Designing online justice journeys for citizens: What (not) to do, and how to progress 2Corry van...

Corry van Zeeland HiiL | Tilburg University 2

Designing online justice journeys for

citizens:

What (not) to do, and how to progress

8 May 2014

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• Two issues, one challenge

• Three (possible) answers

• A sneak peek of Rechtwijzer 2.0

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M O R E or L E S S access to justice?

1st issue

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• 95% of Dutch citizens have access to the Internet

• 72% have a smart phone

• 78% bought something online

• 83% use online banking

The Dutch Have Gone Digital

MORE OR LESS ACCESS TO JUSTICE?

6MORE OR LESS ACCESS TO JUSTICE?

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• MORE access to justice forthe middle incomes and people who feel skilled and confident enough

• LESS access to justice for ⅓ of the legal aid

recipients 1st generation immigrants, citizens aged 55 and older, and people who

lack skills and confidence

Who will benefit or be excluded?

MORE OR LESS ACCESS TO JUSTICE?

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supplementary channels and services

the answer

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Supplementary channels and services

MORE OR LESS ACCESS TO JUSTICE?

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online justice = second hand justice?

2nd issue

11the answer

quality

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What is quality?

• Is it what lawyers say it is?• Is it what users say they need?

ONLINE JUSTICE = 2ND HAND JUSTICE?

13ONLINE JUSTICE = 2ND HAND JUSTICE?

• Meet Moeke• And Kitty

14ONLINE JUSTICE = 2ND HAND JUSTICE?

Kitty’s Supply Chains

- Kitty as persona

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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?

16the challenge

who is the client?

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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?

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How to get two parties at the table?

• Submission problem

WHO IS THE CLIENT?

19the answer

collaborative space +

in case the other didn’t want to cooperate

UPCOMING RECHTWIJZER 20LAUNCH 2014

sneak peek

UPCOMING RECHTWIJZER 21

Upcoming Rechtwijzer

LAUNCH 2014

UPCOMING RECHTWIJZER 22

The future of (public) legal aid?

LAUNCH2014

• 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

© HiiL 23

Thank you!