Global Accessibility Awareness Day was a landmark occasion which was marked at the Legal Aid Agency with a renewed call to join our digital accessibility panel, writes Josh Dresner, who works in digital user research.
We ran a successful recruitment campaign for our accessibility panel towards the end of 2022. The new recruits are now making a valuable contribution to our work designing and testing universally accessible digital services.
But we are always on the look out for new volunteers and Global Accessibility Awareness Day on 18 May 2023 proved a timely reminder of the importance of this work.
Events occurred online and across the world to prompt conversations about digital access and inclusion. It is a conversation we are contributing to and we are always open to new voices.
At the Legal Aid Agency we strive to make digital services accessible. We do this by making as many services available online as possible. We follow a standard government design pattern for new systems. We test designs with people who will be using them before they are fully launched.
Everyone experiences the world in a different way. We 'stress-test' our services to help people with both temporary and permanent disabilities. We carry out accessibility audits and gather feedback through 'usability interviews' with staff and legal aid providers.
We actively collaborate with digital experts from outside government for fresh perspectives. For example, we are currently piloting a new service called 'check if your client qualifies for legal aid'. While developing the tool we have tapped into the expertise of the Digital Accessibility Centre, a non-profit provider of web accessibility services.
We also increased our team’s empathy for users by testing the new service using accessibility personas developed by the Government Digital Service. We ran research sessions with people who had specific access needs, including:
There is really no substitute for seeing someone with access needs use your service to work out where issues might be found.
We are looking for more people to test our new services. If you are a legal services provider and you have any physical or visual needs, we want to hear from you. We are particularly interested in people who have an access need such as dyslexia, autism or dyscalculia, which is a difficulty understanding numbers.
We select a sample from registered panel volunteers to be contacted by our researchers. You will be told what the project is about and how you can help. This could range from online surveys to interviews or group work, either in person or by phone or video call.
Use the link below to volunteer to take part in user research on new digital services:
Accessibility panel registration
Global Accessibility Awareness Day
Accessibility Personas – Government Digital Service
]]>In an uncertain world, organisations need to be fully equipped to counter online attacks, writes Scott C* from the National Cyber Security Centre.
Ransomware attacks are a huge risk for law firms, which have already suffered from online criminals. This includes legal aid providers. The sector is an attractive target for cyber attacks because law firms:
Findings show the most significant cyber threats law firms face include phishing, ransomware, data breaches and attacks on your supply chain. Your supply chain will include many organisations, people, resources and activities. Any part of this complex network can be singled out by criminals looking for ways to compromise your data and systems.
Hostile actors have a range of tactics for accessing an organisation’s network. Phishing emails, or malware to extract sensitive company data, are among the favoured approaches. Another way is to drop destructive ransomware on to the network, before attempting a so called ‘double extortion’ against the victim. This happens when online data is both stolen and encrypted.
We encourage organisations to mitigate the threat by:
A webinar giving you the opportunity to meet experts from both the National Cyber Security Centre (NCSC) and the Ministry of Justice is taking place on Wednesday 25 January 2023, 4pm to 5pm. It is now open for bookings.
This is your opportunity to learn more and ask questions about the essentials of cyber security and how to protect yourself online:
Ransomware and cyber security webinar
We also have a wide range of resources on the NCSC website, which you can use to protect your organisation from attack.
You can sign up to receive cyber security updates, weekly ‘threat’ reports and news about events and webinars from our subscription centre. You can opt out any time.
National Cyber Security Centre – to access a wealth of cyber security resources
NCSC subscription centre – sign up for cyber security updates
Malware or ransomware defences – practical steps to take
Early warning service – sign up for this free NCSC cyber attack alert service
Exercise in a box – free online tool to help organisations test resilience to cyber attacks
Defending against email phishing –building resilience to phishing attacks
Three random words for passwords – explaining the logic behind this approach to creating passwords
Cyber Information Sharing Platform – joint industry and government initiative for secure exchange of cyber threat informatio
Contact NCSC – general enquiries, feedback and information requests
Report a cyber incident – NCSC’s streamlined service guides businesses and organisations to the most appropriate agency for reporting a cyber incident
Report scam emails, texts, websites and calls – guidance on what to do
* Full names of individuals working for the NCSC need to be protected for security reasons
]]>Legal practitioners with accessibility needs are wanted as volunteers for a digital user research panel, writes Holly Challenger, from the Legal Aid Agency.
