Prior to the COVID-19 pandemic, I was working as part of a team to create a brand-new electronic solution for apart parents to make an application for assistance arranging Youngster Maintenance. We would certainly launched an exclusive beta of the electronic service in December 2019, as well as were working in the direction of introducing more individuals on a progressive basis.
Before this, the only method to apply for help organizing Kid Maintenance had been a completely telephone-based service. However, as a department we knew that we had to provide an electronic choice as part of our dedication to broaden our services and create electronic layouts based upon our individuals' requirements.
The push to browse the web
All was going as planned until the pandemic hit. Almost quickly, our associates in the contact centres could no more respond to the phones as well as process applications. The division was functioning to get people established to work from home, yet a great deal of associates were redeployed to deal with various other solutions. So, our directors decided to make our electronic service the major technique of application from that point onwards, and also for the near future.
The team needed to move fast to secure the solution and make it readily available to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a couple of months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can handle the increase in customers, all while adapting to functioning from house themselves.
Developing a 24/7 service
At the exclusive beta stage we were making use of comments from customers to progress the solution-- as we opened it up even more this responses became a lot more essential. There was a clear demand for a couple of changes such as 24/7 accessibility. The service was at first made to only be readily available when the legacy backend system was offered, in between 8am to 8pm during the week, as well as out weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our own backend to keep the application information momentarily, until the tradition system appeared. Around 20% of customers now complete their applications because 'offline' amount of time, which reveals the benefits of reacting truly promptly and also taking user comments on board.
One more item of responses we received from users associated with them wishing to validate invoice of their application. So, as part of our normal iterations, we delivered a feature that enables individuals to register for an e-mail verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on-line customers have actually family law solicitors picked to utilize this center, which simply demonstrates how beneficial it has actually been as peace of mind for individuals requesting Child Maintenance.
The effort repays
Throughout the summer season and also right into autumn, the team worked constantly to introduce brand-new attributes, with adjustments released on a nearly regular basis. It was a relentless pace and also was testing sometimes-- for instance for those people home education our youngsters. Having a common goal helpful to obtain money to families that require it was an actually inspiring element during these times.
That effort indicated that we were able to take the item via a Government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a really proud 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 great method to commemorate the method we've interacted.
Up until now, over 59,000 individuals have made use of the digital solution to get Kid Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the variety of online applications continues to grow.
This isn't completion of the digital trip for this solution either. We're now proceeding a new roadmap for additional transformation of the end-to-end solution, and also we'll continue to pay attention to user requirements, and also make amendments as well as renovations to make it as easy as feasible for individuals to make an application for and also manage their Kid Upkeep plans.
It's certainly been a challenging year for everybody, but I'm glad that I'll have the ability to look back at when our team rose to the challenge and also delivered for individuals when they needed us most.