About USA DATA SYSTEMS

USA DATA Systems is a prime industry proponent providing customized outsourcing solutions. With extensive coverage in both onshore and offshore outsourcing,

USA DATA Systems is committed to delivering streamlined dynamic and creative business-specific solutions that are cost-effective, scalable, efficient, and rate–friendly.

USA DATA Systems is a ‘client-process based' conglomerate that is incisive, adoptable, innovative and provides efficiencies to its clients' processes, regardless of the design and model.

The client-process based ideology at USA DATA Systems imputes into its proposed projected ISO-certified Quality Management System. It is also the premise behind the strategic initiative to acquire the Business Process Systems Management concept, enabling the delivery of a wider array of services to a greater number of clients. The BPSM concept provides realtime information to implement informed decisions through all phases of a project. With solid detail management, appropriate attention to process accuracy has enabled USA DATA Systems to execute sizable ramp-ups in both work volume and personnel.

To support a large scale initiative, USA DATA Systems is geared up to contain the capability to train up to 300 people a day. Dedicated personnel are utilized for all projects, and personnel are hired, trained and periodically re-trained to meet particular project needs. Process modeling and process focus enables USA DATA Systems to react and counteract very expediently with maximum efficiency to the needs of its clients.

Modeling and training serve as the prime approach. The other invaluable aspect is USA DATA Systems ability to provide the facility and hardware necessary to support a sizable ramp-up. USA DATA Systems has the experience and the technical know-how to ensure that a project is on schedule and guarantees to exceed a client's expectations.

Tooling, Re-tooling, Training & Re-Training Protocol

USA DATA Systems has three (3) phases of training process for all production employees.

The initial phase of the training process consists of realistically hurdling two sets of tests. The first set tests General Skills, particularly Math, English, Reading , comprehension, and mental ability. Successful completion of this leads to the second set of tests conducted for project-based requirements.

Upon the applicant's successful hurdling the tests, the applicant is hired for 30 days, becoming a temporary employee with a specific project. The temporary employee is provided two (2) weeks of classroom training followed by two (2) weeks of production training. Upon completion of the 30-day period, the temporary employee has to undergo written and hands-on test, the results combined with his performance for the month is reviewed by his supervisor. An extensive review of the results favorable to company standards will see the applicant through with an employment contract offer.

After a six-month employment period, employee undergoes strict general re-assessment rating tests to include extensive visual & auditory handling conducted by an external professional group.

Furthermore, all supervisory and management staff undergo people handling, problem solving and other basic management skills.

Extensive BPO & BTO Quality Standards

USA DATA Systems commitment to Quality and Continuous Innovation of its systems and processes starts with its certification programs. USA DATA Systems is geared up for its ISO application and projects to thereafter be in the process of securing industry certifications like Cybertrust site certification and BS7799 certification for Information Security Management Systems. Both certifications are expected to be achieved consequently upon the consummation of the ISO application. Also in the long-term pipeline is the BS15000 certification for IT Service Management Certification. USA DATA Systems will be uniquely established once these four certifications are in place.

USA DATA Systems' Quality Control Program is incorporated within its ISO application for Certified Quality Management System (QMS). Two of the fundamental elements to the QMS are the focus on Continuous Innovation and Customer Appreciation. In the area of Continuous Innovation, there exist procedures to identify, document, and reassess/resolve/improve product or processes that do not meet the customer requirements or Service Level Understanding (SLU) quadrants - as pertinent critical assessment tangibles. These measures are assuredly constant and well in-place. In the area of Client Appreciation, satisfaction inherent in the Business Protocols or Projects strive to meet Key Performance Quadrants that are tied to the client deliverables and internal quality targets. In each case, Quality Control is inherent in the processing system. Additionally, USA DATA Systems is constantly applying top-of-handles business processing concepts to ensure that the best statistical and analytical handles available are utilized.

The current disaster recovery plan entails complete server mirroring between the main delivery hub (USA DATA S1) with the off-site delivery hub in Cebu (USA DATA S2). Additionally, the hub to be installed in Mount Vernon , Iowa and Washington D.C. , will compliment mirroring abilities to provide North American continent security by the end of 2007.

