Prior to the COVID-19 pandemic, I was functioning as part of a team to develop an all new digital service for separated moms and dads to get aid organizing Youngster Upkeep. We would certainly released a private beta of the digital service in December 2019, and also were working towards introducing more individuals on a steady basis.
Previous to this, the only means to get help setting up Kid Upkeep had been a totally telephone-based solution. Nevertheless, as a division we understood that we needed to give a digital option as part of our dedication to expand our services and create digital designs based on our customers' requirements.
The press to go online
All was going as planned up until the pandemic hit. Nearly promptly, our associates in the get in touch with centres can no more respond to the phones as well as process applications. The department was functioning to get individuals set up to work from residence, but a lot of colleagues were redeployed to work with various other services. So, our supervisors made the decision to make our electronic service the main method of application from that factor onwards, and for the near future.
The team needed to scoot to protect the solution and also make it offered to all applicants. The strategy had been to ramp up to around 100 applications a day experiencing 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 service so it might cope with the rise in customers, all while adjusting to working from home themselves.
Developing a 24/7 solution
At the private beta phase we were making use of feedback from customers to progress the solution-- as we opened it up even more this feedback became a lot more crucial. There was a clear requirement for a couple of modifications such as 24/7 accessibility. The service was originally developed to only be readily available when the legacy backend system was offered, in between 8am to 8pm throughout the week, and also out weekends.
We had a lot of comments asking why it was not readily available after 8pm, so we built our own backend to store the application data temporarily, until the tradition system appeared. Around 20% of customers currently finish their applications in that 'offline' amount of time, which reveals the benefits of reacting really quickly as well as taking individual comments aboard.
An additional item of responses we received from individuals associated with them wishing to verify invoice of their application. So, as part of our routine models, we supplied a function that enables customers to register for an email verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on the internet users have actually selected to use this facility, which simply shows how helpful it has actually been as confidence for people getting Child Upkeep.
The hard work pays off
Throughout the summer season and into fall, the group worked constantly to present brand-new features, with adjustments released on a practically weekly basis. It was a ruthless pace as well as was challenging at times-- as an example for those of us home education our children. Having a common objective helpful to obtain money to families that need it was an actually motivating element throughout these times.
That effort meant that we were able to take the product with a Federal government Digital Solution (GDS) public beta analysis in winter months. It passed with flying colours, which was a really proud moment for all of us family law solicitors involved in the project. We were also lately acknowledged with a group honor at an internal honors event, which was a good method to celebrate the way we've worked together.
So far, over 59,000 people have actually made use of the electronic solution to request Child Maintenance, which is around 80% of all candidates. The telephone systems service is still there for those that need it, but the variety of online applications remains to grow.
This isn't the end of the electronic trip for this service either. We're currently proceeding a new roadmap for further transformation of the end-to-end solution, and we'll continue to pay attention to customer requirements, and make modifications as well as improvements to make it as very easy as possible for individuals to look for as well as manage their Kid Maintenance setups.
It's definitely been a tough year for everyone, but I rejoice that I'll be able to recall at when our team rose to the challenge as well as delivered for individuals when they needed us most.