Client and Cost Management System (CCMS)Client and Cost Management System (CCMS)Client and Cost Management System (CCMS)Client and Cost Management System (CCMS)Client and Cost Management System (CCMS)Client and Cost Management System (CCMS):training and supportClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):case management rolesClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):billing rolesClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):office managerClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):supervisionsClient and Cost Management System (CCMS):making applicationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):supervisionsClient and Cost Management System (CCMS):making applicationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):supervisionsClient and Cost Management System (CCMS):making applicationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):supervisionsClient and Cost Management System (CCMS):making applicationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):supervisionsClient and Cost Management System (CCMS):making applicationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):supervisionsClient and Cost Management System (CCMS):making applicationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):supervisionsClient and Cost Management System (CCMS):making applicationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):declarationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):notificationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):notificationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):notificationsClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):expiry datesClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):expiry datesClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):assigning counselClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):payments on accountClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):trouble–shootingClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):trouble–shootingClient and Cost Management System (CCMS)Client and Cost Management System (CCMS):trouble–shootingClient and Cost Management System (CCMS)
1.5We cannot provide a detailed guide to the LAA’s Client and Cost Management System (CCMS) as it would change too frequently; but this section will hopefully provide an introduction for those unfamiliar with it.
1.6CCMS became mandatory for all new civil and family certificate work from April 2016 (February 2016 for special Children Act cases).
1.7Although the LAA originally intended that all pre-existing certificates would be transferred to CCMS, this has not happened to date and they continue to be dealt with on paper.
1.8There have been considerable difficulties with the system, including criticisms of its functionality. There have also been several extended periods when it has not been available at all. The representative bodies continue to press the LAA for improvements to the system. It is very important that practitioners keep the LAA and their representative body informed if they have any technical problems, otherwise the LAA is not aware of them and they don’t get fixed.
Training and support
Case management roles
1.10Users need to be allocated case management roles. The key roles are ‘Case management’ and ‘Case Management Supervisor’. Case management allows for cases to be viewed and amendments and applications to be prepared. Only Case Management Supervisors, who must be ‘authorised litigators’ (ie solicitors, barristers or Chartered Legal Executives authorised to conduct litigation by their regulatory body), can submit applications, amendments and outcome codes. It is essential that staff are allocated the correct role (and not given privileges which would not be compliant with their job role).
Billing roles
1.11There are two billing roles; ‘Bill preparation’ and ‘Bill Supervisor’. ‘Preparation’ allows bills to be drafted but not submitted. Supporting documents can be submitted as ‘Bill Preparation’. A Bill Supervisor must be sufficiently qualified to sign bills. External costs draftsmen can be authorised to prepare but not submit bills.
Office manager
1.12This role has an overview of all cases, notifications and actions within an organisation, but does not allow the user to create or submit applications or bills.
Making applications and supervision
1.13CCMS has been created in such a way that the questions asked are dependent on answers to other questions and so the electronic screens do not mirror the paper forms which they replace.
1.14CCMS has a significant impact on supervision. A printed summary of an application can be given to the supervisor (authorised litigator) but they must then:
•Log in;
•Navigate to the correct case; and
•Submit the case.
1.15All communication on a case is done through secure online message boards. This means that supervisors need to be proactive to monitor the way cases are developing. As there is no direct way to pass on an action in the system, good communication is essential. Supervisors will not automatically receive details of the notifications and actions sent to a fee earner. However a ‘Case Management Supervisor’ can review them by going to ‘Your actions/Notifications’, ‘Refine search’.
1.16It helps to ensure that the LAA reference number (currently a 12 figure number starting with a 3) is always clear on a file and in any communication. This ensures that the case can be easily accessed on CCMS.
1.17The best process for making submissions and other tasks will depend on the supervisor, support staff and fee earner. A number of practitioners report that it can be more effective and efficient if support staff carry out as much work as possible on CCMS before work is checked and submitted by an appropriately qualified fee-earner.
