June / July

June/July 2019

Vol. 17 No. 3

Advancements In Remote Appearance Technology Pushing the Potential of Your CMS

Firming Up Security Protocols CHANGE SERVICE REQUESTED Courts Today 69 Lyme Road, Hanover, NH 03755

with alternative & diversion programs

Publisher & Executive Editor Thomas S. Kapinos Assistant Publisher Jennifer Kapinos

J U N E / J U LY 2 019

Editor Donna Rogers

V O L U M E 17 N U M B E R 3

Contributing Editors Michael Grohs, Bill Schiffner G.F. Guercio, Kelly Mason

F EATU R E S

Art Director Jamie Stroud

8 Firming Up Your Courthouse Security

12 Advancements in Remote

Marketing Representatives Bonnie Dodson (828) 479-7472 Art Sylvie (480) 816-3448 Peggy Virgadamo (718) 456-7329

Appearance Technology

18 NACM & CTC Annual Conference Preview

25 NADCP All RISE19 Highlights

27 Pushing the Potential of Your Case Management System DE PARTM E NTS

4

Courts in the Media

30

Ad Index

with alternative & diversion programs

is published bi-monthly by: Criminal Justice Media, Inc PO Box 213 Hermosa Beach, CA 90254 310.374.2700 Send address changes to: COURTS TODAY 69 Lyme Road Hanover, NH 03755 or fax (603) 643-6551 To receive a FREE subscription to COURTS TODAY submit, on court letterhead, your request with qualifying title; date, sign and mail to COURTS TODAY 69 Lyme Road Hanover, NH 03755 or you may fax your subscription request to (603) 643-6551 Subscriptions: Annual subscriptions for non-qualified personnel, United States only, is $60.00.

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C O U RTS I N T H E M E D I A MASKED GUNMAN KILLED IN SHOOTOUT AT DALLAS COURTHOUSE An Army veteran wearing a mask and carrying more than 150 rounds of ammunition for his high-powered rifle was shot dead on Monday, June 17, after he opened fire outside a busy federal courthouse in downtown Dallas, authorities said.

Federal officers killed 22-yearold Brian Isaack Clyde of Fort Worth after he approached an entrance of the Earle Cabell Federal Building and began shooting. Glass panes were shattered in a revolving door during the gunfight, but no one else was seriously hurt, according to the AP. Clyde’s attack began about 8:40 a.m., and three officers from the Federal Protective Service who were stationed at the building con-

fronted him. DeSarno and other officials praised their courage at a news conference. “But for the actions for the Federal Protective Service officers, this likely would have been a very deadly incident,� DeSarno said.

On June 19, Heather Clyde, the man’s step mother, told that she hadn’t seen any warning signs but that she and his father think the Army veteran went to the Earle Cabell Federal Building on Monday to be killed.

Brian Clyde's mother, Nubia Brede Solis, said her son had been in a mental institution before he was discharged from the Army.

Investigators hadn’t yet determined a motive in the shooting, the AP reported two days following the incident. The courthouse reopened for regular business Wednesday.

INDIANA SUPREME COURT URGES $1 MILLION BOOST TO CIVIL LEGAL AID The Indiana Supreme Court made its case to the Legislature again in March for an additional $1 million in the state’s next biennial budget to support Hoosier civil legal aid, according to the digital newspaper.

Chief Justice Loretta Rush told the Senate Appropriations Committee that the court is seeking $500,000 in both fiscal years 2020 and 2021 for civil legal aid grants. Noting the judiciary operates on less than 1 percent of the entire state budget, Rush said the civil legal aid funding request is the first time in recent history the court has asked for a significant funding increase.

Despite 8,400 Hoosier attorneys reporting 400,000 pro bono hours, and despite the various pro bono services offered by civil legal aid

organizations across the state, Rush told the committee there are still civil litigants who are turned away from pro bono help because of a lack of resources. Those clients face myriad civil legal issues, the chief justice said, ranging from foreclosures to guardianships to expungements and more.

Further, the need for civil legal aid has been magnified by the nationwide opioid crisis, Rush said. In response, civil legal aid initiatives such as medical-legal partnerships have been developed to ensure Hoosiers with drug addictions can get the treatment they need while also getting help with the civil legal issues that have followed from their addictions.

According to a recent study, Rush told the committee that every $1 invested in civil legal aid has a $6.70 societal impact. “(The funding is) to build capacity to open up the doors to the courthouse for people that find themselves in civil trouble that are of limited means or in poverty,� the chief justice said.

Further, the need for civil legal aid has been magnified by the nationwide opioid crisis, Rush said. In response, civil legal aid initiatives such as medical-legal partnerships have been developed to ensure Hoosiers with drug addictions can get the treatment they need while also getting help with the civil legal issues that have followed from their addictions.

According to a recent study, Rush told the committee that every $1 invested in civil legal aid has a $6.70 societal impact.“(The funding is) to build capacity to open up the doors to the courthouse for people that find themselves in civil trouble that are of limited means or in poverty,� the chief justice said.

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C O U RTS I N T H E M E D I A SAN ANTONIO INVESTS IN REMOTE APPEARANCE INFRASTRUCTURE The San Antonio Municipal Court, the court of record for the city of San Antonio, Texas, became a virtual pioneer when it launched an ambitious videoconferencing effort in 2008, reports

magazine. The objective? “Instant justice,” says presiding Judge John Bull, who, along with court manager Jason Tabor, spearheaded the effort to use videoconferencing to support remote court hearings. The goal was to offer offenders a convenient alternative to waiting in a crowded downtown courtroom to plead guilty in person.

“In the private sector, IT revolves around return on investment,” says Tabor, who oversees court technology as well as the videoconferencing program. “In government services, though, it’s about return on value. So, our focus isn’t on the rate of return on our technology investments but on providing value to our citizens.”

Before starting the video effort, the city standardized on Cisco technology to gain the benefit of its integrated systems and to eliminate the cost of supporting a multivendor hodgepodge. As part of the IT management team, Tabor helped upgrade the city’s

network, replacing most of the infrastructure with Cisco components. The court also converted its telecom system to Voice over IP, which it integrated with the video infrastructure.

With these upgrades, Tabor created a flexible videoconferencing network that accommodates any IP video endpoint. “We ensured the court’s video units could connect with any IP-enabled system through our city network infrastructure,” Tabor says. “To connect an IP video unit to the network, all you need is a standard network jack. Just plug in, and you’re live.”

Today, the court takes advantage of several video endpoints. These include Cisco telepresence screens in courtrooms, desktop units on the bench and in the clerk’s office, video phones, telecommuter laptops and video kiosks installed in local grocery stores. Tabor is now enhancing these kiosks, integrating live chat, text messaging and collaborative tools.

