Before the COVID-19 pandemic, I was functioning as part of a team to create a brand new electronic solution for separated moms and dads to make an application for assistance preparing Youngster Maintenance. We would certainly launched a private beta of the electronic solution in December 2019, and were functioning towards presenting even more customers on a steady basis.
Before this, the only method to make an application for help preparing Youngster Upkeep had actually been a completely telephone-based service. Nonetheless, as a division we understood that we had to give an electronic option as part of our dedication to broaden our services and produce electronic styles based upon our users' demands.
The push to browse the web
All was going as prepared till the pandemic hit. Almost promptly, our coworkers in the contact centres can no longer answer the phones as well as process applications. The division was working to get individuals set up to work from home, however a great deal of coworkers were redeployed to work with various other solutions. So, our supervisors decided to make our electronic solution the main method of application from that factor onwards, and also for the near future.
The group needed to move fast to secure the service and also make it offered to all applicants. The plan had actually been to increase to around 100 applications a day going through the system within a few months, and now we needed to get to this stage in an issue of days. The group worked hard to secure the solution so it could handle the increase in individuals, all while adjusting to working from house themselves.
Producing a 24/7 solution
At the private beta stage we were using comments from customers to advance the solution-- as we opened it up further this feedback became much more crucial. There was a clear need for a few changes such as 24/7 schedule. The service was initially developed to only be readily available when the legacy backend system was readily available, between 8am to 8pm throughout the week, and not on weekends.
We had a great deal of responses asking why it was not offered after 8pm, so we constructed our very own backend to save the application information briefly, up until the tradition system became available. Around 20% of users currently complete their applications because 'offline' period, which shows the benefits of responding truly promptly and also taking user comments on board.
One more piece of comments we got from individuals associated with them intending to confirm invoice of their application. So, as part of our routine models, we delivered a feature that enables users to sign up for an email verification that their application has actually been gotten making use of the Gov.Notify system. Around 99% of online customers have selected to utilize this facility, which just demonstrates how helpful it has actually been as reassurance for individuals requesting Youngster Upkeep.
The hard work settles
Throughout the summer season as well as into autumn, the group worked regularly to introduce new functions, with adjustments released on an almost regular basis. It was an unrelenting rate and was testing sometimes-- for instance for those people home schooling our kids. Having a common objective helpful to obtain money to households that require it was a really inspiring variable throughout these times.
That effort meant that we were able to take the item family law solicitors with a Government Digital Solution (GDS) public beta evaluation in winter months. It passed with flying colours, which was an actually honored moment for all of us involved in the job. We were also just recently recognised with a group honor at an inner honors event, which was a good way to commemorate the method we've interacted.
Up until now, over 59,000 people have actually utilized the electronic solution to apply for Child Upkeep, which is around 80% of all applicants. The telephone service is still there for those that need it, yet the number of online applications continues to expand.
This isn't completion of the digital journey for this solution either. We're now proceeding a new roadmap for further makeover of the end-to-end solution, and we'll remain to pay attention to user requirements, and also make changes and enhancements to make it as simple as possible for people to look for and manage their Child Maintenance plans.
It's absolutely been a tough year for all of us, however I'm glad that I'll be able to look back at when our team rose to the challenge as well as provided for individuals when they required us most.