HM Courts & Tribunals Service, customer directorate planning and delivery support

Public sector consultancy and PSTA delivery partner RedQuadrant shares a case study in service transformation

The justice reform programme is one of the largest public sector transformation programmes in the UK.  It involves profound changes to how justice is delivered and involves approximately £1billion of investment in change on the basis of major future savings.   The programme will involve a halving of the number of courts in the UK and consolidation of telephony and case processing from local centres to large regional centres.  The aim is an administrative system that is more efficient and effective for all stakeholders and which fully exploits modern digital technologies.

In late 2016 RedQuadrant was invited to provide specialist customer insight support to the programme in identifying opportunities for the successful digital transformation of the justice system.  Later RedQuadrant was appointed, after a competitive tender, to provide a package of support to the newly formed Customer Directorate team.  This included developing an operating model for this new team and a delivery model for implementing customer driven delivery within HMCTS overall.

In addition, RedQuadrant team helped the Customer Directorate prioritise its tasks and develop a team vision and work plan.  RedQuadrant then went on to provide support to the Customer Directorate in establishing a new Key Performance Indicator (KPI) set for HMCTS as a whole.

This project called on a wide range of skills in a fast-moving environment including business analysis, stakeholder engagement, communication planning, skills transfer and team development.