Modernising the Courts and Tribunals Service The future of Reform - Civil update

1. Modernising the Courts and Tribunals ServiceThe future of Reform - Civil update Public User event 5th November

2. Thesystem we are reforming Justice System designed around experts rather than citizens we serve. Paper based systems & poor IT infrastructure, which drives over reliance on physical hearings to move cases forward. The result is to sink scarce resources into crumbling estates and manual processing instead of good services. Arcane processes that are hard to administer & even harder to navigate. Court is used to solve issues better dealt with elsewhere. Resource and time allocation does not reflect the work being done – simple things can take a lot of time.

3. Our guidingprinciples Ajustsystemthatisbuiltinpartnershipwith and aroundthe needsofthosewho useit A system that is transparent, accountable and continually reviewed A system that is accessible A system that is financially viable A system that is proportionate and segmented A system that is future proofed, designed for 2050 not 2015 A system with our people and our users at its heart Strengthening our strong, independent and trusted justice heritage

4. Civil, family and tribunals in 2023 • Users will be able to manage and resolve disputes fairly and speedily, involving more mediation, fewer hearings, simpler processes and online routes through the courts. 

5. An end to end MVP process Capabilities coming soon Capabilities delivered Application, Fees and Remission Pre-proceedings Response and Case Consideration Hearings and Decision Review and Enforcement Value Chain Landing pages to obtain info / explore options Conducting a hearing digitally or making a final decision without a hearing Progressing a case after issue through to and including the point at which it is listed for hearing or concludes without a hearing Complete / submit an application and pay a fee or apply for HWF Handling an appeal User Journey (within HMCTS) Triage Already in place for citizens. MYHMCTS landing page for prof users to access reformed services. Access is restricted to a limited number of IP addresses or two factor authenticate-ion. Must Citizens can set up an account and submit, pay for and respond to an application and upload required documents in support e.g. marriage certificate. Prof users can register their organisation, create access and progress cases, pay on account and provide access to others within their organisation. They self serve in relation to notices of acting once their client has given authorisation..All users can get support with registration / account queries and can make necessary changes e.g. to their account email address. Paper applications / fees and correspondence are received and processed via bulk scan. MVP+ Prof users can share case information outside of their organisation Those wishing to apply for Help with fees can do so online as a part of the application journey. Must Citizens and professional users can access pages to track the progress of their case/s, find out what happens next, access guidance and take action. Notifications are received when there is a status change and reminder notifications are sent when key action is due. Users can notify HMCTS if a case is paid, settled withdrawn etc, raise a query on their case by telephone, webchat or by completing a web form and can submit and pay for any interlocutory applications on existing cases. Cases that are closed, concluded are reflected as such on CCD. Must Cases can be moved into the correct work baskets for individuals or groups whether judges, authorised officers or case worker roles so that appropriate action can be taken. Case details and documents can be viewed in a user friendly format and users are able to produce orders with ease, annotate draft orders and move cases on to another person or group with notes/instructions to explain why. MVP+ Orders and other communication can be produced in a way that compliance / responses (using a single due date) can be tracked and next steps automated where appropriate. Must Citizens can upload documents, evidence (with standard naming conventions) and professional users can upload pre prepared PDF bundles which can then be viewed by case workers, judges and the other parties in the case. All parties can provide the necessary information required for a hearing. DWP and HO can upload evidence directly onto CCD. MVP+ For action being tracked, users have a clear way to confirm compliance so as to enable automation of the next step, which as a minimum, will move cases to the appropriate case worker basket for triage. Must Staff are able to prepare digital hearing bundles in a timely way making them available to parties and the judge/panel during hearings and determinations. Judges, panel members and parties in SSCS are able to participate in Continuous Online Hearings. MVP+ Judges, authorised officers and case workers can use structured questions and answers capability to help progress cases. All users can choose to share their annotations. Must Judges and panel members are able to easily access bundles and documents necessary to be able to conduct a paperless hearing / determination. Judges and staff are able to record decisions arising from hearings / determinations easily using pre-populated templates so that the orders are made available (or by sent to bulk print) on the same day. MVP+ Judges and users can view and access all relevant documents on the digital case file which are organised into categories for ease of reference. As a minimum staff can use the bundling tool to create an indexed digital PDF of the file and forward it to the appeal court or tribunal. Online applications with guidance and signposting Attend your Asylum Appeal hearing held using the digital bundle Respond online or on paper Lodge and pay for interlocutory applications Services • Divorce and Financial Remedy • Probate • SSCS • OCMC • IAC • Public Law and Adoption Upload evidence Upload, rotate, zoom, annotate a document Judge or authorised officer manages case digitally Get your order digitally Track progress Pay fees online, by phone or by PBA Get a digital bundle before your Asylum Appeal hearing Have a continuous online hearing in your Social Security Appeal Tell us a case is paid or settled Search for a case that you have access to MyHMCTS Register your organisation and set up users Get digital notifications Scaling digital work allocation Use web chat

6. Civil • What our reforms have delivered so far: • Over 100,000 online claims using Online Money Claims Online have been made since the service’s launch last year. More than 300 settlements have been reached online without involving the court. • The online system for legal professionals supporting multiple claims is being piloted with 10 law firms and nearly 5,000 claims have been issued. • Court users in the Queen’s Bench Division (Claims and Appeals) and the seven business and property courts outside London can now issue claims, file documents and pay court fees online. Over 9,500 cases have been issued.

