Prior to the COVID-19 pandemic, I was functioning as part of a group to produce an all new electronic solution for apart moms and dads to make an application for aid arranging Kid Maintenance. We would certainly released a private beta of the electronic service in December 2019, and were working towards introducing more individuals on a progressive basis.
Before this, the only method to make an application for aid arranging Child Maintenance had been a completely telephone-based service. However, as a division we understood that we needed to give an electronic alternative as part of our dedication to broaden our services and create digital layouts based upon our individuals' requirements.
The push to browse the web
All was going as planned until the pandemic hit. Almost immediately, our colleagues in the contact centres can no longer respond to the phones as well as procedure applications. The department was functioning to obtain people established to function from home, however a lot of coworkers were redeployed to work with various other services. So, our supervisors decided to make our digital solution the primary method of application from that factor onwards, and also for the foreseeable future.
The team needed to move fast to secure the solution as well as make it available to all candidates. The plan had actually been to ramp up 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 worked hard to stabilise the solution so it could manage the boost in customers, all while adapting to working from house themselves.
Creating a 24/7 solution
At the private beta stage we were using comments from customers to advance the solution-- as we opened it up further this feedback ended up being a lot more essential. There was a clear demand for a couple of adjustments such as 24/7 accessibility. The solution was initially created family law solicitors to only be offered when the legacy backend system was offered, in between 8am to 8pm throughout the week, and also out weekend breaks.
We had a great deal of responses asking why it was not offered after 8pm, so we developed our very own backend to store the application data momentarily, till the legacy system became available. Around 20% of customers now complete their applications in that 'offline' period, which reveals the benefits of reacting actually swiftly and also taking user responses 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 normal iterations, we delivered a feature that enables individuals to register for an e-mail verification that their application has actually been gotten making use of the Gov.Notify system. Around 99% of on-line individuals have actually chosen to utilize this facility, which simply shows how valuable it has actually been as confidence for individuals requesting Kid Upkeep.
The effort pays off
Throughout the summer and also right into fall, the team worked continuously to introduce new attributes, with modifications deployed on an almost once a week basis. It was an unrelenting rate and also was testing sometimes-- for instance for those of us home education our youngsters. Having a common goal of helping to obtain money to families that require it was an actually inspiring element during these times.
That effort indicated that we were able to take the item with a Government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a truly proud minute for everyone involved in the task. We were likewise recently identified with a team honor at an interior honors ceremony, which was a wonderful method to celebrate the method we've interacted.
Up until now, over 59,000 individuals have made use of the digital service to get Child Upkeep, which is around 80% of all applicants. 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 digital journey 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 user demands, and make changes and also improvements to make it as very easy as feasible for people to look for and manage their Youngster Upkeep arrangements.
It's definitely been a tough year for everyone, however I rejoice that I'll have the ability to look back at when our team rose to the obstacle and also delivered for people when they required us most.