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Friday, 1st October 2010

Legal: Online Databases: "Judiciary Assesses PACER Services"

From an Announcement on the PACER Web Site:

In 2009, the Judiciary initiated a year-long assessment of the electronic public access service. The study, conducted by an independent consulting firm, Pacific Consulting Group, was designed to assess PACER users' satisfaction with the service and to identify opportunities for new or expanded services.

Overall the assessment found a high level of satisfaction with PACER, with approximately 80% of users surveyed indicating they are "satisfied" or "very satisfied" with the service. One respondent from the legal sector commented, "PACER could be improved but I do find it to be a good and reliable system as is."

In addition to assessing satisfaction with the on-line component of PACER, users were asked to rate help-desk services provided by the PACER Service Center. While satisfaction was very high, over 95% of respondents who contacted the center during the study period indicated they are "satisfied" or "very satisfied" overall, the larger survey of PACER users showed that about one third of respondents were not aware that the PACER Service Center is available to provide help with PACER.

The remainder of the announcement list three improvements made since March, 2010 and says that more improvements and a new training initiative are planned.

Findings (27 Slides; PDF)
United States Courts Electronic Public Access Program
PACER Service Assessment
September 2010

Source: Administrative Office of the U.S. Courts

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