Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Accepted
HMCTS previously acknowledged need to improve stakeholder engagement, but concerns persist.
Conclusion
When we examined the programme in 2019, we were concerned that many stakeholders did not feel listened to, undermining trust in the reforms. We highlighted 7 Qq 28, 86, 105; C&AG’s Report, paras 1.9, Figure 3 8 Q 24; Letter from Nick Goodwin, Chief Executive HM Courts and Tribunals to Dame Meg Hillier MP, Chair of Committee of Public Accounts, 17 March 2023 9 Q 27 10 Qq 28, 105 11 Q 33; Committee of Public Accounts, Transforming courts and tribunals: progress review, Second Report of Session 2019, HC 27, 5 November 2019, paras 4; Committee of Public accounts, Oral evidence: Ministry of Justice Recall, HC 1190, 11 February 2021, Pages 13–14 12 Qq 33–34; C&AG’s Report, para 2.6 and Figure 2 13 Qq 27–34, 85- 86; Letter from Nick Goodwin, Chief Executive HM Courts and Tribunals to Dame Meg Hillier MP, Chair of Committee of Public Accounts, 17 March 2023 Progress on the courts and tribunals reform programme 11 HMCTS risked undermining public confidence by proceeding with reforms without sufficiently demonstrating that it understood the impact on people or on justice outcomes. We recommended that HMCTS should change its approach to engaging with stakeholders from broadcasting information to genuinely listening and responding to feedback.14 In its response to our report, HMCTS recognised the crucial role that stakeholders play in the design of the reformed services to the success of the programme. It accepted that it needed to do more to engage with stakeholders and ensure that it was listening to their views.15
Government Response Summary
The government states it has improved the Common Platform by overhauling its staff feedback process, introducing new digital forms, senior management sponsors, webinars, and increased staff involvement, alongside ongoing engagement with user groups and partners.
Government Response
Accepted
HM Government
Accepted
2.1 The government agrees with the Committee’s recommendation Recommendation implemented 2.2 The decision to adjust the timetable for delivering new Common Platform functionality came directly from listening to and responding to feedback. 2.3 The Crime Programme overhauled its staff feedback process to introduce: • a new digital form with clear service level agreements; • senior management team sponsors for each HMCTS region; • feedback data and outcomes made available to all staff; • monthly feedback webinars and weekly updates to report on action taken; and • greater staff involvement in directly prioritising and resolving issues. 2.4 The programme will continue working with user focus-groups for efficient prioritisation of fixes and real-time feedback on changes, while maintaining regular engagement with trade unions to discuss plans and gather suggestions for improvement. 2.5 The programme continues to facilitate regular forums and engagement opportunities with partners including the judiciary, police, Legal Aid Agency, Probation and Prison Service, and the Crown Prosecution Service. Defence practitioners can now attend two drop-in sessions every week to get answers to issues, alongside regular additional sessions to give feedback on functionality. 2.6 In the Civil Family and Tribunals (CFT) Programme, a new post go-live implementation support framework is used to ensure staff and judicial office holders are being supported, particularly in the immediate days and weeks following the release of new functionality. This includes the collation of feedback via multiple channels and post go-live webinars to hear more about the functionality and new ways of working, with question-and-answer sessions enabling those responsible to respond to feedback and queries.