We recently took some time to meet with Jeffrey
Larosa, Vice President, Research Operations to
learn more about the Court Operations team within Equifax
Workforce Solutions. We wanted more insight into how this team
relies on the “4 Ps” to drive innovation and efficiency to
better serve our partners and customers through the constantly
changing demands of the court research industry.
What does the court operations team specialize in?
The Court Operations team specializes in background
screening services that aid in the pre-employment process in
partnership with background screening companies. On behalf of our
partners, we leverage technology, people, and processes to provide
services to get information back to our partners reliably and
quickly, so they can evaluate and help their customers make highly
informed hiring decisions.
Can you explain the 4 Ps (people, process,
partners, products) of the court research structure?
From the people perspective, our operation is heavily
dependent on human resources to retrieve requested information,
because it is critical data for our CRA customers and their end
users making life changing decisions. It is imperative that we have
a structure of organization around our people, specifically around
training, to ensure they understand the content.
Our processes indicate how efficient and how reliable our
team is. We are constantly looking at different ways to refine our
processes so that not only are we faster to serve our customers,
because that's something that is measurable in the industry, but
ensuring that we are not being fast at the expense of quality.
Partners and products go hand in hand, because they are key
to what we focus on in our work. We strive to deliver on our
partner outcomes and always align our solutions on how we can
leverage technology or leverage other data sets to deliver on
How is the Court Operations team important to the
success and growth of Equifax?
We represent a large service within the Equifax business.
From a pure volume perspective, it's a key component for our
partners to have a service like this, in addition to our data
products, so that they can streamline their supply chain for
pre-employment data and service needs. It's a market that is
continuing to grow and we also continue to grow year over year —
the volume that we are seeing is significant.
How is the team dealing with challenges brought
on by DOB redactions?
We have to make sure we are really diligent in performing
quality assurance measures for our customers. We use a strong
network of on-site representation to make sure that if we can't get
information that is available electronically, we are using our
strong in-court presence to make sure that we're tapping into all
available resources to get the information requested by our
customers as close to the source as possible.
Equifax as a whole is looking for different ways and
different solutions to bring to the marketplace, like our CourtSmart product
which uses other non-reportable data sets to provide supplemental
information that helps our customers have confidence in the data they
receive through our services.
Combined with making sure that we're prepared at all times,
because DOB redactions can
happen anywhere, we're constantly monitoring changes in the industry,
making sure we are set up well with our in-court representation, and
partnering with Product to find new solutions.
What other challenges (outside of the DOB
redactions) does the Court Operations team face?
Because of the limited information, DOB redaction is the
biggest challenge. We see a lot of bottlenecks at the court level
that cause delays. When we think about our limitation on access to
data in certain areas, that's certainly a challenge that will
continue to happen. Especially, if states continue to remove
information from online repositories.
Limited clerk resources at the court level is something out
of our control. So, we go back to making sure that we're nimble
and that we have appropriate representation in the courts to
obtain the data that's necessary.
What are the most significant successes that you
have achieved as a team?
Our successes have been our ability to scale, or grow our
business by increasing staff and volume of work, and our ability to
maintain quality and turnaround time. We've been able to grow
significantly over the last three years, last year alone we saw an
increase of over 30% in volume. We've been able to put in a
structure to make sure that we're supporting our researchers
appropriately and making sure that we're maintaining our court
representation without losing our success from a turnaround time and
What sets our operations team apart from other organizations?
Being able to scale at the rate that we have is significant.
Other organizations have not been able to scale as quickly without
having some significant negative impacts to their customer outcomes.
Our ability to scale also puts us in a position to produce new
solutions in partnership with our Product team and provide some
different solutions in the marketplace.
What we're trying to do also when we scale is we're trying
to take advantage of technology. It's not just about adding
people. We're at a point right now in our growth where we have a
significant amount of support as a part of Equifax, so we can make
sure that we have the right investments and technology to create
efficiencies that increase our quality and minimize the risk of
any human errors.
What are key focuses and goals for 2023 and beyond?
Continuing to scale the operations using technologies that
are at our disposal will continue to be a focus for us. One of the
benefits of being part of Equifax now is our exposure to a lot of
different options from a technology perspective, so we want to find
a way to incorporate those. Those technological solutions will help
us operate faster and more efficiently, so we can provide the best
possible outcomes for our partners. So, continuing to raise our
performance through technology, continuing to scale our business
through technology, and keeping up with the customer and marketplace
demands will be our focus.
Thanks to Jeffrey for taking the time to give us more
insight into the Court Operations team and how they are working to
deliver reliable and timely data to our partners and customers for
faster and more confident decision making.
If you are in need of faster, more reliable court services,
we are ready to help!
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