Modernising courts and tribunals: benefits of digital services
Source: gov.uk (2025-03-24)

This guidance provides information about how HMCTS developed its digital services as part of the HMCTS Reform Programme and the benefits to users.

Between 2016 and March 2025, HMCTS undertook a reform programme which digitised multiple services. It transformed the experience of using and administering many services across our courts and tribunals.

The vision, set by then Lord Chancellor, Lord Chief Justice and Senior President of Tribunals, was to transform the system and build on three core principles of being just, accessible and proportionate (https://assets.publishing.service.gov.uk/media/5a803d9ae5274a2e8ab4f019/joint-vision-statement.pdf).

Through the programme we:
- launched 14 new digital services across all jurisdictions, from small civil money claims disputes to divorce proceedings in the Family Court and the management of criminal cases
- processed over 4.1 million digitally submitted cases since April 2019
- closed underused buildings or sites where upkeep was no longer sustainable, reinvesting proceeds back into the programme
- invested in future sites, as well as tackling ongoing maintenance and repairs
Our digital transformation

Before the reform programme, courts and tribunals relied on outdated paper processes which were hard to navigate, ageing IT systems and an estate it had inherited from predecessor organisations where buildings were underused or no longer suitable.

Main achievements

Through the programme we:

installed video technology in 70% of courtrooms, including 90% of Crown courtrooms, allowing parties to join hearings remotely

managed over 2.3 million criminal cases (up to December 2024) through Common Platform, a single digital case management system in the criminal courts

established five modern service centres which alongside our national business centres used the latest technology to answer over 2.8 million calls during 2024, and for the first time provide a centralised, dedicated service to public and justice partners

reduced processing times across services

achieved consistently high user satisfaction rates, including 80% for online divorce, 92% for online civil money claims, 85% for social security and child support appeals

Explore our digital transformation journey by reading our CEO’s blog post on Inside HMCTS (https://insidehmcts.blog.gov.uk/2025/03/24/modernising-courts-and-tribunals-what-weve-achieved-and-learned/).

Benefits and impacts

Faster, simpler services for those who need them

We’ve made courts and tribunals services easier to use and more efficient to run. We can provide faster access to justice for those people who need it – often when they’re facing very difficult periods in their lives.

Among others, we provide services and support for:
- every victim, witness and defendant who has experienced crime
- businesses and their clients, who have not been paid or charged fairly
- grieving families seeking probate
- families that need courts and tribunals to protect the vulnerable
- those experiencing the breakdown of a relationship and divorce
- claimants for services who may be experiencing financial hardship
- people needing to resolve disputes with their employer, such as discrimination or unfair dismissal
- asylum seekers seeking safety
- those appealing benefits decisions, holding the powerful to account
We’re proud of our consistently high user satisfaction rates. For example, over 93 % of people were satisfied with their experience of applying for probate online.

Resilience and flexibility

New digital services have provided greater resilience. Where services have been moved onto a single digital platform, we can continue to administer justice in times of crisis - even when people may not be able to attend courts, tribunals or service centres physically – for example, as a result of bad weather, public health issues, transport disruption or building maintenance.

Having developed many digital systems ourselves, we can continue to adapt, develop and improve them to meet changing circumstances, whether that’s as a result of policy, technological or user needs.

Environmental benefits

Sustainability benefits are significant as digital services replace paper files and the need to move them between sites.

Digital services have reduced paper usage and travel requirements, saving an estimated 3.2 million kilograms of carbon dioxide equivalent annually, which equates to taking 1,485 cars off road for a year.

We also estimate that by enabling digital applications through our services, we’ve saved the equivalent of nearly 55 million sheets of paper since 2019.

Data and insight

Reformed digital systems are giving us quality insights and data to support further improvements to services. The data feeds into assessment reports that measure how effectively our reformed services are performing (https://www.gov.uk/government/publications/assessing-access-to-justice-in-hmcts-services) against pre-defined criteria.

The data also helps us to identify trends and potential issues quickly, so we can act on them effectively to improve or resolve problems.

Discover detailed performance data and statistics about our reformed services (https://www.gov.uk/government/statistical-data-sets/hmcts-management-information-reformed-services-december-2024?utm_medium=email&utm_source=) in our latest reformed services report.

Digital services

Case studies

Case studies show examples of how our digital services have improved access to justice and their benefits to users. (https://www.gov.uk/government/collections/modernised-court-and-tribunal-services)

Grouped by jurisdiction - for crime, civil, family and tribunals, and cross-cutting services, they include:
- service overviews
- main achievements
- user feedback and performance data
- how to access services
- further resources
Access practical case studies showing how our digital services work across:
- Crime – Including Common Platform and Single Justice Service
- Civil – Online Civil Money Claims
- Family – Online Probate and Divorce services
- Tribunals – Social Security and Child Support, Immigration and Asylum, Employment Tribunals
- Cross-cutting services – Scheduling and Listing service and Service Centres
Many of our services are also available in Welsh language versions.

Getting support

We offer a free digital support service for users across England, Wales and Scotland for anyone unable or struggling to access our online services.

Support is delivered face-to-face through community and advice centres, such as Citizens’ Advice and law centres, as well as through remote sessions.

Visit our Digital Support Service webpage to find help with accessing online services. (https://www.wearegroup.com/digital-support-hmcts)

Ongoing plans for modernisation

While the Reform Programme has concluded, work continues to enhance our services. With modern digital systems in place, we have the foundations in place to explore how our people, new technology and ways of working can continue to improve what we do and how we do it.

We will continue to find ways to improve and enhance our services. Using data will ensure we are targeted in our efforts and will help us to pursue opportunities for innovation to achieve value for money.

In doing so, we’ll continue to work alongside the judiciary and our justice partners (https://www.gov.uk/guidance/hm-courts-and-tribunals-service-engagement-groups) to identify and provide joined-up services.

As we continuously improve, we’ll ensure our technology and physical environment work for our most vulnerable users.

We’ll share more detailed plans during April 2025.

Keep up to date with our work

There are a range of ways to stay up to date with news, insight and developments from HMCTS:
- Email: Subscribe to our weekly HMCTS Update and email alerts (https://public.govdelivery.com/accounts/UKHMCTS/subscriber/new?qsp=UKHMCTS_1)
- Social media: Follow us on X (formerly Twitter) (https://twitter.com/HMCTSgovuk), also available in Welsh (https://twitter.com/GLlTEFgovuk), LinkedIn (https://www.linkedin.com/company/hm-courts-&-tribunals-service/), Facebook (https://www.facebook.com/HMCTSgovuk/) and WhatsApp (https://whatsapp.com/channel/0029VaCIz9dKrWQqkGTRi20R)
- Blogs and podcasts: Inside HMCTS (https://insidehmcts.blog.gov.uk/)
- YouTube: YouTube video content and recordings (https://www.youtube.com/channel/UC5Altka7XMeXog5ZFzBT9dA)