SYstemology: New Clients

New client needs are identified by the Personal Services Support Camp (PSSC) using an ISO-application protocol. The protocol has a ‘new brand view-Q' where common items are identified. The protocol likewise caps client-specific needs . ie., ramp-up time, flexibility, turn-around-period. Other examples of client-specific needs are:

1. bandwidth allocation
2. purchase of specific hardware or software to reduce cycle times
3. establishment of FTP sites for document exchanges
4. specific shift variances to meet specific demands of the end-customer
5. specific metrics not specified in the SLA .
6. mid-process review of checklists that constitute a process-change request.
7. timetable for transmission of data to the client, ie., day of week, time
8. specific reports on work-in-process A similar checklist is applied for new projects of Existing Clients.

SYstemology: Customer Appreciation and Contention Resolution

All Customer service matters at USA DATA Systems are IMMEDIATELY addressed. Whether it is a new project being handled by the PSSC or a mature project with an organizational staff, customer service issues are responded to immediately. The aim is to have answers to client queries within the hour or within the personnel shift depending on the product requirements. Products delivered for the mortgage policies and real-estate clients typically have shorter turnaround time needs.

USA DATA Systems considers ‘unresolved concerns' to be customer complaints and are escalated through a ‘Cause and Pre-emptive/Preventive Action' protocol. The protocol documents the issue in contention and implements the appropriate corrective and preventive actions with corrective procedural actions necessary to avoid a recurrence. All client contended issues are brought to the attention of a Managerial Camp Member (MCM). This underscores the management commitment to provide customers the highest level of service, on-time, every time. USA DATA Systems is incisive with introspective diligence that the primary marketing tools are its satisfied clients. Thus, the highest priority is given with relentless resolve to provide clients' convenience and address clients' concerns.

USA DATA Systems' status as a prime industry proponent ultimately lies with its clients. PSSC follows an excellence in quality protocol to ensure that the proper steps are taken to establish a personalized relationship. PSSC appoints a re-defined contact Account Enhancement Executive(s) to ensure effective and timely communications particularly during the initial phases of a new project. As a new project matures into a business unit, all the parties are kept up-to-date on the progress of the milestones.

The Quality Division performs an annual Client Appreciation Consultancy (CAC) and the business counters perform a quarterly Client Outreach File. Both are used to measure USA DATA Systems' overall performance based on raw feedback from clientele – relentless in consummation and assurance of client satisfaction.

Prime Quality Solutions is a hands-on Organizational function, conducted in different levels and different points of the project cycle .

SYstemology: Process Automation and Enhancements

With over 300 Business Process Associates working 24x7x365 on various business protocols, USA DATA Systems is growing well beyond spreadsheets for workflow tracking. Over and above its in-house software programmers for developing workflow tracking, USA DATA Systems has acquired Savvion BPM software platform (ref: www.savvion.com ), giving it the capability beyond workflow automation. Savvion allows feedback for real-time metrics and visibility on business processes. In other words, it provides a whole new layer for governance and a state of constant evolution.

USA DATA Services: Overview

USA DATA Systems specializes in Business Process Outsourcing Solutions (BPO) across the following fields such as Administrative Solutions, Document Management, Document Indexing, Data Collection, Data Processing, Electronic Cataloging, Legal Solutions, OCR Cleanup, Electronic Discovery, Web Repository, BPM Solutions, and Financial and Accounting Solutions that includes Billing and Collection, Coding and Accounts Reconciliation.

1. LEGAL SOLUTIONS

Background

The appropriate rule-of-thumb adheres to the common knowledge that the quality of what happens in court has a lot to do with quality of the preparations work before the court date. In the area of outsourced legal solutions, there has been a growing and continuing trend for USA and European legal firms and in-house corporate departments to engage third party service providers to undertake selected business processes. These processes may cover mechanical and repetitive tasks such as the transcription of documents or testimonies, document scanning, indexing and data capture. Outsourced work can also include value-added services that loosely fall under “paralegal services”, which can be both document-based or electronic research.

