Prior to the COVID-19 pandemic, I was working as part of a team to produce a new digital service for apart moms and dads to get aid arranging Child Upkeep. We 'd launched a private beta of the digital solution in December 2019, and also were working towards presenting more users on a steady basis.
Previous to this, the only means to obtain aid organizing Child Upkeep had been an entirely telephone-based service. However, as a department we knew that we needed to give an electronic option as part of our dedication to increase our services as well as develop digital layouts based on our customers' requirements.
The push to go online
All was going as planned up until the pandemic hit. Almost instantaneously, our associates in the contact centres can no longer answer the phones as well as procedure applications. The department was functioning to obtain individuals established to work from residence, however a great deal of associates were redeployed to work on various other solutions. So, our directors decided to make our digital service the major technique of application from that point onwards, as well as for the foreseeable future.
The group needed to scoot to secure the solution and also make it offered to all applicants. The strategy had been to increase to around 100 applications a day experiencing the system within a few months, today we needed to get to this stage in an issue of days. The group worked hard to stabilise the solution so it might deal with the increase in users, all while getting used to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta phase we were using responses from individuals to proceed the service-- as we opened it up better this comments became a lot more essential. There was a clear demand for a few modifications such as 24/7 availability. The service was originally designed to only be readily available when the legacy backend family solicitors system was readily available, in between 8am to 8pm during the week, and not on weekend breaks.
We had a great deal of feedback asking why it was not readily available after 8pm, so we constructed our own backend to keep the application information momentarily, until the legacy system became available. Around 20% of individuals currently finish their applications because 'offline' amount of time, which reveals the advantages of reacting truly swiftly and also taking customer responses aboard.
An additional item of feedback we received from users associated with them wishing to validate receipt of their application. So, as part of our regular versions, we provided a feature that permits customers to enroll in an e-mail confirmation that their application has actually been received making use of the Gov.Notify system. Around 99% of online individuals have chosen to use this center, which just demonstrates how helpful it has been as confidence for people obtaining Child Upkeep.
The hard work repays
Throughout the summertime and also into fall, the team worked continuously to present new functions, with adjustments deployed on a virtually weekly basis. It was a ruthless rate and was testing sometimes-- for example for those of us home education our youngsters. Having a common goal of helping to get money to family members that require it was an actually motivating element throughout these times.
That effort suggested that we were able to take the item through a Government Digital Service (GDS) public beta assessment in winter season. It passed with flying colours, which was a truly pleased minute for everyone associated with the job. We were likewise just recently identified with a team award at an inner honors ceremony, which was a great method to celebrate the means we have actually interacted.
Thus far, over 59,000 people have made use of the digital service to look for Kid Maintenance, which is around 80% of all candidates. The telephone service is still there for those that require it, however the number of online applications remains to grow.
This isn't completion of the digital trip for this service either. We're currently advancing a new roadmap for more change of the end-to-end solution, and we'll remain to listen to individual needs, and also make changes and enhancements to make it as easy as possible for individuals to get and manage their Youngster Upkeep plans.
It's certainly been a difficult year for everybody, but I'm glad that I'll be able to look back at when our group rose to the obstacle and delivered for people when they needed us most.