Recommendation 12

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