April 14, 2023
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Legal Ops Mindset in Pro Bono Practice
Fundación Appleseed México is a non-profit that provides pro bono legal assistance to Civil Society Organizations (CSOs) that encounter legal compliance issues through its internal lawyers and through a network of law firms. Even with caseload increasing, many CSOs were dropping out of the lengthy process without solving their legal issues. In response, Appleseed partnered with stakeholders to analyze and improve their operating model using lean six sigma and design principles to create a centralized case management and analysis database, a CRM web application, and customer satisfaction surveys. These improvements reduced case length and abandoned cases by 50%, increased law firm participation 2.4x, cut response times by more than half and improved efficiency 10x.