Prior to the COVID-19 pandemic, I was working as part of a group to create a brand-new electronic solution for separated moms and dads to apply for aid organizing Child Maintenance. We 'd released a private beta of the electronic solution in December 2019, as well as were functioning in the direction of introducing even more customers on a gradual basis.
Previous to this, the only means to obtain aid organizing Kid Maintenance had actually been an entirely telephone-based solution. However, as a department we knew that we had to supply an electronic alternative as part of our dedication to increase our solutions and develop electronic layouts based upon our customers' demands.
The press to go online
All was going as planned until the pandemic hit. Almost promptly, our coworkers in the call centres might no longer address the phones as well as procedure applications. The division was working to obtain individuals set up to function from residence, however a lot of coworkers were redeployed to work with other solutions. So, our supervisors made the decision to make our electronic service the main approach of application from that point onwards, and also for the near future.
The group needed to scoot to safeguard the service and also make it readily available to all applicants. The strategy had been to increase to around 100 applications a day going through the system within a couple of months, now we needed to get to this phase in an issue of days. The team strove to stabilise the solution so it could handle the rise in individuals, all while getting used to working from house themselves.
Developing a 24/7 service
At the personal beta phase we were making use of feedback from individuals to proceed the solution-- as we opened it up further this comments came to be a lot more important. There was a clear requirement for a couple of modifications such as 24/7 schedule. The solution was initially designed to only be available when the tradition backend system was offered, between 8am to 8pm throughout the week, and out weekend breaks.
We had a great deal of responses asking why it was not readily available after 8pm, so we constructed our very own backend to keep the application data temporarily, until the legacy system appeared. Around 20% of individuals now complete their applications because 'offline' amount of time, which reveals the benefits of responding actually rapidly and taking customer comments on board.
An additional item of feedback we obtained from individuals related to them wanting to validate receipt of their application. So, as part of our normal versions, we delivered an attribute that enables users to enroll in an email verification that their application has been gotten using the Gov.Notify system. Around 99% of on the internet users have picked to use this center, which just shows how beneficial it has been as peace of mind for individuals getting Kid Maintenance.
The effort repays
Throughout the summer as well as into fall, the group functioned constantly to introduce new functions, with modifications released on a virtually weekly basis. It was a relentless pace and was challenging at times-- as an family solicitors example for those people home education our kids. Having a shared goal of helping to obtain cash to family members that require it was a truly inspiring element during these times.
That hard work suggested that we had the ability to take the item with a Government Digital Solution (GDS) public beta analysis in wintertime. It passed with flying colours, which was a truly happy moment for everybody associated with the task. We were likewise recently acknowledged with a team honor at an interior awards ceremony, which was a nice means to celebrate the means we've interacted.
Up until now, over 59,000 individuals have made use of the digital solution to look for Kid Upkeep, which is around 80% of all applicants. The telephone solution is still there for those that need it, however the variety of online applications remains to grow.
This isn't the end of the electronic trip for this solution either. We're now advancing a brand-new roadmap for more change of the end-to-end service, and also we'll remain to pay attention to user needs, as well as make changes and also renovations to make it as easy as possible for people to obtain as well as handle their Kid Maintenance plans.
It's definitely been a tough year for everybody, yet I rejoice that I'll have the ability to look back at when our team rose to the challenge and delivered for individuals when they needed us most.