Research and analysis

National Digital Support Service Findings (Accessible version of infographic)

Published 26 March 2026

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This publication is available at https://www.gov.uk/government/publications/evaluation-of-the-national-digital-support-service/national-digital-support-service-findings-accessible-version-of-infographic

1. Overview

This document summarises the findings from the evaluation of the National Digital Support Service (NDSS), including take-up, service user demographics, experiences, outcomes and areas for improvement.

2. Typical User Journey Through the NDSS

  1. A referral or self-referral is made (including referrals from CTSCs or delivery partners).
  2. Triage is carried out by We Are Group to establish eligibility and confirm the need for digital support.
  3. An appointment is booked with an appropriate delivery partner. Delivery partner is alerted that appointment has been booked. Appointment details are communicated to the service user.
  4. The appointment takes place and digital support is delivered. Follow-up appointments may be arranged if required.

3. Take-up of the NDSS

  • 10,214 individuals were triaged between November 2022 and January 2025.
  • Some users had multiple cases, resulting in 10,419 total cases.
  • 9,005 individual service users were supported during an appointment between December 2022 and early February 2025.
  • 90% of triaged cases were for users of the Social Security and Child Support (SSCS) service.
  • 84% of closed appointments were marked as having provided support (73% fully supported and 11% partially supported).

4. Demographics of Service Users

  • 46% were aged 55 or older.
  • 51% were female and 47% were male.
  • 18% were from ethnic minority groups other than white; 79% were white.
  • 89% had a health condition lasting more than 12 months.
  • 82% were not in paid work; 43% had an annual income of less than £14,000.
  • 37% had no formal qualifications; 5% had five or fewer GCSEs.

5. Digital Capability

The need for digital support is complex and often overlaps with other needs

20% of service users had low digital capability. Others had at least moderate digital capability but sought support due to concerns about the complexity of interacting with HMCTS services.

6. Experiences of Triage

  • Service users most ​commonly sought ​digital support (85%). ​ However, they were ​
    also often seeking legal (74%), procedural (69%), or emotional support (43%).91% agreed the triage adviser understood their needs.
  • 81% agreed it was easy to get through to an adviser.

One service user said: “The way she talked, her manner, her professionalism… it wasn’t like she was a machine sitting in an office going through the motions. It felt as if she did care.”

7. Appointment Experiences

  • 94% needing help accessing the form received this help.
  • 84% needing advice on the content of their case received this help.
  • 72% needing emotional support received this help.
  • 77% felt clear about next steps after support ended; 20% did not feel clear.
  • Online forms were submitted during appointments for 75% of service users.

8. Outcomes and Impacts for Service Users

  • 80% reported that NDSS support made completing their form easier.
  • 18% would not have submitted the form at all without NDSS support.
  • 19% would only have been able to submit the form on paper without the service.

9. Satisfaction with the NDSS

  • 86% were satisfied overall with the support received.
  • 5% were dissatisfied, mainly due to rushed appointments or unresolved issues.
  • 68% said the support matched or exceeded expectations.
  • Advisers were described as knowledgeable (82%), professional (92%) and understanding (91%).

One service user said: “100 times better than expected. I didn’t expect it to be as easy or as nice. The main thing was that it felt as if somebody did care about what was happening with me.”

10. Implications for Improvement

  • Increase awareness of the NDSS.
  • Allow delivery partners to triage walk-in appointments directly.
  • Review the delivery partner fee structure and definition of ‘digital support’.
  • Provide clearer information at triage about face-to-face appointments, what to bring, confirmations and directions.
  • Allow more time in appointments for explanations and rewording of questions.
  • Provide additional staff training on Online Civil Money Claims (OCMC) and supporting users with sensory disabilities.
  • Ensure appointments are conducted privately.
  • Improve signposting to further support and next steps.
  • Support closer working relationships between delivery partners and HMCTS.

One service user commented: “Very little is known about them… there’s not really any information on how they can support you.”

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