Before the COVID-19 pandemic, I was working as part of a team to produce an all new electronic service for separated parents to request assistance setting up Youngster Upkeep. We would certainly launched a personal beta of the digital service in December 2019, as well as were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only means to request help organizing Child Maintenance had actually been a totally telephone-based service. Nonetheless, as a division we understood that we needed to provide an electronic alternative as part of our dedication to broaden our services as well as develop electronic layouts based upon our individuals' requirements.
The push to go on the internet
All was going as intended till the pandemic hit. Virtually instantly, our colleagues in the contact centres might no longer answer the phones and also procedure applications. The department was working to get individuals established to work from residence, yet a lot of colleagues were redeployed to deal with various other services. So, our supervisors made the decision to make our digital service the primary approach of application from that factor onwards, and for the foreseeable future.
The team had to scoot to protect the service and also make it offered to all applicants. The plan had been to increase to around 100 applications a day experiencing the system within a few months, but now we had to reach this phase in an issue of days. The group strove to stabilise the solution so it could cope with the rise in users, all while getting used to functioning from residence themselves.
Producing a 24/7 solution
At the personal beta phase we were utilizing comments from users to advance the solution-- as we opened it up additionally this comments became a lot more essential. There was a clear demand for a few modifications such as 24/7 schedule. The service was originally designed 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 lot of comments asking why it was not readily available after 8pm, so we built our own backend to save the application information temporarily, up until the heritage system became available. Around 20% of individuals currently finish their applications in that 'offline' time period, which shows the advantages of reacting truly promptly and taking individual responses aboard.
Another piece of comments we got from customers related to them wishing to verify invoice of their application. So, as part of our normal models, we delivered a feature that allows individuals to register for an email confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on the internet individuals have selected to use this facility, which simply demonstrates how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The hard work settles
Throughout the summer and right into fall, the team worked continuously to introduce brand-new functions, with modifications deployed on an almost once a week basis. It was an unrelenting speed and was challenging family solicitors sometimes-- for instance for those of us home education our kids. Having a shared objective of helping to obtain money to families that require it was a truly motivating factor throughout these times.
That hard work meant that we had the ability to take the product with a Government Digital Solution (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly proud minute for everybody involved in the task. We were also lately recognised with a group honor at an interior honors ceremony, which was a great means to celebrate the method we have actually collaborated.
So far, over 59,000 people have actually used the digital solution to obtain Youngster Maintenance, which is around 80% of all applicants. The telephone systems service is still there for those that need it, however the variety of online applications remains to grow.
This isn't the end of the digital journey for this service either. We're currently proceeding a new roadmap for further improvement of the end-to-end solution, and also we'll continue to listen to user requirements, as well as make modifications and also renovations to make it as easy as feasible for individuals to make an application for as well as manage their Kid Maintenance arrangements.
It's certainly been a challenging year for all of us, but I rejoice that I'll have the ability to recall at when our group rose to the obstacle and also provided for people when they required us most.