Case Study: Legal Aid South Africa achieves consistent, error-free document production and citizen self-service with Mitratech HotDocs

Legal Aid South Africa - Customer Case Study

Legal Aid South Africa, a national non‑profit providing legal assistance, faced a time‑consuming, error‑prone manual document process across 135 offices that relied on Word templates and roughly 60 managers to check formatting and content, causing inconsistencies and outdated documents. To standardize production and extend self‑service options for citizens, the organization turned to Mitratech HotDocs.

Mitratech HotDocs delivered an automated template and publishing solution, trained five in‑house document authors (reducing the authoring/checking team from 64 to 5), enabled bilingual (English/Afrikaans) output, and added a portal integration so the public can generate documents via Legal Aid SA’s Self Help Portal. The HotDocs interview feature eliminated repeated data entry across multi‑document cases, over 250 staff now use the system nationwide, and the organization has seen dramatic resource savings and improved service quality; further integration with CRM and case systems is planned.

Legal Aid South Africa