来源类型 | Research Reports
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规范类型 | 报告
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DOI | https://doi.org/10.7249/RR2640
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来源ID | RR-2640-NIJ
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| An Evaluation of New Mexico's Online Intake System for Civil Legal Aid |
| Shamena Anwar; Mauri Matsuda; Cassia Spohn; Meagan Cahill
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发表日期 | 2018
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出版年 | 2018
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页码 | 85
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语种 | 英语
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结论 |
Usage and operation of New Mexico's online intake system- During the eight-month evaluation, usage of the online intake system was relatively low. Examining intakes conducted by New Mexico's two largest civil legal aid agencies indicated that 13 percent and 2 percent, respectively, of their intakes came through the online system.
- Analyses indicate that clients who initiated intake through the online system had their cases treated similarly to cases initiated through traditional routes, although they tended to take a few extra days to resolve.
Implementation issues with New Mexico's online intake system- Applicant information from the online intake system did not feed directly into the civil legal aid agencies' case management systems.
- Many individuals who initiated intake through the online system did not complete the intake process (which required them to complete intake through a phone call during regular business hours).
- These implementation issues suggest the online system did not increase intake efficiency during our eight-month evaluation.
How does the online system affect access to justice?- A relatively small fraction of online applicants were new users who would not have been able to access legal aid without the online intake option.
- Due to contemporaneous staffing declines, this evaluation could not identify how the number of individuals receiving services changed in response to the implementation of the online intake system. However, because there was no real improvement in intake efficiency during the period evaluated, it is unrealistic to expect to see any real change in the number of individuals overall who receive service.
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摘要 |
- Applicant information from the online system should feed directly into the legal aid agencies' case management systems.
- The online system should make clear up front that the system is an online-phone hybrid system and will require the applicant to be available during normal business hours to complete intake and receive services.
- The online system should request that applicants provide several time windows during which they would be available to receive a callback.
- The online system should require individuals to complete certain fields in the online form before they can move on to the next field.
- The online system should ensure that it correctly triages cases to the different aid agencies.
- The online system should ask applicants what language they would like a callback in.
- The online intake option should be widely advertised.
- The online intake system should be made available in other languages commonly used by applicants.
- It should be easy for staff to make changes to how the online intake system operates.
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主题 | Civil Law
; The Internet
; New Mexico
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URL | https://www.rand.org/pubs/research_reports/RR2640.html
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来源智库 | RAND Corporation (United States)
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引用统计 |
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资源类型 | 智库出版物
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条目标识符 | http://119.78.100.153/handle/2XGU8XDN/108851
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推荐引用方式 GB/T 7714 |
Shamena Anwar,Mauri Matsuda,Cassia Spohn,et al. An Evaluation of New Mexico's Online Intake System for Civil Legal Aid. 2018.
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