Background
Her Majesty’s Courts & Tribunals Service (HMCTS) is an executive agency, sponsored by the Ministry of Justice. HMCTS is responsible for the administration of all Criminal, Civil and Family courts and tribunals in England and Wales – The Supreme Court covers the UK and has a separate administration.
HMCTS, uniquely, is accountable to both Ministers and the Judiciary and this partnership underpins all we do, and the Reform Programme to modernise our Courts and Tribunals systems. HMCTS is responsible for providing the supporting administration for a fair, efficient and accessible courts and tribunal system; Supporting an independent judiciary in the administration of justice; Driving improvements across all aspects of the administration of courts and tribunals and collaborating effectively with other justice organisations and agencies, including the legal professions to improve access to justice.
I-MORAN Consultancy Engagement
HMCTS invested over £1 billion to modernise the courts and tribunals, with the aim of upgrading the justice system, transforming the services we deliver and improving public confidence in the justice system. To help deliver this ambitious, transformation programme, HMCTS engaged the services of I-MORAN Consultancy to:
- Produce a Target Operating Model (TOM) business case for existing LIVE services, assessing its capabilities and ability to integrate to the new digital services.
- Design, develop and test the new digital services (Help with fees, Civil Money Claim, Divorce, Social and Adoption & Probate).
- Design a delivery framework for transitioning new digital services to LIVE.
- Develop a Business Architecture domain blueprint for the HMCTS business architecture practice, creating business capabilities, TOM, service design manual and supporting the Design Authority/Solution Working Group.
Our consultant worked as Business Architect & TOM Business Analyst, providing an abstract representation of HMCTS CFT (Civil, Family & Tribunal) and its business ecosystem. We also led the design and implementation of the transition framework enabling HMCTS to transform its business services to more adequately serve its citizens and increase the efficiency of its business users, moving from the paper-based environment to paperless service centres.
History
We interviewed the Director of CFT (Civil, Family & Tribunal), the Heads of Function Civil, Family & Tribunal and the Lead Business Analyst. We then commenced a desktop exercise reviewing existing documents and online materials. We supported the discovery phase of the programme, conducting and facilitating workshops with subject matter experts within the organisation to understand the scope and capture the problem statements. We also commenced requirements engineering and process mapping of key digital services and produced an assessment paper that proposed areas of improvements. In addition, we supported the Business Architecture practice focusing on helping internal and external stakeholders have a common understanding of the organisation, so that strategy can be translated into actions.
The Business Architecture team is the custodian of the Reform vision, solution and Target Operating Model, working across the change portfolio to define, safeguard and ensure the integrity of the reform vision across all design dimensions. The four key areas our business architect supported were the TOM Development, Digital Service design, Document Gatekeeper and the DA/SWG.
Business Design & Business Analysis Expertise
I-MORAN Consultancy were embedded within the customer experience team, user research team, enterprise and solution architects, digital product owners and the development team. We collaborated together to ensure core objectives of the reform programme reflect and is traceable to the high-level requirements and solution delivery. At the alpha phase, we worked with DevOps to identify technical requirements for the migration of legacy business services from AWS to Azure. Additional task completed on the programme includes
- A gap analysis to analyse the Reform project delivery plans with transition.
- An assessment of the current operating model and facilitating workshops and working sessions to address challenges, identify opportunities and developing the interim state and target operating model.
- Developed the AS IS process to function matrix, cross mapping all process activities to job cards, events, current & future system functions.
A business case and options paper for an upgrade to the IT systems and modifications to system IT architecture
Testimonial
“The consultant reported to me as a Business Architect/Analyst for just over 12 months. He was a fundamental part of a small team working on Analysis of Current Systems in HMCTS and the impacts of a programme of work to Reform HMCTS services. He produced many documents including value stream maps and business capability maps to support the analysis work. He also produced detailed L4 process to function matrices to support gap analysis of current process/system to Reformed service delivery features.
He developed a very good understanding of HMCTS and the business area he worked in in a very short time frame. He always delivered his work packages on time and to a very high quality and standard. He has excellent interpersonal skills and worked with a wide range of stakeholders from both the business and technology being able to interpret information in the right context to the relevant stakeholder audience including Senior management. He was excellent at managing a complex environment with the ability to be flexible and handle changes in terms of scope and objectives to the analysis at short notice.
He is an expert in his field and a highly qualified and competent business architect with the ability to switch and perform the required skills of a Business Analyst when needed. He was a very important member of my team who gained the respect of myself and his colleagues whom he was always willing to support and share his expertise and knowledge, it was a huge loss for me personally and only due to budgetary constraints that we had to release him. He would be a wonderful asset to any organisation.”
Sarah Johnson, Lead Business Analyst