The timecard is the unit of revenue for law firms and is therefore the most critical means of interacting with the client: It is the most direct communication of value and, as such, can help build or destroy the attorney-client relationship.

Outside counsel guidelines (OCG) have complicated this fundamental client touchpoint, however. Specifically, 79% of clients reported using OCG to control for the primary purpose of controlling costs—and this means billing. In general, OCG stipulate contractual terms and conditions across these three main areas:

  1. Process and procedures such as conflicts, case assessment, status reporting, and staffing;
  2. Policies and policy management including security and cybersecurity, general compliance, confidentiality; and
  3. Client billing guidelines, including fees, expenses, invoicing procedures, and appeals.