Before the COVID-19 pandemic, I was working as part of a group to create an all new electronic service for separated parents to apply for aid organizing Youngster Maintenance. We 'd introduced a private beta of the electronic service in December 2019, as well as were working in the direction of presenting more individuals on a steady basis.
Previous to this, the only means to look for assistance organizing Child Upkeep had actually been a completely telephone-based service. However, as a department we understood that we needed to provide an electronic alternative as part of our dedication to increase our solutions as well as produce digital designs based upon our customers' demands.
The press to go on the internet
All was going as intended till the pandemic hit. Virtually instantly, our colleagues in the call centres can no longer answer the phones and procedure applications. The division was working to get individuals set up to work from residence, however a lot of colleagues 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 near future.
The team needed to move fast to safeguard the service and make it readily available to all applicants. The strategy 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.
Developing a 24/7 service
At the exclusive beta stage we were making use of feedback from customers to progress the solution-- as we opened it up further this responses became much more important. There was a clear requirement for a couple of modifications such as 24/7 availability. The service was originally developed to just be available when the tradition backend system was readily available, between 8am to 8pm during the week, and also not on weekends.
We had a great deal of responses asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, till the legacy system became available. Around 20% of customers currently complete their applications in that 'offline' period, which reveals the advantages of reacting really swiftly and also taking user feedback on board.
One more item of responses we obtained from users related to them wishing to verify invoice of their application. So, as part of our normal models, we supplied a feature that allows users to register for an email confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on the internet users have chosen to use family law solicitors this facility, which just shows how useful it has been as reassurance for people looking for Youngster Upkeep.
The effort settles
Throughout the summertime as well as into autumn, the team functioned frequently to present brand-new functions, with modifications deployed on an almost weekly basis. It was a relentless rate and also was challenging at times-- for example for those people home education our children. Having a common objective of helping to get cash to family members that need it was a really encouraging variable throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Solution (GDS) public beta assessment in winter. It passed with flying colours, which was an actually happy moment for everybody involved in the project. We were additionally recently acknowledged with a group award at an inner awards event, which was a good way to commemorate the way we have actually collaborated.
So far, over 59,000 individuals have utilized the digital solution to obtain Child Upkeep, 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 grow.
This isn't the end of the electronic journey for this solution either. We're now advancing a brand-new roadmap for further makeover of the end-to-end service, as well as we'll remain to listen to customer needs, as well as make modifications and renovations to make it as easy as possible for individuals to request as well as handle their Child Maintenance plans.
It's absolutely been a challenging year for everybody, yet I'm glad that I'll be able to recall at when our group rose to the challenge and provided for individuals when they required us most.