Prior to the COVID-19 pandemic, I was functioning as part of a team to create an all new digital service for separated parents to make an application for assistance setting up Youngster Upkeep. We would certainly launched a private beta of the digital solution in December 2019, as well as were functioning in the direction of presenting even more individuals on a progressive basis.
Previous to this, the only method to look for aid arranging Youngster Upkeep had actually been a totally telephone-based service. Nevertheless, as a department we knew that we needed to give an electronic choice as part of our commitment to expand our services and also develop electronic designs based on our customers' demands.
The push to browse the web
All was going as intended until the pandemic hit. Almost immediately, our colleagues in the call centres might no longer address the phones as well as process applications. The division was working to get individuals set up to function from house, but a great deal of colleagues were redeployed to work on various other services. So, our supervisors made the decision to make our electronic service the major method of application from that factor onwards, and for the direct future.
The team needed to move fast to safeguard the service as well as make it available to all candidates. The strategy had been to increase to around 100 applications a day going through the system within a couple of months, but now we needed to reach this stage in an issue of days. The group worked hard to secure the solution so it might manage the increase in customers, all while adjusting to working from residence themselves.
Creating a 24/7 service
At the exclusive beta phase we were using comments from customers to progress the solution-- as we opened it up further this comments ended up being a lot more essential. There was a clear requirement for a couple of adjustments such as 24/7 availability. The service was at first created to just be readily available when the legacy backend system was offered, between 8am to 8pm during the week, as well as out weekend breaks.
We had a great deal of responses asking why it was not available after 8pm, so we built our own backend to store the application data temporarily, until the tradition system became available. Around 20% of individuals now complete their applications in that 'offline' time period, which shows the advantages of responding actually promptly and also taking customer responses aboard.
One more piece of feedback we received from users related to them intending to validate invoice of their application. So, as part of our routine iterations, we delivered a feature that permits individuals to register for an email verification that their application has actually been gotten using the Gov.Notify system. Around 99% of on-line customers have chosen to utilize this facility, which just demonstrates how beneficial it has been as reassurance family lawyer for individuals requesting Youngster Maintenance.
The hard work repays
Throughout the summer and also into fall, the team functioned regularly to introduce brand-new features, with adjustments deployed on an almost regular basis. It was a relentless speed and was testing sometimes-- for instance for those people home schooling our youngsters. Having a shared objective helpful to get cash to families that need it was a really encouraging factor throughout these times.
That effort implied that we had the ability to take the product with a Federal government Digital Solution (GDS) public beta assessment in winter months. It passed with flying colours, which was a really pleased minute for all of us involved in the job. We were additionally recently identified with a group honor at an inner awards ceremony, which was a great means to commemorate the way we've collaborated.
Until now, over 59,000 individuals have actually used the digital service to get Youngster Upkeep, which is around 80% of all candidates. The telephony service is still there for those that need it, but the number of online applications continues to grow.
This isn't the end of the digital trip for this solution either. We're currently progressing a brand-new roadmap for more transformation of the end-to-end solution, and also we'll remain to pay attention to customer requirements, as well as make changes as well as enhancements to make it as easy as possible for individuals to request and handle their Youngster Upkeep plans.
It's certainly been a challenging year for everybody, yet I rejoice that I'll be able to look back at when our group rose to the obstacle as well as delivered for individuals when they required us most.