While the court doesn’t plan to use videoconferencing for trials, it’s tailor-made for plea entries and fine assessments. It also meets the round-the-clock needs of telecommuting judges assigned to adjudicate the cases of defendants held in the county magistrate’s center.

OREGON UPGRADES TELEPRESENCE As the telecommunication group lead for the Oregon Judicial Department, Brian Canfield has dealt with videoconference issues caused by underperforming networks, according to

magazine. Frustrated, he switched to a new network service provider, which honored his group’s quality of service contract. “We’re now able to deliver a high-quality videoconference experience, with none of the pixelating we previously saw.”

Canfield’s small team centrally manages the network and video infrastructure for 36 county courthouses and 42 annexes across 27 judicial districts. While handling this function, the team managed to complete a sweeping videoconferencing rollout, part of the OJD’s technology modernization plan. Ninety-five percent of Oregon’s circuit courts supported video connectivity by 2007, but they had a mishmash of video tools restricted to point-to-point connections.

Canfield’s team upgraded each courthouse to common standards. The upside: They came away with a template for courtroom audiovisual installations that will speed deployments going forward.

“Among other technologies, they installed Polycom telepresence systems, RealPresence servers, smaller videoconferencing units and additional cameras to shoot from several angles. They also switched out existing audio equipment for high-end systems, so courtroom digital recording software can accurately capture audio and video for the official case record,” Canfield says.

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BY DO NNA ROG ERS , E D IT O R

Courthouse Security

What are some resources to harden your court?

ON JANUARY 17, 2018, a deputy sheriff under attack shot and killed a 16-year-old defendant after a scuffle outside the magistrate’s courtroom in the Franklin County Courthouse Downtown in Columbus, Ohio. On April 1, 2019, during a jailhouse bond session in Broward County, Florida, William Green, who had been accused of attacking an orderly in a mental hospital, attacked public defender Julie Chase from behind, punching her in the head and knocking her down. He was quickly tackled and handcuffed.

As the examples show, not all courthouse incidents are quelled without incurring irreparable harm, and though they may not all make the news, all are serious.

In addition to delivering fair

and just decisions, of the utmost of concerns in judicial minds is court security. With the idea of mass shootings on the rise, mentally ill inmates, strife on a global scale, suicide bombings, and even threats of biological weaponry, courthouses are very real targets leaders need to take heed.

A study by the National Center for State Courts titled

(Fautsko et al, 2012) outlines the stark reality that courthouses are at risk. In the 40 years between 1970 and 2009, research data show nearly 200 incidents (arson, shootings and bombings) have occurred in state courts, according to a 2010 study done by the Center for Judicial and Executive Security. Further, from

2005 to 2011 the number of violent incidents directed at state courts steadily grew from 10 in 2005 to 24 in 2008 to 67 in 2001, according to the CJES research.

However at the same time, notes the paper, “While security threats and incidents are rising in state courts, available funding for court security equipment and staffing is becoming more and more limited due to budget constraints.�

To help defeat this trend, the National Center for State Courts recommends three premier documents to assist judges and court administrators in developing and implementing effective measures for courthouse security (see sidebar page 10). In addition to policies and procedures that can be devel-

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oped to harden the security of a courthouse, a broad range of technologies can assist in making a judicial facility safe and secure. Here we touch on some of the technological areas of concern recommended for judicial examination.

Mail Scanners Mail traffic inspection is a daunting challenge, states Raysecur, a company that offers protection from CBREs (chemical, biological and radiological elements). It notes that mmWave technology is the U.S. government’s first line of defense at airports; however, with its MailSecur product, this technology is now accessible for widespread mail screening operations.

First, in order to keep staff safe, this scanner provides remote assistance through a dedicated video feed. Images are shown holographically in 3D imaging, rather than as a flat picture. As for its precision, the device can detect the presence of tiny amounts of powders down to 2% of a teaspoon (100 milligrams) and a single drop of liquid, Raysecur points out. The company furthers that the device provides an all-in-one solution: dual field of view for imaging; dual metal detection; and remote access for bomb tech. It is also portable and ready for plug-in and use.

Deployable overnight, the device training for court staff is approximately three hours.

Another ubiquitous technology, X-ray screening is a critical component of an effective and layered security plan and essential in combatting today’s escalating risk of IEDs, notes the firm MSA Security.

The company, with offices in NYC

and Arlington, Va., offers end-toend screening solutions through its integration services. Its patented SmartTech® integrates with existing X-ray equipment, allowing a facility the ability to examine any package in real time through the highlytrained eyes of a bomb technician. It does this by partnering with X-ray manufacturing leaders in the field, such as Smiths Detection, CEIA, Astrophysics and L3.

Further, MSA houses over 40 FBI-trained bomb technicians in its Emergency Operations Center (EOC) who keep its clients up to date on emerging threats by delivering breaking news about issues that can affect their mailroom security. The SmartTech support system allows X-ray screeners worldwide to have real-time contact 24/7 with these certified bomb technicians.

In addition to its expertise, MSA offers equipment for both purchase and rental, as well as installation and maintenance.

Alert Systems Active shooter and critical emergencies are all too often part of the narrative at courthouses, schools, hospitals and other public buildings. A system that can instantly transmit alerts across all the devices networked in your enterprise can help keep stakeholders informed up to the minute. Devices like the Wave Plus System from SecureTech Systems transmit alerts to all devices via hand-held radios, text messaging or email. This device also contains Virtual Buttons that can be installed on any and all desktop computers across the judicial center.

On the radio side, the Wave Plus transmits unique, detailed mes-

sages to all portable radios and base stations in the radio network, while those not connected by radio can receive the email and text alarms.

Messages are easily added or changed, according to the company, and it can be integrated with other security systems, such as cameras, access control and public address systems. SecureTech notes that this instant notification is significantly faster than having a monitoring station make a phone call to an outside dispatcher and can dramatically improve response times at the onset of an emergency when seconds count.

The system is almost completely wireless, making installation and expansion easy, according to the company. Finally, for the exterior of the building, wireless weatherresistant buttons can be placed in parking lots without the expense of running wire.

Overall Upgrades In 2018, the Tennessee Administrative Office of the Courts (AOC) began the process of modernizing courthouses statewide by awarding 66 Tennessee counties a total of $2 million to improve courthouse security. In the year previous, at least three major security breaches occurred in Tennessee courthouses, including a serious weapons incident, states Springhillhomepage.com.

