Name Mark Burdack

Position Director

Organisation LawAccess NSW, NSW Attorney General’s Department

Profile Mark Burdack holds a honours law degree and practised in the area of dispute resolution. He specialises in electronic service delivery and management in legal sector focussing on business improvement and change, data standards and ICT integration. He was Chief Executive Officer of the Australian Commercial Disputes Centre Ltd (ACDC) and led the Attorney General’s Department ESD strategic planning as Assistant Director, Executive & Strategic Services. He has been responsible for the development of a range of strategic ESD initiatives including LawLink NSW (serving over 40 million pages p.a), CaseLaw NSW, the Justice Sector Metadata Standard, electronic court lists, online lodgement and electronic call-overs.

Reference www.lawaccess.nsw.gov.au; www.lawlink.nsw.gov.au; caselaw.lawlink.nsw.gov.au.

Topic Hot Lines, Cold Realities: Giving Access to Justice Processing Power

Description The NSW Attorney General’s Department, in a cooperation with the Legal Aid Commission, Law Society, Bar Association and the community legal sector, has spearheaded a major new investment in front line customer service delivery with the establishment of a multi media legal contact centre. The new service significantly expands access to legal information, referral and advice for people in NSW. Applying state of the art technology, this initiative aims both to expand consumer access and drive improved service integration between the justice system and legal service providers. This seminar will overview the strategic issues in the development of front line call centre services in the legal sector, including business models, grades of service, ICT systems, demographics and human resource to deliver high quality legal services to the community.