Case Study: HM Courts & Tribunals Service transforms court services with PA Consulting

Transforming the court system to offer a 21st century service

HM Courts & Tribunals Service (HMCTS) worked with PA Consulting to transform a court system that was seen as slow, frustrating, and outdated, with unwieldy processes, aging buildings, and IT that had not kept pace with wider society. PA Consulting was brought in to help develop a radical vision for a better court service that would empower staff, use new technologies, and operate from modern, efficient facilities.

PA Consulting created an outline for a new operating model, then carried out more detailed design and change support work across HMCTS to turn the vision into a clear implementation plan. This helped HMCTS build confidence, move quickly, and secure £720 million in government investment. PA Consulting also supported workforce restructuring and skills development, helping ensure the new service could be implemented effectively and deliver a better experience for the public.

HM Courts & Tribunals Service

Richard Goodman

Change Director