Prior to the COVID-19 pandemic, I was functioning as part of a group to create an all new electronic service for separated parents to apply for help setting up Youngster Upkeep. We would certainly released a private beta of the digital service in December 2019, as well as were working towards introducing more individuals on a progressive basis.
Previous to this, the only method to get aid preparing Youngster Upkeep had actually been an entirely telephone-based solution. Nonetheless, as a division we understood that we had to supply a digital choice as part of our commitment to expand our solutions and also develop electronic styles based on our individuals' needs.
The push to go online
All was going as planned till the pandemic hit. Virtually instantly, our colleagues in the call centres might no longer answer the phones and process applications. The department was functioning to obtain people set up to function from house, but a lot of coworkers were redeployed to service other solutions. So, our supervisors made the decision to make our electronic service the main approach of application from that factor onwards, and for the direct future.
The team had to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day going through the system within a couple of months, now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can handle the increase in customers, all while getting used to functioning from home themselves.
Creating a 24/7 solution
At the private beta stage we were using comments from customers to advance the solution-- as we opened it up even more this responses ended up being a lot more essential. There was a clear demand for a few modifications such as 24/7 accessibility. The solution was initially created to just be offered when the heritage backend system was available, between 8am to 8pm throughout the week, and also not on weekend breaks.
We had a great deal of comments asking why it was not readily available after 8pm, so we built our very own backend to save the application data momentarily, up until the tradition system appeared. Around 20% of users now finish their applications because 'offline' amount of time, which shows the benefits of reacting truly promptly and taking user comments family solicitors aboard.
An additional item of feedback we received from individuals associated with them intending to validate invoice of their application. So, as part of our regular iterations, we provided a function that enables individuals to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply demonstrates how valuable it has actually been as confidence for individuals making an application for Kid Maintenance.
The hard work pays off
Throughout the summer and right into fall, the group worked regularly to introduce new features, with adjustments released on a nearly regular basis. It was a ruthless pace and was testing at times-- for example for those people home education our kids. Having a shared goal helpful to get money to family members that require it was a truly motivating factor throughout these times.
That hard work indicated that we were able to take the item through a Government Digital Solution (GDS) public beta evaluation in winter. It passed with flying colours, which was an actually pleased moment for everybody associated with the project. We were additionally just recently recognised with a group award at an inner honors ceremony, which was a great way to commemorate the method we have actually collaborated.
So far, over 59,000 individuals have made use of the digital solution to get Child Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the number of online applications remains to grow.
This isn't completion of the digital journey for this solution either. We're now advancing 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 renovations to make it as very easy as possible for individuals to apply for as well as handle their Child Maintenance plans.
It's absolutely been a challenging year for everyone, yet I'm glad that I'll be able to recall at when our group rose to the challenge and provided for individuals when they required us most.