HMCTS - Digital Support Pilot

Good Things Foundation is working with HMCTS to provide face-to-face Assisted Digital support for people who would otherwise be excluded from accessing these services.

Through the Online Centres Network, we are designing, testing, delivering and evaluating a face-to-face Assisted Digital service for new HMCTS online services.

At the end of Phase 3, we conducted an implementation review of the Digital Support pilot, and from September 2020, the pilot will be extended for a further 12 months. The findings from the implementation review of the face-to-face pilot between September 2017 and August 2020 have helped to inform the design of Phase 4 of the pilot.

As a result of Covid-19, centres have also needed to adjust their models to allow for remote delivery and our final Phase will take into consideration these changes.

By the end of the project we aim to have fully tested the Digital Support service, its impact and cost effectiveness, enabling HMCTS to make decisions about further delivery and scaling within the courts and tribunals model of the future.

Online Centres will continue to support people through assisted digital support as they use online HMCTS services, including:

  • Civil Money Claims
  • Divorce
  • Probate
  • Social Security and Child Support
  • Single Justice System (eg. TfL fines)
  • Help With Fees