Legal Aid NSW is to launch a new online tool this month to help its clients track their grant application from when they lodge it to when a decision is made.
In its latest newsletter, Legal Aid NSW said the Grants Tracker resulted from client feedback.
“Our clients told us they would like a legal aid Grants Tracker (similar to Australia Post or Domino’s Pizza apps) so they could see where their application is up to in real time,” the newsletter says.
“The aim is to improve our clients’ experience of the grant application process and reduce client stress around not knowing what is happening with their application.
“We worked with digital design company, Portable, to develop a prototype of the tracker before testing it with clients.”
It said the Grants Tracker had now been tested to see if clients easily understood the content in it; if the tracker process corresponded to the steps in the application process as they experienced it; and if the tracker included answers to the most common questions people asked during the application process.
After initial enthusiasm for the process, the online tool is due to go live as a pilot later this month.
“In order to participate in the pilot and track their application, clients will need to expressly opt in to use the tracker when they (or their lawyer) apply for a grant of aid,” the newsletter says.
