Before the COVID-19 pandemic, I was functioning as part of a group to develop a brand new electronic service for separated parents to get assistance arranging Child Maintenance. We would certainly introduced a personal beta of the electronic service in December 2019, and also were functioning towards presenting even more customers on a steady basis.
Previous to this, the only means to get help preparing Child Maintenance had actually been a completely telephone-based service. Nevertheless, as a department we understood that we had to supply an electronic option as part of our dedication to expand our solutions and also develop digital layouts based upon our users' needs.
The push to browse the web
All was going as intended until the pandemic hit. Nearly instantly, our associates in the get in touch with centres can no longer address the phones and process applications. The division was functioning to obtain people established to work from residence, however a lot of associates were redeployed to work on other services. So, our directors made the decision to make our digital service the main approach of application from that point onwards, and also for the direct future.
The group needed to move fast to secure the solution as well as make it available to all applicants. The strategy had actually been to increase to around 100 applications a day going through the system within a couple of months, and now we needed to reach this phase in an issue of days. The team worked hard to secure the solution so it could handle the rise in customers, all while adjusting to working from house themselves.
Creating a 24/7 service
At the private beta phase we were making use of responses from customers to proceed the service-- as we opened it up further this comments became much more vital. There was a clear requirement for a few adjustments such as 24/7 schedule. The solution was initially made to just be offered family law solicitors when the legacy backend system was available, in between 8am to 8pm during the week, as well as out weekend breaks.
We had a lot of feedback asking why it was not available after 8pm, so we constructed our own backend to keep the application data temporarily, till the legacy system became available. Around 20% of customers now finish their applications in that 'offline' time period, which shows the benefits of responding actually swiftly and taking individual feedback aboard.
Another piece of feedback we received from customers associated with them wanting to validate receipt of their application. So, as part of our normal versions, we delivered an attribute that allows individuals to sign up for an e-mail verification that their application has actually been received utilizing the Gov.Notify system. Around 99% of online customers have selected to use this center, which just demonstrates how helpful it has actually been as confidence for people applying for Youngster Upkeep.
The hard work pays off
Throughout the summertime and also right into fall, the team worked regularly to present brand-new features, with modifications released on a practically once a week basis. It was an unrelenting speed and also was testing at times-- for example for those of us home schooling our children. Having a shared goal of helping to obtain cash to family members that require it was an actually encouraging variable during these times.
That effort suggested that we were able to take the item with a Federal government Digital Solution (GDS) public beta analysis in winter. It passed with flying colours, which was a really happy moment for all of us associated with the task. We were likewise lately identified with a team honor at an inner honors ceremony, which was a wonderful way to commemorate the means we have actually interacted.
Up until now, over 59,000 individuals have actually used the digital service to make an application for Youngster Maintenance, which is around 80% of all candidates. 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 service either. We're currently proceeding a new roadmap for additional makeover of the end-to-end solution, and we'll remain to listen to customer requirements, and make changes and enhancements to make it as simple as feasible for individuals to get and manage their Kid Maintenance plans.
It's definitely been a tough year for everybody, but I'm glad that I'll be able to look back at when our group rose to the obstacle and provided for individuals when they needed us most.