Our customer was a Global Technology Company that was required to process requests for user data from law enforcement agencies, in accordance with voluntary disclosure agreements, Mutual Legal Assistance Treaties and GDPR.
The engaged processes are complex and time-consuming. For data to be preserved or disclosed, the request must valid, accurate and establish proper legal grounds, and the requested disclosure must be necessary and proportionate.
Failure to respond to requests in a timely manner risks stricter regulations being imposed on companies, but inaccurate processing can put them in breach of
existing regulations.
Challenge
- Customer was experiencing significant challenges in managing the volume and complexity of requests from law enforcement
- The number of requests received in established geographies had increased year on year (c. 50% in just 3 years)
- This was compounded by a lack of standardisation in request formatting by law enforcement agencies, and the expansion to new geographies, each of which carried its own geography-specific processes and requirements for disclosure
- The company was struggling with increased volumes and request processing times, resulting in a growing backlog
- It was critical that the company scale up rapidly without impacting on accuracy
Solution
- The subject matter was an entirely new area for Elevate’s compliance managed services
- Our team was recruited and onboarded within 5 weeks of the service being engaged
- Escalation and specialist SME support was provided by Elevate’s integrated law firm
- Key activities included;
- Request triage, analysis
and verification - Data preservation and disclosure.
- Liaison with law enforcement on any request revisions.
- The team underwent intensive training and testing in the first month
- Analysts then operated under QC hyper-care, with daily sharing of
QC feedback, lessons learned and process nuance interpretations across the team - Analysts progressed to reduced QC based on performance and completion of certification steps
