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OPPORTUNITY
Mattern has enjoyed a longstanding relationship with this innovative California-based law firm comprised of over 215 attorneys, and was once again honored to be selected to conduct an evaluation of its traditional outsourcing services across its 12 offices. Additionally, as part of this project, Mattern was engaged to right-size the Firm’s multi-function equipment fleet, analyze the current cost recovery strategy, and identify Information Governance policy gaps while accounting for the Firm’s current hybrid work environment.

OUTSOURCED SERVICES
While the Firm was pleased with many of the incumbent’s on-site services, inconsistent backfill in select locations and elevated staff turnover served as ongoing concerns, as did a deficiency in off-site incumbent leadership offering proactive solutions and guidance provided to on-site teams.

COST RECOVERY
The Firm wanted a fresh look into their cost recovery technology, rates, and practices as benchmarked against the legal industry. As part of this, a determination as to whether it was financially feasible to continue with their strategy given the expense associated with the technology and administering a cost recovery program.

INFORMATION GOVERNANCE
The time was right to update the current paper-centric records management program and conduct a gap analysis to elevate the Firm’s practices. Critical to the success of a defensible IG program includes establishing guardrails for ingesting information, workflows for appropriately releasing information when directed, and setting timelines for disposing information across all repositories and forms of records.

OBJECTIVES
- Maintain favorable outsourcing terms at competitive pricing
- Improve staff compensation, retention, and career development
- Identify industry best practices and trends via structured leadership summits
- Strengthen the Firm’s IG framework for defensibility and efficiency

SOLUTION
Mattern had previously worked with the Firm’s leadership on an open market Request for Proposal (RFP) for the traditional outsourcing services and multi-function equipment. With changes brought out by the pandemic, Mattern conducted a review of the Firm’s labor outsourcing, multi-function equipment, and cost recovery situation to assess future state needs.

Mattern’s analysis included an assessment of equipment usage, post-pandemic volumes, along with lawyer and end user support needs in the new hybrid work environment. Access to records and mitigating risk inherent with the movement of paper to home offices were issues of focus in the Information Governance Policy analysis. Lastly, the technology to support paper to PDF conversions, cost recovery practices, and outsourcing provider dashboard reporting were all considered in Mattern’s assessment.

RESULTS
The RFP process yielded several strong options. Ultimately, the firm chose to renew with the incumbent outsourcing provider for a 60-month term, benefiting from both continuity and newly negotiated improvements.

KEY ACHIEVEMENTS INCLUDED:
Outsourcing Enhancements:
- Retained favorable contractual terms
- Immediate wage increases to align with market conditions
- Open book pricing and transparent provider markups
- Guaranteed backfill with credit guarantees
- Mandatory pre-placement training
- Credit-based service level agreements
- Annual Leadership Summit with contractual accountability

Technology and Equipment:
- Refreshed mail and scanning technology
- Extended MFD lease due to low pandemic-era usage
- Right-sized mail equipment for cost savings

Cost Recovery:
- Maintained current strategy after thorough financial analysis
- Continued exploration of alternative technology solutions
- Information Governance Recommendations:
- Adjusted retention schedules
- Mandated return of client originals post-digitization
- Streamlined matter closure and minimized extensions
- Centralized disposition oversight with firm leadership
- Implemented structured legal holds
- Redefined support staff roles and enhanced IG training

ONGOING PARTNERSHIP
Mattern's fees were fully reimbursed by the provider, underscoring the project's ROI. The Firm has engaged Mattern to assist through contract implementation and monitor and maintenance through the 5-year contract, including:
- Invoice review and approval
- Contract compliance monitoring
- Serving as a liaison between the provider and firm

Firm leadership had this to say about their relationship with Mattern:
Mattern has been our trusted partner since 2007 for anything related to our back-office operations. Their advice is unbiased, they deliver on what they promise, their ongoing contract monitoring is excellent and continually save the Firm money.