Before the COVID-19 pandemic, I was functioning as part of a team to produce a new electronic service for apart moms and dads to request aid organizing Child Maintenance. We 'd launched an exclusive beta of the digital service 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 apply for help preparing Kid Upkeep had been an entirely telephone-based solution. However, as a department we knew that we needed to provide an electronic choice as part of our commitment to expand our solutions as well as develop digital layouts based on our customers' requirements.
The push to browse the web
All was going as planned till the pandemic hit. Virtually quickly, our colleagues in the get in touch with centres might no more address the phones and also process applications. The department was functioning to get individuals set up to function from house, however a lot of coworkers were redeployed to work on various other solutions. So, our supervisors decided to make our digital service the major technique of application from that point onwards, as well as for the near future.
The group needed to move fast to protect the solution as well as make it offered to all candidates. The plan had been to increase to around 100 applications a day going through the system within a few months, now we had to reach this phase in a matter of days. The team worked hard to secure the service so it might cope with the boost in customers, all while adapting to functioning from home themselves.
Producing a 24/7 solution
At the private beta stage we were utilizing responses from users to advance the solution-- as we opened it up further this comments came to be a lot more important. There was a clear requirement for a couple of adjustments such as 24/7 schedule. The service was initially developed to only be offered when the heritage backend system was readily available, between family law solicitors 8am to 8pm throughout the week, and not on weekends.
We had a lot of feedback asking why it was not available after 8pm, so we built our own backend to save the application information momentarily, till the heritage system appeared. Around 20% of customers currently complete their applications in that 'offline' time period, which reveals the advantages of responding actually promptly and also taking individual comments on board.
Another piece of feedback we received from customers associated with them intending to confirm receipt of their application. So, as part of our routine versions, we delivered a feature that enables individuals to sign up for an e-mail confirmation that their application has actually been gotten using the Gov.Notify system. Around 99% of on-line customers have chosen to utilize this facility, which simply shows how beneficial it has been as confidence for people applying for Kid Upkeep.
The hard work repays
Throughout the summer as well as into autumn, the group functioned constantly to present brand-new functions, with changes released on a nearly once a week basis. It was a relentless speed and also was challenging sometimes-- for instance for those of us home education our youngsters. Having a common goal helpful to get money to family members that require it was a really inspiring aspect throughout these times.
That effort indicated that we were able to take the item via a Federal government Digital Solution (GDS) public beta assessment in winter season. It passed with flying colours, which was a truly pleased minute for everybody associated with the task. We were additionally lately acknowledged with a group honor at an interior awards ceremony, which was a great means to commemorate the method we've collaborated.
Up until now, over 59,000 people have made use of the electronic service to look for Youngster Maintenance, which is around 80% of all applicants. The telephone solution is still there for those that require it, however the number of online applications remains to grow.
This isn't completion of the digital trip for this service either. We're now proceeding a new roadmap for further change of the end-to-end solution, and also we'll continue to listen to user demands, as well as make modifications and improvements to make it as easy as possible for people to make an application for and manage their Child Maintenance plans.
It's absolutely been a challenging year for all of us, however I'm glad that I'll have the ability to look back at when our team rose to the challenge as well as delivered for people when they required us most.