Prior to the COVID-19 pandemic, I was functioning as part of a team to develop a new digital solution for apart moms and dads to get aid arranging Child Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, as well as were functioning in the direction of presenting even more customers on a gradual basis.
Previous to this, the only way to obtain assistance setting up Youngster Upkeep had actually been a totally telephone-based service. Nevertheless, as a department we understood that we needed to give a digital alternative as part of our dedication 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 intended up until the pandemic hit. Virtually immediately, our colleagues in the call centres can no longer respond to the phones and process applications. The department was working to obtain people set up to function from house, however a lot of coworkers were redeployed to service other solutions. So, our supervisors 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 ramp up to around 100 applications a day experiencing the system within a couple of months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can deal with the rise in individuals, all while adjusting to functioning from home themselves.
Producing a 24/7 service
At the personal beta phase we were utilizing responses from individuals to proceed the service-- as we opened it up better this feedback came to be even more crucial. There was a clear need for a few adjustments such as 24/7 family lawyer availability. The solution was originally developed to just be available when the tradition backend system was available, between 8am to 8pm during the week, and out weekends.
We had a lot of comments asking why it was not readily available after 8pm, so we built our own backend to save the application information temporarily, up until the heritage system appeared. Around 20% of users now finish their applications because 'offline' amount of time, which shows the advantages of responding actually rapidly as well as taking customer responses aboard.
Another piece of comments we got from customers connected to them wanting to confirm receipt of their application. So, as part of our regular versions, we provided a function that enables customers to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply demonstrates how beneficial it has actually been as confidence for individuals making an application for Kid Maintenance.
The hard work pays off
Throughout the summer and also right into fall, the team worked continuously to introduce new features, with adjustments released on a nearly regular basis. It was a ruthless speed as well as was challenging at times-- as an example for those of us home schooling our youngsters. Having a common goal of helping to get money to family members that need it was a really encouraging aspect during these times.
That hard work suggested that we had the ability to take the product via a Federal government Digital Service (GDS) public beta analysis in winter months. It passed with flying colours, which was a truly happy minute for everyone involved in the task. We were likewise recently identified with a team honor at an interior honors ceremony, which was a nice means to celebrate the means we've interacted.
Thus far, over 59,000 people have used the digital 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 progressing a brand-new roadmap for more improvement of the end-to-end service, and also we'll continue to pay attention to user requirements, and also make amendments as well as enhancements to make it as simple as possible for individuals to make an application for and also manage their Youngster Maintenance arrangements.
It's definitely been a difficult year for everyone, however I'm glad that I'll be able to look back at when our group rose to the challenge and supplied for people when they required us most.