Source · Select Committees · Justice Committee
Recommendation 28
28
Acknowledged
Reform programme civil projects insufficiently tested, causing County Court inefficiencies and dual running
Conclusion
The civil projects that were delivered under the Reform programme were not sufficiently tested with practitioners in mind. As a result, the avoidable failures of Reform have led to unacceptable amounts of dual running, with one claim requiring interactions with multiple systems, and further inefficiencies in the County Court. (Conclusion, Paragraph 127)
Government Response Summary
The government accepts the committee's findings and confirms that HMCTS has learned from the Reform programme, now adopting an improved approach to designing digital services that includes extensive user research, co-design, piloting, and testing for all future reforms.
Government Response
Acknowledged
HM Government
Acknowledged
Accept. HMCTS’s approach to designing digital services involves extensive user research and co-designing with users (judiciary, court staff, legal representatives and Litigants in Person). We have continued to adjust and improve our piloting and testing approach, having learnt lessons from the Reform programme. We can confirm that this will continue to be our approach for any future digital reforms in the County Court in line with the Government Service Standard (Service Standard – Service Manual – GOV.UK).