Prior to the COVID-19 pandemic, I was functioning as part of a team to produce a brand new electronic service for separated parents to make an application for aid arranging Child Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, and were working towards introducing even more customers on a steady basis.
Previous to this, the only way to obtain help preparing Kid Upkeep had been an entirely telephone-based service. Nevertheless, as a division we knew that we needed to offer an electronic choice as part of our commitment to increase our services as well as develop digital styles based upon our individuals' demands.
The push to browse the web
All was going as planned up until the pandemic hit. Almost instantly, our colleagues in the get in touch with centres could no longer address the phones and also procedure applications. The division was working to get people established to work from home, but a great deal of associates were redeployed to deal with other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and for the direct future.
The team needed to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day going through the system within a couple of months, and now we had to get to this phase in a matter of days. The group worked hard to stabilise the solution so it might handle the rise in customers, all while getting used to functioning from residence themselves.
Producing a 24/7 solution
At the private beta stage we were utilizing feedback from individuals to proceed the solution-- as we opened it up even more this feedback became a lot more essential. There was a clear requirement for a couple of adjustments such as 24/7 availability. The service was originally made to only be readily available when the tradition backend system was readily available, between 8am to 8pm throughout the week, and also not on weekend breaks.
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 data momentarily, until the heritage system became available. Around 20% of users now complete their applications in that 'offline' amount of time, which shows the advantages of reacting really promptly and also taking individual feedback on board.
An additional piece of comments we obtained from users associated with them intending to confirm receipt of their application. So, as part of our routine models, we supplied a feature that allows users to register for an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of online users have chosen to use this facility, which simply demonstrates how useful it has been as reassurance for people requesting Kid Maintenance.
The hard work pays off
Throughout the summertime as well as into fall, the group worked frequently to present brand-new functions, with modifications released on a nearly regular basis. It was a relentless pace and was challenging at times-- for instance for those of us home education our kids. Having a common goal helpful to get cash to households that need it was an actually inspiring factor throughout these times.
That hard work suggested that we had the ability to take the product via a Government Digital Solution (GDS) public beta assessment in wintertime. It passed with flying colours, which was a really pleased moment for everyone associated with the job. We were additionally recently identified with a group award at an inner honors ceremony, which was a wonderful way to commemorate the means we've collaborated.
Up until now, over 59,000 individuals have actually used the digital service to make an application for Youngster Upkeep, which is around 80% of all applicants. The telephony service is still there for those that need it, however the variety of online applications remains to expand.
This isn't completion of the electronic trip for this solution either. We're currently proceeding a brand-new roadmap for more change of the end-to-end service, as well as we'll continue to listen to user needs, as family lawyer well as make changes as well as enhancements to make it as simple as possible for people to make an application for as well as manage their Child Upkeep setups.
It's absolutely been a difficult year for everyone, however I'm glad 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.