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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.