Case Study: Her Majesty’s Prison and Probation Service achieves consistent national victim support and streamlined case management with Civica

Supporting the victims of serious crime for Her Majesty’s Prison and Probation Service

Her Majesty’s Prison and Probation Service (HMPPS), an executive agency of the Ministry of Justice responsible for prison and probation services in England and Wales, needed a consistent national way to manage contact with more than 60,000 victims of serious sexual and violent crime. With over 350 staff (including around 200 victim liaison officers) handling highly sensitive communications and key events such as parole eligibility, HMPPS turned to Civica to deliver a national system for managing contact with victims of serious crime.

Civica implemented a national case-management solution that standardised processes and terminology, aggregated 99 systems and data sources, and added proactive alerting, workflow and case management across the National Probation Service and community rehabilitation companies. The Civica system now supports 60,000+ victim cases and is relied on by 350 staff, has built internal and external confidence in victim services, and was delivered rapidly using an agile approach that is being replicated elsewhere in the NPS.

Her Majesty’s Prison and Probation Service

Jim Barton

Deputy Director