Whiplash reforms · Accident (RTA) related PI claims. 28 Whiplash Reforms Policy context and...

Whiplash Reforms Preparing for launch

WelcomeDominic Clayden, MIB Chief Executive Officer

Introduction

Whiplash reforms Public domain

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Today’s objectives:

• share an update from MoJ• demonstrate readiness of the service• share testing insights and show how the service works for customers• help claims professionals prepare for launch and understand the support that’s available• answer your questions and invite feedback

Agenda


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1. Introduction Dominic Clayden 11:00-11:15

2. Customer experience Garry Luxford 11:15-11:45

3. System demonstration Jake Rimmer 11:45-12:15

Lunch - 12:15-13:15

4. MIB Q&A panel Q&A panel 13:15-13:45

5. System demonstration Jake Rimmer 13:45-14:15

6. MoJ update Richard Hutchinson 14:15-14:45

7. Close Dominic Clayden 14:45

Programme update


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What have we achieved so far?

• built the end-to-end customer journey

• presented demos to claims professionals at MoJ-MIB seminar events

• hours of development effort across development sprints

• phases of model office testing

• Tested with customers and a further for brand tests

• contact centre reps recruited

• organisations registered

1,000+

1710,000+

2

112

6

220

100+

Programme update


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What does this mean for the IT build?

• worked with MoJ throughout and built based on assumptions• the build was ready for April, had final CPRC outputs matched those assumptions• capacity for two more sprints before August launch, reserved for aligning to CPRC outputs

What does this mean for the overall service?

• contact centre supporting registrations• programme team supporting integration• stepping up engagement with advice providers

Unrepresented customersGarry Luxford, Head of Customer Operations

Official Injury Claim


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Mission: “deliver a solution that empowers anyone to make a low-value personal injury claim without any legal help”

Customer experience design is key to this mission, so our work has included:

CX(Customer Experience)

• Customer Experience – the customer’s overall experience of the whole service: website, systems, emails, contact centre, guides

• Customer Experience Designer champions the customer needs with

insights from research, customer testing and ongoing feedback

UX(User Experience)

• User Experience – how the customer interacts with the application

• Pega Experience Designer and UX Writer collaborate with the team,

designing each page to be easy to use with words that are simple to understand

UI(User Interface)

• User interface - the look and feel

• MIB’s partners collaborate to ensure the whole web journey looks and feels

like the Official Injury Claim brand throughout, using branded icons, buttons and pictures

Research firm Ipsos-MORI tested the online claims process with vulnerable and non-vulnerable, unrepresented customers across Accessibility, Robustness and Premise

Overview


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Research Pillars

Customer Experience• Focus Groups on expectations• Brand ‘Paper’ prototype• Brand Preference Testing (n =100)

Support Levels

User Experience – Test 1• Unrep. customer use of Prototype• Vulnerable customer use of paper*• Pro-user research

Support Levels

(P) Premise: very strong

(A) Accessibility: very strong

(R) Robustness : strong


(A) Accessibility: strong

(R) Robustness: supported

User Experience – Test 2• Unrep. customer use of Prototype• Vulnerable customer use of paper*• Pro-User research

Support Levels


(A) Accessibility: very strong

(R) Robustness : very strong

1 2 3

Cross- Functional Triage (Operations, Communications, IT)

Agile

*Inclusivity testing


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Pro user test

Test 1 - NovemberEngagement of compensators and legal users focusing on validating the functionality and robustness of the solution.

• Compensators: 3

• Legal: 3

The feedback from the pro-users was triaged with product owners resulting in:

• Functional defects resolved

• Enhancement documented for consideration in subsequent releases (‘Sprints’)

• Improvements made to pro-user guidance documents to clarify system operation/use

Test 2 – Jan / FebThe testing was extended to include medical providers and an increased number of compensators

• Compensators: 6

• Legal: 3

• Medical Providers: 3

The key outputs from test 2 are:

• An increase in process and clarification queries, many of which can be answered when the rules are confirmed

• Enhancement suggestions for the medical report provider process which are under review

• Only a low level of actual defects (less than 10% of the feedback)


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Accessibility testing

Accessibility Testing

Accessibility testing

Identifies any accessibility or design issues which may need to be addressed for the service to meet “AA” standard of Web Content Accessibility Guidelines (WCAG) 2.1.

Test 1

• has concluded, validating over 30 pages of dynamic content and has acknowledged a number of suggestions which will create an improved experience for all who will consume the service

Test 2

• completed on 25th February. The next steps will be to review and agree the action plan to incorporate further improvements.


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Next steps – customer journey

Continuous Improvement

Customer Insights

• Net Promoter* survey to go live based on contact preferences (SMS or email)

Contact Centre

• Samaritans training completed

• Insights captured within the contact centre

Post Live Testing

• Focused research with Ipsos-MORI will happen post go live (customers who have been through the new journey)

• Insights mapped out to give us a customer centric journey

Customer JourneyCustomer Council

• Agreement to be made on how we evolve the SAG (Stakeholder Advisory Group) into a Customer Council

* Measures likelihood to recommend the service to friends and family

The Official Injury Claim service will continue to seek customer feedback that MoJcan then consider for continuous improvement.


