify a cost apportionment for them.

• All requests for payment on cases started on CCMS must be made through CCMS.

Existing cases

From 20 January 2014, any existing cases will be managed through the Tranche 1 Pathway until they are transferred to CCMS. This means:

• All amendments and bills for existing cases will continue to be managed through paper-based forms.

• You should use the Tranche 1 Pathway for all work related to existing cases and contact the dedicated CCMS caseworker team for all queries relating to these cases.

Your existing cases will be transferred onto CCMS later, following the national roll-out of CCMS for new cases.

You will be given a support pack on the migration of your existing cases onto the CCMS system after the above-mentioned roll-out.

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9. How will you be supported?Please follow the following steps if you having problems with using CCMS:

1. Ensure each user in your organisation has access to the training and quick guides available on the CCMS website. Quick guides can be printed and are useful summaries of key system processes. If a member of staff is unsure about a process, please encourage them to review the training before calling us.

2. Check the Hints and Tips section of the CCMS website for solutions to common navigational issues. We will also include information of issues affecting all users on the CCMS website, alongside with any workarounds.

3. If, having reviewed the available resources, you are still unable to progress the matter, please contact the relevant support team

Casework

The customer services team will continue to be your first point of contact for all your civil certificated work after go-live.

Technical

You can call the Online Support Team on 0203 334 6664 for technical help, including how to log on, user set-up issues, role allocation and reporting issues.

Queries and concerns

If you have any questions on the implementation of the system or how your cases will be managed, you can email the Implementation Team.

You can also contact your Contract Manager if you have any issues.

The CCMS website is regularly updated with current information about CCMS and national roll-out.

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10. Day one and keeping you informed On the morning of Go-live, we will email your nominated contact to confirm that you can start using CCMS. From this point, all users with a CCMS role will be able to access the system through the LAA Online portal.

Use the ‘logging in’ quick guide to help you log in for the first time and circulate it to other users in your organisation.

If there is a change to the plan for go-live, including if there is a change to the date, we will contact your nominated contact and update the CCMS website with the latest information.

Please check the training website regularly for updated help and guidance material.

Your contact will receive regular updates from us after go-live with news, helpful tips on the system and the next steps for CCMS.

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11. Contacts

Types of Query Team Contact Information

Casework queries Caseworker Team Use your current channels to discuss your casework

General technical support, e.g.- logging in- navigating CCMS - user set-up

Online Support Team Tel: 0203 334 6664 Option 2

Email: Online-support@legalaid.gsi.gov.uk

Feedback about CCMS Queries about national roll-out

Implementation Team Email: CCMStranche1@legalaid.gsi.gov.uk

Posting documents Document Scanning Centre (Sale) Legal Aid Agency(Document Scanning Centre)PO Box 509Sale M33 6RN

Legal Aid Agency(Document Scanning Centre)DX745770Sale 11

Legal Help Contract Management Team Use your usual channels to contact your Contract Manager

General queries and feedback

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December 2013Back Contents