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.
“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.
photo: Joe Mabel (cc)

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.
Access to Justice

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.
How do we create systemic change
that improves access to justice,
reduces costs to both citizens and
government, and improves equality
of outcomes?

8.
SERVICE DESIGN!

9.
So what makes it so hard?

10.
3 things in particular

11.
1. Everyone’sa lawyer

12.
2. Judicial independence

13.
3. The law is everywhere

14.
So where do you begin?

15.
Everywhere

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.
Uh, given all the previously
mentioned lawyers and judges and
law stuff...

18.
Why attempt 6 projects all at once?

19.
1. Building skill & capacity

20.
2. Distributed momentum

21.
3. Observability

22.
4. Managing risk

23.
5. Compounding benefits

24.
So how about the time to deliver?

25.
It takes a long time to become agile

26.
So if you are practicing SD in the
public sector...

27.
And if you aren’t… come join us.
It’s important, challenging, and
meaningful work.

28.
Thank You.
Gordon Ross / OpenRoad / gordonr@openroad.ca
Kevin Conn / BC Ministry of Justice / kevin.conn@gov.bc,ca