After deciding the right-sourcing steps we wanted to take, it was challenging to establish the construct
for measuring our progress—what we call Value Tracking and the Legal Value Index.
Finally, the training and monitoring to ensure that work outsourced to United Lex consistently met
our standards was challenging. Turnover tends to be higher in LPOs than in an in-house team. United
Lex have helped us to put in place quality control measures, and to develop processes for repeatability
After the success of this approach in the UK commercial team, we have now expanded it to the
procurement team. A legal front door for procurement was introduced in November 2011. As a result,
80 percent of general, low-level legal enquiries are now dealt with directly by UnitedLex, freeing up
about 20 percent more capacity for BT’s own procurement lawyers to pursue higher complexity/
value work. We are now looking at how we can increase take-up of an LPO provider’s services in non-English speaking jurisdictions we operate in, e.g., by making additional language capabilities available.
We are looking to broaden the scope of United Lex’s role as our playbooks extend into more
interactive areas (such as flow down to suppliers) which will help drive a single way of working
internally and deliver a comprehensive repeatable methodology that ensures the on-shore in-house
team can remain focused on high-value/high-risk activities but supported by an underlying repeatable
methodology for using off shore/LPO providers.
8 C. Project management
Benefits of project management
Project management has a number of benefits. By creating a disciplined approach to legal
work, project management results in improved use of resources and improved performance against
budgets. Because tasks are clearly assigned, it reduces duplication of effort. The existence of a defined,
detailed plan provides the context for team members to understand expectations and outcomes.
Ultimately, project management results in more effective planning, cost control, resource
allocation and appropriate risk management throughout the duration of a case/project, giving project
team members structured tools to make deliberate, fact-based decisions.