Before the COVID-19 pandemic, I was functioning as part of a group to create a brand-new digital service for apart moms and dads to obtain assistance organizing Child Upkeep. We would certainly introduced a personal beta of the digital solution in December 2019, as well as were functioning in the direction of presenting more customers on a progressive basis.
Previous to this, the only means to get assistance arranging Youngster Maintenance had actually been a totally telephone-based solution. Nevertheless, as a division we knew that we needed to offer an electronic option as part of our dedication to expand our services and also create electronic layouts based on our individuals' demands.
The push to go on the internet
All was going as planned till the pandemic hit. Practically immediately, our associates in the call centres can no more answer the phones and process applications. The department was working to get people set up to function from house, yet a great deal of coworkers were redeployed to work on other services. So, our supervisors decided to make our electronic solution the primary technique of application from that point onwards, as well as for the near future.
The team needed to scoot to safeguard the solution as well as make it available to all applicants. The plan had been to ramp up to around 100 applications a day experiencing the system within a few months, and now we had to reach this stage in an issue of days. The group worked hard to stabilise the solution so it might deal with the increase in customers, all while adapting to working from residence themselves.
Producing a 24/7 service
At the personal beta stage we were making use of comments from customers to advance the solution-- as we opened it up additionally this feedback came to be even more vital. There was a clear requirement for a couple of changes such as 24/7 accessibility. The solution was initially made to only be offered when the heritage backend system was available, between 8am to 8pm during the week, and out weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our very own backend to save the application information temporarily, until the legacy system became available. Around 20% of users now complete their applications in that 'offline' period, which shows the benefits of reacting really rapidly as well as taking individual comments on board.
Another piece of feedback we received from users related to them wanting to validate invoice of their application. So, as part of our routine versions, we delivered a feature that permits individuals to register for an email verification that their application has actually been received making use of the Gov.Notify system. Around 99% of on-line individuals have picked to use this center, which just shows how valuable it has been as confidence for individuals applying for Youngster Maintenance.
The effort settles
Throughout the summer as well as right into autumn, the group worked frequently to introduce new attributes, with child maintenance changes released on an almost regular basis. It was an unrelenting pace as well as was testing at times-- for instance for those people home education our youngsters. Having a shared goal of helping to get money to households that require it was an actually motivating factor during these times.
That hard work indicated that we had the ability to take the product through a Government Digital Service (GDS) public beta evaluation in winter months. It passed with flying colours, which was an actually proud minute for everybody associated with the task. We were additionally recently recognised with a team honor at an inner honors event, which was a wonderful means to commemorate the way we've interacted.
Until now, over 59,000 individuals have made use of the electronic service to get Kid Maintenance, which is around 80% of all candidates. The telephone service is still there for those that require it, but the variety of online applications continues to expand.
This isn't the end of the electronic journey for this solution either. We're now advancing a new roadmap for additional change of the end-to-end solution, and we'll remain to listen to individual demands, as well as make modifications and enhancements to make it as easy as possible for people to request as well as handle their Child Maintenance plans.
It's absolutely been a challenging year for everybody, yet I rejoice that I'll be able to look back at when our team rose to the difficulty and also supplied for individuals when they required us most.