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Transcript of LSC Board Briefing: Technology and Innovations LSC Board Briefing: Technology, Collaboration and...
LSC Board Briefing: Technology and Innovations
LSC Board Briefing: Technology, Collaboration
and Innovation Opportunities
January 2011
1
OutlineI. Brief IntroductionsII.Overview and ThemesIII. History and Status of Legal Aid Technology InnovationIV. Court PerspectivesV. Private Sector Perspectives
(Discussion)VI. Some Options for Next Steps in Technology InnovationVII. Broader Innovation ThoughtsVIII. Brief Thoughts on Choosing Strategies
(Discussion)
LSC Board Briefing: Technology and Innovations 2
I. Introduction to Panel • Scott Bravi, Chief Information Officer, Arnold
and Porter• Bonnie Hough, Managing Attorney, California
Administrative Office of the Courts• Mark O’Brien, Executive Director, Pro Bono Net• Alison Paul, Executive Director Montana Legal
Services Association• Richard Zorza, Consultant
LSC Board Briefing: Technology and Innovations 3
II. Overview Themes Litigants and the System
• Technology improves outcomes and experience for clients and programs – more and better – need and opportunity
• Focused innovation has broad impact on delivery system as a whole
• Does not just increase efficiency, but adds new components of delivery system that reach additional groups
• Opening up system to more litigants (self-represented) provides even bigger payoff than increasing efficiency (also necessary)
LSC Board Briefing: Technology and Innovations 4
Additional Overview ThemesImplications of Innovation
• Technology provides cost saving opportunities to identify and “treat” problems before they escalates and do most harm
• Technology allows shaping of program for vulnerable populations (both direct services, and staffed)
• Technology provides an opportunity for collaboration and innovation and creates relationships for expanding collaboration beyond the initial activity
LSC Board Briefing: Technology and Innovations 5
Additional Overview ThemesLessons for Strategic Leadership• Incentives and grant maker discretion are critical in
encouraging innovations• Technology acts as a model and incubator for broader
innovation• Innovation is often less threatening when delivered
through technology – technique is to find the technology expression of innovation and that will speed acceptance and replication)
• Technology allows for support of strategic choices of LSC -- whatever they are
LSC Board Briefing: Technology and Innovations 6
III. History and Status of Legal Aid Technology Innovation
LSC Board Briefing: Technology and Innovations 7
A. History
• Early Pilots • 1998 Summit and focuses• TIG as catalyst and engine• SJI role and partnerships
LSC Board Briefing: Technology and Innovations 8
B. Overview of current deployment and collaborations
LSC Board Briefing: Technology and Innovations 9
Montana Legal Services Association
LSC Board Briefing: Technology and Innovations 10
Technology makes more things possible………..
• Only Statewide Provider of Civil Legal Services in Montana• Annual Budget $3.2 million• 15 attorneys for est. 90,000 low income residents• 145,000 + square miles
Clients Served in 2010: 4,809Total Program Reach in 2010: 119,665
(includes advice and information, pro se assistance, direct representation by staff and pro bono attorneys, printed materials and web-based information)
Integrated Service Delivery System
• Website – Provides legal information and forms relevant to low income people
• LiveHelp – Provides chat assistance for website and document assembly
• Document Assembly – Automated forms make it easier for low income people to access court without counsel
LSC Board Briefing: Technology and Innovations 11
12LSC Board Briefing: Technology and Innovations
13LSC Board Briefing: Technology and Innovations
Proven Effectiveness
• Website usage of MontanaLawHelp.org has more than doubled between 2003 and 2010
• More than 3,000 documents assembled with MT automated forms each year since inception
• Evaluation of websites has shown that users are satisfied with their experience and the information accessed
LSC Board Briefing: Technology and Innovations 14
Service Delivery
• MLSA Helpline – centralized telephone intake and hotline supported by on-line application for services, web-based case management system and integrated document assembly
• Self-Help Clinics – automated forms, plus video conferencing and web-based training modules
LSC Board Briefing: Technology and Innovations 15
Service Delivery
• Integrated Law Firm across State – web meetings, video conferencing, instant messaging, centralized documents
• Pro Bono Program – MontanaProBono.net provides web-based forms and information. Also case management system provides centralized case tracking, and pro bono attorney integration
LSC Board Briefing: Technology and Innovations 16
IV. Court Perspectives
LSC Board Briefing: Technology and Innovations 17
Coordination with LSC
• Statewide website coordination• Basic letters and simple forms on self-help
website • Sharing templates with other states – custody
agreements, jurisdiction decision trees • Joint funding for Orange County Legal
Services – ICAN!
