The Administrative Justice Council (AJC) has published its final report on digitisation and the experiences of users across the modernised tribunal system.
The report, produced by a working group chaired by Caroline Sheppard OBE, is the cumulation of a years-long review of the impact of digital reforms on appellants, their representatives, judicial office holders, tribunal staff, and government respondents.
It contains 11 recommendations focused on improving access, usability, processes and effective use of technology for those working in the system.
The working group aimed to review the user experience of tribunals in the light of the Reform Programme of modernisation led by HM Courts and Tribunals Service (HMCTS) and identify opportunities for improvement.
Tribunals play a pivotal role in the administrative justice system, handling thousands of cases linked to public services such as welfare benefits and immigration and asylum.
The working group’s report identifies the significant digital infrastructure and operational improvements delivered by the Reform programme and highlights areas where challenges remain.
It found that advances in online case management and virtual hearings have introduced efficiencies and flexibility, particularly in high-volume jurisdictions. However, users across multiple jurisdictions reported issues around unclear or inconsistent communications, difficulties uploading evidence, and practical obstacles navigating digital systems.
The report observes that remote hearings, now widely used, have provided flexibility but can be undermined by technical issues, limited privacy, and inconsistent support.
The working group recommends strengthening tribunal communications through a multidisciplinary approach, embedding a Champions within HMCTS and improving the availability and quality of tribunal data.
It also proposes the development of a long-term digital platform for remote hearings and encourages the careful development of AI‑enabled tools to support case triage, document summarisation and transcription.
The report further recommends trialling commercial off-the-shelf digital systems in unreformed tribunals and ensuring tribunal judiciary and staff have the technology they need to operate effectively.
Overall, the report concludes that sustained investment, procedural clarity, and user-focused design, particularly for vulnerable and unrepresented appellants, are essential to realise a fair and fully functional digital tribunal environment.
The Senior President of Tribunals and Chair of the AJC, Lord Justice James Dingemans, said:
“This report highlights both the achievements of the Reform programme and the areas that require continued attention.
“The recommendations offer a path forward, ensuring that digital reform continues to strengthen accessibility, fairness and public confidence in our tribunals. I am very grateful to all of the members of the working group.”
Download the full report, including its executive summary and list of recommendations, via the link below.
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seen at 15:07, 10 March in Courts and Tribunals Judiciary.