Leaving no one behind: Enabling 17,000 people to access HM Courts and Tribunals Services' online forms
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.
The Situation:
Due to a reform programme to move services online, HMCTS launched the National Digital Support Service in 2021. The service 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.
Our Solution:
The National Digital Support Service was launched, assisting people who are digitally excluded and need help completing HMCTS online 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 a user, 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:
Supported 17,533 people since 2021
Scheduling 22,833 Digital Support appointments
96% customer satisfaction rate in 2025.
Become a partner:
If you are interested in becoming a training partner visit our partner page.