1.18The majority of the information submitted on CCMS is not then accessible in the same format again. To ensure that it is clear on the file when work was done, it is essential that contemporaneous records are kept on the organisation’s own electronic system or paper file. Sometimes the easiest way to do this will be to take a screenshot. For example, when an application is made, the confirmation screen can be captured with the time and date visible.
1.19One benefit of CCMS is that there is a direct link to the DWP, so that when a client is in receipt of a passporting benefit, this can be confirmed automatically. If there is a problem in obtaining electronic confirmation, paper documentation can be uploaded.
Declarations
1.20Although no paper is sent to the LAA when using CCMS, there is at least one piece of paper that must be held on file – a signed declaration. This declaration is generated by the system (only) after the application is completed as a draft and it must be signed and retained on the file before submission. This requires a device which can connect to the internet plus access to a printer. If this is not possible, a promissory declaration can be used. It is vital that there is always a signed declaration on the file which can be audited by the LAA. It is never submitted to the LAA but without it the file is not validated for payment.
Notifications
1.21Notifications are a key part of the design of CCMS. The system is designed to save LAA caseworkers’ time by processing many case management steps through a ‘rules engine’ incorporated in the software. This means that certain notifications are (or should be) produced automatically. Other types of notification need the consideration of an LAA caseworker.
1.22For example, when you submit a substantive application, the system will generate a list of evidence requirements which are sent to you. This happens before an LAA caseworker has seen the application. This type of notification is referred to below as an automatic notification. Automatic notifications should never take more than an hour and, if the system is functioning correctly, should arrive in less than 15 minutes.
1.23CCMS sends one email each day informing you that you have a notification; otherwise all communication to users in firms is through notifications which are accessed through the CCMS portal itself. It is vital that solicitors and caseworkers check, open and deal with their notifications promptly.
Expiry dates
1.24Emergency certificates will be revoked or nullified if the substantive application is not submitted within five days.
1.25Unlike paper applications, draft applications, bills and amendments which have not been ‘submitted’ all automatically delete themselves from CCMS after 28 days (42 days for bills which are to be assessed by the court). This can undo valuable work. To avoid this, access the un-submitted form within this time limit to ‘restart the clock’. If someone is going on holiday, they need to ensure the 28 days will not expire when they are away.
Assigning counsel
1.26All advocates who undertake any work on a case must be assigned to the case on CCMS. The easiest way to assign counsel is to use their LAA reference number. The cost limit assigned to advocates limits the total costs they can claim under a certificate. Advocates still need to submit a bill for the work undertaken, which is reviewed by a caseworker and assessed in the traditional way.
Payments on account
1.27POAs can be submitted for case costs and for disbursements. You enter 100 per cent of the profit costs incurred to date and then the system calculates 75 per cent of the costs. Once a POA has been submitted it will generate a notification allowing supporting documents to be uploaded.
Trouble-shooting
•a screenshot of the problem;
•context in relation to what has happened, ie what stage of the application you were at or what was clicked on;
•where necessary, the impact of the potential problem so that it can be triaged and prioritised efficiently; and
•LAA caseworkers may also need to be informed if it affects the handling of the case.
1.29If you are unable to access CCMS due to a technical issue and you need an
urgent decision (needed within 48 hours) on an
application or amendment you can submit a paper application to
contactcivil@legalaid.gsi.gov.uk attaching the CCMS contingency incident cover sheet with details of the two occasions when you tried to use CCMS. You will be expected to provide screenshots. The LAA will expect you to speak to a member of their Online Support Team before doing so and obtain a contingency reference number – without which the LAA will not consider the application outside CCMS. Contingency cover sheets can be obtained from the Online Support Team if they agree that you can use the process.
1See the contingency process guide at http://ccmstraining.justice.gov.uk/__data/assets/pdf_file/0015/8025/CCMS-Contingency-Process_v1_0.pdf/.