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Process Evaluation Checklist

What legal process teams said they're doing to improve response processing in the new year

We centralized intake and routing

Everyone who accepts service at our company—whether registered agent, local branch, store, or HQ—sends each request to one place for assessment.

Intake assessment items

☐ Confirm obligation to respond
☐ Sufficient info to gather a response
☐ Route to process team or escalate to legal

We send acknowledgements to issuers

After we receive a request, we notify the issuer of any additional information needed, the expected timeline for response, and estimated cost to respond.

We created template communications

We use a system that generates routine internal and external communications from templates, then sends and stores them automatically.

We store everything online in one place

Everything is online, from key details like status, deadlines and issuer contact info to internal communications, correspondence, response docs, and invoices.

We deliver responses via an online portal

Instead of shipping, we make responsive documents available using an online portal that sends notifications and shows us when the files are downloaded.

We developed a cost recovery policy

We decided on a consistent approach to when and how much we would charge for responses.

We streamlined our invoicing process

We use a template for a custom invoice if we need one and save time with preconfigured invoices for frequently requested records.

We set up reporting on key metrics

We make decisions based on key information: request types and numbers, turnaround time, costs recovered, etc.

Types of reports to run

☐ Trending request types
☐ Average cost recovery
☐ Average turnaround time