Prior to the COVID-19 pandemic, I was functioning as part of a group to create a brand-new electronic solution for apart moms and dads to get aid arranging Child Maintenance. We 'd released a private beta of the digital service in December 2019, as well as were functioning towards introducing even more users on a progressive basis.
Before this, the only way to request assistance arranging Kid Upkeep had been a totally telephone-based solution. However, as a department we knew that we needed to provide a digital option as part of our commitment to broaden our solutions and also develop digital styles based on our users' demands.
The press to go online
All was going as planned until the pandemic hit. Practically instantly, our colleagues in the contact centres can no more respond to the phones and process applications. The division was functioning to obtain individuals established to function from house, yet a great deal of coworkers were redeployed to service other services. So, our supervisors made the decision to make our digital solution the main approach of application from that factor onwards, and for the foreseeable future.
The group had to scoot to secure the solution and make it available to all candidates. The plan had actually been to increase to around 100 applications a day undergoing 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 solution so it could handle the rise in individuals, all while getting used to working from residence themselves.
Creating a 24/7 service
At the exclusive beta stage we were utilizing responses from users to advance the solution-- as we opened it up additionally this feedback ended up being much more vital. There was a clear need for a few changes such as 24/7 availability. The service was at first made to just be readily available when the legacy backend system was readily available, in between 8am to 8pm throughout the week, and also out weekend breaks.
We had a great deal of responses asking why it was not readily available after 8pm, so we constructed our own backend to keep the application data briefly, up until the legacy system became available. Around 20% of customers currently finish their applications because 'offline' time period, which shows the advantages of reacting actually swiftly as well as taking user feedback on board.
Another item of responses we obtained from customers associated with them wishing to verify receipt of their application. So, as part of our normal versions, we supplied a function that enables users to register for an email verification that their application has been obtained making use of the Gov.Notify system. Around 99% of on the internet customers have selected to utilize this facility, which simply shows how useful it has actually been as peace of mind for individuals applying for Kid Upkeep.
The effort pays off
Throughout the summertime and also into fall, the group worked continuously to present new functions, with adjustments released on a practically regular basis. It was an unrelenting pace as well as was testing sometimes-- as an example for those people home schooling our children. Having a shared goal of helping to obtain cash to family members that need it was an actually motivating factor throughout these times.
That hard work meant that we had the ability to take the item through a Government Digital Solution (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the task. We were likewise recently acknowledged family lawyer with a team honor at an interior honors ceremony, which was a good means to celebrate the means we have actually worked together.
Until now, over 59,000 people have actually made use of the digital solution to look for Child Upkeep, which is around 80% of all candidates. The telephony solution is still there for those that require it, but the number of online applications continues to expand.
This isn't completion of the digital trip for this service either. We're now proceeding a new roadmap for further makeover of the end-to-end solution, and we'll continue to pay attention to customer needs, as well as make modifications and enhancements to make it as very easy as feasible for individuals to obtain and also handle their Child Maintenance arrangements.
It's definitely been a difficult year for all of us, but I'm glad that I'll be able to look back at when our group rose to the obstacle and delivered for people when they needed us most.