Prior to the COVID-19 pandemic, I was working as part of a team to create an all new electronic service for apart parents to apply for assistance arranging Child Maintenance. We 'd released an exclusive beta of the electronic service in December 2019, as well as were functioning in the direction of introducing more individuals on a steady basis.
Previous to this, the only method to obtain aid setting up Youngster Maintenance had actually been an entirely telephone-based solution. However, as a division we understood that we had to provide an electronic option as part of our dedication to expand our services and also produce electronic designs based on our customers' needs.
The press to go online
All was going as prepared till the pandemic hit. Practically instantaneously, our colleagues in the get in touch with centres can no more address the phones and process applications. The department was working to get people set up to work from house, however a great deal of colleagues were redeployed to service other services. So, our directors made the decision to make our digital service the major approach of application from that factor onwards, and also for the direct future.
The group had to move fast to secure the solution and also make it readily available to all applicants. The plan had actually been to increase to around 100 applications a day undergoing the system within a few months, but now we needed to get to this phase in an issue of days. The team strove to stabilise the solution so it might deal with the increase in customers, all while adapting to working from residence themselves.
Developing a 24/7 service
At the exclusive beta stage we were utilizing feedback from customers to progress the solution-- as we opened it up further this responses became a lot more essential. There was a clear demand for a couple of modifications such as 24/7 schedule. The service was at first made to just be offered when the tradition backend system was readily available, between 8am to 8pm during the week, as well as not on weekends.
We had a great deal of responses asking why it was not available after 8pm, so we built our own backend to store the application data temporarily, up until the tradition system appeared. Around 20% of customers currently finish their applications because 'offline' period, which shows the benefits of reacting actually quickly and also taking customer responses on board.
Another item of responses we obtained from individuals associated with them wanting to confirm invoice of their application. So, as part of our routine iterations, we supplied an attribute that enables users to enroll in an email verification that their application has been obtained utilizing the Gov.Notify system. Around 99% of online customers have selected to utilize this facility, which simply shows how beneficial it has been as peace of mind for people obtaining Child Maintenance.
The effort repays
Throughout the summer as well as into autumn, the group functioned constantly to introduce brand-new attributes, with changes deployed on a nearly once a week basis. It was a relentless pace as well as was challenging at times-- for instance for those people home schooling our kids. Having a shared goal of helping to obtain cash to family members that require it was an actually encouraging variable throughout these times.
That hard work implied that we were able to take the product via a Federal government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was a truly happy moment for everybody associated with the project. We were additionally lately identified with a team honor at an internal honors event, which was a good way to commemorate the method we've collaborated.
Thus far, over 59,000 people have actually family lawyer used the electronic solution to look for Youngster Maintenance, which is around 80% of all applicants. The telephone solution is still there for those that need it, however the variety of online applications remains to grow.
This isn't the end of the electronic journey for this service either. We're currently advancing a brand-new roadmap for further improvement of the end-to-end service, and also we'll remain to listen to customer needs, and make changes as well as enhancements to make it as simple as feasible for individuals to request as well as manage their Kid Maintenance arrangements.
It's certainly been a challenging year for everybody, yet I'm glad that I'll be able to look back at when our group rose to the obstacle as well as supplied for people when they needed us most.