Prior to the COVID-19 pandemic, I was functioning as part of a group to create an all new digital service for separated parents to request aid setting up Youngster Maintenance. We 'd released a private beta of the digital solution in December 2019, and were working towards introducing more users on a steady basis.
Previous to this, the only method to obtain aid arranging Kid Upkeep had been a totally telephone-based solution. Nonetheless, as a division we understood that we had to supply an electronic option as part of our commitment to expand our services and develop electronic styles based on our individuals' needs.
The push to go online
All was going as planned till the pandemic hit. Virtually quickly, our associates in the contact centres could no more respond to the phones and process applications. The department was working to obtain individuals set up to function from house, but a great deal of coworkers were redeployed to work on various other solutions. So, our supervisors made the decision to make our digital solution the primary method of application from that factor onwards, as well as for the foreseeable future.
The group had to scoot to protect the service as well as make it available to all candidates. The strategy had been to increase to around 100 applications a day undergoing the system within a few months, and now we had to reach this stage in an issue of days. The team strove to stabilise the solution so it could manage the boost in customers, all while adapting to working from house themselves.
Creating a 24/7 solution
At the exclusive beta stage we were making use of comments from customers to progress the solution-- as we opened it up further this comments became much more important. There was a clear requirement for a couple of changes such as 24/7 accessibility. The solution was initially created to only be offered when the legacy backend system was readily available, between 8am to 8pm throughout the week, and not on weekend breaks.
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 data momentarily, till the legacy system became available. Around 20% of customers currently complete their applications in that 'offline' period, which reveals the advantages of responding really swiftly and taking individual feedback on board.
One more item of responses we obtained from users connected to them wishing to confirm receipt of their application. So, as part of our routine versions, we provided an attribute that permits customers to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of online users have chosen to utilize this center, which just 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 summer and also right into fall, the team worked continuously to introduce brand-new attributes, with adjustments released on a practically weekly basis. It was a relentless pace and also was testing at times-- for example for those people home education our kids. Having a shared objective helpful to get money to family members that require it was a really motivating variable throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly happy minute for family solicitors everyone involved in the project. We were also lately acknowledged with a group award at an inner awards event, which was a good means to celebrate the means we've worked together.
Until now, over 59,000 people have actually used the electronic service to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that require it, however the variety of online applications continues to expand.
This isn't the end of the digital trip for this service either. We're currently proceeding a new roadmap for more change of the end-to-end solution, and we'll remain to listen to individual demands, and make changes and also enhancements to make it as very easy as feasible for people to look for and manage their Youngster Upkeep arrangements.
It's definitely been a tough year for all of us, however I rejoice that I'll have the ability to look back at when our group rose to the obstacle as well as provided for people when they needed us most.