Our pilot and implementation review of Her Majesty’s Courts and Tribunals Service’s Digital Support Service
We were commissioned by Her Majesty’s Courts and Tribunals Service to co-design and pilot face-to-face digital support, redesigning the way courts and tribunals services are provided amid a £1bn reform.
Implementation review of HMCTS Digital Support Service
From 2017-2020, Good Things worked with Her Majesty’s Courts and Tribunals Service (HMCTS) as they underwent a £1bn reform programme to redesign the way courts and tribunals services are provided. The reform programme aimed to ‘bring new technology and modern ways of working to the way justice is administered’. A large part of this programme is moving services online.
However, HMCTS recognised that not everyone who needs to use the courts and tribunals will want to access digital services, and that others may need some help and support to do so. To support people in this position, HMCTS commissioned Good Things to co-design and pilot their face-to-face service, improving its non-digital channels and piloting a Digital Support service.
The HMCTS DS service is available over the phone and face-to-face. The telephone DS service was piloted by HMCTS and is delivered through Courts and Tribunals Service Centre (CTSC).
Good Things Foundation was commissioned to co-design and pilot the face-to-face DS service. The focus of this report is to describe the findings of our implementation review.
Download the full implementation review to find out more.