Question to the Ministry of Justice:

To ask the Secretary of State for Justice, pursuant to the Answer of 29 March 2019 to Question 235313 on Courts: Telephone Services, what assessment he has made of the implications for his policies of recent reports that the face-to-face assisted digital support scheme has helped just 14 people since the introduction of that scheme; and what steps he is taking to increase uptake of that scheme.

We’re investing £1 billion to modernise the justice system, making it easier to use and providing better value for the taxpayer. Our reforms will provide a range of ways to access our services (digital, paper and phone) so users can choose the way the want to interact with HMCTS at any given time. Our digital services are developed iteratively, meaning that we continuously refine them to ensure they are as simple and easy to use as possible. However, we know that this isn’t always an option for some people so our assisted digital support services help people who are less confident using online systems to use the digital services.

HMCTS is piloting face to face digital support in 18 locations. Paper forms will also remain for those who choose to use them and improvements are also being made to paper forms.

We recognise that we need to look further at how we support those who need help with the digital process. HMCTS is continuing to raise awareness of the support on offer to ensure those who require help in these pilot areas can access it. Community engagement in pilot locations is increasing the number of referrals and seven sites will be added to the face-to-face pilot in May.

Pilot face-to-face centres are able to identify and refer people who need digital support to use HMCTS services in their communities. Since starting this process in January 2019, take up of the service has increased week on week with 41 people now having had successful appointments. We are continuing to look at the ways we can ensure that people get the support that they need.