Conclusion 10

HMCTS told us that where it has engaged with users, feedback has been positive. For example, it said that 82% who attended webinars thought they were useful. However, its own stakeholder survey found that only 42% of users view HMCTS to be open and transparent.22 HMCTS pointed to legacy perceptions of the organisation, misunderstandings and “suspicion” around the motivation for reform as hampering its engagement efforts, but recognised it had to improve. The Ministry said the example of flexible operating hours, where HMCTS changed course due to user feedback, demonstrated HMCTS was “not just broadcasting, but listening.”23 Despite this, both HMCTS and the Ministry identified stakeholder engagement as one of the programme’s biggest risks that needs to be addressed.24 18 Q 92; C&AG’s Report, page 4 19 Qq 92–93 20 Qq 6–9; C&AG’s Report para 7 21 Qq 6, 8 22 Qq 79–80; C&AG’s Report para 7 23 Qq 81, 83 24 Qq 127–129 Transforming Courts and Tribunals: progress review 11 2 The possible consequences of reforms Access to justice