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Future Services Programmme – Transforming Service Management at HMCTS

The Digital & Technology Services (DTS) initiated the Future Services (FUSE) Programme to drive their ambition to mature operational support to ensure it is targeted to meet end user needs, standardised to be more efficient, and optimised to reduce resource consumption and cost.

Using Agile methodology enabled delivery of the transformation at pace and to high quality in the midst of significant business change. The result was an acceleration of Service Management maturity at a critical time for HMCTS, without disruption to live service.