Question to the Ministry of Justice:

To ask the Secretary of State for Justice, what steps his Department has taken to ensure that customers' experience of the litigant in person portal can be (a) monitored and (b) evaluated.

The Government is working closely with its key delivery partner (the Motor Insurers’ Bureau) and a broad group of expert stakeholders from across the personal injury sector to develop a new accessible IT Service. This will enable both represented and unrepresented claimants to progress Road Traffic Accident related personal injury claims under £5,000.

Public testing of the IT Service is planned to begin in November 2019 and, in light of user’s experience, the Government will consider making some further modifications to the service before it goes live in April 2020, so that it is easy to understand and navigate.

In addition, the service will provide a significant amount of management information. The Government is committed to reviewing this management information and how the new service is operating to identify any required changes and improvements approximately eighteen months from implementation. This will include a full evaluation of all relevant data relating to the overall customer experience of claimants using the service.