Public Filing Operations

Empowering Customers

Across the nation, in-person and virtual assistance to court visitors has replaced the information research function of law libraries in courthouses. Services provided by the staff include providing court forms and procedures, giving instructions, and making referrals of litigants to access various resources and services offered by the Courts and various community assistance organizations. Mediation services are also offered to assist litigants in resolving disputes.

Court proceedings have been systemically adjusted to streamline public interactions using online tools and remote processes. The most apparent changes in public access to court services can be seen in transforming traditional courthouse services into interactive centers. These include virtual customer service interfaces through online portals and in-person assistance in a public access and resource center.

75%

of Family Law and Civil Cases have Self-Represented Litigants

Court spaces should have room for and the requisite technology to allow individuals to participate in hearings, query case management systems about their case(s), file documents, and obtain information about self-help services. Interactive remote participation requires computer stations with web cameras and microphones and should have some degree of acoustic privacy. Kiosks equipped with printers and scanners should be available for e-filing. Computers should feature shortcuts to the Judiciary website and legal aid and legal info sites for accessing online self-help materials. Self-help access should be located in publicly accessible areas near staffed clerical areas.

Technology and assistance should be provided from the courthouse and through partner agencies in the community.

Public Filing Operations

Electronic filing and case management processing will lift the physical restrictions and limitations of paper files and paper-based work processes. Future e-court operations will change the office workflows and impact inter- and intra- space adjacency relationships within or between work units/divisions. The space layout in traditional paper-based clerk offices includes public windows/counters at the front adjacent to the main office in the back, following the paper trail. This model is not a requirement in an e-court environment. Public service windows/counters can be separated from the office to which they are affiliated. Further, some courts are implementing virtual clerks who can be located anywhere. Customers can use virtual clerks whether they are in the courthouse or off-site.