Source · Select Committees · Public Accounts Committee
Recommendation 13
13
Accepted
HMCTS user feedback mechanisms exist, but significant user concerns remain unaddressed.
Conclusion
It explained that it had several ways it can gather user feedback. For example, it told us that every director in HMCTS was sponsoring an area of the programme which allowed them to listen to user feedback first-hand. HMCTS also stated that it had “six or seven other new mechanisms” for getting better feedback, including webinars and an online chat system, through which users can report specific issues that they were experiencing. However, HMCTS told us that it was “deeply concerned” about, for example, legal advisers who had reported through the webinars that the system was difficult for them to use and that they did not have faith or confidence that HMCTS was addressing their issues. It committed to listening to their concerns and responding, “as best we can”.24 We received written evidence from the Law Society, which told us that HMCTS tended to “focus on the positives of the common platform rollout”, despite this not aligning with user feedback about how the service was working on the ground.25
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.