Why Legal Operations Has Not Achieved Broad Operational Maturity

Legal operations departments still need to achieve broad operational maturity, According to an article by Epiq Global that highlights its 2021 benchmarking study,

Despite investments in infrastructure and process improvements, there are significant weaknesses in legal operations’ strategic planning and collaboration with the business. Data indicates a lack of qualitative measurement in operations performance, focusing more on tactical aspects rather than strategic outcomes. This gap results in insufficient actionable intelligence for executives, hindering effective decision-making.

Legal operations‘ maturity and impact are often dictated by its status within the organization. When led by an executive-level head, legal operations adopts a strategic approach, driving transformative improvements. When perceived as an administrative function, however, its impact remains limited.

These are recommendations that will ensure legal operations moves forward on its path to broad operational maturity: 

1. Set a place at the leadership table. The head of legal operations should be included in the general counsel’s leadership team to gain visibility into the department’s workings and challenges. This also elevates the professional status of the role and ensures backing from senior leadership.
2. Start with a thorough assessment. Conduct a structured assessment of legal operations, business needs, and external benchmarks. Using frameworks like the ACC Legal Operations Maturity Model, the assessment should involve surveys, interviews, and focus groups to establish a baseline for improvement.
3. Draw a roadmap for comprehensive change. Develop a strategic roadmap that prioritizes initiatives providing long-term benefits such as savings that support future investments. Focus on integrating business processes and legal applications, improving data quality to meet the needs for data-driven insights and decision-making.
4. Utilize actionable metrics. Align metrics with business priorities to guide continuous improvement. Focus on Objectives and Key Results (OKRs) alongside Key Performance Indicators (KPIs) to achieve measurable progress on key initiatives.