Prior to the COVID-19 pandemic, I was functioning as part of a team to produce an all new digital service for separated parents to make an application for assistance preparing Child Maintenance. We 'd launched a personal beta of the digital service in December 2019, as well as were functioning in the direction of presenting even more individuals on a progressive basis.
Previous to this, the only means to request help preparing Youngster Upkeep had actually been an entirely telephone-based solution. Nevertheless, as a division we understood that we needed to give a digital option as part of our dedication to expand our solutions as well as produce digital designs based on our users' demands.
The press to go online
All was going as intended till the pandemic hit. Nearly instantly, our associates in the get in touch with centres could no more address the phones as well as process applications. The department was functioning to obtain people established to function from house, but a great deal of coworkers were redeployed to service other services. So, our supervisors made the decision to make our digital solution the primary method of application from that factor onwards, and for the foreseeable future.
The group had to scoot to protect the service and also make it offered to all applicants. The strategy had actually been to increase to around 100 applications a day experiencing the system within a few months, today we had to reach this phase in a matter of days. The group worked hard to secure the service so it could handle the increase in customers, all while adapting to functioning from house themselves.
Developing a 24/7 solution
At the personal beta stage we were making use of comments from users to progress the service-- as we opened it up additionally this feedback became a lot more essential. There was a clear demand for a few modifications such as 24/7 schedule. The service was originally designed to only be readily available when the legacy backend system was offered, in between 8am to 8pm during the week, as well as out weekends.
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 briefly, up until the legacy system appeared. Around 20% of customers now finish their applications because 'offline' time period, which shows the benefits of responding actually quickly as well as taking individual responses aboard.
Another piece of comments we got from customers associated with them intending to validate receipt of their application. So, as part of our routine models, we provided a feature that permits individuals to register for an email confirmation that their application has been gotten using the Gov.Notify system. Around 99% of online individuals have selected to use this facility, which simply shows how useful it has been as peace of mind for individuals getting Youngster Upkeep.
The effort settles
Throughout the summertime as well as into autumn, the group functioned frequently to present new features, with changes released on a virtually once a week basis. It was an unrelenting speed as well as was challenging sometimes-- as an example for those of us home schooling our youngsters. Having a common goal of helping to obtain cash to households that need it was an actually inspiring element during these times.
That effort indicated 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 a really honored moment for all of us associated with the project. We were family solicitors additionally just recently recognised with a group award at an inner awards ceremony, which was a great way to commemorate the method we have actually collaborated.
So far, over 59,000 individuals have utilized the digital solution to obtain Kid Upkeep, which is around 80% of all applicants. The telephone service is still there for those that need it, but the number of online applications remains to grow.
This isn't the end of the electronic journey for this service either. We're now progressing a brand-new roadmap for more change of the end-to-end solution, and we'll remain to listen to user needs, as well as make modifications and enhancements to make it as easy as feasible for individuals to make an application for as well as manage their Kid Upkeep setups.
It's certainly been a difficult year for everyone, yet I'm glad that I'll be able to look back at when our team rose to the challenge as well as delivered for people when they required us most.