I am strongly aware of the serious frustrations that have been expressed over the problems and delays with mySRA, our new online application system. The introduction of this enormous IT project has not been a smooth process and, on behalf of the SRA, I would like to apologise to everyone who has been affected.

Getting the system running smoothly is a key priority for the SRA. I would like to explain the background and why, in the longer term, the new system will transform the way we deliver services to those we regulate.

MySRA has always been an ambitious and challenging project for us and for our colleagues in the Law Society who work with us to deliver IT. Set against a backdrop of ageing IT systems and poor historical individual and firm data, which pre-dates the SRA, combined with a fixed date for PC renewals which drove dates for delivery, transferring our paper-based systems online was never going to be an easy task - but it had to be done to enable us to deliver higher quality services at lower cost to the profession.

The issue of inaccurate data has been at the centre of the problems. It has meant that individuals whose information was wrong on the system were unable to activate their accounts easily. Hindsight is a great thing. We acknowledge that we should have made those we regulate aware of the potential challenges presented by having poor data available, and to prepare for the task - this is a key lesson learnt for us.

I also understand that these problems have been exacerbated by large call volumes to our contact centre and many of you have experienced long wait times to speak to an adviser. We have recruited extra advisers to handle calls during exceptionally busy periods and we have extended our opening hours to help alleviate this, but I do understand your frustration that callers have experienced unacceptable levels of delay.

I hope we will shortly be able to put these issues behind us and I am confident that these difficulties should not arise in future.

Indeed, despite being a painful process the benefits of taking the opportunity now to update the information we hold will, in the longer term, make it worth it. It will also reduce the amount of paper-based form filling, give you control over the information we hold about you and enable you to track the progress of your application online. Although I understand this has not been your experience while we set the system up, in the future it will make engaging with us quicker and easier. Bringing our PC renewals online has also brought another immediate benefit which is to bring down our costs, ultimately borne by those we regulate. Previously, this has involved employing around 70 temporary staff for up to six months to complete this process manually.

The good news is we are now making significant progress. The large majority of practising certificates have been renewed and we are moving forwards. Inevitably, the delays to online renewals mean that the launch dates for online nomination forms for compliance officers for legal practice and compliance officers for finance and administration and Keeping of the Roll will be pushed back, but we will announce these as soon as we can be certain that these are fully achievable.

We are determined to build on these advances, learn from the problems and maximise the benefits both to you and us from having our processes online. To ensure the next round of renewals runs smoothly we have set up a user group to prioritise the changes to the system we need to make ahead of this. We will also be giving you a chance to help us to identify the key issues by an online survey and we shall be holding focus groups around the country.

This is the first year of operation of a new system which will transform the way in which we deliver services to the profession and regulated individuals. Those responsible for this project have worked tirelessly over many weeks, months and weekends to bring in IT systems which at last are fit for purpose and I thank them for that. The benefits in the longer term of mySRA are numerous, but I fully understand that the process has been frustrating and inconvenient for many.

Charles Plant is chair of the board of the Solicitors Regulation Authority