The advantages of centralisation
A Legal Services Commission case study

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Page 2: Reasons for change

In making a case for change it is important to identify the drivers for change. Drivers are those forces which support a change. Change managers should identify these drivers and how important they are. They should also identify factors that support leaving things as they are.

If the drivers exceed the factors that are discouraging change then the change should take place. This model helps to identify the balance of forces for and against change.

Forces for change

In this example, there are more forces for change than those discouraging change so change would be beneficial. There are a number of drivers encouraging centralisation of some Human Resources services at the Legal Services Commission. These include:

  • economies of scale - systems that allow larger volumes of work to be done with the same or fewer resources reduce the unit cost of the work. For example, a group of people handling customer enquiries in one call centre can take more calls and give more standard responses than individuals working in separate offices
  • greater efficiency resulting from having standardized processes. All staff know what to do in any situation and all customers receive the same level of service.

Before introducing centralisation for some services, the Commission had more HR staff than the industry-average would suggest for an organisation of its size.

Introducing the changes has enabled the Commission to have a structure more in line with the industry average. In planning to make the change the Legal Services Commission identified 47 Human Resources policies for which there were no clearly defined processes. The result was that in different areas staff had created their own processes to implement policies. This gave rise to variable outcomes.

Internal and external customers

The Legal Services Commission's external customers are the people seeking legal help. Its internal customers are its own employees who need support and advice. It is important to provide the best possible service for internal as well as external customers. Satisfying internal customer needs will make them able to perform more effectively. The Commission is focusing on providing the best possible HR services for all staff in the right place, at the right time.


Legal Services Commission | The advantages of centralisation