Rollout of the new digital service in England and Wales
will make the application process simpler, and reduce
uncertainty while waiting for a decision by enabling people
to track the progress of their case.
More than 2,600 applications have been received by the
service so far. The number of appeals rejected because of
errors in paperwork completed by appellants fell by 45%.
Throughout the development process, HM Courts and Tribunals
Service (HMCTS) has worked alongside the judiciary, with
members of the public and with the Department for Work and
Pensions (DWP) to make sure users’ needs are met.
Applicants who used the new service report back that it’s
easy to use and straightforward.
Comments from people lodging an appeal have included:
This is a totally new experience for me, and I never
thought I could do it by myself, but I am so pleased at
how easy it was.” – Social Security and Child Support
(SSCS) service user, September 2018
So straightforward and easy to use.” – SSCS service user,
July 2018
No glaring issues, all in all a pleasant and easy
experience.” – SSCS service user, August 2018
Regional Tribunal Judge Jeremy Bennett, Social Security and
Child Support, London Region, said:
Those that have so far appealed online seem to find the
system straightforward. The information provided on the
online appeal form seems to be of a standard that allows
judges to progress the appeals. The challenge is to find
ways to make the online appeal form accessible to as many
appellants as possible and to make it the appeal route of
choice for SSCS appellants.
The service is part of HMCTS’s ambitious £1bn programme of
reform, which aims to bring new technology and modern ways
of working to what is – and will remain – the best justice
system in the world.
