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Sidonie Kingsmill - #DigiEvol18

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Good Things Foundation
Good Things Foundation

The document discusses reforms to make the UK's courts and tribunals more user-centered. It notes that currently the system is forbidding, inefficient, and overstretched. The reforms aim to make the system more accessible, proportionate, transparent, and financially sustainable. It highlights several online services launched as part of the reforms, including online applications for divorce, probate, and civil money claims. Feedback from users praises the online services for being easy to use, less stressful than paper forms, and helping users track progress in their cases. The reforms seek to meet evolving user expectations and compete with modern consumer experiences.

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HMCTS Reform putting the user at the centre of our courts and tribunals Sidonie Kingsmill HMCTS Customer Director
The system we are reforming 2 Forbidding and hard to navigate with high barriers to entry, few simple routes even for simple things, and many processes that feel designed round experts rather than users which damages access Inefficient with labour intensive, paper-based processes, resource and time allocation that dont match the work being done, and too much dependence on physical hearings even for things like case progression Overstretched and showing signs of strain with buildings not fit for purpose, and an impression of disregard for the time and trouble of others
3
HMCTS Reform will mean our courts and tribunals can better meet the needs of the people who use them Our times with the advent of the internet and an explosion in new technology provide the opportunity for radical change. Traditional ways of working are being upended, not just in justice but across the board. To secure and enhance the global reputation of our justice system, therefore, we must respond to those changes radically and quickly and the rapidly evolving needs and expectations of everyone who uses our courts and tribunals. At their heart, these reforms are about meeting the needs of all those people judges, magistrates, the legal professions, witnesses, victims, defendants, individual citizens and businesses of all sizes. In delivering a proportionate and effective justice system to them, we should be competing not just with the best jurisdictions around the world, but with every modern consumer experience they have in their lives, from skyping their family and friends, to online banking, to entering into contracts with businesses on the other side of the planet. s The implication of the ambitious vision for change, and the continuously evolving needs and expectations of those who use courts and tribunals, is that we must embrace a transition towards becoming a customer-focussed organisation..
Our guiding principles 5 Building in partnership Increasing accessibility Being proportionate and segmented Strengthening our strong, independent and trusted justice heritage Increasing transparency and accountability Securing financial sustainability Designing for 2050 not 2018 Putting people at the heart
Family
Online Divorce Application what were reforming 7Current 15-page D8 form new online service launched to the public in May 2018
8
Online Divorce Application user feedback 9 Thank you ever so much for making this process so much less painful than it could have been, especially as a disabled person. The service was a lot easier because I use a wheelchair and didn't have to go out, and I also found it very easy as an autistic person to get support from the team when I had questions. Rebecca It was marvellous, pain free and less stressful than the paper form which I tried several years ago to complete but got fed up of it being rejected. Elaine Its a very accessible and easy-to-use system; well done to all involved in its design. Judge Clarke
Online Probate Application 10 Really easy to complete one of the most user-friendly websites around Brilliant idea and a much better way to process this sort of information. Thank you. I found the online option extremely useful and for someone like me in their later 60s very easy to follow. For straightforward matters I found this to be a significant forward stride in relation to the hard copy PA1 and attendant office visits.
Civil
Civil Money Claims 12
Civil Money Claims signposting 13
Civil Money Claims notification 14 Claimants: Very easy site to use, clear and straightforward. if I had known how easy it would be I would have made the claim ages ago. I do believe the whole court process is antiquated and needs to be updated and all services should be like this. Excellent and easy to use service - great initiative to support small claimants Rather than waiting 4 weeks to get an acknowledgment that its been issued, I got it in seconds Defendants: Simple and direct. Excellent Very straight forward easy to follow
Tribunals
Social Security and Child Support Submit Your Appeal 16
Social Security and Child Support Track Your Appeal 17
Social Security and Child Support user feedback 18 Courts, judges, decision all quite frightening. This calms you down. Its easier to track it this way rather than waiting on hold for half an hour waiting to get through to somebody. Its easy to keep track of whats happening. Its really good. Its got everything I need. I wouldnt even have to ask anyone because its all there
Crime
20 Make a Plea online
Single Justice Procedure & Automated Track Case Management 21 ATCM Absolutely brilliant. It is so clear and easy to read and I love the screens. Built-in validation will be a huge time saver. (Legal Adviser) I have worked with system developers before and it has never been as good as this. I think it is good, its clear, intuitive, easy to read and quick to move around the screens. (Magistrate)

