Who are these Millennials (Generation Y)

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2 Who are these Millennials (Generation Y) Born between 1977 and million strong Raised by helicopter parents Abundantly self-confident Believe themselves to be highly valuable Extremely focused on themselves Grew up with little unstructured time Possess a can do attitude Need constant feedback Little patience for ambiguity These are your year old jurors today! 2

3 18 year olds today were born in 1996 Bill Clinton was in the White House University of Kentucky won 6 th NCAA Basketball Championship O.J. Simpson Civil Trial began George Burns, Gene Kelly, and Spiro Agnew died The English Patient, Jerry Maguire, and Sling Blade released USB, MP3 and Flash technology were released These phrases have little meaning to them: Roll down that window Don t touch that dial You sound like a broken record Star Wars Trilogy 3

4 The Brain is Different Visually acute Spatially aware Effective decision makers Poor memorization skills However, Don t forget the Digital Divide Not All Millennials have access to technology Household income Educational attainment Community type Disability 4

5 We tend to think only of Millennials as a generation Common belief that older people are resistant to technology Not always the case Jury Managers may be the sandwich generation 5

6 An Era of Rapid Advancement in Technologies Smarter phones, 3D printing, voice processing, cloud computing, robotics, smarter TV, internet of things, smart cars, augmented reality, 3D displays, drones, everything-as-a-service 6

7 As innovations come to market, technology replaces prior technology 7

8 My way Right away Why pay? 8

9 On a scale of 1-3, how would you rate your court s processes, considering the needs and expectations of younger jurors? 1 If it s not broken, don t fix it 2 We think we do an OK job 3 Younger jurors think we are #awesome! 9

10 Customer Service is a key factor in business growth. When a customer is well served, they will advertise through word of mouth, which in return results into business growth. For the court that s growth in public trust and confidence. 10

11 Consumer technology can be defined as providing customer service: When the customer wants access (time) Where the customer wants access (home, work, mobile device) How the customer wants it (using the web, IVR, voice recognition, smartphones, facebook, tweeting, etc.. ) 11

12 Technology is making progress possible From the citizen s viewpoint, this progress is expected 12

13 Cisco predicts 50 billion devices online by 2020 Smart living GE launches Connected Home 13

14 The law does not respond quickly to new conditions. --Roscoe Pound 14

15 We want to use technology to improve the service we provide to our jurors, make the best use of their time (and ours). While at the same time we must be careful that the use of technology by serving jurors does not interfere with the administration of justice. 15

16 Jurors aren t the only Millennials you need to support Court staff Jury Administrator Clerks Judges Attorneys As new generations of users come from all directions, technology needs to meet their needs too This allows all participants to better serve the public 16

17 On a scale of 1-3, how would you rate your court s use of technology in the area of jury management? 1 We are woefully behind 2 We are fairly current 3 We are on the cutting edge! 17

18 Allen County, Indiana 18

19 Allen County, Indiana Offer jurors choices Text Web IVR 19

20 Allen County, Indiana Text module is intelligent and interprets SMS shorthand 20

21 Allen County, Indiana Web layout is optimized for mobile platform and touch interface without requiring and app to be installed 21

22 Allen County, Indiana Jury Administrators can also record messages for jurors that can be sent instantly via audio MMS text messaging 22

23 Maricopa County, AZ 23

24 Maricopa County, AZ Check-in kiosk 24

25 Maricopa County, AZ Jury waiting area 25

26 Montgomery County, OH Cash kiosk 26

27 San Bernardino County, CA Orientation video online so that jurors can watch from home or mobile device 27

28 Wisconsin Text message reminders Clerks can customize 28

29 Lubbock County, TX Online check-in Notified if selected voice, txt, Not paid if not selected Win win 29

30 On a scale of 1-3, what is your level of familiarity with the JTC Standards Working Group development of National Standards for Jury Management Systems Requirements? 1 I had no idea 2 I am aware, but have not read them 3 I have read them (and they are awesome!) 30

31 Jury Management System Requirements National Version is an expansion of a document originally prepared by the NCSC for the Minnesota Office of State Court Administration under a State Justice Institute Grant A blank slate approach was used to capture a complete set of next generation requirements for Jury Management Automation Incorporates both recommended practices and target measures of efficiency Can be applied to both in-hour development projects and vendor solution procurements 31

32 High level business capabilities were mapped out 32

33 Leverage the Court Technology Framework 33

34 All aspects of Jury Management Automation are covered From the juror s perspective, focus is on convenience Jurors do not mind serving if they don t feel like it is an inefficient use of, or even worse, a waste of their time Systems should accommodate varieties of communications Web IVR TXT Phone 34

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36 Most people would rather go to the dentist than be selected for jury duty For many, this is their only interaction with the courts Biggest complaint? It was a waste of my time! Therefore, improving trust and confidence comes from valuing jurors time and accommodating their communications needs through technology, efficiency, and best practices 36

37 The JTC Jury standards can be found here Technology-Committee/JTC-Court-Technology- Standards.aspx If you are not subscribed to the Jur-E Bulletin And of course the NCSC Center for Juror Studies 37

38 Thank you for your time and attention! Pamela Kilpela Charles Byers 38