jms innovation
DESCRIPTION
The successful implementation of JMS (Jury Management System)TRANSCRIPT
A Case Study in Innovation, User Experience & Service Design in Government.
The NSW Jury Management System (JMS)
Context
Problem “old JRS system”•Ailingandoldtechnology•Needtorespondtolegislation
requirements•Informationishardtofind&
understand•Poorresponsetimes•Frictionandtension
Opportunity “new JMS service”•Needtoimprovetheposture
with NSW public with modern, accessible and responsive services•Consistent&clearmessagesandeasyaccesstoinformation•Enablepublictoengageattimesthatareconvenient(self-serviceopportunity)•Continuouslyimproveservices
BeforeNoticeofInclusion
“IfyouareonaJuryRoll”
“I never received this”
“What do I do?”
Inconvenient
Excusals
Call-Centre/ Back Office
“Noinformation–pleasecall back tomorrow”
“Send additional information”
Summons
“You are required to attend court”
“Thisisconfusing”
“This is a nuisance”
Attendance
“Your Panel is required”
Wasteoftime–and long waiting periods
“When?”
“Where?”
Empanelment
“Are you able to serve?”
Orientation &
Induction
Confidence/CivicDuty
“Solemnity”
180 000+ProsPective jurors
75 000+jurors
130 000+summoned
32 652+jurors
9 750+jurors
Lifecycle Stages
Touch points
Message
Jurors
Volumes Per Year
Emotion
Summons Stage Excusal & Attendance
P
P
AfterNoticeofInclusion
“You are on a Jury Roll”
“Great, I can tell you my inconvenient dates”
Inconvenient Dates
Self-Service Online
juror.nsw.gov.au
“Personally I’m more likely to go online.”
Accessible
Caterfortraditionalandoff-lineprocesses
Summons
“You are required to attend court”
Clearinformation
Consistent message
Attendance
juror.nsw.gov.au
Google Maps
SMS Reminders
Easy to access information
Reduced time
Empanelment
juror.nsw.gov.au
This is an interesting
experience
Confidence/ Civic Duty
“Solemnity”
180 000+ProsPective jurors
tBdjurors
130 000+summoned
tBdjurors
tBdjurors
Summons Stage Excusal & AttendanceMobile-First
Lifecycle Stages
Touch points
Message
Jurors
Volumes Per Year
Emotion
P PP P
PP
PP
user-centredmodern
service-designmobile-first
UX
accountabilityimprove posture
design
leadership innovationdelivery-focus
continuous improvement
accessibility
quality assuranceopen standards
diversity
agileOn-time
team
collaboration
integrity
ThebenefitsofincorporatingUX throughout the entire project life-cycle(end-to-end)resultsineffective service delivery:
•Satisfiedusers(bothpublic and staff)•Lowon-goingmaintenance
and support costs•Lowtrainingcosts•Meetingprojectobjectives (on-timeandwithinbudget)•Innovationsareunderstood
and embraced constantly
Embracing user-centreddesign
Real need to gain an understanding oftheoverallcontextofuse
•GainanunderstandingofStaffandJurors–theirtasks,aspirationsandfrustrations.•Definetherequirementsandmake
appropriate decisions about the correct technology•Thisalsomeansnotbuilding–orbuying–unnecessaryfunctions
DeferringTechnology Decisions
“Time spent in reconnaissance is seldom wasted” –SunTzu
•Technologyneedstobedemystified•Itisanenablerandautility(like
water or electricity)•AnAgileapproachusingopen-
source constructs enables the design proposition to be met effectively•Satisfiedusers•LowSupportandTrainingcosts
Open-Architecture… scalable, robust and reliable
•Open-sourcetechnology is so pervasive (and cheaper)•Open-sourceenables
agile adaptions and better services•Opensourcebetter
suits the Cloud•Technologyisautility
(like water and lights)
•Proprietarysoftwaresimplydoesnotfitthe business case•Proprietarysoftwarehasa‘lock-in’totheupgrade path•Customisationsare
expensive
/
•Enablea“Lean”(start-up)teamtobe embedded in the business•Fostercreativitythroughanopen
hierarchy with direct access to the business•Promotecontinuouscollaboration
Team organisation fostersinnovation
Team is collegiate and supportive
Self-organising
Involve the business in product & service roles
Ownership and responsibility
Project Governance & Accountability–with a rigorous focusonDelivery
JMS Project Methodology
Product Sponsor Monthly Steering Committee
Service Owner FortnightlySprintretrospectives
FortnightlySprintPlanningSessions
Product Owner FortnightlyReviewSession
DailyStand-up
User Experience(Research & Test)
Quality Assurance(Product Quality)
Solution Architecture(Open Technology)
Continuous Improvement & Integration
Business Prioritisation (Product Backlog)
Delivery
Itismuchmoreeffectivetodesignforthe‘constrained’environmentfirst,ratherthantryingtobolt-onabloateddesignafterwards…
•Caterfortherapiduptakeofsmart-phones and tablet devices•Engagewiththepublicinamanner
that they understand•Ensurethatallfeaturescanbe
executed on mobile•BuildAccessibilityintothedesign•Ensureresponsivedesignand
adaptive content throughout
Designing forMobile-first
Projects are not deployed into a vacuum. Ensure that the solution is deployed into a context that continuously evolves and improves…
•Servicedesignispartoftheoverallapproach•High-aptitudeindividualswhoget
UX at every level•Solutionneedstobescalableand
robust (Solution Architecture)•Agilehasanecessaryoverheadanddiscipline–thisinvolvesprinciplesofcontinuousimprovement,continuous build, test and deploy •DevelopmentisfeaturedrivenandinformedbytheUX•Alldevelopmentistest-driven•Annotatedwireframesarevalidated
by UX testing•QAisembeddedintheoverall
process
Continuous Improvement
180 000+nois
Better placed to handle the high volumes
170 000summons/
End to End Service Design
self-service PuBlic interface
ivr automated Phone service
exPressjury assemBly room check-in
cloudenaBled
sms reminder service
Downing Centre Parrama%a
Previous•Paperbasedprocessing•Inefficientqueues&friction•AllJurorscards“pre-printed”and“pre-sorted”
New JMS service •Instantcheck-in•Jurorcardsprintedonthespot•Fasterjurorprocessing•Supportforpaperbasedprocessing–ifrequired
Service Design & Delivery
DowningCentre– Jury Assembly Room
•Improvedpanelprocessing–reducedfriction•Onthespotcheck-inandexcusal
determination •Improvedserviceandreduced
double handling •Automationandreductionofpaper
processing
JRS “Old System” New JMS system
Juror Processing time
3hrs 30minaverage Processing time
weekcommencing31/3/2014
weekcommencing7/4/2014
47minmon
47minmon
45mintues
36mintues
43minwed
37minwed
35minthurs
Lismore
DubboNew South Wales
OrangeParamatta
CampbelltownGriffith
Wagga Wagga
Albury
Nowra
Newcastle
Downing Centre
King StreetDarlinghurst
•Newservicewillberolledoutto31court locations across NSW•UXResearch&testingwas
conducted at highlighted locations
UX Coverage
JMS Compliance with WCAG Guidelines
The Web Content Accessibility Guidelines(WCAG)Version2.0havebeenmandatedforallFederalandNSW Government agencies and departments.
LevelAACompliance Dec2014
JMS is currently compliant toLevelAA
LevelACompliance Dec2012
WCAG2.0Published Dec2008
JMS Public Interface•Ease-of-use,‘ATM-like’•Extensiveusertestinginvolving
regional and rural settings•AccessibilityTestingtoensureWCAGLevelAA
Thankyouforyourtime