Prior to 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 aid arranging Child Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, and also were functioning in the direction of presenting more customers on a steady basis.
Before this, the only way to obtain aid setting up Kid Maintenance had been a totally telephone-based service. Nevertheless, as a division we understood that we had to supply a digital choice as part of our dedication to increase our services as well as produce electronic layouts based on our users' requirements.
The press to go on the internet
All was going as prepared until the pandemic hit. Virtually promptly, our coworkers in the call centres could no more respond to the phones as well as process applications. The division was functioning to get individuals established to work from home, yet a lot of coworkers were redeployed to work with various other services. So, our supervisors made the decision to make our digital solution the primary method of application from that point onwards, and for the direct future.
The team needed to move fast to secure the solution and also make it offered to all candidates. The plan had been to ramp up to around 100 applications a day going through the system within a few months, now we had to reach this phase in an issue of days. The team worked hard to stabilise the service so it can handle the increase in customers, all while adapting to working from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were making use of feedback from users to advance the service-- as we opened it up further this feedback became a lot more important. There was a clear need for a couple of changes such as 24/7 accessibility. The solution was initially developed to just be readily available when the legacy backend system was available, between 8am to 8pm throughout the week, and out weekends.
We had a lot of responses asking why it was not available after 8pm, so we developed our very own backend to save the application information temporarily, up until the heritage system became available. Around 20% of customers now complete their applications because 'offline' time period, which shows the advantages of responding truly swiftly and also taking user responses on board.
An additional item of responses we got from customers associated with 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 verification that their application has been received using the Gov.Notify system. Around 99% of on the internet individuals have selected to utilize this facility, which just demonstrates how useful it has actually been as confidence for individuals applying for Kid Maintenance.
The hard work pays off
Throughout the summer and also right into fall, the team worked continuously to introduce new attributes, with adjustments released on a nearly regular basis. It was a ruthless pace and also was testing at times-- for example for those of us home education our kids. Having a shared goal helpful to get money to family members that require it was a truly inspiring factor during these times.
That effort indicated that we were able to take the item with a Government Digital Service (GDS) public beta evaluation in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the job. We were likewise recently recognised with a team honor at an family solicitors internal honors ceremony, which was a wonderful means to commemorate the way we have actually worked together.
Until now, over 59,000 people have actually utilized the electronic service to make an application for 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 electronic trip for this solution either. We're now proceeding a new roadmap for additional makeover of the end-to-end service, and also we'll continue to listen to customer demands, and make modifications as well as improvements to make it as simple as feasible for individuals to obtain and also manage their Kid Upkeep setups.
It's certainly been a difficult year for everybody, but I'm glad that I'll have the ability to recall at when our team rose to the challenge as well as supplied for individuals when they needed us most.