We’ve developed a national service for MoJ and HMPPS to help probation officers ensure that Recall decisions are consistent and data-driven.
The decision to recall someone from probation back to prison has serious implications for society, the Probation Service and citizens.
HMPPS commissioned us to help deliver a new service aimed at helping Probation Officers make better evidenced “Recall” to prison decisions – following a number of high profile errors that resulted in serious re-offending and significant public safety risks. Challenges included research with busy operational staff with severe workload pressures, vulnerable former offenders and a highly fragmented ecosystem of 10,000 service users, across 6 user groups, and 13 geographically dispersed areas; each operating varying versions of policy leading to a lack of standardisation.
What we did
During Discovery, we conducted national user research with Probation Officers via surveys and depth interviews to grasp their work methods. Our sample included various decision-makers involved in Recalls, such as caseworkers and senior probation officers. We intentionally included users with low digital confidence and identified those with unreported accessibility or cognitive issues like dyslexia and neurodiversity. Additionally, we consulted former offenders to understand their experiences with Recall decisions. Establishing user trust was vital, given past attempts at service improvements that negatively impacted probation staff. We employed co-design techniques to empower participants and ensure their ownership of design solutions. To address internal concerns, we anonymised feedback.
Discovery research revealed the ‘whole problem’ that needs to be solved for Probation users, encompassing time sensitivity, high stakes decision-making, workload pressures and the need to comply with complex policy/guidance. As a consequence, the service design encompasses both on and offline processes as well as the handovers between different user groups: probation officers, caseworkers, police and people on probation.
During Alpha, we observed users through contextual Inquiry, utilising video playback, service data, and user testimony to analyse findings. We identified challenges such as accessing multiple legacy systems and the impact of heavy workloads and time pressure on decision-making. Users expressed a need for a streamlined view of risk factors and case progression. Through iterative prototyping and usability testing, we consolidated information from various systems into a single view, enhancing decision-making for Probation Officers.
Following a successful Alpha assessment we scaled up to a Private Beta, researching and piloting with over 100 users across England. Our inclusive research approach ensured all users were engaged equally, providing a sense of ownership and pride in the service which has led to the current high adoption rate. Admin staff, for example, felt undervalued, so we undertook specific research around current problems, supported by testing live design prototypes with users to solve their specific challenges. They reported this made them feel included in the process and more valued overall.
Public Beta extended the service to all probation teams nationally and by the end of Public Beta, 10,000 completed Recalls had been completed using the service. Probation officers were using the service to complete 100% of ‘in hours’ cases and the majority of ‘out-of-hours’ cases.
Through this we’ve been able to test and refine all the core journeys needed to make a Recall decision and implement it, giving us both rich qualitative feedback from users and usage analytics.
Outcomes
We launched a significantly improved Beta service recognised as a digital exemplar and benchmark for programme performance. This marks the establishment of an integrated, interoperable service centralising policy, guidance, and practices for 10,000 users across 6 caseworking groups in 13 regions. The service ensures more equitable outcomes for 26,000 cases annually, with a 95% adoption rate and a 30% week-on-week increase in new registrations.
We’ve agreed on 5 OKRs which are reported monthly – using in-house developed data visualisation tools to ensure performance visibility for stakeholders. Building strong working relationships with senior stakeholders means we are part of prioritisation conversations, and work collaboratively to to shape future objectives and the MVP roadmap.
We’ve successfully transitioned the service over to MoJ’s permanent team.