Client Onboarding Procedure

Purpose. Describes the steps from a signed engagement letter to the first delivery so that every new client is set up correctly in Meridian's systems, understands the engagement and receives a consistent start.

1.Engagement letter and scope

No work starts until the client has signed the engagement letter that sets out the scope, deliverables, fees, reporting, the named engagement lead and the terms of business. The engagement lead must check the signed letter against the proposal and confirm that any variation has been agreed in writing.

2.Conflict and risk check

Before the client is created, the engagement lead must complete the conflict of interest check against the client list and the personal interest disclosures, and must assess the engagement risk using the criteria in the risk management procedure. High risk engagements require approval by the General Manager under the delegations register.

3.System set up

Create the client in the client relationship system with the segment, service line, primary contact, engagement value and the engagement lead. Create a project in the projects system for fixed price work with milestones and budget. Set up the client folder using the standard folder structure and apply the access group for the engagement team only.

• Client record created with segment and value
• Project created for fixed price work
• Client folder with restricted access
• Billing details entered in the finance system

4.Information collection

Collect only the information needed for the engagement using the onboarding checklist for the service line. Explain to the client how their information will be used and stored, in line with the Privacy and Information Security Policy. Record what was collected and where it is stored.

5.Kick off meeting

Hold a kick off meeting within ten business days of signing. Confirm the scope, the timeline, the client's contacts and decision makers, the reporting rhythm and how issues will be raised. Record the meeting using the Meeting Minutes Template and enter the actions in the client relationship system.

6.First thirty days

The engagement lead must contact the client at least weekly in the first month, deliver the first agreed output and hold a check in at day thirty to confirm the client is satisfied with the start. Record the check in and any adjustments to the engagement.