USA DATA Legal Solutions is focusing on the areas of Litigation Support, Legal Research, and Document and Contract Preparation and Review. In certain areas as an entry point, the focus will be on Litigation Support.

Litigation Support Services

Legal coding supports a client's document management and discovery process, from storage and retrieval to review and production of documents involved in litigation-complex rules. For legal coding projects, the typical process would involve:

1. Document scanning.- Legal documents are scanned in a client-required format, such as TIFF format, G4 compression, black/white, 300 dpi. HPA is well resourced to handle this process. The scanned documents will be the source file for purposes of further document processing functions. Presently, the Bates numbering system is being used to track each document or, in the absence of a Bates number, the filename assigned to the document will be used instead. The scanned documents are then sent to the USA DATA delivery hub for file conversion, either via FTP (through the internet) or via courier (for tapes or CDs).
2. Document inventory.- Files received via FTP or courier are inventoried. Reports on actual downloaded file and any discrepancies are promptly reported to the client or document scanning company.
3. Unitization Process.- This is the process of comparing and relating pages/images with each other by paralegal staff and establishing the relationships between documents.
4. Coding Process .- This is the process of capturing the information found in the downloaded images.
5. Formatting Process.- This is the process where the captured information will be formatted per client's requirement, for loading in one of the litigation support applications such as Concordance, Summation or Ringtail.
6. Case Study: Litigation Support

Other Legal Services

Corollary to the aforementioned, other services that can be deployed are:

1. Word Processing Services: The creation of a 24/7 centralized word processing hub which can provide transcription services to lawyers, regardless of the time of day and without expensive off-hours charges. Lawyers can fax, or scan and e-mail, handwritten changes to documents and get a revised draft within the day. Other services that can be included are copy typing, document mark up, editing, voice mail transcription, power point presentations, and IT support for corrupted files.
2. Legal Research: Statutory and case law research via web access to jurisdiction-specific legal literature and database , ie., Lexis Nexis, WestLaw. Legal research can further be segmented to into specialized business units covering subject matter expertise such as Corporations, Tax, Environment, Labor, Immigration, and International Laws. b. Documentation: Drafting and preparation of industry-specific documents and contracts, preparation and proofreading of documents, and contract and document review.
3. Brief/Memoranda preparation: Drafting and preparation of legal memoranda or briefs on specific legal issues.
4. Editorial content review of legal publications: Proofreading and editing of legal publications and newsletters.
5. Disaster recovery and off site data storage as well as off site server location: An adjunct service which HPA could offer on-shore. USA DATA's Legal Services operations is headed by a senior partner of the Javier, Villaluz & Javier Law Firm, consultant Atty. Ver Herce of Fullosco, M & Herce, a member of the Philippine American Bar Association ( ref: www.FMH.ph ) and with extensive experience in collaborating with international law firms on a variety of issues concerning international arbitration disputes, mergers and acquisitions, tax, and corporate matters. USA DATA Legal Solutions is staffed by licensed lawyers and trained paralegals.

 

2. MORTGAGE AND TITLE SERVICING

USA DATA Systems has embarked on an aggressive pursuit into growing field of Mortgage and Real Estate property transactions, Property Tax Consulting, Commercial Tax Reporting, Residential Tax Reporting, Credit research/reporting, Mortgage Document creation/research services, and Online Commercial and residential Property Evaluations. USA DATA's Mortgage and Title Services units are integral parts of the work processes of a US$5+ billion U.S.-based title insurance company.

Real Estate Research and Traceback

The Real Estate Research and Traceback unit started off in 2005 with 20 Business Protocol Associates (BPAs). The business protocol supports an automated database system by providing correct, accurate and updated real estate property information to its client's customers as end-users. Data that is researched and onboarded onto the client's system include names of principal parties and property descriptions found in legal documents. Data encoding and full research services are conducted 24/7.

Since its inception, the business protocol has evolved from performing simple tasks to more complex processes, varying from type of products and number of processing stages to robust system applications developed in-house uniquely for the business unit's own use.

