Digital support pilot

Between 2017 and 2021 Good Things Foundation worked with Her Majesty's Courts and Tribunals Service 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 designed, tested, delivered and evaluated a face-to-face Assisted Digital service for new HMCTS online services.


Phase 4 addendum report

This report provides an update on delivery during Phase 4 (October 2020 — July 2021) of the Digital Support service pilot, and outlines what has been learned about delivering the Digital Support service remotely. This report also summarises how the learnings from across the pilot can be used to inform future Digital Support services.

The Digital Support service piloted with Good Things Foundation was delivered by centres within the Online Centres Network, and organisations identified through the Litigants in Person Engagement Group (LiPEG).

Eight HMCTS services were included in the pilot. Support has been provided to people who would have been unable to submit a digital form independently by helping them to:

  • Understand the HMCTS service and what it is there for
  • Get ready to fill in the HMCTS online form
  • Understand the content of the HMCTS online form
  • Fill in the HMCTS online form

The service was piloted over four phases between 2017 and 2021. An Implementation Review of Phases 1 to 3 (September 2017 — August 2020) of the pilot, was published in September 2020. In October 2020, the pilot was extended for a fourth phase in order to explore the impact that COVID-19 has had on service delivery.

Partnership highlights

30/09/2020 · Accessing online services

HMCTS Digital Support Service: Implementation Review

Good Things Foundation has been commissioned to co-design and pilot face-to-face digital support in HMCTS' £1bn reform programme, redesigning the way courts and tribunals services are provided.


29/09/2020 · Our thoughts

Piloting Digital Support with HM Courts and Tribunals Service

Director of Digital Social Inclusion, Adam Micklethwaite, reflects on Good Thing Foundation's project working with HMCTS to increase digital inclusion in courts and tribunals services.


Our partner

Her Majesty's Courts & Tribunals Service