Managing change a new approach to legal services


The Legal Services Commission runs the legal aid service in England and Wales. It helps people get the information, advice, representation and legal help they need to protect their rights and resolve their problems. The legal aid scheme protects some of society's most vulnerable and disadvantaged people. It employs over 1,700 staff around England and Wales.

Contact: Legal Services Commission Address: 85 Grays Inn Road, London WC1X 8TX Tel: 020 7759 0000 Email:

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About this case study:
As a result of carefully reading the Case Study, students should be able to: explain the basic SWOT components involved at the time of establishing the PDS, outline key strategic elements of the PDS launch: location, customer service, recruitment, IT, and quality. distinguish between criminal law and civil law.

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