TIG 2009 Building on the Spine From Statewide Web Sites to Statewide Web Services 2009 TIG Conference Liz Keith, Pro Bono Net David Bonebrake, LSNTAP

TIG 2009 Takeaways The expanding role of statewide websites Assets you have to build on An idea or two to explore Image Courtesy of Ginnerobot / Flickr

TIG 2009 Image Courtesy of the Computer History Museum In the beginning…

TIG 2009 To this… Image Courtesy of Droid / Flickr

TIG 2009 Famous Predictions “I think there is a world market for maybe five computers” - Thomas Watson, Chairman of IBM, 1943

TIG 2009 Famous Predictions “Computers of the future may have only 1000 vacuum tubes and weigh only 1.5 tons.” - Popular mechanics, 1949

TIG 2009 Famous Predictions “There is no reason why anyone would want a computer in their home.” - Ken Olsen, President, Chairman and founder of Digital, 1977

TIG 2009 Could we have predicted… Statewide technology platforms Aggregated content Collaborations with access to justice partners Pathways for millions of people to get help with legal problems Online networks of legal aid advocates and pro bono attorneys Growing technological expertise & capacity The impact on individuals with legal needs?

TIG 2009 Could we have predicted… “Thank you so much for existing online! Our clientele (here to get help with paying their utility bills) usually have other issues that impede their ability to keep up with utility payments. This is a great resource that we can use, and I am especially grateful for the multilingual options for the pdfs you provide. Thank you!” - Feedback on LawHelpMN.org from a Community Action Program in Minnesota

TIG 2009 Could we have predicted… “I am a paralegal for the Army, and I just want to thank this website for being so user friendly and for having all the information that I needed. I am compiling a database of Legal Forms from every state so that I can help our soldiers, this site allowed me to get the information I needed in less than 10 minutes, whereas some states it has taken me days to get the forms. Please pass this along to whomever runs this site. Thank You.” - Feedback on TexasLawHelp.org from an Iraq- based US Army paralegal

TIG 2009 Could we have predicted… “I have been really intimidated of the legal system and process. Your site was the first one to make me feel empowered and capable of moving forward in the ways I need to. Thank you!” - Feedback from a LawHelp.org/NC user

TIG 2009 Your observations What has surprised you most about your statewide website? What do you think is your website’s greatest strength? Image Courtesy of Blmuch / Flickr

TIG 2009 Building on the Spine How can we build on this progress? Interactive content SWEBs as online training centers Personalized, interactive services Case management integration New intake models

TIG 2009 Interactive content The challenge -Help users make sense of complex issues or systems -Improve efficiency for users and advocates -Keep pace with user expectations The opportunity -Several robust, homegrown tools -Replication becoming easier -Fertile ground for small pilots

TIG 2009 Interactive content

TIG 2009 Interactive Content Advocates or self-represented litigants answer questions during an interview. A personalized document is created from the answers. The answers can be saved and reused.

TIG 2009 Interactive Content

TIG 2009 Interactive Content

TIG 2009 SWEBs - Online Training Centers The challenge -Deliver trainings more easily and more cost- effectively -Provide 24/7 access to training content The opportunity - Create a new training series or adapt an existing one -SWEBs provide single platform for reaching broad audience -Provide 24/7 access to training content

TIG 2009 SWEBs - Online Training Centers Pick your medium: Webcasting Webinars Podcasting Others?

TIG 2009 SWEBs - Online Training Centers

TIG 2009 SWEBs – Online Training Centers

TIG 2009 SWEBs - Online Training Centers

TIG 2009 SWEBs - Online Training Centers

TIG 2009 SWEBs - Online Training Centers

TIG 2009 Web-Based Services The challenge Expand the physical reach of staff and resources Provide enhanced, personalized support to users Targeted services for specialized needs The opportunity SWEBs have statewide reach Serve & engage new audiences Tap new resources

TIG 2009 Web-Based Services Case/project opportunities clearinghouse LiveHelp Internet Representation Project

TIG 2009 Web-Based Services LiveHelp

TIG 2009 Web-Based Services Internet Representation Project

TIG 2009 Web-Based Services

TIG 2009 Case Management Integration The Challenge Busy advocates interacting with multiple systems How to make SWEB resources more accessible? The Opportunity Make workflow more seamless Create multiple access points to resources Support knowledge capture and sharing

TIG 2009 Case Management Integration Who’s doing it? Georgia (Legal Server) Kentucky (Kemps) Illinois Legal Aid Online (Legal Server / NPADO) Others?

TIG 2009 Case Management Integration Legal Server Shows the Documents from the Website GLSP Example

TIG 2009 New Intake Models The Challenge Fewer local offices and staff Staff workload, heavy data entry Changing user expectations The Opportunity Increase access points, especially in rural areas Ease volume and length of interview Increased customer service

TIG 2009 New Intake Models Five states currently have some form of online intake for legal aid. This has been mostly done with an online form. Iowa Legal Aid was the first legal aid program in the country to link an online interview with a case management system. Alabama VLP online intake coming soon

TIG 2009 Your crystal ball What challenges do you think your statewide website can help address? What developments do you most want to see? Image Courtesy of Hank Halsey / Flickr

TIG 2009 Resources Interactive SWEB content Online document assembly- probono.net/dasupport A2J Author- A2jauthor.org OC107: Replication and Reuse: Building Document Assembly Applications based on Prior Work by Others (LSNTAP/PBN Training – available on LSNTAP.org)

TIG 2009 Resources SWEBs as online training centers Using Multimedia Content to Improve Web- Based Delivery of Legal Services (EJC presentation) SWEB114: Nuts and Bolts of Multimedia Content for Statewide Websites (LSNTAP/PBN presentation) NTEN We Are Media Toolbox Summer 2009 NTAP/PBN Training

TIG 2009 Resources Web-based services LiveHelp –Probono.net/statewebsites -> LiveHelp folder –Liz Keith – Internet Representation Project Ken Penokie, ED, LSNM - Final report on LSC TIG site

TIG 2009 Resources Case Management Integration LSNTAP Trainings: –Power of XML Training –Creative Uses of Technology in Legal Aid Online Intake LSNTAP -> Tech Library -> Online Intake Internet Intake in the Field webinar series