HMCTS Digital Support: Phase 4 Addendum Report

This Addendum 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.

Since the start of the pilot

1,221 Digital Support users were supported

> 1274 Digital Support appointments were completed

1147 forms were submitted

The Digital Support service piloted with Good Things Foundation was delivered by centres within Good Things Foundation’s Network, and centres 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.

Digital Support Phase 4 Addendum Report

Download the full report (509.4KB pdf)

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