Every year, as part of its preparatory work for the Software Solutions guide, the Law Society commissions an extensive piece of independent customer satisfaction research into just what users of legal IT systems really think of their software suppliers. I will leave you to read the full findings when the 2006 edition is published in February; however, there was one question in this year's crop that does deserve more immediate consideration.

When asked how their supplier's software complied with legal aid regulations, a surprisingly large number were given a below-average to poor rating. I say 'surprising' because some of the suppliers getting poor marks actually specialise in systems for legal aid practitioners. So what is happening here?


I tackled a number of suppliers on this point and their response was that while they were happy to take on board any criticism raised by some of the other questions in the survey, they felt that on this occasion it was the users who had got it wrong. Law firms might think their suppliers' software does not comply with legal aid regulations but actually it does, and it is the law firms' own cashiers and bookkeeping procedures that have not kept pace with the latest regulations.


A fair criticism? There is the fact that for a number of years, between 30 and 40 legal systems suppliers have regularly been involved with the Legal Services Commission's (LSC) software suppliers' forum.


This informal grouping meets roughly once a quarter to brief suppliers on any upcoming changes in the legal aid regulations, so they not only have ample time to update or amend their systems, but can also clarify the implications for their systems' designs.


Obviously, the LSC also briefs law firms on any changes in its regulations, but in most practices, it is not the solicitors who have to implement and live with these changes but their back-office bookkeeping staff and cashiers. And, sadly, these people are not always up to speed on the latest rules.


I had personal experience of this a few years ago at a conference I chaired, when the nearest I have seen to a blazing row broke out between delegates - who were primarily cashiers - and two members of the Law Society's monitoring staff, over the correct way to handle certain types of legal aid postings. Amid cries of 'Oh no you shouldn't' and 'Oh yes we should', it was clear that the way most firms handled these type of transaction was incorrect.


The message would therefore seem to be: law firms should continue to criticise their IT suppliers - it always helps to keep them on their toes and stop them becoming complacent - but it might also be worthwhile to buy their bookkeepers a subscription to the Institute of Legal Cashiers & Administrators (the industry body for legal bookkeepers) to ensure their own accounts staff really are keeping up with the latest legal aid regulations.


Charles Christian is an independent adviser to the Law Society's Software Solutions guide