HMCTS Digital Support Service

Tender description

Her Majesty’s Courts and Tribunals Service (HMCTS) is undergoing a £1bn Reform Programme. The reform programme aims to ‘bring new technology and modern ways of working to the way justice is administered’. Each of the Programme’s service projects has been looking to re-design the end to end service, increasing the automation and digitisation of processes, such as online forms and payments. The intention was that as many service users as possible will take up these digital offers. However, the HMCTS customer base is a varied one, and there is a need to support a potentially significant number of digitally excluded users who cannot or choose not to go online by themselves. This principle underpins the HMCTS vision of a justice system that is accessible to all. HMCTS also recognises that the customer base faces a wide range of digital exclusion barriers that they may require assistance and support to overcome. We define ‘access’ as the ability for any person to find and use the necessary resources to interact and journey through court and tribunal services, without having to overcome any unreasonable barriers to doing so. There are many barriers that may hinder members of the public from accessing our future services. This may include, for example, financial constraints, lack of internet access, low confidence in using digital services, poor literacy or disability. The key role of this service is to provide users of HMCTS services who may face barriers to accessing digital platforms with the bespoke support required to successfully access justice services digitally. The reason a user may require support may differ from user to user, and users may have multiple causes of digital exclusion that require addressing. Lot 1: The key role of this service is to provide users of HMCTS services who may face barriers to accessing digital platforms with the bespoke support required to successfully access justice services digitally. The reason a user may require support may differ from user to user, and users may have multiple causes of digital exclusion that require addressing. Users may require a variety of different types of digital support, covering the end-to-end user journey for HMCTS services. This may range from understanding the HMCTS service and why it exists, through to assisting with completing a HMCTS form. Whilst the scope of this contract is to help users’ access and complete online services, further support such as practical, procedural or emotional support may also be needed. This further support should be delivered as part of the digital support interaction. Other services offered by an organisation may also be needed to ensure the success of a digital support interaction. This can include signposting to or delivery of other HMCTS service support. This should be included in the Total Charge Per Outcome as set out in appendix G. Users of DS are unlikely to have firm expectations of how DS is delivered, or the aims are achieved. The key priority is that users needing to access a HMCTS service are informed of their options, and if happy to complete online, are supported to access and/or complete DS correctly. A provider of this service needs to locate and establish contact with potential users in England, Wales and Scotland (for reserved tribunals). This will be by building on or establishing strong relationships with local organisations which potential users will have contact with. Please see the specification document for the full description of the nature of quantity of the service requirements. Additional information: Full tender documenation can be found on the MoJ Sourcing Portal, found at "https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html" Once registered for the MoJ Sourcing Portal, please navigate to the ITTs and search for "HMCTS Digital Support" or "ITT_5275".