“Improving courthouse security is a top priority,” said Judge John McLellan, chair of the TJC Court Security Committee, according to the web site. “Across the state, courthouses are pillars in many communities with residents coming and going daily to take care of business ranging from paying June/July 2019x

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taxes to filing wills to reporting for jury duty. We need to constructively think about how we can effectively add a layer of security in a responsible and minimally intrusive manner.”

Before the grant program, nearly half of Tennessee counties did not meet the previous minimum standards while others had serious security deficiencies. For example, in many Tennessee courthouses, visitors could walk in one of multiple entrances without encountering any security measures, courtrooms lacked direct emergency communication to law enforcement, and there was often no secure way to transfer or house incarcerated defendants attending a court appointment.

Recommended Building Security Guides “CCJ/COSCA Court Security Handbook: Ten Essential Elements for Court Security and Emergency Preparedness,” written by the Conference of Chief Justices and Conference of State Court Administrators (2010).

“Steps to Best Practices for Building Court Security,” developed by the NCSC (Fautsko et al., 2010).

“Guidelines for Implementing Best Practices in Court Building Security,” produced by NCSC and funded by the State Justice Institute (2010).

The 2017 funds enabled the AOC to provide counties with handheld and walk-through metal detectors, X-ray machines, security training, bullet proof benches, panic button systems and video arraignment systems. The newly adopted standards add criteria and expand some of the previous criteria to include areas beyond courtrooms where citizens often conduct business, such as the court clerk’s space. The new Tennessee court security criteria include: Silent bench and court clerk’s public transaction counter panic button connected directly to the sheriff’s or police department; bullet proof bench and court clerk work area in courtrooms; and availability of armed, uniformed guard (court officer) in each courtroom during court sessions.

Other states and counties have followed suit. The Minnesota Supreme Court provided $1 million to bolster security at 57 of the state’s county courthouses, and Morgan County, Alabama, Courthouse recently installed an X-ray system, according to Total Security Solutions. The company, which provides bullet proof and bullet-resistant materials, furthered that Minnesota added bullet-resistant glass at public service counters and Morgan County provided tempered security glass to protect employees.

This was part of a series of design guidelines issued by the Administrative Office for U.S. Courts in 2007. Its interior security measures include requirements for access control devices on entryways, weapons screening, emergency lighting, duress alarms and CCTV. It also outlines specifications for bullet-resistant materials,

including: • Windows must not permit visual surveillance from exterior locations. UL 752, Level 4 ballistic-resistant glazing is required for exterior windows in all courtrooms unless the U.S. Marshals Service determines it is not needed.

• The judge’s bench must be lined with UL 752, Level 3 ballisticresistant material on all vertical surfaces.

The guidelines also include break-resistant and ballistic resistant transaction windows for clerks’ offices, and access doors and hardware between the public area and restricted office area should be UL 752, Level 3 ballistic resistant.

• As for the exterior, use of bollards, berms and other barriers should provide protection against vehicles, and landscaping should be designed so sight lines are clear. There should be sufficient lighting in parking areas; separate vehicle circulation systems for judges, employees, prisoner transport and service; restricted parking for judges with electronic access control; and parking areas for other court employees, jurors and visitors located next to the courthouse, fenced in and outfitted with electronic access control.

In fact, notes Total Security Solutions, when Utah’s new federal courthouse in Salt Lake City opened in 2014 it was designed with separate entrances and elevators for judges, defendants and the public; bullet-resistant glass and paneling; and vehicle barricades— all following the new guidelines to keep staff and the public safe while carrying out duties of a sometimes dangerous job. CT

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BY MI C H A E L G R O H S , CO N T R I B U T I N G E D IT O R

REMOTE

APPEARANCES

Two sets of courts have two sets of problems, but this may be helped by a single solution.

Circuit judges in rural courts, says Robert Haley, director of Marketing Communications Systems Division at Compunetix, Inc., literally travel in a circuit of courts. In these cases, “the judge is a scarce commodity and is leveraged between numerous courts,� while also spending what is often a significant amount of time in transit. In urban courts, the docket is bogged down, and for certain low-impact proceedings, it can require a defendant take a day off work and travel into the city simply to argue a traffic ticket. Participants in both situations could likely benefit from using remote appearance technology.

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Technological advancement in video conferencing, and the companies behind it.

Technology used for remote appearances in courts has evolved with caution. A white paper prepared by the National Association for Presiding Judges and Court Executive Officers (NAPCO) addresses how video conferencing and other electronic communication technology has been permitted in certain circumstances and proceedings in both criminal and civil cases.

Naturally there are constitutional concerns, such as the right of a defendant to confront witnesses, security, and the reliability of the technology used. Haley points out that at first there was pushback about lessening the experience. He notes that some were concerned about maintaining a level ground and the impression that a participant might think, “Another person got that experience, and all I got was this one.” The concerns, though, have lessened. The defendant, says Haley, is still getting his or her day in court. Their rights are intact.

The use of video conferencing, the NAPCO paper notes, is “widely accepted in initial, non-adversarial proceedings in criminal courts, such as in first appearances and arraignments.” Jurisdictions tend to be more divided on the use of video conferencing at bail hearings. The area in which the use of remote technology faces the most scrutiny and when the constitutional concerns are the highest is when the proceeding involves the presentation of evidence and witnesses to be cross-examined. In civil proceedings, the use of videoconferencing and other electronic technology seems to be more widely accepted even during trials.

One consideration Fredric Lederer, the director of the Center for Legal and Court Technology (CLCT), notes as a matter of concern is asking how far courts can and should go. One version theorized is that the court will have a judge and a courtroom and every-

one else is remote. The other is eliminating the courtroom.

“Should we?” It is a matter of public policy. Courtrooms have a sense of reverence to them. Courtrooms are impressive to illustrate the importance of what they do: That is why judges wear robes.

Lederer notes that over time remote appearance technology has increasingly turned to remote witness testimony. This is usually done in civil trials because there is difficulty in criminal courts regarding confronting testimony against a defendant. Debate over whether government witnesses could testify remotely has long been part of the discussion. In some examples, such as a child sex abuse case, a Supreme Court ruling sets the precedent.

Among the uses of remote appearances involve court stenographers. However, there is already a shortage, and as Lederer points out, those in schools don’t seem in sufficient numbers to fill the need.

One experiment CLCT conducted involved remote court reporting, which used real-time text. It was conducted at CLCT to teach students how to do deposition practice. The text showed up in real time on an iPad. Lederer furthers that sign language and language interpretation is used a lot in the 9th Circuit in Orlando, which is the highest tech State Court in the nation. In British Columbia, he says, they use many remote judges. Social security disability courts have been using more remote appearances, as has North June/July 2019x

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Veritext allows their users, often deponents and attorneys, to video stream and to display the text of the deposition online.

