• Case Study
  • Central Government
  • Digital Transformation

Increasing Service Desk utilisation by 992% at HMCTS

By Methods21 July 20221 min read

Find out how Methods worked with the Digital Operations function within HMCTS Digital & Technology Services (DTS) over a period of 4 years to deliver a robust and reliable Service Desk – taking their IT service desk utilisation from 1 portfolio with 18 services, to over 7 portfolios and 220 services in this customer story.


HMCTS Service Desk Utilisation


The Digital Operations function within DTS support a diverse set of users including citizens, court and tribunal staff, the Judiciary and legal professionals. They sought a partner who could bring thought leadership alongside service delivery as they required operational improvements and changes to keep pace with their rapid digital transformation programme, all whilst continuing to run a secure, high performing business as usual (BAU) service.