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May 21st, 2014

Concept to Reality - Transforming Tribunal Technology

BCCAT October, 2014

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Disclaimer

Important Note: These mockups do not represent final designs. They are purposely greyscale and based on handwritten fonts to focus review discussions on features and workflows, not language or colors. Design is ongoing and these images and slides are not representative of the final product. They are intended to generate thought and private project feedback only.

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1. Overview

2. Process to Date

1. Technology Decisions

2. Resolution Process Elaboration

3. Expert System

4. Dispute Resolution Suite

Intake

Initiator Intake

Respondent Intake

Case Screening (Intake & Support Worker Screens)

Citizen Facing Views

Case Manager Views

Workload Management

Adjudication

Closing Points

5. Questions & Answers

Agenda

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Overview

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Strategic Outcomes

Tribunal Transformation will make access to justice easier, faster and more affordable for all British Columbians by enabling user friendly, multi-channel access to administrative justice in a way that enhances access, efficiency, effectiveness and fairness.

Desired Strategic Outcomes

Increase the prevention and early, speedy resolution of disputes

Increase user satisfaction with the service experience

Maximize value for money for taxpayers and users

Increase the capacity of the justice sector to support public safety, justice and environment protection objectives.

Technology-enabled innovation through shared tools

The Tribunal Transformation Initiative is developing technology and business capabilities specifically designed to benefit multiple Tribunals

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Process to Date

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Conceptual Technical Architecture

• 4 Core Systems

• 2 Supporting Systems

• 8 Integration Systems

Dispute Resolution Reference Architecture

• Sector current state

• Common structure and processes

Architecture Design Process Overview

• Technical and Business Analysis

• Business Modeling

• Market Analysis

• Tribunal Interviews

• IM/IT Capabilities Assessments

• Future State Designs

Targeted Tribunal Surveys & Interviews

Stages of Dispute

In-person interviews conducted with 15

tribunals/boards. 23 total tribunals/boards engaged

125 Validated and Prioritized Capabilities

Technical Architecture Areas (18)

Business Processes

6 Core, 8 Guiding and 4 Supporting Processes

Dispute Resolution Reference Architecture

Concept Technical Architecture

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Recommendation Summary

Foundation Recommendation Highest core capability score Highest additional factor score Native Multi-tenancy App Exchange Web / Cloud based Opening Canadian Data Centers Works with many leading Cloud Security solutions

Elaboration of Resolution Process

2a. ES Intake

3. Validate Participation

4. Early Resolution (Neg)

6a. Mod Negotiation

7. Adjudication

1. Self Service – Solution Exploration 5.

Screening / Assignment 2b.

Non ES Intake 6b. Facilitation P

roce

ss

Sta

ges

Inform Intake Screening Validation Facilitation Adjudication

Negotiation Negotiation

1. Expert System 2. Dispute Resolution Suite

Negotiation

1. Expert System 2. Dispute Resolution Suite

Awareness Inform Negotiate Facilitate Adjudicate Post

Support

Case Intake

Recently completed: design elaboration with 7 Tribunals & permanent CRT Chair

*New Process Flow

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Technology goals

1. Provide accessible effective self-serve information and resources

2. Promote and support best practice self-resolution actions

3. Align tools and processes with the connected digital world

4. Leverage ADR techniques and processes

5. Create cohesive and efficient end-to-end solutions that suit diverse tribunal needs

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Actual Designs (Pre-Development) Conceptual Designs

Approach: Conceptual to Actual Designs

• Two-phase design approach; Conceptual to define and validate key functions, then Actual to create final approved software designs for development.

• The Expert System (ES) has moved into Actual Design, and the Dispute Resolution Suite (DRS) still in the Conceptual design phase

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Responsive Design: Desktop/Laptop/Tablet/Mobile

Expert System Solution Explorer UI

Online Intake

Online Portal

Online Decision Postings

Online Decision Validations

Standard Design (web application 1440x900+)

Expert System Content Builder

Internal DRS System

Performance Reporting System

DRS Targeted Systems

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1st adopter: Civil Resolution Tribunal

Anticipated launch: Spring 2015

2nd adoption: Residential Tenancy Branch

Fall 2015

Implementation with essential functionality

Additional functionality for RTB

Enhancements and further onboarding in subsequent years

Priority of subsequent adopters based on need, impacts, resources

Implementation

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Expert System Overview (Solution Explorer)

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ES – Question/Answer/Action Framework

• Intuitive linear Q&A exploration approach

• Every answer tells us about the user - an opportunity to present targeted information (we called ‘actions’)

*4th ‘web component’ action not displayed below

Present embedded video and audio

(no user software required)

Present online editable templates

(no user software required)

Present anything convertible to PDF

(no user software required)

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ES – The Resulting Summary Report

• Presents claim, expert summary and resources

• Supports multiple claims

• Associated tribunal service presented, initiates

intake based on exploration information

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Dispute Resolution Suite (DRS)

Dispute Resolution Suite

Overview

DRS: Assistive Not Prescriptive

& Tasks

Key Structural Elements

4 main stages of activity

− Intake − Validation − Case management

Screening Negotiation Facilitation

− Adjudication 7 key roles − SR Case Manager / Administrator − Intake / Support Worker − Facilitator / Case Manager − Adjudicator − Disputant Initiator − Disputant Respondent − 3rd parties / Witnesses / Interveners

4 types of DRS views − Tribunal − Personal Staff Member or Disputant − Case − Claim

8 Types of Communications − Requirements (Order) − Approval (Sign-off) − Request − Claim Response − Delivered Information − Discussion − Scheduled Event − Poll − Adjudication Prep

2 general types of processes - Multi-Touch Point - Single-Touch Point

Communication Channels − Online − e-Mail − Text − Fax − Mail − Phone

Technology Overview

Dispute Resolution Suite Initiator Intake

Initiating a Dispute

Resolution Type Selection

Terms of Use

Parties and Contacts

Payment Screens

Other Information

Optional: Everything on this page is optional, including if this

page is even presented to the user.

Initiator escalates to next phase

Notice Package

Notice Follow-up

Technology Overview

Dispute Resolution Suite – Respondent Intake

Respondent Intake Screen

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Respondent Registration

CRT Technology Overview

Dispute Resolution Suite – Citizen Facing Portal

Registration Complete

Technology Overview

Dispute Resolution Suite – Case Screening

Intake Screening and Initial Prioritization

Dispute Assignment

Technology Overview

Dispute Resolution Suite – Citizen Facing Portal

Portal Sign-on Page

Disputant Level View

Dispute Level View

Messages and Requests

Communication Type: Claim Responses

Technology Overview

Dispute Resolution Suite – Case worker views

Intake Screening

Claims Tab

People View

Documents View

Scheduled Events

Communications View

Create Message to Party

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Technology Overview

Dispute Resolution Suite – Workload Management

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Case Manager View - Dashboard

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Case Manager View - Tasks

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Case Manager – Personal Calendar/Schedule

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Case Manager – Input Personal Availability

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Supervisor/Administrator View – Tribunal Dashboard

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Adjudication

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Adjudicator Cannot View Settlement Discussions

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Select Claims (Issues) for Hearing

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Prepare Claim for Hearing (Online Submissions)

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Closing Points

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Summary

1. A new integrated, end to end, user focused, service delivery model is being pioneered by the CRT.

2. A new breed of online tools are being created to offer a seamless, multi-channel experience, including self-serve options, which can be leveraged by multiple organizations.

3. These tools applied across the Administrative Justice sector, will give users improved access to justice, and administrators a greatly enhanced performance management and continuous improvement capability.

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Questions / Comments?

Presentation Complete. Thank You.