Responsive, reliable, open and fair: Practical steps to trustworthy justice services

Improving responsiveness

Understanding the determinants of trust in different branches of the justice system - Citizens engage differently with criminal justice, civil justice, administrative justice, police, etc. Each system bears its own challenges and issues and affects trust levels differently. For instance, in France, public consultation on justice sought to understand citizens’ opinion on the role of judges in the areas of civil and criminal justice.

Understanding citizens’ legal needs at the national and sub-national levels - Implementing effective justice policy starts with a clear understanding of the country’s legal needs. Many countries have relied on “legal needs surveys” to identify the legal and justice needs of citizens (especially in civil, family and administrative justice). Such surveys have now been carried out in more than twenty-five advanced and emerging economies, including at least nine OECD member states, as well as a number of developing countries. Other countries, such as Mexico, have used an extensive consultation process to identify the everyday legal needs of citizens across every state.

Understanding citizens’ justice pathways and experience - Some countries are mapping real experiences of citizens and carrying out regular user satisfaction surveys to better align services with citizens’ expectations. In turn, countries are expanding dispute resolution options within and outside courts and tribunals, making courts and tribunals multi-service centres, developing specialised tribunal- and/or community-based triage systems.

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