Legal Services Request Analysis is the process of capturing, categorising, and interpreting the flow of legal work requests into the department. It answers a fundamental question: “What is driving demand for legal services-and how can we manage it better?”

Without this analysis, legal teams operate blind. Requests arrive in every format-emails, calls, corridor conversations-creating chaos and inefficiency. Lawyers spend time firefighting instead of focusing on strategic priorities. Worse, the business perceives legal as slow and unresponsive, even when the real issue is uncontrolled demand.

This station transforms that chaos into clarity. By analysing request patterns, legal teams can identify recurring issues, eliminate unnecessary involvement, and design workflows that prioritise high-value work. It also provides the data needed to justify process changes, technology investments, and resource allocation decisions.

In today’s environment of rising workloads and static budgets, request analysis is a survival tool. It enables legal teams to achieve more with what they have, reduce bottlenecks, and demonstrate measurable improvements in efficiency and responsiveness.

Legal Services Request Analysis typically includes:

◼️Request Capture: Implementing systems to record all incoming legal requests.

◼️Categorisation: Grouping requests by type, complexity, and urgency.

◼️Volume Analysis: Measuring demand trends over time.

◼️Source Identification: Understanding which departments generate the most requests.

◼️Pattern Recognition: Identifying recurring issues that can be addressed through training or self-help tools.

◼️Prioritisation Rules: Applying criteria to rank requests based on risk and value.

◼️Workflow Integration: Linking analysis to matter management and resource planning.

◼️Reporting: Sharing insights with stakeholders to drive behavioural change.

In GLS legal ops, the Legal Services Request Analysis (LSRA) is considered a "Repeater" resource within legal operations.

A Repeater Resource: Supports multiple legal functions, ensuring that structured legal requests improve contracting, dispute resolution, compliance, and advisory services.

The best practice features of Legal Services Request Analysis are as follows:

◼️Centralised Intake: Uses a single platform for capturing all requests.

◼️Standardised Data Fields: Ensures consistent categorisation and reporting.

◼️Analytics Capability: Provides dashboards for trend and volume analysis.

◼️Integration with Legal Ops: Links request data to resource planning and prioritisation frameworks.

◼️Transparency: Shares demand insights with business units to influence behaviour.

◼️Continuous Review: Updates categorisation and prioritisation rules regularly.

◼️Self-Help Enablement: Uses insights to create playbooks and training for common issues.

◼️Governance Alignment: Ensures request handling complies with legal department policies.

The Legal Services Request Analysis station delivers the following value to the Business:

◼️Efficiency Gains: Reduces wasted time on low-value or unnecessary requests.

◼️Cost Control: Identifies opportunities to eliminate external spend on routine matters.

◼️Predictability: Provides clarity on legal service delivery timelines.

◼️Risk Management: Ensures high-risk matters receive priority attention.

◼️Behavioural Change: Encourages business units to use self-help tools for routine tasks.

For the legal team, request analysis provides:

◼️Visibility: A clear picture of demand drivers and workload trends.

◼️Control: Ability to prioritise work based on risk and value.

◼️Efficiency: Reduced time spent on low-impact tasks.

◼️Credibility: Demonstrates data-driven decision-making to stakeholders.

◼️Improvement Roadmap: Identifies areas for process and technology enhancements.

The Legal Services Request Analysis station is essential for:

◼️Legal Department Leadership

◼️Legal Operations Managers

◼️Executive Management

◼️Risk and Compliance Teams

A legal team operating without Legal Services Request Analysis will face a wide range of inefficiencies including:

◼️Demand Chaos: No visibility into workload drivers or request patterns.

◼️Resource Waste: Time spent on low-value tasks without prioritisation.

◼️Reactive Culture: Constant firefighting instead of proactive planning.

◼️Credibility Loss: Inability to justify resource allocation or process changes.

◼️Missed Opportunities: Failure to implement self-help tools and training.

Request analysis is technology-enabled. Matter management systems, intake platforms, and analytics dashboards are essential for capturing, categorising, and reporting on legal demand.

1. What is legal services request analysis?

A: It’s the process of capturing and analysing legal work requests to manage demand and optimise workflows.

2. Why is request analysis important for legal teams?

A: Because it provides visibility into demand drivers and enables prioritisation.

3. How does request analysis improve efficiency?

A: By identifying low-value tasks and recurring issues that can be automated or eliminated.

4. What tools support request analysis?

A: Matter management systems, intake platforms, and analytics dashboards.

5. Can request analysis reduce legal costs?

A: Yes-by eliminating unnecessary involvement and reducing external spend.

6. Should request analysis be shared with the business?

A: Absolutely-transparency drives behavioural change and better collaboration.

7. How often should request analysis be reviewed?

A: Quarterly reviews are best practice for continuous improvement.

8. Does request analysis link to legal tech adoption?

A: Yes-it identifies where technology can deliver the greatest efficiency gains.

9. What happens if legal teams skip request analysis?

A: They remain reactive, inefficient, and unable to demonstrate value.

10. Is request analysis relevant for small legal teams?

A: Yes-resource constraints make demand management even more critical.