Source · Select Committees · Public Accounts Committee
Recommendation 12
12
Accepted
Staff satisfaction with common platform remains low despite HMCTS reported improvements.
Recommendation
Staff satisfaction scores for common platform remain low. HMCTS told us that 58% of users reported that they were satisfied with the system, up from 22% in November.21 We asked HMCTS whether there should have been better engagement with those who have to use the common platform to ensure that it understood both the technical requirements but also how people would use it. The Ministry compared managing changes to such a complex programme in a challenging environment to “redesigning the jet engine while it is in flight”.22 HMCTS told us that “a great deal of effort [was] put into understanding how it landed and understanding that people were under more pressure”.23
Government Response Summary
The government agrees the recommendation for better engagement 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.