Leading a Data-Driven Panel Review, with AIB’s Head of Panel Management

Steve Cummins, Head of Panel Management at AIB, shares lessons from AIB’s award-shortlisted panel review project.

Steve Cummins knows how to lead legal transformation. As Head of Panel Management at AIB, he recently spearheaded a data-driven review of the bank’s panel of law firms, earning the legal team a shortlist spot for the ALM European Innovation Award.

We spoke with Steve about how AIB approached the review process, what role data played, and what others can learn from their success.

Why did AIB undertake the panel review?

We wanted to optimize service delivery, maximize value from our key outside counsel partners, and create clear expectations around financial management and value-add services.

The previous panel had been in place for four years, and in that time, the market shifted significantly. This review was our opportunity to modernize our approach and ensure we were getting the best possible value and service alignment from our providers.

How did you go about the panel review?

We started by assembling a cross-functional Panel Review Team, including senior management and team members who work directly with our outside counsel every day. That mix of perspectives was crucial for setting shared goals and expectations.

We issued Requests for Information (RFIs) to both existing and potential firms and asked them to detail their approach, pricing structures, resourcing strategies, and what value-add services they would provide.

We layered in data from Brightflag: spend and performance analytics drawn from our historical matters and invoices. That combination of forward-looking proposals and backward-looking performance data gave us a comprehensive view.

We also used this as a chance to revisit our billing guidelines. We adopted best practices from Brightflag’s templates and customized them to set firm expectations for billing conduct and matter management going forward. It was a full reset—not just on who we work with, but on how we work with them.

What has been the result of the panel review so far?

We’ve seen significant improvements in cost control, service quality, and relationship management. In addition, we have now put in place a repeatable, data-informed process for benchmarking law firm performance and holding firms accountable to their commitments.

This isn’t a “set it and forget it” panel. We’re continuously measuring and refining to ensure we’re delivering the best legal services possible to our business at the best cost.

Billing guideline compliance by firms is a focus for you. Why is that?

Billing compliance might not sound like the most exciting topic, but it has a massive impact on budget predictability and cost control. With Brightflag, we’ve achieved 98% compliance with our billing guidelines, which is industry-leading. But it’s not something you achieve and forget about. It requires ongoing monitoring and engagement to maintain.

For instance, we track when firms bill for multiple timekeepers attending a call, or for expenses we’ve flagged as non-reimbursable. These behaviours might seem minor individually, but they add up quickly. And they provide clear signals about whether a firm is being thoughtful and efficient in their legal service delivery.

Overall, getting compliance right has had a significant cost-saving impact.

What learnings would you share with others embarking on a panel review?

Ultimately, the most important factor for our panel review was collaboration. Our team was open, transparent, and willing to challenge the status quo. That made the whole process successful.

Thanks Steve for sharing your perspective and learnings. It’s great advice for anyone looking to embark on a panel review!