Communications and Customer Service Subcommittee Minutes 2/8/06 Next Meeting: There is a full Commission meeting on Monday February 13 9-10 am at the Legislative Office Building in Concord (on State Street directly behind the statehouse) Rooms 210, 211 (or 201, 203) Meeting Open Larry opened the meeting by announcing the upcoming full commission meeting dates. There is a meeting this coming Monday where all the committees will have an opportunity to break out into groups to discuss and finalize their proposals. Larry suggested that the group walk through the draft prepared by Mike C. to prioritize recommendations – said that we need to identify key recommendations and to be frugal. Meeting – (this discussion took place as Byron wrote ideas up on the white board - the group was formulating a list of recommendations that appear below.) Dick suggested that we recommend the court designate a tech group to move forward on implementing and integrating new technologies into courts. Jeff – suggested that we be more specific than that, that we say, suggest, A, B, C happen. For example – get the courts to do online docketing, scheduling for the public to access – including allowing pro se people to have access. Terry – there are several tech committees already in the court. The new odyssey case management system is currently being used in the concord district court – went live last week. Says the new system has the ability to control conflicts w/ judges, and could do so with attorneys, however, they just say that is a feature to be added down the line – that is what they always say and it doesn’t happen because there is never any money. However, the courts need to keep attorney schedules so they know if there is a conflict with another court. There is a tendency to look at internal things and not at the big picture of how the court can serve the public. Larry – we need to be as specific about our recommendations as possible Dick – what about saying that the court needs to do these things within a time frame like 5 years? Jeff – everyone needs to be up and running on odyssey before implementing these global solutions. Mike C. – implementation of a system-wide computer system w/in (?) Ray – there are two components to the site: internal and external. There is no one updating the court’s website. I went to NJ site and other states that have so much more. Byron – do we make recommendations about he website? How about improve functionality of the court website? Dick – is the tech committee currently active? Terry – there are a couple of tech committees Mike C. – we could also eliminate the travel for attorneys. Jeff – we can use teleconferencing to reduce physical appearances at the mandated court hearings Dick – the issue of ownership in the idea of implementing technology. Is there something we can say to reactivate the tech committee and have it report back to the chief? Jeff – if there is one person who will get it done is the chief. Mike C. – who don’t we say in report that the chief report back to the committee regarding progress on implementing the tech recommendations? Byron – what recommendations do we want to make regarding greeters, ombudsman, case managers?? Jeff – 2 can be grouped together 1. greeters and case managers; 2. ombudsman. Larry – is there a complaint desk at the court? Terry – they have talked about it. Ray – suggest a support desk – look at NJ idea Mike C. – maybe we could create a bar association group to staff it a morning a week? Jeff – you are looking for someone who is trained to answer questions. Ray – in AK – they have attorneys and law clerks available for consultation during set hours on set days. Byron – if someone uses it too much – you may have to cut them off. Mike C. – AK would take someone w/ training to do. Retha – what about the hours of operations? We have the issue of scheduling everything at 10 and 2 and the issue of more flexible hours. Terry – we need night time hours. Ray – they need to be standard. Mike C. – fixed, but flexible. Dick – has salary been examined? Terry – there was a workload review. Dick – there is a personal adjustment fund available in government w/ reclassification and that is where the money is drawn from. Ray – the national center came in to review the supreme court’s structure and salaries – and to reorganize. They got different labor grades, reorganized and moved everyone up. Terry – people who want to be compensated should also have incentives to climb up the ladder through education. Dick – why don’t we suggest to establish an outreach and education plan that targets internal and external audiences. The group prioritized the following list of recommendations: Recommendation #1 Designate a greeter at each courthouse and a case manager in each judicial facility; set up a 1-800 helpline Create a court-wide office of the ombudsman Fixed and non-traditional court hours Create judicial facilities with greater attention to litigant needs Recommendation #2 Implementation of system-wide computer system within 2 years Improve functionality of court website Make better use of video/teleconferencing to reduce physical presence at court mandated hearings Recommendation #3 Review staff compensation structure to assure recruiting and retaining a well-trained and qualified staff and adequate staff facilities Recommendation #4 Establish an outreach and education plan that targets internal and external publics Byron will compile a draft recommendation based on these ideas and based on Mike C’s draft. He will get this to Mary and she will distribute it before Monday’s meeting.