Source · Select Committees · Justice Committee
Recommendation 11
11
Accepted
Integrate CNBC with local court systems and introduce allocated claims handlers for claimants.
Conclusion
The CNBC must be integrated with local court case management systems to improve coordination and responsiveness. Allocated claims handlers and a clear point of contact must be introduced to ensure claimants can speak with someone knowledgeable and responsible for their case as it progresses through the County Court system. (Recommendation, Paragraph 54)
Government response summary AI-generated
The government details work by the Online Procedure Rules Committee on new procedure rules for digital services, provides existing grant funding for legal support, and commits to working with the judiciary on further guidance and considering AI support for this program from October.
Summary of the government's response below — read the verbatim text to verify.
Government Response
Accepted
HM Government · verbatim extract
Accepted
An action plan is underway to improve contact rates on County Court contact services. At the heart of this transformation is the integration of Civil Auto File Share (CAFS), a solution that enables call handlers to access the electronic court file in real time and so provide informed responses instantly, reducing delays and enhancing transparency. These improvements are supported by a multiskilling programme for call handlers and the introduction of clearer contact points for customers. The picture on performance is improving markedly: average speed to answer (ASA) has dropped from over 40 minutes to 13 minutes as of July 2025 although we recognise there is more to do. Webchat and a query management tool for legal professionals is now live in several centres, offering faster resolution for routine queries, and query management for litigants in person is being rolled out nationally from September.
Read the full response on Parliament ↗