2025年诉讼送达服务状况：把握SOP需求激增浪潮

Introduction Service of process (SOP)—the fundamental procedure by which one party notifies anotherparty of the commencement of a legal action, including lawsuits, wage garnishments,subpoenas, bankruptcy notices, and other documents issued by courts and administrativebodies—is soaring across the United States. The challenge? With the rise in volume and demandacross jurisdictions with different procedures and rulessuch as response timelines, in-house legal teams arespending more time on complex SOP management andadministration, often relying on the involvement of thirdparties unfamiliar with the SOP process. This squeeze ontime and resources is putting them at risk of operationalerrors and their associated consequences. Among other insights, CSC found many legalprofessionals felt they were spending too much time onSOP management, were under pressure from the sheervolume of requests, and felt their existing technologysystems—even when upgraded—were not up to the task. To meet this challenge, in-house legal teams want a highlynetworked and transparent SOP service provider thatprioritizes data accuracy, handles intake across multiplestates and uses the best emerging technology to optimizeservice, while keeping data secure and compliant. Therole that experienced, well-resourced, tech-led providersplay is seen as fundamental. “For complex litigation or arbitration in regulatedindustries, there are very specific obligations on howparties manage their responses,” notes Paul Mathews,director of CSC Product Management. “With a morecomplex SOP process it becomes more challenging to staywithin the bounds of these regulations—which carries therisk of financial and reputation damage.” “Given the dynamics shaping the market, using anexperienced outsourcer with a deep understanding of theSOP process reduces the risk of operational errors andthe potentially costly consequences,” says John Roche,commercial director at CSC. This year, CSC commissioned research among seniorin-house legal counsel across diverse industry sectors inthe U.S. to understand their experiences with SOP, thechallenges they face, and opportunities for improvement.The findings are presented in this report, CSC’s firstdedicated study on SOP. CSC’S EXPERTS Paul MathewsDirector of CSCProduct Management John RocheCommercial Directorat CSC Lynanne GaresProject Manager,CSC LitigationManagement services Grant BarberManager, CSC Litigation Management services What did we find?Key takeaways from CSC’s research We surveyed 250 respondents across the United States holding senior roles within in-houselegal teams from sectors including technology, manufacturing, legal services and insurance. SOP intake can be fragmented Top SOP challenges Data accuracy is asignificant challenge toSOP management.61% of respondents cited dataaccuracy as a major hurdle forin-house legal teams over thepast five years. 34% of respondents flagged thecomplexityof managing various rulesacross states andjurisdictions when handling SOP intake. 18% of respondents said internal silos—whether from separate systems or teams—create delays and challengesin routing SOPto the right party. SOP volume was a concernfor 56% of respondents,with 76% of respondentssaying they spend either “toomuch” or “excessive” amountsof time managing SOP. Access to the highest quality data andreporting information is paramount Finding skilled workersin SOP management isdifficult—more than half(54%) felt hindered by lack ofexperienced staff in this area. 71% of respondents said alack of integrationacross multiple technology systems createsobstacles in the SOP process. 59% of respondents said manual SOP trackingand recordkeepinghinder effective SOPmanagement. Nearly half ofrespondents (48%) cited cybersecurity as a topconcern,noting thatSOP documentation oftencontains sensitive personalinformation such as names,addresses, and SocialSecurity numbers. Outdated technologywas an issue for 49%of respondents. Legal teams are turning to technologyto manage increased pressure Mass arbitration is onthe rise, requiring a freshevaluation of existingprocesses Over the past three years,92%of the respondents’ companies madean investment in in-house technology systems to meet the demandsof SOP requests, with38%making a “significant” investment. 93% of respondentsexpressed concernabout rising levels of massarbitration, with 38% highlyconcerned. In-house legal teams are concerned that current technology platformsare unable to deal with SOP demands in a timely and accuratemanner(96%), with51%“very concerned.” 73% of respondentssaid mass arbitrationimpacts data accuracyand increases reportingerrors.They also noted thatrising claim volumes havecaused processing delaysand regulatory challenges. Many are exploring generative AI, expecting that it could eventuallyhandle large volumes of work more efficiently(70%), improve frauddetection through effective data analysis(59%), and manage riskthrough anomaly detecti