Crown Prosecution Service in England and Wales: Applying customer-centric thinking to improve service delivery

In order to support a major investment in digital capability, PA Consulting explain how they helped the CPS to redesign their case-management system

By PA Consulting

01 Dec 2020

The Crown Prosecution Service (CPS) in England and Wales prosecutes almost half a million cases every year, working closely with the courts, police, defence teams and probation. We redesigned the way the CPS could manage cases in the future to support a major investment in digital capability and enable the Criminal Justice System to operate more smoothly for everyone.

Key Successes:

  • engaged 25+ subject matter experts in developing a future vision for managing cases and met a challenging deadline
  • redesigned 40+ operational case management processes across seven key areas
  • ensured victims, witnesses and partner agency needs were at the heart of the CPS’s thinking
  • gave the CPS clarity on what it needed from a major system development run jointly with the courts, so that it could engage effectively on future requirements.

Realising Opportunity from Complexity 

A new common IT platform for the Crown Prosecution Service (CPS) and the courts is set to provide seamless digital support for managing cases as they move through the justice system. Working with Criminal Justice System (CJS) partners the CPS needed to define the case working processes they wanted the new platform to support.

A key goal was to support effective case management at every point through the earliest possible access to complete information. Using shared tools to progress cases through the system offers the opportunity to focus court and prosecutor effort where it matters most to improve the experience of all CJS users.

This was a chance to rethink existing procedures, examine priorities and strip out inefficiencies that had built up over time – particularly those arising from hand-offs between agencies and teams. Our expertise in digital and operational excellence, and deep knowledge of the Criminal Justice System made us the right team to help realise the opportunity.

Read the rest of this article here. 

Or click here to access PA Consulting's report - 'Views Ahead of IR20: UK Integrated Review of Security, Defence, Development and Foreign Policy'. 


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