Exemplar 22: Civil claims
Published 1 June 2013
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A new digital service to make civil claims online, starting with accelerated property possession.
Department responsible
| Department | Permanent secretary | Digital leader |
|---|---|---|
| Ministry of Justice and Her Majesty’s Courts and Tribunals Service | Ursula Brennan | Matthew Coats |
Status
The first service to be transformed - accelerated property possession claims which handles 35,000 claims a year - is now live.
Watch a short film about the the service:
Make an accelerated property possession online
Successes
User research set up for each sprint.
Cross-disciplinary team in place.
Better use of GDS’ user interface design patterns.
Accelerated property possession claims has been released to users and is live.
Passed live Digital by Default Service Standard assessment.
Challenges
Making language simpler while ensuring the accurate use of legal terminology.
Integrating the exemplar with the wider civil claims and civil justice digital service.
Next
Continuously improve live service based on user feedback.
Grow the service to include other claim types.
Investigate the viability of a ‘save and return’ function, online tracking and digital payments for potential use across the whole civil claims service.
Live service performance
See digital take-up data - the proportion of claims made using the digital service.
See completion rate data -the proportion of users who start and download their claim form using the digital service
Digital strategy statement
From the Ministry of Justice digital strategy, December 2012:
…existing digital applications which we will redesign to digitise more of the process, provide a better user experience and increase take-up.
Scope of exemplar
Civil claims are a way for the public to solve civil legal disputes or obtain money or property owed. The exemplar will create a digital service initially for accelerated possession claims, to improve the user experience and the efficiency of the service.
Digital inclusion
GDS has mapped the exemplars against the digital inclusion scale to help show where these services may be difficult for some people to use. See the rating for Civil claims.
Delivery Status
Discovery
Completed: Discovery - July 2013.
Read about the discovery phase.
Alpha
Completed: Money claims alpha build - October 2013.
Completed: Start the alpha build for accelerated property possession claims - April 2014.
Beta
Completed: Start beta development - November 2013.
Completed: Public beta release for accelerated property possession claims - May 2014.
Live
Completed: Service goes live (depending on Service Standard assessment) - August 2014.