Transitioning to Digital: The Impact of Online Services in Courts

1. From paper to the present: the emergence of online services in the courts by Phil Hocking Chief Information Officer Family Court and Federal Circuit Court www.comcourts.gov.au

2. ISSUES FOR DISCUSSION • How do services delivered via video or on-line enable courts to better meet the needs of our clients? • What are the implications for court spaces and court staff of enhanced information and communication technologies? • How do we support the needs of clients who are not particularly computer savvy?

3. Video and Online Servicesin the FCoA and FCC • Video Services in the Courts • IPVC • Online Services in the Courts • Commonwealth Courts Portal

4. Context of Courts • Family Court of Australia • National Family Law Jurisdiction • Superior Court with Appellate and 1st Instance Jurisdiction • 35 Judges • Federal Circuit Court • Court of 1st Instance • Family Law and General Federal Law • 65 Judges

5. Video Conferencing in the Courts

6. Video Technology • Prior to 2012 - ISDN Model • Federal Courts have used ISDN lines for VC since before 2000 • Lines rented from Telstra • Extremely expensive • Difficult to calculate accurate costs per session • Difficult to pass on full costs to parties • Very limited usage due to call costs

7. Video Technology From 2013 - Internet Protocol VC (IPVC) • All FCoA/FCC sites (21) upgraded to use IPVC infrastructure • 30 Fixed systems in courtrooms • 4 fixed systems in meeting rooms • 27 portable units • 4 Tandberg units – personalised video conference units • Means VC data is carried over existing WAN lines (sunk cost) so effectively free • High Definition Video and High Quality audio • Courtroom VC is fully integrated with court recording system and sound reinforcement system • Can be party-party (direct dial) or multi-party sessions (coordinated centrally via the bridge) • Some Courtrooms also have integrated Document Camera

8. Video Conferences in Courts • 27 Portable Units • located at all sites • only needs a network connection to dial or receive video conference calls • Tandberg personal unit below

9. 30 Video & Audio Equipped Courtrooms

10. Video Equipped Courtroom (use touch panel to operate the technology)

11. Video Equipped Courtroom (document camera)

12. Video Equipped Courtroom

13. Video Technology Benefits of Internet Protocol VC (IPVC): • Free VC sessions between sites • Free sessions with external sites which also use IP (Internet Protocol) enabled equipment • Free sessions with external parties via Cisco Jabber but must have: • PC/laptop with ADSL connection, microphone, webcam and speakers • Packets can be tracked by engineers to ensure priority for high quality on WAN • Simple to use

14. Video Technology • Risks • Need contract with supplier with local support • Need very good internal 1st level support model: • Judges demand superior performance • Engineer/Help Desk support must be available as required • Should be able to monitor VIP sessions • Loss of confidence by a VIP user through a bad session can occur and takes time to recover from

15. Video Technology • Unintended consequences • All national judicial and staff telelink meetings now via IPVC • Heavier use than planned for (good!) • New online Booking System was needed to manage bookings • Need to link IPVC bookings to case management system for hearing but avoid clash with non-court related bookings

16. How do services delivered via video enable courts to better meet the needs of our clients? • Reduce travel costs for • Parties living in remote areas • Parties who can’t afford to travel to court • Expert witnesses living interstate/overseas • Other govt agencies (eg legal aid) • Faster delivery of judgments to circuit locations • Cheaper and faster • directions hearings for regional locations • family report conferences for regional locations • Protection for vulnerable witnesses • Hosting an AIJA national real time interactive conference next month

17. What are the implications for court spaces of video conferencing technologies? • Need to allow space for equipment rack if inside (heat issue/access) or outside courtroom • Cabling may be difficult • Joinery changes may be expensive • Be aware of all viewing angles and glare • Ensure integration with • court recording system and provider • sound reinforcement systems

18. Video Equipped Courtroom (AV equipment rack)

19. What are the implications for court staff of video conferencing technologies? • During installation must have judicial agreement for changes to bench etc • Have a Pilot site to prove concept • User manuals and training are vital • Complex part is tuning the network for VC traffic • Need to have Help Desk staff trained to instantly respond to issues during a session • Staff have embraced IPVC as improved communication tool • Less travel due to meetings via IPVC now

20. How do we support the needs of clients who are not particularly computer savvy? • Contact Centre help line to assist with Jabber setup • Not an issue in courtroom as they just appear as normal • We always have court officer to assist at circuit sites • Must still stress that they are in a court and to dress/behave accordingly

21. A lesson on VC • www.youtube.com/watch?v=oMXm3fvktjU‎

22. Online eServices in the Courts - Commonwealth Courts Portalwww.comcourts.gov.au

23. “…to provide a common platform to advance on line services on behalf of the Family Court, Federal Court, and Federal Circuit Court and Family Court of WA.”

26. Online Divorce Application

28. Portal Registrations

29. How do services delivered via on-line services enable courts to better meet the needs of our clients? Portal provides: • Single user ID and password for all federal courts information • 24/7 access to view documents, orders, listing details • Simple system to upload documents • Smart eforms for applications guide user through process • Self-select hearing date and pay by credit card • eCourt Forum • enables a virtual court room for attendances via Portal

30. What are the implications for court staff of the Portal? • Courts are fully committed to developing full Electronic Court File (ECF) • Direct benefits are reduced costs due to: • Minimal data entry • No file movements • No lost documents or files • Less printing and paper costs • No archival and retrieval costs • Self-service for provision of sealed orders leads to reduced postage and handling • Also fits with govt’s Digital Transition Strategy

31. What are the implications for court spaces of online services? In Court - changes needed to view ECF • Screens required for • Bench • Associate • Parties/lawyers • Witness • Could be all-in-one touch screens or tablets • For judge must be able to display multiple documents like paper file • Printer required for ad hoc printing

32. What are the implications for court spaces of online services? In Court - screens on bench considerations • Angle of display • Avoid obscuring parties • Avoid glare • OHS issues • Flexible installation for other judges to use • Embedded in bench or mounted on top • Motorised systems for fine tuning • Cabling access and costs

33. What are the implications for court spaces of online services? In Court - screens on bench considerations • Screens should not interfere with viewing angles for judges • Keyboard, mouse or touch screen • Footprint on bench • All-in-one-computer may be appropriate

34. Lenovo all-in-one with a 27" 1080p display Tablet PC

35. Touch Screen sizes available now

36. What are the implications for court spaces of online services? Other areas of the courthouse will also need more screens: • Chambers • Registry - any locations where ECF is viewed • For clients – • File viewing section • Front Counter (Coles self-service model) • Issues - cabling, joinery, footprint etc • What about viewing ECF on circuit?

37. How do we support the needs of clients using online services who are not particularly computer savvy? • Contact Centre Help Line available business hours • Web sites online help • Staff can remotely take over their PC to train them live (usually for law firms) • Analysing issues raised by clients to address them (dynamic help screens) • Printed documents will still be available • Paper less courts = less paper www.youtube.com/watch?v=eIeZg0-Tc9M

38. Thank You