Prior to the COVID-19 pandemic, I was functioning as part of a group to create an all new electronic service for separated moms and dads to get assistance setting up Kid Maintenance. We 'd introduced a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting even more users on a gradual basis.
Previous to this, the only method to get aid preparing Youngster Upkeep had actually been an entirely telephone-based solution. Nevertheless, as a division we knew that we had to provide a digital option as part of our dedication to expand our services and also develop digital layouts based upon our individuals' requirements.
The push to browse the web
All was going as prepared until the pandemic hit. Almost immediately, our colleagues in the contact centres can no more address the phones and process applications. The division was functioning to get individuals established to function from house, but a great deal of associates were redeployed to deal with other solutions. So, our directors decided to make our electronic solution the main method of application from that point onwards, as well as for the foreseeable future.
The team needed to scoot to secure the service and also make it offered to all candidates. The plan had been to increase to around 100 applications a day going through the system within a couple of months, and now we had to reach this stage in an issue of days. The team strove to stabilise the solution so it can manage the rise in individuals, all while adjusting to functioning from home themselves.
Producing a 24/7 service
At the personal beta phase we were utilizing responses from individuals to proceed the service-- as we opened it up additionally this feedback ended up being even more crucial. There was a clear need for a few adjustments such as 24/7 availability. The solution was originally developed to just be 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 lot of comments asking why it was not readily available after 8pm, so we built our own backend to keep the application information temporarily, up until the tradition system appeared. Around 20% of users now complete their applications because 'offline' amount of time, which shows the benefits of reacting truly swiftly and also taking user feedback on board.
One more item of feedback we received from users connected to them wanting to confirm receipt of their application. So, as part of our routine versions, we provided a function that permits customers to enroll in an e-mail verification that their application has actually been received utilizing the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply shows how helpful it has been as reassurance for people applying for Child Upkeep.
The effort repays
Throughout the summer season as well as into autumn, the team worked regularly to present new features, with changes released on a practically regular 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 of helping to get money to family members that require it was a truly motivating variable throughout these times.
That hard work meant that we had the ability to take the product via a Government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a really honored moment for all of us associated with the job. We were additionally just recently recognised with a group award at an inner awards event, which was a great way to commemorate the way we've interacted.
Thus far, over 59,000 individuals have made use of the digital solution to look for Kid Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, yet the number family solicitors of online applications remains to grow.
This isn't the end of the electronic journey for this solution either. We're now progressing a new roadmap for more change of the end-to-end solution, and also we'll continue to pay attention to customer needs, as well as make modifications as well as renovations to make it as very easy as possible for people to apply for as well as handle their Youngster Maintenance arrangements.
It's definitely been a tough year for all of us, yet I rejoice that I'll be able to look back at when our group rose to the obstacle and delivered for people when they needed us most.