Cloud computing
There are signs that more small- and mid-sized firms are examining their IT outsourcing options.
By Daryl-Lynn Carlson
If you’re the managing partner or office manager of a small- or mid-sized law firm, how do you ensure the firm’s IT needs are met, 24/7? If there isn’t a budget, or enough office space, to have in-house IT staff, this function must be contracted out to someone who understands law office software, as well as the paramount need to protect client confidentiality.
Fortunately, there’s a wider selection of IT providers with law firm savvy today than there was in the recent past. For example, the Mississauga, Ont.-based firm of Keyser Mason Ball LLP has outsourced its entire computer system to Animate Inc. Founded by Karim Jinnah, who studied both law and computer technology in university. Animate provides all of the law firm’s computer support services 24/7, and visits the firm if there is a problem that can’t be resolved remotely.
Through Animate, KMB’s servers were moved to the telecommunications company Primus, which stores computer server systems for Animate’s Ontario clients at its downtown Toronto data centre.
The benefits of this arrangement would be difficult and expensive to replicate in-house. The data centre has a controlled climatic environment, a highly redundant power supply and an automatic fail-safe power system that, in the event of any IT mishaps, will ensure the safe storage of data.
Rising ‘comfort level’ with cloud computing
The decision process that led KMB to Animate began when the firm’s long-time IT professional announced her impending retirement. Before making the change, the KMB leadership team needed reassurance that client data would be perfectly safe on Primus’ premises, and that having an off-site server wouldn’t affect compliance with privacy requirements.
Building expertise from within
The flip side of bringing an external provider on board to meet your IT needs is to develop that expertise internally and hire it out to others, as one B.C. law firm did.
When a new IT professional hired by Kelowna firm Benson Salloum Watts LLP proved to be a quick study of the needs of the legal profession, the firm decided to share his expertise with other firms by launching a company called Biztex Information Technology.
“We heard other firms were struggling with maintaining their systems,” says founding partner Gary Benson. “We also heard of a few accounting firms experiencing the same difficulties. So, we decided we could help.”
Since then, the firm has garnered seven law firms, a notary public, a few accountants and several private businesses as clients of its Biztex IT service.
“A sole practitioner doesn’t have the time to research what’s out there and what’s best to use in terms of software or computer support,” Benson acknowledges. “And to have the technical support and know the person is familiar with legal software is very important. If you hire company X that doesn’t deal with law firms, it can be a huge learning curve for them.”
He says it’s imperative that a law firm or sole practitioner find an IT service familiar with the needs of the legal profession. Otherwise, a firm could place its credibility at risk and, ultimately, lose clients.
“It’s important to us to help firms achieve a reliable service without any interruptions,” Benson says.
And, he adds, the cost is extremely reasonable considering that lawyers can rely on their systems, travel with their BlackBerrys and access their data wherever they have an Internet connection.
— D-L. C.
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So office manager Marilyn O’Brien and a lawyer at the firm paid a visit to the Primus data centre. The safeguards included “an iris eye-scan that everyone has to go through, just to visit the facility,” says O’Brien. They came away “with no doubt about security.”
The firm also consulted with the Law Society of Upper Canada. “We wanted to be sure that the law society didn’t have an issue with us outsourcing our systems, so we checked with them about our obligations,” says managing partner Ruben Goulart. “We were concerned about issues of confidentiality and protecting the privacy of all of our clients.”
The LSUC requires that lawyers ensure that the technology they choose for their practice is used in a way that complies with the Rules of Professional Conduct in Ontario, which is similarly mandated by each provincial law society across Canada. KMB received a green light from the LSUC. “We were very pleased that we could consider the option as we very much needed to re-examine the manner in which we managed our IT,” Goulart says.
KMB's servers were moved to the Primus facility last fall, and the firm has not looked back since.
“Through Animate’s support services, [they] are able to do most things remotely,” says O’Brien. “I was here on a Saturday once and needed some assistance with the system, so I just called their support number and they were able to access my computer and fix a system-wide problem. They can even help users with their computers at home.”
That’s important for the firm because many of its lawyers do work outside the office. Goulart says KMB promotes a workplace culture that encourages their lawyers to “have a life,” so many practitioners take the opportunity to work from home.
“There is no difference now in terms of working at home or from another location,” says Goulart. “Lawyers who travel have seamless access to the system, whether they’re using a BlackBerry or laptop.”
“By hiring us to manage their IT and host their servers in a world-class data centre, the firm has eliminated most of the headaches associated with managing their systems,” says Jinnah. “This lets them focus on their practice, rather than their computers.”
Email archiving, ‘disaster recovery’ services
Paradigm Network Solutions Inc. also provides outsourcing services to law firms to facilitate 24/7 support. Apps on Tap, Paradigm’s data centre in Toronto, is equipped with a back-up diesel generator and climate control systems to ensure the stability of the servers.
As well, Paradigm has IT specialists who understand the software that lawyers use. “We’re familiar with all of the programs that law firms use, such as DIVORCEmate, Teraview, PCLaw, ProLaw,” and more, says Brad McMillan, Paradigm’s founder.
The services that Paradigm provides include support services for email and email archiving, web security, remote system monitoring, a help desk, business continuity and a disaster recovery system. In the event there is a computer system problem that can’t be resolved remotely, a representative will attend the law firm. The service also includes a help line for 24/7 support.
McMillan says he’s seen a flurry of smaller law firms upgrading their computer systems and opting to outsource their entire IT system support.
“The law firms are starting to embrace it,” he says. “The legal profession is very busy and [lawyers] can be the last ones to move forward with technology. But their clients are demanding it, and the partners want 24/7 access to their systems.”
Daryl-Lynn Carlson is a freelance writer based in Toronto.
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