Service Design in the B.C. Justice Sector - Gordon Ross & Kevin Conn
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Service Design in BC’s Courts Gordon Ross - OpenRoad Kevin Conn - BC Ministry of Justice Service Design Network Canada: IN FLUX Toronto, December 1, 2016
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Transcript of Service Design in the B.C. Justice Sector - Gordon Ross & Kevin Conn
Service Design in BC’s CourtsGordon Ross - OpenRoadKevin Conn - BC Ministry of Justice
Service Design Network Canada: IN FLUX Toronto, December 1, 2016
“Too often, we focus inward on how the system operates from the point of view of those who work in it. Until we involve those who use the system in the reform process, the system will not really work for those who use it.”
Action Committee on Access to Justice in Civil and Family Matters - October 2013
photo: Joe Mabel (cc)
BC Ministry of Justice
1300 employees$490M operating budget
$100M Courts operating budget89 locations across BC
350,000 civil & criminal court filings per year
Access to Justice
65% of Canadians are “uncertain of their rights, do not know how to handle legal problems, are afraid to use the legal system, think nothing can be done, or believe seeking justice will cost too much money and take too much time.”
What is Access to Justice? Trevor Farrow, Osgoode Hall Law Journal
How do we create systemic change that improves access to justice, reduces costs to both citizens and government, and improves equality of outcomes?
SERVICE DESIGN!
So what makes it so hard?
3 things in particular
1. Everyone’s a lawyer
2. Judicial independence
3. The law is everywhere
So where do you begin?
Everywhere
BC Courts Service Design Projects:
Court Clerk Desktop (CCD)Filing Electronically at the Court of Appeal Seeking Protection Orders Gaining Access to Audio & Transcripts Applying for ProbateApplying for Uncontested Divorce
Uh, given all the previously mentioned lawyers and judges and law stuff...
Why attempt 6 projects all at once?
1. Building skill & capacity
2. Distributed momentum
3. Observability
4. Managing risk
5. Compounding benefits
So how about the time to deliver?
It takes a long time to become agile
So if you are practicing SD in the public sector...
And if you aren’t… come join us.
It’s important, challenging, and meaningful work.
Thank You.Gordon Ross / OpenRoad / [email protected] Conn / BC Ministry of Justice / [email protected],ca
