Canadian Lawyer InHouse

NOVEMBER/DECEMBER 2018 40 INHOUSE fairly bare. I am a team of one and didn't have time or bandwidth to track. I needed to be on the same level of my peers — they understand data and I should be able to speak their lan - guage." Now everyone can see who is putting work through to the legal department and have a full appreciation of who is putting re - quests through. McKee conducts the first level of triage of all requests. In fact, the app launched on her first day at Resolver in the legal operations role. She verifies all the information and if she needs other information she can route it back to the requester or to a subject matter expert. "All of that can be done before it even hits Peter," says McKee. "Everyone has been pretty reasonable with their request. Every - one is good about seeing where it is in the queue. There was some training involved, but four months in and everyone under- stands now this is how work gets done at Resolver." For the most part, McKee, to whom ev- eryone must first submit their request, says the system is working well. "It's been pretty smooth sailing. The tool is very easy to use. The first week was training the team to get them used to it and now it's very smooth," she says. "Being able to operationalize this legal department is amazing. I don't have to spend a lot of time on how we deal with email because it's been operationalized. No one is communicating through different channels." The form can be completed through a browser on a tablet or phone. It renders and adjusts based on the size of the screen on which the requester is working. A salesper - son could send a request to Nguyen to look at an agreement via their phone in the field. "This has solved the number one pain point I have had for the last eight years. I'm so excited about it because I think other peo - ple could benefit from it," he says. Nguyen showed an early prototype to a few other general counsel back in the spring to get some feedback and they were all im- pressed. "My team and I were most impressed with the analytics and reporting," says Viv- ian Leung, general counsel at BlueCat Net- works. "We have no way of quantifying, and sometimes qualifying, the work that we do so the analytic capabilities would be very helpful. Right now, we only have this infor- mation ancedotally. The difficulty would be to impose workflows and intake procedures company-wide." Now, Nguyen is looking to sell the app through Resolver to other legal depart - ments. "I'm not sure if it is a function of who we are showing it to — mostly solo in-house — but the minute they see it they say it's amazing. They like the transparency and accountability and that it can drive reports and show graphs and statistics about mat - L a w D e p a r t m e n t M a n a g e m e n t © 2018 Thomson Reuters Canada Limited 00249PD-90991-NK INTRODUCING DATA PRIVACY ADVISOR. The only Q&A platform that answers your most pressing data privacy research questions. Only Data Privacy Advisor enables you to better understand data privacy complexities with unrivalled Practical Law™ know-how, global legal and regulatory content, and artificial intelligence from Thomson Reuters and IBM Watson.® Deepen your expertise and proceed more confidently. thomsonreuters.ca/data-privacy-advisor When data privacy authority falls on you, confidence matters.

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