National Digital Support Evaluation Contract

The HMCTS user base is a varied one, and there is a need to support a potentially significant number of users who cannot or will not go online by themselves. The Programme has offered various forms of support, including telephone assistance and face to face assistance, to help these users interact with services in the preferred digital channels. The term for this type of support is Digital Support (DS), and this principle underpins the HMCTS vision of a justice system that is accessible to all. An important aspect of this new service is to undertake a process evaluation which will seek to understand how well the National Digital Support Service and its processes are working for both the users in receipt of support and the organisation providing the support. This will inform decisions for the continuation, and improvement, of the National Digital Support Services.