Civil and Family Court Offices (Face to Face Services)

Tuesday 17th May 2011 Written Statements

[The Parliamentary Under-Secretary of State for Justice (Mr Jonathan Djanogly)]

Following the creation on 1 April of Her Majesty’s Courts and Tribunals Service (HMCTS), I have agreed that the agency should explore the potential to modernise the way in which face to face services in the civil and family courts are provided through its public counters. This will allow a clearer focus of resources on those services which require face to face service and those which should be conducted through alternative means such as online or via the telephone.

In line with many other parts of Government business technology has revolutionised the way in which people conduct business with the courts. 70 % of money claims are now submitted online. HMCTS is now exploring potential to further improve the services it offers to courts users by providing for centralised administration centres. We now expect public services to modernise and provide services outside normal court opening hours. There must, of course, always be mechanisms to deal with urgent business and queries, HMCTS will explore the extent to which court users needs can be met with a system of appointments. For other work, court users will be directed towards using the appropriate online channel and call centres through the use of clear sign-posting in court, within information leaflets and on the internet.

The modernisation of current arrangements will not deny access to services nor create an additional burden for the public and is expected to improve overall efficiency and service standards. The proposals do not affect access to court hearings or the future of particular court buildings.

A document called the “Framework for the Provision of Front Office Services in Civil Courts” was published in September 2008 by what was then Her Majesty’s Court Service. This document allowed some flexibility locally to adapt the delivery of face to face services in the civil courts. Local decisions on modernisation will be undertaken within that framework including local consultation where necessary. However should the need arise the framework will be revised and a copy will be placed in the Library of the House.