Research and analysis

Evaluation of the National Digital Support Service

An evaluation of the National Digital Support Service (NDSS) to understand how the service was working for users in receipt of support and the delivery partners providing the support.

• From: HM Courts & Tribunals Service and Ministry of Justice
• Published: 26 March 2026

Documents

HMCTS Evaluation of the National Digital Support Service

PDF, 1.09 MB, 105 pages

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National Digital Support Service Evaluation Findings (Infographic)

PDF, 334 KB, 4 pages

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National Digital Support Service Findings (Accessible version of infographic)

HTML

Gwerthusiad o’r Gwasanaeth Cymorth Digidol Cenedlaethol

PDF, 1.35 MB, 111 pages

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Gwerthusiad o’r Gwasanaeth Cymorth Digidol Cenedlaethol (Inffograffeg)

PDF, 348 KB, 4 pages

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Details

HM Courts and Tribunals Service (HMCTS) commissioned IFF Research in 2022 to evaluate the National Digital Support Service (NDSS). The evaluation aimed to understand how the service was working for users receiving support and for the delivery partners providing it.

The research was carried out in three phases, allowing findings to inform the ongoing rollout of the NDSS as it developed. The evaluation ran from July 2022 to July 2025.

Published 26 March 2026