We're recruiting these volunteers because we need their help designing digital services which are inclusive and universally easy to use.
We recognise that there are individuals who may need to:
Achieving good outcomes in these areas is more likely if we can recruit a panel of volunteers with a range of different accessibility needs. The idea is to put ourselves on the same page as the user so we can help as many people as possible.
It’s all about giving people the right tools to do their jobs. So, if someone has trouble using assistive technologies with our products, we want to know.
It would be great to have people working in all aspects of legal aid. But you do not necessarily need to work in legal aid to take part. We welcome people from all areas of the law.
There is increasing awareness of the wide spectrum of obstacles that life throws up for people and the importance of being responsive as a society. At least 1 in 5 people in the UK have a long-term illness, impairment or disability.
Some people may have issues with vision or motor functions. There may be cognitive or learning issues. Others may have deafness or impaired hearing. And these problems may be life-long, or they may have arrived later in life. Others may face short-term difficulties. For example, someone who has broken an arm or temporary loss of vision.
When we start a research project, we select a sample of appropriate people from our panel and contact them explaining what the project is about and what their involvement would look like. This could range from online surveys to interviews or group work, in person or by phone or video call. There is no commitment – people can always say no.
Our digital systems are constantly evolving. We’re working hard on developing services that are reliable, intuitive and based on user needs. As this happens, we need to make sure that everyone working with us can do so as effectively as possible.
We will be constantly designing, testing and then trying new approaches based on user feedback. This isn’t just altruistic, it’s also sound business. If we want people to use our systems, then they have to be universally accessible.
We will also be working to ensure that addressing accessibility needs is integrated into the planning and design of our systems as we move forwards. This is in line with our:
You can volunteer by using this online form:
]]>The Legal Aid Means Test Review offers an opportunity for providers of legal aid services to contribute their views and make a difference to how government policy is shaped.
As all practitioners know, applicants for most types of civil and criminal legal aid must pass a means test, in line with government policy that our limited resources are targeted towards those most in need and that people who are able to pay towards their legal costs should do so.
However, as many practitioners will also be aware, it has been several years since the legal aid means tests have been reviewed or updated in any significant way.
In February 2019, as part of our broader Legal Support Action Plan, we announced the launch of the Legal Aid Means Test Review. This review is considering the means tests and includes:
Alongside these areas, the review is assessing how well the means test protects access to justice, particularly for those who are vulnerable, including victims of domestic abuse.
Central to the Means Test Review is understanding how the current means-testing system is working.
We have therefore been seeking feedback from those who have experience of the means test – either directly, as claimants or legal practitioners, or indirectly, from those supporting or working with legal aid claimants within the justice system or more broadly.
We have also been analysing a wide range of eligibility-related data collected by the Legal Aid Agency.
We originally planned to complete the review by summer 2020, but the coronavirus (COVID-19) outbreak has caused a delay and we are now working towards autumn 2021. At this point, we will publish a consultation which sets out our findings and our proposed changes to the means test. Following this, we will bring forward any legislative, digital and operational changes as soon as possible.
We want to hear as many views as possible from those with experience of the means tests to inform our policy proposals.
If you would like to get in touch, please contact us at LegalAidMeansTestReview@justice.gov.uk.
Working from home has become the new normal for many organisations during 2020 and it is the same for many of our employees in the Legal Aid Agency (LAA).
In this post we look at some of the changes and reflect on how LAA staff have continued to make a difference during this recent period.
Since March, staff across the LAA have continued to work hard to try to make sure a high standard of service is provided to all those submitting applications for legal aid support.
Like for many businesses, one of the notable challenges for the agency has been how to make sure that remote workers stay engaged and feel connected to the organisation, without the opportunity to meet in an office on a regular basis. We also know that this lack of personal contact can be detrimental to the wellbeing and mental health of our staff.
This means, now, more than ever, the moments when employees come together online must be meaningful and valuable for all those involved.
This year we held an online ceremony to celebrate the excellence shown by the many individuals and teams in the LAA.
These awards are a yearly focal point to promote the values, innovation and best practice of our employees across the agency. They showcase the LAA as a great place to work with supportive colleagues, especially during this challenging period for the criminal justice system.
The awards celebrate our collective Ministry of Justice shared values:
Jane Harbottle, Chief Executive of the LAA said:
Delivering excellence in the provision of legal aid services requires a highly motivated team at the Legal Aid Agency. The contracted providers will see the best.
