The Benchmarking / SLA Station is the performance engine of legal transformation. It establishes the metrics, baselines, and service level agreements (SLAs) that allow legal departments to measure how well they are performing - and how much better they could be.

Benchmarking is about understanding the current state. It involves extracting data from existing legal workflows to identify turnaround times, cost per matter, resolution rates, and other key indicators. This data becomes the reference point for evaluating the impact of managed legal services (MLS) and other transformation initiatives.

SLAs, on the other hand, define the future state. They set the performance expectations for internal teams and MLS providers - covering speed, quality, responsiveness, and more. But SLAs must be strategic, not excessive. A handful of high-quality SLAs will drive performance. Thousands of irrelevant ones will inflate costs and confuse priorities.

 At GLS, we use benchmarking and SLAs to create a glide path to world-class performance. We don’t just measure - we optimise. Our diagnostics cover everything from instructing behaviours to document quality, enabling dynamic service adjustment and continuous improvement.

The scope of the Benchmarking / SLA Station typically includes:

◼️Historic Performance Analysis: Reviewing past legal activity to establish baseline metrics.

◼️Cost Diagnostics: Understanding cost per matter, resource allocation, and spend efficiency.

◼️Process Mapping: Identifying where delays, bottlenecks, and inefficiencies occur.

◼️SLA Definition: Establishing service expectations for speed, quality, and responsiveness.

◼️Benchmark Comparison: Evaluating performance against industry standards or peer groups.

◼️MLS Accountability Framework: Embedding SLAs into managed service contracts.

◼️Performance Reporting: Creating dashboards and reports for ongoing monitoring.

◼️Continuous Improvement Planning: Using data to refine processes and elevate performance.

In GLS legal ops speak – the Benchmarking/SLA 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 Benchmarking / SLA Station are as follows:

◼️Data-Driven Baselines: Benchmarking is based on actual performance data, not assumptions.

◼️Strategic SLA Selection: Focused on a limited number of high-impact metrics.

◼️MLS Integration: SLAs are embedded into managed service contracts and workflows.

◼️Dynamic Adjustment: SLAs are reviewed and refined based on performance trends.

◼️Diagnostic Depth: Analysis includes instructing behaviours, document quality, and resolution times.

◼️Visual Reporting Tools: Dashboards provide real-time visibility into performance.

◼️Stakeholder Alignment: SLAs reflect business priorities and legal team capabilities.

◼️Transformation Enablement: Benchmarking provides the case for change and the roadmap for improvement.

The Benchmarking / SLA Station delivers the following value to the Business:

◼️Improved Cost Efficiency: Identifies areas of overspend and enables targeted resource allocation.

◼️Faster Deal Execution: SLAs drive speed and accountability in legal workflows.

◼️Better Vendor Management: Performance expectations are clear and enforceable.

◼️Enhanced Transparency: Stakeholders understand how legal is performing and where it’s improving.

◼️Stronger Business Case for MLS: Benchmarking proves the value of managed services.

◼️Reduced Risk: SLAs ensure consistent quality and compliance.

◼️Scalable Legal Support: Performance metrics guide expansion and resource planning.

◼️Optimised Legal Spend: Data enables smarter budgeting and investment decisions.

The optimisation of this Station will build value in the legal department in the following ways:

◼️Performance Visibility: Legal teams understand how they’re performing and where to improve.

◼️Accountability Framework: SLAs create clear expectations for internal and external resources.

◼️Process Improvement: Benchmarking highlights inefficiencies and guides optimisation.

◼️Delegation Confidence: Legal can delegate to MLS providers with measurable oversight.

◼️Team Motivation: Clear goals and metrics drive engagement and focus.

◼️Transformation Justification: Data provides the rationale for change and investment.

◼️Stakeholder Trust: Business units see legal as transparent and performance-driven.

◼️Continuous Learning: Metrics enable ongoing refinement and capability building.

The Benchmarking / SLA Station is essential for:

◼️Legal departments seeking to implement managed legal services

◼️Teams undergoing legal transformation or restructuring

◼️Legal operations professionals designing scalable service models

◼️GCs and Heads of Legal aligning legal support with business strategy

◼️Procurement functions looking to streamline and reduce costs

A legal team operating without a Benchmarking / SLA Station will face a wide range of inefficiencies including:

◼️Unmeasured Performance: No visibility into how legal services are performing.

◼️Poor MLS Oversight: Providers operate without clear expectations or accountability.

◼️Inefficient Processes: Bottlenecks and delays persist without diagnostic insight.

◼️Stakeholder Frustration: Business units don’t understand legal’s value or responsiveness.

◼️Transformation Paralysis: No data to justify change or track improvement.
 
◼️Budgeting Blind Spots: Legal spend is unmanaged and unpredictable.

◼️Low Team Engagement: Lack of goals and feedback reduces motivation.

◼️Risk Exposure: Inconsistent service quality increases compliance and reputational risk.

The Benchmarking / SLA Station has a strong tech profile:

◼️Analytics Platforms: Tools are needed to extract, analyse, and visualise performance data.

◼️SLA Tracking Systems: SLAs must be embedded into workflow platforms and monitored in real time.

◼️MLS Integration: Provider platforms must support SLA reporting and diagnostics.

◼️Automation Triggers: SLA breaches can trigger alerts, escalations, or workflow adjustments.

◼️Data Governance: Metrics must be consistently captured and securely stored.

◼️Performance Dashboards: Visual tools enable stakeholder engagement and decision-making.

◼️Tech-Driven Improvement: Data informs automation, process redesign, and resource planning.

◼️Scalability: Tech platforms must support expansion of SLA scope and benchmarking depth.