12 / Canadian Government Executive // Spring 2023 PERFORMANCE volume, funding should be more directly linked to the broaderobjectives of reform and outcomes. Citizen satisfaction levels can be another outcome linked to funding. For all outcomes, organizations need to establish clear metrics, collect accurate data and analyse that data on a regular basis. Then, leaders can identify areas for improvement and report to the public about the performance of justice systems. As with other aspects of reform, collaboration is crucial. It’s vital that everyone works together to get financing right, that citizens’ interests are at the core, and that solutions in one place don’t create bottlenecks in another. Forming a citizen-centric community of solvers Two main themes run through these aspects of modernization. The first is trust. Justice systems around the world are currently struggling to maintain their citizens’ trust, yet trust in the rule of law is a cornerstone of free societies. For any modernization initiative under consideration, leaders must ask themselves whether it will fundamentally improve citizens’ trust and confidence in the system. Citizens should believe that if and when they participate in the justice system, it will be understandable, accessible, responsive, respectful of needs, and affordable. They should feel that the system is supporting them through a fair and transparent process, and not serving its own requirements. The second—related—theme is the need to put citizens at the centre. Citizens are the group most impacted by judicial processes, yet often the least involved once the justice system gets rolling. The needs of citizens should be at the heart of the justice system, with modernization efforts focused on outcomes rather than ticking off items on a checklist. Few initiatives, no matter how well thought out, will succeed without citizens’ full participation and buy-in. Modernization is more than simply changing court processes or implementing new technology; it is a means to rethink longstanding traditions of how and where justice is administered, to and for whom; and to improve transparency, access and perceptions of fairness. In other words, these measures are about more than justice. They’re about creating stronger societies overall. Rheanne Scott, National Director of Justice, Director, PwC Canada rheanne.scott@pwc.com Modernized funding models Current state and challenges Funding models for many justice organizations are based on outputs—typically with a focus on processing as many cases as possible. These basic types of financial models don’t stimulate innovation or collaboration. They aren’t citizen-centric, and they don’t incentivize important outcomes, such as increasing access to justice and public trust. Many investments made during the pandemic failed to address this issue, as they were focused primarily on rapidly standing up technology out of necessity. Consider a recent progress report of a justice reform program in the UK that examines investments made during COVID-19. It states, “The most resilient services are those where there has been investment, where we have introduced digital options for users, and new technology to facilitate alternative ways of working.” Future state Rather than focusing on outputs like case Questions to consider • Which mechanisms are you putting in place to gauge citizens’ levels of trust in public institutions? • How can you identify and harness existing and emerging technologies as part of justice modernization programs, particularly regarding case backlogs? • How do you know whether investments made in justice system reform are achieving their intended outcomes?
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