Prior to the COVID-19 pandemic, I was working as part of a team to develop an all new digital solution for separated parents to make an application for assistance preparing Child Maintenance. We 'd launched a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only way to get aid arranging Child Upkeep had been a completely telephone-based service. Nevertheless, as a division we knew that we had to provide a digital option as part of our dedication to increase our solutions as well as produce digital designs based upon our users' requirements.
The press to browse the web
All was going as prepared until the pandemic hit. Practically promptly, our coworkers in the call centres could no longer address the phones and procedure applications. The division was functioning to get individuals established to work from home, yet a great deal of associates were redeployed to deal with various other solutions. So, our directors decided to make our digital service the major technique of application from that point onwards, and also for the near future.
The team had to move fast to secure the solution and make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a few months, today we had to reach this stage in an issue of days. The team strove to stabilise the solution so it might cope with the boost in users, all while getting used to working from house themselves.
Developing a 24/7 service
At the private beta phase we were utilizing feedback from individuals to progress the solution-- as we opened it up further this comments came to be much more vital. There was a clear requirement for a couple of changes such as 24/7 accessibility. The solution was initially designed to only be offered when the heritage backend system was available, in between 8am to 8pm during the week, and also out weekend breaks.
We had a great deal of comments asking why it was not readily available after 8pm, so we developed our own backend to store the application information momentarily, until the tradition system appeared. Around 20% of customers currently complete their applications in that 'offline' amount of time, which reveals the benefits of reacting truly promptly and also taking user feedback on board.
One more item of responses we received from users associated with them wishing to validate invoice of their application. So, as part of our regular versions, we provided a function 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 customers have selected to use this facility, which simply demonstrates how useful it has been as reassurance for individuals getting Youngster Upkeep.
The hard work settles
Throughout the summertime and into fall, the group functioned regularly to introduce new features, with changes released on a virtually weekly basis. It was a ruthless pace and was challenging sometimes-- as family lawyer an example for those people home schooling our children. Having a shared objective of helping to get cash to households that need it was a really encouraging aspect during these times.
That hard work suggested that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly happy minute for everybody associated with the project. We were additionally just recently recognised with a group award at an inner awards event, which was a good way to commemorate the way we have actually worked together.
Until now, over 59,000 people have actually made use of the digital solution to make an application for Child Maintenance, which is around 80% of all candidates. The telephone solution is still there for those that need it, yet the number of online applications remains to grow.
This isn't completion of the electronic trip for this service either. We're currently advancing a brand-new roadmap for further makeover of the end-to-end service, as well as we'll remain to listen to individual demands, and make changes and enhancements to make it as very easy as possible for individuals to make an application for and also manage their Kid 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.