Today, there are over 100 BPAs within the protocol performing different products or services covering 30 counties in 8 states in the U.S.A. The business protocol is currently handling Full Service, Pure Research, Plat Edit/Build/Chaining and Exception Reporting. The Full Service process requires downloading of electro-nic image files for data entry and research. Pure Research, Plat Edit/Build/Chaining and Exception Reporting undergoes multifaceted procedures involving look-ups and mapping, building of plat list database containing plat information, back tracking of underlying legal description associated with the current property, and quality checking, analysis and correction of all the Exception Reports from the client. This unit supplies the maps used in several internet search engines.

With the latest proposed projection of the ISO-based Standards and Principles within USA DATA, the business unit manages to constantly put in place much improved processes and systems flexible enough to meet the ever-changing needs of clients and their customers. Turn Around Period (TAP) for all services is one recording date per day with 98% accuracy requirement.

Real Estate Appraisal Review

The role of USA DATA's Real Estate Appraisal PU is to ensure accuracy, quality and consistency of real estate appraisal reports prior to delivery to banks and other lending institutions. The Appraisal PU consistently reviews real estate appraisals for a major US-based title insurance company for better management of real estate mortgage risks, conducts administrative review of appraisal reports, conduct follow ups with real estate appraisers for corrections on the report, identifies the status of orders, and tags traditional products from its bank customers.

USA DATA's Appraisal PU is an integral part of the Quality Guarantee (QG) Reassessment Group of its customer's US operations.

The Appraisal PU operates 24 hours a day, working on three shifts composed of 23 administrative reviewers, 3 quality reviewers (internal QG), 3 group leaders, a senior project overseer and a project head.

Real estate appraisers typically send appraisal reports through email to a web-based proprietary client system where all appraisal reports are processed. USA DATA's administrative reviewers access the client system and download reports in PDF format for review. Appraisal reports are closed or completed after conducting a thorough review. The review entails a thorough checking for accuracy based on the order information, ensuring that the bank/lender guidelines and special administrative instructions of the client are complied with.

In each personnel shift, an assistant group leader conducts internal QG by randomly selecting 20% of every administrative reviewer's production for the day. If the resulting QG does not meet the 95% quality rating on the first selection, another 20% is selected for a second round of audit. This cycle is repeated until the quality rating reaches the minimum acceptable level of 95%. Collectively, the Appraisal unit is able to determine its average quality rating on a daily basis. The ultimate objective of fostering this culture of quality is to develop competency among administrative reviewers, provide continuous training and serve as a basis for performance evaluation.

The quality objective of USA DATA's customer is 95%, which means that 95% of the orders that USA DATA processes should be error-free. Subsequently, USA DATA uses this a baseline to measure quality. Quality rating on the average has consistently remained at 98% for the last 6 months. TAP is 12 hours for administrative reviews and 24 hours for orders with QQ (quality Quadrants) status. Thus far, USA DATA is able to meet 95% of its TAP.

Title Insurance

USA DATA's Title Insurance Group provides services relating to Title Insurance products such as issuance of insurance policies, preparation of preliminary insurance reports, and title searches.

The Title Search PU searches information regarding property liens, defects and encumbrances utilizing client-specified search websites. Information gathered during the search process is subsequently incorporated in a Preliminary report.

The Policies PU prepares a final report that protects the insured against defects, liens, and encumbrances (including those not exempted from the title insurance coverage) existing as of the date of the issuance of the policy.

All data received from the client is in electronic format and is just printed in the production stage. Access to the data is made through client-based applications. All information and instructions included in the package received from the client are encoded following client's specified instructions.

The Title Insurance Group has a personnel complement of 1500. The minimum quality rating required is 95%. TAP, depending on the project, is set at various periods such as 1hr, 2hrs, 3hrs, 4hrs, 5hrs, 8hrs and 24 hrs.

25% of total completed orders are subject to a random audit. Post-audits are conducted for fast TAP projects (ie., less than 24 hours), while a pre-audit is performed for projects with a 24-hour TAP.

3. JAPANESE BUSINESS PROCESS SOLUTIONS