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Service Design in the B.C. Justice Sector - Gordon Ross & Kevin Conn


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Find out how BC's Ministry of Justice approached practical reform and access to justice through designing and delivering better services, for citizens, partners, and professionals alike. Learn how the participatory and experimental methods of service design are being used across BC's Courts in a number of projects to improve experiences and deliver on timely and balanced justice, changing minds and attitudes along the way.

Published in: Design
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Service Design in the B.C. Justice Sector - Gordon Ross & Kevin Conn

  1. 1. Service Design in BC’s Courts Gordon Ross - OpenRoad Kevin Conn - BC Ministry of Justice Service Design Network Canada: IN FLUX Toronto, December 1, 2016
  2. 2. “Too often, we focus inward on how the system operates from the point of view of those who work in it. Until we involve those who use the system in the reform process, the system will not really work for those who use it.” Action Committee on Access to Justice in Civil and Family Matters - October 2013
  3. 3. photo: Joe Mabel (cc)
  4. 4. BC Ministry of Justice 1300 employees $490M operating budget $100M Courts operating budget 89 locations across BC 350,000 civil & criminal court filings per year
  5. 5. Access to Justice
  6. 6. 65% of Canadians are “uncertain of their rights, do not know how to handle legal problems, are afraid to use the legal system, think nothing can be done, or believe seeking justice will cost too much money and take too much time.” What is Access to Justice? Trevor Farrow, Osgoode Hall Law Journal
  7. 7. How do we create systemic change that improves access to justice, reduces costs to both citizens and government, and improves equality of outcomes?
  9. 9. So what makes it so hard?
  10. 10. 3 things in particular
  11. 11. 1. Everyone’sa lawyer
  12. 12. 2. Judicial independence
  13. 13. 3. The law is everywhere
  14. 14. So where do you begin?
  15. 15. Everywhere
  16. 16. BC Courts Service Design Projects: Court Clerk Desktop (CCD) Filing Electronically at the Court of Appeal Seeking Protection Orders Gaining Access to Audio & Transcripts Applying for Probate Applying for Uncontested Divorce
  17. 17. Uh, given all the previously mentioned lawyers and judges and law stuff...
  18. 18. Why attempt 6 projects all at once?
  19. 19. 1. Building skill & capacity
  20. 20. 2. Distributed momentum
  21. 21. 3. Observability
  22. 22. 4. Managing risk
  23. 23. 5. Compounding benefits
  24. 24. So how about the time to deliver?
  25. 25. It takes a long time to become agile
  26. 26. So if you are practicing SD in the public sector...
  27. 27. And if you aren’t… come join us. It’s important, challenging, and meaningful work.
  28. 28. Thank You. Gordon Ross / OpenRoad / Kevin Conn / BC Ministry of Justice / kevin.conn@gov.bc,ca