Product

Solutions

Resources

Our Software

Support

Get started

Royal Borough of Greenwich

From Complexity
to Clarity

Greenwich Council modernised its legal operations with a cloud-based case management system—enhancing productivity and ensuring compliance across departments including governance, litigation, and contracts.

Download

Read full case study

employees

sector

Local Government

sector

Local Government

sector

Local Government

Iken’s interface Screenshot for Transforming Legal Services with Cloud Case Management

Case Study

Unlocking productivity, automation, and compliance in public sector legal services.

Greenwich’s legal services team is responsible for handling legal matters across multiple departments, from compliance and governance to contracts and litigation. As the volume of cases increased, the team needed a case management system to modernise processes and collaboration, and reporting.

By implementing Iken’s legal case management software, Greenwich transformed the way they track cases, manage legal work, and maintain compliance. This case study explores how Greenwich adopted Iken, overcame challenges, and achieved measurable improvements in case productivity, reporting, and integration.

Discover how Greenwich’s legal team modernised case management, strengthened compliance, and unlocked productivity.

Download PDF

Key outcomes

Improved Case Management and Productivity

Greenwich successfully moved to a cloud-based system, providing real-time case tracking, workload management, and document accessibility. This has reduced manual administrative tasks, allowing legal professionals to focus on their core legal work.

Improved Case Management and Productivity

Seamless Integration with Key Legal Tools

Iken integrates with Outlook, Bundledocs, and other essential legal systems, ensuring that case correspondence, documents, and updates are stored in a single, secure location. This has eliminated duplication, reduced errors, and improved collaboration between legal teams.

Seamless Integration with Key Legal Tools

Advanced Reporting and Time Recording

Greenwich gained clearer insights into legal workload distribution and case progress using Iken’s time recording and reporting tools. This has supported resource planning, internal reporting, and compliance monitoring across the legal department.

Advanced Reporting and Time Recording

Better Resource Allocation and Case Oversight

With Iken’s reporting capabilities, managers now have full oversight of active cases, time spent, and resource needs. This has helped them prioritise work more effectively and make informed decisions about team capacity.

Better Resource Allocation and Case Oversight

Stronger Collaboration Across Legal Teams

The introduction of a centralised legal management system has improved collaboration between teams, making it easier to share case updates, track changes, and manage workflows in a single, structured environment.

Stronger Collaboration Across Legal Teams

Successful User Adoption and Ongoing Support

Greenwich’s legal professionals quickly adapted to Iken thanks to structured training, onboarding, and ongoing support. This ensured a smooth transition and enabled them to take full advantage of Iken’s features from day one.

Successful User Adoption and Ongoing Support

Managing Change in a Legal Department

Adopting a new case management system was a significant shift for Greenwich’s legal team. Moving from manual processes and legacy systems to a cloud-based legal management system required a change in workflows and user habits. The legal team had well-established processes that, while familiar, were increasingly difficult to scale and maintain. With growing workloads, managing cases manually had become unsustainable, leading to delays, inconsistencies, and missed opportunities for productivity gains.

To support this transition, Iken provided structured onboarding, training, and hands-on support, ensuring that legal professionals were confident using the system. The implementation process was designed to be collaborative, ensuring that Greenwich’s legal professionals had input in how the system was configured to meet their needs.

A phased rollout ensured that legal professionals could test new workflows, provide feedback, and adapt gradually, reducing disruption to ongoing legal work. This approach not only improved adoption rates but also allowed Greenwich to tailor certain functionalities to match their existing ways of working while modernising their approach.

The Council aimed to streamline its legal operations to improve productivity and engagement among its legal staff. By adopting Iken Cloud, the Council has significantly reduced the time spent on administrative tasks, allowing fee earners more time to focus on their core responsibilities. The system’s comprehensive reporting suite has enabled the Business Support team to speed up the production of billing data and provide a richer set of management information on demand.

With Iken Cloud, fee earners have greater autonomy and can manage their own cases more effectively. Iken’s user-friendly interface allows users to open cases, track progress and generate reports independently. This has fostered greater engagement, with fee earners feeling more in control and accountable for their workloads. As one fee earner remarked:

“Like any change, there was an adjustment period. But Iken’s team worked closely with us, ensuring we had the training and support needed to transition smoothly.”

Emma Newby

Legal Practice Manager, Greenwich Council

Ensuring Security and Compliance in Legal Case Management

As a public sector legal department, Greenwich needed a secure system that met strict compliance and data protection requirements. Managing highly sensitive legal information meant that access control, audit trails, and data security were essential. Their previous system lacked the robust compliance tracking features needed to provide clear oversight of who had accessed or modified case information.

With Iken, Greenwich gained role-based access controls, ensuring that only authorised users could view or edit legal files. This protected confidential case data while allowing for transparent, auditable workflows that met public sector governance standards.

The system also introduced real-time tracking and reporting of case activities, allowing Greenwich to evidence compliance, respond to audits, and demonstrate accountability. This was a major step forward from their previous approach, where compliance tracking was fragmented across multiple sources. Now, with a centralised and secure solution, they have full confidence in their ability to meet legal and regulatory requirements.

