Before the COVID-19 pandemic, I was working as part of a team to develop a brand-new electronic service for separated parents to request assistance setting up Youngster Upkeep. We would certainly launched a personal beta of the digital service in December 2019, as well as were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only means to request help organizing Kid Maintenance had been a totally telephone-based service. Nevertheless, as a department we knew that we needed to give an electronic alternative as part of our commitment to expand our solutions and also develop electronic styles based on our users' needs.
The push to go online
All was going as planned until the pandemic hit. Virtually immediately, our colleagues in the contact centres can no more respond to the phones and process applications. The division was working to get individuals established to work from home, yet a great deal of colleagues were redeployed to work on various other services. So, our directors decided to make our digital service the major technique of application from that point onwards, and also for the near future.
The team needed to move fast to safeguard the service and make it readily available to all applicants. The strategy had been to ramp up to around 100 applications a day experiencing the system within a few months, today we had to reach this stage in an issue of days. The group worked hard to secure the service so it might deal with the rise in individuals, all while adjusting to working from home themselves.
Producing a 24/7 solution
At the personal beta phase we were utilizing responses from individuals to proceed the service-- as we opened it up better this comments ended up being even more vital. There was a clear need for a couple of changes such as 24/7 accessibility. The solution was initially created to just be offered when the heritage backend system was available, between 8am to 8pm throughout the week, and not on weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our own backend to store the application information momentarily, until the legacy system appeared. Around 20% of customers currently complete their applications in that 'offline' period, which reveals the advantages of reacting really swiftly and also taking individual comments on board.
Another piece of comments we got from customers related to them wanting to verify receipt of their application. So, as part of our routine versions, we supplied family solicitors an attribute that permits users to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of on the internet individuals have selected to use this center, which simply shows how valuable it has actually been as peace of mind for individuals looking for Youngster Upkeep.
The effort pays off
Throughout the summer and right into fall, the team functioned constantly to present new attributes, with adjustments deployed on an almost weekly basis. It was a relentless rate as well as was challenging at times-- as an example for those of us home schooling our children. Having a common goal helpful to obtain money to families that require it was a truly encouraging variable throughout these times.
That effort suggested that we were able to take the item with a Government Digital Solution (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the task. We were additionally lately recognised with a group award at an interior awards ceremony, which was a nice means to celebrate the means we've worked together.
Up until now, over 59,000 people have actually utilized the digital solution to request Child Maintenance, which is around 80% of all candidates. The telephone service is still there for those that need it, but the variety of online applications continues to expand.
This isn't completion of the electronic journey for this service either. We're currently proceeding a brand-new roadmap for additional improvement of the end-to-end solution, and also we'll continue to pay attention to individual requirements, as well as make changes and also enhancements to make it as simple as feasible for people to obtain and manage their Kid Maintenance plans.
It's absolutely been a tough year for everybody, however I rejoice that I'll have the ability to look back at when our team rose to the difficulty and also supplied for people when they needed us most.