An experienced and stable team is essential for true transformation, but courts and tribunals had been dependent on annual funding for digital projects.
This meant any change was driven via a mix of different funding sources. Without dedicated investment, it was difficult to sustain long-term and holistic digital transformation of a hugely complex system.
The Digital Restart Fund made a long-term investment into the Digital Reform Program, giving the Department of Communities and Justice the confidence to assemble a team of over 100 designers, technologists and legal experts, focused on creating a simplified justice system for all. Online ordering for recordings and transcriptions has been used by court registry and support services staff since July 2020, with more than 20,000 transcription orders processed so far.
Other planned improvements include:
Easier access to the justice system
From single sign on to more accessible online services, processes, and information, secure access is easier for all citizens no matter where they are located. Fewer and more streamlined appearances reduce pressure on courts
Improved customer experience
Increased transparency of processes, as well as speed and access, reduces the anxiety of interacting with the system
Better use of time
Building capacity by digitising manual and time-consuming processes so Judges can use their resources more efficiently and effectively in high value/impact areas, determining matters, holding hearings and passing judgments
Enhanced people and data capability
Improved security of data, reducing duplication and improved data management is facilitating an improved flexible working experience for people working in NSW Courts and Tribunals
With the help of the Digital Restart Fund, NSW Courts and Tribunals is now able to meet the needs of NSW customers with flexibility they never had before. With new online self-service in place, manual data entry and court sitting time will be reduced, saving costs and providing a better service to NSW customers.
Meanwhile, legal practitioners, self-represented parties and the judiciary will soon be able to order, track and receive transcripts for their cases from a new online service launched by the NSW Government.
To ensure the solution is fit for purpose, online ordering for recording and transcriptions has been used by court registry and support services staff since July 2020, with more than 20,000 transcription orders processed so far.
Feedback from these users has led to more improvements to be made before the public launch of the service in November 2021.
The new streamlined online ordering service will replace myriad old processes where transcript applications were made by email, in person and by pen and ink at court registries..
“Some were so reluctant to move towards digital but it's so much easier...there’s now an increased appetite for digital transformation” Digital Courts Reform project lead