Online Civil Money Claims
Industry
HM Courts & Tribunal Service
Service
Design
Project
The project aimed to address citizen challenges such as lengthy claim processing times, high legal costs, and complex procedures by replacing outdated, paper-based processes with a streamlined digital data transactional service.
Synopsis
The project transformed complex, paper-based processes into a digital data transactional service, resolving issues such as lengthy claim times, excessive legal fees, and backlogs, to create a more accessible and efficient system for citizens.
The Challenge
Our research identified issues citizens encountered including; lengthy claim timings, unnecessary legal reliance and related fees, complex and unclear language and information, 3-month case process back logs.
We identified the need to replace complex, paper-based processes with a digital data transactional service..
The Project
- Met government service standard
- Passed assessments
- Easy to use system for citizens
- Compliant with legislation
- Compliant with accessibility and data protection legislation
- Increased efficiency, reduced processing times
Project Delivery
We created a service which is digital from start to finish for people issuing and responding to claims
Our straightforward user-centred digital process:
- increased processing times, with settlements now reached in 24 days
- provided useful case status tracking
- made legal information easy to understand
- removed the need for citizens to attend court
- removed unnecessary solicitor fees
Project Feedback
“This is a really good service. It was very easy to complete all the information and send the claim online, saving a lot of time.”
“One of the best parts is how quick it was. I could do it all from home in front of the computer”
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