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Sidonie Kingsmill - #DigiEvol18

  • 1. HMCTS Reform putting the user at the centre of our courts and tribunals Sidonie Kingsmill HMCTS Customer Director
  • 2. The system we are reforming 2 Forbidding and hard to navigate with high barriers to entry, few simple routes even for simple things, and many processes that feel designed round experts rather than users which damages access Inefficient with labour intensive, paper-based processes, resource and time allocation that dont match the work being done, and too much dependence on physical hearings even for things like case progression Overstretched and showing signs of strain with buildings not fit for purpose, and an impression of disregard for the time and trouble of others
  • 3. 3
  • 4. HMCTS Reform will mean our courts and tribunals can better meet the needs of the people who use them Our times with the advent of the internet and an explosion in new technology provide the opportunity for radical change. Traditional ways of working are being upended, not just in justice but across the board. To secure and enhance the global reputation of our justice system, therefore, we must respond to those changes radically and quickly and the rapidly evolving needs and expectations of everyone who uses our courts and tribunals. At their heart, these reforms are about meeting the needs of all those people judges, magistrates, the legal professions, witnesses, victims, defendants, individual citizens and businesses of all sizes. In delivering a proportionate and effective justice system to them, we should be competing not just with the best jurisdictions around the world, but with every modern consumer experience they have in their lives, from skyping their family and friends, to online banking, to entering into contracts with businesses on the other side of the planet. s The implication of the ambitious vision for change, and the continuously evolving needs and expectations of those who use courts and tribunals, is that we must embrace a transition towards becoming a customer-focussed organisation..
  • 5. Our guiding principles 5 Building in partnership Increasing accessibility Being proportionate and segmented Strengthening our strong, independent and trusted justice heritage Increasing transparency and accountability Securing financial sustainability Designing for 2050 not 2018 Putting people at the heart
  • 7. Online Divorce Application what were reforming 7Current 15-page D8 form new online service launched to the public in May 2018
  • 8. 8
  • 9. Online Divorce Application user feedback 9 Thank you ever so much for making this process so much less painful than it could have been, especially as a disabled person. The service was a lot easier because I use a wheelchair and didn't have to go out, and I also found it very easy as an autistic person to get support from the team when I had questions. Rebecca It was marvellous, pain free and less stressful than the paper form which I tried several years ago to complete but got fed up of it being rejected. Elaine Its a very accessible and easy-to-use system; well done to all involved in its design. Judge Clarke
  • 10. Online Probate Application 10 Really easy to complete one of the most user-friendly websites around Brilliant idea and a much better way to process this sort of information. Thank you. I found the online option extremely useful and for someone like me in their later 60s very easy to follow. For straightforward matters I found this to be a significant forward stride in relation to the hard copy PA1 and attendant office visits.
  • 11. Civil
  • 13. Civil Money Claims signposting 13
  • 14. Civil Money Claims notification 14 Claimants: Very easy site to use, clear and straightforward. if I had known how easy it would be I would have made the claim ages ago. I do believe the whole court process is antiquated and needs to be updated and all services should be like this. Excellent and easy to use service - great initiative to support small claimants Rather than waiting 4 weeks to get an acknowledgment that its been issued, I got it in seconds Defendants: Simple and direct. Excellent Very straight forward easy to follow
  • 16. Social Security and Child Support Submit Your Appeal 16
  • 17. Social Security and Child Support Track Your Appeal 17
  • 18. Social Security and Child Support user feedback 18 Courts, judges, decision all quite frightening. This calms you down. Its easier to track it this way rather than waiting on hold for half an hour waiting to get through to somebody. Its easy to keep track of whats happening. Its really good. Its got everything I need. I wouldnt even have to ask anyone because its all there
  • 19. Crime
  • 20. 20 Make a Plea online
  • 21. Single Justice Procedure & Automated Track Case Management 21 ATCM Absolutely brilliant. It is so clear and easy to read and I love the screens. Built-in validation will be a huge time saver. (Legal Adviser) I have worked with system developers before and it has never been as good as this. I think it is good, its clear, intuitive, easy to read and quick to move around the screens. (Magistrate)