Global menu

Our global pages

Close
Print Friendly and PDF
Service excellence blog

Projects and productivity in any 'next normal'

The time that the pandemic sent our teams home to work coincided with the appointment of Rachel Broquard as the firm’s first Service Excellence Partner.

This offered us another opportunity to think about and revisit existing ways of doing things, but also to embed better some of the new ways of working that we had already been investing in heavily pre-pandemic. Our focus is to drive service excellence through well designed, tech-enabled legal service delivery.

Since the first lockdown, we have introduced new organisational structures across our practice groups to focus on our ethos of Service Excellence. This includes a Service Excellence Board (comprising members of the Executive, practice group heads, our GC, our IT Director and our Service Excellence Partner), a cross-practice Service Excellence Steering Group, a cross-practice legal technologists’ forum and a cross-practice legal project managers’ forum.

Embedded within our business are legal project managers, legal technologists, business analysts, developers, change managers and knowledge and service design experts, all of whom work alongside our legal teams in providing a joined-up service to our clients.

Pre-pandemic, we were already using legal technology to augment the provision of legal services, to ensure consistent high quality and to find efficiencies. Our lawyers are supported by legal technologists in selecting the right technology solutions to achieve the best results for our clients. The lockdown has validated our decision to invest in this area and our legal technologists have been incredibly busy during this period supporting strategic work for our clients.

The pandemic has also helped us to really focus on those technology solutions that deliver results and measure the return on investment

The pandemic has also helped us to really focus on those technology solutions that deliver results and measure the return on investment.

Our mobile app strategy has supported new ways of working, with our Connected App (which allows our lawyers to look for resource and publicise their availability to take on new work) being well used across the business. It’s a great way to support work allocation in a remote environment and has helped is take a “without walls or borders” approach. Our Open House app (a purely social space for our people to connect) is the most highly used app within the firm.

Right now, any technology solutions that supports collaborative working in a remote environment is really helping our teams deliver for our clients, whether that be electronic signatures, collaborative working spaces, communication tech, or solutions to support group brainstorming – these all feature heavily in how we are meeting the challenges of this pandemic head on.

We are excited by the way in which our lawyers are embracing technology to support the delivery of legal services and anticipate that as life returns to the “next normal”, they will continue to engage positively with the changes that have been brought about.

We are excited by the way in which our lawyers are embracing technology to support the delivery of legal services and anticipate that as life returns to the “next normal”, they will continue to engage positively with the changes that have been brought about.

Professional project management allows us to enhance the services we offer. Our clients benefit from greater control and transparency over their legal matters and a consistently delivered outcome. By sharing best practice between the LPM teams through our LPM forum, our legal project managers have been a particularly great resource for our legal teams to draw on during this period. They have helped our lawyers and clients overcome additional challenges resulting from the pandemic, such as coordinating complex multi-jurisdictional project closings where signatories are working from home and local Governmental and regulatory agencies globally have been impacted by the situation.

We also understand the pressures on our clients of a changing regulatory environment, which is particularly acute at present. To support this, we have developed knowledge-based solutions that combine technical legal expertise, technology and design thinking to meet this need. During a time when our clients are also, in the majority, working from home, it has been important to place human-centred design at the heart of what we do.