Carolina Business Courts. King County, Washington, was an early pioneer of mental health court commitment hearings.

“One of CLCT’s primary focuses has been high quality video conferencing, and now courts can do things they have not been able to do before because of Skype, Zoom, etc. Now it pretty much just requires a laptop.” Previously courts were required to buy expensive hardware, but Zoom is free.

Webcams Save Time, Money Veritext Legal Solutions is one of those companies that offer remote services. Valerie Berger, SVP, Product Management and Marketing, points out that most of their clients are litigators. With the company’s flagship solution, Veritext Virtual, all that is needed to conduct teleconferencing, she says, is a laptop and a good Internet connection.

Veritext Virtual was born out of a need from the Tobacco Master Settlement Agreement hearings, says Rebekah Bryant, marketing manager with Veritext. “When Attorneys General from more than 30 states were scheduled to participate in monthly Tobacco Master Settlement Agreement hearings, they used Veritext for a remote deposition solution that provided them with video streaming, custom camera angles, exhibit display, and recording features. The results streamlined the hearings, provided flexible viewing options and saved taxpayers tens of thousands of dollars in travel costs,” she says.

“Veritext Virtual lets everyone involved in the deposition participate remotely simply by using their webcam-equipped computers or mobile devices with an Internet connection. Veritext Virtual lets you see and hear the deponent and all the other participants live without actually being in the room. No

more wasted travel time and expenses. It’s the most cost-effective way to participate in a deposition.”

The system offers cost-effective remote depositions and can include as many as 100 participants in a deposition. It is easy to carry out.

No downloads or setup is necessary; users simply log in to join the session. The system also allows for exhibit display for annotation with which participants can share and stamp exhibits, upload documents and make annotations live online, and delegate presentation control to other participants with ease. The system allows the user to see the deponent, questioners, and other participants just as they would if everyone were in the same room. It allows users to observe witness demeanor and participants’ body language.

Users can display the text of the deposition on screen and stop the stream on demand, scroll through the transcript, annotate, create case-

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specific issue codes and save it. No additional software is needed.

Veritext Virtual’s chat function allows users to interact with all participants or engage one-on-one with any participants simultaneously.

Audio, Web, and Video Conferences Haley of Compunetix further stresses the matter of moving defendants, which can be a costly task. He points out that it began for them when potential customers found a challenge and wanted to facilitate cost and offer effective arraignments. Judges in the Midwest driving from court to court was not cost effective. Every procedure had its own procedures, and customers wanted it simplified.

(In response, many jails now build facilities for hearings within the jail.) Compunetix began this service in Italy following a large mafia sweep. On its own, Compunetix was an audio telephonic platform.

scales in single port increments ranging from 12 to 1,000 ports.

Users pay only for what they need.

It is also easily expandable.

Applications such as Microsoft Outlook, Lotus Notes, and the Web browser provide the interfaces that make ConferenceManager2 accommodating for the end-user. Simple Web-based administration provides the flexibility users need to meet the organization’s needs.

Data Sharing Kris Hoy, director of Marketing at equivant points out that courts and correctional agencies can connect to and share data through equivant’s case management applications. Some key benefits of sharing data with case management applications include lessening the number of applications the agency user has to navigate, automatic updates from one application to the other (e.g., no need to reenter basic information like case number, par-

flow and to link from one to the other where appropriate. So, for instance, a person can be using JWorks in a courtroom and automatically trigger a remote service like video conferencing or court recording without having to deliberately move to that application and start it. Likewise, key data are automatically passed between systems according to business rules and mapping defined in a middleware integrator, like equivant’s IJIS Broker/Integrator.”

For corrections, equivant’s Northpointe Suite supervision case management can quickly peer into another application such as JWorks where the court’s cases are managed, with the two systems able to be “hooked” together. The Northpointe Suite component for inmate classification is integrated with several jail management systems (JMS) so that staff can easily access this evidence-based tool— and/or its recommended housing/program data—right from

CourtCall’s audio and video platforms make it more convenient for participants to appear in court without having to spend thousands in travel costs.

Since they partnered with ATI, they now offer video.

The ConferenceManager2 is the in-house audio-conferencing platform. It is designed to work within existing voice and data networks and available with a fully integrated Web conferencing option. The system is telephonic agnostic and

ticipant name, etc.), and access to all information from a single application like equivant’s Northpointe Suite or JWorks.

“Even though the data are likely stored separately and managed via separate applications, the systems can be integrated to match agency

within their JMS. For courts, equivant is supportive of the “component model” that is being collaboratively defined between the National Center for State Courts, the Joint Technology Committee, and the IJIS Courts Advisory Committee. This model is intended to standardize integraJune/July 2019x

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tion between a variety of systems that are used to support court case management. This doesn’t mean specific-system to specific-system.

Instead, the component model opens up the possibility of integrating almost any system with another by defining standard connectors for sharing. In turn, this means that a court can decide which component systems (e.g., courtroom tools, payment processors, online dispute resolution systems, efiling systems, etc.) are the best fit for their business and can connect them together more seamlessly and economically than has been previously possible.

Even though this component model is still rather new, work is underway nationally to start defining standard connection points and data elements.

Jail-to-Court Video Conferencing Robert Alvarado, Chief Executive Officer at CourtCall, says CourtCall “created the whiteglove, full-service remote court appearance industry in 1995.”

CourtCall provides access for participants in large urban courts as well as small or rural jurisdictions around the world. He furthers that CourtCall’s clients have eliminated trips to and from court, and in the process, have helped to eliminate the emission of tens of thousands of metric tons of CO2. “Our Audio Platform and our Video Platform are uniquely designed for the justice market, providing cost savings and improved access to courts, police and sheriff’s departments, corrections facilities and probation/social service departments, to name a few. “Our Video Platform is purpose built, secure, multipoint, and cloud-based. This

The CourtCall platform screen depicts a video conference involving multiple parties in a remote court appearance.

allows for caucusing/sub-conferencing, document sharing, screen sharing, chat, using document execution via Docusign (which offers more than a dozen applications for electronic signatures), and recording. There is no software to download as there is with mass-market or consumer products.”

In one instance, a civil trial in Toronto was set to commence in 10 days and required testimony from 11 witnesses across Canada, the U.S., Europe, Russia, and parts of Asia. Travel, accommodations, and legal expenses would have cost litigants upwards of $60,000.

CourtCall’s video platform was used for the 11 days of testimony.

