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Introduction and Maturity of the HMCTS DTS Service Desk

Her Majesty’s Courts and Tribunals Service (HMCTS) is responsible for the administration of all criminal, civil and family courts and tribunals across England and Wales, with approx. 17,000 staff operating from over 500 locations.

The Digital Operations function within DTS (who support a diverse set of users including citizens, court and tribunal staff, the Judiciary and legal professionals), sought a partner who could bring thought leadership alongside service delivery. They required operational improvements and changes to keep pace with this rapid digital transformation programme, not least of which was the implementation and maturity of a robust service desk solution, all whilst continuing to run a secure, high performing business as usual (BAU) service.

Read this customer story to find out how over a period of 4 years, we worked with DTS to deliver an efficient and reliable service desk – taking their IT service desk utilisation from 1 portfolio with 18 services, to over 7 portfolios and 220 services.