Using Technology to Help deliver Advice Services

Miles Maier Twitter @LasaICTICT Champion

Using technology to help deliver Advice Services

www.lasa.org.uk

Take-Aways

Towards online service delivery

What’s Going On

Technology barriers to providing advice

Triple Whammy

Increased demand on advice services

But….funding cuts reducing capacity

Digital by default Online claims > JSA, Carers Allowance

LB Lambeth > housing benefit, council tax

5m UK adults never used internet

Towards online services Meet increased demand with more

efficient / convenient services

Make info easy to access via multiple channels – web, email, phone, SMS

Personalised, self-service, location based info Free or low cost, accessible to end user

Transforming Our Justice System policy paper https://www.gov.uk/government/publications/transforming-our-justice-system-joint-statement

Jaas (Justice-as-a-Service)On-demand service, powered by tech, that represents the consumer in their fight for justice/compensation.

• You don’t know your consumer rights.

• You don’t know how to claim and neither does the service provider. 

• You don’t have the time to fight for your rights. 

• Success is mixed > a tendency to speculate that if they don’t answer or reject your claim, you won’t take any further action.

http://henrikzillmer.com/justice-as-a-service

AI/BotsBots > automated scripts > guided pathwaysrunning over the internet

• Apple Siri: ask a question > get an answer

• Do Not Pay parking tickets > 160,000 over-turned

• Hackney Law Centre > open a case online

Note – these tools lack context or understanding of law

Paper-free aka e-filing£700m funding to digitise courtrooms

• HM Online Court > various pilot projects

• Digital Courtrooms Scheme (SLLP)

– Secure digital bundles > cost of prep £1,200 to £400

– Central Family Court + West London Family Court

– Extend to all 32 London boroughs?

• Nottingham hosting online divorce pilot

Online Dispute Resolution

Aimed at low value civil claims…

• Increasing access /reducing cost

• Three tier system > avoidance, containment, resolution

• EU ODR platform for consumers and traders

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

https://www.judiciary.gov.uk/reviews/online-dispute-resolution/

Market Place

Online market places to compare prices, hire or get

hired…

• myBarrister > business or personal disputes

http://www.mybarrister.co.uk • Law Superstore > compare solicitors and prices

https://www.thelawsuperstore.co.uk

• Hackney Law Centre > open a case online

Self-Service Advice

Good for filtering out those who can self-serve, freeing

up advisor time for those most in need…

• Advice Now: http://www.advicenow.org.uk

• Gingerbread: https://gingerbread.org.uk

• Shelter: http://england.shelter.org.uk

• Turn2Us: https://www.turn2us.org.uk

Live Chat/Video

Low cost, convenient for users, confidential…

• Live chat > GamCare http://www.gamcare.org.uk

• Skype chats > Wiltshire Law Centre:

https://wiltslawcentre.org.uk/employment/

• Local councillors http://

democracy.camden.gov.uk/mgUserInfo.aspx?UID=138

Lasa Online Advice Tools

Aimed at advice worker community…

• Work Capability Assessment: http://wcainfo.net

• Personal Independence Payment: http://pipinfo.net

• Universal Credit: http://universalcreditinfo.net

• Advicelocal London: http://advicelocal.org.uk

• Advice national: coming soon

Law Centres IT Project

Pilot project funded by LEF to improve law centre’s use

of tech to deliver better and more efficient services…

• Replacing hardware > Freshfields

• Upgrade core systems > Office 365

• Centralise tech support > lower cost, more reliable

• Adopt a new case work system

Discussion

Q. How is your organisation using

technology to deliver advice?

Q. What are the barriers to you and your

clients using technology?

Q. How can we overcome them?