I am truly humbled to be leading an agency where everyone strives to be the best that they can be, while supporting and encouraging each other.
Congratulations to all our winners:
Over the next few months we hope to bring you some of the personal stories connected to these awards and to highlight the working being carried out within the agency.
For further insight into life at the Legal Aid Agency make sure you subscribe to this blog and our fortnightly e-newsletter, the Legal Aid Bulletin for more information.
For many providers delivering legal aid services in Yorkshire and Humberside, contract managers Karen Firth and Phil Hanson are the face of the Legal Aid Agency (LAA).
As well as helping to ensure the smooth running of legal aid contracts they are often the first port of call when providers need support.
Karen said:
There’s a lot more emphasis on home-working because of coronavirus (COVID-19). But we are fortunate at the LAA to be well-equipped for remote working. Working from my home in Wakefield isn’t a problem for me although I think we both miss seeing colleagues in the office.
I think a lot of the job satisfaction comes from partnering with so many other people in the justice setting and getting things done efficiently through working together.
I also like the challenges of working with providers, being involved in so many areas of legal aid work and the flexibility of managing my own diary.
Today, I’ll be meeting with the Criminal Justice Board and conducting a virtual annual review with a legal aid firm. I’ll also be talking with partners and fee-earners and looking at contract compliance. My job is to help make sure providers understand the regulations and get things right.
Guidance updates are often asked for and I’ll be looking at some work later on for the Housing Possession Court Duty Scheme.
I think a lot of the job satisfaction comes from partnering with so many other people in the justice setting and getting things done efficiently through working together.
Phil said:
I have a young family and normally start work early so I have quality time with the children later in the day. I live in Bradford and, like Karen, I’m much more home-based, at the moment. I have about 40 providers in my portfolio and I like to schedule face-to-face visits. But, unfortunately, COVID-19 makes that difficult.
Today, I’ve been dealing with getting a duty solicitor out to a client. It was frustrating for the client and the police. I’ll be fact-finding to understand what happened.
A large part of the role is managing relationships and helping everyone work together more effectively. I sometimes sit on local improvement groups with judges, barristers, and defence lawyers. Like Karen, I see the job as a partnership.
Another issue I’m looking at today is the accuracy of some family legal aid claims. I’m also doing preparatory work on a provider audit.
Part of my job is helping to ensure access to justice is maintained and public money is spent effectively. It’s important as mistakes can damage the legal aid fund and we need to satisfy the National Audit Office that the claims we process are accurate.
A large part of the role is managing relationships and helping everyone work together more effectively. I sometimes sit on local improvement groups with judges, barristers, and defence lawyers. Like Karen, I see the job as a partnership.
Karen said:
It has been huge. We are all having to adapt to alternative ways of working. There has been a lot of hard work with justice partners to ensure an understanding of the way ahead.
My meeting with the Criminal Justice Board will be focusing on virtual hearings. There’s been some confusion about what solicitors can and can’t do.
I’ll be talking to representatives from the police, HM Courts and Tribunals Service, the Crown Prosecution Service and other stakeholders. It typifies the shared approaches which are so valuable to the way we work.
Phil said:
Our providers deserve a lot of credit for their dedicated efforts in maintaining access to justice while adapting to new procedures during COVID-19.
Some firms are going through challenging redundancy exercises. They have seen big drops in income.
For our part, we have been flexible with our contingency arrangements and provided feedback to the Treasury on how providers are experiencing COVID-19. The vast majority of providers have been really helpful in that respect.
Each legal aid provider has a contract manager and should be regularly in-touch with their LAA contract manager to discuss any matters arising from the standard operating contracts.
Get in touch via our customer services team on 0300 200 2020.
The Process Efficiency Team (PET) is a small group made up of legal aid providers, representative bodies, and subject matter experts from across the Legal Aid Agency (LAA).
This group was established in 2019 with the aims of:
PET was initially focused on family work but has recently widened its scope to include housing, legal help, very high cost family work, and Court of Protection work.
The format of PET has also recently changed so that the group meet once every two months with a focused workshop in between. The subject matter of the focused workshop is decided by PET.
PET focuses on improvements to operational processes based on existing policy. All members understand that it is not the right forum to suggest changes to policy and are keen to influence operational processes that can be changed.
We want to ensure PET is as representative as possible and would like to encourage as diverse a membership from across the legal sector as possible.
If you would like to get involved please email us. Improvements to a process, without committing to join PET, can also be suggested via the email below.