Source · Select Committees · Public Accounts Committee
Recommendation 14
14
Accepted
HMCTS acknowledges Common Platform issues caused staff stress, needing improved user engagement.
Recommendation
HMCTS accepted that issues with common platform had caused significant stress for court staff, such as legal advisors, already under pressure to reduce COVID-19 backlogs.26 Despite this, it assured us that it was committed to engaging with users, but it recognised that it needed to improve its approach and that this is essential to delivering the programme’s expected benefits. Both the Ministry and HMCTS recognised that there were lessons to be learned from the rollout of common platform. For example, understanding that introducing technological change also means bringing about cultural change in the way people work. HMCTS also acknowledged that common platform needs to be better than the minimum viable version that it initially rolled out.27Alongside establishing a new common platform feedback mechanism in October 2022, HMCTS told us it was taking steps to improve staff satisfaction scores and user perceptions of common platform. It also planned to monitor progress against this going forward.28 Impact of reforms on users and access to justice
Government Response Summary
The government agrees the recommendation for improving user engagement and satisfaction is implemented, outlining how the Crime Programme overhauled feedback processes and increased engagement with users 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.