designing online justice journeys for citizens: what (not) to do, and how to progress 2corry van...
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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!