Customer Story: HM Courts and Tribunals Service, UK

'screenshot of 'HM Courts and Tribunals Service, UK
'screenshot of 'HM Courts and Tribunals Service, UK

A commitment to participation

HM Courts & Tribunals Service (HMCTS) is committed to giving its employees different ways of expressing their views within their organisation.

This is fundamentally about giving employees a voice and seeing them as central to coming up with ideas and solutions to improve the way that HMCTS works. Employee voice is one of the key pillars of HMCTS’ approach to employee engagement; through the many channels that employees have to give their views, HMCTS hopes to create an environment where people feel engaged and committed to their work. HMCTS wants people to be able to suggest ideas that matter and that will be put in to practice to help the organisation be more effective in delivering justice.

Past experiments

Previously, HMCTS had tried a ‘Bright Ideas’ scheme, where people could suggest ideas by filling out a form on an internal intranet page. However, there was a perception that ideas would often sit on the platform and not be actioned, falling into an organisational ‘black hole’ with no feedback given and little sense of transparency. HMCTS wanted to enhance the way people could put forward their ideas for improvements and change to show staff that their opinions really did matter.

They ran a survey to see what sort of scheme people would like and to gain insight into what employees wanted out of it; how they would want it to work and what they thought it should be called. A colleague suggested a working group, that could work on ideas for functionality, a name, a logo and who could represent the wider HMCTS team. They looked at a few different systems and consulted cross-government networks to see what other departments were using for this type of exercise.

Learning from successes

They were aware of the Ministry of Justice’s Dialogue site, which had proven to be a huge success when used for a pioneering public engagement exercise (asking how to best allocate a fund provided by the government to support victims of male rape and sexual abuse). This challenge received so many thoughtful and constructive responses via the Dialogue platform that funding was reviewed and increased as a result, helping victims across the country through new support networks. HMCTS saw this success and the level of participation the challenge received, and through the outcomes of their working group and survey found that Dialogue fitted all of their criteria for functionality.


HMCTS chose to use Dialogue

Using Dialogue, they created a new site called ‘Growing Ideas That Matter’, using an acorn growing into a tree as the logo to represent the idea of conversations developing. Ideas can start small and be built upon by everyone involved until a workable and beneficial proposal is generated.

The team is making it as easy as possible for staff to get involved, encouraging people to contribute at any time, even on the bus on the way home from work using shortcuts on their phone. With responsive design, Dialogue has allowed employees to access challenges from anywhere, on any device, meaning conversations can carry on continuously.

Under the previous scheme, staff became frustrated at the lack of organisational response to ideas that were being submitted. This led to people taking to other channels to raise issues that were often off topic and therefore lost. HMCTS set up their new Dialogue in a way that would encourage genuine and positive interaction.

To ensure there is clear ownership, employees registering on Dialogue are asked to enter their name in a certain format. This is monitored to ensure people are commenting on ideas as themselves, which improves the quality of conversations. The underlying rule for suggestions is to make them count, make them matter, and to own them.

Productive conversations

New challenges are posted every four weeks and members of the Senior Leadership Team have been allocated as sponsors for them, commenting on ideas and ensuring the conversation is heard, and acted on where possible. Teams also have ‘team information board’ meetings where they can talk about issues with one person in charge of posting it on Dialogue and monitoring the level of response it receives. With 450 locations across the country, this has proven to be a great virtual workshop for geographically dispersed colleagues to have meaningful discussions.

HMCTS has found that the new notifications function in Dialogue has enhanced conversations by keeping people updated on the ideas they have submitted. The single notification per day means that people can keep up-to-date on how their ideas are moving forwards, without being overwhelmed by email updates.

The current challenge is to gather ideas around updating internal guidance and it is working well. The success of using Dialogue has already led to some ideas being taken forward and organisational changes which may have gone otherwise unheard and is helping HMCTS employees to feel valued and able to have a genuine input in improving their place of work.


Dialogue has given HMCTS a platform to build our engagement and help take a broad spectrum of ideas and experience into account when delivering change. We feel like we've only just scratched the surface of what we could achieve with Dialogue and are excited to see where this leads.

Lauren Waters, Customer Innovation Manager, HMCTS

Want a real person to walk you through a live demo?

We’re happy to help out. We'll answer all your questions. We won't share your contact details.

Request a Free Demo