7. Online Civil Money Claims

8. Online Civil Money Claims • Changes based on user feedback... You said: “The order of the pages are too confusing. I enter the details of my claim then I am asked to do this again in a timeline on the next page!” We did: We made a content change to inform users that there was a timeline on the next page

9. Online Civil Money Claims • In September this year, we started: • The ability for parties to give their hearing information digitally . This has seen the transfer of a case for hearing from 56 days to 4 days.  • An opt-out mediation pilot in Online Civil Money Claims, offering claimants and defendants the opportunity to resolve their case out of court for defended claims up to £300. • A pilot where Legal Advisers will give directions in defended claims up to £300.

10. Online Civil Money Claims

11. Online Civil Money Claims • Online Civil Money Claims feedback: • “It’s so handy to be able to issue a claim online and at our convenience. Saves a lot of stress and time!” • “Being able to issue a claim 24hrs a day is great!” • "I think the claim process is well organised with plain English and easy instructions to follow" • "I have been paid within 30 mins of making the claim, fantastic service"

12. Civil • Over the next 12 months, we will… • Complete the digitisation and transformation of the Online Civil Money Claims Service (OCMC) for money claims up to £10,000, including all the in-court handling. • Begin the delivery of a digital process for other Part 7 and 8 claims in the County Court, building on the early success of our Private Beta service. • Develop functionality that can be re-used by other services.

13. Personal Injury claimsWhat do we know…. 137k court claims issued per year 99% of claimants are represented 84% of cases are defended Paper-based processes

14. Personal Injury claims • Progress to date…. • A private beta service was introduced in September 2016 and is currently available to 10 firms of solicitors. • A claim can be completed online, submitted with payment, confirmed as issued and downloaded for solicitor service.

15. Personal Injury claims • Progress to date…. • Discovery – understanding the service • User engagement – identifying pain points • and future opportunities • Developing our plan for delivery

16. Personal Injury claims • Opportunities…. • ‘A single point of entry to digital services’: • - Expert User Interface: Providing the ability for organisations to register; create individual user accounts; and share cases within their organisation. • - Professional API service: providing the ability for claimants’ case management systems to interact directly with HMCTS systems to reduce rekeying of data and speed up the experience. • ‘An end to end digital service​’ • Streamlining the provision of information; digital upload of documents; and production of digital orders. • Better information and data • Providing users with up to date information about their case; signposting to relevant guidance; and providing the business with performance data.

17. Personal Injury claims • Next steps…. • Forming detailed proposals • Validating with users • Developing the technology and delivering • change

18. Civil Enforcement • We know that.... 89%  of all applications are  made by bulk claimants 96% of defendants  are individuals 600,000 • Enforcement applications each year Various different  Enforcement options  available

19. Warrants of Control Support Centres • Pilots were introduced in the North-East and North-West Regions,  •      taking a new approach of engaging with debtors early by • contacting them, via telephone, within the first 21 days of a warrant • being issued. • This has resulted in 35% of warrants being resolved at the centres without the need for transfer to a local court/bailiff; most resulting either in full payment, or the setting-up of an agreed payment plan. • All 12centres became operational on 1st October 19. It is  •     anticipated that the centres should achieve similar results to the     •     pilots.

20. Warrant of Control Support Centres • 12 centres managing 360k warrants from • 133 feeder courts across England & Wales • •Aldershot • •Birmingham • •Bodmin • •Doncaster • •Durham • •Huddersfield • •Liverpool • •Nottingham • •Oxford • •Port Talbot • •Weston-Super-Mare • •Willesden • Support Centre Webinar on 28 October 19 for all professional and individual users of our service

21. Warrant of Control Support Centres  • Next steps.....

22. Other Enforcement initiatives  • Postal service pilot • 5K documents served using ‘click and drop’ service •  54% of documents delivered and signed for by the named person • 98.5% received by the user within 24 hours.   • Legal advisers making unopposed Final Charging Orders  • legal advisers making 100% of all eligible orders  • 15% improvement in timeliness • less than 0.2% of the orders requiring reconsideration. 

23. Thank You