Georgia Legal Services Program THE VIRTUAL LEGAL SERVICES OFFICE

GEORGIA LEGAL SERVICES PROGRAM WEB AND TOOLS GA.ORG GA.ORG Self-help and information website Built with special LSC funding GEORGIAADVOCATES.ORG/GLSP Staff intranet GEORGIAADVOCATES.ORG/GOJC GLSP Volunteer Support

the virtual office Current evironment LiveHelp- Live chat and co-browsing to assist staff users Remote Assistance for laptop users

the virtual office Current Environment HotDocs– Document assembly for client self-help Client online interviews that produce completed documents Pleadings, letters, applications

the virtual office In 3 rd Quarter 2008 … 18,418 Total Visits 4,717 Unique Visitors 42,977 Total Page Views 6,605 Library Downloads 1,057 Webcast Views

the virtual office GLSP STAFF INTRANET What’s New This Week? Link Poverty Law RSS Newsfeeds Webcast Videos HotDocs Calendar Listservs

the virtual office GLSP STAFF INTRANET– NEW FOR 2008 Case Management Integration– “XML” Integration of data and resources between statewide client and advocate websites and case management system “One-Web” Approach

the virtual office The Georgia Legal Services Program 14 locations (admin and service offices) 75 lawyers Covers 154 mostly rural counties

the virtual office Attorneys and paralegals circuit ride Outreach and interviewing locations Travel costs Office >> Outreach >> Office >> Court >> Office >> Home >> Weekend Office, and so on..

the virtual office GLSP Current Tech Environment Desktop PCs 1-2 laptops in every office VOIP Internet-based CMS (LegalServer) Online policies and procedures HelpDesk Large amount of program web content

the virtual office Proof of Concept for Laptop Project Conversion from desktops to laptops Feasible? For legal workers on the go? Equipment? If you build it, will they come?

the virtual office Our 12 Questions … How easy (or not) it is for staff to set up and use the equipment ‑ laptop, printer, scanner, cables, etc.? Will staff use the equipment? What will staff use the equipment for? Can we make setup and maintenance simple enough that staff will be able to troubleshoot minor technical problems unassisted?

the virtual office Our 12 Qs, Continued … Will advocates consider it helpful to be able to input data as they are interviewing the client? What impact, if any, will the use of the laptop have on good attorney ‑ client relationships? Are laptop more useful for doing work between client interviews than during interviews? Is the laptop useful to take to court to prepare papers?

the virtual office Our 12 Qs, Continued … When the client is present, is it useful to get online to download information for clients, forms for signatures, sample pleadings for pro se support, etc.? What wireless connectivity resources are out there? Air-card provider selected must offer roaming at acceptable speeds when off provider network. How do legal workers think they might use a laptop to make their work easier, more efficient, more effective? What are the downsides and how do we identify them so we can develop solutions?

the virtual office Choosing the pilot participants Lawyers? Paralegals? Lawyers & Paralegals? Tech Skill level? “Producers”?

the virtual office The Baseline Survey Current methods of data collection Current methods of document production Current web access Current CMS use See survey at

the virtual office The Equipment Laptop Docking Station Aircard Scanner Printer (Bluetooth headset)* Cart

the virtual office Training and support Equipment training helpdesk

the virtual office Minimum Info to be able to deem the pilot a success: Cellular or WiFi connectivity available for 80 to 90 percent of the service area. Speed sufficient to meet needs for browsing, downloads, data input. Ability to record (paperless) client data/information unencumbered by the need to be near hotspots or attached to hardwired connections. Ability to scan and print documents at outreach sites.

the virtual office Minimum Info to be able to deem the pilot a success: Reduction or elimination of the need to rekey data information gathered at outreach when advocate returns to office. Improved client satisfaction for Advice Only and Limited Service cases. Advocates report more productive use of time when in field. Advocates report improved ability to provide onsite research, answers, advice, and self-help materials to clients.

the virtual office Minimum Info to be able to deem the pilot a success: Reported increase in the number of cases and matters. Improved employee job satisfaction*.

the virtual office Midpoint Interviews Personal, one-on-one interviews Anecdotes Troubleshoot Elicit Comments/Suggestions

the virtual office The Midpoint Survey Same Questions as Pre-survey … Added: Documents Produced (by setting) Documents Scanned (by setting) Documents downloaded Data collection times Survey available at

the virtual office Participants give the project high marks Ease of use Increases productivity Provides morale boost Gives them “Cred” in the courts

the virtual office Issues: Some equipment problems Scanner/Printer issues Cords/power/usb Aircard functionality problems (coverage excellent, tho)

the virtual office The BIG problem … Remote Supervision Just how virtual can we go?

the georgia legal services program OUR GOALS Provide GLSP Staff & Volunteer Lawyers with up-to-date tech tools to increase efficiency Assist in providing quality outcomes for clients and partners Enhance awareness of the role of technology in legal services delivery Anticipate and explore new tech tools

GEORGIA LEGAL SERVICES PROGRAM WEBSITE AND ADVOCATE TECH TOOLS COMMITTEE JOIN US TO IMAGINE, EXPLORE, TEST AND IMPLEMENT! CONTACT: JOSEPH MAYS, OR MIKE MONAHAN,