Anticipating Service Demand

Anticipating Service Demand and Customer Convenience

A fast-speed, real-time, and high-quality e-court environment will significantly transform inner court business processes and require new views of the public interface. The court spaces should be planned or upgraded with robust integrated technologies. Future court information and record management systems will permit real-time data sharing among departments and promote public access through various platforms and information portals.

Evolving case management systems will enable courts to efficiently manage and schedule business services to the public. More nimble, staggered court dockets can mitigate large public gatherings in courtrooms and lengthy wait times for litigants. Future courtrooms should be designed to allow for in-person and virtual hearings. Video and audio recording systems in courtrooms, hearing rooms, judges' chambers, and conference/meeting rooms should be planned. Systems allowing visitor check-in notifications should be provided for highvolume courtrooms and public counter assistance. Staff should be scheduling customer service appointments and managing customers dynamically by communicating in real-time using applications and text messaging.

OPPORTUNITIES TO IMPROVE CUSTOMER SERVICE & THE USE OF SPACE

SCHEDULING APPOINTMENTS can control building occupancy and reduce peak traffic inside the courthouse.

SMARTPHONE APPLICATIONS facilitate scheduling and provide an opportunity to communicate with court users about their arrival times.

REMOTE CUSTOMER SERVICE appointments via phone or video conference can also be scheduled.

CHECK-IN KIOSKS can be tied to the courtroom calendars directing the person to the proper courtroom and notifying courtroom staff that the person is present and available.