Before the COVID-19 pandemic, I was functioning as part of a team to develop a new digital solution for apart moms and dads to obtain aid arranging Child Maintenance. We would certainly launched a personal beta of the digital service in December 2019, and also were functioning towards introducing more users on a gradual basis.
Previous to this, the only way to obtain assistance preparing Youngster Upkeep had actually been a totally telephone-based solution. Nevertheless, as a department we knew that we had to offer a digital option as part of our commitment to increase our solutions as well as produce digital designs based on our customers' demands.
The press to go on the internet
All was going as prepared up until the pandemic hit. Practically instantaneously, our associates in the get in touch with centres could no longer address the phones as well as process applications. The department was functioning to obtain people established to function from house, but a great deal of coworkers were redeployed to service other solutions. So, our supervisors made the decision to make our electronic solution the main approach of application from that factor onwards, and for the direct future.
The group had to scoot to protect the solution as well as make it available to all candidates. The plan had been to increase to around 100 applications a day going through the system within a couple of months, and now we had to reach this stage in an issue of days. The team strove to stabilise the solution so it could manage the boost in users, all while adapting to working from house themselves.
Creating a 24/7 solution
At the private beta phase we were making use of comments from customers to advance the solution-- as we opened it up better this comments came to be much more vital. There was a clear need for a couple of changes such as 24/7 accessibility. The solution was initially created to only be offered when the heritage backend system was available, between 8am to 8pm throughout the week, and not on weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our own backend to keep the application information momentarily, until the tradition system appeared. Around 20% of customers now complete their applications in that 'offline' amount of time, which reveals the benefits of reacting truly swiftly and also taking user feedback on board.
One more item of responses we obtained from users related to them wishing to verify invoice of their application. So, as part of our normal models, we supplied a feature that allows users to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of on the internet individuals have selected to use this facility, which just shows how useful it has been as reassurance for people getting Youngster Upkeep.
The effort settles
Throughout the summertime and into fall, the group functioned regularly to introduce new features, with adjustments released on a nearly regular basis. It was a ruthless pace as well as was testing at times-- for instance for those people home education our kids. Having a common goal of helping to obtain cash to households that require it was a really inspiring variable throughout these times.
That hard work indicated that we had the ability to take the product with a Government Digital Service (GDS) public beta assessment in wintertime. It passed with flying colours, which was a really honored 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 utilized the electronic service to request Youngster family solicitors Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that require it, however the variety of online applications continues to expand.
This isn't the end of the digital trip for this service either. We're now proceeding a new roadmap for additional makeover of the end-to-end service, and also we'll continue to listen to customer needs, as well as make modifications and enhancements to make it as very easy as possible for people to look for as well as handle their Youngster Maintenance plans.
It's definitely been a tough year for all of us, however I rejoice that I'll have the ability to look back at when our team rose to the difficulty and also delivered for people when they needed us most.