Before the COVID-19 pandemic, I was working as part of a group to create an all new digital solution for apart parents to request assistance arranging Kid Maintenance. We would certainly released a personal beta of the digital solution in December 2019, and also were working towards introducing even more customers on a gradual basis.
Previous to this, the only method to look for help organizing Youngster Upkeep had actually been a completely telephone-based service. However, as a department we knew that we had to supply an electronic alternative as part of our commitment to broaden our solutions and also develop electronic layouts based upon our customers' needs.
The push to go online
All was going as planned until the pandemic hit. Virtually instantaneously, our coworkers in the call centres can no more respond to the phones and procedure applications. The division was functioning to get people set up to work from home, however a great deal of colleagues were redeployed to service other solutions. So, our directors decided to make our electronic service the main technique of application from that point onwards, and for the foreseeable future.
The group needed to move fast to secure the solution as well as make it offered to all applicants. The strategy had actually been to increase to around 100 applications a day going through the system within a few months, today we needed to get to this phase in an issue of days. The team strove to stabilise the service so it can handle the increase in users, all while getting used to working from home themselves.
Developing a 24/7 service
At the private beta phase we were making use of responses from individuals to proceed the solution-- as we opened it up further this responses ended up being even more crucial. There was a clear need for a couple of changes such as 24/7 schedule. The service was originally developed to just be available when the heritage backend system was readily available, between 8am to 8pm throughout the week, and out weekend breaks.
We had a lot of responses asking why it was not available after 8pm, so we constructed our own backend to keep the application information temporarily, up until the legacy system became available. Around 20% of users currently complete their applications because 'offline' amount of time, which shows the benefits of responding really rapidly and also taking user comments aboard.
Another piece of comments we obtained from users associated with them intending to validate receipt of their application. So, as part of our routine versions, we supplied a feature that allows individuals to enroll in an e-mail verification that their application has been received 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 actually been as peace of mind for individuals obtaining Kid Upkeep.
The effort settles
Throughout the summer season and also right into fall, the group functioned regularly to present brand-new functions, with adjustments released on a nearly regular basis. It was a ruthless speed as well as was challenging at times-- for example for those of us home education our youngsters. Having a common objective of helping to get money to family members that require it was an actually inspiring aspect during these times.
That hard work meant that we had the ability to take the item with a Government Digital Solution (GDS) public beta analysis in wintertime. It passed with flying colours, which was a truly happy moment for everyone involved in the task. We were family solicitors also just recently recognised with a team award at an inner awards ceremony, which was a wonderful method to celebrate the means we have actually worked together.
So far, over 59,000 individuals have made use of the digital solution to request Youngster Maintenance, which is around 80% of all candidates. The telephone service is still there for those that require it, but the variety of online applications continues to expand.
This isn't the end of the electronic journey for this solution either. We're now proceeding a new roadmap for more change of the end-to-end solution, and we'll remain to listen to individual needs, as well as make amendments as well as renovations to make it as simple as feasible for people to look for as well as handle their Child Maintenance setups.
It's certainly been a difficult year for all of us, however I rejoice that I'll be able to look back at when our group rose to the challenge as well as supplied for people when they needed us most.