Executive summary Pinsent Masons is recognised for its innovation and adopting smart technology to drive efficiency – reflected in the firm’s profit growth of 60% over the past five years. One facet helping to drive this growth is high levels of efficiency in its operational and support functions. However, following an in-depth review, the law firm understood that a new model was required. Tasks were not being assigned to the right resources or the right skillsets, causing a drain on business value. Pinsent Masons decided to remodel the administrative and support structure using a combination of people, processes and technology. The law firm developed a support structure that consisted of PAs, Administrators and Document Specialists, internally and externally. Exigent support

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