Prior to the COVID-19 pandemic, I was functioning as part of a team to create a new electronic solution for separated parents to look for assistance arranging Youngster Maintenance. We would certainly introduced a private beta of the electronic service in December 2019, and also were working in the direction of presenting even more customers on a gradual basis.
Before this, the only method to obtain help preparing Child Maintenance had actually been a totally telephone-based solution. However, as a division we understood that we had to supply an electronic option as part of our dedication to increase our services as well as develop electronic designs based on our customers' needs.
The push to go on the internet
All was going as planned up until the pandemic hit. Virtually promptly, our colleagues in the get in touch with centres might no more address the phones and also process applications. The department was working to get people set up to work from home, however a lot of associates were redeployed to work with various other solutions. So, our supervisors decided to make our electronic solution the primary technique of application from that factor onwards, as well as for the near future.
The team had to move fast to protect the solution as well as make it offered to all candidates. The plan had been to increase to around 100 applications a day experiencing the system within a couple of months, and now we had to get to this phase in an issue of days. The team worked hard to secure the service so it could cope with the rise in customers, all while getting used to working from home themselves.
Creating a 24/7 solution
At the personal beta stage we were making use of responses from individuals to progress the solution-- as we opened it up even more this feedback came to be much more important. There was a clear demand for a few adjustments such as 24/7 accessibility. The solution was at first designed to just be available when the heritage backend system was available, in between 8am to 8pm during the week, as well as not on weekends.
We had a great deal of comments asking why it was not readily available after 8pm, so we developed our very own backend to store the application information temporarily, up until the legacy system appeared. Around 20% of individuals currently complete their applications because 'offline' amount of time, which shows the benefits of responding actually rapidly as well as taking customer feedback on board.
An additional item of feedback we got from customers related to them wishing to verify invoice of their application. So, as part of our normal iterations, we delivered a function that permits customers to enroll in an e-mail verification that their application has actually been received using the Gov.Notify system. Around 99% of on the internet individuals have actually selected to use this facility, which just shows how beneficial it has actually been as confidence for individuals applying for Child Upkeep.
The effort settles
Throughout the summertime as well as into fall, the group worked regularly to introduce new features, with changes released on a nearly regular basis. It was a ruthless speed and was testing sometimes-- for instance for those of us home education our kids. Having a common objective of helping to obtain money to families that require it was a truly inspiring factor throughout these times.
That hard work suggested that we had the ability to take the product through a Federal government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a really honored moment for everybody involved in the task. We were likewise lately identified with a group award at an inner awards ceremony, which was a wonderful method to commemorate the way we've worked together.
Thus far, over 59,000 individuals have utilized the electronic service to request Kid Upkeep, which is around 80% of all applicants. The telephone solution is still there for those that require it, family solicitors but the number of online applications continues to expand.
This isn't completion of the electronic journey for this service either. We're now advancing a brand-new roadmap for further improvement of the end-to-end solution, and also we'll continue to listen to customer needs, and make modifications and also renovations to make it as very easy as feasible for individuals to obtain as well as handle their Youngster Upkeep plans.
It's absolutely been a difficult year for everyone, however I'm glad that I'll have the ability to recall at when our group rose to the obstacle and also supplied for individuals when they required us most.