Prior to the COVID-19 pandemic, I was functioning as part of a team to create a brand new digital solution for apart parents to obtain help organizing Child Maintenance. We 'd launched a private beta of the digital service in December 2019, and also were working towards presenting even more individuals on a steady basis.
Before this, the only method to apply for assistance arranging Child Upkeep had been a totally telephone-based solution. Nonetheless, as a division we understood that we needed to give a digital choice as part of our dedication to increase our solutions as well as create digital layouts based on our users' demands.
The press to go on the internet
All was going as planned till the pandemic hit. Practically instantly, our associates in the contact centres might no longer answer the phones and procedure applications. The division was working to get people set up to function from home, yet a lot of colleagues were redeployed to work with various other services. So, our directors decided to make our digital solution the main approach of application from that factor onwards, and for the near future.
The group needed to move fast to safeguard the service as well as make it available to all applicants. The plan had actually been to increase to around 100 applications a day going through the system within a couple of months, today we had to get to this stage in an issue of days. The group worked hard to stabilise the solution so it could manage the rise in individuals, all while getting used to working from home themselves.
Producing a 24/7 service
At the exclusive beta stage we were making use of comments from users to proceed the solution-- as we opened it up further this feedback ended up being even more essential. There was a clear need for a few modifications such as 24/7 accessibility. The service was at first developed to only be readily available when the heritage backend system was available, in between 8am to 8pm during the week, and also out weekends.
We had a great deal of feedback asking why it was not readily available after 8pm, so we developed our very own backend to keep the application information briefly, until the heritage system appeared. Around 20% of individuals now finish their applications in that 'offline' time period, which reveals the benefits of responding truly quickly and also taking individual feedback aboard.
Another item of comments we obtained from customers associated with them wanting to validate receipt of their application. So, as part of our routine versions, we delivered an attribute that allows customers to sign up for an e-mail confirmation that their application has actually been obtained utilizing the Gov.Notify system. Around 99% of on-line users have actually picked to use this facility, which simply demonstrates how helpful it has actually been as reassurance for people getting Child Maintenance.
The hard work settles
Throughout the summer season and into autumn, the team worked frequently to introduce new features, with changes released on a nearly once a week basis. It was a relentless pace and was challenging at times-- for example for those of us home schooling our children. Having a shared objective helpful to obtain cash to family members that require it was a truly inspiring aspect during these times.
That hard work implied that we were able to take the product through a Federal government Digital Solution (GDS) public beta evaluation in wintertime. It passed with flying colours, which was a truly pleased moment for all of us associated with the task. We were likewise lately identified with a group honor at an interior awards event, which was a wonderful method to celebrate the method we've worked together.
Until now, over 59,000 people have actually utilized the digital solution to request Youngster Maintenance, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the number of online applications continues to expand.
This isn't completion of the digital trip for this service either. We're currently advancing a brand-new roadmap for additional transformation of the end-to-end solution, and also we'll continue to pay attention to customer requirements, and also make amendments and also improvements to make it as simple as feasible for people to apply for as well as handle child maintenance their Youngster Maintenance plans.
It's absolutely been a challenging year for everyone, but I'm glad that I'll be able to recall at when our group rose to the challenge and supplied for individuals when they needed us most.