Prior to the COVID-19 pandemic, I was functioning as part of a team to produce a new electronic solution for apart parents to make an application for assistance organizing Kid Maintenance. We 'd introduced a personal beta of the digital service in December 2019, and were functioning in the direction of introducing more customers on a steady basis.
Before this, the only way to make an application for help arranging Youngster Maintenance had been an entirely telephone-based solution. However, as a division we understood that we had to give an electronic option as part of our dedication to broaden our services as well as create electronic designs based upon our individuals' needs.
The push to go on the internet
All was going as intended up until the pandemic hit. Almost immediately, our coworkers in the call centres could no more address the phones as well as process applications. The division was working to obtain people set up to function from home, however a lot of associates were redeployed to work on other solutions. So, our directors made the decision to make our electronic solution the main technique of application from that factor onwards, and for the near future.
The group had to move fast to safeguard the solution and make it offered to all candidates. The plan had actually been to increase to around 100 applications a day going through the system within a few months, and now we needed to reach this stage in a matter of days. The group strove to secure the solution so it could deal with the boost in customers, all while adjusting to working from residence themselves.
Developing a 24/7 service
At the personal beta stage we were using responses from customers to proceed the service-- as we opened it up better this comments became a lot more important. There was a clear need for a couple of changes such as 24/7 availability. The solution was originally designed to just be readily available when the heritage backend system was readily available, in between 8am to 8pm throughout the week, and also out weekends.
We had a lot of feedback asking why it was not available after 8pm, so we built our very own backend to save the application information briefly, until the legacy system appeared. Around 20% of customers currently complete their applications in that 'offline' amount of time, which shows the advantages of responding truly rapidly and taking customer comments on board.
An additional item of feedback we received from customers associated with them wanting to validate invoice of their application. So, as part of our regular models, we provided a feature that permits individuals to sign up for an e-mail confirmation that their application has actually been received making use of the Gov.Notify system. Around 99% of online users have picked to use this center, which just demonstrates how helpful it has actually been as peace of mind for individuals making an application for Youngster Maintenance.
The effort pays off
Throughout the summertime and into fall, the team worked constantly to introduce brand-new features, with modifications released on a practically once a week basis. It was a relentless speed and also was challenging at times-- as an example for those of us home schooling our kids. Having a common goal of helping to obtain cash to families that need it was a truly encouraging factor during these times.
That hard work meant that we had the ability to take the item through a Government Digital Service (GDS) public beta evaluation in wintertime. It passed with flying colours, which was an actually proud moment for all of us involved in the job. We were likewise lately acknowledged with a group honor at an inner honors event, which was a nice way to celebrate the way we've collaborated.
Thus far, over 59,000 individuals have actually utilized the digital service to apply for Child Upkeep, which is around 80% family solicitors of all candidates. The telephone systems solution is still there for those that require it, however the number of online applications continues to grow.
This isn't completion of the electronic journey for this service either. We're now proceeding a brand-new roadmap for additional improvement of the end-to-end service, and we'll remain to pay attention to individual needs, and make modifications as well as enhancements to make it as easy as feasible for individuals to obtain as well as manage their Youngster Upkeep arrangements.
It's certainly been a tough year for everyone, however I'm glad that I'll be able to recall at when our group rose to the challenge and also provided for people when they required us most.