Large screens in the courtroom allowed the judge to see participants online in their homes and offices. Witnesses were able to provide testimony without traveling to court. By allowing remote testimony, litigants in the case were billed a total of $1,418, spared the flight and hotel expenses that would have been required to bring each witness to court individually.

The trial realized a 98% savings using remote testimony, according to Alvarado. Use of CourtCall cost roughly one night’s hotel stay for

11 witnesses.

CourtCall also handles jail-tocourt video conferencing for Allen County, Indiana. The challenge was that initial hearings for new detainees required being driven from the jail to the courthouse and walking through a tunnel system to reach the courtroom. Inmates needed to be searched and medically checked by officers before being transported, thus involving labor and transportation costs. CourtCall supplied three web-enabled cameras to the courtroom: one for the judge, one for the attorney, and one for the prosecutor. Forty-two inch monitors in the courtroom allowed full public access to hearings. A camera is installed in the jail’s conference room across from the holding cell. The result was that a 90minute initial hearing often finished in as few as 20 minutes. Courtroom safety was improved, public distractions were minimized, and medical and contraband searches were eliminated. Operating costs for initial arraignments were reduced to $40 per day. Arraignment time decreased by 78%. There were also savings in fuel and transport time for inmates. Inmate transport to court was reduced by 50%. CT

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BY BI L L S C H I FFN ER, C O N T R IB U T IN G E D I T O R

NACM & CTC Conferences Offer Hi-tech Solutions for the Courtroom The National Association of Court Managers (NACM) Annual Conference and the National Center for State Court’s Court Technology Conference (CTC) are two important buying shows for court administrators on the upcoming docket. Here is a sampling of some of the new technologies and products, services and solutions that will be on display at these major events.

NACM, July 21-25, the Bellagio Hotel, Las Vegas dockets. Keeping our membership informed of the latest in court technology is one of our highest priorities. We are able to accomplish this with the great assistance of our sponsors and national experts,” he adds.

Software Technologies Courthouse Technologies develops software and technologies to improve the juror’s experience.

“The National Association of Court Managers, the premiere association for professionals, is responsible for providing members with quality education on current issues and trends impacting the third branch of government,” says Paul DeLosh, president, NACM. DeLosh points out that included in this year’s annual conference is an exhibit hall full of vendors demonstrating and discussing the

latest technology applications and software to assist court professionals in their work. And on the training side, he says, “A number of educational sessions will focus on emerging technology issues such as artificial intelligence, learning and data science, online dispute resolution, enhancing public access through technology, cybersecurity, national data standards for courts and the impact of autonomous vehicles on court

The company is a boutique software firm that uses its subject-matter expertise to provide courts with the newest automation and services. Its focus on “ease of use,” providing the most effective and efficient means of communication

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to jurors and enabling facilities to streamline their operations, add both convenience and save money.

1.877.685.2199, www.betterjurymanagement.com

Document Scanners Canon USA’s imageFORMULA series offers high image quality, leveraging years of developing highprecision optic technologies. These features, such as high-speed and flexible configuration options, are

tool, aiWorkSpaces, provides case analytics and workflow and enables the user to manage their court caseload through automated watch-lists, analytics, and tasks executed across multiple cases.

With anywhere access, judicial users can securely perform many tasks such as manage calendars, case dockets, and annotations, create and sign orders and perform analytics.

1.866.244.6339, www.mentistechnology.com

Jury Check In

reported to make converting paper to electronic documents easier. The company’s line of scanners has helped courts eliminate inefficient paper filing, streamline retention processes, reduce storage costs and ultimately increase productivity.

1.800.423.2366, www.usa.canon.com

Jury Systems Inc. continues to make the lives of jury staff across the U.S. easy and efficient, the company says. Its JURY+ Express Check-In module is reported cost

urable solutions, such as TrueFiling for efiling, CaseShare for consistent and efficient case assembly and ascension, OnBase by Hyland for workflow and aiSMARTBENCH

by Mentis Technology for eBench, to support every judge, clerk and the entire court in achieving a paperless case flow.

1.855.533.3366 www.imagesoftinc.com

Layered Case Management System Tybera Alpine case management system incorporates an indexing layer, which brings unique and innovative capabilities to the platform. This layer abstracts the data from the database, and as such, Alpine can sit on

Judicial Tools Mentis Technology Solutions offers judicial tools designed by judges for judges. As a judicial dashboard and eBench, aiSMARTBENCH empowers the judicial user to work more efficiently and effectively by leveraging the electronic case file. Another

effective and simple to use for both the jury office as well as prospective jurors. The JURY+ Express Check-In module allows jurors to check themselves in for jury duty at the courthouse. The software can be configured in a variety of ways depending on each court’s preference.

1.805.285.5800, www.jurysystems.com

Case Management Systems Trusted partners in elevating national courtroom efficiency with automation, streamlined operations and integration with existing case management systems, ImageSoft offers highly-config-

different data sources, and unify and make available all data as a cohesive and unified set of data. It allows all data in the system to be searched via a complex search language, which prepares the foundation for future natural language searching. The speed of searching is very fast, they note, comparable with Internet search speed due to the index.

1.801.226.2746, www.tybera.com

Ignition Interlock Devices Intoxalock has over 25 years of ignition interlock expertise and continues to be a leader in the industry with reliable devices, conJune/July 2019x

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venient locations and unbeatable customer support, they say. With customers in all 50 states and more locations than any other ignition interlock provider, Intoxalock makes the process quick and convenient. The company has a location within 15 miles of over 91% of all customers.

1.844.677.9243, www.intoxalock.com

Case Management Software

payment solutions across multiple channels for the web, mobile devices, bilingual IVR and call center, phone, counter POS and retail locations for local government. By interfacing back-office systems and third-party applications with their integrated payment software, they help government agencies improve civic engagement with reliable, secure and easy payment options. www.ncourt.com, 1.844.400.8881

Remote Appearance Platform The CourtCall Remote Appearance Platform gives judges, court staff, attorneys and other participants with efficient and

Electronic Filing Technology TurboCourt iFiling is said to be one of the most advanced, costeffective, configurable electronic filing technology for self-represented litigants, self-help centers

Justice Systems provides innovative software, services, and solutions for courts and attorneys across the nation. Its products

and courts. Their award-winning modular design guides filers through easy-to-follow online interviews, automatically selects and prepares the required forms

leverage leading-edge web technologies and include its FullCourt Enterprise court case management system, integrated imaging, e-payments, e-filing, jury management and much more. They note they combine innovative products with dedicated industry specialists that directly assist with implementing each of their court systems.

1.505.883.3987, www.justicesystems.com

that are custom-tailored to a court’s procedures and rules. This service offers 24x7 access, virtual self-help support, embedded quality controls and is ECF4 compliant.

