Online Dispute Resolution Program

About the Program

Category: Information Technology (Best in Category)

Year: 2019

The Department of Consumer and Business Affairs’ (DCBA) staff developed the Online Dispute Resolution (ODR) program to create an effective and transparent space for parties to resolve their disputes – making DCBA the only government agency in Southern California that provides free online dispute resolution. The new standard of how consumers and businesses interact with each other is evolving as more individuals rely on smart technology. Mobile devices, such as tablets, are helping businesses establish new patrons, independent of their location. However, this connectivity is also allowing individuals to share their grievances online, at any time, from almost any location. This use of technology is setting new expectations about how quickly responses should take place and how disputes should be resolved between businesses and consumers. DCBA established ODR to meet this new standard and to open doors for needy populations. The online solution enhanced and addressed DCBA’s growing demand of mediation cases as well as improved user experience. Since implementing ODR, DCBA’s mediation requests have increased 3000%, with every 3 of 4 cases using ODR to find a resolution.