Make it so: An Australian bank banishes hourly fees

Polczynski educated her team on change management, as well as appropriate occasions and ways to say “no,” to low value work, as they created self-service tools and conducted internal training sessions to empower appropriate staff to take a commercial approach to low-risk work.

The legal department partners with providers piloting new methods including software-based legal delivery, such as a pay-per-use trade promotion tool that guides non-lawyers planning sweepstakes or giveaways through an interactive questionnaire to produce competition terms and license applications.