Measuring justice from the users’ perspective: a first look at the Justice Services Measure

Justice services are rarely measured from the perspective of the people and businesses who use them. This report introduces a measurement framework and a justice service-level instrument that operationalises people-centricity across four dimensions: outcome, process, cost and usability. We applied and tested the framework with users of community justice services in Ethiopia and Nigeria. The ambition is to develop a tool that empowers and encourages justice providers to continually innovate their services, so that more users receive fair and timely access to justice. This is the first iteration of the framework, and we invite stakeholders, providers, and researchers of people-centered justice to test it and help us further refine it.