About this goal

Service delivery is about effectively meeting the needs of the public and our justice partners. It includes continuous improvement to ensure our services are efficient, accessible, timely and reliable.

Feature stories

Regionalization projects

The Court Services Division (CSD) has been exploring new ways of operating to reduce workload for frontline teams, make our workflows more efficient and consistent across the province and improve service delivery for Ontarians.

Some local teams piloted projects regionally in 2025–2026. For example:

  • Central East region launched an estates centralization pilot project in August 2025 to consolidate estate administration, supporting Newmarket, Tri-County (Peterborough, Cobourg, Lindsay) and Barrie.
  • Since January 2026, the East region has been consolidating all estate application work into a single regional estates hub serving 4 courthouses in Kingston, Belleville, Napanee and Picton.
  • In the summer of 2025, through collaboration across the Brampton, Hamilton, Milton, St. Catharines and Brantford courthouses, the Central West region implemented a regional plan to eliminate delay in processing Justice Services Online family and civil submissions.
  • The West region implemented a region-wide strategy that leveraged the expertise and capacity of staff across multiple court locations to speed up the processing of estate files. Estate file processing times were reduced by 13%, while existing backlogs decreased by nearly 20%.

These efforts were introduced to address backlogs, stabilize workloads across court locations, increase consistency and improve service delivery.

While still in the early stages, this kind of project work may help to inform the rollout of other centralization projects across the province.

Reflections

“In my workplace experience, great things are rarely accomplished by one person, they’re accomplished by a team of people. When everyone works together, success will surely follow.” – Scott A., Central East region

“Our Estates Centre of Excellence allows us to consolidate estate administration functions for 4 courthouses into 1 office, promoting more flexibility in the other locations. In the first 2 months, the team was able to review over 100 estate applications and issue 80 certificates appointing a trustee, all while exceeding provincial quality assurance standards. Our future plans include bringing more centres in our region into the fold.” - Susan P., Belleville, East region

“It is rewarding to see the dedication and collaboration demonstrated by the members of the Central West region Justice Services Online backlog reduction team. This initiative reflects the importance of fostering an engaged and supported workforce, where staff feel encouraged to contribute in innovative ways. By stepping up to assist colleagues across the region, the team not only helped reduce workload pressures, but also built a more positive and connected work environment which reinforced a shared sense of purpose, allowing staff to make a tangible impact while improving service delivery for the individuals and families who rely on our justice system.” – Erin B., Hamilton, Central West region

"As demands on the justice system continue to evolve, we must be prepared to think differently about how we deliver services. This initiative highlights the strength of our teams in identifying innovative approaches, maximizing available resources, and working collaboratively across the region. The measurable improvements achieved are a direct result of our staff's commitment to continuous improvement and service excellence." – Kendra T., Regional Office, West region

Court of Appeal Modernization Project

The Court of Appeal Modernization Project (CAMP) is a multi-year, collaborative project between the Court of Appeal (COA) and Ministry of the Attorney General (MAG). CAMP is replacing older systems, reducing paper-based processes and introducing digital tools that make it easier for court users and staff to find and work with case information. This includes everything from intake and filing to scheduling, hearing decisions and records management.
CAMP began with the launch of C Track, the COA’s internal case management system, in 2022.

Since then, incredible progress has been made in 2025–2026 to support the launch of the new Ontario Court of Appeal Public Portal.

The portal will give users secure online access to COA services and case information. Users will be able to:

  • search for cases
  • file new cases and submit documents online
  • upload documents to existing cases
  • check case status and upcoming hearing dates
  • pay fees online
  • receive court notices
  • view certain publicly available court information at any time

For staff, the portal will reduce reliance on email based filings and support more consistent intake and case processing.

Reflections

“It is a privilege to partner with MAG on projects to advance our shared goal of modernizing the justice system. The Court of Appeal Public Portal for online filing is a significant achievement that reflects the exceptional dedication, expertise and collaborative efforts of everyone involved.” – Hayley P., Court of Appeal for Ontario