Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 4
4
Acknowledged
Paragraph: 34
In its response to this Report, the PHSO should provide a detailed account of the...
Recommendation
In its response to this Report, the PHSO should provide a detailed account of the changes being taken forward as a result of the end-to-end review of casework and the casework improvement programme, with examples of how this will improve a complainant’s ‘user journey’ and how it will review what further improvements may be required.
Government Response Summary
The government states that they have already made improvements to several aspects of the casework process, including casework management (IT) system; forms, letters and templates; learning resources for caseworkers; and revised training and guidance for caseworkers, and are evaluating call recording and transcription of casework discussions.
Paragraph Reference:
34
Government Response
Acknowledged
HM Government
Acknowledged
The end-to-end review mapped out PHSO’s casework process so that we could identify potential improvements. Some improvements were made immediately, while others are being taken forward as part of PHSO’s longer-term work to implement the 2022–25 Corporate Strategy. We have already made improvements to several aspects of the casework process, including casework management (IT) system; forms, letters and templates; learning resources for caseworkers; and revised training and guidance for caseworkers on how to set the scope of investigations. During March and April 2023, we completed an initial test of call recording and transcription of casework discussions. We are currently evaluating this and are on track to roll it out later in 2023–24. This improvement will reduce time spent by caseworkers manually creating call notes and audit logs. This year we will also start to plan for wider digital and technological improvements, including online self-service for complainants and organisations we investigate. In the future, we will consider what insights can be derived from data using artificial intelligence. Finally, we will use the Public Engagement Advisory Group to provide input to policies and processes and ensure that changes to our service are informed by the experiences of users.