Designing online justice journeys for citizens: What (not) to do, and how to progress 2Corry van Zeeland HiiL | Tilburg University 8 May 2014

Two issues, one challenge Three (possible) answers A sneak peek of Rechtwijzer 2.0 3

4 1st issue

95% of Dutch citizens have access to the Internet 72% have a smart phone 78% bought something online 83% use online banking 5 The Dutch Have Gone Digital MORE OR LESS ACCESS TO JUSTICE?

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MORE access to justice for the middle incomes and people who feel skilled and confident enough LESS access to justice for ⅓ of the legal aid recipients 1 st generation immigrants, citizens aged 55 and older, and people who lack skills and confidence 7 Who will benefit or be excluded? MORE OR LESS ACCESS TO JUSTICE?

8 the answer

Supplementary channels and services MORE OR LESS ACCESS TO JUSTICE? 9

10 2nd issue

the answer 11

What is quality? Is it what lawyers say it is? Is it what users say they need? ONLINE JUSTICE = 2ND HAND JUSTICE?12

ONLINE JUSTICE = 2ND HAND JUSTICE?13 Meet Moeke And Kitty

ONLINE JUSTICE = 2ND HAND JUSTICE?14 Kitty’s Supply Chains - Kitty as persona

Quality: lawyer or user perspective? Or could it be both? Kitty’s perspective & needs Visualised in a ‘justice journey’ Provision of information and guidance on steps, actions to take, tools to use, and help In simple and clear terms, in time, neutral, and from a reliable source Combining right-based & problem-solving approaches Focus on solving the problem, model solutions ONLINE JUSTICE = 2ND HAND JUSTICE?15

the challenge 16

Who is the client? Rechtwijzer 2007 – 2012: choice facilitator for individuals Rechtwijzer 2012 – now: justice journey generator for individual users (and conflict systems) Rechtwijzer as from 2014: platform offering the ‘whole package’ to conflict systems (and individual users) WHO IS THE CLIENT?17

How to get two parties at the table? Submission problem WHO IS THE CLIENT?18

the answer 19

LAUNCH 2014 UPCOMING RECHTWIJZER20

Upcoming Rechtwijzer UPCOMING RECHTWIJZER21LAUNCH 2014

The future of (public) legal aid? LAUNCH 2014 UPCOMING RECHTWIJZER22 Online DIY and DIT(ogether) Separation (upcoming = rent) Rights AND problem-solving approach Offering certified, online information, advice, tools and mediation and adjudication services To the ‘conflict system’ or single user Mandatory review to assure quality and court approval Safe Transparent, fixed costs Reduction for those eligible for legal aid

Thank you! © HiiL23