Prior to the COVID-19 pandemic, I was working as part of a group to develop a new electronic service for separated moms and dads to get help setting up Kid Upkeep. We 'd introduced a personal beta of the digital solution in December 2019, as well as were functioning in the direction of introducing more individuals on a steady basis.
Previous to this, the only way to make an application for assistance setting up Kid Maintenance had been a completely telephone-based service. However, as a department we knew that we had to provide a digital option as part of our dedication to expand our services and also create electronic designs based upon our individuals' needs.
The press to go online
All was going as intended till the pandemic hit. Virtually instantaneously, our associates in the call centres might no more answer the phones as well as procedure applications. The department was functioning to get people established to work from home, but a lot of associates were redeployed to work on other services. So, our supervisors decided to make our electronic solution the main method of application from that point onwards, and also for the foreseeable future.
The group had to scoot to protect the solution and also make it offered to all applicants. The plan had been to ramp up to around 100 applications a day experiencing the system within a few months, and now we had to get to this phase in an issue of days. The team strove to secure the service so it can deal with the boost in users, all while adjusting to working from house themselves.
Producing a 24/7 solution
At the private beta stage we were utilizing responses from users to progress the service-- as we opened it up additionally this feedback became a lot more essential. There was a clear requirement for a couple of adjustments such as 24/7 schedule. The solution was originally designed to only be readily available when the legacy backend system was offered, between family law solicitors 8am to 8pm during the week, and out weekend breaks.
We had a great deal of responses asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, up until the legacy system appeared. Around 20% of individuals now finish their applications in that 'offline' time period, which reveals the benefits of reacting actually swiftly and taking customer comments on board.
One more item of responses we got from individuals related to them wanting to confirm invoice of their application. So, as part of our routine iterations, we supplied an attribute that permits individuals to sign up for an email confirmation that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of online users have actually selected to use this facility, which simply shows how helpful it has actually been as peace of mind for individuals requesting Youngster Maintenance.
The effort settles
Throughout the summer and also into autumn, the team functioned frequently to introduce new attributes, with modifications released on a nearly weekly basis. It was a ruthless pace and also was challenging at times-- as an example for those of us home education our youngsters. Having a shared goal of helping to obtain cash to families that require it was an actually encouraging element throughout these times.
That hard work implied that we were able to take the product via a Federal government Digital Service (GDS) public beta evaluation in winter months. It passed with flying colours, which was an actually honored minute for all of us involved in the project. We were likewise just recently recognised with a group award at an interior awards event, which was a good method to celebrate the way we've worked together.
So far, over 59,000 individuals have actually utilized the electronic service to apply for Youngster Upkeep, which is around 80% of all candidates. The telephone systems solution is still there for those that require it, however the number of online applications remains to expand.
This isn't completion of the digital trip for this service either. We're currently progressing a new roadmap for more transformation of the end-to-end solution, and we'll continue to pay attention to customer requirements, as well as make changes as well as enhancements to make it as simple as possible for people to request and also handle their Kid Upkeep arrangements.
It's certainly been a challenging year for all of us, however I rejoice that I'll have the ability to recall at when our team rose to the difficulty as well as delivered for individuals when they needed us most.