Prior to the COVID-19 pandemic, I was working as part of a team to develop a new electronic service for apart moms and dads to make an application for aid organizing Youngster Maintenance. We 'd introduced an exclusive beta of the digital service in December 2019, and also were working towards presenting even more users on a progressive basis.
Before this, the only way to make an application for help setting up Youngster Upkeep had been an entirely telephone-based solution. Nevertheless, as a department we knew that we had to offer an electronic alternative as part of our commitment to broaden our services and also develop electronic styles based upon our customers' needs.
The press to go online
All was going as intended up until the pandemic hit. Virtually instantaneously, our coworkers in the call centres can no more respond to the phones as well as process applications. The department was functioning to obtain people set up to work from residence, yet a great deal of colleagues were redeployed to work on various other solutions. So, our directors made the decision to make our digital service the main method of application from that point onwards, as well as for the direct future.
The group needed to scoot to safeguard the solution and also make it available to all applicants. The plan had actually 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 group strove to stabilise the solution so it can manage the increase in users, all while adjusting to working from house themselves.
Producing a 24/7 solution
At the exclusive beta phase we were making use of responses from users to progress the service-- as we opened it up even more this feedback became even more essential. There was a clear need for a few changes such as 24/7 availability. The solution was initially created to only be offered when the heritage backend system was available, between 8am to 8pm throughout the week, as well as not on weekends.
We had a lot of responses asking why it was not readily available after 8pm, so we developed our own backend to keep the application information briefly, until the heritage system became available. Around 20% of users now complete their applications because 'offline' amount of time, which reveals the advantages of responding truly rapidly as well as taking customer comments on board.
An additional item of feedback we obtained from individuals related to them intending to verify invoice of their application. So, as part of our regular models, we delivered an attribute that enables customers to register for an e-mail confirmation that their application has been obtained utilizing the Gov.Notify system. Around 99% of on-line individuals have actually chosen to use this facility, which just demonstrates how beneficial it has been as reassurance for individuals requesting Kid Maintenance.
The effort settles
Throughout the summertime and right into autumn, the group worked constantly to present brand-new features, with adjustments deployed on an almost regular basis. It was a ruthless speed and also was testing at times-- as an example for those of us home schooling our youngsters. Having a family lawyer shared objective helpful to get cash to households that require it was a really motivating aspect throughout these times.
That hard work meant that we were able to take the item via a Government Digital Service (GDS) public beta analysis in winter season. It passed with flying colours, which was an actually proud moment for everybody involved in the job. We were likewise just recently identified with a team honor at an inner honors event, which was a good means to commemorate the way we have actually interacted.
Thus far, over 59,000 people have utilized the digital solution to make an application for Kid Upkeep, which is around 80% of all candidates. The telephone systems service is still there for those that need it, however the number of online applications remains to grow.
This isn't the end of the digital trip for this solution either. We're now advancing a brand-new roadmap for additional makeover of the end-to-end service, as well as we'll continue to pay attention to customer needs, and make modifications and also enhancements to make it as very easy as possible for people to look for and manage their Youngster Maintenance 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 challenge as well as supplied for individuals when they needed us most.