Prior to the COVID-19 pandemic, I was functioning as part of a group to produce a new electronic service for apart parents to obtain aid organizing Youngster Maintenance. We 'd released a private beta of the digital solution in December 2019, and also were working towards introducing even more customers on a gradual basis.
Previous to this, the only method to look for help setting up Youngster Upkeep had actually been a completely telephone-based service. Nevertheless, as a division we understood that we needed to provide a digital option as part of our commitment to expand our services as well as produce digital styles based upon our individuals' requirements.
The press to go on the internet
All was going as planned until the pandemic hit. Almost instantaneously, our coworkers in the call centres can no more respond to the phones as well as process applications. The department was working to obtain individuals established to work from house, but a lot of colleagues were redeployed to work on various other solutions. So, our supervisors made the decision to make our digital service the major approach of application from that factor onwards, and for the foreseeable future.
The team needed to scoot to protect the service and also make it readily available to all applicants. The strategy had been to ramp up to around 100 applications a day going through the system within a couple of months, and now we had to reach this phase in a matter of days. The team strove to stabilise the service so it can handle the increase in users, all while getting used to functioning from house themselves.
Producing a 24/7 solution
At the personal beta phase we were utilizing feedback from customers to advance the service-- as we opened it up better this comments became much more important. There was a clear demand for a few adjustments such as 24/7 accessibility. The solution was at first designed to only be available when the tradition backend system was available, between 8am to 8pm throughout the week, as well as out weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we built our own backend to save the application data briefly, until the tradition system appeared. Around 20% of users currently finish their applications in that 'offline' period, which reveals the benefits of reacting actually quickly as well as taking customer feedback on board.
One more item of feedback we got from customers related to them wishing to verify invoice of their application. So, as part of our regular iterations, we provided an attribute that permits users to register for an e-mail verification that their application has actually been obtained using the Gov.Notify system. Around 99% of on the internet individuals have actually picked to utilize this facility, which just shows how helpful it has been as peace of mind for individuals obtaining Youngster Upkeep.
The effort repays
Throughout the summer season and also right into fall, the group functioned frequently to present brand-new attributes, with adjustments released on a virtually once a week basis. It was an unrelenting rate and also was testing sometimes-- for instance for those of us home schooling our children. Having a shared objective helpful to obtain money to families that need it was an actually encouraging aspect throughout these times.
That hard work meant that we were able to take the item with a Government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was an actually pleased moment for all of us associated with the job. We were also recently acknowledged with a team award at an inner awards ceremony, which was a wonderful method family lawyer to celebrate the means we have actually worked together.
Until now, over 59,000 individuals have made use of the digital solution to apply for Youngster Maintenance, which is around 80% of all candidates. The telephone service is still there for those that require it, but the variety of online applications continues to expand.
This isn't the end of the electronic journey for this solution either. We're now proceeding a new roadmap for more change of the end-to-end solution, as well as we'll remain to listen to customer needs, as well as make amendments as well as improvements to make it as simple as feasible for people to apply for as well as handle their Child Upkeep setups.
It's definitely been a tough year for all of us, however I rejoice that I'll be able to recall at when our team rose to the difficulty and also delivered for individuals when they required us most.