Before the COVID-19 pandemic, I was working as part of a group to develop a new electronic solution for apart moms and dads to look for help organizing Kid Upkeep. We would certainly released a personal beta of the digital service in December 2019, as well as were working in the direction of presenting even more users on a gradual basis.
Previous to this, the only way to get aid preparing Youngster Maintenance had actually been a completely telephone-based solution. Nonetheless, as a division we understood that we had to offer a digital option as part of our dedication to increase our services and create electronic designs based on our users' needs.
The push to go on the internet
All was going as intended until the pandemic hit. Almost quickly, our colleagues in the contact centres can no longer answer the phones and also process applications. The division was functioning to get individuals set up to work from home, yet a lot of colleagues were redeployed to work on other solutions. So, our supervisors made the decision to make our electronic service the primary approach of application from that point onwards, and also for the near future.
The group had to scoot to protect the service and also 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, but now we had to reach this stage in a matter of days. The group worked hard to stabilise the solution so it could manage the boost in customers, all while adapting to functioning from home themselves.
Developing a 24/7 solution
At the exclusive beta stage we were using responses from users to advance the service-- as we opened it up better this feedback ended up being a lot more important. There was a clear requirement for a couple of changes such as 24/7 accessibility. The solution was originally designed to only be offered when the heritage backend system was available, between 8am to 8pm during the week, as well as not on weekend breaks.
We had a great deal of comments asking why it was not offered after 8pm, so we developed our own backend to save the application information momentarily, till the tradition system appeared. Around 20% of users currently complete their applications in that 'offline' amount of time, which reveals the advantages of responding truly swiftly as well as taking individual comments on board.
Another piece of feedback we obtained from customers connected to them intending to verify receipt of their application. So, as part of our normal models, we provided a feature that allows users to enroll in an e-mail confirmation that their application has been received using the Gov.Notify system. Around 99% of on-line individuals have picked to utilize this facility, which just demonstrates how valuable it has been as reassurance for individuals looking for Child Upkeep.
The hard work settles
Throughout the summer season and also right into fall, the team worked constantly to present brand-new features, with adjustments deployed on a virtually regular basis. It was a relentless speed and was testing at times-- as an example for those of us home schooling our kids. Having a common goal of helping to obtain cash to households that need it was a truly motivating aspect throughout these times.
That hard work indicated family solicitors that we were able to take the item through a Government Digital Solution (GDS) public beta assessment in wintertime. It passed with flying colours, which was an actually proud moment for everybody involved in the task. We were additionally recently identified with a group award at an interior honors event, which was a wonderful way to celebrate the method we have actually interacted.
So far, over 59,000 people have actually made use of the digital service to apply for Child Maintenance, which is around 80% of all applicants. The telephony service is still there for those that need it, but the number of online applications continues to expand.
This isn't the end of the digital trip for this service either. We're now progressing a new roadmap for further change of the end-to-end service, as well as we'll continue to listen to user needs, as well as make changes as well as renovations to make it as very easy as possible for people to obtain as well as manage their Youngster Upkeep plans.
It's definitely been a difficult year for everybody, however I'm glad that I'll have the ability to recall at when our group rose to the challenge and also provided for people when they needed us most.