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Georgia Legal Services Program

Georgia Legal Services Program. THE VIRTUAL LEGAL SERVICES OFFICE. WWW.LEGALAID-GA.ORG Self-help and information website Built with special LSC funding. GEORGIAADVOCATES.ORG/GLSP Staff intranet GEORGIAADVOCATES.ORG/GOJC GLSP Volunteer Support. GEORGIA LEGAL SERVICES PROGRAM WEB AND TOOLS.

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Georgia Legal Services Program

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  1. Georgia Legal Services Program THE VIRTUAL LEGAL SERVICES OFFICE

  2. WWW.LEGALAID-GA.ORG Self-help and information website Built with special LSC funding GEORGIAADVOCATES.ORG/GLSP Staff intranet GEORGIAADVOCATES.ORG/GOJC GLSP Volunteer Support GEORGIA LEGAL SERVICES PROGRAM WEB AND TOOLS

  3. the virtual office • Current evironment • LiveHelp- Live chat and co-browsing to assist staff users • Remote Assistance for laptop users

  4. the virtual office • Current Environment • HotDocs– Document assembly for client self-help • Client online interviews that produce completed documents • Pleadings, letters, applications

  5. the virtual office • In 3rd Quarter 2008 … • 18,418 Total Visits • 4,717 Unique Visitors • 42,977 Total Page Views • 6,605 Library Downloads • 1,057 Webcast Views

  6. the virtual office • GLSP STAFF INTRANET • What’s New This Week? Link • Poverty Law RSS Newsfeeds • Webcast Videos • HotDocs • Calendar • Listservs

  7. the virtual office • GLSP STAFF INTRANET– NEW FOR 2008 • Case Management Integration– “XML” • Integration of data and resources between statewide client and advocate websites and case management system • “One-Web” Approach

  8. the virtual office • The Georgia Legal Services Program • 14 locations (admin and service offices) • 75 lawyers • Covers 154 mostly rural counties

  9. the virtual office • Attorneys and paralegals circuit ride • Outreach and interviewing locations • Travel costs • Office >> Outreach >> Office >> Court >> Office >> Home >> Weekend Office, and so on ..

  10. the virtual office • GLSP Current Tech Environment • Desktop PCs • 1-2 laptops in every office • VOIP • Internet-based CMS (LegalServer) • Online policies and procedures • HelpDesk • Large amount of program web content

  11. the virtual office • Proof of Concept for Laptop Project • Conversion from desktops to laptops • Feasible? • For legal workers on the go? • Equipment? • If you build it, will they come?

  12. the virtual office • Our 12 Questions … • How easy (or not) it is for staff to set up and use the equipment‑ laptop, printer, scanner, cables, etc.? • Will staff use the equipment? • What will staff use the equipment for? • Can we make setup and maintenance simple enough that staff will be able to troubleshoot minor technical problems unassisted?

  13. the virtual office • Our 12 Qs, Continued … • Will advocates consider it helpful to be able to input data as they are interviewing the client? • What impact, if any, will the use of the laptop have on good attorney‑client relationships? • Are laptop more useful for doing work between client interviews than during interviews? • Is the laptop useful to take to court to prepare papers?

  14. the virtual office • Our 12 Qs, Continued … • When the client is present, is it useful to get online to download information for clients, forms for signatures, sample pleadings for pro se support, etc.? • What wireless connectivity resources are out there? Air-card provider selected must offer roaming at acceptable speeds when off provider network. • How do legal workers think they might use a laptop to make their work easier, more efficient, more effective? • What are the downsides and how do we identify them so we can develop solutions?

  15. the virtual office • Choosing the pilot participants • Lawyers? • Paralegals? • Lawyers & Paralegals? • Tech Skill level? • “Producers”?

  16. the virtual office • The Baseline Survey • Current methods of data collection • Current methods of document production • Current web access • Current CMS use • See survey at http://survey.lsntap.org

  17. the virtual office • The Equipment • Laptop • Docking Station • Aircard • Scanner • Printer • (Bluetooth headset)* • Cart

  18. the virtual office • Training and support • Equipment training • helpdesk

  19. the virtual office • Minimum Info to be able to deem the pilot a success: • Cellular or WiFi connectivity available for 80 to 90 percent of the service area. • Speed sufficient to meet needs for browsing, downloads, data input. • Ability to record (paperless) client data/information unencumbered by the need to be near hotspots or attached to hardwired connections. • Ability to scan and print documents at outreach sites.

  20. the virtual office • Minimum Info to be able to deem the pilot a success: • Reduction or elimination of the need to rekey data information gathered at outreach when advocate returns to office. • Improved client satisfaction for Advice Only and Limited Service cases. • Advocates report more productive use of time when in field. • Advocates report improved ability to provide onsite research, answers, advice, and self-help materials to clients.

  21. the virtual office • Minimum Info to be able to deem the pilot a success: • Reported increase in the number of cases and matters. • Improved employee job satisfaction*.

  22. the virtual office • Midpoint Interviews • Personal, one-on-one interviews • Anecdotes • Troubleshoot • Elicit Comments/Suggestions

  23. the virtual office • The Midpoint Survey • Same Questions as Pre-survey … • Added: • Documents Produced (by setting) • Documents Scanned (by setting) • Documents downloaded • Data collection times Survey available at http://survey.lsntap.org .

  24. the virtual office • Participants give the project high marks • Ease of use • Increases productivity • Provides morale boost • Gives them “Cred” in the courts

  25. the virtual office • Issues: • Some equipment problems • Scanner/Printer issues • Cords/power/usb • Aircard functionality problems (coverage excellent, tho)

  26. the virtual office • The BIG problem … Remote Supervision Just how virtual can we go?

  27. the georgia legal services program • OUR GOALS • Provide GLSP Staff & Volunteer Lawyers with up-to-date tech tools to increase efficiency • Assist in providing quality outcomes for clients and partners • Enhance awareness of the role of technology in legal services delivery • Anticipate and explore new tech tools

  28. GEORGIA LEGAL SERVICES PROGRAM • WEBSITE AND ADVOCATE TECH TOOLS COMMITTEE • JOIN US TO IMAGINE, EXPLORE, TEST AND IMPLEMENT! • CONTACT: JOSEPH MAYS, JMAYS@GLSP.ORG OR MIKE MONAHAN, MIKE@GABAR.ORG

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