Before the COVID-19 pandemic, I was working as part of a group to produce an all new electronic service for apart parents to request assistance preparing Child Maintenance. We would certainly launched an exclusive beta of the electronic service in December 2019, as well as were functioning towards presenting more individuals on a progressive basis.
Before this, the only means to request aid organizing Child Maintenance had actually been a completely telephone-based solution. However, as a division we understood that we needed to provide a digital choice as part of our commitment to broaden our solutions and create electronic styles based upon our customers' needs.
The push to go on the internet
All was going as planned until the pandemic hit. Virtually immediately, our coworkers in the call centres could no longer respond to the phones and also process applications. The department was functioning to obtain people established to work from residence, but a lot of coworkers were redeployed to deal with other services. So, our supervisors decided to make our digital service the main method of application from that point onwards, and for the foreseeable future.
The team needed to scoot to secure the service as well as make it readily available to all candidates. The strategy had been to ramp up to around 100 applications a day going through the system within a few months, and now we had to reach this stage in an issue of days. The group strove to stabilise the solution so it could handle the boost in individuals, all while getting used to functioning from house themselves.
Developing a 24/7 service
At the personal beta phase we were making use of feedback from customers to progress the solution-- as we opened it up better this feedback ended up being even more essential. There was a clear requirement for a couple of modifications such as 24/7 availability. The solution was at first developed to only be available when the legacy backend system was readily available, in between 8am to 8pm during the week, and also out weekends.
We had a great deal of comments asking why it was not offered after 8pm, so we developed our very own backend to save the application data momentarily, up until the tradition system became available. Around 20% of individuals now finish their applications because 'offline' period, which reveals the benefits of reacting truly quickly and also taking customer comments on board.
Another item of feedback we got from individuals related to them wanting to validate receipt of their application. So, as part of our routine models, we delivered a function that permits family law solicitors customers to register for an e-mail confirmation that their application has been gotten using the Gov.Notify system. Around 99% of on-line customers have chosen to utilize this facility, which simply demonstrates how useful it has been as reassurance for people making an application for Child Maintenance.
The hard work pays off
Throughout the summer as well as right into fall, the team functioned regularly to introduce brand-new attributes, with changes released on a virtually regular basis. It was an unrelenting rate and was challenging at times-- as an example for those people home education our children. Having a shared goal of helping to get money to households that need it was a truly inspiring aspect during these times.
That hard work indicated that we were able to take the product via a Federal government Digital Solution (GDS) public beta analysis in winter. It passed with flying colours, which was an actually honored moment for all of us associated with the project. We were likewise recently identified with a team honor at an interior honors ceremony, which was a nice way to commemorate the way we have actually worked together.
Thus far, over 59,000 individuals have utilized the digital solution to apply for Child Upkeep, which is around 80% of all candidates. The telephone service is still there for those that need it, yet the number of online applications remains to grow.
This isn't the end of the electronic trip for this service either. We're currently proceeding a new roadmap for further change of the end-to-end solution, and we'll remain to pay attention to customer needs, as well as make modifications and enhancements to make it as simple as feasible for individuals to obtain as well as manage their Youngster Upkeep arrangements.
It's definitely been a difficult year for everyone, however I rejoice that I'll have the ability to look back at when our team rose to the difficulty as well as supplied for individuals when they required us most.