Prior to the COVID-19 pandemic, I was functioning as part of a team to produce a new digital service for apart moms and dads to request help setting up Kid Maintenance. We 'd launched a personal beta of the digital service in December 2019, and also were functioning towards presenting even more individuals on a gradual basis.
Before this, the only means to apply for help arranging Child Upkeep had been an entirely telephone-based service. However, as a division we knew that we had to provide an electronic option as part of our commitment to increase our services as well as develop digital layouts based on our individuals' demands.
The push to go on the internet
All was going as planned up until the pandemic hit. Almost immediately, our colleagues in the get in touch with centres can no more answer the phones as well as process applications. The department was working to get people set up to work from house, however a lot of associates were redeployed to work with various other solutions. So, our supervisors decided to make our electronic solution the primary technique of application from that point onwards, as well as for the foreseeable future.
The team needed to scoot to protect the service and make it available to all candidates. The plan had been to increase to around 100 applications a day experiencing the system within a couple of months, now we had to reach this stage in an issue of days. The team strove to secure the service so it can handle the increase in customers, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the personal beta phase we were utilizing feedback from individuals to proceed the service-- as we opened it up further this comments came to be much more vital. There was a clear requirement for a couple of adjustments such as 24/7 accessibility. The solution was originally developed to only be readily available when the legacy backend system was offered, between 8am to 8pm throughout the week, and also out weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we developed our own backend to keep the application data briefly, up until the tradition system appeared. Around 20% of individuals now complete their applications because 'offline' amount of time, which shows the benefits of reacting really quickly and taking customer responses aboard.
One more piece of responses we obtained from individuals related to them wanting to validate receipt of their application. So, as part of our regular models, we provided an attribute that permits customers to sign up for an email confirmation that their application has actually been received utilizing the Gov.Notify system. Around 99% of online customers have actually picked to use this facility, which just demonstrates how valuable it has been as confidence for individuals obtaining Kid Upkeep.
The hard work repays
Throughout the summer and also into autumn, the group functioned continuously to introduce brand-new attributes, with modifications deployed on an almost once a week basis. It was an unrelenting speed as well as was testing sometimes-- as an example for those people home education our kids. Having a common objective helpful to obtain money to households that need it child maintenance was a truly inspiring element during these times.
That hard work meant that we had the ability to take the item with a Government Digital Solution (GDS) public beta analysis in winter months. It passed with flying colours, which was a truly pleased moment for everybody involved in the project. We were additionally just recently recognised with a group award at an inner awards event, which was a good means to celebrate the means we've interacted.
Thus far, over 59,000 individuals have made use of the digital service to look for Kid Upkeep, which is around 80% of all candidates. The telephone solution is still there for those that require it, but the number of online applications remains to grow.
This isn't the end of the electronic trip for this solution either. We're currently progressing a new roadmap for additional makeover of the end-to-end solution, and we'll continue to listen to user requirements, as well as make changes and also renovations to make it as very easy as feasible for individuals to request and manage their Child Upkeep setups.
It's absolutely been a tough year for everybody, however I'm glad that I'll be able to recall at when our team rose to the difficulty and supplied for individuals when they needed us most.