Before the COVID-19 pandemic, I was working as part of a team to develop an all new electronic service for separated parents to make an application for help arranging Child Maintenance. We 'd launched a private beta of the digital solution in December 2019, as well as were functioning in the direction of introducing even more customers on a steady basis.
Before this, the only means to make an application for aid setting up Child Maintenance had actually been a completely telephone-based solution. Nonetheless, as a department we knew that we had to provide a digital option as part of our dedication to expand our services and also produce digital designs based upon our individuals' demands.
The push to browse the web
All was going as prepared up until the pandemic hit. Practically instantaneously, our associates in the get in touch with centres can no longer respond to the phones and procedure applications. The division was working to get individuals established to work from home, yet a great deal of colleagues were redeployed to work on various other solutions. So, our supervisors made the decision to make our electronic service the main approach of application from that factor onwards, and for the foreseeable future.
The group had to scoot to protect the service and also make it readily available to all candidates. The strategy had actually been to increase to around 100 applications a day going through the system within a few months, now we needed to get to this phase in a matter of days. The group strove to secure the service so it could deal with the boost in individuals, all while adapting to working from home themselves.
Creating a 24/7 solution
At the private beta phase we were utilizing feedback from users to progress the solution-- as we opened it up further this comments became a lot more important. There was a clear demand for a few modifications such as 24/7 availability. The service was originally made to only be readily available when the tradition backend system was readily available, between 8am to 8pm during the week, and also not on weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our own backend to store the application information temporarily, up until the heritage system became available. Around 20% of individuals currently finish their applications because 'offline' time period, which shows the advantages of responding actually rapidly as well as taking customer responses on board.
Another piece of comments we obtained from customers related to them wanting to verify receipt of their application. So, as part of our routine models, we supplied an attribute that allows users to sign up for an email confirmation that their application has been gotten making use of the Gov.Notify system. Around 99% of on-line individuals have selected to use this facility, which just shows how helpful it has been as reassurance for people applying for Child Maintenance.
The effort repays
Throughout the summer season as well as right into autumn, the group functioned constantly to present brand-new functions, with modifications deployed on a practically weekly basis. It was a relentless pace and also was family solicitors testing at times-- for example for those of us home education our kids. Having a shared goal helpful to obtain money to families that require it was a truly motivating factor throughout these times.
That effort implied that we were able to take the item through a Government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a really honored minute for all of us associated with the job. We were also lately identified with a team honor at an internal honors ceremony, which was a wonderful method to commemorate the method we've interacted.
Up until now, over 59,000 individuals have made use of the digital solution to look for Kid Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the variety of online applications continues to grow.
This isn't completion of the digital trip for this solution either. We're now proceeding a new roadmap for additional transformation of the end-to-end service, and also we'll continue to pay attention to customer requirements, and also make amendments as well as renovations to make it as easy as possible for individuals to make an application for and also manage their Child Upkeep setups.
It's certainly been a difficult year for everybody, but I'm glad that I'll have the ability to recall at when our team rose to the difficulty as well as supplied for people when they needed us most.