1. John Greacen, Project Consultant, Self-Represented Litigation Network
Using Remote Technologies to Deliver Services to Self-Represented Litigants
John Greacen, Project Consultant, Self-Represented Litigation Network
NAPCO
Scottsdale, Arizona
Tuesday, September 26, 2017
3:30 to 4:30 PM

2. Dramatic Changes to Our Approach to Access to Justice

3. Traditional View Everyone needs a lawyer
We have the resources to serve only 20% of the persons who qualify for free legal services
Our only choice is to ration justice by focusing on the highest priority cases – housing, public benefits, domestic violence

4. Three Major Changes
Self-represented persons are able to obtain justice in civil cases
It is realistic to aim for access for 100% of persons with civil legal problems
New technologies – and the ways that the public now use them – provide communication opportunities that enhance access at reduced costs to service providers and users

5. SRLN Remote Services Study

6. SRL Remote Services Resource Guide
Funded by the State Justice Institute; conducted by Self Represented Litigation Network
Eight sites
Alaska
Utah
Minnesota
Maryland
Butte, Lake, Tehama (SHARP) and Orange Counties in California
Idaho
Montana

7. Methods for delivering court services remotely
Mail
Fax
Website
Telephone
Co-browsing
Text messaging
Chat
Outbound dialer
Customer Relations Management Software
Efiling
Videoconferencing
Statewide Triaging Portal

8. In Addition to or Instead of Face to Face
Alaska and Utah – remote services are exclusive delivery means
Maryland and Minnesota – a few walk in centers with statewide remote services
Butte and Orange – walk in services everywhere; remote services are an alternative for the customer’s convenience; video used in Butte to provide additional walk in service
Idaho and Montana – circuit rider in person services; remote phone alternative; virtual law office in Idaho Legal Aid; tablets in Montana Legal Aid

9. The Value Proposition
It is cheaper for courts to provide services remotely than face-to-face
Interaction time is shorter
Lower facilities costs/telecommuting
Minimize impact on security services
It is cheaper for court users to obtain services remotely than face-to-face
Travel time
Parking and child care costs
The public is now expecting services to be delivered using technology

10. The Value Proposition Courts can provide better service
Aggregating and enhancing expertise of service staff
Developing specialized materials
“Canned” and text responses
Short, focused You Tube videos
Using call center software to aggregate available time of personnel in “one judge/one staff” facilities in Nebraska

11. The “digital divide” is disappearing
85% of Americans now have broadband Internet access.
The groups with lower than average Internet access are
seniors (65 years of age and older) – 61%;
persons with a high school education of less – 67%;
persons in households with less than $30,000 annual income – 75%;
rural Americans – 76%; and
Black and Hispanic Americans – 80% and 82% respectively.
of-americans-dont-use-the-internet-who-are-they/

12. Data from our feedback surveys in 7 sites
Access videos on own device?
5 of 7 sites 68% to 80%
smartphone is favored device for viewing
Can do word processing?
Maryland, Minnesota, and Utah – 79% - 88%
Butte – 67% Alaska – 60% Idaho – 56% Montana – 12%
Have access to a printer?
Maryland, Minnesota, and Utah – 82% - 88%
Butte – 76% Alaska – 59% Idaho – 57% Montana – 20%

13. Court Users Prefer These Services over an Alternative Service Mode
Idaho 90%
Alaska 87%
Maryland 84%
Minnesota 83%
Utah 73%
Montana 69%
SHARP (Butte, Lake, Tehama) 53%
58% of those preferring another mode would have preferred another remote alternative (70% in SHARP)

14. Remote SRL Services Work!
Utah divorce forms – 89% got relief, on average within 3 mo
Utah Self Help Center contact on a divorce matter – 84% got relief, on average within 5.5 mo
Utah minor guardianship forms – 88% decided on the merits, 85% got relief, on average within 7 weeks
SHARP program in northern CA – papers prepared through video conference workshops – 100% resolved on the merits, 90% obtained relief

15. Characteristics of Mature Remote Services
Outreach
Inreach

16. The Future? Courts going beyond remote services to SRLs
Accepting evidence from cell phones
Conducting evidentiary proceedings by videoconference and phone
Law offices following the lead of Idaho Legal Services with “virtual law offices” tied into limited scope representation
States developing statewide portals to
Diagnose the user’s problem
Assess the user’s capability
Maintain real time information on the availability of resources
Make referrals to resource providers