Before the COVID-19 pandemic, I was working as part of a group to create an all new electronic solution for separated parents to look for help organizing Kid Upkeep. We would certainly released an exclusive beta of the digital solution in December 2019, and also were functioning towards introducing more users on a progressive basis.
Before this, the only way to obtain assistance setting up Youngster Upkeep had actually been a totally telephone-based service. Nevertheless, as a department we knew that we had to provide a digital option as part of our dedication to increase our solutions as well as produce digital designs based upon our customers' demands.
The press to browse the web
All was going as prepared until the pandemic hit. Almost quickly, our associates in the contact centres can no more respond to the phones and process applications. The department was functioning to obtain people set up to function from house, but a great deal of coworkers were redeployed to service other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and also for the near future.
The team needed to move fast to secure the solution as well as make it offered to all applicants. The strategy had been to increase to around 100 applications a day undergoing the system within a couple of months, and now we had to reach this stage in an issue of days. The group worked hard to stabilise the service so it might cope with the rise in users, all while getting used to working from residence themselves.
Creating a 24/7 solution
At the private beta phase we were using comments from users to advance the solution-- as we opened it up even more this responses became a lot more important. There was a clear requirement for a couple of changes such as 24/7 schedule. The service was at first made to only 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 available after 8pm, so we developed our own backend to store the application data momentarily, till the legacy system became available. Around 20% of customers currently finish their applications in that 'offline' period, which reveals the advantages of responding really rapidly as well as taking customer 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 normal versions, we supplied a feature that enables individuals to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of on the internet individuals have actually selected to utilize this center, which just shows how valuable it has been as peace of mind for individuals making an application for Kid Maintenance.
The hard work pays off
Throughout the summer and also right into fall, the team worked constantly to introduce brand-new attributes, with modifications deployed on a practically weekly basis. It was a relentless rate and also was challenging at times-- for example for those people home schooling our children. Having a common objective of helping to get cash to households that need it was a really inspiring aspect 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 also recently acknowledged with a team honor at an interior awards event, which was a good means to celebrate the means we've worked together.
Thus far, over 59,000 people have actually used the electronic service to obtain Child Upkeep, which is around 80% of all candidates. The telephone solution is still there for those that need it, yet the number of online applications continues to expand.
This isn't the end of the electronic trip family lawyer for this service either. We're currently progressing a new roadmap for more makeover of the end-to-end service, and we'll continue to pay attention to user requirements, and also make amendments as well as renovations to make it as easy as possible for individuals to request as well as handle their Child Maintenance plans.
It's absolutely been a difficult year for everyone, yet I'm glad that I'll be able to look back at when our group rose to the obstacle and provided for individuals when they required us most.