Page 124 - Reforming Benefits Decision-Making -(updated - August 2021)

4.55 A survey conducted by the Administrative Justice Council found a high level
of need for digital assistance and support to access online justice systems.
359
Recognising that not everybody can engage online, HMCTS has been piloting
a ‘Digital Support’ service. Digital Support provides telephone, face-to-face
360
and remote (due to the pandemic) assistance for users of specific HMCTS
online services but who do not have the skills, ability or access to do so on
their own. Social Security and Child Support appeals is one of the services
361
Digital Support assists with and the vast majority (68 per cent) of
appointments have been in relation to this.
362
4.56 The telephone element is provided by HMCTS’ Courts and Tribunals Service
Centres. The face-to-face element of the pilot has been delivered by the digital
exclusion charity Good Things Foundation and is run through participating
centres which are primarily public libraries, Citizens Advice bureaux,
community centres and law centres. We are pleased that centres are now able
to type on behalf of the Digital Support user and that in response to Covid-19
centres have been able to provide the service remotely over the phone or call
363
video via web-based software. This includes being able to complete forms
by proxy provided that the user understands the service is being completed
online and can check what is entered into the form.

4.57 The Digital Support service is funded to provide digital assistance, rather than
legal advice or other support. However, as highlighted by the Administrative
Justice Council, and recognised by Good Things Foundation itself in its
364

359 Findings from 346 respondent organisations were that between 35 and 50 per cent of their service
suers would require digital assistance and support to access a digital justice system. D. Sechi,
Digitisation and accessing justice in the community (Administrative Justice Council, April 2020).
360 Previously known as Assisted Digital.
361 HMCTS, HMCTS Services: Digital Support (May 2021).
362 Other services are Help With Fees, Civil Money Claims, Divorce, Single Justice System and
Probate, which combined accounted for the other 32 per cent of appointments. Good Things
Foundation and HMCTS, HMCTS Digital Support Service: Implementation Review (September 2020)
p. 5.
363 Remote form filling on behalf of the client was previously recommended by JUSTICE in its
Preventing Digital Exclusion (2018) report, para 1.25
364 D. Sechi, Digitisation and accessing justice in the community (see n. 359 above).

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