3.2 Innovation in Welsh law firms and in law firms with a substantial presence in Wales In this section, we review examples of innovation within Welsh law firms and law firms with a substantial presence in Wales, focusing on the four dimensions of innovation discussed in chapter 2: product, process, position, and paradigm. We find examples of innovation across three of these dimensions, with a strong focus on product innovation and, comparatively, a weaker focus on process and position. As discussed below, these differences suggest that innovation is primarily driven by commercial opportunities (product), rather than by a re-evaluation of the role and nature of legal services in Wales (paradigm). Addressing the latter aspect may be an effective solution to increase engagement with innovation in the Welsh legal sector, while supporting consumer appetite and strengthening the identity and reputation of the sector. a) Product Our research has identified numerous examples of innovative products developed or implemented by Welsh law firms through the use of technology. These include the following categories:
i) client portals, ii) law firm apps, iii) specialised apps and services, iv) low-tech tools.
Some of these products result from the implementation of existing commercial solutions, usually branded and personalised by the law firm, or from design and development by in-house developers or external contractors. In the following subsections, we discuss examples across all these categories. Client portal technology appears to be used by a broad range of firms in Wales: we found several examples of firms implementing existing commercial solutions, achieving seamless branding and integration (e.g. HCR’s integration of iManage Share), and a few of firms developing client portals in house, to cater for specific services or markets (e.g. New Law Solicitor’s Pilot for personal injury, Hugh James banking portal) or to increase efficiency and respond to client expectations (Acuity Client Portal). A few law firms in Wales have developed apps to connect with their clients, including Eversheds Sutherland, Hugh James, and Harding Evans. Examples of specialised apps for defined areas of practice include a HR app developed by Harding Evans, data and litigation products by Acuity Law, and compliance services by Eversheds Sutherland. We also found examples of low-tech tools designed and developed within Acuity Law, for internal and external use. These examples show that law firms in Wales engage with technological innovation and have some capacity to develop their own innovative products. However, with the exception of client portals, for which we found examples of implementation across Wales, in-house development of technology appears concentrated, as expected, within major law firms located in South Wales. Further, we generally note (again with the exception of client portals) that law firms provide limited information on their adoption or development of technology, providing an overall picture that is likely to substantially underestimate
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