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  • Writer's pictureAmir Hoshia

A Case Study: Designing the Service Model for the Online Traffic Court

The process for appealing traffic tickets is expected to move from a physical process within the criminal justice system to an online proceeding within the framework of administrative law. 


This transition is expected to bring significant changes in work perception and operation for all parties involved in the current legal process. Naturally, these changes raise questions, challenges, and concerns among stakeholders, appellants as well as professionals. However, this move could revolutionize citizen access to justice, their perception of the court, and their service experience.


The Client

The Ministry of Justice


The Challenge

The research process involved examining drivers' journeys in the current system in Israel—analyzing needs, behaviors, constraints, barriers, knowledge gaps, and more. In parallel, we studied global solutions—learning about the issues and practical experiences of online courts and similar online dispute resolution (ODR) systems worldwide.


The research revealed a fundamental problem: drivers who receive a ticket and want to appeal often do not know what to do or where to go. The information currently presented through official country legal channels is scattered across multiple interfaces, unclear, and does not help them understand all the options available. Many considering an appeal consult with their close circle or social networks. However, relying on this information can mislead them, as drivers do not always distinguish between opinion and fact, and advisors do not bear responsibility for the quality of the information they provide. In the absence of an effective formal way, this is a good method for them to get specific information in simple language, based on the experience of other ticket recipients.


As a result, the decision to go to trial is made based on cost-benefit considerations rather than a belief in justice.  Most drivers deciding to go to trial will be ones who have a lot to lose, not necessarily one who believes in their innocence. Of those who seek a trial, drivers who choose legal representation are mainly those who want to avoid license suspension due to point accumulation and are willing to pay significantly more than the fine for legal representation.


The Solution


Designing a system that supports drivers who want to appeal a ticket they received. 


The solution assists drivers from the moment they receive the ticket. It provides all the information about the options for handling the ticket, guides them step-by-step, offers tools for writing the appeal in the system, and keeps them updated on developments in their case until they receive a judgment and options for further action.


The process emphasizes giving drivers a sense of control and confidence that they can independently file an online appeal. The system helps and guides them through each step, providing all the necessary tools and keeping them informed about developments or expected changes.


Upon entering the system, the ticket recipient is asked several questions about the case for which they received the ticket. At the end of this, the system offers several action options, alongside all the information to help them make the best decision: the duration of the process, its consequences, how it is conducted, and a link to the site where they can start the process. 


If the driver chooses to appeal, they receive an explanation of the process steps, expected timelines, and the requirements at each stage, including access to representatives for help if needed. 


Writing a quality appeal is a task many drivers are not skilled at, so the system provides tools to help write and draft a quality appeal without directing what to write. They can save the appeal and send it to an external party for consultation before submission.


The system continues to support the driver after submitting the appeal, providing updates on the case's progress, including behind-the-scenes details like the judge handling their case, the discussions between the judge and the prosecution, and the expected time for a decision.


Conclusion


The online traffic ticket appeal system will significantly change drivers' approach to the legal process. The new online process will help drivers understand their options, write quality appeals, and independently navigate the legal procedures. This process will create a sense of control and confidence for drivers and expand access to justice for many.


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