2008 NLADA Technology Planning For Automated Forms - Glenn Rawdon's Presentation

Document Automation 101Document Automation 101

Document assembly software helps users answer questions and uses those answers to fill out forms, which can be printed or filed electronically.

The advantages of document assembly include • providing additional informational support to

people who complete the forms, • eliminating the repeated entry of information,

and • focusing a user on the information that they

need to fill out the form.

The process of filling out the forms also educates the litigant on what is relevant to their claim and what should therefore be presented in court. (It is a totally appropriate role for courts to provide this service.)

What is Document Assembly?What is Document Assembly?

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.

Building a Project - ProcessBuilding a Project - Process

Launch

Assess

Develop

Plan

The Forms the ThingThe Forms the ThingGarbage in, garbage out (or good

automated forms start with good paper forms)

Have the content reviewed by attorneys, judges, and potential litigants for legal problems as well as areas of potential confusion and improvement

Best PracticesBest Practices

Ask And Then CalculateA birthday The person’s age

A child’s birthday If the child is a minor

When a tenant moved out How long ago that was

A person’s gender Personal pronouns (he/she, him/her, & so on)

Minimize how many questions users have to answer.

Standardize!Standardize!

We are lucky if we have enough money to do all the forms once, much less 77 times!

Forget Lawyer SpeakForget Lawyer Speak

Easily understood forms and interviews are better for clients, advocates, and the courts.

One Form, Two MastersOne Form, Two Masters

The same form can serve both pro se users and advocates by using different interviews, A2J Author for pro se, HotDocs for advocates

Example of Two InterviewsExample of Two Interviews

©2008 National Center for State Courts

Have different versions available for new and expert users.

Expert User

New User

Think SmallThink Small

You do not have to automate every form for every type of case

Prioritize – pick the forms that give you the most bang for the buck

Remember the 90% rule – a form doesn’t have to cover every possible variation, you can still edit.

Evaluating the ProgramEvaluating the Program

1. Draft an evaluation plan.2. Design and test data collection

instruments.3. Collect baseline data.4. Collect additional data.5. Analyze data and report findings.6. Repeat steps 4 and 5.

©2008 National Center for State Courts

Sustaining the ProgramSustaining the ProgramEvaluationPartnershipsMinimized MaintenanceCreative Thinking

Lessons LearnedLessons LearnedPlan for sustainability from the

beginning.Use standard forms that every court

must accept.Learn from other jurisdictions’ projects.Find a “champion.”Build support for the project.Do not be overly ambitious.Integrate the project into existing service

delivery channels. Train staff to use the system.Promote the project.Evaluate.

©2008 National Center for State Courts

Best PracticesBest Practices

©2008 National Center for State Courts

Integrate the instructions with the questions.

Best PracticesBest Practices

©2008 National Center for State Courts

Provide instructions on how to file and serve the forms as well as information on how to resolve the legal issue.

Best PracticesBest Practices

©2008 National Center for State Courts

Direct litigants to additional online information.

Best PracticesBest Practices

©2008 National Center for State Courts

Integrate video or audio help.

Best PracticesBest Practices

©2008 National Center for State Courts

Integrate other support systems, such as phone and “LiveHelp.”

Use the content in court and community environments where help is available from supportive and knowledgeable staff.