Legal Aid Board functioning ‘almost in spite of its design’ review finds

A report on the Legal Aid Board (LAB) found its IT systems were at “critical risk of failure,” and that poor performance issues were tolerated, while staff worked in unsatisfactory offices without the necessary technology. The Baker Tilly report said the board was somehow managing to function “almost in spite of its design” with exhausted employees, low morale, and a sense of burnout. It said that LAB’s computer systems were so antiquated that they now represented a “critical risk factor to organisational delivery, resilience and capacity.” The report said that without investment, their IT system could result in a “high level of organisational failure.” It also detailed how some staff bought software out of their own pockets to complete cases. Employees were sometimes left to find “workarounds” to help clients in the face of obsolete technology, vacant posts, and poor facilities. The Legal Aid Board, which provides civil legal aid, family mediation, and asylum-related legal services, employs more than 500 staff nationwide. Baker Tilly consultants found that while there was evidence of increasing caseloads and more complex work, especially in the asylum area, there were major inefficiencies. It said that these inefficiencies could be calculated at 30 percent of workload based on walkthroughs, interviews with staff, and observations. The report from November 2024 explained: “The case to bring additional staff on top of an already inefficient delivery model is not helped by this level of inefficiency and this makes the case for change stronger and the need for investment stronger.” It said there were morale issues across the organisation and that there was a lack of effective dialogue between staff and management. “Staff are often working in facilities which are not satisfactory; using technology which is out of date or does not work consistently and are not adequately engaged with by leaders in the organisation,” wrote the authors. It also warned of government plans to transfer other functions to LAB while it was already struggling with workload. The report said: “Simply put, it would be grossly unfair on those staff who are already working so hard and diligently to carry the service at present. “To add additional strain to the current model creates unnecessary risk.” One section detailed how there was a “prevailing sentiment of constant pressure and overstretch” with individuals and law centres feeling overwhelmed. At many centres, staff were doing enormous amounts of discretionary work to try and keep on top of things and even buying IT packages using their own money. Legal Aid Board CEO Joan Crawford said the report was undertaken to see where the organisation could make improvement. She said: “The review has found that we are consistently delivering despite significant challenges. This is due to the dedication and professionalism of our staff who always go that extra mile. “Notwithstanding these challenges, the Legal Aid Board continues to deliver vital services and remains committed to the continuous improvement of our services, and to ensuring that access to justice is upheld for those who need it most.” Ms Crawford said that as the organisation had grown significantly, the structures in place were no longer suitable to support that growth. “We now need to change and grow too,” she said.