Program

Operating Model & Transformation

Fix how the work is staffed, routed and measured — not just the tools.

The problem

Staffing is the constraint, not technology. Work arrives through every channel, intake is a person's inbox, and the team absorbs demand that was never sized. Another tool will not fix a routing problem.

The evidence

  • 48%

    name staffing as their top constraint. Budget is 24%. Technology limits are 8% — the tools are rarely the problem.

    Thomson Reuters Legal Department Operations Report, 2026

  • 36%

    say the strategy was never translated into priorities.

    Thomson Reuters Legal Department Operations Report, 2026

  • 48%

    of corporate legal teams say the right tools aren't in place.

    Thomson Reuters Legal Department Operations Report, 2026

What you get

  • Demand picture: what arrives, from where, and what it costs to serve
  • Intake and triage design, with self-service for the work that does not need a lawyer
  • Work allocation model across in-house, outside counsel and alternative providers
  • Service levels the business agrees to, and the measures behind them
  • A change plan with owners, sequenced so the team can absorb it

How it works

  1. PHASE 1

    Evidence

    Sample the demand and interview the business. Find out what legal is actually being asked for.

  2. PHASE 2

    Baseline

    Cost the current model — cycle times, effort by work type, where the queue forms.

  3. PHASE 3

    Design

    Redesign intake, routing and allocation with the team who will run it. Agree service levels with the business.

  4. PHASE 4

    Ship and prove

    Roll out in slices, measure against the baseline, and hand over the operating measures.

Every engagement leaves an instrument behind. Here it is: A demand and service-level report your team runs monthly.

What it costs

Scoped range

3–6 months

Scoped on headcount, the number of business units served and how much of the change you want us to run versus enable. Most of this work should transfer to your team as it goes.

What it does not include

We do not make headcount recommendations that reduce your team without your leadership deciding that first, and we do not implement a workflow platform you have not chosen. This is an operating design, not an HR exercise.

What it typically leads to

  • Program

    Fractional Legal Technology Leadership

    The legal technology leader you need two days a month, not five days a week.

    Read more →

  • Program

    AI Build — pilot to production

    One use case, built and put into production, with evidence it works.

    Read more →
Discuss this program →
Start here

Start with one sprint

Two to three weeks, one approver, a deliverable you keep. Tell us the problem and we'll come back within one business day with a scope, a date and a fee.

Scope a sprint →