Before the COVID-19 pandemic, I was working as part of a group to create a new digital solution for separated parents to get assistance arranging Youngster Maintenance. We 'd released a personal beta of the digital solution in December 2019, and were functioning towards presenting more users on a steady basis.
Previous to this, the only means to look for assistance arranging Kid Upkeep had been an entirely telephone-based service. Nonetheless, as a department we understood that we had to supply a digital choice as part of our dedication to broaden our services as well as develop digital styles based upon our users' demands.
The push to browse the web
All was going as intended until the pandemic hit. Nearly instantaneously, our associates in the contact centres could no more address the phones and process applications. The department was functioning to get people set up to function from residence, but a lot of associates were redeployed to service various other solutions. So, our directors made the decision to make our electronic solution the main method of application from that point onwards, as well as for the near future.
The group needed to scoot to safeguard the solution and also make it available to all applicants. 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 get to this stage in a matter of days. The team worked hard to stabilise the solution so it can cope with the rise in users, all while adjusting to functioning from residence themselves.
Developing a 24/7 solution
At the exclusive beta phase we were utilizing comments from individuals to progress the service-- as we opened it up further this responses came to be a lot more crucial. There was a clear requirement for a few changes such as 24/7 availability. The service was initially designed to only be available when the legacy backend system was available, in between 8am to 8pm throughout the week, as well as out weekends.
We had a great deal of feedback asking why it was not readily available after 8pm, so we constructed our own backend to save the application information momentarily, till the tradition system appeared. Around 20% of users now finish their applications because 'offline' period, which shows the benefits of reacting really promptly and also taking user responses on board.
Another item of responses we received from users connected to them wanting to verify invoice of their application. So, as part of our routine models, we provided a feature that allows users to sign up for an e-mail verification that their application has been gotten using the Gov.Notify system. Around 99% of on the internet customers have actually selected to utilize this facility, which just shows how beneficial it has been as reassurance for people looking for Youngster Maintenance.
The hard work repays
Throughout the summer season and right into autumn, the team functioned continuously to introduce new features, with modifications deployed on a virtually weekly basis. It was an unrelenting rate as well as was testing at times-- as an example for those people home schooling our children. Having a shared objective of helping to get money to family members that require it was an actually encouraging aspect throughout these times.
That effort meant that we were able to take the item through a Government Digital Solution (GDS) public beta analysis in wintertime. It passed with flying colours, which was a truly proud minute for everyone involved in the job. We were additionally just recently identified with a group award at an interior honors event, which was a good way to celebrate the way we've collaborated.
Until now, over 59,000 individuals have actually used the digital solution to look for Child Upkeep, which is around 80% of all applicants. The telephone service is still there for those that require it, yet the variety of online applications remains to expand.
This isn't completion of the electronic trip for this solution either. We're now family solicitors progressing a brand-new roadmap for more makeover of the end-to-end service, and also we'll continue to pay attention to individual demands, and make amendments and also enhancements to make it as easy as feasible for people to obtain and handle their Child Upkeep plans.
It's certainly been a difficult year for all of us, yet I'm glad that I'll have the ability to look back at when our group rose to the difficulty and also provided for individuals when they needed us most.