New Courts and Tribunals Service online chat service.

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lankou

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The moderators may wish to put this somewhere else on the forum, because it is important. (Not had any publicity as far as I am aware.)  :-

https://www.gov.uk/government/news/new-ways-for-people-to-access-guidance-and-support

New ways for people to access guidance and support
People using our probate and social security and child support services can get immediate guidance and support online – in addition to contacting us by phone – thanks to a new webchat service.
Published 9 September 2019
From:
HM Courts & Tribunals Service
https://www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Live webchat in addition to telephone support
Available for probate and social security and child support queries
Will be extended for all service centre enquiries
The pop-up window, which connects any user with a specialist team in one of our service centres, can be accessed from the contact us section of the probate and social services and child support (SSCS) service pages on GOV.UK. It enables both parties to message each other in real time, and means the user doesn’t need to leave the screen they’re working on to ask questions and get a response while they are using online probate or SSCS services.
By linking the user directly to a dedicated team, we will be able to provide better guidance and support more quickly. A transcript of the chat will be kept on record, alongside details of the applicant or claimant’s case, to help answer any future enquiries. Users can also download a copy of their transcript or receive it by email.
People using paper forms can also use webchat if they choose to. All they need to do is visit the GOV.UK service page.
Our webchat was launched in July 2019, and has already been used by over 250 people, helping to resolve queries about a range of probate and SSCS queries. It will gradually be extended to support the full range of service centre inquiries including divorce,civil money claims and single justice procedure which is used for less serious offences.

Jeannine North, Service Centre services manager said:
It’s all about offering people a choice. Everyone is different and we want to be able to offer a range of options so that people can choose to contact us in the way that best suits their needs.
Webchat has been introduced alongside: digital reforms which are creating online versions of some services (such as applying for probate and divorce); and our service centres which are centralising our administrative and support functions, bringing trained expertise together under one roof and using technology to support court users queries more effectively.
« Last Edit: 17 Sep 2019 06:05PM by lankou »

KizzyKazaer

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It's fine in Talk - thank you for posting!

JLR2

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>erm< Whilst this appears at first glance something folk would find useful or helpful I would suggest folk be wary of this development as only recently I was reading somewhere, the Guardian's online pages I think, of how the Government's web pages are being used to harvest users information. It may be the case that this harvesting could include the web activity of those claiming Welfare benefits, we have I'm sure read stories of claimants Facebook activity being used to disprove disability claims. Another impact would be in the area of claimants who does not want to use the DWP's online claims system, I include myself in this group as I do not feel it is right that the DWP do not pay for my web access nor my internet security package.

Use the gov.uk web pages and the DWP will know how you access to the web and if it is library/internet café bases or your own home internet connection.

Because of what I read in the Guardian's pages I no longer visit the gov.uk web pages, I simply do not trust this government.

I meant to say in my earlier posting that another thought, I do have them >biggrin< was that this new service might just be intended to lure more folk into using the government's web pages hence its information harvesting program would increase its yield of info' how this information is going to be used is anybody's guess but personally I doubt it will be intended to be to the benefit of anyone other than the government.

And yes yet another thought, "By linking the user directly to a dedicated team" given the length of waits folk currently face when trying to phone the DWP where are these 'dedicated teams' going to come from?  Atos and the like?  Will they be UK based or will we find ourselves chatting about our personal matters with some call centre in the middle of nowhere?
« Last Edit: 18 Sep 2019 07:15AM by JLR2 »

SteveX

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tbh that scares the crap out of me.   I never use their site but still that's creepy as hell.
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JLR2

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I hope my attempt to provide a link to what I was saying about the government's web site's data collection story works.

https://www.theguardian.com/world/2019/sep/10/no-10-request-user-data-government-website-sparks-alarm

Just had a quick check and it looks like it works.

« Last Edit: 19 Sep 2019 07:31PM by JLR2 »

JLR2

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From the Guardian's story.

"While officials insist the move to share user data from the Gov.uk website is simply intended to improve the service and that no personal details are collected, campaigners raised concern about the urgency of the task, and the personal involvement of Boris Johnson and his chief adviser, Dominic Cummings"

"is simply intended to improve the service and that no personal details are collected"  I am reading this as meaning that whilst they are not collecting the personal details they are gaining access to them. Come to think of it, in the story it is talked of how various government bodies will have or retain records of people using parts of the government's websites, how else would they be able to help claimants/users of these government webpages in respect of their issues or claims?

If I mind right the Gov.UK story talks of more targeted/individual help from online staff through such as real time web chats. Surely to do that the site must be retaining the personal details of users of the site, particularly their contact details don't you think?

Monic1511

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If www.gov.uk is harvesting data they will harvest a lot of council IP addresses.  Im never logged into gov.uk and all they can see id that internet provider (long string of numbers)  contacted their web page and read that page on 19/09/19 at 14.32. 

The harvesting of IP addresses requires a court order.  If you log into a my.gov.uk account and then search a web page yes the website owner can see who has been on. 

that's just a quick reply but not sure I believe this surveillance society is that advanced after all they cany organise a piss up in the brewery known as the house of commons, if they did certain legislation would have been passed ages ago. >doh<

JLR2

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One wee wurry ah wid huv wid be that of the government's website being hacked to gain access to the sort of information such a site could be holding on so many.

Should it be the case that once again we have a government being economical with the actuality of truth about the harvesting details of users on the Gov.UK website were it to find it had been hacked would the government admit it?