HMCTS Digital Support Service: Implementation Review Executive Summary


Published: 30th Sep 2020

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 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.


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