Overview
Public Legal Aid is generally not integrated with the back end Law Office, effectively creating a gap in citizen services as the citizens connect with the legal aid department only via a phone call. Lack of a centralized application where the client’s legal case details, related information and services can be managed, viewed and tracked. Different tools are used to generate various forms of communications to clients and external practitioners. Without an intelligent self-help guide application available for the citizens, the Legal Aids departments experience a lot of phone calls from the citizens over the FAQs or case related details which could have been resolved without any manual intervention.
Key Features & Functionality
Coforge has created a case management and customer relationship management solution along with service portals for interaction between the clients and the Legal Aids department’s CSR users/office managers to provide legal assistance through the inhouse or external practitioners. The Client Portal is aimed to be a digital one stop shop for clients to access their case information and manage their legal matters. The solution covers the features such as real time updates on grants application, appointments and access to correspondence and supporting documents and relevant resources and thereby helps the clients / practitioners preparing for their appointments and court attendances. Coforge has built a Chatbot with NLP so that it can intelligently assist the citizens to help remediate their legal problems without any delay. The Legal Aid solution, built using an intuitive Appian case management platform for the internal or inhouse practitioners or office managers or Legal Support officers (LSOs) to search / create the client 360-degree profiles for an individual / Organizations. The solution helps users capture the Client’s problem statement (Matter) and provide the appropriate solution(services) through: