The Legal Department Service Charter is a clear, accessible document that outlines the services provided by the legal team, the expected service levels, and how business units can request support. It’s the legal department’s “menu” — helping internal clients understand what’s available, when to engage Legal, and how to do so effectively.

Without a service charter, legal teams risk being overwhelmed by ad hoc requests, unclear expectations, and inconsistent service delivery. The charter sets boundaries, manages demand, and improves stakeholder engagement. It also supports legal operations by enabling intake systems, triage protocols, and performance tracking.

Importantly, the charter is not static. It evolves with the business and legal landscape, reflecting changes in risk appetite, regulatory obligations, and strategic priorities. It’s a living tool that aligns legal support with business needs.

◼️Definition of legal services offered

◼️Service level expectations (e.g., response times, turnaround)

◼️Request protocols and intake channels

◼️Escalation procedures and exceptions

◼️Alignment with Legal Dept. Mandate and Metrics

◼️Communication plan for business stakeholders

◼️Integration with legal tech tools (e.g., intake, matter management)

◼️Review and update schedule

In GLS legal ops speak – the Legal Dept. Service Charter is considered a “Foundational” resource within the process ecosystem of an in-house legal team.

The Foundational Resource is a CRE that is responsible for determining the overall performance capabilities of a “critical” legal function. If it is not optimised, the function can never be optimised. 

The best practice features of the GLP are as follows:

◼️Clear, jargon-free description of services

◼️Defined service levels and turnaround times

◼️Easy-to-follow request process

◼️Integration with intake and triage systems

◼️Alignment with legal team capacity and mandate

◼️Accessible format (e.g., intranet, PDF, video)

◼️Regular review and stakeholder feedback

◼️Embedded in onboarding and training materials

The Legal Dept. Service Charter delivers the following value to the Business:

◼️Faster access to legal support

◼️Improved clarity on what Legal does and doesn’t do

◼️Reduced friction and miscommunication

◼️Better prioritisation of legal resources

◼️Enhanced stakeholder satisfaction and trust

Legal teams benefit from structured demand, clearer expectations, and reduced firefighting. The charter supports workload management, performance tracking, and strategic alignment.

The Legal Dept. Service Charter is essential for:

◼️Legal departments of all sizes

◼️Legal operations teams

◼️General Counsel and Heads of Legal

◼️Legal tech and innovation leads

◼️Compliance and risk management teams

A legal team operating without a Legal Dept. Service Charter will face a wide range of inefficiencies including:

◼️Unstructured and unpredictable demand

◼️Misaligned expectations and service complaints

◼️Difficulty in measuring performance

◼️Poor stakeholder engagement

◼️Increased stress and burnout

This station is tech-leveraged. It integrates with intake systems, matter management platforms, and reporting dashboards. It also informs legal tech strategy by defining service delivery models.