Before the COVID-19 pandemic, I was working as part of a group to create a brand-new electronic solution for separated parents to request assistance setting up Youngster Upkeep. We would certainly launched a private beta of the digital service in December 2019, as well as were functioning in the direction of presenting even more individuals on a steady basis.
Before this, the only means to apply for help arranging Child Maintenance had been a completely telephone-based service. However, as a department we understood that we needed to give an electronic alternative as part of our commitment to broaden our services and develop electronic layouts based upon our individuals' needs.
The push to go online
All was going as planned until the pandemic hit. Almost immediately, our colleagues in the contact centres can no more respond to the phones and procedure applications. The department was working to obtain individuals set up to function from home, but a great deal of associates were redeployed to service various other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and for the direct future.
The team needed to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to increase to around 100 applications a day going through the system within a couple of months, 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 utilizing feedback from customers to proceed the solution-- as we opened it up additionally this comments came to be much more important. There was a clear requirement for a couple of changes such as 24/7 schedule. The service was at first made to only be offered when the tradition backend system was available, between 8am to 8pm throughout the week, as well as not on weekends.
We had a great deal of responses asking why it was not offered after 8pm, so we constructed our own backend to keep the application information temporarily, up until the tradition system appeared. Around 20% of users now complete their applications because 'offline' amount of time, which shows the benefits of reacting truly promptly and taking user comments aboard.
An additional item of responses we received from users associated with them intending to validate invoice of their application. So, as part of our normal iterations, we delivered a feature that enables individuals to register for an e-mail verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply shows how beneficial it has been as peace of mind for people requesting Child Upkeep.
The hard work settles
Throughout the summer season and right into fall, the group worked regularly to introduce new features, with adjustments released on a nearly regular basis. It was a ruthless pace and was testing sometimes-- for instance for those of us home education our kids. Having a shared objective helpful to get money to family members that require it was an actually motivating child maintenance factor throughout these times.
That effort implied that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was a really honored moment for all of us associated with the project. We were additionally just recently recognised with a group award at an inner awards event, which was a great way to commemorate the way we have actually worked together.
Until now, over 59,000 people have actually utilized the electronic service to make an application for Youngster 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 expand.
This isn't the end of the electronic journey for this service either. We're currently advancing a brand-new roadmap for further improvement of the end-to-end service, as well as we'll remain to listen to individual demands, and make changes and also enhancements to make it as very easy as feasible for people to get and manage their Youngster Upkeep setups.
It's absolutely been a challenging year for everyone, yet I'm glad that I'll have the ability to recall at when our team rose to the obstacle and provided for individuals when they required us most.