Needed capacities or functions - Self-Service Technology
Programs that use or provide content for self-service technologies, such as self-service kiosks, online triage, or legal information systems, should have the following in place:
A policy for regular content review to ensure that all legal information and program logic is up to date with current laws, regulations, and procedures.
In the case of any self-service document assembly applications, a schedule for regular software updates and testing of software functionality.
A lifecycle plan for any hardware that is part of the service delivery (as in self-service kiosks), including maintenance, updates, upgrades, replacement, and destruction.
A practice of deleting any cached or stored user data, whether locally on a machine or in a remote data server, that is not protected by a secure password.
A security strategy for all self-service hardware to prevent the installation of malicious or unauthorized software and measures should be in place to prevent inappropriate use of the equipment and protect user privacy in the event of theft or loss.
Important Considerations and Best PracticesLegal aid organizations that deploy or provide content for self-service tools should ensure that the systems being deployed have up-to-date, accurate content and that all reasonable measures have been taken to ensure that user information is secure. The emergence of generative artificial intelligence (AI) systems like ChatGPT will likely have a significant impact on legal self-help. Individuals seeking attorneys or legal advice may turn to such systems, and organizations seeking to use such systems to enhance their self-help tools should ensure they have the most recent information and guidance on the use of AI in the provision of legal information and legal services. When using any AI system, it is critical to ensure that the technology does not blur the line between providing legal information and legal advice. Useful websites, resources, and other tools |