Digitisation and the tribunal user experience in the modernised tribunal service

Chaired by former Traffic Penalty Tribunal Chief Adjudicator, Caroline Sheppard OBE, this working group met for the first time in January 2023. The aim of the project is to review the ‘user experience’ of tribunal users in the light of His Majesty’s Courts and Tribunals Service (HMCTS) Tribunals modernisation programme.

The group will focus on enhancing the experience of those users who engage with the online processes, addressing issues of accessibility, usability and trust in the process. This will include applicants, respondents and representatives. The group will look at the end-to-end process from making a digital appeal to the tribunal through to the final outcome, with or without an online hearing. The aim is to identify any touch points or areas for improvements to ensure a fair, accessible and effective process, and address perceptions of barriers to online engagement.

An interim report was produced in March 2024 and the final report published in March 2026.