Before the COVID-19 pandemic, I was functioning as part of a team to produce a brand new digital service for separated moms and dads to obtain help organizing Kid Upkeep. We would certainly released a personal beta of the digital service in December 2019, and were working towards introducing more users on a progressive basis.
Previous to this, the only method to get aid preparing Youngster Upkeep had actually been an entirely telephone-based solution. However, as a division we understood that we needed to give a digital choice as part of our dedication to expand our services as well as create digital designs based on our users' needs.
The push to go online
All was going as intended till the pandemic hit. Nearly instantly, our colleagues in the call centres can no longer answer the phones and procedure applications. The department was functioning to get people set up to function from residence, yet a lot of colleagues were redeployed to service various other solutions. So, our directors made the decision to make our electronic solution the major approach of application from that point onwards, and for the direct future.
The team had to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to increase to around 100 applications a day going through the system within a couple of months, now we needed to get to this stage in an issue of days. The team strove to stabilise the service so it can handle the increase in customers, all while adapting to working from residence themselves.
Producing a 24/7 solution
At the personal beta phase we were using responses from users to proceed the service-- as we opened it up additionally this comments became even more essential. There was a clear need for a few adjustments such as 24/7 accessibility. The solution was at first designed to just be readily available when the heritage backend system was readily available, between 8am to 8pm throughout the week, and also not on weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our very own backend to store the application information temporarily, until the heritage system became available. Around 20% of individuals currently finish their applications in that 'offline' period, which reveals the advantages of responding truly promptly and also taking individual comments aboard.
Another piece of comments we got from customers related to them wanting to verify invoice of their application. So, as part of our routine models, we supplied an attribute that allows users to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of on the internet customers have actually picked to utilize this center, which simply shows how beneficial it has actually been as peace of mind for people making an application for Kid Maintenance.
The hard work pays off
Throughout the summertime and also right into fall, the team worked regularly to introduce brand-new functions, with changes released on a nearly regular basis. It was a ruthless rate and was challenging at times-- for example for those of us home schooling our children. Having a shared objective of helping to obtain money to households that require it was an actually encouraging variable throughout these times.
That effort suggested that we had the ability to take the product with a Government Digital Solution (GDS) public beta analysis in winter months. It passed with flying colours, which was an actually pleased moment for all of us associated with the task. We were likewise recently acknowledged with a group award at an inner awards event, which was a great method to commemorate the method we have actually interacted.
Up child maintenance until now, over 59,000 individuals have used the electronic solution to make an application for Child Maintenance, which is around 80% of all candidates. The telephone solution is still there for those that require it, however the variety of online applications continues to expand.
This isn't completion of the digital 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 continue to pay attention to customer needs, as well as make modifications and also improvements to make it as simple as feasible for individuals to request as well as handle their Youngster Maintenance plans.
It's definitely been a tough year for everybody, yet I rejoice that I'll be able to look back at when our team rose to the challenge and delivered for individuals when they required us most.