HMCTS Assisted Digital Support Early Engagement Notice

This is an early engagement notice for an upcoming procurement led by Her Majesties Courts and Tribunals Service (HMCTS).

HMCTS is undergoing a GBP 1 billion reform programme which aims to bring services online. However, HMCTS recognised that not everyone who needs to use the courts and tribunals will want to access digital services, and that others may need some help and support to do so.

This procurement was initially for a face to face support service, however due to Covid restrictions we have identified we need a service which can also be delivered remotely where/when needed. Requirements for this service are based on results from a pilot programme.

The ADS service supports digitally excluded HMCTS users to complete a variety of activities, such as understanding the service, completing online forms, and supporting through the full journey. We require a partner organisation who can provide a high-quality, value-for-money service, with knowledge of digital support and sit within existing referral networks across England, Wales and Scotland.

HMCTS is planning to hold a market engagement event with the aim of engaging with potential providers. This is planned to be held on 18 November 2020, between 3 p.m. to 5 p.m. This will utilise online video conferencing software to maintain social distancing requirements. Please register your interest through the mailbox '[email protected]'

Additional information: Her Majesty's Courts and Tribunals Service (HMCTS) is undergoing a GBP 1 billion reform programme and is redesigning the way courts and tribunals services are provided. The reform programme aims to 'bring new technology and modern ways of working to the way justice is administered'.

A large part of this programme is moving services online. However, HMCTS recognised that not everyone who needs to use the courts and tribunals will want to access digital services, and that others may need some help and support to do so. To support people in this position, HMCTS is improving its non-digital channels and piloted a Digital Support (DS) service.

This procurement was initially for a face to face support service, however due to Covid restrictions we have identified we need a service which can also be delivered remotely where/when needed. Requirements for this service are based on analysis from a pilot which has been running from September 2017 to present. Findings from this pilot have now been published and will be available on the MoJ eProcurement portal.

The DS service supports digitally excluded HMCTS users to:

- understand the HMCTS service and what it is there for;

- get ready to fill in the HMCTS online form;

- understand the content of the HMCTS online form;

- fill in the HMCTS online form (either by supporting the DS user to fill it in themselves or by typing for the DS user);

- support user through full-service journey where a digital interaction is needed.

As well as providing help to use the online service, support for other aspects of a user's issue may need to be addressed through existing funding streams or working with partner organisations who support this. An example this would be welfare benefits advice prior to supporting a user to submit a benefits appeal to the tribunal.

Insight from our pilot have told us that we need a partner organisation who:

- can deliver a high-quality service whilst providing value for money;

- has knowledge of and can provide digital support for all reformed online HMCTS services;

- can identify digitally excluded users with a range of support needs and provide HMCTS funded support tailored to those who genuinely need it;

- can embed digital support into their current operating model and deliver alongside other funding to deliver holistic support;

- sits within established referral networks;

- can deliver a service across England, Wales and Scotland (SSCS only) through physical locations and/or remote services;

- is committed to user centred design and delivery and is flexible enough to iterate the service based on learning;

- has experience of supporting digital forms and staff who are willing to use and sell benefits of online services.

We are looking to deliver a fully national service to ensure those that need to access this service can do so regardless of geographical location. This may however be split into distinct geographical lots.