Before the COVID-19 pandemic, I was working as part of a group to create an all new digital service for separated parents to make an application for aid arranging Child Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, and also were functioning in the direction of presenting even more users on a gradual basis.
Previous to this, the only means to look for assistance setting up Kid Upkeep had actually been a totally telephone-based solution. Nevertheless, as a division we knew that we had to offer a digital option as part of our commitment to increase our solutions and also produce digital styles based on our users' needs.
The press to go on the internet
All was going as intended till the pandemic hit. Nearly promptly, our coworkers in the call centres might no longer answer the phones and also procedure applications. The department was working to obtain people set up to function from residence, however a lot of associates were redeployed to deal with other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and for the direct future.
The team had to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to increase to around 100 applications a day going through the system within a couple of months, now we needed to get to this stage in an issue of days. The team worked hard to secure the service so it can handle the increase in customers, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were utilizing feedback from individuals to progress the service-- as we opened it up further this comments came to be much more vital. There was a clear need for a couple of changes such as family law solicitors 24/7 accessibility. The solution was initially created to just be offered when the heritage backend system was available, between 8am to 8pm throughout the week, and also not on weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our very own backend to store the application data momentarily, till the legacy system became available. Around 20% of customers currently complete their applications in that 'offline' period, which shows the advantages of responding actually quickly as well as taking individual responses aboard.
Another piece of comments we got from individuals connected to them wanting to confirm receipt of their application. So, as part of our regular versions, we provided a function that permits customers to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of online users have actually chosen to utilize this center, which simply demonstrates how valuable it has actually been as confidence for individuals obtaining Kid Maintenance.
The hard work pays off
Throughout the summer and right into fall, the group worked regularly to introduce new features, with adjustments released on a nearly regular basis. It was a ruthless pace and was testing sometimes-- for instance for those of us home education our youngsters. Having a common goal of helping to obtain money to households that need it was a really encouraging variable during these times.
That hard work suggested that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly happy minute for everyone involved in the task. We were likewise recently acknowledged with a team honor at an interior honors ceremony, which was a nice means to celebrate the means we've worked together.
Thus far, over 59,000 people have actually used the electronic service to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that require it, however the variety of online applications continues to expand.
This isn't the end of the digital trip for this service either. We're currently progressing a new roadmap for more change of the end-to-end solution, and we'll continue to pay attention to user requirements, and also make amendments as well as renovations to make it as simple as feasible for individuals to make an application for and also manage their Youngster Upkeep setups.
It's certainly been a difficult year for everybody, but I'm glad that I'll have the ability to recall at when our team rose to the challenge as well as supplied for individuals when they needed us most.