Prior to the COVID-19 pandemic, I was working as part of a group to develop a new electronic service for separated parents to get assistance preparing Youngster Upkeep. We would certainly introduced a personal beta of the digital service in December 2019, and were functioning in the direction of presenting more users on a gradual basis.
Previous to this, the only means to apply for aid preparing Kid Maintenance had actually been an entirely telephone-based service. However, as a division we understood that we needed to provide a digital option as part of our commitment to expand our services and develop electronic designs based upon our individuals' needs.
The press to go online
All was going as prepared until the pandemic hit. Virtually instantaneously, our coworkers in the get in touch with centres could no more answer the phones as well as process applications. The division was functioning to get individuals set up to function from home, yet a lot of colleagues were redeployed to work on various other solutions. So, our directors made the decision to make our electronic service the primary approach of application from that point onwards, and for the near future.
The group had to scoot to safeguard the service as well as make it available to all applicants. The plan 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 stage in a matter of days. The team worked hard to stabilise the service so it might manage the increase in users, all while adapting to working from house themselves.
Producing a 24/7 solution
At the personal beta phase we were utilizing responses from customers to proceed the solution-- as we opened it up better this responses came to be a lot more vital. There was a clear demand for a couple of modifications such as 24/7 accessibility. The service was initially developed to only be readily available when the heritage backend system was readily available, in between 8am to 8pm during the week, and out weekend breaks.
We had a lot of feedback asking why it was not readily available after 8pm, so we constructed our own backend to store the application information briefly, until the legacy system appeared. Around 20% of individuals now finish their applications in that 'offline' amount of time, which reveals the benefits of responding really swiftly as well as taking customer comments on board.
An additional piece of responses we got from customers associated with them wanting to validate receipt of their application. So, as part of our routine iterations, we provided a feature that enables users to register for an e-mail confirmation that their application has actually been received utilizing the Gov.Notify system. Around 99% of on-line users have actually picked to use this facility, which simply demonstrates how helpful it has actually been as reassurance for people obtaining Youngster Maintenance.
The hard work settles
Throughout the summer season and also into autumn, the team worked frequently to present new features, with modifications deployed on a virtually once a week basis. It was a relentless pace and was challenging at times-- for instance for those of us home schooling our kids. Having a shared goal of helping to get money to families that need it was a truly motivating aspect throughout these times.
That child maintenance effort indicated that we were able to take the product through a Government Digital Solution (GDS) public beta analysis in winter months. It passed with flying colours, which was an actually pleased moment for all of us involved in the task. We were likewise just recently recognised with a team honor at an interior awards event, which was a great method to celebrate the means we've worked together.
Until now, over 59,000 individuals have made use of the digital solution to apply for Youngster Maintenance, which is around 80% of all candidates. The telephone service is still there for those that need it, however the number of online applications remains to grow.
This isn't completion of the digital trip for this solution either. We're now proceeding a new roadmap for more improvement of the end-to-end solution, as well as we'll remain to listen to individual needs, as well as make modifications as well as renovations to make it as easy as possible for individuals to obtain and also manage their Kid Upkeep arrangements.
It's definitely been a tough year for all of us, yet I'm glad that I'll be able to recall at when our group rose to the challenge and provided for individuals when they required us most.