Case Study: HM Courts & Tribunals Service achieves higher satisfaction and lower costs with AND Digital

HM Courts & Tribunals Service reaches 93% satisfaction with AND Digital

HM Courts & Tribunals Service (HMCTS) needed to reduce costs and improve public service delivery through a digital transformation. The challenge involved introducing new technology, upskilling teams, and improving the user experience of its services. They partnered with AND Digital to accelerate this initiative.

AND Digital implemented a user-centric approach, conducting UX research to create user journeys and prototypes. They defined a new tech stack and established new Agile working practices, simultaneously building the product and upskilling HMCTS teams. The results were highly successful: the new platform reached 150,000 users in its first year and achieved a 93% customer satisfaction rate, the highest for any HMCTS digital service that year. AND Digital also helped form three new high-performing Agile teams.

HM Courts & Tribunals Service