1.877.260.1792, www.info.turbocourt.com

innovative audio and video services to facilitate hassle-free remote court appearances.

Requiring no special hardware, courts may connect using existing equipment and participants may appear from their offices, homes or other convenient locations.

CourtCall is particularly well suited for use in many pre-trial matters as well as mediations, arbitrations, expert or witness testimony, criminal arraignment and mental health hearings.

1.888.882.6878, www.courtcall.com

CTC 2019, September 10-12, New Orleans, Ernest N. Morial Convention Center

Payment Solutions NCourt is a leader in cloudbased technology that streamlines June/July 2019 20

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“As courts increasingly confront ‘disruptive’ technologies that are impacting their business processes, we are committed to making the education program at CTC 2019 focused on the future,” notes Jesse Rutledge, vice president, External Affairs, NCSC. “Get the latest thoughts and best practices from educational sessions across a variety of tracks. Tracks include nextgeneration courts, access to justice, public trust, future tech roadmaps, and security.”

According to NCSC attendees can also “get up to date with the latest advances in courts technology from established commercial partners and new companies pushing the boundaries of making courts better.”

Online Dispute Resolutions Tyler Technologies’ Modria is purpose-built for online dispute resolution (ODR), leading parties

step-by-step through an online process to resolve disputes as quickly as possible. Get out-of-thebox resolution flows and automatically resolve the most common— and historically time-consuming— disputes from debt to small claims to child custody and other complex case types. Real-time dashboards, pre-configured reports, and data export options help users stay on top of caseloads. cjsales@tylertech.com, 1.800.431.5776, www.tylertech.com

AV System With a focus on simplicity, flexibility and reliability, Notewise 3 by

Digital Signage

Justice AV Solutions (JAVS) is an innovative new platform designed for next level AV recording, logging, and playback, the company announces. Featuring speech timelines, time-stamped quick notes, speaker identification, and numerable customizable settings, Notewise is a cost-effective solution for recording the proceedings in the courtroom.

1.800.354.JAVS (5287), www.javs.com/notewise

The Mvix digital signage platform for courts has four main parts. First, court dockets for easily displaying daily dockets. By automating the daily docket, staff doesn’t have to print and post the court calendar every time case information changes. Secondly, wayfinding and directories for displaying directional signage (3D maps and digital directories) help

Case Management Software JWorks is a modifiable court case management system where what users see and how they interact with information is completely

configurable and can be easily tailored to roles, teams and individuals. The JWorks Caseflow Engine triggers guidelines, milestones, events and activities; workflow automatically assigns and routes tasks and deadlines. Designed to be responsive on any device, JWorks is quickly accessible on a smartphone, tablet, laptop, or desktop—at the counter, on the bench, or anywhere in between— serving up the information when and how users need it.

1.800.406.4333, info@equivant.com

visitors and staff navigate the court facilities easily and faster.

Next, emergency messaging/CAP alerts automatically display custom alerts from the court, or CAP alerts—such as amber alerts—from local and national sources. Lastly, the court announcements board generates court announcements and tips, such as how to file a claim, etc.

1.703.382.1739, www.mvixdigitalsignage.com

Digital Solutions CapturePro is a robust solution that enables digital capture and management of official court records, hearings, and other audio and video content. CapturePro’s

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processes to fit the product.

Instead, they work with them to configure the system to their needs. This includes courtroom processing, judicial dashboards, dynamic searches, public portals, and more, allowing the company to meet client’s unique needs now and in the future.

1.877.587.8927, www.journaltech.com

advanced features drive workflow efficiencies, integrate seamlessly to third party applications such as court case management systems, and are easy to install and use. It protects content in motion and at rest using robust security protocols, it populates the case list and starts recording with just a few mouse clicks.

1.905.948.8266, www.viqsolutions.com

Interactive Smartscreen Directories & Maps

Court Case Management System Web-based and highly-configurable, C-Track court case management system offers comprehensive functionality that enables endto-end court case management in any court type (trial and appellate); system administration to manage configurations, security, and rules engine automation; and an integration platform to share data among the various entities within the court’s ecosystem.

court’s ability to monitor, manage and assist clients. Clients are empowered to make positive behavior and lifestyle changes, comply with supervision terms and reduce FTAs. Empower your agency, case managers and clients with Catalyst.

1.949.260.3000, www.cfive.com

The Infax SmartScreen solution allows patrons to view court information with the touch of a finger.

Instead of asking court staff for assistance, patrons have instant access to directories, maps, public notices, the docket and more.

Patrons can even check in to alert court staff of their arrival for a calendar appearance or jury service.

This interactive solution can be completely customized to suit the needs of the court.

1.770.209.9925, www.infax.com

Case Management Software

1.888.728.7677, https://legal.thomsonreuters.com/en/forms/contact-sales-c-track

Automated Reporting Say goodbye to ineffective mailing, phone, web and kiosk reporting. CFive Catalyst takes automated reporting and client communication to a new level—for clients and courts. Catalyst’s unique functionality raises the baseline of a

Journal Technologies supplies case management software and products to courts, prosecutors, public defenders, probation and other justice agencies.

The company serves over 500 courts and agencies in 42 states and three countries. Its configurable, browser-based solutions do not require its clients to change

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BY DONNA R OG E R S , EDITO R

& & & %$ ("($ (& July meeting to help substance abusers access evidence-based treatment and restoration.

T

he National Association of Drug Court Professionals All Rise 19 Conference, a meeting that focuses on addiction, mental health and justice reform, will be held July 14-17 in National Harbor, Maryland. The organization, which is celebrating 30 years of treatment courts, will conduct discipline-specific breakouts, skill building sessions, continuing education credit training and film screenings. More than 5,000 attendees with treatment court backgrounds are expected to attend over 300 training sessions in 30 tracks. Treatment providers, legal professionals, child welfare service providers, recovery specialists and probation/parole officers are among expected attendees. They will also visit the exhibit floor, packed with firms that provide opioid treatment, case management solutions, monitoring technology and care management.

One of the highlights is a mentor boot camp planned by Justice for Vets. Since 2015 the National Mentor Corps initiative has helped train over 1,000 volunteer veteran

mentors across the nation.

In NADCP’s words: RISE is “a movement, a making of a way forward, about finding common ground and motivating a new way of thinking. “Whether you're a regular or first-time attendee, new to treatment courts or a seasoned pro, we invite you to attend this landmark event and join us as we march toward our mission of ensuring every individual in the justice system has access to evidence-based treatment and restoration.�

Here are a few of the exhibitors that will be holding court at RISE.

