Online Dispute Resolution (ODR) is a digital space where parties can convene to work out (or attempt to work out) a resolution to their dispute or case.
ODR can be used to address different business needs that include (but are not limited to): prevention and early resolution of disputes, reduction in judicial caseloads, reduction in resources, and increased access to justice for unserved or underserved segments of the community.
- Identification of parties and associated details
- Identification of dispute/case and associated details
- Identification of permissions, roles, and information sharing requirements
- Direct communication between parties
- Identification of roles and appropriate communication channels for third parties
- Identification of preferred modes of communication for all participants
- Escalation to include third parties and/or computer-enabled interventions
- ODR case routing and roster/panel management (when needed)
- Resolution or attempted resolution of dispute or case
- Date/time of resolution with appropriate documentation and audit trail
- Facilitation capture and management of relevant information and artifacts
- Generation of required documents for resolution
- Education of parties on process
- Reporting regarding key performance metrics
- Adherence to relevant timeliness standards/deadlines and standard ODR models
- Security in/out and within ODR platform/system
- Authentication in and within the ODR platform/system