Digital Access to Justice Platform (PE0123)

Description of the commitment

What is the public problem that the commitment addresses?

Citizens, in their interaction with the justice system, face a significant barrier to accessing information. This problem manifests itself in:
• Complexity and technical language: Judicial resolutions and procedures use language that is incomprehensible to the average citizen, generating dependency on third parties and deep distrust in the system.
• Dispersion of information: To learn about the status of a case, the requirements for a procedure, or the location of a court, users must navigate multiple non-integrated web platforms (SERJUS, CEJ, etc.) or attend in person, which implies a significant investment of time and economic resources. This evidences a fragmentation of services that does not consider the user experience.
• Saturated service channels: The high demand for repetitive consultations overloads traditional service channels, such as the User Service Modules (MAU), through physical and/or virtual channels and telephone lines, resulting in long waiting times and limited responses. This, combined with the lack of a single mechanism with traceability for complaints and suggestions, undermines citizen trust and the perception of integrity.
• Opacity in management: The scarce availability of aggregated data on judicial management (caseload, resolution times, budget execution) in open formats prevents civil society and academia from carrying out effective social oversight and proposing evidence-based improvements.
• Digital and accessibility gap: Digital illiteracy and the technology access gap must be considered. A purely digital solution runs the risk of amplifying existing inequalities if it is not designed with a focus on the characteristics, difficulties, and contexts of the various types of users. The challenge is not to "digitize bureaucracy," but to redesign processes to make them simpler and more human.
This set of factors directly affects citizens, making them feel distant and unprotected by a system they perceive as slow, costly, and opaque, undermining their fundamental right of access to justice.

What is the commitment?

The commitment proposes the design, development, and implementation of a centralized digital platform (web and mobile) that facilitates transparent, accessible, and timely access to information and services of the Judiciary. This platform seeks to close the information gap between the justice system and citizens, placing the focus on the user experience and not solely on technology. The "Transparent Judicial Window" will integrate into a single access point key services such as the Justice in Your Hands Service (SERJUS), an Open Data Portal with anonymized judicial information, and a Unified Complaints and Suggestions Channel. Its central component will be a virtual assistant with artificial intelligence, capable of responding in clear and simple language to the most frequent queries on processes, procedures, deadlines, court locations, and case status.
The platform will be multilingual (Spanish and Quechua), accessible for persons with disabilities, elderly adults, and victims of violence, complying with accessibility standards validated by the National Council for the Integration of Persons with Disabilities (CONADIS). More than a digital tool, this commitment seeks to transform citizen service in the justice system, generating greater trust, transparency, and closeness between the Judiciary and citizens. In this regard, the following results are expected:
1. Simplified Procedures: Unified access to case and procedure consultations, saving travel time and costs through an inclusive platform, with user-centered design, multilingual (Spanish and Quechua), for persons with disabilities and elderly adults, victims of violence, with accessibility options for all services provided by the Judiciary.
2. Clear and Quick Responses: A virtual assistant with artificial intelligence that “translates” legal language and responds 24/7 to frequently asked questions, reducing the need for intermediaries.
3. Real Transparency: An open data portal with statistical and judicial management information, with relevant and reusable information that allows citizens to oversee and propose evidence-based improvements.
4. Trust and Security: A unified channel for complaints, grievances, and suggestions, which guarantees that the citizen's voice is heard and addressed in accordance with the provisions issued by the Public Management Secretariat as the governing body in Service Quality.
The platform will be developed in an iterative and scalable manner, beginning with a minimum viable product (pilot) to then incorporate new functionalities based on direct user feedback.

How will the commitment contribute to solving the public problem?
The commitment proposes a comprehensive response to the problem, addressing it from its root and with a user-oriented approach:
• Faced with the complexity of language, the AI assistant translates technical-legal information into clear and understandable language, empowering citizens to understand their rights and processes without the need for intermediaries.
• Faced with dispersion, the platform unifies access to key services such as case consultations (SERJUS), procedure information (MAU), georeferenced court locations, and other services in a single point of contact, saving citizens travel time and costs and creating a fluid and coherent user experience.
• Faced with distrust, the complaints and suggestions channel offers a secure mechanism with online follow-up on their status, strengthening integrity, the fight against corruption, and citizen participation in the continuous improvement of the service, in accordance with the regulations established by the governing body.
• Faced with opacity, the Open Data Portal makes management transparent by publishing high-value information that allows citizens, the press, and researchers to observe the performance of the system and foster accountability and informed participation.
• Faced with the digital gap: The design will focus on accessibility and simplicity, with multilingual versions (Spanish and Quechua) and complying with standards for persons with disabilities and elderly adults. Alternative channels will be explored so as not to widen the gap.

