ILTA Awards

T R A N S F O R M A T I V E P R O J E C T O F T H E Y E A R / Finalist P erkins Coie LLP launched a firmwide transformation of attorney support through the Attorney Support Model (ASM), a centralized, data-driven framework built on ServiceNow. The initiative unified previously disconnected support functions, including Legal Practice Assistants, document processing, efiling, practice support, and reservable resources, into a single enterprise platform designed to standardize workflows, improve visibility, and enhance operational efficiency across the firm. Before ASM, attorney support processes were decentralized, making it difficult to measure workload, allocate resources effectively, or maintain consistent service delivery. Perkins Coie addressed these challenges by embedding standardized end- to-end workflows into ServiceNow and establishing clearly defined roles, responsibilities, and governance standards. The project also introduced ServiceNow's Discussion capability to strengthen internal collaboration and created comprehensive o n b o a r d i n g a n d c h a n g e m a n a g e m e n t p r o g r a m s f o r approximately 160 Legal Practice Assistants transitioning into the new operating model. A m a j o r i n n ovat i o n o f t h e p ro j e ct wa s t h e c re at i o n o f standardized time-tracking and reporting practices within ServiceNow. For the first time, firm leadership gained real-time visibility into attorney support demand, resource utilization, and workflow capacity across offices and practice groups. Using Power BI dashboards integrated with ServiceNow, the firm was able to make data-driven staffing decisions rather than relying on historical assumptions. Within months of launch, Perkins Coie implemented more than 80 desk assignment adjustments to better align support resources with actual attorney demand. The platform also transformed the use of shared services by enabling the firm to monitor how work was routed and completed across support teams. ServiceNow reporting Perkins Coie helped identify opportunities to improve delegation, increase efficiency, and ensure work consistently flowed to the most appropriate and cost-effective resources. In addition, the system provided firmwide visibility into efiling activity for the first time, capturing filing volumes, jurisdictions, and support requirements that are now informing the development of a scalable trial support model. The project's operational value became especially clear during a significant firmwide email outage. Teams rapidly shifted from Microsoft tools to ServiceNow and WebEx to coordinate legal work, maintain communication, and meet deadlines without disruption. This validated the platform as a mission-critical operational hub and reinforced the resilience of the new support model. By combining workflow standardization, analytics-driven decision-making, and enterprise-wide collaboration, Perkins C o i e t ra n s fo r m e d at to r n ey s u p p o r t i nto a n i nte g rate d , scalable service delivery model. The Attorney Support Model established a new foundation for operational transparency, workforce optimization, and long-term innovation across the firm. PROJECT Attorney Support Model Transforming legal support through unified workflows, data visibility, and operational agility ILTA AWARDS OF EXCELLENCE 2026 6 2

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