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Victoria Deeley, National Services Performance Improvement Lead – Civil, HM Courts & Tribunal Service (HMCTS), has written to Civil National Business Centre (CNBC) Stakeholders and User Groups prior to its Stakeholder meeting on 17th July 2024, to update them on some CNBC performance data, the work ongoing on its mailboxes, and the duplication of emailed requests that are reducing its ability to respond proactively to issues and problems reported.
See the full communication below:
Performance data
| Work Type – Paper and MCOL cases – CNBC | Age at Peak arrears | Age on 19th June 2024 |
| Issue of New Claims | 37 | 13 |
| HWF New Application | 38 | 13 |
| AOS (paper) | 29 | 1 |
| Defences | 46 | 9 |
| DQs | 49 | 9 |
| Enter Judgement | 54 | 24 |
| Correspondence | 107 | 22 |
| Judicial Applications | 89 | 21 |
| Writs | 15 | 8 |
| Retrospective Help with Fees | 67 | 7 |
| Low Value RTA Claims | 66 | 19 |
| Charging Orders | 19 | 11 |
| Issue Attachment of Earnings | 15 | 8 |
| File Transfers | 60 | 21 |
| Warrants of control | 3 | 1 |
| Work Type – Digital cases – non-automated tasks | Age of Processing in days on 19th June |
| Claim Responses – OCMC not online | 2 |
| Judgments filed by email – OCMC | 9 |
| Postal Items sent to Harlow (Bulk scan provider) – OCMC | 6 |
| Portal – manual processes (settlements/ transfers) – OCMC | 6 |
| HWF’s to issue claims – OCMC | 3 |
There have been dramatic improvements in CNBC’s performance, and to make the next improvement, it needs to make efficiencies in its processes. Internally, the team are focussing on training and building confidence and capability in Northampton, to improve the retention of staff and to ensure everyone understands the impact of the item of work they process.
To enable them to do this they need to further reduce the amount of emailed duplication in the CNBC mailboxes.
Improvements so far:
- Changed the naming conventions of the mailboxes, to ensure they are more aligned to the work area.
- Built a signposting tool for litigants in person to ensure they know which team will deal with their query – CNBC Signposting Tool
- Committed to continue to update the published workstates on GOV.UK weekly, and include other relevant information such as Orders work states, and the timeliness of digital cases, and contact.
Things to do next:
- Improve the signposting on auto replies.
- Agree the areas to include on published workstates.
- Reduce the repeat of items received chasing for updates.
What CNBS needs from users:
- From 1st July 2024, CNBC won’t be providing updates to enquiries about documents, forms or applications already lodged with us, unless the communication specifically advises:
-
- That there is a problem to report, or
- That the work item is older than our published timescales on GOV.UK
- In those instances, a further copy of the item should be attached to the communication, to enable CNBC to rectify the issue.
- Any requests simply asking for a case update, without further information or an attachment will not be replied to.
The benefits of this will be to reduce the amount of time taken providing updates on timescales already published, or items still in the pending work that will be reached in line with older work, reducing operational pressures and enabling CNBC to action case progression activity more effectively.
HMCTS values the collaboration and understanding court users have lent to them so far, and trust that they see the merit in this next step. There will be an item on the agenda on the July 17th meeting and I will be available to discuss any concerns.
