Leaving no one behind: Enabling 17,000 people to adopt HM Courts and Tribunals Service’s digital-first services

Offering digital transformation support to customers who do not want to leave their users behind - particularly those with limited digital skills, restricted internet access, or low confidence using online services.

Image of a young man completing work with his mum

The Situation:

Having begun a major transformation programme to digitise court and tribunal services across the UK, HM Courts & Tribunals Service required additional support.

In 2021, they launched the  National Digital Support Service which sought to ensure no one was left behind during this digital change, appointing us to provide dedicated support for users unable to access digital services independently.

This programme and partnership enabled citizens to navigate court and tribunal services with confidence, making sure vulnerable and digitally excluded users could continue to access essential services throughout the digital transformation journey and beyond.

 

Our Solution:

The Digital Support Service was launched within 12 weeks, targeting people who are digitally excluded and need help completing online HMCTS forms. 

Through a network of more than 100 community partners and trainers, we are able to deliver the programme across England and Wales.

Our community partners provide in-person support at local venues such as:

  • Libraries

  • Community centres

  • Advice hubs

If a remote appointment is requested by the individual, our community partners will deliver support over the phone or via video call.

“After running a competitive tender process, We Are Group were selected to manage a new national service, delivering Digital Support across England, Wales (including support in Welsh), and Scotland. Following design and testing, they ramped up to a full, national service.”  

- HM Courts and Tribunals Service

Our Impact:

Pound sign icon

Supported 17,533 people since 2021
Person outline with a heart

Scheduling 22,833 Digital Support appointments
Hands grouped together

96% customer satisfaction rate in 2025.
Telephone icon

People connected to a real person over the phone within 32 seconds (on average).

Become a partner:

If you are interested in becoming a training partner visit our partner page.

Find out more

Work with us:

If you would like to work with us or have any questions, complete our business enquiry form.

Send an enquiry