Before the COVID-19 pandemic, I was working as part of a group to develop a brand-new digital solution for apart parents to get assistance preparing Kid Maintenance. We 'd released a personal beta of the electronic solution in December 2019, and were working in the direction of introducing more individuals on a steady basis.
Previous to this, the only method to apply for assistance preparing Child Upkeep had actually been a completely telephone-based service. Nevertheless, as a department we knew that we needed to offer a digital alternative as part of our commitment to broaden our solutions and also create digital designs based on our individuals' demands.
The press to go online
All was going as prepared up until the pandemic hit. Virtually instantaneously, our coworkers in the contact centres could no longer respond to the phones as well as process applications. The department was working to get people set up to work from house, however a lot of associates were redeployed to service other services. So, our supervisors decided to make our electronic solution the primary technique of application from that point onwards, as well as for the near future.
The team had to scoot to safeguard the solution as well as make it offered to all applicants. The strategy had actually been to ramp up to around 100 applications a day experiencing the system within a couple of months, now we had to reach this stage in an issue of days. The team strove to secure the service so it can manage the boost in users, all while getting used to working from home themselves.
Producing a 24/7 service
At the exclusive beta stage we were making use of feedback from customers to advance the solution-- as we opened it up additionally this feedback came to be even more vital. There was a clear requirement for a couple of modifications such as 24/7 availability. The service was originally developed to just be available when the tradition backend system was readily available, between family law solicitors 8am to 8pm throughout the week, and not on weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our own backend to keep the application information temporarily, up until the heritage system appeared. Around 20% of users now finish their applications because 'offline' amount of time, which shows the benefits of reacting truly promptly and also taking user comments on board.
One more item of responses we obtained from users related to them wishing to verify invoice of their application. So, as part of our normal models, we delivered a feature that allows users to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of online individuals have chosen to utilize this center, which simply shows how helpful it has been as reassurance for people applying for Youngster Upkeep.
The hard work pays off
Throughout the summer and also right into autumn, the group functioned frequently to introduce new attributes, with adjustments deployed on an almost once a week basis. It was an unrelenting speed and was testing at times-- as an example for those people home schooling our youngsters. Having a shared objective of helping to get cash to families that require it was a truly motivating variable during these times.
That effort meant that we had the ability to take the product via a Government Digital Solution (GDS) public beta assessment in winter months. It passed with flying colours, which was a really honored moment for everybody involved in the job. We were additionally just recently acknowledged with a team award at an inner awards ceremony, which was a wonderful way to commemorate the way we've interacted.
So far, over 59,000 people have actually used the digital service to make an application for Youngster Upkeep, which is around 80% of all candidates. The telephony service is still there for those that need it, however the variety of online applications continues to grow.
This isn't the end of the digital journey for this service either. We're currently proceeding a new roadmap for additional improvement of the end-to-end solution, and also we'll continue to listen to user requirements, as well as make modifications and also renovations to make it as easy as possible for individuals to obtain and also handle their Kid Upkeep plans.
It's definitely been a tough year for everybody, yet I rejoice that I'll have the ability to recall at when our team rose to the difficulty as well as delivered for people when they needed us most.