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Customer support

People

• Currently 6 lead agents to support professional registrations

• Optimum number in place for launch

• Continue to monitor and increase to as many as required

• CEX manager and Planning manager to assure the service delivery and development moving forward

• Support for the non-digital customers

• Support for English and Welsh

• Additional support for other languages

Supporting the industry’s preparationsGarry Luxford, Head of Customer Operations

Registration window opened on 22nd January

220 organisations have applied to register

Most-asked question has been how to set up TPAs, DAs and similar organisations – this will feature in Jake’s presentation

Industry preparations – registration


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* figures accurate as at 26.02.20


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Almost 100 firms to date are looking to connect using API integration

• most of these are using products from software houses rather than carrying out their own development• 3 software houses and 3 compensators are already processing test claims in the development environment

MIB presented to around 160 delegates at integration events in January:

• delegates representing claimant representatives, compensators and claims software providers• sessions featured:

o design and security overviewo end-to-end API demo for claims processingo API test service registration access walkthrough

Industry preparations - integration

Industry preparations


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To do list

Confirm final policy scope

Finalise protocol & practice

directions with CPRC

Lay regulations

Publish tariff

Implement legislative change

to small claims limit

Publish medical reporting

qualifying criteria

To do list

Final protocol-build

alignment checks

Finish tests and launch

Continue to process new

registrations

Continue to support

integration setup

Prep customer signposting

To do list

MedCo – ensure national

coverage of providers

MROs & DMEs sign up

MedCo – audit providers

against qualifying criteria

Medical To do list

Adapt business models

and processes

Train staff

Register and set up

organisation and users

Develop system changes

and test API integration

Claimant reps and compensators


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Claims professionals

• MIB continue raising awareness to support industry’s preparations (e-shot, website, press, social media)• continue support for registrations and integration• advise when access to the training environment is available• provide digital toolkit for industry contacts to signpost customers to the service

Public

• MoJ publicity to announce and confirm launch• MIB will engage advice providers and provide digital toolkit to help advise and signpost customers• further work on the website to improve search engine optimisation (customers finding the service)• engage Gov, advice providers and claims industry to add links from their sites

Industry preparations – launch plans

DemonstrationJake Rimmer, Business Analyst

Build update


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Core functionality is delivered in a series of 3-week sprints using Agile methodology.

What’s changed since September’s demo?

September

• first 9 sprints delivered

• demo covered:o claim captureo user portal (dashboard)o part of the liability journey

February

• + 8 more sprints delivered

• delivered all other parts of the journey, such as:o organising medicalo medical reportso offerso list of documents for court

• delivered enhancements to address test feedback

Demonstration


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September demoToday’s demo

Demonstration


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• managing an Organisation• compensator actions along a claim journey• elements of a professional user (claimant representative) view

Q&A panel

DemonstrationJake Rimmer, Business Analyst

Demonstration


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• Highlight elements of the claim capture enhanced following user feedback on our Model office testing• Demonstrate and highlight features built along the claim journey

Whiplash Reforms

MoJ update

Richard Hutchinson, Head of Whiplash Reforms Programme

February 2020

• Civil Liability Act - tariff of damages for pain, suffering and loss of amenity and banning the seeking or offering of pre-medical offers to settle such claims.

• Increase to the small claims track (SCT) limit in respect of Road Traffic Accident (RTA) related PI claims.

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Whiplash ReformsPolicy context and environment - overview

Ministry of Justice

February 2020

• Government commitment to access to appropriate PI compensation for those affected by RTA.

• Online Service to help people make and manage small RTA related PI claims.

• Stakeholder consideration throughout development of the Service and independent research.

• New Pre-Action Protocol, supporting rules and guidance to underpin the increase in the SCT.

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Whiplash ReformsMoJ policy approach

Ministry of Justice

February 2020

• Increasing the SCT limit for RTA related personal injury claims from £1,000 to £5,000 (and to a total claim value of £10k)

• Statutory requirement of a medical report.

• A tariff of predictable damages for all whiplash claims with an injury duration of up to 24 months.

• Alternative Dispute Resolution.

• Minors and protected parties.

• Implementation date.

• Credit hire litigation.

• Post-live monitoring.

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Whiplash ReformsMoJ policy decisions

Ministry of Justice

February 2020

Q&A panel

CloseDominic Clayden

Contact


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To sign up for e-shot updates on programme delivery: www.mibmanagedservices.org.uk

For live customer support such as:• registering your organisation• accessing the service• integrating via API

www.officialinjuryclaim.org.uk/contact-us/

http://www.mibmanagedservices.org.uk/

http://www.officialinjuryclaim.org.uk/contact-us/

Whiplash reforms · Accident (RTA) related PI claims. 28 Whiplash Reforms Policy context and...

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