Before the COVID-19 pandemic, I was working as part of a group to create an all new digital solution for apart parents to make an application for aid arranging Child Maintenance. We 'd introduced a private beta of the electronic service in December 2019, as well as were working in the direction of presenting even more customers on a gradual basis.
Previous to this, the only way to request help setting up Kid Upkeep had actually been a totally telephone-based solution. Nevertheless, as a division we knew that we needed to provide an electronic option as part of our dedication to increase our solutions as well as develop digital designs based upon our customers' demands.
The press to go on the internet
All was going as planned till the pandemic hit. Practically instantaneously, our coworkers in the contact centres might no more respond to the phones and process applications. The department was functioning to get individuals set up to work from home, yet a great deal of coworkers were redeployed to deal with other services. So, our supervisors made the decision to make our digital solution the primary method of application from that factor onwards, and for the near future.
The team had to scoot to secure the service and make it readily available to all applicants. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a few 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 increase in individuals, all while adjusting to functioning from home themselves.
Producing a 24/7 solution
At the private beta stage we were using responses from users to proceed the service-- as we opened it up better this feedback came to be a lot more important. There was a clear requirement for a couple of modifications such as 24/7 schedule. The service was originally created to just be available when the tradition backend system was available, between 8am to 8pm throughout the week, and also not on weekend breaks.
We had a lot of comments asking why it was not readily available after 8pm, so we developed our very own backend to save the application information momentarily, up until the tradition system appeared. Around 20% of users now complete their applications because 'offline' time period, which shows the benefits of responding truly quickly and taking individual comments aboard.
An additional piece of feedback we obtained from individuals related to them wanting to confirm invoice of their application. So, as part of our normal iterations, we supplied an attribute that allows users to sign up for an email confirmation that family lawyer their application has been received using the Gov.Notify system. Around 99% of online customers have selected to utilize this facility, which just shows how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The effort settles
Throughout the summertime and into autumn, the group functioned regularly to present new features, with changes released on a virtually once a week basis. It was an unrelenting speed and was challenging sometimes-- as an example for those people home education our youngsters. Having a common goal of helping to obtain cash to family members that require it was an actually inspiring factor during these times.
That hard work implied that we were able to take the product via a Federal government Digital Solution (GDS) public beta evaluation in winter months. It passed with flying colours, which was a truly happy moment for all of us associated with the job. We were likewise lately identified with a team award at an inner 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 electronic solution to look for Kid Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the variety of online applications continues to grow.
This isn't completion of the digital trip for this service either. We're currently advancing a brand-new roadmap for additional change of the end-to-end solution, and we'll continue to pay attention to user demands, and make modifications as well as enhancements to make it as simple as possible for people to apply for as well as handle their Youngster Maintenance plans.
It's absolutely been a challenging year for everyone, yet I'm glad that I'll be able to recall at when our group rose to the obstacle and provided for individuals when they needed us most.