Before the COVID-19 pandemic, I was working as part of a group to develop an all new electronic service for apart parents to apply for aid setting up Child Maintenance. We would certainly launched an exclusive beta of the electronic service in December 2019, and were functioning towards presenting more individuals on a gradual basis.
Previous to this, the only means to obtain aid arranging Kid Maintenance had been a completely telephone-based service. Nevertheless, as a division we knew that we had to give a digital alternative as part of our commitment to expand our services as well as develop electronic styles based on our users' demands.
The press to browse the web
All was going as planned till the pandemic hit. Almost immediately, our coworkers in the contact centres can no longer address the phones and process applications. The department was functioning to obtain people set up to function from residence, but a lot of associates were redeployed to work with various other solutions. So, our directors decided to make our electronic solution the main method of application from that point onwards, as well as for the direct future.
The group needed to scoot to secure the solution and also make it available to all applicants. The strategy had actually been to ramp up to around 100 applications a day undergoing the system within a few months, now we needed to reach this stage in a matter of days. The team worked hard to secure the solution so it could cope with the increase in individuals, all while adapting to working from home themselves.
Creating a 24/7 solution
At the personal beta phase we were making use of feedback from customers to advance the solution-- as we opened it up better this responses became much more crucial. There was a clear demand for a couple of modifications such as 24/7 schedule. The service was initially made to just be readily available when the heritage backend system was readily available, in between 8am to 8pm during the week, and out weekends.
We had a lot of responses asking why it was not offered after 8pm, so we constructed our very own backend to save the application information momentarily, until the heritage system became available. Around 20% of customers now finish their applications in that 'offline' time period, which reveals the benefits of responding really quickly as well as taking user responses on board.
One more piece of comments we received from individuals related to them wishing to confirm receipt of their application. So, as part of our normal versions, we supplied a feature that permits users to register for an e-mail confirmation that their application has been gotten making use of the Gov.Notify system. Around 99% of online individuals have actually picked to use this facility, which simply demonstrates how useful it has been as peace of mind for individuals getting Youngster Upkeep.
The family lawyer effort pays off
Throughout the summer season and into fall, the group functioned frequently to introduce new attributes, with modifications released on a practically once a week basis. It was a relentless speed and also was challenging at times-- for instance for those of us home education our kids. Having a common goal helpful to get cash to families that require it was a truly motivating element during these times.
That effort implied that we had the ability to take the product with a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was an actually happy moment for everybody involved in the job. We were also just recently identified with a team award at an internal awards event, which was a good way to celebrate the means we have actually worked together.
Up until now, over 59,000 individuals have actually made use of the digital service to get Child Upkeep, which is around 80% of all candidates. The telephony service is still there for those that need it, but the variety of online applications continues to expand.
This isn't completion of the electronic trip for this service either. We're now proceeding a new roadmap for further makeover of the end-to-end service, as well as we'll remain to pay attention to individual requirements, and make changes as well as renovations to make it as very easy as feasible for people to obtain and manage their Child Maintenance arrangements.
It's definitely been a difficult year for everybody, but I'm glad that I'll be able to look back at when our team rose to the obstacle and also delivered for people when they needed us most.