Prior to the COVID-19 pandemic, I was working as part of a team to create an all new electronic solution for apart parents to obtain assistance arranging Youngster Upkeep. We 'd launched an exclusive beta of the digital service in December 2019, and also were working in the direction of presenting even more customers on a steady basis.
Before this, the only means to make an application for assistance setting up Kid Upkeep had been a totally telephone-based service. Nevertheless, as a department we knew that we had to provide an electronic alternative as part of our dedication to increase our solutions as well as produce digital designs based upon our customers' requirements.
The push to browse the web
All was going as prepared until the pandemic hit. Practically quickly, our associates in the contact centres could no more respond to the phones as well as process applications. The division was functioning to get individuals established to work from home, yet a great deal of colleagues were redeployed to work on various 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 had to move fast to protect the service and also make it offered to all applicants. The strategy had been to increase to around 100 applications a day undergoing the system within a couple of months, and now we had to reach this stage in an issue of days. The team strove to stabilise the solution so it could manage the boost in customers, all while adapting to functioning from house themselves.
Creating a 24/7 service
At the exclusive beta stage we were making use of comments from customers to progress the solution-- as we opened it up even more this responses became much more important. There was a clear requirement for a couple of changes such as 24/7 schedule. The service was at first made to only be offered when the heritage backend system was available, in 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 keep the application information momentarily, until the tradition system became available. Around 20% of customers now finish their applications because 'offline' amount of time, which shows the benefits of reacting truly promptly and taking user comments aboard.
An additional item of feedback we received from users associated with them wishing to validate invoice of their application. So, as part of our normal iterations, we delivered a feature that allows individuals to register for an email verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on the internet customers have actually child maintenance selected to utilize this center, which simply shows how beneficial it has been as peace of mind for people applying for Child Maintenance.
The effort repays
Throughout the summer season and also right into autumn, the team worked constantly to present brand-new functions, with modifications deployed on a practically weekly basis. It was a relentless rate and also was challenging at times-- for example for those people home education our kids. Having a shared objective helpful to get cash to family members that need it was a really motivating variable throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly happy minute for everyone involved in the task. We were likewise recently acknowledged with a team award at an interior awards ceremony, which was a wonderful method to commemorate the method we have actually worked together.
Until now, over 59,000 individuals have actually made use of the digital service to make an application for Child Upkeep, which is around 80% of all candidates. The telephone solution is still there for those that need it, yet the number of online applications remains to grow.
This isn't completion of the electronic journey for this solution either. We're now advancing a brand-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 amendments as well as improvements to make it as simple as feasible for people to apply for and also handle their Kid Maintenance arrangements.
It's definitely been a challenging year for everybody, yet I'm glad that I'll be able to recall at when our team rose to the challenge as well as supplied for people when they needed us most.