Transforming Legal Aid Services in the Public Sector through Digital Innovation
Overview.
A leading legal aid organization in the public sector faced significant challenges with their legacy case management system. Manual processes caused substantial overheads and hindered their ability to deliver swift legal services in criminal, family, and civil law. The mission was to transform this cumbersome system into a modern, efficient, and client-centric solution to meet the increasing demand for legal services
In the public sector’s legal landscape, where the balance between efficiency and justice is delicate, a leading legal aid organization faced significant challenges. Their legacy case management system was bogged down by manual processes, causing substantial overheads and hindering their ability to deliver swift legal services. This included areas of criminal law, family law, and civil law, where the demand for legal advice, court assistance, and family dispute resolution was everincreasing. The mission was clear: to transform this cumbersome legacy system into a modern, efficient, and client-centric solution.
Solution.
To tackle this monumental task, Coforge deployed its expertise to create the CCMS application, aiming to retire the outdated CASES and LawDocs systems. This new platform was designed with the user in mind, providing a comprehensive suite of tools for client and case management that includes:
Client Management for a holistic view of client records.
Matter Management to streamline legal proceedings. Service Management to efficiently allocate legal aid resources.
Service Management to efficiently allocate legal aid resources.
Listings Management for better court scheduling.
Task Management to keep all legal work on track. Document Management for a paper-light office environment.
Document Management for a paper-light office environment.
Family Disputes Resolution (FDR) with booking and auto-allocation features for quicker resolution times. Pega BIX/Reporting for insightful analytics and reporting
Pega BIX/Reporting for insightful analytics and reporting
The Impact.
The introduction of the CCMS heralded a new era for legal aid services:
Maintenance and servicing of over 1.5 million client records as a single source of truth.
Delivery of 150,000 services per year with a daily processing capacity of 500+ services.
A productivity leap from 60% to 95% among solicitors and private practitioners. – Reduction of manual intervention in FDR from 3 hours to 30 minutes.
SLA time for FDR booking slashed from 8 minutes to 1 minute.
Intake form and CABS appointment processes streamlined, reducing overall service level agreements from 4 days to 30 minutes.
Key Milestones Achieved
Transition to a digital and paper-light office environment. Enhanced access to legal services across offices, outreach locations, and courts through mobile and hybrid devices.
Enhanced access to legal services across offices, outreach locations, and courts through mobile and hybrid devices.
Through the deployment of the CCMS, the legal aid organization has not only increased its operational efficiency but also significantly improved its service delivery, ensuring that justice is accessible, swift, and effective for those in need.
