Using Technology to Help deliver Advice Services
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This document discusses how technology can help address the challenges facing advice services of increased demand, funding cuts, and digital-by-default policies. It outlines several ways technology is being used, including online self-service advice, live chat, online dispute resolution, and paperless courts. Barriers to using technology include a lack of digital skills among some users and the need to provide personalized, context-aware help. With improved access and systems, technology could help advice services meet more needs efficiently.
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Using Technology to Help deliver Advice Services
- 1. Miles Maier Twitter @LasaICT ICT Champion Using technology to help deliver Advice Services www.lasa.org.uk
- 2. Take-Aways Towards online service delivery What’s Going On Technology barriers to providing advice
- 3. 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
- 4. 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/transformin g-our-justice-system-joint-statement
- 6. 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
- 7. AI/Bots Bots > automated scripts > guided pathways running 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
- 8. 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
- 9. 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=m ain.home.show&lng=EN https://www.judiciary.gov.uk/reviews/online-dispute- resolution/
- 10. 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
- 11. 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
- 16. 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
- 17. 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
- 18. 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
- 19. 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?
Notas del editor
- About Lasa – knowledgebase, suppliers directory, rightsnet About Miles - ICT
- You don’t know your consumer rights. No one has 2-3 hours to study international, regional and state consumer laws to find out if you are entitled and what you are entitled to. You don’t know how to claim and neither does the service provider. The companies who stand to loose money will not make it easy for you to claim. Try calling any customer representative and ask about your consumer rights. Most likely they won’t know them or know how to make a claim. You don’t have the time to fight for your rights. After you’ve read the law, found out how to claim and filled out the paperwork, you likely have to follow up in order to get an answer. Most people don’t claim because it’s simply not worth their time and frustration. Success is very unlikely. If you finally succeed on getting an answer, the chances of your claim being rejected is very high. This is partly because the company delivering the service doesn’t know the consumer laws, but also because there’s a tendency to speculate that if they don’t answer or reject your claim, you won’t take any further action.
- Tier 1 – dispute avoidance. This would involve online evaluation of the problem with the support of interactive aids and information services. This would help people diagnose their issues and identify the best way of resolving them. Tier 2 – dispute containment. This would see the introduction of online facilitation, in which trained, experienced facilitators “bring an objective eye to the problem and try to help the parties reach agreement on resolving the issue”. There would also be some “automated negotiation”, or blind bidding. Tier 3 – dispute resolution. If not resolved in the first two stages, professional judges would decide suitable cases online, largely on the basis of papers received electronically, but with an option of telephone hearings. The decisions would be as binding, enforceable and appealable as any other court rulings.