Before the COVID-19 pandemic, I was working as part of a team to develop a brand new electronic service for separated moms and dads to request aid preparing Kid Maintenance. We would certainly launched an exclusive beta of the digital solution in December 2019, and were functioning towards presenting even more individuals on a steady basis.
Previous to this, the only means to apply for aid arranging Youngster Maintenance had actually been a totally telephone-based solution. However, as a department we understood that we had to give a digital alternative as part of our commitment to expand our solutions and also develop digital designs based on our customers' needs.
The push to go on the internet
All was going as planned up until the pandemic hit. Virtually instantaneously, our coworkers in the contact centres could no longer respond to the phones as well as process applications. The department was working to obtain individuals set up to work from home, but a lot of colleagues were redeployed to work on various other solutions. So, our directors decided to make our electronic service the main approach of application from that factor onwards, as well as for the foreseeable future.
The group had to scoot to protect the service and also make it offered to all applicants. The strategy had been to increase to around 100 applications a day experiencing the system within a few months, but now we needed to reach this stage in an issue of days. The team strove to stabilise the solution so it could cope with the rise in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the personal beta phase we were utilizing responses from individuals to proceed the service-- as we opened it up better this feedback came to be even more vital. There was a clear need for a few adjustments such as 24/7 schedule. The service was originally developed to only be readily available when the legacy backend system was offered, in between 8am to 8pm throughout the week, and not on weekend breaks.
We had a great deal of feedback asking why it was not available after 8pm, so we developed our very own backend to save the application information temporarily, until the tradition system became available. Around 20% of individuals currently finish their applications because 'offline' amount of time, which reveals the advantages of responding really quickly and taking individual comments on board.
Another piece of feedback we received from customers related to them wanting to confirm receipt of their application. So, as part of our normal models, we supplied an attribute that permits individuals to register for an email verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on the internet users have chosen to utilize this center, which just demonstrates how valuable it has actually been family lawyer as peace of mind for individuals obtaining Kid Maintenance.
The effort settles
Throughout the summer and also right into autumn, the group worked constantly to present new attributes, with changes released on a nearly weekly basis. It was an unrelenting pace and also was challenging at times-- as an example for those of us home education our children. Having a shared objective helpful to get cash to families that require it was a really inspiring factor during these times.
That effort suggested that we were able to take the product via a Government Digital Service (GDS) public beta evaluation in winter. It passed with flying colours, which was a truly honored minute for all of us involved in the job. We were likewise lately acknowledged with a group honor at an inner honors event, which was a good method to celebrate the method we've interacted.
So far, over 59,000 individuals have actually used the digital solution to get Youngster Upkeep, which is around 80% of all candidates. The telephone systems solution is still there for those that require it, yet the variety of online applications continues to expand.
This isn't completion of the digital journey for this solution either. We're currently advancing a new roadmap for further transformation of the end-to-end solution, as well as we'll continue to pay attention to customer requirements, as well as make amendments and also renovations to make it as simple as possible for individuals to request and also handle their Child Upkeep plans.
It's certainly been a tough year for everyone, however I rejoice that I'll be able to recall at when our team rose to the challenge as well as delivered for individuals when they needed us most.