Tribunal Transformation Initiative

P R E S E N T E D B Y : C A R M E N Z A B A R A U C K A S , P h D & D A N D A R C H E

Civil Resolution Tribunal, Canada’s First Online Tribunal

Summary: There is a shift in solution design from a focus on systemizing the work we do, to the citizens needs we must serve. As we orient to the outcomes both citizens and the government seek to achieve, we will focus on the service patterns and experience of citizens to create capability and assets we can apply everywhere as demonstrated in the Civil Resolution Tribunal.

Presented by: Carmen Zabarauckas & Daniel Darche, AG on October 4, 2019 @ Connect 2019Bios:Carmen and her team work to build a strong, respected, accessible and effective administrative justice sector in B.C. Carmen was previously the Director of Research, Planning, and Offender Programming with BC Corrections, turning the science of what works into operational effectiveness. Just before coming to JSB, Carmen spent a year as the Innovation Lead for the BC Public Service opening the Innovation Hub. She is currently an adjunct professor in Criminology at SFU. Carmen consults on issues related to tribunal management, innovation, offender assessment and risk management, correctional programming, sexual offender assessment and management, offender policy and research, and program evaluation. She received her PhD in 2007 from the University of Victoria and completed postdoctoral studies at Simon Fraser University.

Dan is leading the expression of the OCIO and Ministry Digital Strategy within the Branch. In just a little over a year in Government, he and his team have successfully delivered several large technical initiatives including the onboarding of ICBC to the

Civil Resolution and the application of the Justice Management Platform to numerous tribunals and program areas across Government. Dan previously held executive leadership positions within consulting firms in the private sector. He came to government to be more closely aligned to work that has meaning to citizens and realizes a lasting legacy. Dan focuses on creating a corporate solution ecosystem and seeks to realize cross government value through citizen centric and outcome-based solutions.

Who here shops online?

Probably easier to ask who doesn’t . So why do you shop online?

Well I’ll admit I was late to this party, but when I got there, for all the reasons you mention, it was like I heard angels singing. It’s good isn’t…

So now, my expectations have changed. I want all the business I do, whether it’s shopping or paying my taxes, to be online, at my convenience, and a good experience

And guess what. People who are looking for justice, their day in court, they feel the same way.

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ACCESS TO JUSTICE

A2J

At the moment we have a legal system built by legal professionals rather than a justice system designed by and for everyone who lives in BC.

Our branch, the Justice Services Branch, is all about finding ways to increase our access to Justice, or what we call A2J. And not just do business as usual, but evolve, push limits, and create faster, easier, cheaper, more satisfying routes to justice.

In my role I oversee the administration of 19 tribunals. Tribunals run in parallel to the court system, providing levels of specialized expertise you often can’t get in the courts and they are usually faster and easier.

The Civil Resolution Tribunal or CRT is a good example of accessible justice. If you have had a strata or small claims dispute, or if you have had an accident recently and wanted to dispute ICBC’s offer, you are already familiar with the CRT and you’ve experienced what we have built and are talking about today.

Usually in these kinds of presentations, you talk about personas, Bob’s journey to X. Well I was tempted to have a lot of fun designing persona’s for this roles, but since that potentially be a career limiting move, I am identifying the roles instead. The added fun is that this is about to get messy, and a mess drives Dan nuts.

As EDs and Ds, this is generally what we manage – we manage up

To do so successfully, we also need to manage sideways, our teams, and important core roles within government.

Add to this, is that we are a public service. By whatever name we call them, the public is the driver and beneficiary of our work. They are the point we exist.

When you add it all together, it starts to look a little unwieldy, and quite frankly….

This is how my head often feels. And it gets worse

Back to the idea of service. Regardless of their role, people want service.

What they don’t want are excuses. They don’t care it’s complex, or that it costs money, or requires change mgmt. They simply want good service.

They don’t want to see differences between the service they get from Amazon, Wayfair, Best Buy, or Victoria Secret and the service they get from government.

Justice is a late comer to this notion, but in 2012, we finally began a journey, we focused on the those who want or need accessible justice, then we started to re-write the system.

