Eighteen Ways Courts Should Use Technology to Better Serve Their Customers
Courts are—to a great extent—in the business of customer service. Yet often, their focus when upgrading their technology doesn’t extend beyond their own internal needs. That’s a recipe for disaster in a world where consumers are increasingly getting their needs met digitally and businesses failing to do this are quickly going out of business.
This report provides a path forward to help courts use existing technologies to improve the user experience, particularly for those people who choose to represent themselves.
Among the report’s detailed recommendations are:
- Ensure court information and services are accessible through smartphones and ensure up-to-date wayfinding.
- Allow court users to present photos, videos, and other information from their smartphones in court.
- Enable court users to appear by telephone or video conference.
- Facilitate easier scheduling of hearings using common digital calendar platforms.
- Allow online payment of fees and other costs. Create opportunities for users to access forms and other case-related information remotely and simplify the completion and filing of those forms, including electronic filing, and eliminate notarization requirements.
- Deliver automated court messaging about upcoming hearings or missed events and allow that messaging to help guide users through the process.