ACC offers this Legal Operations Maturity Model as a reference tool. Use it to benchmark maturity in any given area(s), bearing in mind that priorities and aspirational targets will vary based on department size, staffing and budgets. We have partnered with leading legal service providers to produce the Foundational Toolkit to advance in each of the 14 functions. Members can link to the tools and on-demand webcasts below.

Maturity Model Stages


  • No systematic change management (CM) process or strategy

  • Change tends to be reactive as opposed to proactive and is often viewed with cynicism due to false starts

  • Communication is ad hoc, if any; most information spread by hearsay


  • Systematic approach has been developed and is applied for most major projects

  • CM is an acknowledged ingredient for success but responsibility is left to the project team (not a part of the overall culture)

  • CM is part of planning whenever a major change is being contemplated; some effort made to address CM through communications to the affected staff


  • Standardized processes for managing change embedded in all activities; project management is used in all major initiatives and CM is embedded in all project plans

  • CM experience/competency is evident throughout the organization and is a fundamental part of department culture

  • Both the department and affected clients are systematically informed about change initiatives; feedback is sought and addressed so that participants feel engaged and informed

  • If warranted, staff includes change management resources

Foundational Tools

Cultural Change Management
This Cultural Change Management presentation defines change management, explains why change management is important, and discusses how to create a culture of change management.

Mastering the Change Curve -Theoretical Background
Key concepts when preparing a discussion, conversation, or work-shop.

Maturity Model Change Management Preparation Workbook
A Preparation Workbook: a topical checklist to help condition stakeholders to the change while managing expectations and making change happen (and stick!).

Maturity Model Change Management Readying for Change
Understanding the change transition curve and actions you can take to influence yourself and others through change

Maturity Model Change Management Worksheet
This worksheet should be used in conjunction with Managing Change – A Preparation Workbook and serve as a planning document and communication piece for any change management initiative

Find Solutions to Real-Life Change Management Challenges
This presentation outlines the phases of the change transition curve and what behaviors employees may exhibit in each phase.

Maturity Model Change Management Guide to Creating Workflow
After a project’s scope is defined, a plan can be created that outlines the work needed to achieve the project’s objectives. A workflow diagram provides a succinct, visual representation of the process that will be followed to complete that work.

Maturity Model Change Management Roles in Organizational Change Management
A guide to the informal influencers and the roles they play in a successful organizational change management initiative.

Maturity Model Change Management Value Challenge -Skills Program
Implementing changes in fee structures should not happen in isolation.  Changes to value based billing affect only one factor in the value equation.  Implementing value based billing is an opportunity to examine working relationships and processes to drive efficiency.  It is a step to a Value Based Relationship.

Operations Scope of Responsibilities for Change Management
This document outlines considerations to be made when determining where Operations Teams should prioritize their resources, as well as a sample prioritization based on experience working with many Operations teams.

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Legal Operations Maturity Model Series - Change Management
On Demand 60 Minutes
CLE/CPD Credit Available

Watch the Webcast