Organisations working in civil justice will wither unless they adopt lawtech, according to a new report from the Association of Consumer Support Associations (ACSO).
ACSO’s Technology and Innovation report is published to coincide with the arrival of new Master of the Rolls Sir Geoffrey Vos, who is a noted proponent of technology and digital solutions in civil justice.
ACSO executive director Matthew Maxwell Scott said that while the law wasn’t the most obvious place to look for technology and innovation, “the chaos in civil justice caused by the pandemic has put rocket fuel into the lawtech engine”.
He said: “Lawtech can increase efficiency, reduce costs and tackle the problem of incomplete or asymmetric consumer information. Technology is fast becoming the critical component to many claims processes.”
“Law firms and other claims organisations who fail to invest in technology will struggle to survive in a commercial landscape being shaped by changing consumer preferences, government reforms and other regulatory impacts.”
The ACSO report carries a number of recommendations for regulators and organisations, but the key finding for all parties is that consumers need to be at the heart of innovation—both as users of technology and in the context of regulatory safeguards.
Maxwell Scott said: “Technology has helped keep the wheels of justice moving during the pandemic, for example through remote hearings. Even arcane practices such as sending payments by cheque are finally being consigned to history. Once the pandemic ends, we must not simply turn the dial back and tell consumers that they have to go back to face-to-face appointments and bundles of paper just because it suits some people’s business models.”
He also cited the use of alternative dispute resolution (ADR) technology as a means of achieving quick settlements, avoiding lengthy delays for cases to come before the courts.
“While ADR is widely used as a dispute resolution tool in other industries, including communications, energy and finance, its use is patchy in civil justice. With the support of the senior judiciary this could and should change.”
The report makes 14 recommendations, for both regulators and the claims industry.
For regulators of legal services:
- Actively anticipate issues and provide guidance;
- Reflect upon regulatory and auditing processes;
- Provide clarity on liabi