Prior to the COVID-19 pandemic, I was working as part of a group to develop a new electronic service for apart parents to obtain aid arranging Child Maintenance. We 'd introduced a personal beta of the electronic solution in December 2019, and also were functioning towards presenting even more individuals on a progressive basis.
Before this, the only method to apply for help arranging Child Maintenance had been a completely telephone-based solution. Nonetheless, as a division we understood that we needed to give an electronic choice as part of our commitment to broaden our services and create electronic layouts based upon our individuals' needs.
The push to go online
All was going as planned till the pandemic hit. Virtually instantly, our coworkers in the call centres might no longer answer the phones and also procedure applications. The department was working to obtain people set up to function from house, but a great deal of coworkers were redeployed to service various other solutions. So, our directors made the decision to make our electronic solution the major approach of application from that factor onwards, and for the near future.
The team had to scoot to secure the solution and make it readily available to all applicants. The strategy had actually been to increase to around 100 applications a day experiencing the system within a couple of months, now we had to get to this phase in an issue of days. The team worked hard to secure the solution so it could manage the increase in individuals, all while adapting to functioning from residence themselves.
Developing a 24/7 solution
At the private beta stage we were using feedback from individuals to advance the solution-- as we opened it up better this responses became even more important. There was a clear need for a few adjustments such as 24/7 availability. The solution was at first made to just be available when the heritage backend system was available, in between 8am to 8pm during the week, and not on weekend breaks.
We had a lot of responses asking why it was not available after 8pm, so we developed our very own backend to save the application data momentarily, till the tradition system became available. Around 20% of users currently finish their applications because 'offline' time period, which reveals the advantages of reacting truly promptly and taking individual feedback on board.
An additional item of feedback we obtained from customers connected to them intending to validate receipt of their application. So, as part of our regular versions, we provided a function that enables individuals to enroll in an e-mail verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply shows how beneficial it has actually been as peace of mind for individuals obtaining Child Upkeep.
The hard work pays off
Throughout the summer and right into fall, the team worked regularly to introduce new features, with adjustments released on a nearly weekly basis. It was a relentless rate as well as was challenging sometimes-- for instance for those of us home education our children. Having a common goal helpful to get cash to family members that need it was an actually inspiring element during these times.
That effort implied that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was an actually child maintenance pleased moment for everybody involved in the project. We were additionally recently acknowledged with a group award at an interior awards event, which was a good means to celebrate the means we've worked together.
Thus far, over 59,000 people have actually used the electronic service to apply for Kid Maintenance, which is around 80% of all applicants. The telephony service is still there for those that require it, but the variety of online applications continues to grow.
This isn't completion of the digital trip for this solution either. We're now proceeding a new roadmap for additional makeover of the end-to-end service, and also we'll continue to listen to customer needs, as well as make modifications and enhancements to make it as very easy as possible for people to look for and manage their Youngster Upkeep arrangements.
It's absolutely been a tough year for all of us, however I rejoice that I'll have the ability to look back at when our team rose to the difficulty and also delivered for people when they needed us most.