Questionnaire Versions 0.5

From MicroJustice

This is the version from October 2007. Is this te latest version?

Version 0.1

Questions to be asked regarding each separate procedure (these questions are drafted for dispute resolution procedures but can probably also be used for registration procedures)

A. Goals 1. Why do the authorities (or other suppliers) offer the process? What is the officially stated or implied goal? 2. What are the interests of the clients in following the process? Which changes in their lives do they ultimately want to achieve? 3. What are the interventions that can be the result of the procedure? (A document, a notification, a decision in a dispute, etc. etc.)

B. Process Please explain as concise as possible not only what is required, but also what is the best and most practical way to do it. Take the perspective of the client: what can or should he do, or expect? 4. How can the client (claimant) bring forward his case (request, claim)? 5. If other parties have (defendants, others) to be involved, how is this to be done? 6. If they do not cooperate in the procedure, what happens to them? 7. Which information should the client supply normally in the course of the procedure? 8. Which documents should he supply and in what form? 9. Will there normally be a hearing, or personal appearance, and what are the goals of this hearing? 10. What is normally the agenda (course of events) of this hearing? 11. What are normally the other essential steps in the procedure? Please list the sequence of each action that each participant in the procedure (claimant, defendant, lawyers, official, judge, others) will take in order to complete the procedure? 12. Who will decide, and on what issues? 13. If facts are disputed, how will this be dealt with? 14. What is the client normally expected to pay and to whom (lawyer, court, others)?

C. Complications 15. Which are the (three to five) most frequent complications the client can expect that stand between him and getting the desired interventions? 16. What are the best practices of coping with each of these complications? 17. Which other questions about the procedures could or should we have asked, from the perspective of a client who wishes to obtain insight in the procedure? 18. What other information about the procedure is relevant for clients?

D. Criteria for decisions Please explain as precise as possible what the criteria are that determine whether the client will obtain the desired result (intervention) or not. We are not looking for the legal concepts, but for the rules of thumb, “the going rates”, or the best informed predictions of how the decision-maker will decide whether the client will get what he asks for. 20. What is the most important issue that normally decides whether the client will obtain a good result? 21. What are the criteria for this issue? 22. What is the second most important issue that normally decides whether the client will obtain a good result? 23. What are the criteria for this issue? 24. What is the third most important issue that normally decides whether the client will obtain a good result? 25. What are the criteria for this issue? 26. What is the second most important issue that normally decides whether the client will obtain a good result? 27. What are the criteria for this issue?

Performance of the procedure Please consider what an average client using this e procedure will experience from the moment he first consulted someone on using the procedure until the expected outcome/intervention..

Costs 28. How much money will a user of this procedure spend in total (payments, traveling costs, costs of collecting information, etc.)? 29. How many hours will he spend in total (including preparation, information gathering, traveling, consulting lawyers, waiting, etc.)? 30. How much time will the procedure take in total? 31. If you would rate the strain and stress the procedure will cause on a scale from 1 (not at all straining/stressful to 5 extremely straining/stressful), what would your number be?

Procedural Quality 32. 33. 34. 35.

Quality of the Outcome 36. 37. 38. 39.

Bottlenecks 40. From the perspective of access to justice for the average client, what are the (two to five) most important bottlenecks in this procedure? 41. What are the daily worries and interests of the officials in charge? If relevant, the worries and interests of their superiors? 42. What are the most promising ideas to tackle these bottlenecks? 43. Who and what is needed to tackle these bottlenecks?