As our Reform Programme draws to a close this March, it's time to reflect on our journey to modernise the courts and tribunals system. What began in 2016 as an ambitious vision to transform justice has delivered fundamental changes to how we serve the public and legal professionals alike, all contributing to the resilience we needed to withstand a global pandemic.
Reform was not a choice, but a necessity in creating a modern public service. We had to move away from the posting – and even faxing – of paper forms which slowed down processes and increased the chances of mistakes and delays. It’s almost inconceivable to think that we operated like this just a few years ago. And our use of video hearings – which through Reform we now all see as a daily way of managing hearings in today’s world – has ramped up significantly in a relatively short space of time, a profound change in transforming access to justice and an indicator of how much we’ve changed together.
The numbers tell a compelling story: over 4.1 million cases submitted digitally, user satisfaction rates of 93% for online probate and 85% for social security appeals, and well over half a million members of the public using our digital civil money claims service. But behind these statistics lie real improvements in people's lives – from the solicitor supporting their client to resolve a building dispute in just 10 weeks through our modernised service, to the thousands of bereaved families accessing a modernised probate service.
We've achieved this transformation while preserving the fundamental principles of justice that have served our nation for centuries. Our reforms haven't just been about digitisation – they've been about breaking down barriers and making justice more accessible. We've moved away from incomprehensible paper forms and unnecessary journeys to court buildings, replacing them with straightforward digital systems and remote hearings where appropriate. And we’ve done so in partnership with others across government – with colleagues ranging HM Revenue and Customs, Legal Aid Agency and Driver and Vehicle Licensing Agency to name just a few – and a whole host of justice partners and agencies.
The legal profession has been instrumental in this journey. Your feedback has shaped our direction – take the decision to retain the Digital Case System in the Crown court, for example – and your patience has been invaluable as we've worked through inevitable challenges. It has been very, very hard at times – the scope of our original ambitions proved too broad, and yes, the programme has taken longer than initially planned. But we've learned from these experiences, improving our feedback processes and adopting a more measured approach to change.
We’ve navigated these challenges and done so together, even in areas where it has been most challenging and most complex. Let’s use the example of Common Platform, which undoubtedly sits in this category – we’ve still transformed how justice partners share information, enabling all parties – from police to prosecutors, defence teams to probation services – to access case materials in real-time. While I make no secret of the fact we must – and will – continue to improve the platform, the move away from multiple systems, printed documents, and email delays undeniably represents a different world to where we were before we started our modernisation journey.
The environmental impact of Reform has been significant too. Our shift to virtual hearings, now available in over 70% of courtrooms and over 90% of Crown courts, has reduced our carbon footprint by 3.2 million kilograms annually – equivalent to taking 1,485 cars off the road. This technology has not only benefited the environment but has also made justice more accessible, allowing parties to participate in hearings remotely when judicially approved.
Looking ahead, alongside eliminating the last pockets of paper processes where they still exist, we're focusing on incremental improvements that drive efficiency and quality without major disruption. This includes rolling out reformed private family law services, developing new features for money and damages claims, and creating a digital service for housing possession claims. Between April and December 2024, Service Centres and National Business Centres handled over 2.3 million telephone calls, and they’ll continue to provide consistent support across all jurisdictions.
The conclusion of the Reform Programme isn't the end of our modernisation journey – it's a milestone in our ongoing mission to make justice more accessible, efficient, and responsive to modern needs. With the continued support of legal professionals and our partners across the justice system, we'll build on these foundations to ensure our courts and tribunals meet the challenges of the 21st century.
The quiet revolution in justice administration continues. Thank you for your immense contributions to it.
Nick Goodwin is chief executive of HM Courts and Tribunals Service
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