('%%' ($# ( ( '(" Smart Start has announced the introduction of BreathCheck.™ BreathCheck is a discreet, Bluetooth-enabled device that operates alongside Smart Start’s mobile app, testing the user’s breath alcohol concentration level as well as providing GPS location and video verification with real-time test results. Paired with SmartWeb,™ the company’s powerful case man-

agement tool, they report they will provide the best solutions to an alcohol monitoring program.

1.800.880.3394, breathcheck@smartstartinc.com www.smartstartinc.com/ breathcheck/

!%! & "(#' ($' Buprenorphine is used as a substitution drug for opioid addiction treatment but has a high potential for abuse and addiction. The EmitÂŽ II Plus Buprenorphine assay from Siemens Healthineers is designed for the qualitative and/or semi quantitative analysis of buprenorphine in human urine.

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The Emit II Plus Buprenorphine assay provides high specificity for buprenorphine and norbuprenorphine, no cross-reactivity to commonly abused opiates, and no cross reactivity relative to common interferants such as riboflavin.

Travis Graham, travis.w.graham@siemenshealthineers.com, www.siemens-healthineers.com/en-us/

( # !%"# & (# ' # (& #$# ( ($' FEI Systems, Inc. is a leading provider of case management solutions, including more than 50 screeners & assessments, in the behavioral health market, supporting several state and county

case manager, supervision officer, or treatment provider. katie.brachel@equivant.com, 1.800.406.4333, www.equivant.com

% # ( & " % "'& % ' #"( and value for law enforcement and corrections agencies. Since 1994, we’ve been assisting government agencies and correctional service providers worldwide, sharing our priceless expertise, unparalleled experience and unmatched technological knowledge to bring peace of mind to communities and the people whose job it is to keep them safe and secure, the company says. contact@attentigroup.com, 1.866.213.0240

$'( "#'( & % '!%$

approaches to problem-solving and accountability courts. FEI offers solutions to support a range of court activities from basic court decisions to extensive case management and electronic coordination and secure data sharing with other behavioral health and social service entities.

Jennifer Conrad, VP–Behavioral Health Business, Jennifer.Conrad@feisystems.com, 443.270.5148, www.feisystems.com

( '"%$! & %$!'%"!$

("'! ( Attenti’s mission is to create a positive social impact by providing innovative electronic monitoring solutions of superior quality

The Northpointe Suite Specialty Court System from equivant comes complete with industry-leading risk/needs assessment, case management, and statistical/reporting tools to provide the most complete specialty court solution available today. Together, the Suite’s integrated components address riskneeds-responsivity considerations for eligibility, programming, treatment, and monitoring based on underlying criminogenic needs of both adults and youth. Assessment data flows seamlessly to guide the team’s detailed case plan, treat-

ment strategy, milestones, and outcomes. The system easily consumes lab results and other data and allows for team collaboration.

Personalized views allow users to access the information they need— whether judge, docket coordinator,

Connexis Case from Integrated Management Solutions is said to be the only all-inclusive solution for drug court case management.

Cloud-based, it was designed specifically to digitally connect drug court team members.

Randomized drug testing, home inspections, GPS photo check-in, incentives and signed sanctions,

group scheduling, alerts and notes can all be done from a phone. The company says they believe in and are dedicated to the specialty court movement.

Ken Taylor, president and CEO, ken.taylor@ims-trident.com, 1.888.946.5227, www.ims-trident.com

#'!($'& %$!'%"!$ Cordant Health Solutions provides tools for monitoring behavioral health, chronic pain and criminal justice cases. The company reports its unique pharmacy and drug testing programs provide accurate, actionable results to protect prescribers, hold patients accountable and optimize quality of life. As a leader in quality stan-

dards, its testing protocols and digital case-management tools help clients become more efficient and effective when monitoring patient adherence, reduce risk and improve patient outcomes. www.cordanthsolutions.com

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BY G .F . G U E R C I O, C ONTR I BU TI NG EDITO R

Push the Potential of Your CMS

Education in action at Tyler Technologies is through webinars, user groups and an online learning resource, Tyler University, as well as other options.

Get the most out of your information management software by learning how to take full advantage of all it offers.

It’s like when someone shows you how to swipe text on your Android and you realize how much time and energy you’ve wasted tapping away. Or, frustration rules when you keep forgetting the key command to cut and paste on your new Mac when you are used to a PC. Information management providers strive to prevent or help with these issues when it comes to the features and functions courts use everyday in a case management system (CMS).

Up until a few years ago Sue Humphreys, equivant’s director of Industry Relations, relates how she could count on her hands the num-

ber of courts that took full advantage of a workflow feature. For 20plus years, CourtView included the ability to automatically set and send reminders and schedule next steps based on case activity, an early rendition of workflow that’s been in the software since the mid90s, she says. “Now, I’d be hardpressed to find a single customer without it in place and likely even accessible right from their dashboards.” Even so, as they migrate customers from CourtView CMS to the new JWorks CMS, where workflow is now a core component, she notes, “I’m noticing that courts are again reluctant to unleash the full potential of workflow and tend to

embrace it mostly for simple task assignment and tickler tracking. It’s not that they are using it improperly, but it can do so much more.”

Most time-saving features are immediately adopted by courts of all types and sizes, Humphreys adds, but the biggest detriment to adoption is when the functionality impacts policy or process or changes the way it has always worked. “We find that most customers aren’t opposed to change per se, but when it comes to ageold procedures—well, those take time to re-imagine, build consensus, configure and test the software, train staff, implement the changes, and track measures and June/July 2019x

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outcomes.” That’s more easily accomplished if the court is already taking on a major transformation, she says, like a full CMS migration where staff is primed for improvements to just about every business process. “It’s when significant enhancements are introduced with a general software release that we see courts falter a bit with adoption.”

Humphreys explains that you can’t just lob new features at courts without a plan for how they will adopt those changes. “Often, that’s as simple as delivering plain-language release notes along with the software so the court can quickly digest what’s available.” And she says equivant accompanies every software release with informational webinars, called equivant Education, which highlight new features and configuration tips.

These are conducted live and attendees are encouraged to ask questions and discuss implementational ideas amongst themselves. And, “all webinars are recorded so anyone unable to attend can easily access the recording in the customer portal,” she adds.

Equivant also hosts more indepth, free training sessions a couple of times a year around the country. “These sessions provide a much deeper dive into all the new functionality that’s been introduced over the past year or two and we make a point of covering items that date back further if we see a low adoption rate for something we know to return a big payoff.”

