South African Legal aid system offers telephone advice for remote clients (page 17).
Summary of client usage of telephone / online advice for various NFP organisations (page 29).
Company provides telephone-based community legal advice – 70,000 customers (page 4)
Delivery of advice by medium (page 42 onwards)
Elawyering firms (those offering services via the web) need to consider the use of client extranets, and web enabled document automotation. Page 9
Combining digital applications with traditional human service is a way to increase small law firm profit margins, without increasing the amount of time that the attorney spends on each transaction. For many attorneys, liberation from billing on a time basis, together with the capacity to practice law anytime
and in any place, is a dream come true. Page 13
In state funded legal advice – methods of advice delivery in graph, broken down by type of organisation (page 21).
Interesting points about minimum standards that could be required for internet services
Possible proxy measure – what has happened to the ratio of offices to firms over the past 5-10 years? Decrease from 1.38 to 1.28 office to firm ratio between 2004-2009 but this could be a function of changes in firm sizes – page 22
Reports on the need for taking advantage of new technology for divert clients from the most labour-intensive and expensive-to-provide service of face-to-face counselling so that this service can be reserved for those who really need it, especially socially deprived people. The diverted clients would be expected to help themselves to a significant extent, rather than have full advice provided tailor-made to their circumstances Page 18
Recommends making Advisernet available to the public – page 19
Research report looking at the potential impact of ABS on geographical access -
Interviews with 15 stakeholders (existing providers and potential new entrants), found that:
“Face to face contact with a legal adviser is most valuable for cases involving highly distressed consumers (typically in family law), consumers with communication problems (e.g. where a client has poor English), consumers with some degree of mental impairment (e.g. certain elderly clients), consumers who lack IT literacy (frequently preference was made to elderly clients), the consumer attending court.” Page 20
Face to face contact with a legal adviser was described as not necessary for PI, will writing, conveyancing, and simple legal issues.
“The overall picture is that face to face contact is relevant to access to justice where a case is complex, particularly distressing, or involves a vulnerable consumer”. Page 20
Breakdown of methods of service delivery (face to face, phone etc) by type of legal advice entity provider (page 12).