Please briefly describe the initiative, what issue or challenge it aims to address and specify its objectives. (300 words maximum)
This initiative aims to ease the Supreme cases registration process for Lawyers. As a unique and unprecedented service in the Middle East, lawyers can file a whole Supreme case without any human intervention from the judicial institution's staff (Ras Al Khaimah Courts Staff) through advanced electronic procedures of e-cases registration, were they can sign in to Ras Al Khaimah official government portal through national smart and digital identity (UAE-PASS), retrieve the base case data automatically, attach all documents related to the case, sign the application form electronically and pay the fees calculated using case-based AI mechanism electronically in order to register the case automatically and receive official E-Announcement notification to attend the first hearing session through virtual video conference solution.This solution aimed to provide 24 by seven days’ access to justice, fast case filing and reduce case life cycle, reduce time and effort for lawyers and Courts and thus partner relation enhancement and cost reduction, reduce the need for paper and enhance registration process and finally increased Courts' eservice transformation to reach remote litigation and customer happiness strategic objectives.
Please explain how the initiative is linked to the selected category. (100 words maximum)
1- Doorstep delivery of judicial and public government service.
2- 24/7 availability for judicial and public government service.
3- Dispensed paper-based procedures and provided contactless operations.
4- Simplified the procedures for lawyers and clients.
5- Saved time, effort and cost.
a. Please specify which SDGs and target(s) the initiative supports and describe concretely how the initiative has contributed to their implementation. (200 words maximum)
Goal 5: Gender Equality.
Goal 9: Industry, Innovation and Infrastructure.
Goal 10: Reduced Inequalities.
Goal 16: Peace, Justice and Strong Institutions.
Goal 17: Partnerships for the goals.
The initiative was an important and effective part of the department's digital transformation strategic plan, as the creative ideas in the initiative helped to govern and simplify an important and essential judicial procedure and also to transfer it into an digital public service that lawyers can remotely benefit from it anytime and in anywhere it was also a main factor in achieving UAE and Ras Al Khaimah emirate vision to have “Paper-less Courts” and "Remote litigation", it helped in achieving predefined long-term goals and values in many areas such as business continuity and economic. The initiative was a good chance to create opportunities for RAK Courts clients to clarify and priorities the expectations efficiently and cost-effectively, etc.
b. Please describe what makes the initiative sustainable in social, economic and environmental terms. (100 words maximum)
1- Reduced the cost for both institution and clients.
2- Reduced the carbon footprint around the department.
3- Eliminate paperwork and thus environment preservation.
4- Saving humans health by providing contactless operations.
5- Ease of access to justice.
a. Please explain how the initiative has addressed a significant shortfall in governance, public administration or public service within the context of a given country or region. (200 words maximum)
The initiative helped in governing critical procedures in the highest court within the judiciary hierarchy in Ras Al Khaimah Courts by:
1- Verifying the identity of the applicants and make sure they are authorized to open Supreme cases by sitting solid rules and validations like what is the type of the applicants? Are they lawyers? Are they a party in the base cases? Are the base cases judged or still in-progress?
2- Enhancing data quality by retrieving the personal and the important base cases information from secure sources and reducing manual data entry as much as possible.
3- Using AI in determining the fees of the Supreme cases based on selections and case information entered by applicants and enabling electronic payment through different channels.
4- Redesigning the case filing process to be fully electronic and reduce the need to attend to Courts physically.
5- Enabling full access to justice for 24 hours seven days.
b. Please describe how your initiative addresses gender inequality in the country context. (100 words maximum)
Gender equality is considered very important in United Arab Emirates constitution and even though there are no major inequality issues to focus on it, Ras Al Khaimah Courts developed and provided this initiative taking into consideration the importance of reaching all community segments equally by allowing any authorized lawyer regardless of gender to open a supreme case and go through the same procedures in order to register it remotely.
c. Please describe who the target group(s) were, and explain how the initiative improved outcomes for these target groups. (200 words maximum)
Targeted audience and group: Lawyers.
This initiative helped in reducing the number of lawyers attending to Ras Al Khaimah Courts offices and it also helped in reducing the long waiting queues, as the mentioned target group can remotely register their cases without any hardcopies documents, filling forms or paying extra fees. The initiative in overall allows them to follow-up on the Supreme cases status and allows them to make detailed inquiry about their registered cases without visiting the department headquarter in order to reduce the cost, efforts and time for them. This initiative helped litigants to access all case documents from the primary case till the date of the inquiry, this have helped in reducing the number of document copies requests at the department headquarter.
a. Please describe how the initiative was implemented including key developments and steps, monitoring and evaluation activities, and the chronology. (300 words)
1- Set new customer experience vision and strategy.
2- Direct observation, personal interviews and real time feedback.
3- Designed a solution to fulfill the needs after "Internal Auditing" to check the quality of the procedures.
4- End-to-End testing for quality assurance.
5- UAT, pilot Go-Live and minor enhancements.
5- Users and clients training and public announcements in social media.
6- holds meetings with related partners to check their notes, observations and issues in order to address them in next releases.
b. Please clearly explain the obstacles encountered and how they were overcome. (100 words)
1- Identity fraud: Clients should visit the institution at least once to sign use agreement and to create personal authenticated accounts (implementing UAE-secured authentication login process).
