Prior to the COVID-19 pandemic, I was working as part of a team to create a brand-new digital solution for separated moms and dads to apply for aid setting up Youngster Upkeep. We would certainly released a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting more users on a progressive basis.
Previous to this, the only method to look for aid arranging Child Upkeep had actually been a completely telephone-based service. However, as a department we understood that we needed to give an electronic option as part of our commitment to expand our solutions and also create electronic layouts based on our individuals' demands.
The push to browse the web
All was going as intended until the pandemic hit. Nearly quickly, our coworkers in the contact centres might no more answer the phones and process applications. The division was functioning to obtain individuals established to function from residence, but a lot of colleagues were redeployed to service various other solutions. So, our supervisors decided to make our electronic service the primary technique of application from that point onwards, and for the near future.
The team had to move fast to safeguard the solution and make it offered to all candidates. The strategy had actually been to increase to around 100 applications a day undergoing the system within a couple of months, and now we had to get to this phase in an issue of days. The team strove to stabilise the solution so it can manage the boost in customers, all while adjusting to functioning from residence themselves.
Producing a 24/7 service
At the private beta phase we were utilizing comments from users to proceed the solution-- as we opened it up even more this feedback came to be much more essential. There was a clear need for a couple of changes such as 24/7 schedule. The service was initially made to only be readily available when the tradition backend system was available, in between 8am to 8pm during the week, and also not on weekend breaks.
We had a lot of comments asking why it was not available after 8pm, so we developed our very own backend to keep the application information briefly, till the legacy system appeared. Around 20% of users now finish their applications in that 'offline' period, which reveals the benefits of reacting actually quickly as well as taking customer feedback on board.
An additional piece of feedback we got from customers related to them intending to confirm receipt of their application. So, as part of our routine models, we delivered a feature that enables customers to enroll in an email confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on-line customers have actually chosen to use this facility, which just shows how helpful it has been as peace of mind for people making an application for Kid Maintenance.
The hard work pays off
Throughout the summer and into autumn, the group functioned frequently to present brand-new functions, with modifications deployed on a practically weekly basis. It was a relentless rate and also was testing at times-- for example for those people home education our kids. Having a shared goal helpful to get money to family members that require it was a truly motivating variable throughout these times.
That hard work meant 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 job. We were also just recently acknowledged with a group award at an inner awards event, which was a good means to celebrate the means we've interacted.
Until now, over 59,000 people family solicitors have actually used the digital solution to look for Kid Upkeep, which is around 80% of all applicants. The telephone solution is still there for those that need it, however the variety of online applications continues to grow.
This isn't completion of the electronic journey for this service either. We're currently proceeding a new roadmap for additional makeover of the end-to-end service, as well as we'll remain to pay attention to user needs, as well as make modifications and improvements to make it as simple as feasible for individuals to request as well as manage their Kid Upkeep setups.
It's absolutely been a challenging year for everyone, however I'm glad that I'll be able to look back at when our team rose to the difficulty as well as provided for people when they needed us most.