Legal Aid NSW seeks to replace ‘inadequate’ client information system

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Legal Aid NSW is seeking a partner to provide an online portal to serve as a ‘digital one stop shop’ for clients receiving legal aid, replacing its current ‘inadequate’ system in the process.

According to a Request for Information (RFI), the portal should provide real-time updates on grant applications, appointments and access to communication, supporting documents and relevant resources to allow clients prepare for appointments and court appearances.

Currently, Legal Aid NSW clients have limited access to information, the NSW government legal advice agency said in the document, with existing arrangements deemed ‘unsuitable to meet our clients’ expectations for digital engagement. “.

According to Legal Aid NSW, examples of such shortcomings include long telephone wait times and clients being redirected to several different divisions before receiving the required information.

“As a result, they sometimes miss their important appointments,” the document notes. “It creates stress and anxiety for them because they are already in an unstable or vulnerable situation.”

The implementation of the global portal is an ongoing process, with Legal Aid NSW having already implemented a grant tracker in August 2020.

Through RFI, the agency intends to conduct research into potential market solutions to support a portal for external clients, as well as application programming interface (API) technology. ) of the agency and its existing Microsoft Azure middleware.

The RFI is open until May 31.



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