Before the COVID-19 pandemic, I was working as part of a team to develop a new digital solution for apart moms and dads to get aid arranging Kid Maintenance. We 'd introduced a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only means to request help organizing Child Maintenance had actually been a completely telephone-based service. However, as a department we knew that we needed to provide an electronic option as part of our dedication to expand our solutions and also develop electronic styles based on our users' needs.
The press to go online
All was going as intended till the pandemic hit. Nearly instantly, our coworkers in the call centres might no longer answer the phones and also procedure applications. The department was functioning to obtain individuals set up to function from residence, however a lot of coworkers were redeployed to work with various other services. So, our supervisors decided to make our digital solution the primary method of application from that point onwards, and also for the near future.
The team needed to move fast to safeguard the service and make it readily available to all applicants. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a few months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can deal with the rise in individuals, all while adjusting to functioning from home themselves.
Producing a 24/7 service
At the personal beta stage we were utilizing responses from individuals to proceed the service-- as we opened it up additionally this comments became much more vital. There was a clear requirement for a couple of changes such as 24/7 schedule. The service was at first made to only be offered when the heritage backend system was available, in between 8am to 8pm throughout the week, and not on weekend breaks.
We had a lot of comments asking why it was not offered after 8pm, so we constructed our own backend to keep the application information momentarily, until the tradition system appeared. Around 20% of customers now complete their applications because 'offline' amount of time, which shows the benefits of reacting truly promptly and also taking user feedback on board.
An additional item of responses we received from users associated with them wishing to verify invoice of their application. So, as part of our normal models, we delivered a feature that allows users to register for an email confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on the internet individuals have actually selected to utilize this center, which just demonstrates how valuable it has actually been as confidence for individuals obtaining Child Maintenance.
The effort settles
Throughout the summer season and also into fall, the group worked frequently to present new functions, with modifications deployed on an almost once a week basis. It was an unrelenting rate as well as was challenging sometimes-- for instance for those of us home schooling our children. Having a common objective of helping to obtain money to family members that require it was a truly encouraging element throughout these times.
That hard work meant that we had the ability to take the product through a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was an actually pleased moment for everybody associated with the project. We were additionally just recently recognised with a group award at an inner awards event, which was a great way to commemorate the way we have actually collaborated.
So far, over 59,000 individuals have utilized the digital service to obtain Child Upkeep, which is family lawyer 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 advancing a brand-new roadmap for further improvement of the end-to-end solution, and we'll remain to pay attention to customer requirements, and also make amendments as well as renovations to make it as easy as feasible for individuals to get and manage their Kid Upkeep arrangements.
It's definitely been a difficult year for all of us, but I'm glad that I'll have the ability to recall at when our team rose to the difficulty as well as supplied for people when they needed us most.