Business process assessment
Contributed to a joint Court Service / IT Provider assessment of all business processes spanning County Courts, Crown Courts, High Court and other divisions. The study identified a series of prioritised interventions to improve the efficiency of Court operations and the service to Court users.
Customer feedback process
Analysed the initial results of a new customer feedback process which identified the key drivers of client satisfaction, allowing CAFCASS to begin specifying performance standards for their services. Also advised the Outcomes team how to perform a survey of staff workload so that they could plan and budget resources better and identify potential areas for improvement.
Cracked and ineffective trials
Process mapping and data analysis for Crown and Magistrate Courts on behalf of a local Criminal Justice Board to identify the root causes of cracked and ineffective trials.