Prior to the COVID-19 pandemic, I was functioning as part of a group to create an all new electronic solution for apart parents to obtain help setting up Youngster Maintenance. We would certainly released an exclusive beta of the digital solution in December 2019, and also were functioning in the direction of introducing more users on a gradual basis.
Previous to this, the only means to obtain assistance preparing Child Maintenance had actually been a completely telephone-based service. However, as a department we understood that we needed to provide an electronic option as part of our dedication to increase our solutions and also produce digital styles based on our users' demands.
The press to go on the internet
All was going as intended up until the pandemic hit. Nearly promptly, our coworkers in the get in touch with centres might no longer address the phones as well as process applications. The department was functioning to get people established to function from home, but a great deal of associates were redeployed to deal with other solutions. So, our directors decided to make our electronic service the major technique of application from that point onwards, and also for the near future.
The team needed to move fast to secure the solution and make it readily available to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a couple of months, but now we needed to get to this phase in a matter of days. The team worked hard to secure the solution so it could manage the rise in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were utilizing feedback from individuals to advance the service-- as we opened it up further this feedback came to be even more important. There was a clear requirement for a few adjustments such as 24/7 availability. The solution was originally developed to just be available when the legacy backend system was readily available, in between 8am to 8pm throughout the week, and also out weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our own backend to keep the application information momentarily, until the tradition system appeared. Around 20% of users currently complete their applications in that 'offline' period, which reveals the advantages of reacting truly promptly and also taking customer feedback on board.
One more item of feedback we got from customers associated with them wishing to confirm invoice of their application. So, as part of our regular iterations, we provided a feature that allows individuals to register for an e-mail verification that their application has actually been obtained utilizing the Gov.Notify system. Around 99% of on-line individuals have actually picked to utilize this center, which simply demonstrates how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The hard work pays off
Throughout the summer and into family lawyer fall, the group worked constantly to introduce brand-new attributes, with adjustments released on a nearly regular basis. It was a ruthless speed and also was testing at times-- for example for those of us home education our kids. Having a shared goal of helping to get cash to households that require it was an actually inspiring factor throughout these times.
That hard work suggested that we had the ability to take the product with a Government Digital Solution (GDS) public beta assessment in wintertime. It passed with flying colours, which was a really proud minute for all of us associated with the task. We were likewise just recently recognised with a group honor at an internal honors ceremony, which was a nice means to celebrate the means we've interacted.
Thus far, over 59,000 people have actually used the electronic service to make an application for Child Upkeep, which is around 80% of all candidates. The telephone solution is still there for those that require it, however the variety of online applications continues to expand.
This isn't the end of the electronic trip for this service either. We're currently progressing a brand-new roadmap for further improvement of the end-to-end service, as well as we'll remain to listen to individual demands, as well as make modifications and enhancements to make it as very easy as possible for individuals to request and manage their Kid Maintenance setups.
It's absolutely been a difficult year for everyone, but I rejoice 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.