Prior to the COVID-19 pandemic, I was working as part of a group to develop an all new electronic solution for separated parents to make an application for assistance preparing Child Maintenance. We 'd introduced a personal beta of the digital solution in December 2019, as well as were functioning in the direction of introducing more customers on a steady basis.
Previous to this, the only means to look for help setting up Child Upkeep had been a completely telephone-based solution. Nevertheless, as a department we knew that we needed to supply an electronic choice as part of our commitment to expand our solutions and also develop electronic layouts based upon our customers' requirements.
The press to go online
All was going as planned until the pandemic hit. Nearly promptly, our coworkers in the contact centres can no longer answer the phones as well as process applications. The department was working to obtain individuals set up to function from home, yet a lot of coworkers were redeployed to service various other solutions. So, our directors made the decision to make our electronic solution the main method of application from that factor onwards, as well as for the near future.
The team had to scoot to protect the solution as well as make it available to all applicants. The plan had actually been to increase to around 100 applications a day going through the system within a couple of months, but now we had to reach this phase in a matter of days. The team worked hard to secure the solution so it can cope with the rise in users, all while adapting to working from home themselves.
Creating a 24/7 solution
At the personal beta phase we were using responses from users to progress the solution-- as we opened it up additionally this comments became much more important. There was a clear demand for a few changes such as 24/7 availability. The solution was at first developed to just be offered when the tradition backend system was offered, in between 8am to 8pm during the week, and out 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 temporarily, up until the heritage system appeared. Around 20% of users now finish their applications because 'offline' time period, which shows the benefits of reacting truly promptly as well as taking user responses aboard.
Another item of responses we received from individuals related to them wishing to verify receipt of their application. So, as part of our regular versions, we provided an attribute that permits customers to sign up for an email confirmation that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on-line users have selected to use this facility, which just shows how useful it has been as reassurance for people making an application for Kid Maintenance.
The hard work pays off
Throughout the summer season and also right into autumn, the team worked continuously to introduce new attributes, with changes deployed on an almost weekly basis. It was a relentless rate and also was testing at times-- for instance for those people home education our kids. Having a shared objective of helping to obtain cash to families that require it was an actually inspiring factor during these times.
That hard work indicated that we had the ability to take the product with a Government Digital Service (GDS) public beta evaluation in winter season. It passed with flying colours, which was an actually proud minute for everyone associated with the project. We were additionally just recently recognised with a group honor at an interior honors event, which was a nice method to commemorate the means we have actually collaborated.
Up until now, over 59,000 individuals have made use of the digital solution to get Youngster Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the number of online applications remains to grow.
This isn't the end of the digital journey for this service either. We're currently proceeding a brand-new roadmap for additional makeover of the end-to-end solution, and also we'll remain to pay attention to customer requirements, and also make changes as well as enhancements to make it as easy as possible for people to apply for and handle their Youngster Upkeep plans.
It's definitely family lawyer been a challenging year for everyone, but I rejoice that I'll have the ability to recall at when our group rose to the obstacle and also supplied for individuals when they needed us most.