4net Technologies has signed a £16.3m contract with HM Courts & Tribunals Service (HMCTS) to deliver technology to the newly created Courts & Tribunals Service Centres (CTSCs) over the next three years.
The move supports HMCTS in its £1bn reform programme as it builds a modern system for administering justice which benefits everyone who uses it.
Susan Acland-Hood, CEO, HMCTS, said: “Courts & Tribunals Service Centres play a pivotal role in our aim to provide a service built around the needs of those who use it.
"New technology is a key part of improving the service we deliver.
"4net Technologies will provide the centres with an integrated platform of digital channels making it easier for users to contact us while also providing the right tools for HMCTS staff to deliver effectively.”
4net Technologies MD Richard Pennington said: “An integrated service centre solution using the HMCTS case management system will change the way staff work, and the way people engage with Courts and Tribunals.
"The project will use the latest technology to support the work underway to move away from these cases being dealt with administratively in local courts and tribunals thereby saving the taxpayer money and providing easier access to justice for all.”
4net Technologies will provide an integrated service centre solution delivered via ANTENNA. Set up in 2016, ANTENNA is a secure cloud-based communications service delivered in partnership with the Prime Minister’s Office, hosted in UK Government data centres.
It provides voice, contact centre, video, messaging and collaboration services to UK Government Departments across a managed and secure private network.
With over 20,000 users currently, the service is supported by a dedicated, security cleared 4net Managed Services team based in the 4net Operations Centre in Westminster.
4net’s solution is based on Avaya and Verint and provides a single view for case workers. The system automatically ‘tags’ and directs queries to case workers with the correct specialism, provides HMCTS staff with an instant history of case engagement and relevant documentation; reduces employee time wasted switching between multiple screens and systems when providing advice and support; and helps manage and forecast service centre resource.