A recent independent stakeholder audit into HM Courts and Tribunals Service (HMCTS) £1 billion UK Courts and Tribunals Reform Programme reveals some concerning findings.
Recent reports by the Public Accounts Committee (PAC) and the National Audit Office (NAO) highlighted a need for HMCTS to improve their stakeholder engagement. Following the report recommendations HMCTS responded by setting out five areas of improvement, one of those areas was to learn more about stakeholders’ perceptions and needs.
HMCTS commissioned BMG Research who carried out the multi-phase stakeholder audit for them to establish stakeholders’ perceptions of HMCTS and levels of trust; understanding how stakeholders currently engage with HMCTS and make recommendations to improve HMCTS’ communications strategy.
Looking at stakeholders’ perceptions of HMCTS, overall knowledge of HMCTS is reasonably high (84%), but only 67% understand HMCTS’ role and aims.
Half of the stakeholders value the contribution that HMCTS makes towards the justice system (50%) but just over one in five do not.
Interestingly, understanding of the reform programme has an influence over the figures. The audit found ‘legal professionals (26%) are significantly less likely to have a favourable opinion of HMCTS than average (34%).’ From the research, the reason for these stats is directed by negative feelings over reform and difficulties when liaising with the justice system.
While stakeholders’ feelings towards trust in HMCTS revealed that 41% felt they could trust HMCTS while 29% do not. However, the audit found ‘Legal professionals are less likely to trust HMCTS than average (32% vs. 41% average), and this is somewhat driven by a perception that corporate HMCTS is out of touch with the realities of the justice system.’
Over half of the stakeholders agreed that they trust communications from HMCTS, while 20% disagreed.
The audit recommended improvements and preferences on engagement for HMCTS. Looking specifically at the reform programme, the two improvements which were highlighted was to give a much better explanation of the reform programme in order to ‘quell scepticism that its primary aim is to cut costs’; and to make improvements when communicating about reform programme progress and changes, especially for stakeholders who it directly impacts on.
Stakeholder preferences showed they wanted more frequent communication from HMCTS as the audit stated, ‘stakeholders want at least quarterly updates from HMCTS with ad-hoc engagement in the interim as required’ and email was favourited as the best way of contacting the HMCTS.
There was clear desire for stakeholders needing more details on the reform programme as the audit found ‘80% of stakeholders want to know more about the reform programme and are particularly interested in finding out how it will affect them / their work (82%) and what the reform programme will achieve (77%).’
We are already three years into a £1bn programme of changes which includes family law and directly affects work in this sector. The reform is already falling behind schedule with concerns over access to justice as recently, NAO’s report warned HMCTS that they are facing huge delays and failing to take into consideration the experiences of those using the courts.
While the Law Society “agrees that a modernised court service and efficient use of technology would benefit all users. However, this must not come at the expense of justice. The system must be open, accessible and affordable.”
Susan Acland-Hood, the Chief Executive of the HMCTS was more positive about the NAO report. She added…..”This is an ambitious and challenging programme but is already making a significant difference. We will continue to listen and learn, working closely with our stakeholders to improve and ensure reform delivers the full benefits to all those who use our justice system.”
To view HMCTS Stakeholder Audit click here.
What is your experience of the HMCTS and the reform programme? Are you clear on HMCTS’ role and aims in terms of their plans to overhaul, modernise and improve the court system?
