Legal Services Commission Survey on Innovation in Legal Services Sector | News

Latest results detail changes since last survey in 2018

The Legal Services Board (LSB) released its latest findings on levels of innovation and use in legal services in England and Wales on 5 June, showing that the pandemic has been a key driver of use and growth in legal services. It became clear that We rely on technology to provide legal services.

The 2022 survey of more than 1,300 firms, last conducted in 2018, aims to gauge the attitudes of legal services firms and barristers to adopt new technologies and service innovations within their companies and organizations. purpose. The survey asked respondents about the following areas: Awareness of innovation and technology and the factors that influence how providers develop services and use technology. New or improved services, investments in certain technologies, their purpose and impact, restrictions on development and use. Workplace culture and approach to developing services and using technology.

The LSB reports key findings such as: Improved responsiveness to customer needs (94 percent) and reduced environmental impact were the most commonly reported impacts of new services. Companies have introduced more new technologies in the last three years (61%). Many companies are implementing access technologies that make it easier for people to obtain legal services. Firms that have developed new or improved services in the last three years have decreased (21%) compared to 2018. Compared to 2018, fewer companies reported specific constraints on service development and introduction of new technologies. There are also significant differences in usage and experience depending on the type of firm, whether it is an alternative business structure or a legal area of ​​focus. The study also identifies differences according to the age and size of companies and where they are based in England and Wales.

Overall, more than 9 out of 10 companies feel that adopting new technology has made them better at responding to customer needs. This is the most commonly reported impact and also the most commonly reported important consideration when companies adopt new technology. LSB also found a low 2-5% usage rate for more advanced technologies such as technology-assisted reviews, predictive technology, robotic process automation, blockchain or distributed ledger technology.

The LSB is currently developing new legal guidance for regulators on promoting the use of technology to access legal services and plans to discuss the issue later this year.

Commenting on the findings, LSB Chairman Alan Kershaw said, “From AI to video conferencing, technology has the potential to dramatically expand access to legal services, and LSB is committed to helping consumers and providers alike.” We are committed to ensuring that regulation unlocks that benefit for us.” The COVID-19 pandemic has accelerated technology adoption. We need to ride that momentum and foster a culture of innovation that designs services based on consumer needs. While it is encouraging that regulation is fading as a constraint on the introduction of new technologies, there are still some factors that prevent widespread adoption of the technology. Regulators need to proactively understand the opportunities and risks, remove barriers that prevent innovators from entering the space, and prevent consumers from accessing services.

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