HMCTS Digital Support Service: Implementation Review Executive Summary

This report is a summary of our work with Her Majesty’s Courts and Tribunals Service, looking at how to move their services online.

Key findings

738 of Digital Support users have been supported as part of the pilot

695 online forms have been submitted in a face-to-face Digital Support appointment

56 minutes the average length of a face-to-face Digital Support appointment

Her Majesty’s Courts and Tribunals Service (HMCTS) is undergoing a £1bn reform programme and is redesigning the way courts and tribunals services are provided. The reform programme aims to ‘bring new technology and modern ways of working to the way justice is administered’.

This Executive Summary brings together the findings from an implementation review of the face-to-face Digital Support (DS) pilot between September 2017 – August 2020. The findings are based on the data from 782 appointments, 33 interviews with centres delivering the face-to-face DS service, 32 interviews with DS users, a design session at Birmingham Courts and Tribunals Service Centre and a virtual workshop with centres.