Humphreys says another great way to keep up with functionality is to schedule periodic operational reviews, “so we can observe current operations, identify any weaknesses or areas for improvement,

A screen depicts DuProcess software by Alliance Renewable Technologies.

and suggest how those improvements can be made using existing software functionality.”

Having a strong user community is also very helpful, she says, detailing how court customers meet regularly to exchange ideas and have been known to host open houses and even share staff as a means of helping one another implement new process or demonstrate novel ideas for utilizing software. “In fact, courts helping courts is probably the most successful method for keeping up with changes because most software features shine the best when they are viewed in live operation at a trusted court.”

With some municipal courts, Tyler Technologies Courts & Justice Division has also noticed that tools designed to help resolve cases quickly and effectively are being underutilized, notes Michael Kleiman, director of Marketing. He says these online tools, which include online case resolution tools, online case records tools, engagement tools, and accessibility tools, were built to help take pres-

sure off the courts and empower citizens to take ownership of their court experience.

“At Tyler, we try to take a proactive approach,” he says. “We continuously work with the courts that use our CMS to ensure their personnel have the latest skills and knowledge to get the most out of their system.” Kleiman says their service teams proactively communicate with court clients to let them know about the latest advancements and features that have been included in recent updates.

In addition, Tyler provides a variety of learning opportunities for both staff and personnel to get more information and training on various topics, according to Kleiman. Learning opportunities include webinars, which occur online multiple times a year, along with user groups that bring personnel together in-person to get hands-on experience and give realtime feedback to product teams.

“We also have Tyler University, which is our 24/7 online learning resource where IT staff and court

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Equivant’s director of Product Management, Sherry-Lynn Agcanas-Wolf, discusses new software with court staff at a regional training event, one of several ways equivant keeps customers informed of features and functions.

personnel can learn about Tyler software at their own pace, on their own time.” And Tyler Community provides a place to ask questions of support staff and is also a destination for peer-to-peer information.

Hand-in-hand is the approach to training described by ImageSoft’s Vince Hanson, director of Sales & Marketing. “We walk alongside our customers on their journey through digital transformation by doing on-site assessments of procedural and infrastructure needs, scheduling routine meetings while building the solution to keep customers informed about each step and the functionality, and provide one or two on-site training days to ensure all users are comfortable with their new way of working.”

Court personnel are usually too busy to explore the functions and features of a system, he says, adding that the best thing that

ImageSoft does to help users keep up is to actually walk users through their functionality capabilities and then observe them working in the system. “Doing so has allowed us to save users minutes or hours each day by showing them built-in features that are useful for their daily tasks. Often, users don’t think to mention these tasks during the initial discovery phase because they aren’t aware that we have software features that address them.”

As with any system, Hanson notes, “there are far more functions available to a user than you can practically train on a new system or with new users.” Common under-utilized features include meta-data searches performed across case files where users often forget to apply filters, despite its convenient location next to the “sort results” button, that refine

results, he says. “Filters save users from wasting time wading through a large set of results. For instance, you may want to see only orders by a particular judge or filter civil cases within a certain dollar range.”

To help, ImageSoft’s customer care team provides Solution Health Checks (SHC) to all customers, Hanson relays. “SHCs are conducted over a two- to threehour conference call with our Solution Health Check Specialist who works with your team to uncover any existing or potential issues and discuss solutions.” New customers and those at the beginning and/or end of projects will always receive a SHC, but annual checkups are also recommended.

“We also host an annual customer networking event called Velocity, which consists of one full day of OnBase training followed June/July 2019x

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by one full day of hot-topic sessions.� The environment brings together thought leaders from across the nation and provides an atmosphere for customers to learn, collaborate and network, Hanson says. Finally, “CommunityLIVE is another annual event which hosts thousands of users, solution experts and thought leaders to engage and support continued efficiency efforts.�

When it comes to continuing efforts, it’s important to recognize that training never ends with an evergreen system like C-Track from Thomson Reuters Court Management Solutions, notes Kendall Smith, business develop-

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Art Signworks .........4 cFive Solutions, formerly Capita Technologies .......23 Computing Systems Innovations .........21 CTC 2019 .................2 Equivant .................17 JAVS........................11 MVIX ........................7 NACM ....................31 Ontario Systems ......5 StunCuff Enterprises, Inc. ....6 Tyler Technologies .......32 This advertisers index is provided as a service to our readers only. The publisher does not assume liability for errors or omissions.

ment manager. As new features are released, new modules are created addressing different workflows, and even new integrations are developed to connect systems and data exchanges, so the opportunity to continue learning and developing expertise is ongoing, she says.

Underutilized features are often due to workflow changes or configuration changes based on new statues and changes in personnel or job roles, Smith explains. “As new people come in, or people change roles within a court, we see spikes in usage and questions/training needs to help onboard those new people and/or new accountabilities.�

In addition to initial training, Thomson Reuters offers ongoing refresher training to help users develop expertise over time and master their skills. Says Smith, “We have found a train-the-trainer approach is a highly-effective way to manage training and on-going support.� Through in-house training staff, court users can lean on their peers for reminders and howto support. That training is successful, she explains, because users are getting the information delivered in the right context and applicable to their own court procedures and vocabulary. Other forms of ongoing support are customer emails and newsletters spotlighting new feature releases and helpful tips each quarter.

Similar ongoing support is integral to Alliance Renewable Technologies: “Our core foundation is based on the understanding that customer support is more important than the initial sale,� says President Rex Arnold. “While we do host a web portal for end users to log issues, we provide a call-in phone support line as the primary commu-

nication method for our customers.�

The phone help line is answered by a DuProcess expert, he adds.

Because of this methodology the majority of support calls are resolved in the initial call, Arnold notes. “Having an expert that understands not just the software but the way the specific customer uses DuProcess in their business makes the interaction far less stressful for the customer and the resolution generally much quicker.�

In addition to direct phone support they also provide email, online tickets and online chats.

But, Arnold says, less than 5 percent of support requests are received other than by phone. “We have found in our business that direct individual interaction is the most successful method of taking care of our customers.�

Because taking care of customers taking care of business is the primary goal of information management systems, the phone line, webinars, training sessions, newsletters, peer portals and more, are all part of the repertoire to take full advantage of all the offerings to help push the potential of your CMS. CT 1$0*1$20,+ 1$*).,1+0-1+.)-. 0 !, )+.&0 / / ###&0,+ 1 2 !, )+./-1*&0%%%/2 !, )+./-1* (2$0 2-"+1(1 ,2'0 1!$.'0 0 !'.,-2 , ,',1+&0 / # / & - ')(2' . (2$.2-"/-1*& %%%/. (2$.2-"/-1*

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