Change and Transformation in the Public Sector
The digital transformation of the UK Supreme Court into a modern, world-leading court that is open, inclusive, and able to deliver increased levels of public awareness and trust. The resulting new websites, external portal and case management system are now viewed worldwide as models of best practice.
The UK Supreme Court is the country’s highest court of appeal, with responsibility for cases of significant public interest, such as the prorogation of Parliament during Brexit and Scottish independence. In 2022, it embarked on an ambitious digital transformation programme, with a vision to become a modern, world-leading court which is customer-centric, open, transparent, inclusive and efficient, with increased levels of public awareness and trust. Capgemini Invent was selected as UKSC’s delivery partner for its expertise in digital transformation, public-sector and change management consulting.
The Court’s operations had been hindered by inefficient processes that made limited use of technology, replicating old paper-based processes. Record-keeping was fragmented, data quality poor and information on the website not easily accessible. As a result, there was administrative inefficiency, long timescales for processing case applications and difficulty for those engaging with the Court to find the information they needed.
Capgemini Invent helped the Court to refine a ‘wish list’ of technology-driven improvements into an achievable roadmap with a compelling case for change to secure Treasury funding for the project. It then mobilised the programme to deliver the new digital tools and organisational changes.
Capgemini Invent embedded its team within the Court to facilitate adoption and cultural change. With no pre-existing programme and change management function, Capgemini Invent helped upskill the Court in digital delivery, overcome resistance to change and instil a continuous improvement mindset through engagement workshops, training sessions and hands-on involvement. Agile methodologies were introduced through dry-run sprints, allowing staff to experience and adapt to the new systems before full implementation.
The transformation delivered measurable benefits:
Efficiency gains: automated processes reduced case processing times and administrative workloads. Tasks that previously took half a day are completed in under 30 minutes.
Enhanced accessibility, transparency and inclusion: a user-friendly external portal and websites made it easier for diverse users to engage with the Court.
Cultural shift: staff embraced digital ways of working and a newly formed Operations Committee continues to refine and improve systems.
An open, transparent and collaborative approach with shared ownership over programme outcomes ensured Capgemini Invent and UKSC worked flexibly to successfully deliver the programme vision, with the Court now seen as a leader in digital justice reform in the UK and internationally.
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