Before the COVID-19 pandemic, I was working as part of a team to create a brand new digital service for apart moms and dads to apply for assistance preparing Child Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, and were working towards introducing more users on a gradual basis.
Previous to this, the only way to obtain assistance setting up Kid Maintenance had been a completely telephone-based solution. Nonetheless, as a department we knew that we needed to give a digital option as part of our dedication to increase our services and develop digital designs based upon our users' demands.
The push to browse the web
All was going as planned up until the pandemic hit. Practically quickly, our colleagues in the get in touch with centres could no longer address the phones and procedure applications. The division was working to obtain individuals set up to work from residence, yet a great deal of colleagues were redeployed to service various other solutions. So, our directors made the decision to make our digital solution the major method of application from that point onwards, as well as for the direct future.
The group needed to move fast to secure the service as well as make it offered to all candidates. The strategy had actually been to increase to around 100 applications a day experiencing the system within a couple of months, today we needed to reach this phase in a matter of days. The team worked hard to secure the solution so it can manage the rise in customers, all while getting used to working from home themselves.
Creating a 24/7 solution
At the personal beta phase we were making use of comments from individuals to progress the solution-- as we opened it up additionally this comments became a lot more crucial. There was a clear need for a couple of modifications such as 24/7 availability. The solution was initially made to only be readily available when the legacy backend system was readily available, between 8am to 8pm throughout the week, and not on weekend breaks.
We had a lot of comments asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, till the legacy system became available. Around 20% of users now finish their applications because 'offline' amount of time, which shows the benefits of reacting really swiftly and also taking customer responses aboard.
Another piece of feedback we received from users related to them wanting to confirm receipt of their application. So, as part of our family law solicitors normal models, we supplied an attribute that permits individuals to register for an email verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of online customers have actually chosen to utilize this facility, which simply demonstrates how helpful it has been as reassurance for individuals requesting Youngster Maintenance.
The effort settles
Throughout the summer season as well as right into autumn, the group functioned continuously to present new attributes, with changes deployed 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 family members that require it was an actually motivating aspect throughout these times.
That effort suggested that we had the ability to take the item via a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was an actually honored minute for everybody associated with the job. We were likewise just recently identified with a team honor at an inner awards ceremony, which was a nice means to commemorate the method we've collaborated.
So far, over 59,000 individuals have used the electronic service to obtain Child Maintenance, which is around 80% of all candidates. The telephone systems service is still there for those that require it, however the variety of online applications continues to expand.
This isn't completion of the digital trip for this service either. We're currently progressing a new roadmap for more improvement of the end-to-end solution, and we'll remain to listen to customer needs, and make modifications and also improvements to make it as simple as feasible for people to apply for and also handle their Kid Maintenance plans.
It's absolutely been a difficult year for all of us, yet I'm glad that I'll have the ability to recall at when our group rose to the difficulty and delivered for individuals when they needed us most.