Before the COVID-19 pandemic, I was working as part of a group to create an all new digital service for separated moms and dads to get aid organizing Kid Maintenance. We would certainly released a private beta of the digital service in December 2019, and were working towards introducing more users on a progressive basis.
Previous to this, the only way to look for help arranging Child Maintenance had been a completely telephone-based service. However, as a division we understood that we needed to give an electronic choice as part of our dedication to broaden our services and create electronic layouts based upon our individuals' needs.
The push to go online
All was going as planned till the pandemic hit. Virtually immediately, our colleagues in the call centres can no more answer the phones and procedure applications. The division was working to obtain individuals set up to function from house, however a lot of coworkers were redeployed to service other solutions. So, our directors decided to make our digital service the primary approach of application from that point onwards, and also for the near future.
The team needed to move fast to safeguard the service and also make it offered to all applicants. The strategy had been to increase to around 100 applications a day undergoing the system within a few months, and now we had to reach this stage in an issue of days. The team worked hard to secure the service so it can handle the increase in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the personal beta stage we were utilizing responses from individuals to proceed the service-- as we opened it up better this feedback ended up being even more crucial. There was a clear need for a few adjustments such as 24/7 availability. The service was originally developed to just be readily available when the legacy backend system was readily available, in between 8am to 8pm during the week, as well as 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 complete their applications because 'offline' amount of time, which reveals the benefits of responding truly swiftly and also taking customer responses on board.
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 individuals 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 peace of mind for individuals making an application for Kid Maintenance.
The hard work pays off
Throughout the summer season and also right into fall, the team worked continuously to introduce brand-new attributes, with adjustments released on a practically regular basis. It was a relentless pace and also was testing at times-- for example for those people home education our kids. Having a shared objective helpful to get cash to households that need it was a really encouraging aspect during these times.
That effort indicated family solicitors that we had the ability to take the item with a Government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly happy minute for all of us associated with the project. We were likewise recently recognised with a team honor at an internal honors event, which was a good means to commemorate the way we have actually collaborated.
Thus far, over 59,000 individuals have used the digital solution to make an application for 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 the end of the electronic journey for this solution either. We're currently progressing a new roadmap for more change of the end-to-end solution, and we'll continue to pay attention to user requirements, and also make amendments as well as improvements to make it as simple as feasible for individuals to make an application for and also manage their Kid Upkeep setups.
It's certainly been a difficult year for everybody, yet I'm glad that I'll be able to look back at when our team rose to the obstacle and also delivered for people when they required us most.