Leveraging technology in pro bono clinics: a step forward for access to justice

1. Case Management Systems: Simplifying Complex Casework

Case management systems (CMS) have become a cornerstone of effective legal practice, and they are just as valuable in a pro bono setting. At CityCLAC, Matthew uses a CMS to organise, store, and track case files. This digital solution allows for the seamless management of client cases, many of which can involve extensive documentation, expert reports, medical records, and correspondence.

With a CMS, volunteers can access case details securely from anywhere, avoiding the traditional delays of paper-based systems. Key features include:

• Automated reminders: Volunteers and supervisors receive alerts for deadlines, meetings, and important tasks, helping to ensure that cases are handled efficiently, and nothing falls through the cracks.

• Document storage and sharing: All case files are stored in one central location, which simplifies collaboration. This is particularly helpful for supervisors overseeing multiple cases, as they can easily access and review documents without unnecessary delays.

• Client management: Keeping track of clients’ needs, appointment schedules, and case updates becomes far more efficient. This improves the quality of service and helps to build stronger client relationships.

• Client experience: Providing evidence electronically via a secure CMS is a better experience for clients, who in the past would have to provide paper copies of documents taking up vital time and resources to prepare the client file in advance of the appointment. A CMS avoids the loss of original documents, with the client having their own copy in their possession both electronically and on paper.

By centralising case data and facilitating real-time collaboration, a CMS makes it easier for the clinic to handle multiple cases at once, ultimately improving the quality and speed of legal advice it can offer.2. Video Conferencing: Expanding Access to Legal Advice

Technology has helped overcome one of the most significant barriers to accessing pro bono services—geography. Many personal injury clients are dealing with limited mobility or live in areas far from clinics or firms offering free legal services. Through video conferencing platforms like Zoom or Microsoft Teams, Matthew and his colleagues at CityCLAC have been able to provide legal consultations remotely, reducing the need for clients to travel.

This shift toward video calls benefits both clients and volunteers:

• Accessibility for clients: Individuals who are recovering from injuries or have limited transportation options can now attend consultations from the comfort of their homes. This supports clients with disabilities; lone parents; and those on a low income or welfare benefits who have limited funds to pay for travel to appointments.


• Flexible volunteer opportunities: Law students and solicitors can offer their time and expertise more easily, without the need for physical presence, making it easier to balance pro bono work with other commitments. This benefits a wider range of students who perhaps were unable to volunteer as they were supporting themselves or their families whilst studying.


• Document sharing during meetings: Video conferencing platforms enable screen sharing, which allows Matthew to walk clients through complex documents in real-time, improving their understanding of the legal process. Where clinics in the past may not have been able to show clients the relevant documents online, the virtual environment supports this in an accessible way.

Through these virtual meetings, CityCLAC has seen increased client satisfaction and engagement, particularly in cases where clients might otherwise have struggled to attend in-person consultations.

3. Document Collaboration Tools: Enhancing Accuracy and Efficiency

Legal cases, especially in personal injury law, involve a significant amount of documentation. From medical records to witness statements, documents must be drafted, edited, and reviewed multiple times. This process can be time-consuming, but technology has streamlined it.

Using tools such as Microsoft Word’s track changes feature, CityCLAC team members can:

• Collaborate in real-time: Supervisors can review and provide feedback on documents held in the cloud while students or solicitors are working on them, enabling quicker turnaround times for client-facing materials. This means that more clients can be assisted by CityCLAC, as it saves time compared with providing face to face feedback.
• Improve accuracy: By using document collaboration tools, they can ensure that errors are caught and rectified early, minimising the risk of submitting incorrect or incomplete information.
• Version control: These tools also allow CityCLAC supervisors and students to track who made changes and when, providing a clear audit trail for future reference. Students can easily compare their draft with the final version. By collaborating with a supervising solicitor, students ‘learn through doing;’ develop teamworking skills with a senior colleague, and have the work role-modelled to them, which removes the mystery from legal practice.

For personal injury clients, where timely and accurate submissions are often crucial to the success of a case, these tools have been invaluable in improving the clinic’s efficiency and the quality of the service provided.

4. Legal Research Tools: Empowering Volunteers

Pro bono clinics often rely on law students and solicitors to take on much of the casework. While this provides invaluable experience for the volunteers, it can also be daunting for those unfamiliar with certain areas of law. Thankfully, online legal research platforms allow volunteers to quickly access legal precedents, case law, and statutes relevant to personal injury claims.

By providing volunteers with access to these resources, they are well-equipped to handle cases professionally and effectively. This leads to better outcomes for clients and a richer learning experience for the volunteers. Seeing ‘law in real life’ is so important for students’ future careers; it helps them develop self-belief and confidence in a legal practice setting.

5. Data Security: Protecting Client Confidentiality

In any legal setting, confidentiality is paramount, and pro bono clinics are no exception. Fortunately, modern technology enables CityCLAC to maintain high standards of data security, even when working remotely. Using secure cloud storage solutions and encrypted communication platforms, CityCLAC can ensure that sensitive client information remains protected at all times.

CityCLAC has also implemented best practices such as multi-factor authentication to minimise the risk of data breaches. These measures help build trust with clients, who can feel confident that their personal information is in safe hands. In addition, students experience best practice in action, and are able to understand the difference between privacy of data and confidentiality in terms of our legal duties towards clients.

6. The Power of AI

CityCLAC is also committed to harnessing the power of AI to teach students about legal skills. In October 2024 the centre introduced a Chatbot to train CityCLAC students on client interviewing and is determined to continue to develop cutting edge services which enhance access to justice.

An additional use of AI is found in the coordination of the clinic work. Using AI to draft triage forms and referral resources enables staff to deal with large numbers of client enquiries in a professional way, providing automated, tailored responses to all clients contacting the service.

What can we conclude from this?

The integration of technology in CityCLAC has significantly enhanced the ability to provide accessible, efficient, and high-quality legal services. At CityCLAC, they have seen firsthand how tools like case management systems, video conferencing, document collaboration platforms, and legal research tools have transformed the way they operate, making it easier for them to serve those in need.

Matthew Smith reflected:

Sally Gill concludes:

“As more pro bono clinics across the UK and beyond embrace these technologies, the potential to broaden access to justice increases. In a world where legal representation is often out of reach for many, technology serves as a powerful equaliser, ensuring that even the most vulnerable can have their voices heard in the pursuit of justice.”

Find out more

Visit the City Community Legal Advice Centre (CityCLAC)