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Using insight to support tribunals

Using insight to support tribunals. HMCTS Customer insight. The Customer Insight team has been set up to improve the customer experience by delivering usable insights on our customers.

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Using insight to support tribunals

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  1. Using insight to support tribunals HMCTS Customer insight

  2. The Customer Insight team has been set up to improve the customer experience by delivering usable insights on our customers The Customer Insight Team leads on what we know about our customers. The team will gather and communicate data, research and insight about customers in a way which helps colleagues to make decisions about how we develop and deliver our services. The team takes a multi-disciplinary approach and has a wide range of expertise including in research methods, market research, behavioural science, and data analysis.

  3. Making sense of the existing evidence base is one of our wider team priorities and a review of the data on Tribunals is already underway • We will create a series of products that will take into account the existing research and an analysis of internal data (e.g. complaints/call volumes). The images below are illustrative. • Understanding our • customers:SSCS Tribunals HMCTS Customer insight • Understanding our • customers:Employment Tribunals HMCTS Customer insight

  4. Example CI pack slide Changes in Tribunal volumes have been driven by policy interventions Overview of the Tribunal System • Key insight: Policy changes implemented by HMCTS, MoJ and other government departments have been the driving force behind the significant changes to tribunal volumes between 2013 and 2016 Fig. 1: All Tribunals Receipts and Disposals, 2009-2016. MoJ Published Statistics Changes to Employment Tribunal- HMCTS • Implication for HMCTS: The Tribunal services teams need to be horizon scanning internally and across government departments for forthcoming policy changes as well as externally for trends that could impact the policy landscape (e.g. Brexit) if they want to understand future service demand. Changes to legal aid- MoJ Immigration Act- Home Office Changes to Fee Structures -HMCTS • Findings • Disposals declined 43% between 2009 and 2016 • Receipts declined 49% between 2009 and 2016 • Receipts and Disposals have remained relatively consistent since 2015/16 • Receipt and Disposal declines appear related to policy activity DWP Changes Appeals Process Evidence Gaps • A comprehensive view of forthcoming policy development across government that could impact Tribunals

  5. The research to understand the Customer Experience will cover Employment and SSCS tribunals Six key research questions A combination of 48 depth interviews, 6-8 post hearing interviews and 8 reconvened triads to explore and understand different customer journeys in detail moving beyond what is already known and linking customer experience to specific aspects of their journey Oct 24th tbc Dec 5th A face to face survey of 1000 court and tribunal users to explore experiences, expectations and preferences throughout their journey. This will be used to unpick what matters most to customers and the relative importance of these aspects early Jan end Feb Bringing together the insights from the qualitative stage and the survey. Key driver analysis to understand drivers of experience. end March April/May

  6. The Customer Insight team are delivering or scoping 8 projects to support Tribunals

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