Source · Select Committees · Public Accounts Committee
Recommendation 10
10
Accepted
HMCTS acknowledged common platform issues for barristers but lacked direct user research engagement.
Recommendation
We asked HMCTS how much it had engaged with the Bar Council on common platform. I t told us it has spoken with them “a good deal” and that it received feedback from barristers regularly. We also asked whether HMCTS was aware of the case access problems barristers had been facing on common platform. HMCTS acknowledged that some elements of common platform functionality were designed “to meet a particular need” of large law firms as opposed to self-employed barristers. While HMCTS told us it received regular feedback on common platform from barristers, it had not visited their chambers as part of its user research.18
Government Response Summary
The government agrees the recommendation is implemented, detailing how the Crime Programme overhauled staff feedback processes and increased engagement with user focus groups and partners, including specific drop-in sessions for defence practitioners.
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.