Prior to the COVID-19 pandemic, I was functioning as part of a team to create a new electronic service for apart moms and dads to make an application for assistance organizing Youngster Maintenance. We 'd released a personal beta of the electronic solution in December 2019, and also were working towards presenting even more users on a gradual basis.
Before this, the only way to request aid organizing Youngster Maintenance had been an entirely telephone-based service. Nonetheless, as a department we knew that we had to give a digital option as part of our dedication to increase our solutions and produce electronic layouts based on our users' requirements.
The press to go on the internet
All was going as planned 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 division was functioning to get people established to function from house, however a lot of coworkers were redeployed to work with various other services. So, our supervisors decided to make our digital solution the primary method of application from that factor onwards, as well as for the foreseeable future.
The group had to scoot to protect the service and also make it offered to all candidates. The plan had actually been to ramp up to around 100 applications a day going through the system within a couple of months, but now we needed to get to this stage in an issue of days. The team strove to stabilise the service so it can deal with the rise in individuals, all while getting used to working from residence themselves.
Creating a 24/7 solution
At the exclusive beta stage we were utilizing responses from users to advance the solution-- as we opened it up better this feedback ended up being a lot more important. There was a clear requirement for a couple of adjustments such as 24/7 availability. The service was initially designed to just be readily available when the legacy backend system was available, between 8am to 8pm during the week, and not on weekend breaks.
We had a great deal of feedback asking why it was not available after 8pm, so we built our very own backend to save the application information momentarily, up until the tradition system became available. Around 20% of users now finish their applications because 'offline' period, which shows the advantages of responding truly swiftly as well as taking user responses aboard.
One more piece of responses we got from users related to them intending to verify receipt of their application. child maintenance So, as part of our normal iterations, we supplied a function that allows customers 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 customers have selected to utilize this facility, which simply demonstrates how helpful it has actually been as reassurance for individuals looking for Kid Upkeep.
The effort pays off
Throughout the summertime and also into autumn, the team functioned constantly to introduce new attributes, with adjustments deployed on a practically regular basis. It was an unrelenting rate and also was challenging at times-- as an example for those people home schooling our children. Having a shared goal of helping to get money to households that require it was an actually motivating element during these times.
That hard work suggested that we were able to take the product with a Government Digital Service (GDS) public beta evaluation in wintertime. It passed with flying colours, which was a truly pleased moment for all of us involved in the project. We were also lately acknowledged with a group award at an internal honors ceremony, which was a good way to commemorate the method we've worked together.
Until now, over 59,000 individuals have made use of the electronic service to get Kid Upkeep, which is around 80% of all applicants. The telephony solution is still there for those that require it, however the number of online applications continues to expand.
This isn't the end of the electronic journey for this service either. We're currently advancing a brand-new roadmap for further makeover of the end-to-end service, and also we'll continue to listen to customer needs, as well as make modifications and enhancements to make it as very easy as possible for people to apply for as well as handle their Youngster Upkeep arrangements.
It's definitely been a difficult year for everybody, yet I'm glad that I'll be able to recall at when our group rose to the obstacle and also supplied for individuals when they needed us most.