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Start with the Citizen Problem

Assess your Competencies

Find ‘Points of Light’

Action Locally and Inform Globally

Context, Innovation, and Deliberate Investment

There is only one type of service pattern for citizens, identify the issue and solve the issue. When we develop solutions within that context.APPROACHCONTEXTWhat is the SPECIFIC problem we are trying to solve, the outcome we are trying to achieve; and orient all that follows to that context. The only meaning in what we do.

What do you do well as an organization, what could be done better (and how)?

INNOVATIONFind the points of light. Innovation is happening all around us.The trick is in seeing widely, and understanding how those points of light can help, and what you are doing can help.This depends on abandoning ego, acknowledging expertise, and working in the citizen context

INVEST DELIBERATELYIn service patterns, accessibility, integrationPlan to create immediate value, realizes the long term vison;And, ensure that others are informed and able to take advantage of the investment.

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Accessible Justice and Fair Resolution of Citizen Issues

Dispute Service Patterns Expertise and Cloud Platform

Citizen Information Gathering and Document Disclosure

Solve Immediate Tribunal Need and Develop the Platform as a Corporate Capability

Justice Management Platform

EXAMPLE So how did this mindset get applied to our particular problem.CONTEXTCitizen’s expect fair access to justice in a convenient and cost effective manner to them. The Ministry is looking to deliver digitally; providing better service at the same cost.

COMPETENCIESInvestments have given us expertise and a reusable solutions.We have a fully cloud based solution.

INNOVATIONOpenShift (an open source platform) citizen information gathering by courts is proven and can provide a consistent citizen experience; in future, chatbots and AI are investments will be leverageable. In turn we are returning investment in integration from OpenShift to commercial platforms.

DELIBERATE INVESTMENTWe have focused on getting the platform to 20 tribunals; at the same time taking advantage of available innovation, and tactical investment in capability rather than point solution.

We are presenting as part of a digital showcase, so we should probably give you a solution overview…

The Justice Management Platform combines:- A public front door for understanding and the self resolution of issues- A online workflow system that allows interaction to resolve citizen issues,- And, a digital solution that support the decision makers.

This fully cloud based platform uses a combination of SalesForce, OpenShift and other commercial solutions to deliver solutions focused on client needs, digitally.

Happy to provide details offline.

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Results

1 Sector & Corporate Asset

2 Common Intake

3 Integration

4 Innovative Solutions

Civil Resolution Tribunal(3 year total as of August 2019)

11,112

For thousands of disputes resolved by the CRT, citizen are getting timely results and are satisfied.

Justice Management Platform• Deployed to 7 tribunals to date, and 3 ministries.• 6 additional tribunals committed and planned.• 6 + new tribunals and programs looking at adopting in phase 2.

We have a consistent user experience focused on citizen issues in a accessible manner.

Integration for both upstream programs (one citizen issue), and downstream programs (courts, enforcement agencies).

ROADMAP is looking at deliberate leveraging of other points of light: • Identity and Credentialing• Virtual hearings• Document Management and Disclosure

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Considerations

Citizen

Focused

Barriers & Challenges

Invest in the Unseen

The success of this initiative was clearly due to the citizen or resident focus. The problem wasn’t how do we manage a small claim application, but rather how do I as a resident of BC, get the $4000 Bob owes me?

When we get real, when we manage the issue, we see success or more importantly, we provide value. The public shouldn’t see any cross overs in business or backend systems. The fact that we function in a series of silos should not be their problem. Ever.

There will always be barriers and challenges. We need to understand what they are, such as legislation, regulation, privacy, data integration roles, ministry silos, egos, etc, how they are a barrier, and plan on overcoming them.

A lot of our ability to continue our success will be to invest in the unseen: how will we manage what we know is coming, such as artificial intelligence, and what hasn’t even been developed yet, but will be everywhere within the next 12 months.

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“People don’t want to buy a quarter-inch drill.They want a quarter-inch hole.”

Theodore Levitt

We will leave you with this. As government, we tend to focus on building tools, tech products, the quarter inch drill. What people actual want from us is to meet their needs, they want us to provide value, they want a quarter-inch hole.

Thank you.

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THANK YOU

EMAIL

Carmen.Zabarauckas@gov.bc.ca

EMAIL

Daniel.Darche@gov.bc.ca