Why is the commitment relevant to the principles of Open Government?
The Transparent Judicial Portal directly strengthens the principle of Transparency and Access to Public Information, by making available to citizens a single, accessible point to learn about relevant information on judicial services, procedures, and processes. Through its open data portal and its virtual assistant with artificial intelligence, the platform will allow access in a simple, clear, and real-time manner to anonymized judicial information, case status, court locations, and service channels, reducing the information asymmetry between the justice system and citizens. Likewise, the initiative promotes more open, inclusive, and comprehensible justice, by guaranteeing multilingual access with universal accessibility criteria, eliminating barriers for historically excluded groups. In this way, the commitment not only improves the availability and quality of public information, but also strengthens citizen trust in judicial institutions through accountability and the transparent and proactive visibility of judicial management.

Actors Involved
Public Entities:
• Judiciary of Peru (Lead Entity): Through the Directorate of Judicial Services of the General Management, with the support of the relevant organic units.
• Presidency of the Council of Ministers (PCM): Through the Secretariat of Government and Digital Transformation, the Public Management Secretariat, and the Secretariat of Public Integrity, for compliance with its regulatory standards within the framework of their respective competencies.
Civil Society and Other Actors:
- Bar Associations of Peru: For the co-creation of data sets of interest, dissemination among their members, and promotion of the use of open data.
• Academic sector: For research and feedback and to promote the use of open data and support for vulnerable persons.
• Citizens: As a central actor in the research, design, validation, and testing phases of the solution.

Commitment Program
Milestone Activity | Responsible Organic Unit | Verification Method | Start Date | End Date
1. Phase 0: Problem research with user focus and process mapping. Public innovation tools will be used to understand the user experience and existing gaps. | Administrative Secretariat of Citizen Proposal Service/Statistics Sub-management | Findings report, recommendations, and main problems and dissatisfactions detected, which will serve as input for the design. | January 2026 | February 2026
2. Phase 1: Planning, Analysis, Solution Design, and Proposal Validation. | Directorate of Judicial Services/Information Technology Management / Statistics Sub-management | Phase I prototype validated with users, report of adjustments made based on their feedback, Functional Design and Architecture. | January 2026 | June 2026
3. Phase 1: Development, Testing. | Directorate of Judicial Services/Information Technology Management /Statistics Sub-management | System development and app integration of prioritized jurisdictional service. | May 2026 | November 2026
4. Phase 1: Implementation, deployment, maintenance. | Directorate of Judicial Services/Information Technology Management /Communications and Institutional Image Management | Pilot in a controlled environment, Official Launch, Dissemination, Training and Content Consolidation. Pilot lessons learned report. | December 2026 | December 2026
5. Phase II: Analysis, Solution Design and Proposal Validation. | Directorate of Judicial Services/Information Technology Management /Statistics Sub-management | Phase II prototype validated by users, new Functional Design and Adapted Architecture. | January 2027 | February 2027
6. Phase II: Development, Testing. | Directorate of Judicial Services/Information Technology Management / Statistics Sub-management | Development of new Phase II components, development of judicial app Phase II, new datasets on the Open Data Portal, single channel for complaints, grievances, suggestions, and claims, multilingual, in coordination with the governing body on these matters. | March 2027 | October 2027
7. Phase II: Implementation, deployment, communication strategy and sustainability, maintenance, and continuous improvement. | Directorate of Judicial Services/Information Technology Management /Communications and Institutional Image Management | Pilot in a controlled environment, Official Launch, Behavior change-focused dissemination campaign, Continuous monitoring and improvement plan based on user experience, Training, and Final report on commitment fulfillment. | November 2027 | December 2027

Final Product
"Transparent Judicial Portal" platform consolidated and operational, accessible via web and mobile, with its four implemented components: Virtual Assistant with AI, Open Data Portal, Unified Channel for complaints, grievances and suggestions, and multilingual and accessible interface.
This product is the result of an iterative co-creation process with citizens and its development and sustainability will be subject to budgetary allocation.

Result Indicators for the Sustainability of the Commitment
. Adoption rate: Number of monthly interactions carried out by unique monthly users with the Virtual Assistant.
- User satisfaction index: Percentage of user satisfaction with respect to the platform (Number of satisfied users/Number of surveyed users) x100.
- Reuse of open data: Number of downloads of datasets and third-party projects that use the portal's APIs.
- Complaint management rate: Percentage of complaints received through the channel that have been referred within the timeframe established by the regulation (Number of complaints received that have been referred within the timeframe established by the regulation/Total complaints submitted through the unified channel) x100.

Commitment monitoring information
Entity responsible for the commitment
Judiciary (PJ)
Organic unit responsible for commitment monitoring
Directorate of Judicial Services (GSJ) of the General Management of the Judiciary