2- Inaccurate data: Additional validation rules were implemented within the online procedures, like retrieving the personal and the basic cases information from secure sources.
3- Low level of technological knowledge for some clients: Intense training sessions, user manuals and support calls, WhatsApp and site visit support as well.
a. Please explain in what ways the initiative is innovative in the context of your country or region. (100 words maximum)
Cassation Civil Cases filing (registration) without any human intervention from institution's staff.
b. Please describe, if relevant, how the initiative drew inspiration from successful initiatives in other regions, countries and localities. (100 words maximum)
c. If emerging and frontier technologies were used, please state how these were integrated into the initiative and/or how the initiative embraced digital government. (100 words maximum)
1- Online webservices to retrieve cases information, parties information, documents and other data related to the case.
2- E-pad for employees and judges for signing any document.
3- E-Calculator for Supreme fees.
a. Has the initiative been transferred and/or adapted to other contexts (e.g. other cities, countries or regions) to your organization’s knowledge? If yes, please explain where and how. (200 words maximum)
b. If not yet transferred/adapted to other contexts, please describe the potential for transferability. (200 words maximum)
As judicial procedures are almost the same in many countries and regions, the initiative can be transferred and implemented in other similar institutions.
a. What specific resources (i.e. financial, human or others) were used to implement the initiative? (100 words maximum)
Software development which has been performed internally in a partnership with the government application development entity (Electronic Government Authority - EGA).The initiative cost would be mainly derived from the efforts of (Project Manager, Business officials, PBR official, Business Analyst, Developers, Quality Officers, technical supports and trainers).
b. Please explain what makes the initiative sustainable over time, in financial and institutional terms. (100 words maximum)
This initiative aims to layout a new electronic processes for cassation case filing in order to reduce time, effort, transportation for the lawyer, court Officials review, case filing, case archiving effort and thus reduce costs on both lawyers and Courts. The adoption rate of this initiative has reached a surprising rate of 91% during the first year (2019) of implementation and continued to improve where the adoption rate has reached 96% during the year 2020 until Oct. Both cost reduction and adoption rate and success of this initiative signified that this initiative will be sustainable and subject usage and improvement for further use in the future.
a. Was the initiative formally evaluated either internally or externally?
b. Please describe how it was evaluated and by whom? (100 words maximum)
Internally : Internal auditing team.
Externally: Judging committee from Sheik Saqer Program for Excellence (SSPGE)
c. Please describe the indicators and tools used. (100 words maximum)
For internal auditing the team followed the internal auditing methodology by major KPIs were percentage of registered online cases and age of registration. For external auditing, the initiative was evaluated by an external team through a personal interview with the court team and reviewing the system. The initiative won second place out of 10 nominated initiatives.
d. What were the main findings of the evaluation (e.g. adequacy of resources mobilized for the initiative, quality of implementation and challenges faced, main outcomes, sustainability of the initiative, impacts) and how is this information being used to inform the initiative’s implementation? (200 words maximum)
The most important notes were the lack of a marketing.
Please describe how the initiative is inscribed in the relevant institutional landscape (for example, how is it situated with respect to relevant government agencies, and how have these institutional relationships been operating). (200 words maximum)
This initiative has provided an alternative electronic process for lawyers submitting and filing a case in cassation court and thus it has replaced the horizontal process of cassation registration office and the case will be available for Court judges through a vertical electronic path which was integrated fully with the Court Case management system.
The 2030 Agenda for Sustainable Development puts emphasis on collaboration, engagement, partnerships, and inclusion. Please describe which stakeholders were engaged in designing, implementing and evaluating the initiative and how this engagement took place. (200 words maximum)
The implementation team used below techniques to engage all stakeholders and evaluate the initiative:
- Chief of supreme Cassation Court.
- Cassation Court Judges.
- RAK Courts Top Management.
- RAK and EGA Digital development committee.
- RAK Courts development office.
- Cassation Court registration and case management team.
- EGA Management.
- Project team.
- Support team
- Project Management.
- Direct interview.
- Business process reengineering.
- Business analysis and workflows
- Collaborating with lawyers in designing and implementing the initiative.
- Periodic discussion sessions.
- Real time feedback.
- Workshops with all stakeholders.
- Online surveys.
Please describe the key lessons learned, and how your organization plans to improve the initiative. (200 words maximum)
1- Success of innovative initiatives is possible with coordination and cooperation between all stakeholders for initiative aiming of enhancing service quality, increased access and visibility, reduced efforts and mutual benefits for all stakeholder.
2- Utilize technology and use law flexibility to overcome complications and enhance customers and partner satisfaction.
3- Proper communication is with all stakeholder is a key success factor.
4- Laws can be in favor of utilizing technology if interpreted properly.
5- Always think strategic and peruse your objectives.
6- Customers and partners will adopt and value your initiative if planned and take their requirements into consideration.
Lawyers feedback regarding electronic services is measured periodically and it has been noted the satisfaction of lawyers from this initiative.
- Enhancement in user interface.
- Digital signature is being studied to be implemented for lawyer signature.