One of the biggest challenges for West Northamptonshire Council was consolidating legal data extracted from the previous systems of Northampton BC, South Northamptonshire and Daventry DC into one centralised database. Iken’s expertise in data migration ensured that this process was managed successfully and without disruption to the legal team’s day-to-day work. Judy noted that the migration was managed with clear communication and a well-structured project plan, making what could have been a difficult transition much easier to manage.

In addition to the data migration, Iken Cloud’s self-service capabilities have ****allowed the legal team to manage user accounts and system updates independently, freeing up IT resources. This is particularly important for a fast-growing council, as it has allowed the legal team to respond quickly to staffing changes without needing to wait for IT support.

This flexibility in user management is a prime example of how Iken Cloud empowers legal teams to be more productive and independent, enabling them to focus on legal matters without being delayed by technical issues.

“Security was a key priority for us. Iken’s audit trails and access controls give us confidence that our legal data is protected and managed securely.”

Jayne Warrington

Legal Practice Management Officer, Greenwich Council

Reducing Administrative Burden

Before Iken, Greenwich’s legal professionals spent a significant amount of time on manual case tracking and document handling. Managing deadlines, setting reminders, and updating case records were time-consuming tasks that relied on individual responsibility rather than structured automation. This created bottlenecks, inconsistencies, and an overreliance on administrative support.

With Iken’s automated workflows, task tracking, and document filing, these processes have been dramatically simplified. Legal teams can now set up automatic case updates, track deadlines with built-in reminders, and retrieve case documents instantly.

By reducing manual interventions, the legal team has not only saved time but also improved accuracy and case consistency, ensuring that key deadlines and actions are never missed.

“The ability to automate reminders and track case progress in one place has saved us so much time. We’re no longer relying on manual tracking—it’s all streamlined within Iken.”

Emma Newby

Legal Practice Manager, Greenwich Council

In conclusion

Greenwich’s adoption of Iken’s legal case management system has delivered significant improvements in case tracking, reporting, and collaboration. By eliminating manual inefficiencies, integrating with key legal tools, and enhancing security, the legal team is now better equipped to manage cases productively and transparently.

Looking ahead, Greenwich aims to expand its use of Iken’s automation features and integrations, further enhancing legal case management across the organisation. This case study highlights how modern legal management software can transform public sector legal teams, enabling them to work more productively, securely, and collaboratively in a digital-first environment.

Cardiff City Council’s successful migration to Iken Cloud demonstrates how adopting the right legal software application can lead to significant improvements in service delivery, team collaboration and productivity.

By maintaining stakeholder engagement throughout the project, coupled with a robust support service available to end users from day one, Iken has enabled the Council to modernise its legal processes, integrate with other technologies and prepare the team for future challenges. The Council’s journey also illustrates the value of choosing a supplier that prioritises the needs of its clients and is always seeking opportunities to collaborate and share ideas.

“Iken has enabled us to modernise how we manage legal work across the organisation. With improved visibility, secure access, and automated workflows, we’re now working more productively, collaboratively, and confidently than ever before.”

Jayne Warrington

Legal Practice Management Officer, Greenwich Council

Data Protection

Website Privacy & Terms

SaaS Privacy & Terms

Suppliers

Contact

Get started

© 2025 Iken Buisness Ltd. First Floor, PS21, 21 Prince Street, Bristol, BS1 4PH, UK
Registered in England & Wales | Company Registration Number:- 2776536 | VAT Registration Number: GB 609526041

Contact

Get started

© 2025 Iken Buisness Ltd. First Floor, PS21, 21 Prince Street, Bristol, BS1 4PH, UK
Registered in England & Wales | Company Registration Number:- 2776536 | VAT Registration Number: GB 609526041

Contact

Get started

© 2025 Iken Buisness Ltd. First Floor, PS21, 21 Prince Street, Bristol, BS1 4PH, UK
Registered in England & Wales | Company Registration Number:- 2776536 | VAT Registration Number: GB 609526041

Royal Borough of Greenwich

From Complexity to Clarity

Case Study

Unlocking productivity, automation, and compliance in public sector legal services.

Key outcomes

Improved Case Management and Productivity

Improved Case Management and Productivity

Improved Case Management and Productivity

Seamless Integration with Key Legal Tools

Seamless Integration with Key Legal Tools

Seamless Integration with Key Legal Tools

Advanced Reporting and Time Recording

Advanced Reporting and Time Recording

Advanced Reporting and Time Recording

Better Resource Allocation and Case Oversight

Better Resource Allocation and Case Oversight

Better Resource Allocation and Case Oversight

Stronger Collaboration Across Legal Teams

Stronger Collaboration Across Legal Teams

Stronger Collaboration Across Legal Teams

Successful User Adoption and Ongoing Support

Successful User Adoption and Ongoing Support

Successful User Adoption and Ongoing Support

From Complexity
to Clarity