18LSC Board Briefing: Technology and Innovations
LawHelp Interactive work in Los Angeles
• JusticeCorps students get basic information from litigants
• Fill that information into forms using Hotdocs program
• Prints out all forms needed for workshop, litigants fill in rest by hand in workshop after explanation
• Information saved for next two sessions• More thorough and comprehensive than many
attorneys pleadings
19LSC Board Briefing: Technology and Innovations
• Have computers do what they’re good at – repetitive data entry, calculations,typing in forms, saving data, prompting and answering simple questions
• Use humans for what they’re good at – asking and answering more complex questions,
emotional support 20LSC Board Briefing: Technology and Innovations
21LSC Board Briefing: Technology and Innovations
DASH program
• Allows volunteers in 4 locations to assist 36 litigants each morning with domestic violence pleadings – all reviewed by an attorney
• Now available for all DV shelters• Expanding to rural communities and tribal
lands – can be reviewed by self-help or urban pro bono attorneys
22LSC Board Briefing: Technology and Innovations
Suggests Question for Volunteer and Prompts Volunteer to Contact
Attorney.
23LSC Board Briefing: Technology and Innovations
• If a custody order is requested, the program automatically prints on the declaration: “I ask the Court for the custody and visitation orders described in the attached form DV-105 because: “.– (The volunteer is prompted to ask why the order is
needed.)• If the volunteer indicates litigant needs an interpreter, the
program automatically prints on the declaration: “I will need a [Spanish] interpreter for all proceedings in this case.”
Allows Attorney to Automatically Add Text To Declarations.
24LSC Board Briefing: Technology and Innovations
Working to build e-filing component
• Information could go directly into court computer system
• Simplifies filing for litigants and clerks• Basic materials for orders after hearing then
are in the system
25LSC Board Briefing: Technology and Innovations
New Grants
• To expand DASH to civil harassment – provide training throughout the state – statewide meeting on best practices
• To use model conservatorship program to provide remote support to rural areas – training, review of pleadings, etc.
26LSC Board Briefing: Technology and Innovations
V. Private Sector Perspectives
• Relentless connectivity• 4G networks widely deployed by 2012• Continued improvement in wired bandwidth as well
• Cloud• Potential for tremendous cost savings• Privacy/security concerns
• Virtualization• Makes which computer is being used irrelevant
• Tablets and Smartphones• The computer of the future
• Rich AV and Video telephony• Remember the Jetsons? The time has (almost) arrived• It will change the way we work
LSC Board Briefing: Technology and Innovations 27
Discussion
LSC Board Briefing: Technology and Innovations 28
VI. Some Options for Next Steps in Technology Innovation
LSC Board Briefing: Technology and Innovations 29
A. Ultimate Approach and Court Partnering Options
• Use technology to implement Board’s Strategy • Court Partnering Options
LSC Board Briefing: Technology and Innovations 30
Statewide coordination
• Equal Access fund – 10 million – 10% of funds to provide self help centers at court
• Seed money – 5 years, built partnerships• AOC provides coordination with courts,
systems changes, attorney/developer for LawHelp Interactive programs
31LSC Board Briefing: Technology and Innovations
Over time and with strong evaluations
• Courts now provide over $24 million for court based self help support – every court has self help center supervised by attorney – help more than 450,000 each year
• Now $27 million for legal services programs
• Significant AOC support
32LSC Board Briefing: Technology and Innovations
Other Support
• 2 statewide conferences each year for legal services and court based attorneys – one for family law, one general law and best practices
• Ability to change rules of court, forms, procedural guidelines
• Regular planning meetings
33LSC Board Briefing: Technology and Innovations
Ways to encourage development of coordinated delivery system
• Requiring agencies to keep info up to date on Lawhelp
• Incentive grants for joint planning with courts and legal services
• Requiring links on home page for self help with hours of info, services, etc.
