Increase the efficiency and quality of services in our judge court – in HMCTS
[English] – [Cymraeg]
Every day, our court and court service center (CTSC) plays an important role in providing smoother and more efficient justice. Handling and agents contact there to support and guide users who might have questions or need information about their court or court case, provide increased access to justice. As part of our commitment to modernize court services through a truly centered system, we move all telephone questions for the Judges Courts in the UK and Wales to our CTSC. This follows the introduction of this approach which was successful in the northwest and southwest of last year.
By making everyone involved in providing services that are located at the center, and using a single system, a problem can be identified, handled and resolved much faster and more efficiently, without the need to send information and instructions in various locations. Benefits for people who use judges’ courts include:
- Faster processing time
- Delivery of consistent services in all locations
- Greater flexibility to meet its peak
- Court -based staff can focus on overcoming local problems
Our service in numbers
The service center is responsible for answering most of the calls to the judge court. Between April and December 2024, our service centers handle more than three-quarters of calls and e-mail related to crime. Many of this are related to judges cases and previously will be handled by the local court.
Data from our pilot area shows that the call is answered in an average of under 6 minutes, with less than 2% of calls to the service center that needs to be referred back to court, giving us confidence that this is an effective approach.
A court administrator from the northwestern region provides feedback:
“We feel the benefits of not allocating two staff to cover the phone all day. Call migration has allowed us to dedicate more time for other fields of work, such as reducing deposits and helping users with their cases, or to focus on one-to-one training.”
Likewise, feedback from South West Notes:
“The impact of call migration in the local administrative team has a deep effect on the team’s ability to reunite, focus and recalify the process, re-invest in their learning, without continuous interference with telephone calls.”
Build success
Feedback received from the northwestern and southwest regions has played an important role in the success of this transition so far and we continue to welcome the feedback through our feedback form. The Manchester Magistrates court has been able to accommodate a number of service center staff at the location, which has helped increase the knowledge of the service center about the court process.
The current low number of handoffs (where we need to submit an investigation to the local judge court) is the result of the service centers that continue to build this ability after feedback from the pilot area, which is something that will continue throughout the launch. We also recruit more call handling, and give ourselves time to train them because each region moves their calls from the judge court.
Launching timeline
This change will continue to launch in the remaining five regions between April and June 2025, and will affect professional stakeholders, such as CPS, police and community members who need to attend the court.
The service center will be the first contact point for the call, not the Regional Judge Court. The service center team can solve most of the questions, but there are some things that still need to be handled by the local court. Our staff will tell you and connect you to the right team.
Of course, you will still see our staff in the judge court to ensure the audience runs smoothly for people who work and use them. This includes the role of support in court, staff who handle immediate problems and teams that support thousands of judges and more than 250 district judges nationally.
Contact details
All callers can contact CTSC in the following ways:
- MAGISTRATESTS CENTER CENTER – 0330 8084 407
- Single Justice Procedure – 0300 303 0656
The current contact details to send an email to a local court remain unchanged.
[English] – [Cymraeg]
Increase the efficiency and quality of services in our judge court
Every day, the Court and the Court Service Center (CTSC) we play an important role in providing justice more easily and more efficiently. Those who deal with calls and agents exist to support and guide users who may have questions or need information about their court or court case, ensuring better access to justice. As part of our commitment to modernize court services by providing a correct system, we move all telephone questions for the British judges and Wales to our CTSC. This follows the success of the introduction of this approach in the northwest and southwestern Britain last year.
By making everyone involved in providing services located at the center, and using a system, a problem can be identified, handled, and resolved faster and more efficiently, without the need to send information and instructions in a number of settings. Benefits for people who use judges’ courts include:
- Faster processing time
- Provide consistent services in all locations
- Increased flexibility to handle the peak demand period
- Court staff can focus on overcoming local problems
Our service in numbers
Our service center is responsible for answering most of the calls relating to the judge court. Between April and December 2024, our service centers deal with more than three -quarters of calls and emails related to crime. Many of this are related to judges cases and previously will be treated by the local court.
Data from our pilot area shows that the call is answered in an average of less than 6 minutes, with less than 2% of calls to the service center needs to be referred back to court, giving us confidence that this is an effective approach.
Feedback is received from a court administrator from the northwestern region:
“We have felt the advantage of not assigning two staff to handle telephone calls throughout the day. Moving calls have allowed us to devote more time to other fields of work, such as reducing deposits and helping users with their cases, or focusing on one-to-one training.”
Likewise, feedback from the southwest of the British state:
“The impact of transfer of calls on the local administrative team has had an in-depth impact on the ability of the team to re-regard, concentrate and include again in relation to the process, reinvestment in their learning, without continuous interference with telephone calls.”
Build success
Feedback received by the northwestern and southwest regions of the UK has played an important role in the success of this transition to date and will continue to do this. The Manchester Magistrates court has been able to set aside a place for a number of on -Site service center staff, which has helped improve information from the court process service center.
The current low transfer (where we need to transfer the investigation back to the local judge court) as a result of the service center continues to build this capacity after feedback from the pilot area, which will continue throughout the delivery period. We also recruit more people who deal with calls, and give ourselves time to practice when each region moves their calls from the judge court.
Give a time line
This change will continue to be introduced in the remaining five regions between April and June 2025, and will affect professional stakeholders, such as CPS, police and community members who need to attend the court.
The service center will be the first contact point for a call to replace the Regional Judge Court. The service center team can solve most of the questions, but there are some problems that still need to be handled by the local court. Our staff will tell you and link you to the right team.
Of course, you will still see our staff in the judge court to ensure that the audience runs smoothly for people who work and use. This includes the role of court support, staff who deal with direct problems and teams that support thousands of judges and more than 250 regional judges throughout the country.
Contact details
All callers can contact CTSC in the following ways:
- Judge Court Contact Center – 0300 303 5178
- Center for Contact Procedure One Judge – 0300 303 5172
The current contact details to send an email to a local court have not changed.
