Lessons learned in online dispute resolution

Getting ODR right from the start 

These eight lessons, drawn from real court pilot programs, show what works and what to watch out for. They offer a foundation for your court to launch or improve an ODR program.

Understand what ODR is — and isn't
Courts must remember that a platform alone doesn't guarantee success. ODR must be supported by rules, staffing, training, and clear litigant guidance to ensure it meets due process standards.

Strong leadership matters
ODR needs champions who understand the court's structure and priorities.
Successful programs were led by respected leaders who could align internal and external stakeholders and ensure long-term momentum.

Know what problem you're solving
Define your goals — like reducing defaults or increasing access — before choosing technology. Courts that clearly articulated a problem could tailor their ODR systems to address specific needs, which made for more effective platforms.

Integrate ODR into court technology systems
A standalone system creates more work for courts and litigants. Integration with case management, e-filing, and payment systems makes the process seamless and ensures courts can monitor, manage, and support cases efficiently.

Engage everyone early and often
Courts that included judges, clerks, mediators, and litigants in the design and testing phases built better platforms and gained broader buy-in.

Stay flexible while honoring court values
Courts succeeded when they focused on the intent behind rules — like fairness and transparency — and adjusted procedures or technology to uphold those principles in a digital setting.

Make it simple for everyone
True streamlining centers on the litigant experience. Simplifying internal processes for court staff is smart — but improving how users move through a case, even if it adds backend steps, is what makes ODR user-friendly.

Be clear with vendors from the start
ODR success depends on strong vendor partnerships. Courts that set clear expectations during procurement and contracting got systems that met their real-world needs.
 

ODR in real time

Below is a sampling of how courts in the U.S. and abroad are implementing online dispute resolution.

Franklin County, Ohio – Small Claims
The first U.S. court-annexed ODR platform focused on income tax disputes. It reduced default judgments, improved user engagement, and helped ensure more equitable outcomes across socioeconomic groups.

Utah Courts – Small Claims
Built a new small claims process alongside a custom ODR system. The state saw reduced court workloads, faster resolution times, and high user adoption — especially by those experiencing the online platform for the first time.

British Columbia – Civil Resolution Tribunal
Canada's first public ODR program now includes small claims and motor vehicle cases. It emphasizes user-centered design and transparent, 24/7 access to legal resources and dispute resolution.

Quebec – Consumer Complaints (PARLe)
This open-source platform offers free dispute resolution. With voluntary participation, it grew from a small pilot to include over 150 merchants, with legal professionals supporting the resolutions.

Netherlands – Uitelkaar.nl
A self-guided divorce platform that lets users create legally sound agreements without court appearances. Financially self-sustaining and subsidized for low-income users, it's a scalable, modern alternative to traditional mediation.

Connecticut – Traffic Court
Connecticut's Online Ticket Review system cut resolution times by over 100 days and allowed defendants to share their side of the story online. 

New Mexico – Debt and Money Due Cases
Launched an ODR pilot to reduce court workload and resolve simple debt cases online. The state focused on accessibility, added consumer protections, and is refining the process based on pilot feedback and community input.

Looking ahead

As courts continue to refine ODR, success will depend on user-friendly design, data-informed decisions, and inclusive planning. Future implementation will benefit from lessons learned and from growing confidence in technology as a tool for justice.