Before the COVID-19 pandemic, I was functioning as part of a team to develop a brand-new electronic service for separated parents to make an application for aid preparing Child Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, and were working towards introducing more individuals on a progressive basis.
Before this, the only means to apply for help organizing Child 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 commitment to increase our solutions as well as produce digital designs based on our users' needs.
The press to go on the internet
All was going as intended till the pandemic hit. Virtually instantly, our colleagues in the contact centres can no more respond to the phones and process applications. The division was functioning to get people established to function from house, but a great deal of coworkers were redeployed to service other solutions. So, our supervisors made the decision to make our digital solution the primary method of application from that factor onwards, and also for the near future.
The team needed to move fast 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 reach this stage in an issue of days. The team worked hard to secure the service so it can deal with the rise in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were making use of comments from customers to advance the solution-- as we opened it up additionally this comments came to be even more vital. There was a clear requirement for a couple of changes such as 24/7 schedule. The service was at first designed to only be readily available when the legacy backend system was readily available, between 8am to 8pm throughout the week, and not on weekend breaks.
We had a lot of feedback asking why it was not readily available after 8pm, so we built our very own backend to keep the application information temporarily, up until the legacy system appeared. Around 20% of individuals currently complete their applications because 'offline' amount of time, which reveals the advantages of reacting truly promptly and taking user comments aboard.
Another item of feedback we obtained from users associated with them wishing to validate invoice of their application. So, as part of our regular iterations, we provided a function that permits customers to enroll in an email verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on-line individuals have actually picked to use this facility, family solicitors which simply shows how useful it has actually been as peace of mind for people requesting Youngster Maintenance.
The effort pays off
Throughout the summertime as well as right into fall, the group worked frequently to present new features, with adjustments released on a virtually once a week basis. It was an unrelenting rate as well as was challenging at times-- for example for those people home education our kids. Having a shared goal helpful to obtain cash to households that need it was an actually encouraging aspect during these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Solution (GDS) public beta analysis in winter months. It passed with flying colours, which was an actually pleased moment for everybody associated with the job. We were also lately identified with a team honor at an interior honors event, which was a nice means to celebrate the means we have actually worked together.
Until now, over 59,000 individuals have made use of the digital solution to look for Kid Upkeep, which is around 80% of all applicants. The telephone service is still there for those that require it, however the number of online applications continues to expand.
This isn't completion of the digital trip for this solution either. We're now proceeding a new roadmap for further improvement of the end-to-end solution, and also we'll remain to listen to individual demands, as well as make modifications and improvements to make it as easy as possible for individuals to obtain and manage their Kid Upkeep arrangements.
It's definitely been a challenging year for everyone, however I rejoice that I'll have the ability to look back at when our team rose to the obstacle and supplied for individuals when they required us most.