HMCTS - Digital Support Pilot

Online Centres will 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

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.

There are 22 centres working with us in Phase 4 of our pilot:

• Bangladeshi Youth and Cultural Shomiti
• Wai Yin Society
• Kensington Community Learning Centre
• The Bromley By Bow Centre
• Hackney Co-operative Developments
• Cheadle Citizens Advice
• North and West Gloucestershire Citizens Advice
• Smartlyte
• Citizens Advice Halton
• Citizens Advice Denbighshire
• Citizens Advice Torfaen
• Raise
• Cygnor Ar Bopeth Gwynedd Citizens Advice
• Community Law Service (Northampton and County)
• St Pauls Advice Centre
• Plymouth Citizens Advice
• Legal Advice Centre (University House)
• Norfolk Community Law Service
• Support Through Court (Manchester PSU)
• Community Advice and Law Service (Leicestershire)
• Citizens Advice Cornwall
• The Dracaena Centre

Downloadable posters
Civil money claims poster
Civil money claims for defendants poster
Divorce poster
PIP poster
Probate poster
TfL poster
Universal Credit poster
ESA poster

The divorce service has now added an additional functionality to allow users to apply and respond to their decree nisi.

The main changes are:

• Once the case is listed for a Decree Nisi hearing, rather than receiving an email with the hearing and time on, they will receive an email advising them to log into their account and view the information online.
• Once the Decree Nisi has been pronounced by a Judge, the citizen will receive an email advising them to log into their account where they will be able to view and download the Decree Nisi order.
• When logging into their account the citizen will be able to view a progress bar which informs them at what stage their divorce application is at.

This video demonstrates the additional functionality.