• Requirements for referral lists, regular coordination meetings
34LSC Board Briefing: Technology and Innovations
B. Training and Expectations
LSC Board Briefing: Technology and Innovations 35
Training
• Technology provides opportunities for enhanced training resources for programs– Substantive Law Training– Technology Training
• Programs can develop, collaborate and use web-based training modules (Colorado/Montana/Utah partnership)
LSC Board Briefing: Technology and Innovations 36
Raising Expectations
• Continue funding for technology innovation through TIG grant program
• Continue annual TIG Conference as platform for encouraging innovation in field programs
• Evaluate programs on use of technology
LSC Board Briefing: Technology and Innovations 37
C. Need for Data, Strategic Partnerships and Corporate
Relationships
LSC Board Briefing: Technology and Innovations 38
Need for Data, • Readily available data sources
– Statewide Websites– LawHelp Interactive (Document Assembly)– Online Intake– LiveHelp
• Common data tagging / usage tracking– National Subject Matter Codes (NSMI)– Location (State / County / Zip)– Language
• Potential for National Aggregation / Analysis
LSC Board Briefing: Technology and Innovations 39
Common National StandardsWashingonLawHelp.org 2010
Resources and Organizations ViewsPage ViewsBy Topic
Consumer & Debt 78,264 Youth Law & Education 7,980 Family Law 442,811 Health 19,304 Housing 74,346 Immigration 15,704 Aging / Elder Law 47,445 Native American Issues 2,250 Government Benefits 31,606 Employment / Farm Worker Rights 14,950 Civil Rights 4,837 Mental Health 463 Domestic Violence & Anti-harassment 9,392 Criminal 14,153 Veterans & Military 1,162 Total 800,932
40
By Topic > Subtopic
Consumer & Debt 78,264 Debt collection 39,994 Bankruptcy 13,979 Public Utilities 3,157 Small Claims Court 2,575 Home owners 2,217 Energy assistance, utilities 1,194 Foreclosure 1,091 Student loans 963 Drivers and professional licenses 885
LSC Board Briefing: Technology and Innovations
Public
Access
Partners
• Strategic networking collaborations to expand public access to information and tools– Courts– Libraries– Veterans centers– DV shelters– Community technology centers– Healthcare
• Value in identifying and sharing best practices nationally to support local work
41LSC Board Briefing: Technology and Innovations
Strategic Corporate Relationships• Complex to structure for mutual benefit• Need to be driven by strategic priorities• Corporation’s leadership role can be key• Examples
LSC Board Briefing: Technology and Innovations 42
• Document Assembly • GIS mapping
• Online search / visibility • Mobile technologies
• Data mining / analytics
VII. Broader Innovation Thoughts
• Opportunity for LSC as national access transformation leader leading to possible national ATJ Commission with national bipartisan agenda
• Three prong overall strategy – Courts (self-help, forms, etc)– Bar (pro bono and market restructuring)– Legal aid efficiency and availability• Needs studies and research (triage and access
maximization with delivery experiments)
LSC Board Briefing: Technology and Innovations 43
Broader Innovation Thoughts – Some Specifics
• National tech-delivery structure options• Incentivizing program management innovation• Evidence driven service and staffing protocols• Competitive discretionary grants with sufficient time and
resources• Mini-grants to take advantage of immediate research and
collaboration opportunities• Administrative agency access to justice collaborations
(not just tech)
LSC Board Briefing: Technology and Innovations 44
Potential Summit on Next Generation Technology and
Access • Why now?• Areas of focus
– Broadband– Mobility– Data mining– Social media
• Attendees for future collaboration• Board role for leadership
LSC Board Briefing: Technology and Innovations 45
VIII Thoughts on General Strategic Choices
• What kind of organization and overall strategic vision do you want?• What capacities and potential does technology provide that were not
there before?• What partners are there, including for funding?• What changes will be permanent, create ongoing change, and
provide most options for the future as you choose your overall strategy?
• How does a Technology Agenda support and enhance those strategies?
• What short term Technology Strategy will support whatever long term LSC strategic plan is developed?
LSC Board Briefing: Technology and Innovations 46
Discussion
LSC Board Briefing: Technology and Innovations 47