Prior to the COVID-19 pandemic, I was working as part of a team to produce a new electronic service for separated moms and dads to get help arranging Child Maintenance. We would certainly introduced an exclusive beta of the digital solution in December 2019, and were functioning towards introducing even more individuals on a progressive basis.
Before this, the only method to request aid preparing Youngster Upkeep had actually been a totally telephone-based service. Nevertheless, as a division we knew that we needed to supply an electronic choice as part of our dedication to expand our services and also create electronic designs based on our individuals' requirements.
The press to go online
All was going as planned up until the pandemic hit. Nearly quickly, our colleagues in the call centres can no longer respond to the phones as well as procedure applications. The department was functioning to get individuals set up to function from house, yet a great deal of coworkers were redeployed to service various other solutions. So, our supervisors made the decision to make our electronic solution the primary method of application from that point onwards, as well as for the direct future.
The group had to scoot to secure the service and also make it offered to all candidates. The plan had been to increase to around 100 applications a day going through the system within a couple of months, but now we had to reach this stage in an issue of days. The team worked hard to secure the solution so it could manage the increase in customers, all while adjusting to working from residence themselves.
Creating a 24/7 service
At the exclusive beta phase we were using feedback from users to progress the service-- as we opened it up better this responses ended up being much more essential. There was a clear requirement for a few changes such as 24/7 accessibility. The service was initially designed to only be offered when the legacy backend system was offered, in between 8am to 8pm throughout the week, and not on weekend breaks.
We had a lot of comments asking why it was not available after 8pm, so we constructed our own backend to store the application data momentarily, until the legacy system became available. Around 20% of customers now finish their applications in that 'offline' period, which shows the benefits of reacting truly swiftly as well as taking individual responses aboard.
One more item of responses we got from individuals associated with them wishing to validate invoice of their application. So, as part of our regular models, we supplied a feature that permits users to sign up for an email verification that their application has actually been obtained utilizing the Gov.Notify system. Around 99% of online customers have actually picked to use this facility, which just demonstrates how beneficial it has been as reassurance for individuals requesting Kid Maintenance.
The hard work repays
Throughout the summertime and also right into autumn, the team worked constantly to present brand-new functions, with changes deployed on a virtually weekly basis. It was an unrelenting speed and also was challenging sometimes-- for instance for those of us home education our youngsters. Having a shared goal helpful to get money to families that require it was an actually motivating element throughout these times.
That hard work indicated that we had the ability to take the item with a Federal government Digital Solution (GDS) public beta analysis in winter months. It passed with flying colours, which was a really pleased minute for everybody involved in the project. We were likewise lately identified child maintenance with a team honor at an internal honors ceremony, which was a wonderful means to celebrate the way we've interacted.
Thus far, over 59,000 people have used the electronic solution to look for Youngster Maintenance, which is around 80% of all applicants. The telephony solution is still there for those that need it, but the number of online applications remains to expand.
This isn't completion of the electronic trip for this solution either. We're currently progressing a brand-new roadmap for further transformation of the end-to-end service, and also we'll remain to listen to individual needs, as well as make changes as well as improvements to make it as simple as feasible for individuals to look for and manage their Youngster Maintenance setups.
It's certainly been a difficult year for everyone, yet I rejoice that I'll be able to look back at when our team rose to the obstacle and also delivered for individuals when they needed us most.