Before the COVID-19 pandemic, I was working as part of a team to develop a brand-new electronic solution for apart moms and dads to make an application for aid preparing Child Maintenance. We 'd introduced a personal beta of the electronic solution in December 2019, as well as were functioning in the direction of introducing more customers on a steady basis.
Previous to this, the only method to make an application for help preparing Youngster Upkeep had been an entirely telephone-based service. Nevertheless, as a department we understood that we needed to give an electronic choice as part of our commitment to expand our services and develop electronic layouts based upon our users' requirements.
The push to go online
All was going as planned until the pandemic hit. Almost instantly, our coworkers in the get in touch with centres could no more respond to the phones as well as procedure applications. The department was functioning to get individuals established to function from home, however a lot of coworkers were redeployed to deal with other solutions. So, our directors made the decision to make our digital service the major approach of application from that point onwards, and also for the direct future.
The group had to move fast to protect the service as well as make it offered to all candidates. The strategy had been to increase to around 100 applications a day experiencing the system within a couple of months, and now we needed to get to this stage in a matter of days. The team strove to stabilise the solution so it could handle the boost in customers, all while adapting to working from home themselves.
Developing a 24/7 solution
At the personal beta stage we were using responses from individuals to progress the service-- as we opened it up better this comments ended up being even more vital. There was a clear requirement for a few changes such as 24/7 schedule. The service was initially created to only be available when the heritage backend system was offered, in between 8am to 8pm during the week, and out weekends.
We had a great deal of feedback asking why it was not readily available after 8pm, so we developed our very own backend to keep the application information briefly, until the tradition system became available. Around 20% of individuals now finish their applications in that 'offline' period, which reveals the benefits of responding really promptly and taking customer feedback aboard.
Another piece of responses we received from individuals related to them wishing to validate receipt of their application. So, as part of our routine models, we provided an attribute that allows individuals to enroll in an e-mail confirmation that their application has actually been obtained making use of the Gov.Notify system. Around 99% of online individuals have actually picked to use this center, which simply demonstrates how valuable it has actually been as peace of mind for individuals requesting Youngster Maintenance.
The hard work settles
Throughout the summertime and also right into fall, the team worked continuously to present brand-new attributes, with adjustments released on an almost weekly basis. It was a ruthless speed as well as was testing sometimes-- for instance for those people home education our kids. Having a common objective of helping to get money to households that need it was a really motivating element during these times.
That hard work meant that we were able to take the item via a Federal government Digital Solution (GDS) public beta analysis in winter months. It passed with flying colours, which was an actually honored minute for everyone involved in the project. We were also lately acknowledged with a group award at an internal honors event, which was a good way to celebrate the means we have actually collaborated.
Up until now, over 59,000 people have family solicitors actually utilized the digital solution to apply for Youngster Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, however the number of online applications remains to expand.
This isn't the end of the electronic journey for this solution either. We're now progressing a brand-new roadmap for additional transformation of the end-to-end solution, and we'll remain to listen to individual demands, as well as make amendments and also enhancements to make it as very easy as possible for individuals to obtain and handle their Child Maintenance setups.
It's definitely been a tough year for everyone, yet I'm glad that I'll have the ability to look back at when our group rose to the challenge and also delivered for people when they required us most.